Verint Systems Inc.

Verint Speech Analytics

Verint Speech Analytics can transcribe and analyse 100 percent of your recorded calls to help surface valuable intelligence.
The solution automatically discovers and analyses words, phrases, categories and themes spoken during calls to reveal rising trends and areas of opportunity or concern. We support over 50 languages and dialects.

Features

  • Transcribe 100% of audio recording.
  • Automated theme detection
  • Verint Complete Semantic Index (CSI)
  • Supported in over 60 languages and dialects worldwide
  • Alerting framework to notify, for example, of category hit notification.
  • API framework
  • Intuitive user interface
  • Speaker separation for both stereo and mono recording
  • Decades of experience across many verticals including government

Benefits

  • Enhance contact center performance with insights to reduce handle times
  • Discover customer insights regarding call drivers, satisfaction/confusion, failure demand
  • Pinpoint areas of risk to compliance
  • Provide targeted coaching to agents by analysing their relative performance
  • Crowd sourcing to pinpoint/tune specific terms for transcription accuracy
  • Identify and visualize changes in customer behaviours and conversation topics.
  • Ingest other structured data to correlate root cause analysis
  • Export transcribed calls for use with other MI tools.
  • Unified element to the award winning Verint Workforce Optimisation
  • Reduce churn by discovering root cause and predicting at-risk customers

Pricing

£50.56 a user a month

Service documents

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 13

Service ID

3 1 9 6 9 1 6 8 5 7 5 5 2 0 2

Contact

Verint Systems Inc. Julie French
Telephone: 01932 839500
Email: tenders@verint.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
Verint Interaction Analytics can be used as standalone service, it can be used as part of the Verint award winning workforce optimization suite of applications and it can be used to pass information to third party platforms and services.
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
Verint Speech and Text analytics are Cloud services. Subscribers to the service will be informed of planning maintenance and update schedules. Customers are required to use the supported environments, for example the browser, desktop operating system and mobile operating systems. Internet connectivity is required to use the service. Core functions of the Verint analytics solutions require integration with source platforms which must be provided by the customer.
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 data source where this is a 3rd/party source.
  • The customer is responsible for any third-party licenses
  • The customer is responsible for any third-party Services

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
WCAG 2.1 A
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
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
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.
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. We also run free quarterly UK based user groups where customers can network with other customers using our solutions, learn best practices and here from others customers use cases.
User documentation and class guides are provided.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Customers may request their data from Verint upon the end, or termination of contract.
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
Application to install
Yes
Compatible operating systems
  • MacOS
  • Windows
Designed for use on mobile devices
No
Service interface
Yes
User support accessibility
WCAG 2.1 A
Description of service interface
Users of the system can access the tool through a web browser, granting them privileges to the described functionality.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
• The application supports accessibility for agent and supervisor roles. Other roles (such as administrators and analysts) are not supported.
• Reports and Dashboards leveraging 3rd party tooling like HighCharts and MS SQL Server reporting are not supported.
• The application must be run in Accessibility Mode. Accessibility Mode is enabled in Preferences found on the WFE Utility Pane
API
Yes
What users can and can't do using the API
Verint provide a series of RESTful API web services which allow access to and managed control of specific application entities. An Example is the Speech Analytics External Player API which integrates interaction playback functionality with third-party applications. This API uses a standard HTML protocol that enables external applications to launch the Interaction Review workspace in a browser.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
No
Customisation available
No

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
A report is available to track customer usage of the system.
Reporting types
Reports on request

Resellers

Supplier type
Not a reseller

Staff security

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

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
User control over data storage and processing locations
Yes
Datacentre security standards
Managed by a third party
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
Other
Other data at rest protection approach
All customer data is encrypted at rest, in transit, and in storage/use with AES 256 and TLS 1.2..
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
When required, users may export data directly from applicable system screens – for example the Export feature within the analyse module allows a user to export their data as a delimited, flat file. In addition the reporting package can create outputs as an MS Excel readable format.
Data export formats
  • CSV
  • Other
Other data export formats
  • CSV
  • XML
  • MS Excel
  • Restful
Data import formats
  • CSV
  • Other
Other data import formats
  • TXT
  • XML
  • Restful

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
• 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
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
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, Team Leader, Insights analyst. These Roles represent their job function and control access to features, for example viewing of interactions, 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
British Assessment Bureau (UKAS)
ISO/IEC 27001 accreditation date
31 March 2022
What the ISO/IEC 27001 doesn’t cover
The Information Security Management System is Applicable to IT Operations Department Related to: The design, development; sale, implementation and support of global enterprise Customer Engagement Solutions and value-added services to provide customers with actionable intelligence.
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 globally certified for the ISO 27001 Information Security Management Standard. Executives at Verint review risks and define the principles and means by which we secure information assets, and are supported by security professionals highly experienced in information risk management and with certifications that include Certified Information Systems Security Professional (CISSP), Certified Information Systems Management (CISM) and Certified Information Systems Auditor (CISA).
We have a robust information security infrastructure, with a standards-based Information Security Management System and security controls for effectively managing risk.

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
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring 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
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’ defined as an unplanned interruption or reduction in the quality of a service – this includes incidents identified through Event Management, 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.
Support incidents classified as P1’s are reported to EMEA Compliance to review and support RCA and investigation to prevent reoccurrence..

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

Fighting climate change

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

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.
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

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

Equal opportunity

At Verint we are 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 also 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. Verint also 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.
Wellbeing

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
£50.56 a user a month
Discount for educational organisations
No
Free trial available
No

Service documents

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.