---
title: "Verint Partner Support Process"
slug: "verint-partner-support-process"
updated: 2026-05-04T11:49:48Z
published: 2026-05-21T21:29:12Z
canonical: "help.8x8.com/verint-partner-support-process"
stale: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Verint Partner Support Process

## Objective

Verint is a third-party vendor that provides Workforce Management and Knowledge management integrations with 8x8 Contact Center. Customers reporting issues with Verint will be supported and escalated per the following procedure.

## Applies To

- Verint Workforce Management (WFM)
- Verint Knowledge Management (KM) in Agent Workspace

## Procedure

### Initial Triage

When partners receive a customer report of issues with Verint:

1. Before escalating to 8x8 Support for troubleshooting, perform initial triage to determine if the issue is with 8x8 Contact Center or Verint.
2. If the issue resides with 8x8 Contact Center, troubleshoot as usual.
3. If unable to establish that the problem resides with 8x8 Contact Center, collect the required information from the customer and then escalate the Verint case to 8x8 Support.

### Details To Collect

- Which product is experiencing the issue: **Verint WFM** or **Verint KM**?
- Provide a concise description of the issue.
- Please provide screenshots of errors or anything identifying the issue, symptoms, or behavior.
- An estimate of the percentage of users affected.
- What is the business impact?
- Can the issue be replicated? If so, please provide the steps to replicate the issue.
- Is there a workaround for the issue? If so, please provide the workaround.
- When was the problem first noticed?
- If there are system alarms or alerts, please provide screenshots and/or text of the message(s).