Verint Services

Delight customers with services thataugment Verint Platform, acceleratingtime to value and realization of desired
outcomes.

The Verint Customer Engagement Cloud Platform

Overview
Verint® Customer Engagement Platform enables organizations toimprove customer engagement and experiences by connecting different
aspects of their operations such as work, data, and experiences acrossthe enterprise. Our open platform is designed to eliminate inefficiencies,
improve productivity, and deliver consistent, differentiated experiencesat scale across every interaction.
To maximize the potential of Verint Platform, Verint and our partners
provide technical and consulting services. The services offered include:• Onboarding Services• Consulting and Value Realization Services• Ongoing Education and Training• Technology Managed Services

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Verint Services for All Stages of the Customer Lifecycle
Verint services are designed to help organizations get the most out of our open platform and achieve their desired outcomes over the entire
customer lifecycle.
Awareness
Growth• Business Consulting Services• Value Realization Services• Verint Connect• Ongoing Education & Training- Verint Academy- Tailored Educational Services

AdvocacyEvaluation

Creating Value Acrossthe Entire Customer
Lifecycle

Retention

Verint Services

Purchase

Onboarding
Deployment• Discovery• Solution Design• Scope of Work• Starter Services Packages• Technology ManagedServices• Tailored Services

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Challenges in Creating Value
Unfortunately, many things can get in the way of realizing the total
value of your software implementations. Your organization may lack
the resources or technical skills needed to manage the solution.
Organizational changes or a market shift can affect priorities and takefocus and resources away from your project. You could experience
turnover, losing the people trained on the solution—or there may beindividuals unwilling to give up the old way of doing things.
That’s why Verint and our partners offer various services that augment
Verint Platform and help you with solution deployment, change
management, continuous training, and re-evaluation and alignmentof solutions to your business needs. These services help ensure you
get the full value of your solutions faster and can more easily maintainthose solutions to help achieve your desired business outcomes.

Implementing a new software solution is often alarge investment, not only in cost but also in resource
time across a broad range of functions. Consequently,
expectations are high for fast value creation andreturn on investment. As part of your onboarding
strategy, you want to have:

A clear roadmap to value creation.

Processes and oversight to ensure.

Tangible success metrics.

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Solution Discovery and Design
Trying to find the right solution or combination of solutions to solve
your business challenges can be overwhelming when there are so many
options and approaches. How can you be confident you are choosing theright one(s)? That’s where Verint solution consultants come in.
Our consultants will guide you through business-needs assessment,functionality requirement gathering, and “best fit” solution analysis
to align our solutions with your business goals. We help quantify thepotential value of proposed solution(s) to support your business casedevelopment and assist in short-term and long-term acquisition planning.
Together, you can decide on the solutions that best achieve yourorganizational goals, design solution deployments that best fit yourorganization’s environment (cloud vs. hybrid, communications and CRM
platform integrations, etc.), and document expected outcomes. This way,
the Verint team and customer deployment team have a clear plan andshared expectations.

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5Onboarding Services
Our onboarding services help you plan, implement, and integrate your solutions efficiently, increase knowledge of the solutions, and promote
adoption of best practices across your organization.
Starter Services Packages for Verint Platform Customers

Tailored Services

We’ve listened to our customers, and they have told us they preferto quickly gain familiarity with solutions and then expand the use offeatures based on their specific needs. With Verint Starter Services
Packages, you can get up and running quickly while minimizing
services costs—requesting additional services as needed at any time
during the project. The Verint Starter Services Packages include
everything you need to go live, including:Sometimes, your environment or business requires efforts above andbeyond the standard configuration. If you have a homegrown systemor a unique tech stack with which you need to integrate, tailoredservices can help.

• A project management and initiation session• An application configuration design workshop• Verint Academy self-paced learning (where applicable)

Verint Services

Our partners or the Verint Professional Services team can work withyou to design, build, and implement your Verint solution(s) to meetyour unique needs. The typical Verint implementation includes
onboarding, readiness, technical and application design, best practiceconsulting, technical and application configuration, system and quality
testing, training services (both self-paced and instructor-led), andsupport during user-acceptance testing and go-live.

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6Consulting Services
Our business consultants and partners can analyze your current
business environment and provide recommendations to connect
data, work, and experiences to create a differentiated customer
experience, drive stronger solution adoption, and improve operational
performance. These skilled resources can augment your team withproject- and change-management expertise, and can share bestpractices to improve processes and drive consistency across yourorganization. Our goal is to help you improve operational performanceand realize tangible business results.
Our experts and partners can help you:
• Develop a customer engagement strategy.
• Improve operational efficiencies.
• Balance automation and human interaction.
• Build customer journey maps.
• Optimize management processes, and more.

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Value Realization Services
Value Realization Services help our customers mature and optimize
their use of Verint software post-implementation, offering a clear path
to value and increased solution adoption. We can help you regain
focus on the desired business outcomes and promote standardized
application usage, processes, and governance to help ensure
continuous value creation. These services provide a tangible way totrack the actual impact your solutions have on customers, business
operations, and, ultimately, shareholder value.
Our business-value consultants will work with you to identify andunderstand your business challenges, review your current processes,
and help define objectives and success criteria. The consulting
engagement will include a detailed usage analysis, documentationof recommendations and opportunities, and, where applicable,
recommend software configurations designed to increase value.

Verint Services

Most Value Realization Services are specific to thesolution and can be found in the Services Catalog
on Verint Connect. In addition, we offer two Value
Realization Services that take a higher-level view ofyour Verint Platform solutions:• Value Discovery – Designed to help understand your goals, business needs, operations,and utilization in order to attain more value
from your current Verint Platform solutions.
• WFE Technical Architecture Health –Assesses the availability, reliability, and speedof your Verint environment to help keep yourIT systems running smoothly, allowing youto leverage the knowledge of our organization
across multiple industries and best practices.

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88Ongoing Education and Training
One of the most common causes of poor solution adoption or value
creation is employee turnover. The individuals who were initially trained
as part of the onboarding process move on. Maybe they trained theirreplacement—or maybe not. The new administrator is either self-taught,
or only exposed to the features and functionality the previous admin
showed them—potentially missing key capabilities. That’s why we offer
many training options to help keep your administrators and users up todate in their knowledge of their Verint solutions.
Verint Academy, accessible through Verint Connect, provides
interactive learning experiences to support different types of learners
and different levels of experience, with instructor-led classes and selfpaced, on-demand learning available anytime, anywhere. It houses alarge library of self-paced training options available at no additionalcharge for SaaS customers. Verint Academy helps support you throughyour entire customer journey.
In addition, when needed, we can work with you to design training
that’s customized to your business needs.
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9Technology Managed Services
On-premises customers who leverage Verint Technical Managed Services
benefit from a dedicated service director who is responsible for program
delivery. This individual works with you to implement a sustainable
program that includes system monitoring, updating, and control. You’ll
receive connected data analysis, business trend reporting, changemanagement reporting, and opportunity and benefit analysis. Aside fromthe certainty that you are getting the maximum value from your customer
engagement solutions, Verint Technical Managed Services provide robust
governance processes that fuel cost savings, maximize system availability,
accelerate time to value, and increase flexibility for your IT organizations.
All Verint customers can take advantage of Premium Plus Support, which
provides a dedicated support account manager who understands yourorganization and its unique requirements. The support account manager
will proactively oversee support activities and provide context to assist
you with critical IT decision making, help maximize system uptime, andensure clear communications with internal constituents. Learn more
about Premium Plus Support.

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10Augment Verint Platform
Verint Customer Engagement Cloud Platform provides best-in-breed
solutions and an open, extensibile architecture that can enable you toseamlessly connect to your enterprise cloud ecosystem and share data
across your operations. But if your people don’t know what to do withthe data or how to use the solutions to drive your desired businessoutcomes, you might not capture the full value of your solutions.
Verint Services provide the analysis, guidance, best practices, andknowledge to augment your Verint solutions and help you build theprocesses and expertise needed to help eliminate inefficiencies, improve
productivity, and deliver consistent, differentiated experiences at scale
across every interaction.

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The Customer Engagement Company®

11Verint Connect
Verint Connect is Verint’s online portal for customers and partners andis a one-stop-shop for resources on products, solutions, and services.*
On Verint Connect you can:• Review product information.
• Open and manage your support tickets.
• Review and submit ideas for future product enhancements.
• Browse and download product extensions.
• Review API documentation for custom developments.
• Access Verint Academy and our online Services Catalog.
The Verint Services Catalog provides registered Verint Connect users witha list of service offerings that augment Verint Platform to enable shortertime to value and help you realize your desired business outcomes.

The Services Catalog allows Verint Connect users toself-serve and search for services offerings basedon a specific product, set of products, or type ofservice, such as:• Onboarding Services• Consulting and Value Realization Services• Ongoing Education and Training• Technology Managed Services.
Verint Connect users can also request a quote directlyfrom within the Services Catalog or select an option
to enroll for an education and training offering. This
accelerates time to engagement by quickly connecting
users with a Verint contact.
For more on Verint’s Services Offerings, visit http://www.verint.com/services-support and Verint Connect,or reach out to your dedicated account executive.

*Verint Connect requires registration prior to use. Click here to register.

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verint.com/blog© 2023 Verint Systems Inc. All marks referenced herein are trademarks, registered orotherwise, of Verint Systems Inc. (“Verint”), its subsidiaries, or its respective licensor
owners. All Rights Reserved Worldwide. Unauthorized use, duplication, or modificationof this document, or any part, without the written consent of Verint is strictly prohibited.
By providing this document, Verint is not making representations regarding thecorrectness or completeness of its contents and reserves the right to alter this document
at any time without notice. Features listed in this document are subject to change andnot all functionality is available in all configurations. 03.2023