Puzzel Acquires Capturi to Boost AI-Powered CX

Puzzel has announced its acquisition of Capturi, a conversational analytics platform specialising in AI-driven insights for customer interactions. This move reinforces Puzzel’s presence in the European cloud contact centre sector and aligns with their strategy of enhancing their AI-powered Customer Experience solutions.

Frederic Laziou, CEO, Puzzel, said, “By acquiring Capturi, we are taking a big leap forward in our mission to empower businesses to deliver superior customer service.

Capturi’s AI-driven conversational analytics perfectly complement our existing solutions and our recent acquisition in conversational AI, enabling contact centres to gain actionable insights that enhance customer satisfaction and operational efficiency, all while creating value for their organisations.”

The acquisition also integrates Capturi’s capabilities into Puzzel’s existing genAI suite, complimenting it with features such as speech analytics, automated quality management, and agent coaching.

User benefits include AI-driven insights for better decision-making, improved CX through automated trend analysis, scalable AI solutions for contact centres, and more efficient agent coaching through automated quality management.

Tue Martin Berg, CEO, Capturi, added, “We are thrilled to join forces with a leader in the European contact centre industry. Together, we will unlock the full potential of AI-powered conversational analytics, empowering businesses to deliver even more personalised and efficient customer experiences.

This partnership allows us to scale our innovations even further, and deliver value creating solutions to a broader audience, helping them to understand and meet their customers’ needs even better.”

Puzzel’s news marks their second acquisition in 2024, following their takeover of SupWiz back in August.

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