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.

Features

  • 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

Benefits

  • 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

Pricing

£45 to £95 per user per month

  • Education pricing available

Service documents

G-Cloud 11

575340103500798

Puzzel Ltd

COLIN HAY

07885756207

colin.hay@puzzel.com

Service scope

Service scope
Software add-on or extension No
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

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 Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
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 Yes

Onboarding and offboarding

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 Yes
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

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Firefox
  • Chrome
  • Opera
Application to install No
Designed for use on mobile devices Yes
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
API Yes
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 Yes
API documentation formats Open API (also known as Swagger)
API sandbox or test environment Yes
Customisation available 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.

Scaling

Scaling
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.

Analytics

Analytics
Service usage metrics Yes
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

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

Asset protection

Asset protection
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 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 CSV

Data-in-transit protection

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

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.

Geo-redundancy:
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

Identity and authentication
User authentication needed Yes
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

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

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
PCI certification Yes
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

Security governance

Security governance
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.

Operational security

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 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.

Secure development

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

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £45 to £95 per user per month
Discount for educational organisations Yes
Free trial available No

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions
Service documents
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