U-WFM, a provider of workforce management and optimization software headquartered in Sheffield, has been acquired by Puzzel, a European Contact Centre as a Service (CCaaS) provider.

U-WFM has customers across the UK, US and Australia, giving its customers the ability to forecast demand, monitor adherence, and optimize contact centre operations.

Puzzel is a cloud-based contact centre software provider providing omni-channel tech which is enhance by AI. Headquartered in Oslo, Norway, with offices in six European markets including the UK, Puzzel serves more than 900 customers across 40 countries.

Its acquisition of U-WFM, the details of which were undisclosed, was supported by global investment firm Marlin, Puzzel’s current investment partner.

Matt Hughes, CEO of U-WFM said: “By joining forces with Puzzel we can continue to offer customers a full set of leading integrated contact centre capabilities and become part of an organization with a sizeable presence across key European markets.

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“We look forward to partnering and working alongside the Puzzel team to provide our solutions across Puzzel’s broad customer base.”

Børge Astrup, CEO of Puzzel added: “Companies today face the challenge of keeping top contact centre talent, and employee engagement and resource planning have become key pillars in finding an optimal balance between happy employees and satisfied customers.

“The acquisition of U-WFM addresses this challenge and provides all the key capabilities for modern workforce management wrapped in an appealing and easy to use interface.

“U-WFM also strategically expands our product suite, accelerates our expansion in the U.K. market and represents an exciting milestone in our mission to offer a best-in-class, integrated customer experience.”