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.
Leverage an industry leading speech engine with support for more than 40 languages and dialects to listen to the worldwide customer voice.
Integrate AI-driven analytics with leading Contact Center as a Service (CCaaS) providers to analyze recorded customer voice experiences and drive engagement.
Receive high-quality caller transcriptions to run scalable speech analytics for insights that help drive operational improvements.
A complete toolset of cost-effective VOC tools, including AI-powered Quality Assurance analytics.
Discover the advantages of using Explore.Read the blog
Uncover opportunities, streamline processes and alleviate bottlenecks with Voice of the Customer analysis of interactions across touchpoints.
Understand and respond to individual customer experiences based on multi-channel insights.
Leverage data at every level of decision-making to enhance service and fuel strategic decisions.
Identify trends and isolate errors using easy-to-understand visualizations and comprehensive dashboards.
Employ AI to automatically analyze clustered conversational data at scale for visibility into cross-channel interactions.
Discover themes across customer contact services or agent engagements and take corrective actions to better respond to customer needs.
Captures important customer feedback with interactive surveys sent directly to customers’ mobile devices.
Accounts for speech variables, such as language, dialect, accent or emotion, to form a contextual hypothesis of the content.
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.
Leverages agent and customer behavior scoring models to automatically define and calibrate every call.
Utilizes artificial intelligence from OpenText Magellan™ to summarize and classify calls, detect sentiment and identify breaking topics.
Integrates social media data to identify trends and prevailing sentiments with URL expansion/matching, format normalization, language detection and GEO-IP.
OpenText offers deployment choice and flexibility for Explore.
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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