Verint Systems Inc.

Verint Experience Cloud

Verint’s Experience Cloud solution provides a start anywhere approach that covers the entire customer journey, the solution summary provides an overview into the experience cloud offering:
• Verint Unified Experience
• Verint Enterprise Experience
• Verint Interaction Experience
• Verint Digital Experience
• Verint Predictive Experience

Features

• Multi-channel feedback
• Digital and Predictive driver modeling
• Customer Journey Transactional and relationship surveys
• Case Management with Triggers and alerts
• Direct, Indirect and Inferred Feedback
• Reporting Dashboard
• Survey workflow
• Hierarchical reporting and permissions
• Mobile reporting app
• Embedded text analytics

Benefits

• Rapidly gain feedback from key stakeholders
• 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
• Capture feedback across all channels and touchpoints
• Understand key drivers of satisfaction and business impact.
• Unify data from across the business to provide full context
• Ability to share data via dashboards and published reports
• Automated report distribution

£14,456.43 an instance a month

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 tenders@verint.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

899295595941581

Contact

Julie French
01932 839500
tenders@verint.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No
• System requirements:
  • The customer provides the environment to access the service
  • Desktop browser and operating systems, mobile operating systems
  • Appropriate network connectivity to the Verint Cloud service
  • The customer must provide integration with any required systems
  • Integration with CRM, Digital paltforms

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Service response times are dependent on the contract requirements and nature of the issue or incident, for example urgent issues would be responded to within an hour.
• 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: Support is offered on a 24x7 basis as standard for Verint Cloud customers.; ; A Customer Success Managers will be responsible for managing the relationship
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Verint would provide end user training to ensure that customers are fully enabled to take advantage of the functionality offered and features available. ; Training and consulting is a blend of on-site engagements, attendance at the dedicated Verint University, leader led online and self-paced learning clips, depending on the class and agenda. ; ; Education is based on a “train the expert” approach to ensure that expertise is built within the operation and the solution can be rolled out to new sites or departments as needed by the customer. Examples of standard training classes include:; • Survey Design and best Practices; • Campaign Mgmt Design; • Panel Management; • Reporting; • Administration.; ; In addition to standard training, Verint offer value added consulting services designed to optimise the processes which are supported by the tool – for example the Best Practice Review workshop focusses on benchmarking existing operational processes and identifying areas of improvement and transformation for adopting the Verint solutions.; After the implementation has been completed, users can opt into the Advice Line services for follow-up questions and “how to” as the use of the solutions mature within the operation.; User documentation and class guides are provided.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Application users have full control of all data tasks and using the built in features customers are free to download their data.
• End-of-contract process: At the end of the Agreement or the Access Term (the period in which the customer subscribes to the Verint SaaS Services) access to the SaaS environment will be disabled. Within 30 days of such termination or expiry, the customer may request that Verint either return or delete available customer data. Verint may provide functionality within the SaaS Services which enables the customer to download or export their data directly without requesting that Verint do this for them. In cases where functionality is not available or where the customer declines to use this functionality to 'self-serve', then Verint may provide an estimate of the professional services cost associated with returning customer data and customer may place an order for such services. At the end of this 30 day period, if the customer has not requested or actioned return or deletion, then Verint will delete all customer data.

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:
  • Android
  • IOS
  • Linux or Unix
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Verint Experience Cloud provides a number of approaches for working with mobile devices including survey participation and mobile apps. Respondents who access a survey via a mobile device will experience a mobile optimized survey allowing them to complete the survey via the mobile device.; Mobile apps allows you to:; Manage offline surveys: can be used by researchers, mystery shoppers to complete the survey via the app. The app can be used online or offline.; Survey Mgmt App: provides survey authors with the ability to view survey results, manage survey campaigns and get an overall view into their surveys.
• Service interface: Yes
• Description of service interface: The Verint Experience Cloud applications are 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 UI (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: The Experience Cloud applications offer a full suite of an open APIs that enable you with the ability to integrate with third party systems.; ; The API covers a number of core functional areas, those being:; Project Data API. This allows you to integrate with any element of the survey process, for example uploading data into a survey, authorizing a participant, extracting data etc.; Panel Data API. This allows you to integrate your existing customer or panel member databased with the Verint Panel Management feature set.; Report Data API. The report data api provides full access to all of the reporting features allowing you to populate or extract report data.; Admin API. The admin API provides full access to the administrative features of the application enabling you with the ability to control things like user accounts, permissions, roles and administrative functions.; Survey Engine API: the survey engine API enables you with the ability to integrate with the Internet of things (IoT). Essentially any internet enabled device can take advantage of the survey engine api supporting the ability to integrate surveys across any device.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
  • Other
• 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. Named users can create their own surveys, campaigns and reports, Brand them according to their Brand Standards and have full control across each touchpoint..

Scaling

• Independence of resources: The Verint Cloud Operations team ensure that computing and storage resources are available to support the usage of the subscribed services. The platform is hosted in industry-standard, global service which provides the scalability as needed to meet demand.

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.; ; In terms of service uptime reports then we continuously monitor the hosting environments and provide uptime reports on request. Additionally these can be scheduled as part of the sales agreement.
• Reporting types:
  • 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 Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
• 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 every 6 months
• 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: We implement SSL certificates (HTTPS) and allow users to access the application via secure https. Both application users and surrey respondents access via https.; ; 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 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 protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Commercially reasonable efforts to maintain a 24/7 service excluding scheduled maintenance; • Verint Cloud services offer 99.95% availability, excluding scheduled downtimes.; • Service credits may be applicable based on contract
• Approach to resilience: Available upon request
• Outage reporting: Support and Network operations and online notifications within the main login page.; Customers may check the dedicated Verint Cloud status page and via updates in Incident Management System (IMS) system which can be viewed via the Verint Connect Community Portal

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: The platform supports built in native authentication, SAML and OpenID methods of authentication management and common identify providers such as Azure AD.
• Access restrictions in management interfaces and support channels: All user access to the system is controlled by a role-based security model. Users are assigned, one or a number of relevant roles for example Agent, Supervisor or Scheduler. These Roles represent their job function and control access to features, for example viewing of schedules, approval of requests, generation of forecasts or managing schedules. In addition to the Role, users are assigned a Scope to control which departments or teams the Role applies. This allows segmentation and for example Team Leaders to have management over their teams, but not privileges over others.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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: IQNet
• ISO/IEC 27001 accreditation date: 01/02/2017
• What the ISO/IEC 27001 doesn’t cover: The Information Security Management System is Applicable to IT Operations Department Related to: Delivery, implementation and support relating to actionable intelligence solutions and value-added services for enterprise workforce optimization and security intelligence markets
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: 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: Verint and/or its hosting partners are compliant with industry standards such as ISO 27001, ISO 9001, PCI-DSS, SOC 1, SOC 2, SSAE18, and more based on the application modules selected. The relevant business units are audited at regular intervals by independent third-party auditors who issue the certifications. In addition, Verint has a robust internal audit and risk assessment function to ensure continued compliance between certification audits. ; ; Verint verifies the status of its hosting partners’ security compliance at regular intervals. As part of its hosting partner contracts, Verint requires organizations to provide proof of compliance to certain fundamental security requirements. Verint provides customers with summary copies of its auditing standards certifications or compliance letters upon request. Related reports and attestations are available upon request after a signed NDA

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 follows Information Technology Infrastructure Library (ITIL) best practices and has a fully documented process, client information sheet, FAQ, Learning management solution (LMS) training and robust change advisory board reviews.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Verint performs quarterly vulnerability scans via a third party, PCI SSC Approved scanning vendor. These scans are both internal and external. If vulnerabilities be found these are categorised as defined by PCI DSS requirements.; ; Furthermore, scans are required to pass the standards set by the ASV Program Guide (i.e. with no vulnerabilities rated 4.0 or higher). Should a check fail, a re-check will be required after the noted vulnerabilities are addressed. A new scan may be required after any significant change to the Verint environment, with updates and observations noted per the Change Control process.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Verint and its hosting partners manage or control the risks that have a potential to impact Verint’s SaaS solutions through:; • Formal information security programs; • Pre-employment screening programs; • Regular participation in standards audits to validate certifications and compliance; • Systems monitoring and log reviews; • Routine preventative maintenance; • Threat detection and mitigation systems; • Adherence to rigid processes and procedures; • Regular reviews and vulnerability testing of the SaaS solutions; • Implementation of industry best practices; • Incorporation of security in our software designs; • Resilient/redundant systems design; • Broad legal protections secured through partner contracts
• 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: An ‘Incident’ is defined as an unplanned interruption or reduction in the quality of a service – this includes incidents identified through Event Management (Monitoring), Support/Service Desk, Technical Support, Product Support and Professional Services & Customer Reported via Verint Connect Community Portal or phone.; Throughout the life cycle of the Major Incident, notifications and status updates are sent to the stakeholders to keep them informed and involved.

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

Pricing

• Price: £14,456.43 an instance a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 tenders@verint.com. Tell them what format you need. It will help if you say what assistive technology you use.