OpenText Wins Back-To-Back Customer Contact Week Awards
OpenText Qfiniti Named Workforce Optimization Provider for Second Consecutive Year
Waterloo, ON –
OpenText™ (NASDAQ: OTEX, TSX: OTEX), a global leader in Enterprise Information Management (EIM), today announced that it has been named “Workforce Optimization Provider of the Year” for OpenText Qfiniti at the CCW Excellence Awards. The awards are dedicated to recognizing world-class thinking, creativity and execution across the full spectrum of contact center functions.
OpenText Qfiniti captures experiences to drive engagement for the contact center. The Qfiniti platform offers a unified, centrally managed platform for cross-channel interaction analysis, with real-time agent support and contact center performance management capabilities. Qfiniti was recognized by the judges for innovations in analytics-driven quality monitoring, advancements in Artificial Intelligence (AI) using OpenText Magellan, and employee engagement through an intuitive workforce management mobile app.
The Workforce Optimization Provider of the Year award honors solutions that continuously link employee expectations to customer value, and balance agent engagement with increased satisfaction and improved customer experience. The winner of the award is evaluated based on its ability to:
- Solve a unique challenge in workforce optimization
- Deliver agent engagement, increased satisfaction and improved CX
- Evolve with a changing and transient workforce
- Differentiate through exceptional customer ROI
“We’ve received an overwhelming number of applications this year, and I’m pleased to share that the CCW Excellence Awards is truly becoming the industry’s most acclaimed awards ceremony. It’s an exciting time to be celebrating individuals and organizations driving change in the customer contact industry. Congratulations to the winners and all finalists!” said Mario Matulich, Executive Director, Customer Management Practice (CMP).
OpenText, The Information Company™, enables organizations to gain insight through market leading information management solutions, on premises or in the cloud. For more information about OpenText (NASDAQ: OTEX, TSX: OTEX) visit opentext.com.
About CCW Started in 1999 as Call Center Week, CCW is the world’s largest customer contact event series. With the balance of conference and expo, CCW is the place where customer care, CX, and contact center leaders come together. In 2018 we’re introducing our new look as Customer Contact Week. CCW is brought to you by the Customer Management Practice – the Analyst, Advisor, and Industry Network for all things Customer Management. For more information about CCW please visit www.customercontactweek.com.
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