OpenText™ Qfiniti is a unified, centrally managed suite of workforce optimization solutions for multi-channel interaction analysis. Deployed on-premises or in the cloud, Qfiniti integrates with leading call center management systems to automatically deliver accessible and actionable customer intelligence that helps organizations better understand customer interactions and deliver outstanding service.
Call center solution seamlessly connects with other OpenText solutions to generate comprehensive insight into customer experiences.
Reduce storage and maintenance costs while enhancing the flexibility and scalability required to meet the future needs of any contact center service.
Leverage as-needed applications, such as call acquisition, recording and screen capture, in a unified user interface.
Offers a flexible “what if” analysis toolkit for staff planning that accurately models a wide variety of industries and customer behaviors.
Discover the advantages of using QfinitiRead the eBook
Automate PCI and HIPAA compliance using intelligent masking and muting with metadata attached.
Streamline staffing, scheduling and training in one call center workforce management software solution for happier, more engaged employees.
Improve average handle time control and costs with real-time agent guidance and desktop automation.
Define and calibrate the interaction behaviors most relevant to their business context with flexible scoring models.
Generate actionable insights into customer behavior with advanced speech, call center Voice-of-Customer and multichannel analytics.
Automate scoring and reporting to maintain consistent quality standards and fast, effective coaching.
Offers full call-recording and screen-capture capabilities for compliance and quality assurance.
Performance assessment capabilities help identify coaching opportunities. Users can create and modify online evaluations with easy-to-use scoring and navigation features.
Offers live transcriptions, tracks agent and caller sentiment, provides agent assist and generates call summaries in real-time.
Measures and catalogues agent desktop workflow activity and usage patterns, allowing supervisors to assess and guide agent productivity.
Uses unique agent rankings, skills, seniority and availability to support scheduling, while allowing management to forecast staffing requirements and accurately schedule single and multi-skilled agents.
Automatically delivers targeted, self-directed eLearning to any number of participants and locations.
OpenText offers deployment choice and flexibility for Qfiniti.
OpenText Consulting Services combines end-to-end solution implementation with comprehensive technology services to help improve systems.
OpenText helps customers find the right solution, the right support and the right outcome.
OpenText Learning Services offers comprehensive enablement and learning programs to accelerate knowledge and skills.
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See how customers are succeeding with QfinitiSee more success stories
OpenText Qfiniti and OpenText Explore help leading multi-channel retailer deliver a better customer experienceLearn more
Customer experience specialists apply OpenText Qfiniti to improve quality monitoring and meet stringent compliance quotasLearn more
OpenText Qfiniti and OpenText Explore enable data analysis that delivers business value at big data scaleLearn more
Contact Center as a Service (CCaaS) and Speech Analytics create a best-in-class offeringRead the blog