Puzzel Ltd

Puzzel Contact Centre

Puzzel Omni-channel Cloud Contact Centre solution offers Voice, Email, SMS, Web-chat and Social media channels, integrated in a single, compelling, UI.
Puzzel also offers Workforce Optimisation (QM, WFM, PM), Speech Analytics, Payment, Chatbots, Knowledgebases and full integration to CRM systems via a comprehensive API.


  • Voice (Inbound & Outbound)
  • Email
  • SMS
  • Web chat
  • Social Media
  • Workforce & Performance Management & Quality Monitoring
  • Speech Analytics
  • API integrations (CRM etc)
  • Knowledge Base / Self Service / ChatBots
  • PCI DSS Payment Solutions


  • Lower TCO compared with on-premise solutions
  • Rapid deployment - days not months, as with on-premise solutions
  • Scalability in minutes - for peaks and troughs of demand
  • Single view of customer with one integrated user interface (UI)
  • Extensive real time & historical reporting and management information
  • Omni-channel - drives better customer experience
  • Integrated Workforce management and Speech Analytics
  • Flexibility - access anywhere, via any internet device.
  • Ease of budgeting: inclusive upgrades and no maintenance costs
  • Voice, Email, SMS, Web-Chat and Social Media in one desktop


£45 to £95 per user per month

  • Education pricing available

Service documents


G-Cloud 11

Service ID

5 7 5 3 4 0 1 0 3 5 0 0 7 9 8


Puzzel Ltd

Ram Sagoo



Service scope

Software add-on or extension
Cloud deployment model
Private cloud
Service constraints
Planned maintenance is performed out of office hours and typically has no impact upon customers. Sometimes users are logged off, but can then immediately log on again.

Note that many customers use, and rely upon, Puzzel as a 365 x 24 service.
System requirements
  • Device (PC, Mac, laptop, tablet etc) with Internet connectivity
  • A modern browser (all mainstream modern browsers are supported)

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within 1 hour for Priority 1 issues.
User can manage status and priority of support tickets
Online ticketing support accessibility
None or don’t know
Phone support
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Webchat is available via the Puzzel Support pages on our website.
Web chat accessibility testing
Internal testing
Onsite support
Yes, at extra cost
Support levels
One support level is provided for all customers, and is 24 x 7 x 365.

There is no separate charge for Support. Support costs are inclusive in the licence usage costs.

Every customer has an allocated account manager.
Support available to third parties

Onboarding and offboarding

Getting started
On-site training is provided prior to Go-live, for both agents and supervisors.

On Go-live, we typically attend on-site, floor-walking, for the day, to help answer agent questions, etc.

All training and user documentation are provided and made available as part of the set-up process for all customers.

Additional training is always available as part of our ongoing Service Management process.
Service documentation
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Easily. All call recordings, call flows and agent data / records (with their agent groups and skills etc) can be exported at any time using SFTP or other similar mechanisms.
End-of-contract process
All data is usually extracted by the client (ie call data, call flows etc). The ability to extract the data is included in the price of the contract and is technically easy to achieve.

If the customer requires Puzzel support for loading this data into a new system, then that support can be provided at additional cost.

After that, it is as simple as Puzzel disabling the client account in our system. At this point, access for the customer is terminated and the account is purged.

There are no other laborious end of contract procedures; one of the advantages of a pure Cloud solution.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Firefox
  • Chrome
  • Opera
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
Minimal differences.

Some functionality may be reduced for supervisors when using a mobile device.

Otherwise, the full service is available as normal.

We also offer a mobile App for supervisor functionality. Available on Android and Apple app stores
Service interface
What users can and can't do using the API
All functionality can be accessed through our open API.

Details are published.

This includes all agent and administrator functionality.
API documentation
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Customisation available
Description of customisation
Puzzel is fully customisable by agents or administrators, as appropriate.

For example, call flows, messages, and the user interface can all be customised. Custom reports can be created.

Customised integrations (eg to CRM or ERP systems) are also standard customisations.


Independence of resources
Puzzel is a muli-tenant platform, and the architecture is designed to be fully scalable. Agents can be added easily, at any time.

Full redundancy of the system is provided in geographically diverse locations, and we constantly invest in incremental capacity as required to ensure plenty of 'headroom' is always available to allow peaks of demand.

Load balancing across the 2 sites ensures that users are not affected by increased volumes.


Service usage metrics
Metrics types
Full information about the use of Puzzel is provided.

This included standard contract centre MI such as AHT, wait time, number of calls by channel, duration etc etc.

Full details of the service reports would be covered in the pre-sales engagement and during training.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
European Economic Area (EEA)
User control over data storage and processing locations
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Physical access control, complying with another standard
Data sanitisation process
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Data is exported as:
- standard (text) reports
- sound files (for call recording) in all standard formats
- the result of ad hoc SQL queries
as appropriate
Data export formats
  • CSV
  • Other
Other data export formats
  • Pdf
  • Excel
Data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
The guaranteed level of availability is 99.99%.

SLA details are covered in the relevant section.

Users are refunded with service credits as described in the attached “Terms and conditions” document should service level thresholds be breached.
Approach to resilience
Infrastructure & Resilience:
All components in Puzzel's infrastructure are redundant by design. There are three levels of redundancy built into the infrastructure;
Component resilience: Every component in the infrastructure has built in resilience within the unit. This might be as double power adaptors, double network cards, mirrored disks more than one CPU etc.

Load balancing:
All critical infrastructure such as web-servers and application servers are load-balanced allowing operational systems even if components/ servers fail. For components not suited for load-balancing such as databases, advanced synchronization mechanisms are used between the active server and passive servers. This prevents data loss and minimal disruption on fail-over.

All systems can be run at full capacity from either DC1 or DC2 allowing a full outage of either of the data centres. DC2 will take on the services of DC3 in case of a full outage of DC3.
Outage reporting
Email alerts to nominated customer contacts together with a public dashboard showing service availability and status of any ongoing incidents.

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Access to functionality is based upon the role and privileges of the user as defined by the system administrator.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
Between 1 month and 6 months
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
Between 1 month and 6 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
DnV (Den Norsk Veritas)
ISO/IEC 27001 accreditation date
Continuous since 2014
What the ISO/IEC 27001 doesn’t cover
100% of our systems and processes are covered by the certification.
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Who accredited the PCI DSS certification
Self Assessment
PCI DSS accreditation date
What the PCI DSS doesn’t cover
Certification covers Puzzel's credit card payment product.
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
Puzzel is ISO27001 certified (by DnV).

In line with ISO27001, Puzzel performs regular internal audits and risk assessments.

Any security breaches are recorded and actioned at board level.

Security officers at each site ensure that all staff are aware of, and comply with, the security policy.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Configuration and change management is based upon standard ITIL processes.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Bimonthly meetings of Puzzel's security team, chaired by the CISO, identify risks based upon:
- any operational changes
- perceived vulnerabilities
- any security incidents

Security patches are promptly deployed in maintenance windows, or sooner if appropriate.
Protective monitoring type
Protective monitoring approach
When making our services available to our customers, they are carefully monitored. This includes continuous scanning for vulnerabilities, monitoring of intrusion attempts as well as abuse detection. Denial-of-service (DDoS) attack prevention, frequent penetration testing as well as data analytics to make sure that the operation is stable and secure.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
Incident management is based upon ITIL processes. If appropriate ITIL problem management processes are used to eliminate recurring incidents.

Incident reports are provided for all P1 incidents.

Users report incidents by phone or email or using Puzzel's support portal.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks


£45 to £95 per user per month
Discount for educational organisations
Free trial available

Service documents

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