{"id":19496,"date":"2020-04-15T12:58:02","date_gmt":"2020-04-15T12:58:02","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=19496"},"modified":"2020-07-06T21:31:09","modified_gmt":"2020-07-06T21:31:09","slug":"puzzel-acquires-u-wfm-to-add-employee-engagement-and-scheduling-suite","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/puzzel-acquires-u-wfm-to-add-employee-engagement-and-scheduling-suite\/","title":{"rendered":"Puzzel Acquires U-WFM to Add Employee Engagement and Scheduling Suite"},"content":{"rendered":"\"Puzzle\n

Puzzel, a leading European Contact Center as a Service (CCaaS) provider, has announced the acquisition of U-WFM a leading provider of workforce management and optimization software. <\/strong><\/p>\n

Headquartered in Sheffield, U.K., and with customers across the U.K., U.S. and Australia, U-WFM\u2019s solution gives its customers the ability to forecast demand, monitor adherence, and optimize their contact center operations for companies of all sizes and across any industry vertical.\u00a0 This acquisition was supported by Marlin, Puzzel\u2019s current investment partner.<\/p>\n

\"Matthew\u201cWe believe there is an easier way to deploy workforce management solutions accessible to all contact centers, regardless of size. By joining forces with Puzzel we can continue to offer customers a full set of leading integrated contact center capabilities and become part of an organization with a sizeable presence across key European markets,\u201d said Matt Hughes, CEO of U-WFM. \u201cWe look forward to partnering and working alongside the Puzzel team to provide our solutions across Puzzel\u2019s broad customer base.\u201d<\/p>\n

\"Borge\u201cCompanies today face the challenge of keeping top contact center talent, and employee engagement and resource planning have become key pillars in finding an optimal balance between happy employees and satisfied customers,\u201d said B\u00f8rge Astrup, CEO of Puzzel.<\/p>\n

\u201cThe acquisition of U-WFM addresses this challenge and provides all the key capabilities for modern workforce management wrapped in an appealing and easy to use interface.U-WFM also strategically expands our product suite, accelerates our expansion in the U.K. market and represents an exciting milestone in our mission to offer a best-in-class, integrated customer experience.\u201d<\/p>\n

\u201cEngaging and efficiently deploying contact center agents is becoming an ever more important challenge for our customers. In U-WFM, we identified a strong business that was capable of solving this problem with a scalable and flexible software product offering designed to support organizations of all sizes,\u201d said Mike Wilkinson, a Principal at Marlin. \u201cU-WFM is supported by a great customer base that is diversified across multiple industries. We are excited to offer Puzzel customers a modern, integrated customer engagement platform purpose built for contact centers.\u201d<\/p>\n

\u00a0<\/strong>About Puzzel<\/strong><\/p>\n

Puzzel is a leading cloud-based contact\u00a0center\u00a0software provider and\u00a0was a\u00a0pioneer\u00a0in offering integrated customer engagement as an easily-deployed service. Today, the company combines omni-channel technology with artificial intelligence capabilities to provide comprehensive, end-to-end customer interaction solutions in an age of digitization.<\/p>\n

Puzzel\u00a0was\u00a0recognized as a\u00a0Challenger in the\u00a02019\u00a0Gartner Magic Quadrant\u00a0report\u00a0for Contact Center\u00a0as a Service\u00a0in\u00a0Western Europe<\/a>\u00a0for the\u00a0fifth\u00a0consecutive year, reflecting\u00a0its\u00a0rapid\u00a0growth, functional\u00a0breadth, standards compliance,\u00a0and commitment to\u00a0customer service and support. Headquartered in Oslo, Norway, with offices in six European markets including the U.K.,\u00a0Puzzel\u00a0serves more than 900 customers across 40 countries.\u00a0For more information, please visit\u00a0www.puzzel.com<\/a>.<\/u><\/p>\n","protected":false},"excerpt":{"rendered":"

Puzzel, a leading European Contact Center as a Service provider, has announced the acquisition of U-WFM a leading provider of workforce management and optimization software..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/19496"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=19496"}],"version-history":[{"count":26,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/19496\/revisions"}],"predecessor-version":[{"id":19532,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/19496\/revisions\/19532"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=19496"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=19496"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=19496"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}