Puzzel Acquires Logicalware Customer Engagement Platform

Puzzel 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’s best-in-class suite of customer service software solutions allow agents to efficiently and cost-effectively manage their customer support services.

They will be merged with Puzzel, further strengthening its CCaaS offering by providing users with an omnichannel end-to-end view of each customer interaction and enhancing customer service workflow efficiencies and automation.

“Puzzel has a superb omnichannel contact centre 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

Børge Astrup, CEO of Puzzel, stated, “This acquisition allows Puzzel to expand its presence in the UK 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 omnichannel cloud contact centre 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.”

For more information about Puzzel, visit: www.puzzel.com

Author: Robyn Coppell