Ensure PCI compliance by preventing customers' sensitive data from being captured.
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Enable faster app delivery, development, and automated software testing
Elevate customer communications and experiences for customer success
Empower users, service agents, and IT staff to find the answers they need
See information in new ways
AI that understands your business, your data, and your goals
Say hello to faster decisions. Your secure personal AI assistant is ready to get to work
Gain better insights with generative AI for supply chains
Power work with AI content management and an intelligent AI content assistant
Improve your security posture with AI cybersecurity and agile threat detection
Enable faster app delivery, development, and automated software testing
Elevate customer communications and experiences for customer success
Empower users, service agents, and IT staff to find the answers they need
Predict, act, and win with real-time analytics on a smarter data platform
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Modernize your information management with certified experts
Unlock the full potential of your information management solution
Turn support into your strategic advantage
Extend IT teams with certified OpenText application experts
Discover training options to help users of all skill levels effectively adopt and use OpenText products
Information is the heartbeat of every organization. We build information management software so you can build the future
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Customers engage with your organization across every channel and touchpoint. How can you identify patterns and trends, uncover useful behavioral insights, or discover the “unknown unknowns” within those interactions?
Analyze every conversation to improve service quality and business outcomes with an industry-leading solution built for enterprise needs.
We thought it would take 90 days to launch a speech analytics engine. With OpenText, we did it in the kickoff meeting.
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Capture and evaluate voice and customer behavioral interactions to detect sentiment, trends, and root causes using advanced voice-of-the-customer analytics.
Use AI-powered call center analytics to automatically score agent and customer behaviors and align them with coaching and operational improvements.
Use generative AI in contact centers to enhance customer interactions and boost agent productivity.
Ensure PCI compliance by preventing customers' sensitive data from being captured.
Read the blogLeverage integrated analytics solutions that can accommodate the needs of large contact centers, from PCI compliance and call recording to quality and performance management.
Integrate your contact center into your digital experience to optimize customer experience, ease effort, and increase loyalty.
Analyze, visualize, and act on customer interactions with one platform.
Transforms voice calls into insights by analyzing sentiment, emotion, and emerging themes using AI-powered voice-of-the-customer analytics.
Uncovers trends in chat, CRM notes, and social content by processing multichannel data with automatic classification and tagging.
Measure 100% of customer interactions to track agent performance and customer behaviours.
Visualizes interaction trends, sentiment shifts, and anomalies through intuitive dashboards and clustering tools.
Ingests and automatically organizes all customer interaction data into conceptually related themes. Uncovers the unknown unknowns with top terms and topic maps to provide interaction insights.
Creates conversation summaries for log notes and agent interactions. Generative AI can also assist in training and conduct quality assurance.
OpenText offers flexible deployment options for OpenText Contact Center Analytics.
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Contact Center as a Service (CCaaS) is a cloud-based solution used by inbound and outbound contact centers that handle customer sales calls, technical support calls, and general inquiries. OpenText Contact Center Analytics brings additional speech analytics and AI to a CCaaS solution.
Advanced analytics can help contact centers acquire, merge, manage, and analyze big data and big content. Insights are gained from unstructured speech data, while powerful natural language processing capabilities help with concept identification, categorization and sentiment analysis.
Understanding the PCI data security standard is crucial for anyone managing a CCaaS ecosystem.
Read the blogLearn more about the transformative impact of GenAI on customer service and customer success.
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