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Data Processing Instructions
Exhibit to the Data Processing Agreement
This Data Processing Instructions document ("DPI") forms part of the Data Processing Agreement ("DPA")
and agreement (“the Agreement”) for professional services and/or cloud subscription services (SaaS
Services) between Customer/Verint and applies to Verint’s processing of Personal Data.
Order of Precedence. If this DPI conflicts with the main body of the DPA or terms of the Agreement, this
DPI shall take precedence but only for the processing instructions for Personal Data. Capitalized terms
used in this DPI shall have the meanings given to them in the DPA, the Agreement or the applicable
Order. If this DPI conflicts with an applicable Order, the terms of the Order shall apply.
1. Subject Matter of Processing
Verint is engaged by Customer (or a partner on behalf of Customer) to provide subscribed services which
require the processing of Personal Data.
2. Nature and Purpose of Processing
2.1 Nature
Verint will perform processing activities in relation to the Personal Data, including but not limited to:
(a) Collection
(b) Recording
(c) Storage
(d) Organisation and structuring
(e) Access and viewing
(f) Retrieval
(g) Transmission
(h) Disclosing
(i) Altering or amending
(j) Deletion
(k) Using
Each activity in this Section 2.1 is performed in accordance with Customer’s instructions.
2.2 Purpose
The purpose of processing Personal Data is in order to meet Verint’s obligations to Customer for services
subscribed under the Agreement pursuant to an Order. Except as is necessary to perform Verint’s
obligations under the Agreement, the processing of Personal Data is incidental to the provision of the
subscribed services and shall be subject always to Customer’s instructions, the provisions of the
Agreement, the DPA and/or Order.
3. Data Subjects
Any Data Subject whose Personal Data is submitted by Customer or Customer Personnel to Verint in
connection with subscribed services includes but is not limited to:
(a) Employees, agents, representatives and other personnel engaged by Customer for the purposes
of the administration of the Agreement;
(b) Employees, agents, representatives and other personnel engaged Customer who use the
subscribed services; and
(c) Employees, end users, consumers, clients, and policy holders of Customer whose Personal Data
features in content uploaded into Verint’s SaaS Services or accessible by Verint at the request of
or pursuant to the instructions of Customer.
4. Categories of Personal Data
Further information regarding the actual categories of Personal Data may be set out in further detail in
the Order or related solution design document. The following is a non-exhaustive list:
(a) Name, business contact details (email and telephone number), job title, contact history;
(b) Name, business contact details (email and telephone number), job title, contact history,
department, ID number, employment scheduling, skills, performance, system usage, call durations,
email address, job title, login credentials;
(c) Name, department, employee identifier numbers, employment scheduling, skills, performance,
system usage, call durations, email address, job title, login credentials;
(d) Other categories due to the business activity of the Customer; Customer-allocated ID number, CLI
number, IP address;
(e) Other categories used where Customer utilizes Verint identification authentication services
deployed to verify Customer Personnel who are authorized to access Verint’s SaaS Services and/or
Verint-enabled service portals; e.g., Customer-allocated user name, registered login ID, IP address,
ANI number, MAC address of mobile devices.
(f) Special categories of data: Save to the extent that Customer may determine that such categories
will be processed by Verint, by including such instructions for processing within the specific Order
or related solution design document for which special category data may be processed, Verint’s
services do not typically involve the processing of special categories of Personal Data. Special
category Personal Data is considered personal data revealing racial or ethnic origin, political
opinions, religious or philosophical beliefs, or trade union membership, or the processing of
genetic data, biometric data for the purpose of uniquely identifying a natural person, data
concerning health, or data concerning a natural person’s sex life or sexual orientation.
5. Duration of Processing
The longer of (i) the term or duration of the Agreement or (ii) the Order under which the services are
subscribed, plus any agreed retention period until deletion by Verint of all Personal Data.
6. Verint Affiliates as Subprocessors
The following Verint Affiliates are Subprocessors:
6.1 EMEA
Verint Systems UK Ltd, Calabrio UK Limited, UK; Verint Systems Ireland Limited, Republic of Ireland; Verint
Netherlands BV, Netherlands; Verint Systems GmbH, Calabrio GmbH, Germany; Verint Systems SAS,
France; Verint Systems Belgium NV, Belgium; Verint Systems Kft., Hungary; Verint Systems DOOEL, North
Macedonia; Verint CES Ltd., Israel; Verint Systems PTY Ltd, Republic of South Africa; Calabrio AB, Sweden.
6.2 North America
Verint Americas Inc., Calabrio Inc., USA; Calabrio Canada Ltd, Canada.
6.3 CALA
Verint Witness Systems S.A. De C.V., Mexico; Verint Brasil Ltda, Brazil.
6.4 APAC
Verint CES India Private Limited, India; Verint Systems (Australia) Pty Ltd., Australia.
7. Subprocessors: Hosted Environment
The provision of SaaS Services may require the appointment of one of the Subprocessors named below to
provide the relevant Hosted Environment.
7.1 Verint hosted solutions
Hosting Data AWS Cloud Microsoft Azure Google Cloud Services
Center Region Services Cloud Services
Americas US-EAST/WEST East US / West US US East 4 / US West 1
APAC Sydney Australia East Australia-southeast1
EMEA – EU Frankfurt France Central (Paris) Europe-west3 (Frankfurt)
EMEA – UK London UK South (London) Europe-west2 (London)
7.2 Calabrio hosted solutions
Hosting Data AWS Cloud Microsoft Azure Google Cloud Services
Center Region Services Cloud Services
US US-EAST/WEST East US / West US Not used
Canada Montreal Canada Central Not used
(Toronto)
APAC Sydney / Singapore Australia East (New Not used
South Wales) /
Southeast Asia
(Singapore) / South
Africa North
EMEA – EU United Kingdom / North Europe (Ireland); Not used
Ireland West Europe
(Netherlands)
EMEA – UK London UK South (London) Not used
8. Subprocessors: Identity Authentication Services
The provision of SaaS Services may require the appointment of one of the Subprocessors named below to
provide the relevant identity authentication services to access the SaaS Services. Data Subjects whose
Personal Data may be processed by these Subprocessors include Customer Personnel authorized by
Customer to use Verint’s SaaS Services.
Region Okta Inc – Secure Microsoft Azure – Ping Advanced Identity
Gateway Secure Gateway Cloud
Americas Standard Service - USA East US / West US South Carolina, US / Montréal
APAC APAC Cell Australia / Australia East Singapore / Sydney
Singapore
EMEA – EU EU Cell Germany / France Central (Paris) Frankfurt, Germany
Ireland
EMEA – UK EU Cell Germany / UK South (London) London
Ireland
9. Subprocessors: Other
Name and Type of When Used Nature of Processing Location of Processing
Subprocessor
Transperfect: Speech When engaged to Manual transcribing or Verint Hosted Environment
and text analytics natural perform LAC analysing of Customer
language services services Data
Snowflake Verint Messaging, To provide data Customer-specific Snowflake
Calabrio warehousing (off-line instance deployed in the same
Conversational storage) and data environment as the customer
Intelligence analytics. tenant. Processing location
Storage and processing varies by customer realm.
of redacted customer
interaction transcripts
and associated analytics
results to support AI-
enabled features,
reporting, and analytics.
AssemblyAI, Inc. Used by To create voice-to-text USA or Ireland
Conversation transcription. Customer
Intelligence controls ingested
recordings using the
pause/resume
configuration
(REVAUGUST2026)