4 ROADS LIMITED

Verint Intelligent Virtual Assistant

Verint IVA is a (SaaS) intelligent virtual assistant platform that enables organisations to automate customer interactions through conversational interfaces. The service supports customer self-service, contact centre deflection, internal staff assistance and conversational user interfaces. Verint IVA is configurable to meet organisational needs and integrates with existing systems using supported APIs.

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
• Unlimited number of responses per intent
• Virtual assistants can be external/internal facing to assist employees

Benefits

• Designed and implement to meet client’s needs
• Improved customer satisfaction
• Better scores like NPR or FCR
• Lower usage of live agents
• Less misrouted escalations

Service documents

• Pricing document

  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 robert.nash@4-roads.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

828016355584060

Contact

Robert Nash
+44 7977518130
robert.nash@4-roads.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
  • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: The service is delivered as a SaaS platform. Buyers require internet access and a supported web browser. Functionality is provided through configuration rather than bespoke custom development. Data residency and hosting locations are defined by the service hosting model.
• System requirements:
  • The customer provides the environment to access the service
  • 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: Yes
• Support response times: Email and ticketing support is provided during business hours. Initial responses are provided in line with the service support SLA. Support requests received outside business hours are responded to on the next business day.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: No
• Support levels: 4 Roads includes a standard support level provided during business hours via email and ticketing, which is included in the service price. Verint provide a 24x7 support for SaaS issues. Buyers may also purchase additional 4 Roads support on an hourly basis for activities such as configuration assistance or technical guidance. Hourly support is charged at the published rate. The service does not include a dedicated technical account manager or named cloud support engineer as standard.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Verint Conversational AI and IVA onboarding takes approximately two weeks. Training is provided on the technical implementation and business-user systems 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
• 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.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Yes. The service is responsive and can be accessed on mobile devices using a supported web browser. The mobile experience uses the same core functionality as the desktop service, with a simplified layout and navigation optimised for smaller screens.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The service is provided through a web-based user interface accessible via a supported browser. The interface enables users to view, create, and interact with an LLM that has consumed community content such as discussions, and knowledge articles, to provide answers. Administrative users can configure intents, which LLM's to use and interrogate report interfaces to discover where the IVA was unable to help.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: The service interface has been developed with accessibility considerations in mind and tested using common assistive technologies and browser accessibility tools. Feedback from users informs ongoing improvements. Formal certification testing with assistive technology users has not been undertaken.
• API: Yes
• What users can and can't do using the API: Yes. The service provides RESTful APIs that allow integration with third-party systems and enable access to selected service functionality and data, subject to appropriate authentication and access controls.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Yes. Buyers can customise the service through configuration options such as branding, layout, features, workflows, and permissions. Additional customisation can be delivered through extensions and enhancements developed using the service’s supported APIs, without modifying the core platform.

Scaling

• Independence of resources: Vendor-hosted SaaS deployed in logically isolated environments, which may be single-tenant or multi-tenant depending on requirements. Capacity is managed and monitored by the supplier to ensure fair use and consistent performance across tenants. Platform controls and scaling mechanisms are used to manage demand and prevent the activity of one user from adversely impacting others.

Analytics

• Service usage metrics: Yes
• Metrics types: The service provides usage metrics through built-in platform dashboards and regular usage reports provided on a monthly basis.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Verint Systems UK Limited

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: 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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Data Erasure

Data importing and exporting

• Data export approach: Individual users can export their data using the service’s RESTful APIs. Where supported by the platform, users can also download their data directly through the service interface.
• Data export formats: Other
• Other data export formats: JSON
• Data import formats: Other
• Other data import formats:
  • JSON
  • XML

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • 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 service has a target service level of 99.9% availability. Availability is monitored by the supplier and the service is designed for high availability, but no specific uptime percentage is contractually guaranteed. No service credits or refunds apply for availability.
• Approach to resilience: The service is designed as a resilient, vendor-hosted SaaS platform. It uses a multi-tenant architecture with logical separation between customers and is designed to operate across redundant infrastructure components. Service health and capacity are monitored to support continued operation in the event of component failure.; ; The service is hosted in third-party cloud data centres designed for high availability and resilience. The hosting environment provides redundant power, networking, and environmental controls. Further details of the service’s resilience and datacentre architecture can be provided on request.
• Outage reporting: The service does not provide a public status dashboard or API for outage reporting. Where service issues occur, affected users are informed through established support and customer communication channels, such as email or support tickets, as appropriate.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Consumers of the IVA are authenticated through the customer’s existing identity systems or via application-level controls, depending on deployment. Administrative access always requires authentication and role-based access controls
• Access restrictions in management interfaces and support channels: Access to management interfaces is restricted using role-based access controls, ensuring that administrative functions are limited to authorised users only. Permissions are assigned based on job role and reviewed as required.; ; Access to support channels is restricted to authorised customer contacts and supplier staff. Support requests are authenticated and managed through controlled ticketing and communication systems to ensure that only approved users can raise, view, or manage support cases.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: The organisation is certified to Cyber Essentials Plus. Security governance is supported through defined policies and controls aligned with recognised good practice.
• Information security policies and processes: The organisation maintains documented information security policies and processes aligned with recognised good practice and Cyber Essentials Plus requirements. These include policies and procedures covering access control, asset management, secure configuration, vulnerability management, incident management, data protection, and staff security awareness. Policies are reviewed regularly and supported by operational processes to manage risk and protect service data.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and change management are governed by supplier-defined policies and processes. Changes are planned, reviewed, tested, and approved prior to implementation, with appropriate rollback and incident management procedures in place.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability management is governed by supplier-defined policies and processes. This includes regular vulnerability scanning, patch management, penetration testing, and remediation of identified issues in line with risk and severity.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective monitoring is implemented through supplier-defined controls. This includes monitoring of service health, access, and security events, with alerts and response processes in place to identify and manage potential security incidents.
• Incident management type: Supplier-defined controls
• Incident management approach: The organisation operates documented incident management processes to identify, assess, and respond to service incidents. Pre-defined procedures are in place for common incident types, including service disruption and security-related events.; ; Users can report incidents via the service’s email and ticketing support channels. Incidents are logged, prioritised, and managed in line with severity and impact. Where appropriate, users are kept informed of progress and resolution.; ; Incident reports are provided to affected users following resolution, including a summary of the incident, actions taken, and any relevant follow-up activities.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 5%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 20%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 7a2fbf0f-6be1-46b8-ad48-c602accf48c3
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

Service documents

• Pricing document

  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 robert.nash@4-roads.com. Tell them what format you need. It will help if you say what assistive technology you use.