• February 27, 2007
  • By Coreen Bailor, (former) Associate Editor, CRM Magazine

Verint Refreshes Its PM Piece

Verint Systems has made generally available the latest version of its performance management solution, merging its inherent front-office speech analytics capabilities with the back-office performance analytics functionality it picked up from its 2005 acquisition of performance management player Opus Group. A Web-enabled release, Verint Performance Management Version 10 features Web-based dashboards, real-time alerts, and real-time performance reporting coupled with various consulting services programs. At its core, the solution is intended to help organizations identify the most pertinent performance indicators and trends from data captured in the contact center and back office, essentially enabling companies to make more informed decisions tied to boosting operational performance. Integrating speech analytics is a logical step, one that strengthens the solution's appeal, according to Ri Pierce-Grove, a technology analyst at Datamonitor. "Verint is responding to the overall industry drive to consolidate information from multiple touch points." Lisa Lane, Verint's vice president of performance management, categorizes Verint Performance Management Version 10 as a results-driven, not metrics-driven, launch. "There's still a massive performance improvement opportunity out there for contact centers as well as back office areas," she says. "Our view is really in contrast to metrics-driven performance management that provides organizations with a lot of information in dashboards. Companies don't really know what to do with all that information and are oftentimes overloaded. A results-driven performance solution is really about a couple of things, and one is that it brings together high-powered, smarter analytics with expert services." Verint is offering several consulting services, such as the Business Results Consulting Services Program, which features a 2:1 ROI guarantee, benchmarking, metric validation, data integration, software implementation, training and change management, and alignment of focused metrics and processes, according to the company. Another services package, the Customer Interaction Consulting Services Program, includes call collection and processing analysis, insight and moment of truth analysis, solution design, and ROI analysis. The announcement comes about two weeks after Verint unveiled its plans to acquire competitor Witness Systems. "By releasing a new solution so soon after the Witness acquisition, Verint assuages fears that the challenges of integration will absorb their resources at the expense of innovation and customer support," Pierce-Grove says. "It should reassure their customers." Related articles: CCPM Market Is Poised For Progress
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