Puzzel to acquire Capturi

Case News
Puzzel, the leading European provider of cloud-based contact centre solutions, backed by the global investment firm Marlin, has signed an agreement to acquire Capturi, a conversational analytics platform specialising in AI-driven insights. This transaction marks Puzzel’s second add-on acquisition in 2024, following its acquisition of SupWiz announced in August. Plesner has acted as lead legal counsel to Puzzel and Marlin on the acquisition of Capturi and SupWiz.

Puzzel offers a customer-centric CX ecosystem designed to give organisations control and visibility over the customer journey. Facing challenges like agent attrition, complex customer needs, and cost management, contact centre leaders struggle with outdated systems and point solutions. Puzzel transforms this by unifying processes, centralising data, automating tasks, and scaling to meet evolving demands.

With Capturi’s expertise in conversational analytics, Puzzel will enhance its product portfolio with a comprehensive suite of AI-powered tools. These tools allow contact centre leaders to gain deeper insights from customer conversations and improve first contact resolution (FCR), customer satisfaction and agent performance, driving greater value across the entire organisation. 

This acquisition further solidifies Puzzel’s position as an innovative leader in the European cloud contact centre space, providing a one-stop ecosystem for businesses looking to leverage AI to improve both their customer and agent experiences. 

The transaction is expected to close in Q4 of 2024.

Plesner's core M&A team on the transaction consisted of Henrik Rossing Lønberg, Martin Anton Svarrer, Andreas Winther Madsen and Amalie Wedde.

Read the Puzzel press release