Puzzel Ltd

Puzzel Quality Assurance

Puzzel Quality Assurance is a cloud-based quality and performance improvement platform that enables you to score customer-interactions, produce detailed reports, and quickly highlight opportunities for improvement.

Features

• Evaluate customer interactions across all customer contact channels
• Realtime access to performance data and coaching sessions
• Call recording integration with Puzzel, NICE, Five9, etc
• Automated workload assignment
• Calibration tool
• Fully featured feedback and acknowledgement workflow
• Performance review module for 1-2-1's / PDP's / etc
• CRM Integration (Salesforce, Zendesk, Freshdesk, etc)
• Single Sign-on and Open API access for managing large teams
• In-app, Email and Instant Messaging via Slack & Microsoft Teams

Benefits

• Reduce Agent Attrition and Increase Employee Engagement
• Improve Operational Efficiency of Contact Centre
• Deliver Enhanced Customer Experience
• Reduce Operational Costs of Contact Centres
• Central Repository of Performance Data
• Support Employees in the Office and in a Homeworking Setting
• Demonstrate Compliance & Fair Treatment of Customers (TCF)
• Actionable Metrics for Team Improvement
• Fair, Unbiased and Consistent Auditing
• Increase First Contact Resolution (FCR)

£14.00 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 14

Service ID

463732364237981

Contact

G-Cloud Team
0333 300 0066
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: You can use Puzzel Quality Assurance to evaluate contacts generated in Puzzel Contact Centre and third party systems such as Zendesk, Freshdesk, Intercom, NICE inContact, Five9, Freshcaller, Salesforce, Aircall, Ring Central and many more.
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • OSX Safari 11.1.2
  • IOS Safari - Any
  • Firefox v60 onwards
  • Windows Safari 5.1
  • Internet Explorer 11+
  • Chrome / Edge v65 onwards

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), 7 days a week
• 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: Our Basic support plan is available within business hours. Paid-for support plans below are available for increased levels of support and reporting. The Standard support plan (Weekdays 9am to 5pm) includes Written Support, Web Chat Support, Service Level reporting and full access to status pages and knowledgebase. The Premium plan (Weekdays 9am to 10pm) includes all of the above plus Phone Support. Our Elite plan includes everything above extended to 24 /7. All customers are provided a Key Account Manager and access to our remote support team. Furthermore, customers can elect to purchase additional reporting and a Service Manager for increased levels of support and attention.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We have in-app help available and in the help site https://support.evaluagent.com/.; ; Each customer is also assigned a Key Account Manager they can contact directly for help getting started.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Users have the ability to extract data from the account via our API's or the data export within the product.
• 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:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Our web application has been designed responsively so it can be easily viewed on the users device of choice.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: You can administer users of Puzzel QA using our API, as well as administer user groups and you can administer roles using our API.; ; You can also access Contact and Evaluation data entered in to Puzzel QA using our API. You can also generate contacts using the API.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can set a custom colour and upload their organisation's logo to Puzzel QA. This is done via our administration area.

Scaling

• Independence of resources: Puzzel QA is run within Amazon Web Services. Our partner utilises AWS's EC2's auto-scaling and EKS autoscaling features to ensure our service expands and contracts to meet user requirements.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: EvaluAgent

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: European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users can export their data in to a CSV format or use our public API
• Data export formats:
  • CSV
  • Other
• Other data export formats: API
• Data import formats:
  • CSV
  • Other
• Other data import formats: Open API to import Contacts from 3rd Party tools

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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Puzzel QA availability SLA is 99.9%.
• Approach to resilience: This information is available on request.
• 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: User Roles and Permissions can be customised from within Puzzel QA. Users are only able to access areas of the application that their permission allows. We provide standard roles on initial setup and these can be customer/removed as necessary.
• 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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time 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: 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: Puzzel QA is covered by our partner's certification and not Puzzel's which covers our processes and services.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• 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: No
• Security governance approach: We are currently undergoing to process of ISO/IEC 27001:2013 certification.; ; All of our processes and documentation follow the ISO/IEC 27001:2013 standard.
• Information security policies and processes: We are compliant with the ISO/IEC 27001:2013 standard and are undertaking a project to gain certification.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All configuration and development changes pass through stringent processes that included automated and manual testing (incl. Unit Testing, Acceptance Tests, Static Code Analysis and Browser testing), peer reviews through multiple stages of version control.; ; All changes are tracked using our partner's ticketing tool and are assigned a unique reference number and owner.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our partner gathers information regarding potential vulnerabilities via multiple sources incl. CVE registry's and automated alerts via GitHub security advisories based on components of our code.; ; Threats are reviewed immediately and critical threats are patched within 3 hours.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: This information is available on request
• Incident management type: Supplier-defined controls
• Incident management approach: Users report incidents by ticket, web chat, phone or email via Puzzel's Help Portal. Incident reports are provided for all P1 incidents.; ; For common events our partner has pre-defined processes that their staff follow via playbooks they have stored in their Help Centre.

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

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  As a responsible provider of services, Puzzel has committed to the goal of achieving Net Zero environmental impact by no later than 2030.; ; To support the theme of Fighting Climate Change, we can commit to one, or a series of, actions with each buyer to positively impact the local community. The suggested actions include but are not limited to the following:; ; • Re-purposing IT equipment for local bodies such as Schools and VCSE’s to enable access to technology without further impacting the environment.; • Supporting schools and VCSE's with volunteering programs to assist with tree planting and other positive environmental action.; • Using our software and training teams, enabling a culture of hybrid or remote working to reduce the buyer’s environmental impact.; ; For each Social Value commitment, Puzzel will ensure specific, measurable criteria is agreed with each buyer and every year we shall report upon these with demonstrable reporting.

  Covid-19 recovery

  We are focussed on assisting buyers and their communities in recovering from the impact felt by Covid-19 with helping to enable positive social and economic impacts.; ; To support the theme of Covid-19 recovery, we can commit to one, or a series of, actions with each buyer to positively impact the local community. The suggested actions include but are not limited to the following:; ; • Re-purposing IT equipment for local bodies such as Schools and VCSE’s to enable access to technology in the community, so they are not left behind by the increasing cost of purchasing new technology.; • Supporting schools / VCSE's with digital skills training, to help upskill the young, the unemployed, the disadvantaged, and the elderly in the community.; • Using our software and training teams, enabling a culture of hybrid / remote working to assist the buyer in improving their capabilities and gaining efficiencies as they cut the cost of per employee of having to provide permanent desk space.; • Using our apprenticeship levy to fund apprenticeships in the local community to those that may still be recovering from the impact of Covid-19.; ; For each Social Value commitment, Puzzel will ensure specific, measurable criteria is agreed with each buyer and every year we shall report upon these with demonstrable reporting.

  Tackling economic inequality

  We are focussed on assisting buyers and their communities in tackling economic inequality with helping to enable positive social and economic impacts, removing barriers to employment, and helping the community to develop new skills.; ; To support the theme of Tackling Economic Inequality, we can commit to one, or a series of, actions with each buyer to positively impact the local community. The suggested actions include but are not limited to the following:; ; • Re-purposing IT equipment for local bodies such as Schools and VCSE’s to enable access to technology in the community, so they are not left behind by the increasing cost of purchasing new technology.; • Supporting schools / VCSE's with digital skills training, to help upskill the young, the unemployed, the disadvantaged, and the elderly in the community.; • Using our software and training teams, enabling a culture of hybrid / remote working to assist the buyer in improving their capabilities and gaining efficiencies as they cut the cost of per employee of having to provide permanent desk space.; • Using our apprenticeship levy to fund apprenticeships in the local community to increase opportunities for work to those that may be hindered from achieving it.; ; For each Social Value commitment, Puzzel will ensure specific, measurable criteria is agreed with each buyer and every year we shall report upon these with demonstrable reporting.

  Equal opportunity

  We are focussed on assisting buyers and their communities with increased equal opportunity for all by removing inequality in the workplace, and increasing the ability of employers to support employees from a wide-range of backgrounds and capabilities.; ; To support the theme of Tackling Economic Inequality, we can commit to one, or a series of, actions with each buyer to positively impact the local community. The suggested actions include but are not limited to the following:; ; • Re-purposing IT equipment for local bodies such as Schools and VCSE’s to enable access to technology in the community, to increase the ability of these bodies to offer access to IT equipment to more people.; • Supporting schools / VCSE's with digital skills training, to help upskill the young, the unemployed, the disadvantaged, and the elderly in the community.; • Using accessibility standards in our software development to enable the buyer to open employment opportunity and increasing the pool of people who can work using our software by using WCAG standards.; • Using our apprenticeship levy to fund apprenticeships in the local community to increase opportunities for work experience to those that may be hindered today from achieving it.; ; For each Social Value commitment, Puzzel will ensure specific, measurable criteria is agreed with each buyer and every year we shall report upon these with demonstrable reporting.

  Wellbeing

  We are focussed on assisting buyers and their communities in improving the health and wellbeing of their citizens including mental and physical health, healthier ways of living as well as access to basic foodstuffs.; ; To support the theme of Wellbeing, we can commit to one, or a series of, actions with each buyer to positively impact the local community. The suggested actions include but are not limited to the following:; ; • Supporting schools and VCSE's with volunteering programs to assist with local wellbeing projects and communities whereby we can positively impact physical and mental health.; • Supporting schools / VCSE's with mental health and other soft skill training, to help increase awareness amongst the young, the unemployed, the disadvantaged, and the elderly in the community.; • Donating to foodbanks and other local intiatives to increase the ability of the community to feed itself.; ; For each Social Value commitment, Puzzel will ensure specific, measurable criteria is agreed with each buyer and every year we shall report upon these with demonstrable reporting.

Pricing

• Price: £14.00 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.