OpenText Qfiniti
Transform contact center back-offices and agent performance
Overview
Why choose OpenText Qfiniti?
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Integrated with the OpenText Experience Platform
Call center solution seamlessly connects with other OpenText solutions to generate comprehensive insight into customer experiences.
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Lower cost of ownership
Reduce storage and maintenance costs while enhancing the flexibility and scalability required to meet the future needs of any contact center service.
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Modular solution set
Leverage as-needed applications, such as call acquisition, recording and screen capture, in a unified user interface.
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Forecasting and scheduling
Offers a flexible “what if” analysis toolkit for staff planning that accurately models a wide variety of industries and customer behaviors.
How Qfiniti can benefit business
Discover the advantages of using Qfiniti
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Manage regulatory demands
Automate PCI and HIPAA compliance using intelligent masking and muting with metadata attached.
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Maximize workforce engagement
Streamline staffing, scheduling and training in one call center workforce management software solution for happier, more engaged employees.
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Drive continuous process optimization
Improve average handle time control and costs with real-time agent guidance and desktop automation.
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Measure agent and customer behaviors
Define and calibrate the interaction behaviors most relevant to their business context with flexible scoring models.
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Adapt with customer insights
Generate actionable insights into customer behavior with advanced speech, call center Voice-of-Customer and multichannel analytics.
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Optimize performance management
Automate scoring and reporting to maintain consistent quality standards and fast, effective coaching.
Features
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Call and screen recording
Offers full call-recording and screen-capture capabilities for compliance and quality assurance.
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Quality, performance and evaluation tools
Performance assessment capabilities help identify coaching opportunities. Users can create and modify online evaluations with easy-to-use scoring and navigation features.
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Real-time speech analytics
Offers live transcriptions, tracks agent and caller sentiment, provides agent assist and generates call summaries in real-time.
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Desktop analytics and agent guidance
Measures and catalogues agent desktop workflow activity and usage patterns, allowing supervisors to assess and guide agent productivity.
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Workforce management and scheduling
Uses unique agent rankings, skills, seniority and availability to support scheduling, while allowing management to forecast staffing requirements and accurately schedule single and multi-skilled agents.
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Online coaching and training
Automatically delivers targeted, self-directed eLearning to any number of participants and locations.
Take advantage of OpenText and partner services
Deployment
OpenText offers deployment choice and flexibility for Qfiniti.
- 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 Consulting Services combines end-to-end solution implementation with comprehensive technology services to help improve systems.
- Your journey to successOpenText Professional Services
- Drive deeper product adoption and richer engagementCustomer Success Services
- Plan strategically and execute tacticallyAdvisory Services
- Ensure a successful Information Management project implementationSoftware & Deployment Services
- Plan and deliver application upgrades and migrationsMigration & Upgrade Services
- Adapt new technologies and processesUser Adoption Services
- Deliver operationalized business resultsAI & Analytics Services
- Accelerate the Information Management journeyConsulting Services
- Comprehensive Information Management services and resourcesExplore Professional 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
- Build better software productsOEM Solutions
- Explore OpenText's Partner solutions catalogApplication Marketplace
Training
OpenText Learning Services offers comprehensive enablement and learning programs to accelerate knowledge and skills.
- OpenText Qfiniti training coursesOpenText Qfiniti training
- 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
- Discuss and develop exceptional digital experiencesDigital Experience Community
Leaders trust OpenText
See how customers are succeeding with Qfiniti
See more success stories
OpenText Qfiniti and OpenText Explore help leading multi-channel retailer deliver a better customer experience
Learn more
Customer experience specialists apply OpenText Qfiniti to improve quality monitoring and meet stringent compliance quotas
Learn more
