The Total Economic Impact™ of Puzzel.

Forrester Consulting conducted a Total Economic Impact™ (TEI) study to explore the potential cost savings and ROI of deploying Puzzel’s CX platform. The study revealed significant benefits, including a 278% ROI and a net present value (NPV) of €9,55M. See the full findings in this study.

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In the study

Don't just take our word for it.

As customer expectations rise and cost-efficiency becomes critical, more organisations are adopting CX solutions like Puzzel. But do the benefits outweigh the investment? See what the composite organisation achieved with Puzzel.

9.5M

Net present value (NPV)

6mth

payback period

10.3M

Significant agent productivity gains

278%

Return on Investment (ROI)

For us, it was also very much about consolidation of platforms, three on-prem and this one…pulling those into one platform was a significant saving [...], it has been around five million euros per year

Nordic development lead from an insurance company

In an interview with Forrester

€2.4 million in cost savings by moving to Puzzel's cloud-based contact centre

Legacy systems and on-premises solutions often result in siloed operations and reduced agility, hindering an organisation’s ability to keep up with changing customer expectations. Additionally, on-premises solutions can lead to significant hardware costs. By moving to Puzzel’s cloud-based CX ecosystem, the composite organisation in the study saved €2.4 million over three years, reducing technology costs and streamlining operations.

Significant agent productivity gains of €10.3 million

The study highlighted the importance of empowered agents in delivering exceptional customer experiences. By implementing Puzzel, the composite organisation saw a 15% increase in agent productivity and a reduction in average handling time (AHT). These improvements led to €10.3 million in additional business gains over three years. With the right tools, agents were able to work more efficiently, feel more empowered in their roles, and provide faster, higher-quality service to customers.

Unified customer journeys and a 278% ROI?

It’s possible with Puzzel.

Learn about the cost savings and business benefits of Puzzel, including:

€2.4 million in cost savings by moving from on-premises to Puzzel’s cloud-based solution
Significant agent productivity gains of €10.3 million
Enhanced agent experience and increased retention
Payback in ≤6 months

Discover how your organisation can benefit from our customer-centric CX ecosystem, enabling your team with a unified view of the customer, optimised team efficiency, reduced costs, and elevated customer experience.