Recent Frost & Sullivan report places Puzzel among Europe’s leading cloud contact centre providers for innovation and growth.
Puzzel has been recognised as a leading cloud contact centre vendor in Europe in the newly released Frost Radar by Frost & Sullivan. The report underscores Puzzel's strong position in the European market, driven by its integrated CX ecosystem and consistent business growth.
The Frost Radar evaluates top-performing cloud contact centre providers in Europe on innovation and growth, assessing each provider’s product portfolio, vision and strategy, research and development, growth pipeline, customer alignment and other parameters.
Based on an analysis of 19 European contact centre providers, Frost & Sullivan positions Puzzel with an above-market rating, ranking it among the leading cloud contact centre vendors in Europe. This placement reflects Puzzel’s strong product roadmap and significant growth leadership.
“We are proud to once again be recognised as one of the leading CX vendors in both innovation and growth,” said Frederic Laziou, CEO of Puzzel. “This recognition reflects our dedication to continuous innovation, particularly in AI, and our commitment to helping organisations across Europe enhance their customer experience operations through our flexible cloud CX ecosystem.”
The analysis highlights Puzzel’s flexible cloud CX ecosystem, which is well-positioned to meet the evolving needs of European organisations aiming to improve their CX operations. It also highlights Puzzel’s consistent growth trajectory, placing the company in the outperform category, with an above-market growth rate of over 20% in recent years.
The Frost Radar report highlights several key strengths of Puzzel:
- European data residency: The report highlights Puzzel’s strong data residency features, a critical consideration in light of the EU AI Act and GDPR regulations.
- Strong GTM strategy: Puzzel is recognised for its recent rebranding efforts and revamped GTM strategy, which focuses on driving product awareness and demand generation through targeted marketing initiatives.
- Innovation leadership: Puzzel’s forward-thinking approach to customer experience solutions has earned it a top ranking among European vendors. With significant investments in its CX platform and technology stack, Puzzel is well-positioned to meet the evolving needs of organisations looking to enhance their CX operations.
- Growth success: Puzzel's steady growth in the EMEA region, with a growth rate surpassing 20%, highlights its strong market presence and future potential.
- Integrated solution: Puzzel has recently transformed its CCaaS solution into a more integrated total CX ecosystem, integrating workforce management (WFM), knowledge management, and case management to deliver a more unified customer experience.
AI and scalability as top priorities for contact centres
The Frost Radar emphasises the growing importance of AI in contact centres, with a focus on solutions that deliver measurable improvements in customer and employee experience. Puzzel's recent acquisition of AI leader SupWiz strategically enhances its Generative AI capabilities, driving ongoing innovation.
Moreover, the report underscores the need for flexibility and scalability in contact centres. Puzzel’s cloud-native CX ecosystem supports a truly omnichannel approach and offers flexibility, allowing organisations to scale and integrate with third-party applications through open APIs, adapting swiftly to evolving customer needs.
Read the full report and discover why Puzzel should be on your radar. Access the report here.
About Puzzel
Puzzel offers a customer-centric CX ecosystem designed to give organisations control and visibility over the customer journey. Facing challenges like agent attrition, complex customer needs, and cost management, contact centre leaders struggle with outdated systems and point solutions. Puzzel transforms this by unifying processes, centralising data, automating tasks, and scaling to meet evolving demands. It empowers CX teams to deliver exceptional customer experiences, increase first-contact resolution rates, and reduce operational costs. With Puzzel, businesses can do more with less, keeping agents satisfied while ensuring outstanding customer service in a rapidly advancing digital landscape. For more information, visit www.puzzel.com
