Puzzel Ltd

Verint Workforce Management (WFM) and Verint Workforce Management Essentials (WFM Essentials)

Forecasting/scheduling of employees in call centres, contact centres and back office operations. Supports multi-site, multi-skill and multi-channel and provides real-time analytics and reporting to efficiently manage the people and process. Web based with intuitive workflows and engaging applications for employees to manage their shift patterns on mobile devices.

Features

• Multi-channel AI-forecasting and scheduling
• Contact centre and back office
• Long term demand workload forecasting and staffing analysis
• Employee self-service app and web portal for managing their time
• Automated workflow processing and alerting
• Schedule adherence for real-time tracking of employee activity
• Intra-day queue performance management
• Standard report templates with an ad hoc reporting module
• API integration with ACD, CRM and HR platforms
• Role based KPIs from internal and external data sources

Benefits

• Increased workforce productivity and capacity
• Reduction in workforce administration
• Optimistation of workforce shifts and activities worked
• Enterprise-wide view of resources and capacity
• Enhanced customer and employee engagement
• Improvement in employee schedule adherence
• Automated decision making
• Compliance with working rules and practices
• Tracking and publishing operational Key Performance Indicators
• Automated reporting and performance tracking

£26.50 a licence

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 gcloud@puzzel.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

946114332803314

Contact

G-Cloud Team
0333 300 0066
gcloud@puzzel.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 Workforce Management delivers significant business benefits as a standalone service, but offers synergistic functions as a fully unified component of a Contact Centre solution. Examples include:; * Unified user management/Common Dashboard ; * Pre-configured KPIs; * Seamless workflows; * Leverage insights from Desktop Analytics ; * Pre-configured integrations
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Subscribers to the service will be informed of planned maintenance and update schedules. Customers are required to use the supported environments, for example the browser, desktop operating system and mobile operating systems. Internet connectivity is required to use the service. Core functions of the WFM solution require integration with other systems which may need to be provided by the customer.
• System requirements:
  • The customer provides the environment to access the service
  • Desktop browser and operating systems, mobile operating systems
  • Appropriate network connectivity to the Verint Cloud service
  • The customer must provide integration with any required systems
  • Integration with ACD, and/or CRM and/or payroll 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: Within 1 hour for Priority 1 issues.
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Webchat has been tested with an external consultancy company and is WCAG compliant. We do not support testing with screen readers but our services including web chat support are WCAG compliant.
• Onsite support: No
• Support levels: Our Basic support plan is available within business hours. Paid-for support plans below are available for increased levels of support and reporting. The Standard support plan (Weekdays 9am to 5pm) includes Written Support, Web Chat Support, Service Level reporting and full access to status pages and knowledgebase. The Premium plan (Weekdays 9am to 10pm) includes all of the above plus Phone Support. Our Elite plan includes everything above extended to 24 /7. All customers are provided a Key Account Manager and access to our remote support team. Furthermore, customers can elect to purchase additional reporting and a Service Manager for increased levels of support and attention.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Verint provide end user training to ensure that customers are fully enabled to take advantage of the functionality offered and features available. Training and consulting is a blend of on-site engagements, attendance at the dedicated Verint University, leader led online and self-paced learning clips, depending on the class and agenda. ; ; Education is based on a “train the expert” approach to ensure that expertise is built within the operation and the solution can be rolled out to new sites or departments as needed by the customer. ; ; In addition to standard training, Verint offer value added consulting services designed to optimise the processes which are supported by the tool – for example the Best Practice Review workshop focusses on benchmarking existing operational processes and identifying areas of improvement and transformation for adopting the Verint solutions.; ; After the implementation has been completed, users can opt into the Advice Line services for follow-up questions and “how to” as the use of the solutions mature within the operation. We also run free quarterly UK based user groups where customers can network with other customers using our solutions, learn best practices and here from others customers use cases.; ; User documentation and class guides are provided.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Customers may request their data from Puzzel and Verint upon the end, or termination of contract.
• 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 Puzzel and 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
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The mobile service provides complementary access for end-user employees (agents) and Team Managers and the capability is designed around their specific usage of the system. For example, agents can use the mobile app Workview to view their assigned shift patterns, request time off, shift swaps, place shift bids or check performance KPIs. The Team Manager app Teamview allows their manager to view and approve such requests and view schedules for a team. These functions can also be completed using the web portal; access to a mobile application enhances employee experience, providing timely access to services and decision making.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Users of the system can access the tool through a web browser, granting them privileges to the described functionality. Additionally, agents, or advisors and their team managers can use complimentary mobile applications.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: The application was tested with Freedom Scientific JAWS 2023, Google Chrome, Microsoft Edge (Based on Chromium) on Windows. VPAT reports detailing conformance levels are available upon request.
• API: Yes
• What users can and can't do using the API: Verint provide a series of RESTful API web services which allow access to and managed control of specific application entities. Typical examples would include:; • Access to and management of employee information, including provisioning; • Access to schedule data for interfaces with HR, payroll, and billing systems; ; Details of the specific APIs would be provided on a project basis and based upon the specific needs of the customer.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Whilst the system does not permit customisation, the user interface screens and work rules are highly configurable to meet user personas, business needs and outcomes.

Scaling

• Independence of resources: The Verint Cloud Operations team ensure that computing and storage resources are available to support the usage of the subscribed services. The platform is hosted in industry-standard, global service which provides the scalability as needed to meet demand.

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: Reseller providing extra support
• Organisation whose services are being resold: Verint Systems

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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: Supplier-defined controls
• 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: When required, users may export data directly from applicable system screens – for example the Export feature within the Forecast module allows a user to export their data as a delimited, flat file. In addition the reporting package can create outputs as an MS Excel readable format.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • XLS
  • XML
  • RESTful Service
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • RESTful web service

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 availability target for Other Puzzel Services is targeted at 99.9%. (All Verint services are included in Other Puzzel Services).
• Approach to resilience: Available upon request
• Outage reporting: Customers may check the dedicated Verint Cloud status page and via updates in Incident Management System (IMS) system which can be viewed via the Verint Connect Community Portal.

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: All user access to the system is controlled by a role-based security model. Users are assigned, one or a number of relevant roles for example Agent, Supervisor or Scheduler. These Roles represent their job function and control access to features, for example viewing of schedules, approval of requests, generation of forecasts or managing schedules. In addition to the Role, users are assigned a Scope to control which departments or teams the Role applies. This allows segmentation and for example Team Leaders to have management over their teams, but not privileges over others.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau (UKAS)
• ISO/IEC 27001 accreditation date: 4th 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: Puzzel is ISO27001 certified and therefore has a thorough, standard based approach to Information Security policies and processes including, but not limited to: an Information Security Policy. Privacy Policy, Acceptable Use Policy, Data Retention and Destruction Policy, Infrastructure Hardening Policy, Quality Policy, Operational Security Policy, Access Management Policy and Physical Security Policy.; ; In line with ISO27001, Puzzel performs regular internal audits and risk assessments. All staff are trained once per annum on the policy. Any security breaches are recorded and actioned at board level.; ; 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. 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: Incident management is based upon ITIL processes. If appropriate, ITIL problem management processes are used to eliminate recurring incidents. Incident reports are provided for all P1 incidents. Users report incidents by ticket, web chat, phone or email via Puzzel's Help Portal. If required, incidents shall be escalated to Verint.

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

  As a responsible provider of services, Puzzel has committed to the goal of achieving Net Zero environmental impact by no later than 2030.; ; To support the theme of Fighting Climate Change, we can commit to one, or a series of, actions with each buyer to positively impact the local community. The suggested actions include but are not limited to the following:; ; • Re-purposing IT equipment for local bodies such as Schools and VCSE’s to enable access to technology without further impacting the environment.; • Supporting schools and VCSE's with volunteering programs to assist with tree planting and other positive environmental action.; • Using our software and training teams, enabling a culture of hybrid or remote working to reduce the buyer’s environmental impact.; ; For each Social Value commitment, Puzzel will ensure specific, measurable criteria is agreed with each buyer and every year we shall report upon these with demonstrable reporting.

  Covid-19 recovery

  We are focussed on assisting buyers and their communities in recovering from the impact felt by Covid-19 with helping to enable positive social and economic impacts.; ; To support the theme of Covid-19 recovery, we can commit to one, or a series of, actions with each buyer to positively impact the local community. The suggested actions include but are not limited to the following:; ; • Re-purposing IT equipment for local bodies such as Schools and VCSE’s to enable access to technology in the community, so they are not left behind by the increasing cost of purchasing new technology.; • Supporting schools / VCSE's with digital skills training, to help upskill the young, the unemployed, the disadvantaged, and the elderly in the community.; • Using our software and training teams, enabling a culture of hybrid / remote working to assist the buyer in improving their capabilities and gaining efficiencies as they cut the cost of per employee of having to provide permanent desk space.; • Using our apprenticeship levy to fund apprenticeships in the local community to those that may still be recovering from the impact of Covid-19.; ; For each Social Value commitment, Puzzel will ensure specific, measurable criteria is agreed with each buyer and every year we shall report upon these with demonstrable reporting.

  Tackling economic inequality

  We are focussed on assisting buyers and their communities in tackling economic inequality with helping to enable positive social and economic impacts, removing barriers to employment, and helping the community to develop new skills.; ; To support the theme of Tackling Economic Inequality, we can commit to one, or a series of, actions with each buyer to positively impact the local community. The suggested actions include but are not limited to the following:; ; • Re-purposing IT equipment for local bodies such as Schools and VCSE’s to enable access to technology in the community, so they are not left behind by the increasing cost of purchasing new technology.; • Supporting schools / VCSE's with digital skills training, to help upskill the young, the unemployed, the disadvantaged, and the elderly in the community.; • Using our software and training teams, enabling a culture of hybrid / remote working to assist the buyer in improving their capabilities and gaining efficiencies as they cut the cost of per employee of having to provide permanent desk space.; • Using our apprenticeship levy to fund apprenticeships in the local community to increase opportunities for work to those that may be hindered from achieving it.; ; For each Social Value commitment, Puzzel will ensure specific, measurable criteria is agreed with each buyer and every year we shall report upon these with demonstrable reporting.

  Equal opportunity

  We are focussed on assisting buyers and their communities with increased equal opportunity for all by removing inequality in the workplace, and increasing the ability of employers to support employees from a wide-range of backgrounds and capabilities.; ; To support the theme of Tackling Economic Inequality, we can commit to one, or a series of, actions with each buyer to positively impact the local community. The suggested actions include but are not limited to the following:; ; • Re-purposing IT equipment for local bodies such as Schools and VCSE’s to enable access to technology in the community, to increase the ability of these bodies to offer access to IT equipment to more people.; • Supporting schools / VCSE's with digital skills training, to help upskill the young, the unemployed, the disadvantaged, and the elderly in the community.; • Using accessibility standards in our software development to enable the buyer to open employment opportunity and increasing the pool of people who can work using our software by using WCAG standards.; • Using our apprenticeship levy to fund apprenticeships in the local community to increase opportunities for work experience to those that may be hindered today from achieving it.; ; For each Social Value commitment, Puzzel will ensure specific, measurable criteria is agreed with each buyer and every year we shall report upon these with demonstrable reporting.

  Wellbeing

  We are focussed on assisting buyers and their communities in improving the health and wellbeing of their citizens including mental and physical health, healthier ways of living as well as access to basic foodstuffs.; ; To support the theme of Wellbeing, we can commit to one, or a series of, actions with each buyer to positively impact the local community. The suggested actions include but are not limited to the following:; ; • Supporting schools and VCSE's with volunteering programs to assist with local wellbeing projects and communities whereby we can positively impact physical and mental health.; • Supporting schools / VCSE's with mental health and other soft skill training, to help increase awareness amongst the young, the unemployed, the disadvantaged, and the elderly in the community.; • Donating to foodbanks and other local intiatives to increase the ability of the community to feed itself.; ; For each Social Value commitment, Puzzel will ensure specific, measurable criteria is agreed with each buyer and every year we shall report upon these with demonstrable reporting.

Pricing

• Price: £26.50 a licence
• Discount for educational organisations: No
• Free trial available: No

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 gcloud@puzzel.com. Tell them what format you need. It will help if you say what assistive technology you use.