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Summary

Verint has released an update to its Verint Performance Management offering that unites its coaching, e-learning, and scorecard/dashboard modules under one application umbrella. In addition, the provider has rebuilt its user interface (UI) to make it easier to manage employees toward specific goals. It has also brought the gamification module into the suite to foster employee engagement and support goal-based management.

Verint’s performance tools meld awareness with the ability to act

This welcome update makes the scorecard the central focus of the manager’s desktop, providing insight into multiple KPIs via a new, intuitive UI. Users can drill into specific stats or objectives at the agent or group level, or focus on particular metrics that need immediate attention. The new interface combines screen widgets that can be rearranged with different types of purpose-designed views: for comparing single or multiple KPIs, for example, or measuring one employee against another.

Verint previously offered coaching and e-learning primarily as part of its quality management (QM) solution, essentially as an add-on to call recording systems. By making them part of Performance Management, Verint is providing a mechanism for today’s contact center to manage agents who do more than just talk on the phone. This move opens the door to optimizing the performance of employees who handle complex, multichannel interactions. It also extends workforce optimization to employees beyond the contact center, in areas of the business that touch customer interactions but may not always involve working directly with customers. The apps are still available in the QM suite and as stand-alone applications (that also run with other vendors’ platforms).

Today’s complicated service environment requires managers to have a much more finely tuned ability to measure employees against their own past performance, that of their colleagues, and benchmarks. But this level of insight is of little use if managers lack the tools to intervene when needed. By bundling coaching and e-learning into the performance management practice, Verint is arguing that successful managers need both situational awareness and the means to take action based on insight. In many contact centers, even the most advanced, those functions are accessed through separate, siloed applications that require the manager to switch between tools or to funnel information from one system to another. By trying to erase the seams between these applications Verint hopes to allow managers to focus on goals rather than on the technology used to achieve those goals.

Appendix

Further reading

“Verint’s acquisition of Telligent will augment its multichannel customer experience,” IT0020-000155 (September 2015)

On the Radar: Verint, IT0022-000461 (August 2015)

Author

Keith Dawson, Principal Analyst, Customer Engagement

keith.dawson@ovum.com

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