OpenText Contact Center Analytics
Unlock customer insights with speech and multichannel analytics
Overview
OpenText™ Contact Center Analytics 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.
How OpenText Contact Center Analytics can benefit business
-
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.
Why OpenText Contact Center Analytics?
-
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.
Key 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 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.
Accelerate the value of OpenText Contact Center Analytics
Deployment
OpenText offers deployment choice and flexibility for OpenText Contact Center Analytics.
- Accelerate cloud strategies with OpenText cloud expertsOpenText Private Cloud (Single Tenant) on OpenText Cloud, AWS, GCP, or Azure
- Extend your teamOff Cloud, on-premises software, managed by your organization or OpenText
Professional Services
OpenText Professional Services combines end-to-end solution implementation with comprehensive technology services to help improve systems.
- Get a trusted partner to guide your information management pathYour journey to success
- Propel your business into the future with modern solutionsNextGen Services
- Accelerate your information management journeyConsulting Services
- Unlock the full potential of your information management solutionCustomer Success Services
Partners
OpenText helps customers find the right solution, the right support, and the right outcome.
- Search OpenText's Partner directoryFind a Partner
- Industry-leading organizations that enhance OpenText products and solutionsStrategic Partners
- Explore OpenText's Partner solutions catalogApplication Marketplace
Training
OpenText Learning Services offers comprehensive enablement and learning programs to accelerate knowledge and skills.
- OpenText Contact Center Analytics trainingOpenText Contact Center Analytics
- Meet the demands of all types of users for effective adoptionLearning Services
- Unlimited access to training with personalized tiers to fit your needsLearning Subscriptions
Communities
Explore our OpenText communities. Connect with individuals and companies to get insight and support. Get involved in the discussion.
- Explore ideas, join discussions, and networkOpenText’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
HSN increases customer care center efficiency
Learn more
