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OpenText Explore

Uncover customer insights with speech and multichannel analytics

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Overview

Discover the power of multichannel Voice of the Customer analytics tools

OpenText™ Explore is a Voice-of-the-Customer (VOC) analytics solution that allows organizations to collectively view cross-channel interactions for insights into customer behaviors, sentiments and relationships.

Why choose OpenText Explore?

  • Multi-language solution

    Leverage an industry leading speech engine with support for more than 40 languages and dialects to listen to the worldwide customer voice.

  • Extend CCaaS capabilities

    Integrate AI-driven analytics with leading Contact Center as a Service (CCaaS) providers to analyze recorded customer voice experiences and drive engagement.

  • Accurate voice transcription

    Receive high-quality caller transcriptions to run scalable speech analytics for insights that help drive operational improvements.

  • Comprehensive Quality Assurance

    A complete toolset of cost-effective VOC tools, including AI-powered Quality Assurance analytics.

How Explore can benefit business

Discover the advantages of using Explore.

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  • Listen, analyze, act

    Uncover opportunities, streamline processes and alleviate bottlenecks with Voice of the Customer analysis of interactions across touchpoints.

  • Personalize customer experiences

    Understand and respond to individual customer experiences based on multi-channel insights.

  • Action big data

    Leverage data at every level of decision-making to enhance service and fuel strategic decisions.

  • Visualize customer insights

    Identify trends and isolate errors using easy-to-understand visualizations and comprehensive dashboards.

  • Enhance the customer experience

    Employ AI to automatically analyze clustered conversational data at scale for visibility into cross-channel interactions.

  • Improve customer satisfaction

    Discover themes across customer contact services or agent engagements and take corrective actions to better respond to customer needs.

Features

  • Voice of the Customer surveys

    Captures important customer feedback with interactive surveys sent directly to customers’ mobile devices.

  • Speech analytics

    Accounts for speech variables, such as language, dialect, accent or emotion, to form a contextual hypothesis of the content.

  • Text analytics

    Provides insight into text-based communications, including open-end verbatim and CRM notes, with automatic classification and categorization of the content based on meaning, not keywords.

  • Autoscore interactions

    Leverages agent and customer behavior scoring models to automatically define and calibrate every call.

  • Artificial Intelligence

    Utilizes artificial intelligence from OpenText Magellan™ to summarize and classify calls, detect sentiment and identify breaking topics.

  • Social media analytics

    Integrates social media data to identify trends and prevailing sentiments with URL expansion/matching, format normalization, language detection and GEO-IP.

Read the position paper

Take advantage of OpenText and partner services

Deployment

OpenText offers deployment choice and flexibility for Explore.

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

Learn how customers are succeeding with Explore

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Explore resources

CCaaS and speech analytics create a best-in-class contact center offering

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What can a Voice of the Customer program do for you?

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Why should a Voice of the Customer program matter to your organization?

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Empower your contact center supervisors with voice technology

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Discover OpenText Qfiniti and Explore solutions

Read the overview

Quality performance and evaluation tools

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Real-time speech analytics for virtual supervision and next best action

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Speech and multichannel analytics

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