Puzzel Strengths, Domain Expertise, and Key Differentiators
Puzzel operates as a cloud-based contact center, seamlessly integrating omnichannel technology with Artificial Intelligence (AI) to deliver comprehensive customer interaction solutions tailored for the digital age. The omnichannel cloud contact solution offered by Puzzel exhibits both flexibility and scalability, catering to the needs of both smaller enterprises and global corporations. Within a single, user-friendly application, it effectively manages voice calls, email, SMS, web chat, and social media channels, ensuring seamless integration with other enterprise solutions.
Consequently, corporate systems such as customer relationship management (CRM) information, invoice history, product or service details, and user knowledge bases are accessible to contact center agents and other business units. This integration facilitates the efficient and effective handling of customer queries.
Puzzel Recent Developments
In May 2021, Puzzel, unveiled two significant features for its contact center solution: Live Share and Screen Share.
In October 2019, Puzzel harnessed the capabilities of Artificial Intelligence to introduce Agent Assist. Puzzel's Agent Assist equips agents with immediate access to intelligent information sourced from a diverse range of enterprise applications, including CRM systems, Chatbots, and knowledge bases. Agents can leverage robust sentiment analysis functionality to capture and record customer mood based on current and past interactions, providing crucial insights for enhancing customer experience in a proactive manner.
Puzzel Mergers and acquisitions (M&A) Activities
On November 1, 2022, Puzzel formally declared the acquisition of the Swedish Outbound Sales platform, S2. The integration of S2's sales intelligence solution into the Puzzel Customer Service platform aims to enhance the customer service experience for Puzzel's clientele by incorporating outbound call functionality into their service execution. This strategic move seeks to bridge the gap between contact center and sales operations, fostering increased connections for customers across various touchpoints.
In October 2021, Puzzel announced the acquisition of the Swedish digital engagement company, Vergic. The incorporation of Vergic's digital-first solutions into the Puzzel Customer Service Platform represents a significant achievement in the company's commitment to shaping the future of commerce through intelligent experiences. Vergic, headquartered in Malmö with offices in Stockholm, specializes in technologies that enable companies to engage with online customers efficiently, leveraging AI-supported messaging and collaboration tools. Their solutions encompass advanced chatbots, site messaging, live chat, engagement rules, video, and co-browsing, resulting in notable increases in total website conversion for customers, ranging from 5% to 28%. Among Vergic's clientele are well-known brands across Scandinavia and Europe, including Citizen Watch, financial services company Storebrand, e-commerce and retailer Clas Ohlson, Swedish government agency Försäkringskassan, and telecom giant Telenor.
Puzzel, a European Contact Centre as a Service (CCaaS) provider, has disclosed the acquisition of U-WFM ("U-WFM"), a prominent workforce management and optimization software provider. Headquartered in Sheffield, U.K., and serving customers in the U.K., U.S., and Australia, U-WFM's solution empowers clients to forecast demand, monitor adherence, and optimize contact center operations across various industries and company sizes. Marlin, Puzzel's existing investment partner, played a key role in supporting this acquisition.
Puzzel Customers in ARTW Customer Database
Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying Puzzel applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of Puzzel and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified Puzzel Contact Centre, Puzzel WFM customers.
Puzzel Overview
Ownership: - Marlin Equity Partners
Number of Employees: 280
Functional Market: Workforce Analytics, Scheduling, Performance Management,
Key Verticals: Aerospace and Defense, Automotive, Banking and Financial Services, Communications, Construction, Real Estate, Consumer Packaged Goods, Distribution, K12, Higher Education, Federal Government, State and Local Government, Public Safety, Healthcare, Life Insurance, P&C Insurance, Specialty Insurance, Leisure and Recreation, Hospitality, Life Sciences, Manufacturing, Media, Faith-Based Nonprofit, Youth and Elderly Care, Special Cause Nonprofit, Oil and Gas, Chemicals, Professional Services, Retail, Transportation, Utilities,
Puzzel Key Cloud and HCM Applications
Puzzel Contact Centre, Puzzel WFM
Puzzel HCM and Cloud HCM Applications Revenues, $M:
Type/Year | 2022 | 2023 | YoY Growth, % |
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Total Revenues, $M | Subscribe | Subscribe | Subscribe |
HCM Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
* HCM Applications Revenues = License + Support & Maintenance + SaaS ( Hardware and Prof. Services are Excluded )
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.
Puzzel Revenue Breakdown by Type:
Puzzel HCM Applications Revenues By Sub-Functional Markets, $M:
Split by Sub-Functional Markets | % of HCM Revenue in the HR Segment | 2023 HCM Revenues, By HR Segment, $M | |
Puzzel HCM Applications Revenues By Verticals, $M:
Puzzel Total and HCM Applications Revenues by Region:
Region | % of Total Revenues | 2023 Total Revenues, $M | 2023 HCM Applications Revenues, $M |
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Americas | Subscribe | Subscribe | Subscribe |
EMEA | Subscribe | Subscribe | Subscribe |
APAC | Subscribe | Subscribe | Subscribe |
Total | Subscribe | Subscribe | Subscribe |
Puzzel Direct vs Indirect sales
Region | Direct Sales | Indirect Sales | Total |
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Type % | Subscribe | Subscribe | Subscribe |
Revenues, $M | Subscribe | Subscribe | Subscribe |
Puzzel Customers - Breakdown by Geo, Size, Vertical and Product
List of Verified Puzzel Customers
No. of Puzzel Customers: 1000
No. of Puzzel HCM Applications Customers: x
No. of Puzzel Cloud HCM Customers: 1000
No. of Puzzel Cloud HCM Subscribers: 60000
Puzzel boasts a global clientele exceeding 1,000 customers across 40 countries, with the handling of 500 million transactions in the past year. Notable among its diverse customer base are organizations such as Domino's Pizza, Figleaves, Ombudsman Services, HRG, Capita, HGS, Bottomline Technologies, Affinity Water, Spark, NationalGrid, Veolia, Jarden, JCB, and numerous others.
Puzzel Market Opportunities, M&A and Geo Expansions
The introduction of WFM into Puzzel's product portfolio presents an opportunity to attract new customers from the HCM Market.
In May 2019, Puzzel secured a growth investment from Marlin Equity Partners, a global investment firm managing over $6.7 billion in capital. This strategic move positions Puzzel to expand its market presence and acquire new customers.
Puzzel Risks and Challenges
For the company, enhancing its product portfolio is deemed crucial for future success. This strategic imperative reflects the recognition that diversifying and strengthening the range of offerings is essential. The company believes that such enhancement will contribute significantly to achieving sustained success in the marketplace.
Puzzel Ecosystem, Partners, Resellers and SI
Puzzel collaborates with partners of diverse backgrounds and sizes, recognizing the unique nature of each partner in the Puzzel Partner Programme. The program offers the flexibility for partners to engage at their preferred level of involvement, avoiding a one-size-fits-all approach. The packages are tailored individually, allowing partners the freedom to choose without the obligation of committing to specific seat numbers or predetermined returns, and each success plan is crafted uniquely and agreed upon at the onset of the partnership.
The company collaborates with consulting partners such as Numeric Futures and HGS - Hinduja Global Solutions, reseller partners including Power Dial, SCS, Intercity Technologie, Verizon, OneSource, and Difference. Puzzel's technology partnerships encompass collaborations with Verint, SocialCee, Eckoh, CVloud9, Inclarity, PCIPal, Microsoft Dynamics CRM, Winorg, Simunix, Cention, and various others.
Puzzel Cloud Platform (PaaS) and Infrastructure (IaaS) Details
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- Puzzel Public Cloud and Infrastructure (IaaS)
- Puzzel Platform (PaaS)
- Puzzel Application Delivery
- Puzzel Private Cloud and Data Centers
Research Methodology
Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.
Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).
For additional information on our methodologies, here's the link:
https://www.appsruntheworld.com/taxonomy
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