News : Puzzel Positioned as a Challenger in Gartner’s Magic Quadrant for Contact Center as a Service
Oslo, Norway, Oct 28, 2019 -- Puzzel has been positioned by Gartner, Inc as a Challenger in the Magic Quadrant for Contact Center as a Service, Western Europe report, for the fifth consecutive year. According to the report, "CCaaS solutions are becoming the preferred deployment model for many contact centers in Western Europe, replacing traditional on-premises contact center infrastructure. We assess eight vendors to help application leaders for customer service and support technology make the right choice."
Børge Astrup, Chief Executive Officer of Puzzel commented, "We are delighted to be positioned as a Challenger in this year’s Gartner Magic Quadrant for Contact Center as a Service, Western Europe report. To us, being positioned as a Challenger recognises our commitment to providing customers with innovative technology solutions and excellent support. Most recently, we have secured a number of new customers including technology company Atea which will use Puzzel in its own contact centres and promote it to its customers throughout Scandinavia."
Thomas Rødseth, Chief Technology Officer of Puzzel added, "We believe maintaining our position as a Challenger also reflects our ability to consistently execute on a strong product strategy. This aligns perfectly with the future where contact centres are becoming the central "spider" for allocating work in businesses from any channel of the customer dialogue. In addition to the recent launch of social engagement platforms such as TrustPilot(R), our main focus is to maximise the potential of today’s increasingly hybrid workforce where AI tools and humans work together to improve contact centre performance and the customer experience (CX)."
Børge Astrup concluded, "With the guidance and strong financial backing of our new owners Marlin, we have the freedom to aim even higher in our ambitions for continued product innovation and business expansion."
Posted by Veronica Silva Cusi, news correspondent
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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.
Gartner, Inc. is a research and advisory firm that helps more than 10,000 clients leverage technology to achieve business success. Gartner’s businesses consist of Research, Consulting, Measurement, Events and Executive Programs. Founded in 1979, Gartner has over 3,800 associates, including approximately 1,000 research analysts and consultants, in more than 75 locations worldwide.
Published: Wednesday, October 30, 2019
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