Puzzel Ltd

Puzzel Digital Engagement

Puzzel Digital Engagement is a digital-first customer service solution. Segment web visitors based on behaviour, journey or value, and offer each the most efficient resolution to their problem. This includes guiding them to web pages, fetching information, documents, or connecting them with an agent over chat, voice or video.


  • Deliver digital and visual support from your website
  • Chatbot / AI
  • Video Chat
  • Contextual Web Chat
  • Share agent screen with visitor
  • Web banners and website messages
  • Create profiles of website visitors
  • Reporting and MI
  • Open APIs


  • Understand your customers by building profiles of each web visitor
  • Convert and nurture web visitors by engaging them with offers
  • Manage contact volumes by guiding visitors to best channel
  • Improve First Contact Resolution by directing visitors to right answers
  • Optimises channel management by routing visitors by priority
  • Increase conversion by offering proactive, contextual help at key times
  • Turns web visitors into loyal customers
  • Deliver efficient self-service with AI


£65.00 a user a month

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@puzzel.com. Tell them what format you need. It will help if you say what assistive technology you use.


G-Cloud 13

Service ID

1 0 2 6 3 4 3 4 1 8 8 8 4 5 7


Puzzel Ltd G-Cloud Team
Telephone: 0333 300 0066
Email: gcloud@puzzel.com

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
Contact Centres, knowledgebases, CRMs / membership databases etc
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints
Planned maintenance is performed out of office hours and typically has no impact upon customers. Exceptionally users are logged off, but can then immediately log on again.
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
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
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Webchat has been tested with an external consultancy company and is WCAG compliant. We do not support testing with screen readers but our services including web chat support are WCAG compliant.
Onsite support
Support levels
Support is as standard within business hours. Weekday Extended Hours support is available for a 5% uplift, and 24/7 support for a 10% uplift.

Business Hours (Weekdays 9am to 5pm) includes Written Support, Web Chat Support and full access to status pages and knowledgebase.

Extended Hours (Weekdays 9am to 10pm) includes all of the above plus Phone Support.

24/7 includes everything above extended to all hours including weekends.

All customers are provided a Key Account Manager and access to our remote support team.
Support available to third parties

Onboarding and offboarding

Getting started
Following our initial Discovery Workshop to begin the delivery process, Puzzel will work alongside your teams to build out the initial intents as agreed and train your staff to self-manage the tool via the Digital Engagement platform. These individuals will be known as Bot Trainers. Training can be delivered in-person or online.

Puzzel will also provide the necessary training for the admin team with documentation available in the Digital Engagement platform. All personnel who will work in the solution will be provided with training post go-live.
Service documentation
Documentation formats
  • ODF
  • PDF
End-of-contract data extraction
All data, bot intents and agent data / records can be exported at any time using SFTP or other similar mechanisms.
End-of-contract process
All data extraction is included within our licence cost. There will be no additional costs to leave. A full Exit Plan will be produced and allow the customer to take their data in a machine readable format and that all other data will be deleted and purged in line with GDPR and UK Data Privacy considerations.

Using the service

Web browser interface
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
All customer facing elements work regardless of device, mobile, desktop or mobile app used.
Service interface
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
The service interface provides access to your administrators such as digital marketing leads and bot trainers. Here they can administer the service, segment visitors, report on service success, train new intents and amend existing intents and workflows.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Webchat has been tested with an external consultancy company and is WCAG compliant. We do not support testing with screen readers but our services including web chat support are WCAG compliant.
What users can and can't do using the API
Our Plug-in framework together with API’s makes it possible to integrate and leverage from other solutions. Since the architecture is also built on a “open platform perspective” most features and functions of Digital Engagement can also be utilized in a modular way, together with or inside other systems and/or applications.

Routing API; move the power of the contact centre platform in to the digital interfaces and utilise the contact centre platform for routing, statistics etc.

CRM API; create and save cases in a CRM system, create proactive engagement rules for Marketing Automation, on-line Sales, Case Management etc. by using CRM data to enrich the customer profile.

Tracking API; provide real time updates to another statistics monitoring system, provide case data, chat transcripts etc. to case management systems.

Bot API; allows any external Bot/AI system to interact with Digital Engagement. The Bot service can leverage the powerful engagement and collaborative tools and transfers from Bot to human agent and back again becomes totally seamless.

Desktop plug-in API; enriches the agent experience, plug-in provides easy access to data from external systems, for instance a Knowledgebase, specific case data etc. for simplified and faster case resolution.
API documentation
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Customisation available
Description of customisation
Customers can customise the customer facing elements including colours, fonts, images, and CSS.


Independence of resources
Digital Engagement is a multi-tenant platform, and the architecture is designed to be fully scalable. Licences 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 within the cloud ensures that users are not affected by increased volumes.


Service usage metrics
Metrics types
The solution allows you to track metrics such as website visitors, conversions, bot conversations, offer success and more.

This can be viewed within Digital Engagement or via the Tracking API to a 3rd party system or data warehouse.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports


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
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
Other data at rest protection approach
Microsoft Azure encryption
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:
* Restful API
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • API
  • SQL
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
Guaranteed uptime of Puzzel Digital Engagement is 99.8%
Approach to 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 instance allowing a full outage of either of the data centres. DC2 will take on the services of DC1 in case of a full outage of DC1.
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 contact the support team to get audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
At least 12 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
Cyber essentials
Cyber essentials plus
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.

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. This includes conducting risk analysis of all changes, all changes go via a change approval board before being released within a scheduled maintenance window held every two weeks.
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
Supplier-defined controls
Protective monitoring approach
Monitoring of cloud instance including 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 ticket, web chat, phone or email via Puzzel's Help Portal.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks

Social Value

Fighting climate change

Fighting climate change

Our software solutions encourage remote and home working to reduce travel in communities to the office and allow staff to accomplish more without commuting.

Our software is browser-based and allows for home working via web-based interfaces, softphone, and integrations into other systems reducing the need for working in the office. (Deliver additional environmental benefits in the performance of the contract including working towards net zero greenhouse gas emissions)
Covid-19 recovery

Covid-19 recovery

Our solutions enable those who are shielding to return to work with home or remote working enabled software and actually increase productivity by allowing them to take customer contacts without being in the office. (Support people and communities to manage and recover from the impacts of COVID-19, including those worst affected or who are shielding.)

Puzzel Digital Engagement actively encourages organisations to embrace digital first abilities by analysing website visitors and giving each visitor the help, they need to accomplish their goal on your website. This includes increasing conversion rates for sales, deflecting contact from the contact centre by proactively assisting customers. (Support organisations and businesses to manage and recover from the impacts of COVID-19, including where new ways of working are needed to deliver services.)

Our Puzzel software solutions improve workplace conditions by enabling remote and home working and allow staff to accomplish more without commuting to the workplace. This allows for safe social distancing, via remote working, and sustainable travel solutions by encouraging home working. (Improve workplace conditions that support the COVID-19 recovery effort including effective social distancing, remote working, and sustainable travel solutions.)
Tackling economic inequality

Tackling economic inequality

Puzzel Digital Engagement targets and segments your website visitors intelligently, increasing conversion rates and actively reduces contact rates into your contact centre. (Support innovation and disruptive technologies throughout the supply chain to deliver lower cost and/or higher quality goods and services.)

Puzzel is ISO27001 and Cyber Essentials certified, with a robust approach to software development and delivery.

All Puzzel software solutions are delivered securely including over TLS 1.2 secure browser connections ensuring customer data is secure in transit, reducing risk of data loss. (Demonstrate action to identify and manage cyber security risks in the delivery of the contract including in the supply chain)
Equal opportunity

Equal opportunity

Puzzel Digital Engagement allows you to better cater for website visitors including via AI-powered chatbot responses, to ensuring visitors are catered for based on their profile. This could mean disabled visitors are catered for and are driven to those areas and contact channels best suited to them. (Influence staff, suppliers, customers, and communities through the delivery of the contract to support disabled people.)

Puzzel has a robust policy on ethics and best practices in the workplace. Whilst we currently so no meet the requirement for modern slavery reporting and statements, we can confirm that we use best practice in our supply chains to ensure we do not use slavery at any point. (Demonstrate action to identify and manage the risks of modern slavery in the delivery of the contract, including in the supply chain.)


Remote workplace technologies such as those offered by Puzzel can support a positive approach to mental health, such as reducing in-person contact for those that deal with social anxieties. (Influence staff, suppliers, customers, and communities through the delivery of the contract to support health and wellbeing, including physical and mental health.)


£65.00 a user a month
Discount for educational organisations
Free trial available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@puzzel.com. Tell them what format you need. It will help if you say what assistive technology you use.