Verint Systems Inc.

Verint Workforce Management Professional

Verint Workforce Management Professional is a cloud-based tool, incorporating forecasting, scheduling and other functionality into a coordinated effort to optimise your workforce resources. Service and Contact Centre efficiency can be enhanced when the right number of agents, with necessary skills are taking are of your customers every hour, every day.

Features

• Workforce Management
• Forecasting
• Scheduling
• Real Time Adherence
• Exception Planning
• Intraday Management
• Agent / Supervisor Portals
• Integrations
• Performance Management
• Schedule Management

Benefits

• Run simulations to calculate precise forecasts for future call volumes
• Generate Staffing schedules
• Compare Planned agent activity to actual activity.
• Compare forecasts
• Integrated Exception calendars
• Graphically display Agent schedules
• Allow Agents and Supervisors to communicate schedule changes
• Integrates with many CRM and ACD phone systems
• Transform contact center performance management
• Better meet your business goals now and in the future

£36.92 a user 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 13

Service ID

655534693333629

Contact

Julie French
01932 839500
tenders@verint.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements:
  • Requires Internet Connection
  • Availability of a Major Browser
  • Popup blockers must be set so agents can receive alerts
  • Ability to assist with Integration to ACD and/or CRM
  • At least 1 full time dedicated WFM manager

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times depend on the severity of the tickets:; ; Severity 1 – An issue where critical functionality is severely impacted, and business operations cannot continue without a fix or workaround; the situation is an emergency; Severity 2 – An issue where major functionality is significantly impacted but business operations can continue in a restricted manner; Severity 3 – An issue having minor impact to business operations or a general inquiry
• 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: No
• Support levels: Managed Cloud Support; Support for all Production Environment provision issues; Helpdesk during core hours 08:00 – 18:00, Monday – Friday (excl Verint public holidays); On-Call Support for system down outside core hours; Service Issue Reporting; Service Availability Reporting; Managed Cloud Maintenance; Scheduling & completion of Planned Maintenance activity including 1) Software upgrades and releases and 2) Application of all required SQL & Operating System patches; All maintenance activity planned outside core business hours; Support & Maintenance are provided as part of the Managed Cloud Services fees. Additional requirements would be subject to additional costs.; A Service Account Manager would be assigned together with access to a Cloud Support Engineer
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide a proven and robust implementation methodology to help you roll out the WFM Professional solution in your contact centers. This is broadly speaking a 10 week implementation and training program divided in 3 phases:; Phase 1 – Project kickoff, set up the interface with the contact centre, data set up and data verification; Phase 2 – Online training: Forecasting, scheduling, Exception management, real time adherence, Agent & Supervisor portal, Performance management, intra-day management; Phase 3 – Advanced training on various topics. WFM Professional Roll Out provides a clear idea of what is required to go live and roll out WFM Professional. Verint can provide additional assistance during this phase
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Customer can be provided by request a copy of 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:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Advisors have full access to key WFM data via the Agent Portal where they can see their shifts, request time off and swap shifts. The Agent Portal is accessible via a URL which can be rendered on a mobile device.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: The Data Collector is designed to obtain the information needed to forecast call volumes and other types of channels, schedule workforce efficiently and report on key performance indicators (including Agent Adherence). ; Whenever possible, Verint aims to work with switch manufacturers and other call centre providers to develop and maintain support for integration with their products. This helps Verint fulfil its commitment to quick, easy installation, provides an added selling point for both companies’ products, and improves the customer experience. ; The Salesforce integration consists of two components: Verint WFM Professional Presence and Verint WFM Professional Agent.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Open APIs are provided to interface with 3rd Party systems, to allow for Employee Import / Export, and Integration for Personal Hours, Schedules and HR / Payroll systems
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: WFM Professional is extremely configurable by end users. Business users can configure agent data, forecast data, and set up service goals for each digital channel. They can also define advisor’s skills and shift patterns that employees can work and define work activities to be tracked in the Adherence tool. ; Other data is defined in the User Interface of the Web Client which is very simple to use

Scaling

• Independence of resources: Working with our Third Party provider, Verint provide access to a Cloud hosting solution specifically designed to deliver assured cloud services to the public sector. This includes comprehensive 24/7 x 365 network management providing a real-time view of network performance and status. Solution responses times, excluding network latency from the internet, can therefore be monitored to ensure these remain within tolerance at all time including any peak usage periods

Analytics

• Service usage metrics: Yes
• Metrics types: Support can provide usage metrics if required
• 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: European Economic Area (EEA)
• User control over data storage and processing locations: No
• 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: Standard export functionality is provided to enable users to export reports into a variety of formats such as csv; Excel and PDF. This can also be automated and sent via email
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • PDF
• Data import formats: Other
• Other data import formats: PDF

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 will use commercially reasonable efforts to ensure that the Hosted Environment will be available 24 hours per day, 7 days per week, excluding any Scheduled Downtime. The duration of any downtime is measured, in minutes.; • If Uptime Percentage is at least 99.95% of the month’s minutes, no Service Level Credits are provided; • If Uptime Percentage is 99.75% to 99.94% (inclusive) of the month’s minutes, Customer will be eligible for a credit of 5% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint; • If Uptime Percentage is 99.50% to 99.74% (inclusive) of the month’s minutes, Customer will be eligible for a credit of 7.5% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint; • If Uptime Percentage is less than 99.50% of the month’s minutes, Customer will be eligible for a credit of 10.0% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint
• Approach to resilience: Verint WFM Professional is hosted on Amazon Web Services. Please see the below link for data center resilience.; ; https://aws.amazon.com/compliance/data-center/controls/
• Outage reporting: Customers are notified of maintenance windows at least seven days ahead of any scheduled maintenance and at the start and stop of the actual maintenance window. Maintenance is carried out outside of peak business hours, depending on the region in which the customer is located. Downtime during this maintenance is extremely rare.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: We offer 2 forms of authentication. User Authentication requires either a secure username/strong password combination based on named users or SSO via SAML 2.0
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: We offer 2 forms of authentication. User Authentication requires either a secure username/strong password combination based on named users or SSO via SAML 2.0

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Less than 1 month
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Less than 1 month
• How long system logs are stored for: Between 1 month and 6 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: Supplier-defined process

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: £36.92 a user 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.