Cisco Verint Quality Management Plus Performance Management Subscription
This Cisco Verint Quality Management Plus Performance Management subscription provides continuous access to advanced tools for evaluating and improving contact center agent performance and service quality over its term.
- Access to Advanced Analytics: Gain insights into agent interactions to identify coaching opportunities and improve customer satisfaction.
- Continuous Feature Updates: Benefit from ongoing software enhancements and new capabilities throughout the subscription period.
- Performance Benchmarking: Establish and track key performance indicators to drive agent productivity and operational efficiency.
- Compliance and Quality Assurance: Ensure adherence to regulatory standards and internal quality benchmarks for all customer interactions.
Product Overview
Product Overview
This Cisco Verint Quality Management Plus Performance Management subscription provides a term-based license for a powerful platform designed to enhance contact center operations. It unlocks capabilities for monitoring agent performance, evaluating interaction quality, and identifying areas for coaching and improvement, ensuring consistent service delivery.
This solution is ideal for IT Managers and IT Professionals in mid-market companies seeking to optimize their customer service operations. It integrates with existing contact center infrastructure, providing actionable data to drive agent development and maintain high service standards without requiring significant upfront capital investment.
- Quality Monitoring: Evaluate agent calls, screen recordings, and other interactions against defined quality criteria.
- Performance Management: Track agent performance metrics, set goals, and provide targeted feedback for development.
- Workforce Optimization: Identify trends in agent performance and customer interactions to inform coaching and training strategies.
- Reporting and Analytics: Generate detailed reports on quality scores, agent performance, and compliance adherence.
- Subscription Licensing: Provides predictable operational expenses and continuous access to the latest software features.
This Cisco Verint subscription offers mid-market organizations a cost-effective way to elevate their customer service quality and agent performance through continuous access to essential management tools.
What This Enables
Enhance Agent Performance Monitoring
Enable teams to systematically evaluate agent interactions, identify skill gaps, and deliver targeted coaching. Streamline the process of providing constructive feedback to improve individual and team performance.
cloud-based contact center, on-premises telephony, hybrid communication systems, unified communications platforms
Improve Customer Interaction Quality
Automate the scoring of calls and screen recordings against predefined quality criteria to ensure consistent service delivery. Ensure compliance with industry regulations and internal standards through objective evaluation.
regulated industries, customer support operations, sales teams, service desks
Drive Operational Efficiency
Streamline quality assurance workflows and reduce manual effort in performance reviews. Automate data collection for performance metrics to gain actionable insights for operational improvements.
high-volume contact centers, multi-channel support environments, remote agent teams, distributed workforces
Key Features
Quality Management Scoring
Objectively evaluate agent interactions against customizable scorecards to ensure consistent service quality and identify areas for improvement.
Performance Dashboards
Provide real-time visibility into agent performance metrics, enabling managers to track progress and identify coaching opportunities.
Interaction Recording and Playback
Capture and review calls and screen activity to understand customer interactions fully and provide specific agent feedback.
Automated Workflows
Streamline the quality assurance process, reducing manual effort and increasing the efficiency of performance evaluations.
Subscription-Based Licensing
Offers predictable operational expenses and ensures continuous access to the latest software features and support throughout the term.
Industry Applications
Finance & Insurance
This sector requires stringent adherence to regulatory compliance and detailed customer interaction monitoring to ensure data privacy and service quality standards are met.
Healthcare & Life Sciences
Ensuring patient privacy (HIPAA compliance) and consistent, empathetic communication is critical, making quality management and performance feedback essential.
Retail & Hospitality
Maintaining high customer satisfaction and brand reputation relies on consistent service delivery across all customer touchpoints, requiring effective performance management.
Government & Public Sector
Public-facing agencies need to ensure accountability, efficiency, and adherence to service level agreements in their citizen interactions, supported by performance analytics.
Frequently Asked Questions
What is the term length for this Cisco Verint license?
The 'TERM' in the product name indicates this is a subscription license with a defined duration. Specific term lengths are typically 1, 3, or 5 years and are selected at the time of purchase.
What kind of performance data does this platform provide?
The platform provides data on agent interaction quality, adherence to scripts, customer satisfaction indicators, and key performance metrics like average handling time and first call resolution.
Does this license include support?
This subscription license typically includes access to software updates and vendor support for the duration of the term. Specific support levels are detailed in the purchase agreement.
Deployment & Support
Deployment Complexity
Medium — IT-assisted
Fulfillment
Digital Delivery
License keys / portal provisioning
Support Model
Zent Networks Managed
Renewal, add-license, and lifecycle management included
Subscription Terms
Cancellation
Cancel anytime — no charge on next cycle
You may cancel this subscription at any time. Cancellation takes effect at the end of the current billing period. You will not be charged for the following billing cycle. Access remains active through the end of the paid term.
Returns
Subscription licenses are non-refundable
Digital software licenses and SaaS subscriptions cannot be returned once activated or provisioned. Contact a Zent Networks account manager if you have questions before purchasing.