London, UK, Oct 5, 2021 -- Puzzel, a European Contact Centre as a Service (CCaaS) provider, has announced the acquisition of Swedish digital engagement company, Vergic. Bringing Vergic’s digital-first solutions into the Puzzel Customer Service Platform marks another milestone in the company’s vision to power the future of commerce with smart experiences.
Headquartered in Malmö and with offices in Stockholm, Vergic’s technology enables companies to engage with online customers at the right moment and via the most efficient channel, through AI-supported messaging and collaboration tools.
Puzzel CEO Frederic Laziou says the acquisition demonstrates Puzzel’s commitment to bringing continuous innovation to its customers.
He says: "Today, all organisations and brands know they have to provide digital customer service. But we’re now seeing a major evolution in what customer service means to people, both online, in stores and physical locations.
"Customers are demanding smarter experiences. And we believe that businesses that do not take steps to automate, innovate, and provide empathy when it really matters will be left behind."
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Puzzel will integrate Vergic’s site messaging, chatbot, engagement rule engine, video and co-browsing capabilities into its cloud Customer Service Platform.
Vergic will still be developed, maintained and available as a standalone or OEM (Original Equipment Manufacturer) product through partners for companies and organisations with a ‘digital first’ need.
Commenting on the acquisition, Alexander Lunde, CEO at Vergic said: "We’re delighted to become part of the fast-growing and innovative team at Puzzel. Our technologies and ethos complement each other perfectly, with its Scandinavian heritage and our combined goal to deliver innovative customer experiences. We look forward to working closely together as we build an industry-leading, end-to-end customer-centric platform."
Posted by Veronica Silva Cusi, news correspondent
Puzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
Published: Thursday, October 7, 2021
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