Verint CX Automation Performance Management cloud
July 03, 2025

Verint CX Automation Performance Management cloud

Hope Gay | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint CX Automation

We use the Cloud based Performance Management within Verint CX Automation for our quality and training teams to automate processes that will eliminate the need for WFM teams to schedule coaching items. We have outlined our own topic selections for quality, training and supervisors to use. This has been very valuable in tracking coaching trends for an individuals, communicating with leaders on progress and concerns of new hires and we are starting to explore elearn paths for kpi results set within Verint CX Automation that are trending for areas of opportunity for a given associate. The freedom to have quality and training managing this through an automated process is giving our senior associates development opportunities and our new hires and CSRs struggling easier ways to turn poor results around. With the onboarding coaching practices we have created for new hires, we have seen an 11% drop in turn over of new hires because of more frequent touchpoints within their first 90 days of onboarding in 2024.

Pros

  • Performance Management puts your quality and training teams in control of addressing areas of concern quickly
  • Performance Management allows supervisors to easily monitor the progress of an associate working with an onboarding coach by reviewing the feedback from the coach and associate on each session scheduled.
  • Performance Management coaching logs give supervisors a strong paper trail to support HR conversations if needed.

Cons

  • Would love to have more training videos that are easier to link to through help verses having to search for the need within Verint Connect.
  • Would like to be able to provide more limited access to have more coaches and restrict access to other parts of the system.
  • Quality and training program depth continues to grow and empower agents to support development in their career progression.
Enjoying seeing how Verint CX Automation can allow us to develop our senior staff through the coaching/mentor program as well as see the good results and response from new hires and CSRs with areas of opportunity in performance grow.

Do you think Verint CX Automation delivers good value for the price?

Yes

Are you happy with Verint CX Automation's feature set?

Yes

Did Verint CX Automation live up to sales and marketing promises?

Yes

Did implementation of Verint CX Automation go as expected?

Yes

Would you buy Verint CX Automation again?

Yes

Anyone managing people can find a use case within Verint CX Automation's performance management platform. There are so many things you can do with coaching sessions, KPIs and other features that will allow a good performance results tracking for any group of associates regardless of industry.

Verint CX Automation Feature Ratings

9.0
Agent dashboard
9
Validate callers
9
Predictive dialing
Not Rated
Multichannel integration
9
CRM software integration
Not Rated
9.0
Inbound call routing
9
Omnichannel inbound routing
Not Rated
Recording
9
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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