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CX ecosystem The Puzzel CX ecosystem. Our CX ecosystem The CX ecosystem that empowers your agents and delights your customers. AI Solutions Use automation, insights, and real-time agent support to help you scale smarter. Why Puzzel A better way to run your contact centre Packages Our solutions give you the flexibility to choose the right combination of channels, features and tools. Integrations Streamline your operations Industries we serve. Retail Built for today's shopping experiences Travel & Hospitability Deliver reliable support when and wherever your travellers are Public Sector Transform the citizen experience Energy & Utilities Build trust and build empathy in key moments Banking Modern banking experiences for today's consumers Insurance Elevate insurance for lasting policyholder relationships 💡How AI-ready is your Contact Centre? Take the AI Maturity Curve survey Products Contact Centre. Contact Centre Suite Meet your customers where they are and resolve queries faster. AI-Powered Experiences. Conversational Intelligence Smarter conversations. Powered by AI. Live Summary Real-time call summaries. Hassle-free admin. Co-Pilot Real-time AI support. Confident agents, consistent service. Virtual Agent Suite Suite of chat, voice and email AI agents. Quality Management Smarter QA. Less admin. Better conversations. Operational Excellence. Knowledge Management Structured knowledge. Accurate conversations. Case Management All messages in one place. Workforce Management Elevate team performance with simplified WFM Resources Blog. Blog The latest in CX solutions, tips and tricks and best practices Featured content Forrester study - The Total Economic Impact™ of Puzzel Reports & Calculators. Reports CX leader resources ROI Calculators Quantify the business impact of our solutions Content spotlight Report: EU data sovereignty for the contact centre. Events and webinars. Events and Webinars Expert insights and sessions for customer experience leaders Featured sessions Puzzel Products' Summer School Sessions About About us. Who we are Why we started Puzzel and our values Investors Resources for current and prospective investors in Puzzel Press releases Latest news and announcements from Puzzel Careers Help shape the future of customer service Contact Get in touch with us Support & Learning. Training Unlock your team’s potential with targeted product training that drives results Help Centre Access support, product documentation, and help resources. Customers Partners Become a partner Become a partner Join a network of world-class technology, consulting, and reseller partners Partner hub. Partner hub Your one-stop shop for all partner resources Book a demo Request quote CX ecosystem. All items CX ecosystem. The Puzzel CX ecosystem. Our CX ecosystem AI Solutions Why Puzzel Packages Integrations Industries we serve. Retail Travel & Hospitability Public Sector Energy & Utilities Banking Insurance 💡How AI-ready is your Contact Centre? Take the AI Maturity Curve survey Products. All items Products. Contact Centre. Contact Centre Suite AI-Powered Experiences. Conversational Intelligence Live Summary Co-Pilot Virtual Agent Suite Quality Management Operational Excellence. Knowledge Management Case Management Workforce Management Resources. All items Resources. Blog. Blog Featured content Reports & Calculators. Reports ROI Calculators Content spotlight Events and webinars. Events and Webinars Featured sessions About. All items About. About us. Who we are Investors Press releases Careers Contact Support & Learning. Training Help Centre Customers. Partners. All items Partners. Become a partner Become a partner Partner hub. Partner hub Join other happy customers and start improving your customer experience now. Book a demo Back home Trust Centre What is a Sub-Processor. What is a Sub-Processor A Sub-Processor is a third-party data processor engaged by Puzzel, including entities from within the Puzzel Group, who has or potentially will have access to or process Customer Data (which may contain Personal Data). Puzzel engages different types of Sub-Processors to perform various functions as explained in the tables below. Puzzel refers to third-parties that do not have access to or process Customer Data but who are otherwise used to provide the Services as “Subcontractors” and not Sub-Processors. Due Diligence Puzzel undertakes to use a commercially reasonable selection process by which it evaluates the security, privacy and confidentiality practices of proposed Sub-Processors that will or may have access to or process Customer Data. Contractual Safeguards Puzzel requires its Sub-Processors to satisfy equivalent obligations as those required from Puzzel (as a Data Processor) as set forth in Puzzel’s Data Processing Agreement (“DPA”), including but not limited to the requirements to: Process Personal Data in accordance with data controllers (i.e. Customers) documented instructions (as communicated in writing to the relevant Sub-Processor by Puzzel); In connection with their sub-processing activities, use only personnel who are reliable and subject to a contractually binding obligation to observe data privacy and security, to the extent applicable, pursuant to applicable data protection laws; Provide regular training in security and data protection to personnel to whom they grant access to Personal Data; Implement and maintain appropriate technical and organizational measures (including measures consistent with those to which Puzzel is contractually committed to adhere to insofar as they are equally relevant to the Sub-Processor’s processing of Personal Data on Puzzel’s behalf) and provide an annual certification that evidences compliance with this obligation. In the absence of such certification Puzzel reserves the right to audit the Sub-Processor; Promptly inform Puzzel about any actual or potential security breach; and Cooperate with Puzzel in order to deal with requests from data controllers, data subjects or data protection authorities, as applicable. This policy does not give Customers any additional rights or remedies and should not be construed as a binding agreement. The information herein is only provided to illustrate Puzzel’s engagement process for Sub-Processors as well as to provide the actual list of third-party Sub-Processors and Subcontractors used by Puzzel as of the date of this policy (which Puzzel may use in the delivery and support of its Services). If you are a Puzzel Customer and wish to enter into our DPA, please speak to your key account manager or email us at privacy@puzzel.com. Process to Engage New Sub-Processors Puzzel will provide notice to customers of updates to the list of Sub-Processors that are utilized or which Puzzel proposes to utilize to deliver its Services. Puzzel undertakes to keep this list updated regularly to enable its Customers to stay informed of the scope of sub-processing associated with the Puzzel Services. Pursuant to the DPA, a Customer may object in writing to the processing of its Personal Data by a new Sub-Processor within thirty (30) days following the update of this policy and such objection shall describe Customer’s legitimate reason(s) for objection. If the Customer does not object during such time period, the new Sub-Processor(s) shall be deemed accepted. If a Customer objects to the use of a new Sub-Processor pursuant to the process provided under the DPA, Puzzel shall have the right to cure the objection through one of the following options (to be selected at Puzzel’s sole discretion): Puzzel will cease to use the new Sub-Processor with regard to Personal Data; Puzzel will take the corrective steps requested by Customer in its objection (which remove Customer’s objection) and proceed to use the Sub-Processor to process Personal Data; or Puzzel may cease to provide or Customer may agree not to use (temporarily or permanently) the particular aspect of a Puzzel Service that would involve use of the Sub-Processor to process Personal Data. Termination rights, as applicable and agreed, are set forth exclusively in the DPA. The following is an up-to-date list (as of the date of this policy) of the names and locations of Puzzel Sub-Processors and Subcontractors (including members of the Puzzel Group and third-parties): Third-party Sub-Processors Puzzel works with certain third-parties to provide specific functionality within the Services. These providers are the Sub-Processors set forth below. In order to provide the relevant functionality these Sub-Processors access Customer Data. The following table describes the legal entities engaged by Puzzel in the processing of Customer Data and their respective processing locations. Their use and access are limited to the applicable Services. Currently, the systems used for hosting Customer Data for the Services are located in two separate co-location facilities in Norway and in the infrastructure of the Sub-Processors listed below. Subprocessor Purpose and Description Services Processing Location Auth0 Provides the Single Sign-On Service. Single Sign-On (SSO) EU (AWS) Boost.ai Chatbot framework Chatbot Ireland (AWS) Microsoft Corporation Puzzel delivers the Services from Microsoft Azure as a hosting provider to Puzzel. All EU/EEA, Netherlands, Ireland + UK for UK customers Signicat Signicat provides the Identity & Verification Services to identify subjects. Signicat is a provider of Digital Identity Verification, Authentication, and Signing solutions. Identity & Verification Services Norway Teleopti Teleopti provides Work Force Management Service. Teleopti WFM maximizes contact centre planning with multichannel forecasting, multi-skill scheduling, employee-empowering functionality and self-service, competence development, and monitoring of real-time and past activities. Work Force Management (Teleopti) Amazon Web Services Ticketing is hosted in AWS. Ticketing EU (AWS) SOCIALREL8 LTD (trading as EVALUAGENT) Quality Assurance services Contact Center (PCC) and Case Management (PCM) EU/EEA Capturi A/S CRN: 41 18 35 27 Provides a communication insights platform using artificial intelligence. Ankersgade 12E, 1. tv 8000 Aarhus C EU/EEA Vonage B.V CRN: 34223740 Cloud provider for Voice API. All processing of inbound calls is geo-restricted to Europe. Vonage is only used for SupWiz’ Voicebot product. Prins Bernhardplein 200, Gemeente Amsterdam EU/EEA Scaleway S.A.S CRN: FR 35 433115904 Cloud provider All data is located in Paris, France. 8 rue de la Ville l’Evêque, 75008 Paris, France EU/EEA DeepL SE CRN: HRB 104617 Machine Translation API provider All data is processed exclusively in countries within the European Economic Area. Maarweg 165 50825 Cologne, Germany EU/EEA Dustin Norway AS CRN: 939483969 Provides backup as a Service for Puzzle’s private cloud Norway. Store Puzzel’s off-site backups. Tykkemyr 1, 1597 Moss, Norge EU/EEA Puzzel Group Sub-Processors The following entities are members of the Puzzel Group. Accordingly, they function as Sub-Processors to provide the Services. Entity Name CRN Address Entity Country Description Puzzel AS 916 938 705 Fredrik Selmers vei 3, 0663 Oslo Norway Puzzel AS is responsible for developing, operating and maintaining the Services. Puzzel AS is also responsible for applicable third-party Subprocessors listed below Puzzel AB 556579-4384 Gustavslundsvägen 145, S-167 51 Bromma Sweden Puzzel AS subsidiary – technical support Puzzel AB (Malmö) 556729-8970 Rörsjögatan 25, 211 37 Malmö EU/EEA Puzzel AS subsidiary – Support Services. Speciality Video Call features. (Vergic) Puzzel AB (Uppsala) 556593-4386 Odinslund 2 753 10 Uppsala EU/EEA Puzzel AS subsidiary – Support Services. Puzzel A/S 25254864 H. J. Holstvej 5 A, 2.sal, 2605 Brøndby Denmark Puzzel AS subsidiary – technical support Puzzel Sofia EAD 204077170 5, Lachezar Stanchev Str., Sopharma Business Towers, B, 17th fl. Bulgaria Puzzel AS subsidiary – technical support Puzzel OY 088979 Bulevardi street 21 00120 Helsinki Finland Puzzel AS subsidiary – technical support Puzzel Ltd 4124967 Puzzel Ltd 1 Poultry London EC2R 8EJ UK Puzzel AS subsidiary – technical support SupWiz 38626698 Vesterbrogade 35, 3. floor, 1620 København, Denmark Denmark Puzzel AS subsidiary – Support Services Related articles. No cases found