Contact center analytics
Transform data into actionable insights to enrich customer interactions
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From finance and healthcare to retail and telecom, our contact center analytics solutions excel across industries. Our versatile platform consistently drives performance and enhances customer satisfaction, proving its worth in any business environment.
Large-scale contact centers
From PCI compliance and call recording to quality and performance management, big contact centers have big analytics needs. Leverage an integrated solution for comprehensive analytics.
PCI compliance during CCaaS migration
How can teams manage high call volumes, complex inquiries, and seasonal spikes while ensuring compliance? Predictive pausing and metadata tagging enables seamless compliance without compromising service.
Complex inquiries and emergency scenarios
Intense situations demand heightened responses. Leverage voice analytics, AI-driven evaluation, and ICE to optimize call handling, ensure regulatory adherence, and enhance customer experience.
Leaders trust OpenText
Leaders trust OpenText
See what our contact center analytics solutions can do for your business
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Improve customer experience
Analyze multichannel interactions to identify improvement areas. Refine agent training and support strategies to enhance customer satisfaction and service quality.
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Boost operational efficiency
Leverage analytics to optimize resource allocation, streamline processes, and reduce costs. Enhance contact center operations for maximum productivity and effectiveness.
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Improve resolution rates
Utilize comprehensive metrics to guide agent development. Implement data-driven coaching strategies to boost resolution rates and overall customer satisfaction.
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Ensure PCI compliance
Ensure adherence to PCI DSS standards for secure payment processing. Implement robust data protection measures to safeguard sensitive customer information.
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Make better decisions
Transform raw data into actionable intelligence. Inform decision-making processes with concrete insights, leading to more effective business strategies and outcomes.
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Accelerate customer loyalty
Analyze customer behavior to create tailored experiences. Implement targeted retention strategies to foster long-term loyalty and positive brand advocacy.
Unlock the value of contact center analytics
Optimize the performance of the contact center and gain insight into the customer experience.
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OpenText™ Contact Center Analytics
Unlock customer insights with speech and multichannel analytics
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What do your customers want? How can you keep them satisfied? Guesswork can only take your service agents so far.
Elevate customer service quality with OpenText™ contact center analytics solutions. Leveraging predictive, interaction, speech-to-text, customer journey, and self-serve analytics, it offers a holistic view of customer interactions so companies can proactively address service gaps and optimize agent performance. By transforming raw and unstructured conversations into actionable intelligence, OpenText enables strategic decision-making that drives customer satisfaction and loyalty.
