New Customer Provisioning

We resell Verint Monet’s WFM services and customers commit to us for a 3-year term.  The pricing from Monet is tiered based on the amount of Verint Monet users on the account.  XTIUM has a fixed markup on the costs from Verint Monet.  We then sign paperwork with Monet committing to a 3-year term for that customer. Verint Monet bills us annually in advance for each customer. For every customer, the following must occur:

  1. Service Delivery will ensure the proper line items are on the sales order and work with Sales for expectations during the GIST.
  2. Service Delivery will work with Voice Engineering, via email with the sales order to the VE distribution list (John Miller is the primary lead), who will submit the Monet paperwork through the PR process after getting the quote from Monet.
    1.  Once the paperwork is complete.  The PM will reach out to our point of contact at Verint Monet to get a kickoff call scheduled: Brooks Morris | National Account Director | Verint Monet | US: 310.207.2236 | brooks.morris@verint.com.  Please include your XTIUM CCaaS Implementation Engineer on any calls with Verint Monet.  
  3. Finance will pay Monet.
  4. Monet electronically submits three invoices (one per year) during the customer’s 3-year term to Finance.


Monthly License Overage

Separate from those steps, there is an additional step that can occur every month. Our customers can create new users inside their Monet tenant (this is by design and cannot be prevented). If the number of users in a customer’s tenant exceeds their license limit, we are notified by Verint Monet and charged for the “overage” licenses. When a customer is over their license count, the following must occur:

  1. Verint Monet to notify Finance about any monthly license overages.
  2. Finance will notify their CRM to discuss how the customer wants to handle the overage.
  3. Typically, the customer either removes the excess licenses or agrees that they want to keep those licenses.
  4. Finance informs Verint Monet about the customer’s decision.
  5. Verint Monet electronically submits an invoice for the license overage to Finance to address.
  6. If the customer wants to keep those licenses, the CRM works with the customer to sign a Sales Order. Finance will work with Verint Monet to sign their paperwork for those additional licenses. If we do not sign paperwork with Verint Monet, then we will continue to receive monthly overage invoices to pay.