Verint Systems a provider of analytic software-based solutions for security and business intelligence, announced the release of Verint Performance Management, a system that combines speech analytics with performance analytics to enhance performance across contact centers, back office and enterprise departments.
"Today's leading organizations recognize that service is not delivered solely through the contact center, but through every enterprise department that interacts directly or indirectly with customers. So, enterprises need a comprehensive view of performance indicators and customer intelligence to understand where to best focus their service improvement efforts," said
Dan Bodner, President and CEO of Verint Systems. "To meet this growing need, Verint has taken a new approach to enterprise performance -- combining our award-winning speech analytics technology with result-driven performance management to deliver measurable improvements for customer-focused operations."
Verint Performance Management is designed to enable organizations to identify the most important performance indicators buried in large volumes
of contact center and back office data, thereby transforming performance management from a metrics-driven to results-driven initiative. Featuring intuitive Web-based dashboards, real-time alerts and robust performance
reporting, Verint Performance Management aims to deliver powerful performance intelligence that enables executives to make smarter decisions on the most effective ways to enhance operational performance.
The system also positions the voice of the customer as a key source of performance intelligence. Verint Performance Management analyzes customer interactions captured in the contact center and back office for insight about ongoing customer issues, process breakdowns and service challenges.
Using patented-pending speech analytics, the application mines critical customer interactions to detect the root causes of performance trends— from average handle time and first call resolution to customer defections and sales conversion rates.
Verint Performance Management also includes a variety of consulting services programs designed to apply this performance and customer intelligence to optimize business processes, enhance performance training and improve customer loyalty and retention.