Puzzel Ltd

Puzzel Contact Centre

Puzzel Contact Centre offers an omnichannel contact centre with Voice, Email , SMS, Web-chat, WhatsApp, Social Media all integrated in a single compelling UI.

It also offers Speech Analytics, PCI Payments, AI / Chatbot, knowledgebase and full integration to other systems via a set of comprehensive open APIs.

Features

• Voice (Inbound & Outbound)
• Email
• SMS
• Web chat
• Social Media including Facebook, Twitter, Trustpilot
• WhatsApp
• 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 and return ion investment
• Immense Scalability by leveraging public cloud vendors
• Single view of customer with one integrated user interface (UI)
• Extensive real time & historical reporting and management information
• Drive a better, frictionless customer experience
• Get insight into customer with contact history and speech analytics
• Flexibility - access anywhere, via any internet device.
• Ease of budgeting: inclusive upgrades and no maintenance costs

£39 a user a month

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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.

Framework

G-Cloud 13

Service ID

395871975135214

Contact

G-Cloud Team
0333 300 0066
gcloud@puzzel.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public 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.; ; 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)
  • A suitable Puzzel Contact Centre licence

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: No
• 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: 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: No
• 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: Yes

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: 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 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: 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.; ; We also offer a mobile App 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 and Agents. The interface is accessible by modern browsers.; ; The Administrator Portal gives administrators 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 use of the service. Using this 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 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 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 such as queues as well as integrations.; ; For example, call flows, messages, and the user interface can all be customised. Custom reports can be created.; ; 3rd party integrations (e.g. to CRM and ERP systems) are available, bot ha s standard and as bespoke integrations which can be customised to specific systems.

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 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

• 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: 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: Microsoft Azure encryption
• 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
• Data import formats: CSV

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 Service is 99.99% with the following exceptions:; - Automated Agent/Chatbot and all Social Media Channels has an Availability target of 99.6%; - SMS Services has an Availability target of 99.6%; - Puzzel Case Management functionality has an Availability target of 99.9%; - Puzzel Softphone functionality has an Availability target of 99.9%; - Co-browsing and Advanced collaboration has an Availability target of 99.8%
• 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
  • 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: 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: IT Governance Ltd
• PCI DSS accreditation date: 14/10/2019
• What the PCI DSS doesn’t cover: Certification covers Puzzel's integrated credit card payment service, provided by Puzzel's sub-contractor
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

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

• 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: No

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.); ; 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 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 Contact Centre is WCAG II compliant and accessible for agents, allowing visually impaired agents to handle contacts via our Agent Application, for both voice and webchat channels. (Demonstrate action to increase the representation of disabled people in the contract workforce); ; Puzzel Contact Centre has multiple means to support disabled people including vulnerability markers, proactive webchat, video, the ability to send pictures and videos to agents, ensuring disabled people are as supported contacting you as others. (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.)
• Wellbeing:

  Wellbeing

  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.; ; This can be extended via Puzzel Contact Centre to supporting agents who may only work on certain contact channels, such as written channels. (Influence staff, suppliers, customers, and communities through the delivery of the contract to support health and wellbeing, including physical and mental health.)

Pricing

• Price: £39 a user a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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.