About Qfiniti
OpenText Contact Center Analytics is a voice-of-the-customer software from OpenText that provides insights into multichannel customer interactions and behaviors. It combines analytics, reporting, and data visualization so organizations can convert every interaction into valuable insights. This solution supports deployment anywhere, enabling users to make data-driven decisions based on real-time feedback. Additionally, it offers the capability to analyze customer sentiment and improve service quality across various channels. Key capabilities: analytics reporting data visualization customer sentiment analysis multichannel support Best for: call center managers that need to gain insights from customer interactions.
OpenText Qfiniti is a comprehensive suite of workforce optimization solutions designed to enhance contact center performance. It integrates with leading call center management systems to provide a unified platform for call recording, quality monitoring, workforce management, and real-time speech analytics. This powerful combination enables businesses to gain deeper insights into customer interactions, optimize agent performance, and ultimately improve the overall customer experience. Qfiniti offers a range of features, including call recording and screen capture for compliance and training purposes. Its robust quality management capabilities allow for the creation of custom scoring rubrics, conducting performance evaluations, identifying coaching opportunities, and tracking agent performance trends. Real-time speech analytics provides valuable insights into customer sentiment, identifies potential issues, and even offers real-time guidance to agents during calls. Furthermore, Qfiniti includes powerful workforce management tools, such as forecasting, scheduling, and intraday management, to optimize staffing levels and improve agent productivity. Desktop analytics provides visibility into agent workflows, identifying areas for improvement in efficiency. Finally, the platform incorporates online training modules, enabling organizations to deliver targeted training to agents efficiently.
Pros & Cons
- +Unified Suite: Consolidates multiple tools for workforce optimization in one solution.
- +Real-Time Insights: Advanced speech and desktop analytics provide actionable -insights for continuous improvement.
- +Regulatory Compliance: Automation of compliance with standards like PCI and HIPAA.
- +Flexible Deployment: Supports both cloud and on-premise deployment based on organizational needs.
- +Scalable: Capable of serving small to large enterprises with flexibility in configurations.
- −Complex Setup: The variety of modules and integrations might require a more complex setup process.
- −Customization Needs: Extensive customization might be required to tailor the solution to specific business needs.
- −Training Requirements: Adequate training may be necessary to fully utilize the platform’s capabilities.
- −Limited In-App Marketplace: There’s no clear marketplace for third-party apps or add-ons.
Features
Key features
- 1. Call and Screen Recording
- Full call and screen capture capabilities for compliance and quality assurance.
- 2. Quality, Performance, and Evaluation Tools
- Online evaluations, scoring, and performance assessment for coaching opportunities.
- 3. Real-Time Speech Analytics
- Provides live transcriptions, tracks agent and caller sentiment, generates real-time call summaries.
- 4. Desktop Analytics and Agent Guidance
- Monitors agent desktop workflows, guides productivity with performance data.
- 5. Workforce Management and Scheduling
- Uses agent rankings, skills, seniority, and availability to forecast and schedule staffing.
- 6. Online Coaching and Training
- Automated, self-directed eLearning delivery for team training.
Additional features
- 1. Forecasting and Scheduling
- Provides a toolkit for "what if" analysis to optimize staff planning based on varied customer behaviors.
- 2. Regulatory Compliance
- Automates PCI and HIPAA compliance with masking and muting features.
- 3. Agent and Customer Behavior Measurement
- Flexible scoring models to measure key interaction behaviors.
- 4. Continuous Process Optimization
- Real-time agent guidance and desktop automation for cost control and process improvements.
Pricing
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About Qfiniti
OpenText Contact Center Analytics is a voice-of-the-customer software from OpenText that provides insights into multichannel customer interactions and behaviors. It combines analytics, reporting, and data visualization so organizations can convert every interaction into valuable insights. This solution supports deployment anywhere, enabling users to make data-driven decisions based on real-time feedback. Additionally, it offers the capability to analyze customer sentiment and improve service quality across various channels. Key capabilities: analytics reporting data visualization customer sentiment analysis multichannel support Best for: call center managers that need to gain insights from customer interactions.
Qfiniti Details
Qfiniti's In-App Market Place
Does Qfiniti have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
0
Mini Apps
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), AUD (A$), JPY (¥), CAD (C$), CHF (Fr), CNY (¥), SEK (kr), NOK (kr), DKK (kr), INR (₹), MXN ($), BRL (R$), SGD ($), HKD (HK$), NZD (NZ$), KRW (₩), ZAR (R)
Pros & Cons
- Unified Suite: Consolidates multiple tools for workforce optimization in one solution.
- Real-Time Insights: Advanced speech and desktop analytics provide actionable -insights for continuous improvement.
- Regulatory Compliance: Automation of compliance with standards like PCI and HIPAA.
- Flexible Deployment: Supports both cloud and on-premise deployment based on organizational needs.
- Scalable: Capable of serving small to large enterprises with flexibility in configurations.
- Complex Setup: The variety of modules and integrations might require a more complex setup process.
- Customization Needs: Extensive customization might be required to tailor the solution to specific business needs.
- Training Requirements: Adequate training may be necessary to fully utilize the platform’s capabilities.
- Limited In-App Marketplace: There’s no clear marketplace for third-party apps or add-ons.
Qfiniti's Support Options
Email Address
publicrelations@opentext.comContact
1-800-499-6544Documentation
https://developer.opentext.com/apisCommunity Forums
https://forums.opentext.com/forums/developerQfiniti's Alternatives
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