Verint Systems Inc.

Enterprise Feedback Management

Verint Enterprise Feedback Management provides organisations a Survey Tool allowing the ability to collect, analyse and act on structured feedback from surveys, as well as unstructured feedback from open text inputs. The product supports multiple channels (e-mail, telephone, web, mobile and SMS) enabling feedback from staff, constituents and community stakeholders.

Features

  • Multi-channel feedback
  • Transactional and relationship surveys
  • Case Management
  • Triggers and alerts
  • Dashboard reports
  • Survey workflow
  • Hierarchical reporting and permissions
  • Mobile reporting app
  • Embedded text analytics
  • Online Survey Tool for Research gathering purposes

Benefits

  • Research feedback from key stakeholders via an Online Tool
  • Automatically create and follow up on cases
  • Segment and target key constituents easily
  • Use known information to personalize interactions
  • Easily control frequency/timing of feedback efforts to avoid fatigue
  • Full branding control to ease data collection efforts
  • Ability to deploy Survey Tool in multiple languages simultaneously
  • Ability to share data via dashboards and published reports
  • Automated report distribution
  • Built-in workflow to ensure proper oversight of efforts

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints No
System requirements
  • Application hosted by Verint
  • EFM is a Web-based application
  • Verint supports current Web browsers and the preceding version

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Monday to Friday 8am-6pm
Weekends – Next business day
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Onsite support
Support levels Our software solution is available 24/7, excluding scheduled downtime.

“Verint Global Support” aims to provide world-class support. Verint offers a variety of support plan options from which you can select the plan to which you want to subscribe. Application support is tiered into 4 severity levels.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started The service is completely configurable in terms of survey design, branding and reporting.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Customers are free to download their data
End-of-contract process This is typically scheduled on an automated basis as customer sometimes have the need to export the data for internal Data warehouse integration. The solution allows you to automated an export, manually export as and when required.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install Yes
Compatible operating systems Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Data collection can be managed on mobile devices and users can access the system through their mobile browser.
Service interface Yes
Description of service interface The Verint EFM application is designed for the non technical business user enabling them with the ability to create, deploy and analyse surveys across multiple channels. The Application UI is 100% web based and is accessed via a supported Web browser
Accessibility standards None or don’t know
Description of accessibility The application User Interface (for survey design and distribution) does not address accessibility standards but the survey design is geared to support this. The Web Accessibility section is available through the User interface. You can apply the Web accessibility options to your survey by selecting the Use fieldset tags check box. It groups the question elements together, resulting in a border around the question. When you generate the survey HTML, label tags and title attributes are created by default. These options allow the generation of 508 Compliant HTML that conforms to Web form guidelines for users with disabilities.
Accessibility testing N/A
API Yes
What users can and can't do using the API Verint EFM has an open API. This can be used to integrate with operational systems. This would need to be scoped if this method is required. Typically most organisations integrate via flat file sftp data transfer as the most cost effective solution
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation The solution is designed for the non technical business user and with self service design capabilities. Enabled users can create their own surveys and reports, Brand them according to their Brand Standards.

Scaling

Scaling
Independence of resources The platform is used by many major corporations and is sized and built on an elastic infrastructure to meet peak demands.

Analytics

Analytics
Service usage metrics Yes
Metrics types In terms of customer experience metrics the solution is agnostic to a particular metric and allows organizations to measure the service experience using any scale, for example ACSI, NPS, CES etc. These metrics and reports are shared across the business using the built in reporting capabilities. It is also possible to schedule automated reports using the built in scheduler or run reports on demand.
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
User control over data storage and processing locations No
Datacentre security standards Managed by a third party
Penetration testing frequency At least once a year
Penetration testing approach In-house
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Other
Other data at rest protection approach All data transmitted to and from the Verint Enterprise client when running in secure mode is over https. We also make use of standard security protocols, plug-ins and facilities such as (such as SSL, SSH, SFTP, POP3S, etc.), similarly, our Web Services can also conform to the WS-Security standards. File level encryption is also supported through the Java Cryptography Extensions API (which supports a number of cryptography technologies including AES 128-bit).
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach This is typically scheduled on an automated basis as customer sometimes have the need to export the data for internal Data warehouse integration. The solution allows you to automated an export, manually export as and when required.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • MS Word
  • MS Excel
  • MS PPT
  • Adobe PDF
  • CSV
  • TSV
  • SPSS
Data import formats
  • CSV
  • Other
Other data import formats
  • CSV
  • TSV
  • TXT
  • XML

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability Commercially reasonable efforts to maintain a 24/7 service excluding scheduled maintenance
Approach to resilience Full details can be viewed in the Data Security document, High availability hardware, load balancing and overall Data Centre design ensures high availability and resiliency.
Outage reporting Support and Network operations and online notifications within the main login page.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Username or password
  • Other
Other user authentication We offer 2 forms of authentication. EFM Authentication that requires a secure username/strong password combination based on named users or integration via SSO for example Windows or SAML
Access restrictions in management interfaces and support channels Stored within the application and available for the period of usage.
Access restriction testing frequency At least once a year
Management access authentication Identity federation with existing provider (for example Google Apps)

Audit information for users

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 User-defined
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 IQNet
ISO/IEC 27001 accreditation date 01/02/2017
What the ISO/IEC 27001 doesn’t cover The following is covered by Verint’s ISO27001 certification:

Business Processes: Delivery, implementation and support relating to actionable intelligence solutions and value-added services for enterprise workforce optimisation and security intelligence markets.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

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 Verint invests in technology, people, processes, and partners to protect customer information. Our software as a service (SaaS) solutions are created and deployed with the protection of customer data at the forefront of our designs. We evaluate all aspects of risk to provide solutions that meet strict levels of protection.
Architecting secure solutions starts as a true collaborative effort among Verint’s dedicated global software development teams, operations teams, security professionals, legal teams, and hosting partners. Each has a hand in securing various aspects of the solution, from the data center layer to the business layer. Solution security is regularly audited and refined to help ensure the highest levels of protection are continuously maintained.
Verint works together with industry-leading hosting partners, including Rackspace and Savvis, in providing secure solutions. These organizations maintain third-party certifications and are required to validate their compliance with various industry-accepted auditing standards and regulations on a regular basis.
Verint offers a peace-of-mind solution that is consistent with our customers’ current security program requirements.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach Verint schedules Vulnerability/Penetration testing to be performed at a minimum annually. Specific testing is carried out as needed. Any vulnerabilities or issues found are managed appropriate to their risk.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Our hosting provider monitors and maintains network intrusion detection systems (NIDS) sensors to detect attacks against their networks.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Verint employs a variety of key security measures for mitigating risk and securing their facilities. These measures address physical and environmental security and environmental controls. Our hosting provider uses multiple levels of security to help ensure that their facilities and services remain secure and operational. Their security measures include but are not limited to; 24X7 Security, CCTV monitoring and recording, access control systems and preventative maintenance contracts on all infrastructure.
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 Verint takes sole ownership of suspected security incidents in which customer data may have been compromised and works in tandem with its hosting partners to remedy the situation. Verint’s incident management process is tied into its crisis management process. Under this process, incidents are raised to Verint executives to help ensure the appropriate support and resources are allocated to address them in a timely manner.
Staff security checks are completed through HR who engage with appropriate agencies to ensure we have accurate information on the individual being checked.

Secure development

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

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £36757.08 per licence per year
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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