Ensure PCI compliance by preventing customers' sensitive data from being captured.
Read the blogContact Center Analytics
OpenText Contact Center Analytics
Convert every interaction into valuable insights
Uplift customer experience with voice-of-the-customer analytics
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?
OpenText™ Contact Center Analytics turns conversations into insights with AI-powered analysis across voice, chat, email, and more. Understand trends, uncover issues, and improve experiences with multilingual support, cross-channel visibility, and built-in quality tools—all in one platform.
Why OpenText Contact Center Analytics?
Analyze every conversation to improve service quality and business outcomes with an industry-leading solution built for enterprise needs.
- 40
years contact center industry experience
Rely on decades of OpenText innovation including numerous patents in call center, call recording, and performance management technology. - 75,000
agents on a single platform
Support even the largest contact center needs with a scalable solution designed for the enterprise. - 360°
view of the customer journey
Combine data from calls, chat, email, surveys, and social media to create a unified customer view.
We thought it would take 90 days to launch a speech analytics engine. With OpenText, we did it in the kickoff meeting.
Read the customer story
Use cases
Discover how voice-of-the-customer analytics helps teams improve service, quality, and loyalty.
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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.
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Use AI-powered call center analytics to automatically score agent and customer behaviors and align them with coaching and operational improvements.
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Use generative AI in contact centers to enhance customer interactions and boost agent productivity.
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Leverage integrated analytics solutions that can accommodate the needs of large contact centers, from PCI compliance and call recording to quality and performance management.
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Integrate your contact center into your digital experience to optimize customer experience, ease effort, and increase loyalty.
Key features
Analyze, visualize, and act on customer interactions with one platform.
Speech analytics
Transforms voice calls into insights by analyzing sentiment, emotion, and emerging themes using AI-powered voice-of-the-customer analytics.
Text and social analytics
Uncovers trends in chat, CRM notes, and social content by processing multichannel data with automatic classification and tagging.
Interaction behavioural-scoring
Measure 100% of customer interactions to track agent performance and customer behaviours.
Dashboards and trend detection
Visualizes interaction trends, sentiment shifts, and anomalies through intuitive dashboards and clustering tools.
Multichannel interaction intelligence
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.
Generative AI
Creates conversation summaries for log notes and agent interactions. Generative AI can also assist in training and conduct quality assurance.
Accelerate the value of OpenText Contact Center Analytics
Deployment
OpenText offers flexible deployment options for OpenText Contact Center Analytics.
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Your cloud, your control
OpenText Private Cloud
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Free up resources, optimize performance and rapidly address issues
OpenText Off Cloud Managed Services
Professional Services
OpenText Professional Services combines end-to-end solution implementation with comprehensive technology services to help improve systems.
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Get a trusted partner to guide your information management path
Your journey to success
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Accelerate your information management journey
Consulting Services
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Propel your business into the future with modern solutions
NextGen Services
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Unlock the full potential of your information management solution
Customer Success Services
Partners
OpenText helps customers find the right solution, the right support, and the right outcome.
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Search OpenText's Partner directory
Find a Partner
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Explore OpenText's Partner solutions catalog
Application Marketplace
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Industry-leading organizations that enhance OpenText products and solutions
Strategic Partners
Training
OpenText Learning Services offers comprehensive enablement and learning programs to accelerate knowledge and skills.
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Training for users, business analysts, and administrators at every level
OpenText Contact Center Analytics learning paths
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Unlimited access to training with personalized tiers to fit your needs
Learning Subscriptions
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Meet the demands of all types of users for effective adoption
Learning Services
Communities
Explore our OpenText communities. Connect with individuals and companies to get insight and support. Get involved in the discussion.
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Explore ideas, join discussions, and network
OpenText’s forums
Premium Support
Optimize the value of your OpenText solution with dedicated experts who provide mission-critical support for your complex IT environment.
OpenText Contact Center Analytics resources
OpenText Contact Center Analytics
Read the solution overview20 speech analytics use cases to help you succeed
Read the white paper3 ways to up-level CX with agent experience management
View the infographicOpenText Contact Center Analytics
Read the solution overview20 speech analytics use cases to help you succeed
Read the white paper3 ways to up-level CX with agent experience management
View the infographic
Use customer insights and sentiment analysis to boost engagement
Watch the video
Create efficiencies with easy-to-use contact center analytics
Watch the video-
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.
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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.
July 26, 2024
Is your Contact Center as a Service (CCaaS) PC-DSS compliant?
Understanding the PCI data security standard is crucial for anyone managing a CCaaS ecosystem.
Read the blog
July 8, 2024
10 ways AXM and AI raise the bar for customer service and success
Learn more about the transformative impact of GenAI on customer service and customer success.
Read the blog
Take the next step
See how contact center analytics can help improve agent and customer experience.
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