Experience Data and Insights

OpenText Qfiniti

Transform contact center back-offices and agent performance

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Overview

See how OpenText Qfiniti leverages customer insights to drive engagement

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.

Why choose OpenText Qfiniti?

  • Integrated with the OpenText Experience Platform

    Call center solution seamlessly connects with other OpenText solutions to generate comprehensive insight into customer experiences.

  • Lower cost of ownership

    Reduce storage and maintenance costs while enhancing the flexibility and scalability required to meet the future needs of any contact center service.

  • Modular solution set

    Leverage as-needed applications, such as call acquisition, recording and screen capture, in a unified user interface.

  • Forecasting and scheduling

    Offers a flexible “what if” analysis toolkit for staff planning that accurately models a wide variety of industries and customer behaviors.

How Qfiniti can benefit business

Discover the advantages of using Qfiniti

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  • Manage regulatory demands

    Automate PCI and HIPAA compliance using intelligent masking and muting with metadata attached.

  • Maximize workforce engagement

    Streamline staffing, scheduling and training in one call center workforce management software solution for happier, more engaged employees.

  • Drive continuous process optimization

    Improve average handle time control and costs with real-time agent guidance and desktop automation.

  • Measure agent and customer behaviors

    Define and calibrate the interaction behaviors most relevant to their business context with flexible scoring models.

  • Adapt with customer insights

    Generate actionable insights into customer behavior with advanced speech, call center Voice-of-Customer and multichannel analytics.

  • Optimize performance management

    Automate scoring and reporting to maintain consistent quality standards and fast, effective coaching.

Features

  • Call and screen recording

    Offers full call-recording and screen-capture capabilities for compliance and quality assurance.

  • Quality, performance and evaluation tools

    Performance assessment capabilities help identify coaching opportunities. Users can create and modify online evaluations with easy-to-use scoring and navigation features.

  • Real-time speech analytics

    Offers live transcriptions, tracks agent and caller sentiment, provides agent assist and generates call summaries in real-time.

  • Desktop analytics and agent guidance

    Measures and catalogues agent desktop workflow activity and usage patterns, allowing supervisors to assess and guide agent productivity.

  • Workforce management and scheduling

    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.

  • Online coaching and training

    Automatically delivers targeted, self-directed eLearning to any number of participants and locations.

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Take advantage of OpenText and partner services

Deployment

OpenText offers deployment choice and flexibility for Qfiniti.

Professional Services

OpenText Consulting Services combines end-to-end solution implementation with comprehensive technology services to help improve systems.

Partners

OpenText helps customers find the right solution, the right support and the right outcome.

Training

OpenText Learning Services offers comprehensive enablement and learning programs to accelerate knowledge and skills.

Communities

Explore our OpenText communities. Connect with individuals and companies to get insight and support. Get involved in the discussion.

Leaders trust OpenText

See how customers are succeeding with Qfiniti

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OpenText Qfiniti and OpenText Explore help leading multi-channel retailer deliver a better customer experience

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Customer experience specialists apply OpenText Qfiniti to improve quality monitoring and meet stringent compliance quotas

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OpenText Qfiniti and OpenText Explore enable data analysis that delivers business value at big data scale

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Qfiniti resources

Contact Center as a Service (CCaaS) and Speech Analytics create a best-in-class offering

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Supercharge contact center performance with real-time speech analytics

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Empower contact center supervisors with voice technology

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What if today’s contact center technology existed a quarter of a century ago?

Read the blog