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Verint Unveils High-Efficiency Performance Management Solution
[July 18, 2013]

Verint Unveils High-Efficiency Performance Management Solution

TMCnet Contributor
 
Verint (News - Alert) Systems recently enhanced its suite of Business Impact Solutions with the launch of High-Efficiency Performance Management. Verint's portfolio of Business Impact Solutions comprises of solutions for Regulatory Compliance, Call Avoidance, Cost-to-Serve, Service Recovery and Personalized Guidance.
 
Performance in a particular department can have cascading effects into other departments. The hard work of an enterprise can be affected if the actions are not dealt with in a comprehensive manner, resulting in decreased profits. Enterprises can ensure effectiveness and augmented performance throughout the contact center, back-office and retail branch facilities by using Verint's High-Efficiency Performance Management.

 
The latest offering delivers varied functionalities like scorecards, training, along with components of desktop and process analytics and workforce administration. Enterprises are offered the software and services required for forging a powerful connection between performance and profits.
 
In a statement, Donna Fluss, principal, DMG Consulting LLC, said, "Enterprises' increased willingness to spend on contact center technology has been met with a wider array of contact center performance management offerings, and improved solutions or delivery platforms. Investments are focused on making contact center performance management solutions more actionable, to facilitate their use in consolidating findings from other workforce optimization modules, and to identify the right actions to effect positive change in agents, contact centers and other operating groups."
 
Verint's unified technology has been leveraged by the High-Efficiency Performance Management solution in order to deal with performance and effectiveness problems across customer facing departments in an organization. Data across numerous systems can be collected and aggregated by the solution. The solution delivers a solitary, standardized framework for proficiently monitoring, administering and enhancing performance at individual, team and organizational levels.
 
Nancy Treaster, senior vice president and general manager, strategic operations, Verint Enterprise Intelligence Solutions, said, "With the addition of High-Efficiency Performance Management and accompanying value-add consulting services to our portfolio of Business Impact Solutions, customers can bridge the gap between technology and performance. The solution helps global organizations challenge the status quo by arming managers and frontline staff with the right means to take timely, performance-improving corrective action. This is in addition to instituting a best practices culture for performance management across the enterprise."



Edited by Rachel Ramsey

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