Puzzel Strengths, Domain Expertise, and Key Differentiators
Puzzel is a cloud-based contact center. Puzzel combines omnichannel technology with Artificial Intelligence (AI) to provide complete customer interaction solutions in a digital age. Puzzel’s omnichannel cloud contact solution has the flexibility and scalability to support smaller enterprises and global corporations. Voice calls, email, SMS, web chat and social media channels are all managed in a single, easy-to-use application which integrates seamlessly with other enterprise solutions.
As a result, contact center agents and other parts of the business can access corporate systems such as customer relationship management (CRM) information, invoice history, product or service details, and user knowledgebases to answer customer queries efficiently and effectively.
Puzzel Recent Developments
In May 2021, Puzzel, the innovator of cloud-based contact center solutions, has launched of two key new features of its contact center solution; Live Share and Screen Share.
In October 2019, Puzzel taps into the power of Artificial Intelligence to launch Agent Assist. Puzzel’s Agent Assist empowers agents with instant access to intelligent information from a wide range of enterprise applications including CRM systems, Chatbots and knowledgebases. Agents can benefit from powerful sentiment analysis functionality, capturing and recording the mood of the customer based on current and previous conversations. This added dimension provides vital intelligence to help improve customer experience in a highly proactive way.
Puzzel Mergers and acquisitions (M&A) Activities
Puzzel, European Contact Centre as a Service (CCaaS) provider, has announced the acquisition of U-WFM (“U-WFM”) a leading provider of workforce management and optimization software. Headquartered in Sheffield, U.K., and with customers across the U.K., U.S. and Australia, U-WFM’s solution gives its customers the ability to forecast demand, monitor adherence, and optimize their contact centre operations for companies of all sizes and across any industry vertical. This acquisition was supported by Marlin, Puzzel’s current investment partner.
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.
Ownership: - Marlin Equity Partners
Number of Employees: 200
Key Verticals: Aerospace and Defense, Automotive, Banking and Financial Services, Communications, Construction and Real Estate, Consumer Packaged Goods, Distribution, Education, Government, Healthcare, Insurance, Leisure and Hospitality, Life Sciences, Manufacturing, Media, Non Profit, Oil, Gas and Chemicals, Professional Services, Retail, Transportation, Utilites,
Puzzel Key Cloud and HCM Applications
Puzzel Contact Centre, Puzzel WFM
Puzzel HCM and Cloud HCM Applications Revenues, $M:
|Type/Year||2019||2020||YoY Growth, %|
|Total Revenues, $M||Subscribe||Subscribe||Subscribe|
|HCM Applications Revenues, $M||Subscribe||Subscribe||Subscribe|
|Cloud 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:
|Type||License||Prof. Services||Hardware||Support & Maintenance||SaaS||PaaS||IaaS||Other (Non Enterprise Application Revenues)||Total|
|% of Total Revenues||Subscribe||Subscribe||Subscribe||Subscribe||Subscribe||Subscribe||Subscribe||Subscribe||100%|
Puzzel HCM Applications Revenues By Sub-Functional Markets, $M:
Split by Sub-Functional Markets
2020 HCM Revenues, By Sub-Functional Markets, $M
Puzzel HCM Applications Revenues By Verticals, $M:
Puzzel Total and HCM Applications Revenues by Region:
|Region||% of Total Revenues||2020 Total Revenues, $M||2020 HCM Applications Revenues, $M|
Puzzel Direct vs Indirect sales
|Region||Direct Sales||Indirect Sales||Total|
Puzzel Customers - Breakdown by Geo, Size, Vertical and Product
No. of Puzzel Customers: 1100
No. of Puzzel HCM Applications Customers: x
No. of Puzzel Cloud HCM Customers: 1100
No. of Puzzel Cloud HCM Subscribers: x
Puzzel has more than 1000 customers worldwide in 40 countries with 500 million transactions handled last year. Among its customers are: Domino's Pizza, Figleaves, Ombudsman Services, HRG, Capita, HGS, Bottomline Technologies, Affinity Water, Spark, NationalGrid, veolia, Jarden, JCB, and many others.
Puzzel Market Opportunities, M&A and Geo Expansions
With the introduction of WFM in their range of products, it will open the possibility for new customers from the HCM Market.
In May 2019, Puzzel received a growth investment from Marlin Equity Partners, a global investment firm with over $6.7 billion of capital under management. Which will bring them to expand the market and to gain new customers.
Puzzel Risks and Challenges
Enhance its product portfolio will be crucial for its future success.
Puzzel Ecosystem, Partners, Resellers and SI
Puzzel is headquartered in London, UK with offices in Norway, Sweden, Denmark, Finland, Netherland and Bulgaria, Puzzel is passionate about delivering innovative solutions for solving customer interactions.
Among its consulting partners are: Numeric Futures, HGS - Hinduja Global Solutions. Among its Reseller Partners are: Power Dial, SCS, Intercity technologie, Verzion, OneSource, Difference. And among its technology partners are: Verint, SocialCee, Eckoh, CVloud9, Inclarity, PCIPal, Microsoft Dynamics CRM, Winorg, Simunix, Cention and many 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
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:
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