# Puzzel

> Puzzel is a European contact-centre-as-a-service (CCaaS) company headquartered in Oslo, Norway. Its cloud platform brings voice, email, chat, social and messaging into one agent workspace, layered with AI tools that route conversations, assist agents in real time, summarise calls and automate routine requests. Built on a heritage dating to 1998, Puzzel serves roughly 1,000 organisations and around 100,000 agents across the Nordics, UK and continental Europe, positioning itself as the regional challenger to global giants like Genesys, NICE and Five9.

- **Founded:** 1998
- **Headquarters:** Oslo, Norway
- **Team size:** Estimated 400-600 employees across six European countries
- **Products:** Puzzel Contact Centre, Case Management & Ticketing, Workforce Management (WFM), Co-Pilot, Live Summary
- **Notable:** Named an Innovation and Growth Leader in the 2025 EMEA Customer Experience Platforms Frost Radar (Frost & Sullivan), 2024 CX Awards winner for 'Best Mid-Market Contact Center Platform', Recognised as #1 CCaaS provider in the Nordics

## Products & services

- **Puzzel Contact Centre** — Cloud-based omnichannel contact centre that unifies voice, email, chat, SMS and social with intelligent skills-based routing, real-time analytics and workflow automation.
- **Case Management & Ticketing** — Ticketing and case tools that categorise, prioritise and route email, SMS and API requests to the right agent, with shared notes for collaboration - strengthened by the Logicalware acquisition.
- **Workforce Management (WFM)** — Cloud scheduling and forecasting platform that uses historical data to auto-forecast contact volumes and staffing needs, optimising rosters and adherence.
- **Co-Pilot** — AI add-on that assists agents in real time during live calls with suggestions and context so they can resolve queries faster.
- **Live Summary** — AI that generates instant, reliable post-call summaries, cutting after-call admin work; usable standalone or with Co-Pilot.
- **Conversational Intelligence** — Post-interaction analytics that mine conversations for insight, quality signals and coaching opportunities - bolstered by the Capturi acquisition.
- **Virtual Agent Suite** — AI chat and voice bots for self-service and automated resolution of routine requests, drawing on SupWiz technology.
- **Agent Assist** — In-app widget surfacing customer details, history and context across every channel so agents have one view of the customer.
- **Quality Management & Knowledge Management** — Tools for evaluating interactions, coaching agents, and giving them a searchable knowledge base for consistent answers.

## Achievements

- Named an Innovation and Growth Leader in the 2025 EMEA Customer Experience Platforms Frost Radar (Frost & Sullivan)
- 2024 CX Awards winner for 'Best Mid-Market Contact Center Platform'
- Recognised as #1 CCaaS provider in the Nordics
- One of the early pioneers of cloud-based contact centre technology, dating to 1998
- Completed four AI/CX acquisitions (S2, Logicalware, SupWiz, Capturi) to build an AI-native platform
- Handles ~83 million customer interactions per month for ~100,000 agents

## Latest updates

- **2025-01** — Launched Co-Pilot and Live Summary - AI tools that assist agents live and auto-generate post-call summaries.
- **2025-01** — Named an Innovation and Growth Leader in the 2025 EMEA Customer Experience Platforms Frost Radar.
- **2024-10** — Agreed to acquire Danish AI insights specialist Capturi to strengthen conversational intelligence.
- **2024-08** — Acquired conversational-AI company SupWiz to boost automation and virtual agents.
- **2024-01** — Appointed Frederic Laziou as CEO to drive international expansion.

## Links

- Website: https://www.puzzel.com/
- LinkedIn: https://www.linkedin.com/company/puzzel-solutions/
- YouTube: https://www.youtube.com/@puzzel.solutions
- Facebook: https://www.facebook.com/puzzel.solutions/

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Profile page: https://yespress.io/puzzel
Published by YesPress — https://yespress.io
Last updated: 2026-08-08