Contact Centre

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud

Private cloud
Service constraints: Planned mainteanance is performed out of hours and typically has no customer impact. Exceptionally users are logged off but can then immediately log back on again.

Note that many customers use, and rely upon, Puzzel as a 24 x 7 x 365 service.
System requirements: Device (PC, Mac, laptop, tablet etc.) with Internet connectivity

A modern browser (all mainstream modern browsers are supported)

A suitable Puzzel Contact Centre licence

User support

Email or online ticketing support: Email or online ticketing
Support response times: Questions are responded to in line with other support requests. Support priority is determined by impact and urgency leading to priority levels where P1 is the highest priority and P4 is the lowest. P1 update frequency is every hour, P2, up to 4 hours during office hours, P3 and 4 daily during office hours.
User can manage status and priority of support tickets: No
Phone support: Yes
Phone support availability: 24 hours, 7 days a week
Web chat support: No
Onsite support: Yes, at extra cost
Support levels: Support is as standard within business hours. Weekday Extended Hours support is available as is 24/7 support for additional cost.

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 an Account Manager and access to our remote support team.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: On-site or virtual training is provided prior to Go-Live, for all users of the software. On Go-live, we typically attend on-site by floor-walking for the day, to help answer user questions and troubleshoot. All training and user documentation are provided and made available as part of the set-up process for all customers. Additional training is always purchasable as part of our ongoing Customer Success process.
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: All call recordings, call flows and agent data / records (with their agent groups and skills etc) can be exported as any time using SFTP or other similar mechanisms.
End-of-contract process: All data extraction is included within our licence cost, however, any additional support if required may be charged at Professional Service rates per day.

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: Yes
Supported browsers: Microsoft Edge

Firefox

Chrome

Safari
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.

A mobile App is also available for supervisor functionality. Available on Android and Apple app stores.
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: The service interface provides access for Administrators/Agents.

The Administrator Portal gives administrators and supervisors the tool they need to gain better control of their day-to-day operations. For example:
- Access to reports
- Agent set up
- Configuration of queue parameters
- Configure settings for web-chat & social media
- Knowledgebase management

The Agent Application allows agents to control their use of the service. Using this interface they can:

* Select the device they want to receive calls on
* Log in and out of queues
* Set their availability status
* Configure their dashboard
* Access the knowledgebase
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.
API: Yes
What users can and can't do using the API: All functionality can be accessed through the Puzzel open API.

Details are published here: https://help.puzzel.com/api-documentation/puzzel-api-documentation

This includes all agent and administrator functionality.
API documentation: Yes
API documentation formats: HTML

PDF
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: Puzzel Contact Centre is fully customisable by agents (for their own interface) or administrators, as appropriate. This is via the use of widgets and tabs on-screen to add certain views and cater to their own screen(s) layout. Custom reports and dashboards can also be created by administrators. 3rd party integrations are also available via open REST-based APIs and a Widget API is also available for customers to develop their own integrations.

Scaling

Independence of resources: Puzzel Contact Centre is a multi-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 sites ensures that users are not affected by increased volumes.

Analytics

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

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

Full details of the service reports is covered in the pre-sales engagement and during training.
Reporting types: API access

Real-time dashboards

Regular reports

Resellers

Supplier type: Reseller providing extra features and support
Organisation whose services are being resold: Puzzel

Staff security

Staff security clearance: Other security clearance
Government security clearance: None

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: United Kingdom

European Economic Area (EEA)
User control over data storage and processing locations: Yes
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: All data at rest is encrypted to AES 256 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 as appropriate.
Data export formats: CSV

Other
Other data export formats: PDF

Excel

MP3

WAV
Data import formats: CSV

Other
Other data import formats: MP3

WAV

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: The availability target for the Puzzel Contact Centre is 99.99% with Other Puzzel Services targeted at 99.9%. (Workforce management, storage services, voice bot and agent assist are included in Other Puzzel Services).
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 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: Yes
User authentication: 2-factor authentication

Identity federation with existing provider (for example Google Apps)

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

Identity federation with existing provider (for example Google Apps)

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: 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: N/A
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: Yes
Who accredited the PCI DSS certification: IT Governance Ltd
PCI DSS accreditation date: Continuous since 2019
What the PCI DSS doesn’t cover: Certification covers Puzzel's integrated PCI payment service, provided by Puzzel's sub-contractor
Cyber essentials: Yes
Cyber essentials plus: No
Other security certifications: Yes
Any other security certifications: ISO27701 Extension to ISO27001 for privacy information management

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 and therefore has a thorough, standard based approach to Information Security policies and processes including, but not limited to: an Information Security Policy. Privacy Policy, Acceptable Use Policy, Data Retention and Destruction Policy, Infrastructure Hardening Policy, Quality Policy, Operational Security Policy, Access Management Policy and Physical Security Policy. In line with ISO27001, Puzzel performs regular internal audits and risk assessments. All staff are trained once per annum on the policy. Any security breaches are recorded and actioned at board level. Intercitys Head of Governance and Assurance reports directly into the Board and is responsible for managing Intercity's fully integrated management system with includes ISMS, QMS, BCM, SMS and EMS. Intercity is committed to ensure the Confidentiality, Integrity and Availability of all systems and the data that resides within them. Core to the principles is compliance to ISO27001 which provides a sound basis for our security policies and managing risk to information assets. A schedule of both internal and external audits is in place along with a program of continual improvement to ensure policies are appropriate to the requirement and that policies, processes and work instructions are being followed. Key objectives and KPIs are tracked and monitored.

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: Bi-monthly meetings of Puzzel's security team, charied by the CISO, this identifies 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: Supplier-defined controls
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: No

Social Value

Fighting climate change

We are committed to reducing our environmental impact and continually improving our environmental performance as an integral and fundamental part of our business strategy and operating methods.

Our policy is to:

• Support and comply with or exceed the requirements of current environmental legislation and codes of practice.
• Minimise our waste and reuse or recycle as much of it as possible.
• Minimise energy and water usage in our buildings, vehicles, and processes to conserve supplies, and minimise our consumption of natural resources, especially where they are non-renewable.
• Apply the principles of continuous improvement in respect of air, water, noise, and light pollution from our premises and reduce any impacts from our operations on the environment and local community.
• As far as possible purchase products and services that do the least damage to the environment and encourage others to do the same.
• Assess the environmental impact of any new processes or products we intend to introduce in advance.

We’re certified to ISO140001:2015 and a member of two Corporate Social Responsibility (CSR) initiatives - Global Compact and Eco Vadis.

• The EcoVadis sustainability assessment methodology evaluates how well a company has integrated the principles of Sustainability/CSR into their business and management system.
• The methodology is built on international sustainability standards, including the Global Reporting Initiative, the United Nations Global Compact, and the ISO 26000, covering 200 spend categories and 160+ countries.
• The Sustainability Scorecard illustrates performance across 21 indicators in four themes: Environment, Labour and Human Rights, Ethics, and Sustainable Procurement.
• Intercity Technology’s current EcoVadis score for 2022 – 2023 is 81% (up from 68% in previous years).
• We have been awarded by EcoVadis a platinum medal in recognition of our sustainability achievement for our score which is in the top 1%.

Pricing

Price: £43.00 a user a month
Discount for educational organisations: No
Free trial available: No

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Contact Centre

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents