Verint Systems Inc.

Verint Intelligent Virtual Assistant

Verint Intelligent Virtual Assistant (IVA) delivers human-emulated, conversational AI that powers personalised, secure and intelligent interactions across any channel to improve CX, boost revenue and lower costs. It transforms CX by answering complex questions, executing solutions, delivering the right outcomes, and continuously improving.

Features

• Unified platform to process conversations on any channel
• Extensive language model developed since 2002 for exceptional intent recognition
• Uses multiple cognitive engines to understand user’s need
• Easy integration to external systems for real time AI
• Ability to process conversations in over 40 languages
• Robust tools to identify trends and based on data
• Unlimited number of responses per intent
• Virtual assistants can be external/internal facing to assist employees

Benefits

• Verint designs and implements an IVA to meet client’s needs
• improved customer satisfaction
• Improved and shorter conversations
• Improved lower costs
• Improved quicker onboarding
• Better scores like NPR or FCR
• Lower usage of live agents
• Less misrouted escalations
• Increased revenue and improved customer retention

£0.02 a transaction a year

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

408844599498526

Contact

Julie French
01932 839500
tenders@verint.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Private cloud
  • Hybrid cloud
• Service constraints: If a client wishes an on-premise solution, then we do have a guide for the hardware required. Verint Intelligent Virtual Assistant (IVA) solution uses AI and machine learning but does not automatically publish responses. Verint conversational AI allows our clients to manage, edit, and input responses which can include text, links, videos, URLs, etc., review them and then publish them which ensures that the response given is always in compliance with the business goals. This enables business to have control and precision over how the IVA behaves.
• System requirements:
  • The customer provides the environment to access the service
  • Desktop browser and operating systems, mobile operating systems
  • Appropriate network connectivity
  • Customer must provide details of integration with any required systems
  • 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: None or don’t know
• 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 Conversational AI and IVA onboarding takes approximately two weeks. Verint provides training on the technical implementation and business-user training for the IVA. Training is also available to allow customers to build their own natural language models. Onboarding and training can be on-site, virtual, and self-service. All documentation is available through Verint Connect, customer marketplace. When the project starts you will be assigned a project manager to manage every aspect of the project. The team will comprise of various experts as needed. For example, it is critical to the success of the voice channel that the full requirements, goals, and metrics are understood. A VUI (voice user interface) designer will the design how the conversation will flow so that the caller will be engaged. Business requirement and design documents will be defined and approved.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Reporting can be exported from the ALME web interface tool at any time during the length of the contract. Supported formats are: XML, CSV, Word, PDF, MHTML, Excel, TIFF.
• 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
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: No difference – same UI.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Web-based service interface.
• 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: The Verint Conversational AI platform includes real time analysis which looks at past behaviour and data from external sources to decide the best action to take. There is an API for other enterprise programs to query the data
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The Verint Conversational AI platform comes with robust self-service tools. There are tools that provide conversation intelligence and others that provide administration. Via these tools, our clients can support the entire IVA lifecycle, including configure and manage the language model and the responses to the intent, which includes an unlimited number of criteria. These criteria allow for different responses based on channel, caller type etc.

Scaling

• Independence of resources: When the Verint Conversational AI platform is implemented in the cloud it is sized to allow for spikes in contacts and carefully monitored.

Analytics

• Service usage metrics: Yes
• Metrics types: Verint includes standard metrics about the customer engagements but also works with clients to define the key performance indicators that are most important to their goals.
• Reporting types:
  • Real-time dashboards
  • Regular reports

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:
  • 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: A third-party destruction service

Data importing and exporting

• Data export approach: Verint Conversational AI reporting provides a web-faced interface to search and export search queries and reports
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • CSV
  • Excel
  • PDF
  • HTML
  • TIFF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • CSV
  • 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 Conversational AI platform architecture is designed to ensure business continuity and system redundancy for all hosted applications, resulting in an actual availability greater than 99.9%.
• Approach to resilience: Verint employs a redundant Active/Passive/Passive datacenter architecture. Three geographically diverse, continuously linked, yet independently operable datacenters provide redundancy to handle failures. In the event of an emergency, all traffic can be real-time routed to a passive datacenter so that the affected site can be isolated, triaged and restored with minimal disruption to end user experiences.
• Outage reporting: Monitoring is configured to automatically alert Verint in the event of an outage. The Engineer On-Call (available 24x7x365) will immediately respond to the issue, restore services (if necessary), and communicate appropriately to affected parties.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Access to production management interfaces is highly restricted and managed by a central access control system and strict request / approval processes.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: You control when users can access 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: Yes
• Any other security certifications:
  • SOC2 Type II + HITRUST
  • PCI-DSS Certification
  • HITRUST Self Attestation

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: 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

• 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: £0.02 a transaction a year
• 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.