Call center software & workforce optimization solution
OpenText Qfiniti
Transform call center and back office performance and engage employees
OpenText Qfiniti overview
OpenText™ Qfiniti is a unified, centrally managed suite of call center software and workforce optimization solutions for multichannel interaction analysis, with real-time agent support and call center performance management capabilities. By automatically delivering relevant, accessible and actionable customer intelligence, organizations better understand customer interactions and can deliver outstanding service across the globe.
In addition to integrations with most call center telephony systems, Qfiniti is also fully integrated with Amazon Connect, the self-service, cloud-based call center based in Amazon Web Services. OpenText™ Qfiniti for Amazon Connect is scalable to support thousands of call center agents for call recording playback of Amazon Connect interactions, easy-to-build quality monitoring forms, desktop screen capture, user configurable muting and masking of voice and screen activity for PCI compliance and desktop analytics.
What is workforce optimization?
Workforce optimization software drives employee engagement by capturing interactions, managing schedules and forecasts, providing tools for coaching and quality monitoring, automating agent tasks with guidance and uncovering rich data from customer interactions across multiple channels, in order to understand behaviors and provide exceptional customer service.
Call center software products
Customer success stories
OpenText Qfiniti has directly contributed to a measurable 10 percent increase in quality year-on-year.
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.
It’s great to have a partner who’s right there to help us innovate. And help us not worry about the technology, but how do we put the customer in the middle and really build the experience for them going forward
Call center software benefits
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Integrated, modular product suite
Call and screen recording, agent evaluation, real-time assistance, automated scoring, survey and training products share a unified user interface and integrated analytics to help businesses deliver true quality performance.
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Maximize workforce and customer engagement
Streamlined staffing, scheduling and training lead to happier, more engaged employees, helping increase retention. Advanced speech, voice of customer and multichannel analytics provide actionable insights into customer behavior.
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Manage regulatory demands
Intelligent masking and muting with metadata attached automates the administration of PCI and HIPAA compliance.
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Drive continuous process optimization
Real-time agent guidance and desktop automation deliver average handle time control and cost savings, while reducing customer effort.
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Measure agent and customer behaviors
Flexible scoring models can help organizations define and calibrate the interaction behaviors most relevant to their business context.
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Optimize performance management
Automated scoring and reporting help organizations maintain consistent quality measurement and fast, effective coaching.
Free call center software demo
Resources
Blogs
- AI helps you hear your customers’ voice
- Release 16 EP5 gives Magellan more text mining power and better user experience
- Employee engagement and the quality management renaissance