Verint Systems Inc.

Verint Real-Time Coaching BOT

Verint® Real-Time Coaching is an innovative solution that analyses calls/desktop activities in real time and can automatically identify opportunities to guide interactions toward better outcomes for your citizens and organization. When criteria are met, employees receive automated assistance and guidance in a centralized notification centre called Work Assist.

Features

• Monitor and assistance your agents in real-time during a live-call
• Recognizing Linguistic words using real-time engine
• Recognizing sound triggers
• Understand critical context from the employee’s desktop
• Identify negative sentiment in real-
• Real-time desktop app Combining linguistic, acoustic and application triggers
• Timely intervention and coaching opportunities

Benefits

• Support in-the-moment activities with automation
• Provide AI-driven, real-time guidance
• Identify complaints, escalations, and sentiment in real-time
• Identify and guide agents to reduce long silences and interruptions
• Reduce compliance breaches and improve efficiency based on desktop activity
• Provide real-time contextual guidance via unified work assist application

£32.10 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 14

Service ID

762408180134575

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 Real-Time Coaching BOT is part of a patent-protected portfolio of cloud solutions that enables the world’s most iconic brands and governmental departments to efficiently connect work, data, and experiences to build enduring customer relationships.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Real-time Agent assist is designed to support live calls in the moment and as such requires access to calls in real-time such as Verint call recorders.
• System requirements:
  • 1 gigahertz (GHz) or faster 32-bit (x86) or 64-bit processor
  • 2 gigabyte (GB) RAM minimum 4 GB RAM recommended
  • 1 GB available hard disk space (32-bit) or 20 GB
  • Display resolution 1366 x 768 minimum
  • A higher display resolution will enhance the application usability

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Severity 1 issue – Response within 1 Hour; Severity 2 issue – Response within 4 Hours; Severity 3 issue – Response within 8 Hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• 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: Yes

Onboarding and offboarding

• Getting started: Verint hosts the software suite allowing the platform to be accessed by Customers remotely over the internet, via an SSL certificate.; The recommended implementation approach is based upon 3 core phases:; Software Configuration & Set-Up - in line with customer’s requirements through a period of business consultancy working in partnership with customer subject matter experts. ; Training & Go-Live - supported through onsite software training and user documentation, readiness workshops and on-site go-live support; Operations Management Best Practice – on-site training and coaching of managers and staff to embed consistent usage, support the achievement of business objectives and deliver desired business outcomes
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Virtual machine back ups are taken daily and are fully encrypted using Veeam back up technology. All data is held within application SQL Server. At the end of the contract, databases can either be deleted or associated data provided at customer request.
• 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
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The functionality provided through the mobile service is designed to meet the requirements of a field-based role and is therefore limited to the visibility of performance management scorecards.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The software has not been formally certified against any WCAG standards. Although it does include support for some accessibility feature such as high contrast themes and screen readers.
• 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 Workforce Optimization suite includes and uses a service-based API to perform its application business logic. A set of integration services use the same API to execute all operations to support potential integration requirements with existing operating systems as opposed to setting the service up. This provides the ability for users to configure the trigger of a set of operations within the Verint Back Office Workforce Optimisation solution to capture changes in work states as they occur.; Verint integration services are implemented as Microsoft® Windows Communication Foundation (WCF) services and may also be implemented as SOAP or REST Web Services. Using services in this manner makes it relatively straightforward to integrate the Verint integration services using industry standard development platforms, such as .Net and Java, that allow proxy classes to be generated directly from WSDL definitions. ; Operations that can be executed by the API are limited to those that are required to capture key events in the processing of work items
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Real-time agent Assist provides you with out of the box categories for handling complaints and escalations in real-time. Additionally buyers can build custom categories that can be deployed to the real-time engine for example local government terms and phrases where knowledge related to a local product or service might be required to support a conversation in real-time.

Scaling

• Independence of resources: Working with our Third-Party hosting provider, Verint provide access to a UK sovereign Cloud hosting solution specifically designed to deliver assured cloud services to the UK 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: A report is available to track customer usage of the system.
• Reporting types:
  • 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)
• 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: Standard export functionality is provided to enable users to export reports and management information into a variety of formats such as csv; Excel; PDF etc
• Data export formats:
  • ODF
  • Other
• Other data export formats:
  • CSV
  • TSV
  • TXT
  • XML
• Data import formats: 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: The Verint Managed Cloud Service is a business-critical platform, requiring guaranteed up time SLAs of up to 99.9%. To achieve this, the platform is replicated in real time at the VM level from the primary to secondary data centre using Zerto technology. This allows a failover of the MCS platform to the secondary data centre to be performed in the event of a major failure or disaster, with a target RPO of 15 minutes and RTO of 45 minutes.; If Verint does not meet the uptime levels, the customer will be entitled, upon written request, to a service level credit of 5 – 10% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint dependent upon the gap against the SLA
• Approach to resilience: The Verint Managed Cloud Service is a business-critical platform, requiring guaranteed up time SLAs of up to 99.99%.
• Outage reporting: Verint’s standard service management process includes the notification via email alerts to named customer contact points of any outages.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: End users authenticate through a TLS encrypted Authentication Portal linked to ADFS using TLS 256bit AES encryption. This authenticates customers against an Active Directory before they reach the application servers, which also adopt TLS 256bit AES encryption of all data in transit. This portal also provides user administration capabilities to customers.
• 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: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• 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: 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: £32.10 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.