Puzzel Acquires Digital Engagement Firm Vergic 

Acquisition marks another milestone in Puzzel’s vision to power the future of commerce  

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Puzzel Acquires Digital Engagement Firm Vergic 
Contact CentreInsights

Published: October 5, 2021

Carly Read

Puzzel has today announced the acquisition of Swedish digital engagement company Vergic.  

Vergic’s technology enables companies to engage with online customers at the right moment and via the most efficient channel, through AI-supported messaging and collaboration tools. 

The company’s solutions include advanced chatbots, site messaging, live chat, engagement rules, video and co-browsing. Customers who use Vergic have seen an increase in total website conversion from 5% to 28%. 

Vergic’s customers include household name brands across Scandinavia and Europe, including Citizens Watch, financial services company Storebrand, e-commerce and retailer Clas Ohlson, Swedish government agency Försäkringskassan, and telco giant Telenor. 

Puzzel CEO Frederic Laziou said: “Today, all organisations and brands know they have to provide digital customer service. But we’re now seeing a major evolution in what customer service means to people, both online, in stores and physical locations. 

“Customers are demanding smarter experiences. And we believe that businesses that do not take steps to automate, innovate, and provide empathy when it really matters will be left behind.”

Puzzel will integrate Vergic’s site messaging, chatbot, engagement rule engine, video and co-browsing capabilities into its award-winning cloud Customer Service Platform. 

Vergic will still be developed, maintained and available as a stand-alone or OEM (Original Equipment Manufacturer) product through partners for companies and organisations with a ‘digital first’ need. 

Vergic is Puzzel’s third acquisition in just three years. The company purchased the ticketing platform Logicalware in December 2019 and workforce management solution U-WFM in April last year, expanding its omnichannel cloud contact centre into a fully integrated customer service solution. 

Alexander Lunde, CEO at Vergic said: “We’re delighted to become part of the fast-growing and innovative team at Puzzel. Our technologies and ethos complement each other perfectly, with its Scandinavian heritage and our combined goal to deliver innovative customer experiences. We look forward to working closely together as we build an industry-leading end-to-end customer-centric platform.” 

 

 

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