Verint Systems Inc.

Verint Customer Engagement Application Managed Services

Verint Application Managed Services can help maximise business benefits from Verint solutions from day one, allowing staff to focus on core business, rather than on tools and technology. As part of our Professional Services suite of programmes, Verint Application Managed Services include programs for optimising business processes and technical operations.

Features

• Single point of contact
• Proven best practices delivered by Verint solution experts
• Structured programmes focused on continual improvement
• Available for Verint Speech Analytics
• Available for Verint Enterprise Feedback Management (EFM)
• Available for Verint Desktop Process and Analytics (DPA)
• Available for Verint Workforce Management (WFM)

Benefits

• Assurance your Verint investment delivers expected value
• Accelerate time to value
• Robust governance yields business benefits

£1,322.00 a unit a day

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

583617545360953

Contact

Julie French
01932 839500
tenders@verint.com

Planning

• Planning service: Yes
• How the planning service works: Verint provides a full range of services to enable migration to the cloud – this includes:; Business Advisory Services focused on helping our clients achieve specific business results, not just technical objectives.; Implementation Services including project management, configuration, including integrating our solutions with our customers’ environments and third-party solutions.; Enablement Services to help ensure clients get the most from their Verint solutions, including Global Education Services and AdviceLine; AdviceLine - an “ask the expert” service designed specifically to provide you with quick guidance on operational or business practice questions about your contact centre, branch, or back-office operations
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Verint Cloud Services

Training

• Training service provided: Yes
• How the training service works: Verint Enablement Services can help you ensure that you get the most from your Verint solutions. Our Enablement Services include Verint Global Education Services and Verint AdviceLine. Part of the Verint Professional Services suite of programs, these services can help increase knowledge and best practices across your organisation and help improve employee adoption and performance.; Verint Global Education Services includes the following learning and education services:; • Verint Learning Centre; • Private Onsite Learning or Remote Training; • Verint University Training Facilities ; • Verint University Virtual Public Classes
• Training is tied to specific services: Yes
• Services the training service works with: Verint Cloud Services

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Verint provides a full range of services to enable migration to the cloud – this includes:; Business Advisory Services focused on helping our clients achieve specific business results, not just technical objectives.; Implementation Services including project management, configuration, including integrating our solutions with our customers’ environments and third-party solutions.; Enablement Services to help ensure clients get the most from their Verint solutions, including Global Education Services and AdviceLine; AdviceLine - an “ask the expert” service designed specifically to provide you with quick guidance on operational or business practice questions about your contact centre, branch, or back-office operations.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Verint Cloud Services

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: All Verint solutions undergo rigorous Quality Assurance testing prior to release to customers – this Quality Assurance testing consists of tens of thousands of automated tests that are run on every software build, end to end automated testing as well as manual testing processes carried out with a variety of use-cases. The Verint applications are also subject to in depth performance and sizing testing, using real-world scenarios and usage profiles to assure solution performance will deliver great usability for our customers.

Security testing

• Security services: Yes
• Security services type:
  • Security design
  • Security testing
• Certified security testers: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Verint offers a broad portfolio of integrated, best-of-breed customer engagement solutions—all available in the cloud, so organisations can take advantage of the latest technology with fewer IT resources and up-front costs than traditional, premises-based software deployments. ; Our cloud offerings are full-featured, unified solutions to fit an organisation’s needs and budget, whether it is a large, multinational enterprise or a small- or mid-sized business. It is cloud without compromise.; A move to the cloud should not require settling for a lesser solution or a narrower offering. Verint is the only vendor to be ranked in both the Workforce Engagement Management and CRM Customer Engagement Centre magic quadrants. This speaks to both the breadth and depth of cloud capabilities. Additionally, we have a single set of code for both our cloud and on-premises solutions, which means our customers receive the same benefits from using our solutions regardless of their deployment model. ; Our SaaS business model is available for customers to subscribe access to Verint software in the Verint Cloud for a defined time period and includes:; • Premium Support; • Services Updates and Releases included; • No infrastructure Fees; • High-Availability across datacentres; • Service-level Commitment of 99.99%; • Compliant and Secure.

Service scope

• Service constraints: There are no specific constraints, other than the use is limited to the modules of the solution that have been licensed, and the capacity is limited to the number of users that are licensed. The subscription can however be very quickly to deliver increased functionality or expanded capacity, based on customer needs

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
• Support levels: Support is offered on a 24x7 basis as standard for Verint Cloud customers.; A Customer Success Managers will be responsible for managing the relationship.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

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

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: £1,322.00 a unit a day
• Discount for educational organisations: 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.