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June 15, 2011

Verint Helps Improve Performance Management and Coaching

By Susan J. Campbell, TMCnet Contributing Editor

The performance of the business relies heavily on the performance management and coaching techniques of agents who are in charge of providing a satisfying customer experience. One company making waves in the customer experience management and workforce optimization space is Verint (News - Alert). The company recently had two significant product launch announcements: the 5th Generation WFO suite and the new “Voice of the Customer” analytics platform. 

According to this UC Strategies piece, these new solutions will make a huge impact on the way enterprises are gathering and making use of information to enhance business operations and the customer experience. Verint has been offering solutions to enhance performance management and coaching for years, however the company’s latest release helps to significantly enhance the customer experience management capabilities for the organization. 

The performance management and coaching capabilities that stand out for this product line include enhanced navigation and ease-of-use through a cascading solution and a centralized view across all applications; reduced total cost of ownership (TCO) through a single server for all WFO applications; easier installation and implementation; deeper enterprise WFM functionality; recorder and application convergence and improved user management. 

The fact that Verint can offer performance management and coaching on a single server extends capabilities for contact centers by up to 250 agent seats. Implementations to meet the needs of the call center include quality monitoring, call recording, workforce management, speech analytics, performance management scorecards and eLearning

The performance and coaching suite from Verint also enhances functionality across the entire workforce optimization platform. And, as coaching has become a part of the company’s quality management application, all customers active on maintenance with the quality management module receive the coaching capabilities for no additional cost.

The Voice of the Customer (VoC) platform focuses on the analytics and holistic capability to bring various communication channels together. An integral part of Verint’s 5th-generation Impact 360 Workforce Optimization suite, the VoC considers all communication channels between the company and the customer, focusing specifically on the quality of those interactions. 

Performance management and coaching techniques have to focus on the complete customer experience, regardless of the channel used to communicate and interact. Verint is offering powerful solutions to enable organizations to focus specifically on the voice of the customer and the total customer experience, but this requires specific action steps taken by individual agents to meet the growing demand. The right tools in place can make the process easier and more successful.

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Jamie Epstein

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