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)
- 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
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
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.
|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||Yes|
|Online ticketing support accessibility||None or don’t know|
|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|
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||Yes|
Onboarding and offboarding
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.
|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.|
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||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||
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
|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 formats||Open API (also known as Swagger)|
|API sandbox or test environment||Yes|
|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||Yes|
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.
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||European Economic Area (EEA)|
|User control over data storage and processing locations||No|
|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||Yes|
|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
|Data export formats||
|Other data export formats||
|Data import formats||CSV|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||Legacy SSL and TLS (under version 1.2)|
Availability and resilience
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.
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||Yes|
|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||
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||Yes|
|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||No|
|CSA STAR certification||No|
|Who accredited the PCI DSS certification||Self Assessment|
|PCI DSS accreditation date||18/10/2016|
|What the PCI DSS doesn’t cover||Certification covers Puzzel's credit card payment product.|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|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.
|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||Undisclosed|
|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.
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||No|
|Price||£45 to £95 per user per month|
|Discount for educational organisations||Yes|
|Free trial available||No|