LOS ANGELES and LONDON, October 11, 2021 – Marlin Equity Partners (“Marlin”) is pleased to announce that it has acquired Vergic Group AB (“Vergic”), a leading digital-first customer engagement platform that offers technology solutions through video, artificial intelligence and supported messaging as well as collaboration tools that improve customers’ online experiences. Headquartered in Malmo, Sweden, and with customers throughout Europe, the company’s solution enables customer service teams to prioritize the right customer on a timely basis to deliver the best service across the most efficient channel. Vergic will be merged with Puzzel, an existing Marlin portfolio company, further strengthening the functionality of Puzzel’s cloud-based contact center solution and enhancing Puzzel’s product suite with high value customer experience applications, including video and co-browsing, site messaging and engagement rules.
“As a close partner of Puzzel, we are delighted to join forces with one of the leading cloud-based contact center software providers in the industry and expand the offering with extended channel capabilities and engagement rules,” said Alexander Lunde, CEO and Co-Founder of Vergic. “We are excited to partner with the Puzzel management team and look forward to continuing together on our journey to power the future of commerce by delivering ‘smart experiences’ for our consumers.”
“We are thrilled to strengthen our existing partnership with the Vergic team and look forward to embedding their premier digital-first solutions into our product suite and enhancing the value we deliver to our global customer base,” said Frederic Laziou, CEO of Puzzel. “Vergic strategically expands our access to a significant network of implementation and technology partners and represents a key step in our mission to enable brands to deliver exceptional experiences for their clients.”
“Customers expect increasingly personalized interactions with customer service organizations, and Vergic’s strategic focus on understanding customers and their digital context is a valuable differentiator in the market,” said Mike Wilkinson, a principal at Marlin. “Through the combination of Puzzel’s existing solutions and Vergic’s co-browsing, video and automated interactions offerings, we look forward to seeing the existing Puzzel in-house solution expand beyond voice, email and omni-channel messaging solutions.”
Puzzel is a leading cloud-based contact entre software provider and was a pioneer in 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. Puzzel was recognised as a Challenger in the 2019 Gartner Magic Quadrant report for Contact Centre as a Service in Western Europe and ranked in the top three European CCaaS providers for 2020 by Frost & Sullivan. Headquartered in Norway, and with offices across Scandinavia, Europe, and the U.K., Puzzel works with more than 1,000 customers across 40 different countries, helping businesses to achieve success beyond voice, connected experiences and empowered employees. For more information, please visit www.puzzel.com.
About Marlin Equity Partners
Marlin Equity Partners is a global investment firm with over $7.7 billion of capital under management. The firm is focused on providing corporate parents, shareholders and other stakeholders with tailored solutions that meet their business and liquidity needs. Marlin invests in businesses across multiple industries where its capital base, industry relationships and extensive network of operational resources significantly strengthen a company’s outlook and enhance value. Since its inception, Marlin, through its group of funds and related companies, has successfully completed over 190 acquisitions. The firm is headquartered in Los Angeles, California, with an additional office in London. For more information, please visit www.marlinequity.com.
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