Contact Center Workforce Optimization (WFO)
Transform contact center and back office performance with intelligent workforce optimization
“We wanted to have a consistent experience at every touch point, and that’s where Qfiniti has been able to help us with that focus.”
Ricardo Weld, Director, Performance Support Service, HSN
Learn More About How OpenText Can Help You
- Resource Center
It is no secret that providing a superior customer experience delivers competitive advantage in today’s crowded marketplaces. To keep customer satisfaction high, you must be able to measure and understand customer interactions taking place in your enterprise contact centers and back offices so that you can be sure you are meeting customer needs and identifying opportunities for agent workforce improvement. The OpenText™ workforce optimization solution offers a unified, centrally managed platform for cross-channel interaction analysis, with real-time agent support and contact center performance management capabilities.
Create a next generation contact center with the OpenText™ Qfiniti fully integrated WFO products:
- Qfiniti Observe supports fulltime interaction recording for quality and compliance
- Qfiniti ICE enables intelligent masking and muting with metadata attach
- Qfiniti Workforce simplifies agent scheduling and forecasting
- Qfiniti Optimize provides robust desktop analytics and real-time agent guidance
- Qfiniti Advise streamlines agent evaluation and performance analysis
- Qfiniti AutoScore automates customer interaction scoring and analysis
- Qfiniti Survey delivers customer satisfaction surveys that are integrated contextually with the customer interaction and the agent scorecard
- Qfiniti Expert simplifies the assignment of contextual coaching and online training
The next generation contact center must also extract the value of all the rich, recorded data, whether voice or text, that is generated from customer interactions. OpenText™ Explore delivers unprecedented customer insight to the enterprise with advanced speech, Voice of Customer (VoC) and cross-channel analytics. Built with a powerful combination of mathematical techniques, statistical analysis, and pattern-matching technology, Explore extracts meaning from every customer interaction — including unstructured formats like voice recordings, emails, chats, texts, and social networks — allowing strategic decision making based on a deep understanding of customers, competitors, and markets.
Deployed as an integrated solution, Qfiniti and Explore scale to meet the big data needs of today’s contact centers and extend the value of rich customer interaction insights across the enterprise.
Contact Center Workforce Optimization Products
Enterprise contact centers around the globe rely on OpenText™ Qfiniti for fulltime call recording, robust workforce optimization (WFO) and advanced cross-channel analytics. The fully integrated Qfiniti products optimize performance management, liability recording and archiving, workforce management, desktop analytics, and Voice of Customer (VoC) insight.
- Scalable to power the world’s largest contact centers
- Proven, measurable ROI
- Lower total cost of ownership
OpenText™ Explore delivers fulltime speech, Voice of Customer (VoC) and cross-channel analytics to your enterprise, consolidating all customer behavior—whether direct or indirect, structured or unstructured—to identify patterns and emerging trends. Explore enables strategic decision making across the enterprise.
- Customer feedback analysis
- Social media analytics
- Mainstream news insights
Achieve breakthrough workforce optimization with OpenText™ Qfiniti Managed Services. The entire OpenText Qfiniti solution and OpenText Explore advanced analytics are available to be deployed inside your network or managed remotely by a team of OpenText operations experts.
- Cloud flexibility without the risk
- Resource and price elasticity
- Breakthrough "pay-as-needed" solutions
Workforce Optimization Resources
SOLUTION AND PRODUCT OVERVIEWS
LEARN HOW YOU CAN DRIVE CONTACT CENTER AWARENESS IN YOUR ORGANIZATION
Analysts and practitioners from DMG Consulting, Ovum, Aflac, Asurion and OpenText share their expertise in short video commentaries.
OPENTEXT™ QFINITI IS YOUR SOLUTION FOR A FULLY INTEGRATED WFO SUITE
The Forrester Wave™: Workforce Optimization Suites, Q3 2016 report names OpenText a Strong Performer.
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