Puzzel has been positioned by Gartner as a Challenger in the Magic Quadrant for Contact Center as a Service, Western Europe report, for the fourth consecutive year.

The firm’s omni-channel, cloud-based contact centre solution is designed to support smaller enterprises with contact centre operations as well as global corporations with thousands of agents.

In 2017 the company re-branded to Puzzel raising its awareness amongst contact centre professionals and expanded its operations in Finland and Bulgaria, both supporting factors in strengthening its position as a key contender in the contact centre software as a service market.

“We are encouraged by our improved position as a Challenger and feel we are getting closer to the Leader’s quadrant each year,” said Børge Astrup, Chief Executive Officer of Puzzel. “We believe this reflects our growth and is recognition of our continued efforts to improve the product year-on-year. The flexibility and efficiency of the cloud business model allows Puzzel to be commercially competitive and innovative while offering strong functional capabilities to our customers regardless of their size.”

Thomas Rødseth, Chief Technology Officer of Puzzel, added: “In a changing world channels such as webchat and social media are gaining momentum. As a company we are dedicated to solving customer interactions whatever the channel. It is especially rewarding to see this being recognized this year as our reference customers were all multi-channel deployments. Also, we are committed to self-service and organisations are benefitting from our new Artificial Intelligence (AI) solutions. Customers see the value of being empowered by visual design tools to manage their omni-channel customer experience.”

Astrup, concluded: “Puzzel’s strength lies in the solution’s functionality, particularly in meeting required standards and compliance regulations. Our support operations combined with our understanding of customers’ business needs and the ability to demonstrate how Puzzel delivers value, have fuelled the growth in our customer base and we believe this in turn has strengthened our position in the Magic Quadrant of Contact Center as a Service, Western Europe.”