Contact Center Analytics

OpenText Contact Center Analytics

Convert every interaction into valuable insights

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Uplift customer experience with voice-of-the-customer analytics

Customers engage with your organization across every channel and touchpoint. How can you identify patterns and trends, uncover useful behavioral insights, or discover the “unknown unknowns” within those interactions?

OpenText™ Contact Center Analytics turns conversations into insights with AI-powered analysis across voice, chat, email, and more. Understand trends, uncover issues, and improve experiences with multilingual support, cross-channel visibility, and built-in quality tools—all in one platform.

Why OpenText Contact Center Analytics?

Analyze every conversation to improve service quality and business outcomes with an industry-leading solution built for enterprise needs.

  • 40
    years contact center industry experience
    Rely on decades of OpenText innovation including numerous patents in call center, call recording, and performance management technology.
  • 75,000
    agents on a single platform
    Support even the largest contact center needs with a scalable solution designed for the enterprise.
  • 360°
    view of the customer journey
    Combine data from calls, chat, email, surveys, and social media to create a unified customer view.

Use cases

Discover how voice-of-the-customer analytics helps teams improve service, quality, and loyalty.

  • Capture and evaluate voice and customer behavioral interactions to detect sentiment, trends, and root causes using advanced voice-of-the-customer analytics.

  • Use AI-powered call center analytics to automatically score agent and customer behaviors and align them with coaching and operational improvements.

  • Use generative AI in contact centers to enhance customer interactions and boost agent productivity.

  • Ensure PCI compliance by preventing customers' sensitive data from being captured.

    Read the blog

  • Leverage integrated analytics solutions that can accommodate the needs of large contact centers, from PCI compliance and call recording to quality and performance management.

  • Integrate your contact center into your digital experience to optimize customer experience, ease effort, and increase loyalty.

    Key features

    Analyze, visualize, and act on customer interactions with one platform.

    Speech analytics

    Transforms voice calls into insights by analyzing sentiment, emotion, and emerging themes using AI-powered voice-of-the-customer analytics.

    Text and social analytics

    Uncovers trends in chat, CRM notes, and social content by processing multichannel data with automatic classification and tagging.

    Interaction behavioural-scoring

    Measure 100% of customer interactions to track agent performance and customer behaviours.

    Dashboards and trend detection

    Visualizes interaction trends, sentiment shifts, and anomalies through intuitive dashboards and clustering tools.

    Multichannel interaction intelligence

    Ingests and automatically organizes all customer interaction data into conceptually related themes. Uncovers the unknown unknowns with top terms and topic maps to provide interaction insights.

    Generative AI

    Creates conversation summaries for log notes and agent interactions. Generative AI can also assist in training and conduct quality assurance.

    Accelerate the value of OpenText Contact Center Analytics

    Deployment

    OpenText offers flexible deployment options for OpenText Contact Center Analytics.

    Professional Services

    OpenText Professional 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.

      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

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        OpenText Contact Center Analytics

        Read the solution overview

        20 speech analytics use cases to help you succeed

        Read the white paper

        3 ways to up-level CX with agent experience management

        View the infographic

        OpenText Contact Center Analytics

        Read the solution overview

        20 speech analytics use cases to help you succeed

        Read the white paper

        3 ways to up-level CX with agent experience management

        View the infographic
        Play video

        Use customer insights and sentiment analysis to boost engagement

        Watch the video
        Play video

        Create efficiencies with easy-to-use contact center analytics

        Watch the video

        • Contact Center as a Service (CCaaS) is a cloud-based solution used by inbound and outbound contact centers that handle customer sales calls, technical support calls, and general inquiries. OpenText Contact Center Analytics brings additional speech analytics and AI to a CCaaS solution.

        • Advanced analytics can help contact centers acquire, merge, manage, and analyze big data and big content. Insights are gained from unstructured speech data, while powerful natural language processing capabilities help with concept identification, categorization and sentiment analysis.

          July 26, 2024

          Is your Contact Center as a Service (CCaaS) PC-DSS compliant?

          Understanding the PCI data security standard is crucial for anyone managing a CCaaS ecosystem.

          Read the blog
          July 8, 2024

          10 ways AXM and AI raise the bar for customer service and success

          Learn more about the transformative impact of GenAI on customer service and customer success.

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          Take the next step

          See how contact center analytics can help improve agent and customer experience.

          Contact us

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