Verint Systems Inc.

Verint Retail Choreography

Verint Appointment Booking enables consumers to schedule appointments in-person, online or video calls through the digital channel of their choice, at the day and time that works for them. It gives consumers convenience they want, increasing overall satisfaction and gives agencies valuable insights into consumer needs and topics of interest.

Features

• Virtual Queueing
• Appointment Booking
• Event Management
• Configurable customer communication
• Analytics and Reporting

Benefits

• Quickly enable locations to receive bookings for variety of services
• Allow customers to queue remotely enabling floorspace
• Ability to create events for store openings/new product launches etc
• Configure the software to be in specific brand language
• Empowering Head Office to be able to make changes
• Access to analytics and reporting to make decisions

£2,207.15 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

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 14

Service ID

270306604568845

Contact

Julie French
01932 839500
tenders@verint.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: N/A
• System requirements:
  • Web browser minimum screen size of 13
  • Chrome, Safari and Firefox
  • Store team app phone or tablet
  • IOS 15+ and Android 11+

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Service and support levels are agreed by contract. Verint’s support packages can be found in our Global Maintenance and Support plan: http://www.verint.com/corporate/misc/verint-global-maintenance-and-support-plan-all-regions.pdf.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: Managed Cloud Support; Support for all Production Environment provision issues; Helpdesk during core hours 08:00 – 18:00, Monday – Friday (excl Verint public holidays); On-Call Support for system down outside core hours; Service Issue Reporting; Service Availability Reporting; Managed Cloud Maintenance; Scheduling & completion of Planned Maintenance activity including 1) Software upgrades and releases and 2) Application of all required SQL & Operating System patches; All maintenance activity planned outside core business hours; Support & Maintenance are provided as part of the Managed Cloud Services fees. Additional requirements would be subject to additional costs.; A Service Account Manager would be assigned together with access to a Cloud Support Engineer.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: There is a project kickoff and then different trainings occur, for both administrator and also SMEs. These are conducted online by the Verint PM and the sessions are recorded.; ; They are then also given access to the VerintConnect portal which contains KBAs that can be accessed as guides.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the termination of a contract, Verint is responsible for downloading and archiving all content. The content is handed over to the client, usually in a physical storage medium, and is then deleted from Verint’s servers.
• 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:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Desktop and mobile service is in parity
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The service interface is enabled when users log in with ‘Admin’ level connectivity. This log in enables access to serviceable customer configuration elements.
• Accessibility standards: None or don’t know
• Description of accessibility: N/A - Assessment and VPAT still in progress
• Accessibility testing: N/A - Assessment and VPAT still in progress
• API: Yes
• What users can and can't do using the API: Users can make get/post requests to retrieve/push the relevant information. This can be accessed https://qudini.stoplight.io/docs/api-docs/j4dvl1g4ju7wg-webhooks
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Anything end customer facing can be configured. This includes wording, logos and colours.

Scaling

• Independence of resources: The system will scale up and down based on several factors, like CPU usage and response time to user experience is not affected and it is constant for all users.

Analytics

• Service usage metrics: Yes
• Metrics types: Through dashboards, as well as reports on request. The customer can also use the API documentation to get request service usage.
• Reporting types: API access

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)
• 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 Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: They can route the request through their Verint PM who will then get into contact with the data engineer to build custom reports.; ; They can access data through the analytics/reporting dashboards – these can be accessed ad-hoc by the customer
• Data export formats: CSV
• Data import formats: Other
• Other data import formats: Excel

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: Verint Cloud offers an availability guarantee of 99.99%, excluding scheduled and emergency downtimes, which is underwritten by service credits. Businesses depend on these systems, so reliability and system availability are key to day-to-day operations. Verint builds applications that are designed to handle both routine interruptions and unplanned failures of components and infrastructure.; ; 99.99% No credit; 99.98 – 99.95 2.5%; 99.94 – 99 5%; 98.99 – 97 10%; Below 97% 25%; ; Credits are calculated as the percentage of a monthly fee derived from one-twelfth of the then-current annual fee paid to Verint.
• Approach to resilience: AWS is our main hosting provider, The AWS global infrastructure is built around AWS Regions and Availability Zones. AWS Regions provide multiple physically separated and isolated Availability Zones, which are connected with low-latency, high-throughput, and highly redundant networking. With Availability Zones, you can design and operate applications and databases that automatically fail over between Availability Zones without interruption. Availability Zones are more highly available, fault tolerant, and scalable than traditional single or multiple data center infrastructures. ; https://docs.aws.amazon.com/vpc/latest/userguide/disaster-recovery-resiliency.html
• Outage reporting: We use OpsGenie which informs our on-call engineer team of any outages. This will be reflected on https://connect.verint.com/support/cloud-status/ where email updates can be received when opting into the environment of interest

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Only users who are pre-approved have accounts created in Verint Connect that they can then use to raise support tickets
• Access restriction testing frequency: At least once a year
• 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 contact the support team to get 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: British Assessment Bureau (UKAS)
• ISO/IEC 27001 accreditation date: 4 March 2024
• 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
• Cyber essentials: No
• 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: Verint is accredited to ISO27001 with certification covering all global offices, and has multiple information security policies in place to meet the requirements of the standard.; The Global Director of Information Security has responsibility from a global perspective, with representation being provided within regional locations. Roles and responsibilities for information security are referred to within policy documents, and are stated in employee contracts.; Information security awareness training is given to all new employees, and updates take place on a regular basis through the Company's Learning Management System (LMS).; Policies are reviewed annually, and internal audits are carried out in line with ISO27001 requirements. External audits are also conducted by an independent third party to confirm compliance.

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 has change management procedures in place. All changes to Verint business processes, documentation and systems are made in line with ISO27001, ISO9001 and ITIL change management requirements as appropriate.; Our formal change management process includes reviewing the impact and size of the change in relation to present activities and priorities, and the availability of resources required to complete the change(s).; All changes are recorded, and where relevant to the changes required, appropriate staff will be invited to provide input into the change management process.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: The Verint solution undergoes multiple impact assessments, including quarterly vulnerability and annual penetration tests in partnership with a respected vendor in the security application space. The test plans utilized incorporate OWASP Top Ten list. In tandem with the vulnerability tests, the environment undergoes penetration testing twice a year or as part of any major change to the infrastructure. ; ; Verint and its hosting partners shall proactively address security risks by applying released security patches, including, e.g, Windows security patching and updates to patch known vulnerabilities in an applicable operating system. Patches shall be deployed to production via Verint’s change management process.
• Protective monitoring type: Supplier-defined controls
• 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; • 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: SaaS Security employs an in-depth framework of threat counter-measures including firewalls, intrusion detection systems, continuous vulnerability scanning, and host-based protection. All systems feed into a Security Operations Center that provides 24x7x365 monitoring and incident response. ; Verint shall mitigate security vulnerabilities through the use of perimeter and host countermeasures such as intrusion prevention, web application firewall, IP address shunning, and other measures designed to prevent successful exploitation of vulnerabilities.; Network vulnerability scans shall be conducted regularly and issues addressed according to Industry Standard change control processes

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

  Verint is committed to reducing our environmental footprint in all of our activities and to providing our customers with environmentally friendly solutions and services to help them reduce their environmental impact. For more information, click here: ; https://www.verint.com/our-company/corporate-responsibility/sustainability-and-community-involvement/; Self-service capabilities enable more online use of government services which minimises travel and printing which in turn reduce the environment impact of service delivery.; Our solution is hosted in Amazon Web Services (AWS) which is environmentally more friendly than running traditional on premise software applications on dedicated hardware. Verint subscribes to EcoVadis – if further info is required please request access

  Covid-19 recovery

  Our solution supports local businesses through enabling access to government services via a portal. Verint has and will continue to support its customers throughout the pandemic.; In addition, we have worked hard since the beginning of the pandemic to create an inclusive and safe environment for our people across EMEA. Verint embraced remote and flexible working to accommodate our people’s needs during the pandemic. From giving time off to people to volunteer for Covid-19 related initiatives to enabling people to shield as everyone at Verint has been working remotely throughout the pandemic. We tried very hard not to furlough anyone, in all our locations, with only a couple of exceptions. Even then, we brought people back to work within six months of the pandemic starting. ; Verint is committed in supporting our customers, our partners, our employees and the communities we live and work in throughout and beyond the Covid-19 pandemic through purposeful action, flexibility and treating everyone with respect and understanding

  Tackling economic inequality

  At Verint, we are committed to “giving back” to the communities in which we live and work. In 2005, we launched the Verint Next Generation program, which engages Verint employees around the globe in projects that benefit children in need. For more information, click here: ; https://www.verint.com/our-company/corporate-responsibility/sustainability-and-community-involvement/; Verint has also created a specific D&I group called Verint AdVance.; Verint AdVance is focused on:; • Continually advancing from where we have already got to in our diversity and inclusivity agenda and recognizing there will always be more to do and we seize this challenge.; • Advancing opportunity for demographics which may not be aware of the opportunities around them – e.g., Girls in STEM, people with disabilities/additional needs, those from underprivileged backgrounds.; • Advancing awareness and conversation in the workplace to continue to build on our wonderful culture.; Advancing the benefits of diversity and inclusion for everyone

  Equal opportunity

  Verint is committed to fostering an environment that attracts and retains the best talent, values diversity of life experiences and perspectives, and encourages innovation. ; We celebrate and welcome all cultures and backgrounds and we believe that only by coming together and flourishing in a supportive and collaborative environment can we achieve continuous innovation and value for all stakeholders and communities.; Verint operates placement student and graduate scheme. These provide opportunities for young people in our communities and allows Verint to train and promote colleagues from within, and beyond, the company. Through building relationships with local schools and Universities, Verint colleagues regularly attend meetings with young people to discuss a career in IT and tell them about the opportunities which we have available.; Introducing Advance ; A working group known as the Advance panel, shape and drive Verint’s diversity and inclusion journey. Advance is an opportunity to celebrate who we are, and continuously Advance/progress everything that we do. Several topics are championed throughout the year – whether it be an internal initiative or an activity to support broader ED&I progression within tech. Some of these include:; • Neurodiversity in Business (NiB) - Verint became a proud member of NiB in 2022. An educational pack was created and shared with employees to support awareness of neurodiversity within the workplace and encourage good practice regarding ND empowerment; • Women in Tech - Verint empowered its female employees by funding 20 tickets to the WomenTech virtual conference. The inspirational event united thousands of women from across the globe to foster innovation with purpose and impact. ; • Menopause in the Workplace - Verint introduced a Menopause in the Workplace Policy providing clear support for employees and line managers. We also hold a regular Menopause Support Group for employees to join and share thoughts, experiences and ideas.

  Wellbeing

  Our solution helps vulnerable people live independently by making government services more accessible to them through digital channels such as Facebook and Amazon Alexa. For example, Amazon Alexa provides vulnerable people who live independently with a simple way to ask for help should they, for example, fall in their home.; Our solution helps hearing-impaired people access government services more easily using messaging interfaces, such as chat or Facebook Messenger.; Our solution supports digital transformation, a biproduct of which is that customer staff are freed up to focus on more vulnerable citizens and allow staff to focus on higher value tasks for customers which in turn contributes to greater challenge and job satisfaction.; Our solution has a positive impact on customer staff as it helps them do their jobs more easily and with less stress.; For more information, please refer to the following link: ; https://www.verint.com/gb/our-company/corporate-responsibility/; Internally, we support our people throughout their careers at Verint maintaining a flexible approach. We have generous policies that capture all events of life and ensure our people are taken care of no matter what challenges they are facing in their personal lives.

Pricing

• Price: £2,207.15 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

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.