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Puzzel
FormerlyIntelecom Group
TypePrivate (PE-backed)
IndustryContact centre as a service (CCaaS)
Customer experience software
ProductsCloud contact centre platform, workforce management, conversational AI, conversation analytics
Number of employees
250
Websitepuzzel.com

Puzzel is a Norwegian SaaS company headquartered in Oslo, Norway, that provides cloud-based contact centre as a service (CCaaS) and customer experience (CX) software to businesses across Europe.

The company was incorporated in 2016 following a demerger from Intelecom[1][2], itself the successor to Consorte Group ASA, which had been active in the Norwegian telecommunications and contact centre market since 1998.[3] Since May 2019 the company has been owned by Marlin Equity Partners, a US-based private equity firm.[4]

The company is headquartered at Helsfyr in Oslo and also has operations in Sweden, Denmark, Finland, the United Kingdom, Bulgaria, and the Netherlands.[5]

History

Puzzel has its origins in Consorte Group AS, which was established in Norway in 1998[3]. The company developed proprietary technology for handling inbound telephone calls and grew rapidly; in 2000 its turnover was NOK 31.1 million, more than triple the prior year's figure. In May 2001, Consorte Group ASA was admitted to the Oslo Stock Exchange SMB list.[3] A UK subsidiary was incorporated in December 2000 under the name Consorte UK Limited (later renamed Intelecom UK Limited, and subsequently Puzzel Ltd).[6]

In 2006, Consorte Group ASA acquired the company Intelecom AS from Ahlsell AS.[1][7] Intelecom was at the time a provider of voice and data communications solutions in Norway, with around 100 employees, more than 1,500 customers, and annual revenue of approximately NOK 200 million.[7] Under the Intelecom name, the company expanded its cloud-based contact centre offering across the Nordic markets. In 2010, Intelecom merged with Carrot Communications AS.[8] Herkules Capital, a Norwegian private equity firm, became a majority investor in the group.[9]

In the fourth quarter of 2016, Intelecom Group completed a demerger that created two independent legal entities: Puzzel, comprising the cloud-based contact centre software operations, and a separate Intelecom Group entity containing the systems integration business.[8] Puzzel AS was incorporated in Norway on 11 March 2016 (registered 30 March 2016).[10]

Since May 2019, Puzzel has been owned by Marlin Equity Partners, a global investment company with offices in Los Angeles and London. The acquisition was intended to support the company's international growth, product development, and expansion into new markets.[4]

Acquisitions

In December 2019, Puzzel acquired Logicalware Ltd, a British provider of email automation and customer service software with customers in the United Kingdom, the United States, and Australia.[11]

In April 2020, the company acquired U-WFM[12], a British company specialising in workforce scheduling and workforce management.[13]

In October 2021, the company acquired Vergic[14], a Swedish software company that developed solutions for digital customer engagement and AI-supported customer dialogue.[15]

In November 2022, Puzzel acquired S2 Communications[16], a Swedish provider of Software for outbound sales and support. The technology from the acquisition was later integrated into the company's Sales Intelligence solution.[17]

In August 2024, Puzzel acquired the Danish company SupWiz, which develops virtual agents and self-service solutions based on conversational artificial intelligence.[18] [19]

In October 2024, the company acquired Capturi, a Danish provider of software for conversation analytics and customer insight based on artificial intelligence.[20] The technology from the acquisition was integrated into Puzzel's Conversational Intelligence solution.[21]

Products and services

Puzzel's cloud-native platform — marketed as a CX Ecosystem or Customer Service Platform — provides software tools for customer-facing contact centres and their operational management.[22]

The company's contact centre platform handles inbound and outbound communications via voice, chat, SMS, Email, and Social media. The platform includes features for routing of enquiries, interactive voice response (IVR), queue management, and reporting.[22]

Conversational Intelligence is an analytics platform that uses speech and text analysis, natural language processing (NLP), and generative artificial intelligence to analyse customer interactions across voice, chat, and email. The solution is used to identify patterns, trends, and themes in customer dialogues.[23]

AI Co-Pilot provides real-time support to customer service agents during customer interactions, while Live Summary generates automatic summaries of conversations and enquiries using generative artificial intelligence.[24]

'Virtual Agent Suite' is a collection of automation tools for customer service. The solution encompasses a chat agent for written enquiries, a voice agent for telephone-based interactions, and an email agent for handling email enquiries.[25]

The company also offers solutions for workforce planning (Workforce Management), case handling (Case Management), and knowledge management (Knowledge Management).[26]

Analyst recognition

Puzzel has been covered in analyses from several international analyst firms in the contact centre and customer service market.

Between 2015 and 2019, the company was positioned as a "Challenger" in the Gartner Magic Quadrant for Contact Center as a Service (CCaaS) in Western Europe.[27][28][29]

Puzzel is listed on Gartner Peer Insights in the Contact Center as a Service category, with a rating of 4.2 out of 5 stars.[30]

In 2022, Frost & Sullivan named Puzzel a leader in its European Contact Centre as a Service Radar.[31] In 2023, Frost & Sullivan recognised Puzzel as the most innovative European-founded provider in its Frost Radar for the European Cloud Contact Center market, and awarded the company its European Company of the Year award for innovative CCaaS solutions and advanced AI capabilities.[32]

An independent Forrester Total Economic Impact study commissioned by Puzzel and published in October 2024 assessed the return on investment of its CX platform.[33]

In October 2024, Puzzel's climate targets were validated by the Science Based Targets initiative (SBTi), confirming that the company's emissions targets are aligned with the Paris Agreement's 1.5 °C pathway.[34]

Operations

Puzzel employs approximately 280 people (2026) and operates offices in Norway, the United Kingdom, Sweden, Denmark, the Netherlands, Finland, Bulgaria, and the Philippines.[5] The Norwegian parent entity, Puzzel AS (organisation number 916 938 705), reported revenue of NOK 400.9 million for the financial year ended 31 December 2024.[10] The UK entity, Puzzel Ltd (Companies House number 04124967), is registered in Slough, Berkshire.[35]

Puzzel's customers include organisations in the retail, travel, financial services, public sector, energy, and insurance industries.[5]

References

  1. ^ a b "Consorte kjøper". Nettavisen (in Norwegian). 2006-05-29. Retrieved 2026-06-08.
  2. ^ "Consorte Group ASA - Intelecom AS" (in Norwegian Bokmål). 2006-06-29. Retrieved 2026-06-08.
  3. ^ a b c "Consorte blir børsnotert". www.bt.no (in Norwegian Bokmål). 2001-05-22. Retrieved 2026-06-08.
  4. ^ a b "Marlin completes the acquisition of Puzzel | News". Marlin Equity Partners. Retrieved 2026-06-08.
  5. ^ a b c "Puzzel | Verified Employers | Flexa Careers". flexa.careers. Retrieved 2026-06-08.
  6. ^ "PUZZEL LTD overview - Find and update company information - GOV.UK". find-and-update.company-information.service.gov.uk. Retrieved 2026-06-15.
  7. ^ a b "Ahlsell AS streamlines its operations | Ahlsell – Vi gjør..."
  8. ^ a b "Puzzel was acquired by Marlin Equity Partners. - Nordic9.com". nordic9.com. Retrieved 2026-06-15.
  9. ^ "Puzzel | Herkules Capital". Herkules Capital. Archived from the original on 2025-04-22. Retrieved 2026-06-15.
  10. ^ a b "Puzzel AS - Org.nr. 916 938 705 - - Se Regnskap, Roller og mer". www.proff.no (in Norwegian). Retrieved 2026-06-15.
  11. ^ "Marlin portfolio company Puzzel acquires Logicalware | News".
  12. ^ "Puzzel Purchases U-WFM in UK Expansion Plan".
  13. ^ "Marlin portfolio company Puzzel acquires U-WFM | News".
  14. ^ Read, Carly (2021-10-05). "Puzzel Acquires Digital Engagement Firm Vergic".
  15. ^ "Marlin portfolio company Puzzel acquires Vergic | News".
  16. ^ Carter, Rebekah (2022-11-02). "Puzzel Acquires S2 Communications".
  17. ^ "Marlin portfolio company Puzzel acquires S2 | News | Marlin Equity Partners".
  18. ^ Swankie, Hannah. "Puzzel to Acquire SupWiz for Enhanced AI Solutions".
  19. ^ Fisher, Rhys (2024-08-06). "Puzzel Boosts AI Capabilities with SupWiz Acquisition".
  20. ^ Stephen, James (2024-10-24). "Puzzel Agrees to Acquire AI Insights Specialist Capturi".
  21. ^ Puzzel. "Puzzel Acquires Capturi to Boost AI-Powered CX".
  22. ^ a b "Puzzel Overview". SoftwareWorld.
  23. ^ Fisher, Rhys (2025-09-18). "Turning Data into Decisions with Conversational AI".
  24. ^ Centres, Contact- (2025-08-26). "Puzzel Product Launch: Co-Pilot and Live Summary".
  25. ^ Puzzel. "Puzzel Launches AI-Powered Virtual Agent Suite".
  26. ^ "Puzzel Contact Centre". Gartner Peer Insights.
  27. ^ Phillips, Mary (2017-10-31). "A Consistent Challenger – Puzzel included in Gartner's Magic Quadrant for Contact Center as a Service".
  28. ^ Heggie-Collins, Sam (2018-11-06). "Puzzel improves position as a Challenger in Gartner's Magic Quadrant for Contact Center as a Service, Western Europe".
  29. ^ "Puzzel positioned as a Challenger in Gartner's Magic Quadrant for Contact Center as a Service, Western Europe". 2019-10-28.
  30. ^ "Puzzel Contact Centre". Gartner Peer Insights.
  31. ^ "Europe Contact Center as a Service Market 2021 | CCaaS Market".
  32. ^ Singh, Tarini (2023-08-08). "Frost & Sullivan Recognizes Puzzel as the 2023 Company of the Year for Innovative CCaaS Solutions & Advanced AI Capabilities".
  33. ^ "The Total Economic Impact™ Of Puzzel". tei.forrester.com. Retrieved 2026-06-15.
  34. ^ "Target dashboard - Science Based Targets".
  35. ^ "PUZZEL LTD overview - Find and update company information - GOV.UK". find-and-update.company-information.service.gov.uk. Retrieved 2026-06-15.

Category:Telecommunications Category:Artificial intelligence Category:Telephony Category:Companies of Norway Category:Computer companies of Norway Category:1998 establishments Category:Companies listed on the Oslo Stock Exchange

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