Verint Systems Inc.

Verint Voice of the Customer

Verint VOC is designed with ease-of-use in mind, create intelligent AI powered surveys for your citizens across every touchpoint. Uncover the “why” behind citizen feedback to understand emotions. Predictive modeling, powerful AI analytics and interaction analysis helps improve experiences. Mobilise alerts and insights in real-time to improve citizens experiences.

Features

• Citizen Journey surveys for Transactional and relationship feedback
• Employ active listening to identify and fix issues in real-time
• 100% self-serve application that is easy to use
• AI Powered Digital and Predictive driver modelling.
• Case Management with Intelligent real-time Triggers and alerts
• Da Vinci AI powered Reporting & Dashboards.
• Tap into unified data to support cross-functional CX strategy
• Apply structure for CX initiatives by generating KPIs
• Fully integrated with Verint Interaction Analytics for Speech/Text analytics
• Use natural language searches to ask a question

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

£2,006.50 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

386985401164530

Contact

Julie French
01932 839500
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 VoC is primarily a standalone service, however as it forms part of the Verint Open CCaaS platform you can also take advantage of other CX capabilities such as Verint Interaction Analytics for voice and text based interaction analysis and our Data Insights capabilities for AI powered insight.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No
• System requirements:
  • 100% web-based application
  • Allows application users to login via a supported web browser
  • The Software is available as a Cloud solution
  • Connects via a web browser and internet connection
  • Requires a Supported Internet Browser
  • Requires Internet connectivity

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Verint Connect provides customers with access to the Verint Knowledge Base, documentation, and web ticketing to log an incident with Verint Support. ; 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: 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: No

Onboarding and offboarding

• Getting started: Led training to ensure you are fully enabled to take advantage of the functionality offered and features available. ; Training and consulting is available 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
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Verint Voice of the Customer provides several 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.; We also provide mobile apps that cater for 2 business workflows:; Verint Experience Mobile App: Verint® Experience Mobile™ provides EFM users with a powerful set of tools to quickly close the loop with customers and manage cases, anywhere, anytime; Manage offline surveys: can be used by researchers, mystery shoppers to complete the survey via the app.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Verint VoC 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: Note: Survey Management modern surveys meets accessible standards except certain question types e.g. drag and drop rank order as noted in the survey design when adding those question types. User Interface 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: Verint VoC makes it easy to integrate with your business applications. We provide adaptors on the Verint Marketplace so you can download & integrate with ease.; We also offer an ever-increasing collection of open APIs. These provide a versatile range of functionality covering seamless data-ingestion and integration, application configuration, enhancement of user experience, data access and analytics, audit and administrative tasks.; APIs interact with the platform services through secure gateways that provide a foundation for secure, scalable, and reliable operations.; We provide a comprehensive developer portal that serves as a one-stop destination for developers, offering extensive documentation on APIs, an easy-to-use data catalog, sample code, community and other resources.; The VoC API covers several functional areas:; Project-Data API. This allows you to integrate any element of the survey process.; Panel-Data API. This allows you to integrate your existing citizen or panel member database with the Verint.; Report-Data API. The report data API provides full access to all of the reporting features.; Admin-API. The admin API provides full access to the administrative features.; Survey-Engine API: The API enables the ability to integrate with the Internet of things (IoT). Essentially any internet enabled device can take advantage of the survey engine API.
• 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: Verint Cloud is a global service delivery fabric providing resilience and dynamic capacity for customers consuming Verint SaaS solutions. Verint Cloud delivers global reach with ubiquitous, secured access and data resilience that enables customers to operate their businesses 24 hours a day with the assurance that services will be accessible, performant, and available. ; ; The VoC solution supports the words largest organisations and government agencies covering millions of survey invitations, survey completes and thousands of application users.

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, EFFORT 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.; ; Administrative users also have access to the built-in usage and audit reports allowing you to check numerous usage criteria for example: application users/audit history, Survey history, Survey campaign and response counts and import/export related processes.
• 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)
  • 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:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • 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: A third-party destruction service

Data importing and exporting

• Data export approach: The application provides an easy to use export wizard allowing users to export all data from the system, either manually as a one of task or setting up an automated export commonly used when integrating survey data with your existing systems.
• Data export formats:
  • CSV
  • 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:
  • 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 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.
• Approach to resilience: Available upon request, documented under the Verint Platform Service Description Guide.
• Outage reporting: Verint Connect provides customers with access to the Verint Knowledge Base, documentation, and web ticketing to log an incident with Verint Support. ; Cloud customers can easily check the status of their Verint cloud environments by launching Verint Connect, selecting the Support drop-down menu, and clicking on the “Cloud Service Status” link under Support Resources.

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 once a year
• 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: 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: Vulnerability scanning is an integral part of a secure platform where Verint has taken an approach that involves both dynamic live scanning and static deployment scans. The dynamic scans are performed live in the environment to provide assurance of current and future identification of any vulnerabilities to our platform, applications or code. Scan results are sent directly to security team members for event correlation and investigation in our security information and event management. The analysis is performed with leading threat feeds to ensure we are up to date on the latest threats and applying this knowledge to our scanning processes.
• 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: As a part of the overall security framework, an incident begins with identification, which is performed through automated events and analysis of incoming SIEM events. Upon identification of an event, the team has defined steps to evaluate and escalate the event to an incident, which triggers a protective response. During the protect phase, an incident manager is assigned to coordinate the response as well as ensure that containment activities are established. Digital forensic specialists will ensure that all relevant data is copied to a secure location which disallows access or corruption of evidence to preserve chain of custody.

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: £2,006.50 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.