Kova is proud to announce that our partner Verint Systems tops the Ventana Research 2012 Value Index for Agent Performance Management (VIAPM) tools. Verint delivered the highest value on an overall weighted-evaluation measure, coming in ahead of other industry heavyweights like NICE Systems, VPI, Envision, CallCopy, OnviSource, KnoahSoft, Genesys, inContact, Aspect, and LiveOps.
Ventana’s Value Index is an analytic representation of how well vendors’ products meet buyers’ requirements for software tools that enable and support Agent Performance Management.
The VIAPM evaluated the tools in seven key categories:
Product-related:
Customer assurance
Using the VIAPM evaluation framework, they examined the operational and performance activities and processes in organizations. The research is impartial and authoritative: It is geared toward any organization looking to assess, validate, and/or improve its APM investments and technology. The firm recommends the Value Index be used to support a comprehensive evaluation process.
“Ventana Research sees Agent Performance Management as a step beyond workforce optimization to include capabilities covering all aspects of managing employees handing customer interactions,” said Richard Snow, Vice-President and Research Director. “Organizations therefore need to be clear on their specific requirements and assess which vendors meet them. The APM Value Index is therefore an essential tool to help them carry out this task.”
According to a Ventana Research press release, the VIAPM examines the maturity of software vendors and their products, providing a baseline of knowledge organizations may use when aligning business and IT to manage and improve agent performance.
This comes as great news because investments in APM greatly improve an organization’s performance as a whole. And we know that Ventana’s methodology evaluates aspects of product functionality and suitability-to-task in great detail. It also looks at the effectiveness of vendor support for the buying process and customer assurance, translating to success on all fronts for our powerful workforce optimization solutions.
The benefits of Ventana’s research for your enterprise is that it reflects the value offered by a vendor and its products through a clear thermometer graphic using a precise index maturity percentage. Technology vendors earning the highest “Hot” and “Warm” Vendor classifications are those that Ventana Research certifies as the best in delivering buyer value based on a thorough evaluation and audit.
We’re proud to report that Verint topped the list as hottest!
This new research-based undertaking is fully independent. It is neither sponsored nor influenced by technology vendors and is conducted solely in pursuit of Ventana Research’s mission to provide value to business and IT through benchmark assessments, workshops, and advisory services. Ventana Research’s goal is to guide organizations to optimal efficiency in their use of technology investments for business and IT.
For more information on how KOVA can help your organization deploy an industry-leading APM solution, contact our team of experts for a complete needs assessment.
