Verint Performance Management
About Verint Performance Management
Verint Performance Management stands out as a robust, enterprise-grade solution designed to eliminate data silos across modern contact centers and back-office operations.
Verint Performance Management stands out as a robust, enterprise-grade solution designed to eliminate data silos across modern contact centers and back-office operations. By consolidating metrics from workforce management, quality monitoring, CRM, and telephony systems into unified role-based scorecards, it gives agents and managers immediate, actionable clarity on daily performance. Its strongest differentiator is its automated, closed-loop coaching workflow, which automatically detects performance dips and delivers target training directly to an agent's workspace. While its licensing costs and setup requirements make it less suitable for smaller operations, it remains an industry-standard platform for organizations aiming to boost agent engagement, streamline supervisor workflows, and elevate overall customer experience at scale.
Pros & Cons
- Clear, role-appropriate scorecards give agents daily visibility into their own performance without waiting for formal reviews.
- Built to handle thousands of concurrent agents across global multi-site operations.
- Automatically assigns micro-eLearning content as soon as an agent's performance drops below set thresholds
- Unifies quality, scheduling, and operational metrics into a single source of truth.
- Requires robust initial setup of upstream data sources (CRM, telephony, WFM) to deliver accurate KPI scoring.
- Cost and deployment overhead make it primarily tailored for mid-market to large enterprise operations.
- Initial data mapping, KPI setup, and system configuration require significant time and professional services.
Features
Key features
Captures application usage, idle time, and process workflows to evaluate productivity across contact center and back-office environments.
Automatically assigns micro-learning modules based on agent scorecard performance thresholds and tracks completion history.
Consolidates data seamlessly across Workforce Management (WFM), Quality Management (QM), Customer Relationship Management (CRM), and Telephony/ACD systems.
Identifies skill gaps and performance drops automatically, triggering and scheduling contextual coaching sessions or lessons directly to the agent's desktop.
Displays personalized Key Performance Indicators (KPIs) tailored for contact center agents, team leaders, supervisors, and executive leadership.
Additional features
Restricts data visibility, evaluations, and admin settings based on user permissions.
Encourages agent self-correction by showing daily progress against peer benchmarks and individual targets.
Generates historical performance reports across teams, departments, and multi-site locations over time.
Enables managers to click through aggregate KPI scores directly down to specific call recordings, screen captures, or interaction transcripts.
Provides team leads with immediate visibility into live agent performance, schedule adherence, and active call metrics.
Allows administrators to configure custom formulas, target metrics, and threshold benchmarks aligned with organizational objectives.
Pricing
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About Verint Performance Management
Verint Performance Management stands out as a robust, enterprise-grade solution designed to eliminate data silos across modern contact centers and back-office operations.
Verint Performance Management Details
Verint Performance Management's In-App Market Place
Does Verint Performance Management have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
0
Mini Apps
Pricing Options
Accepted Payment Currencies
Usd ($), Eur (€), Gbp (£), Aud ($), Cad ($), Jpy (¥), Chf (SFr), Cny (¥), Rub (₽), Try (₺), Inr (₹), Sgd ($), Hkd ($)
Pros & Cons
- Clear, role-appropriate scorecards give agents daily visibility into their own performance without waiting for formal reviews.
- Built to handle thousands of concurrent agents across global multi-site operations.
- Automatically assigns micro-eLearning content as soon as an agent's performance drops below set thresholds
- Unifies quality, scheduling, and operational metrics into a single source of truth.
- Requires robust initial setup of upstream data sources (CRM, telephony, WFM) to deliver accurate KPI scoring.
- Cost and deployment overhead make it primarily tailored for mid-market to large enterprise operations.
- Initial data mapping, KPI setup, and system configuration require significant time and professional services.
Verint Performance Management's Support Options
Contact
1 (800) 483-7468Verint Performance Management's Alternatives
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