OpenText – OpenText Qfiniti

About OpenText

OpenText WFO Software has a 33-year history of innovation, holds 24 contact center technology patents, and provides enterprise contact center customers around the world with call recording, integrated workforce optimization and advanced analytics. Our workforce optimization solution, OpenTextâ„¢ Qfiniti, is a modular suite that includes tools designed to optimize workforce management, quality monitoring, PCI-compliant call recording, coaching and eLearning, performance management, and surveying. OpenText Explore is our speech and Voice of Customer analytics product that enables the enterprise to gain customer behavior insights in multi-channel, multi-language contact center environments.

About OpenText Qfiniti

OpenText Qfiniti delivers a unified, centrally managed platform for multichannel interaction analysis, with real-time agent support, workforce management and contact center performance management capabilities. Engineered to operate seamlessly together, each component can be deployed as a standalone product as necessary to solve the most urgent contact center management needs. The platform includes advanced analytics, an open architecture compatible with most major ACDs, and is available as a managed service.

  • Voice of the Customer
    • Survey Tools
    • Web surveying
    • Voice of the employee
  • Workforce Management
    • Workforce Scheduler
    • Intraday management
    • Reforecast based on intraday management
    • Automated Workflows
    • Support Languages
    • Multi Site Virtual Contact Center
    • Centralized Administration for Multi Site
    • Access by Individual User
    • The Solution Maintains an Audit Trail
    • Multi Channel Forecasting
    • Allow for Outbound Forecasting
    • Account for Holidays, Seasonality
    • Number of Weeks solution can be scheduled ahead of time
    • Support Split shifts
    • Support Agent Preferences/bidding
    • Allow manual manipulation and editing
    • Strategic what - if scheduling
    • Long-term forecasting and planning
    • Unlimited months forecasted
    • Long-term budget planning
    • Track and Support historical agent adherence
    • Track and Support real-time agent adherence
  • Performance Management
    • Provide Performance Management Scorecard
    • Implement targets to groups/functions
    • Compare employee performance against peers
    • Link Objectives to targets/rewards
    • Help identify strengths and weaknesses
    • Track individuals training requirement
    • Link specific areas of skill development
  • Training and Coaching
    • agent coaching
    • elearning
  • Quality Monitoring
    • Real-time monitoring of voice and screen
    • Web interface
    • Schedule for call recording
    • Playback for any LAN/WAN workstation
    • Speech Analytics
    • Analytics based on keywords or phrases
    • Screen Playback synchronized with audio
    • Instantaneous call retrieval
    • Flexible rules editor
    • VoiP recording
    • Voice and screen saved in standard file formats
    • Calls automatically routed to evaluators
    • Search for call on Ad hoc basis
    • Efficiency in filling out forms
    • Integrated Reporting
    • Multi-site Recording
    • Screen Recording
    • Virtual Contact Center Recording
    • Compliance monitoring
  • Number of Agents
    • 151 - 250 Agents
    • 251 - 500 Agents
    • 501 - 1000 Agents
    • Over 1000 Agents
  • Integration
    • CRM Integration

Directory Categories

  • Call Center Workforce Management
  • Performance Management
  • Contact Center Monitoring, Recording and QA
  • Customer Experience Feedback and Analysis
  • Workforce Optimization