Slough, UK, Dec 9, 2019 -- Puzzel, a European Contact Center as a Service (CCaaS) provider, has announced the acquisition of Logicalware Ltd ("Logicalware"), a provider of email automation and customer service software. Logicalware is headquartered in Scotland and has customers across the UK, US and Australia.
Logicalware will be merged with Puzzel further strengthening its CCaaS offering by providing users an omni-channel end-to-end view of each customer interaction and enhancing customer service workflow efficiencies and automation.
"Puzzel has a superb omni-channel contact center solution, which is gaining significant scale across key European markets, and supported by strong customer advocacy," said Jamie MacSween, CEO of Logicalware. "The entire team at Logicalware is looking forward to being a part of this continued growth and joining the Puzzel organization."
Børge Astrup, CEO of Puzzel, stated, "This acquisition allows Puzzel to expand its presence in the U.K. market, while adding new capabilities that will help our global customer base more efficiently orchestrate their internal processes and workflows. The strength of Logicalware’s comprehensive ticketing and automation solution suite, intuitive user interface and blue-chip customer base is highly complementary to Puzzel’s existing solution. We believe these tools will be valued by many of our existing customers and new clients, as we continue to broaden the value proposition of our omni-channel cloud contact center software."
The acquisition was made possible with the support of Puzzel’s owner, the global investment firm Marlin Equity Partners ("Marlin"). "In Logicalware, we saw a business with a scalable and flexible software product offering designed to support organizations of all sizes," said Mike Wilkinson, a vice president at Marlin. "The company has highly supportive blue-chip customers that underscore the strength and effectiveness of Logicalware’s tools for customer engagement. We look forward to working with the management team to integrate Logicalware into Puzzel’s holistic solution and introduce new functionality to Puzzel’s existing customer base."
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: Tuesday, December 10, 2019
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