OpenText WFO Software Video Series

The Impact of Interaction Analytics in the Contact Center

Browse responses from the panel by selecting one of our eight topics:

Welcome to the OpenText WFO Video Series

Jeff Westover, VP and GM, OpenText Contact Center WFO Software, welcomes you to the series

Please click on the info button to learn more!

OpenText WFO Software is proud of our 3+ decades of innovation and service in the contact center industry — first as Teknekron Infoswitch, then etalk, and now as OpenText WFO Software — and we are celebrating this legacy by offering the first OpenText WFO Software Video Series. In this effort, we are very pleased to feature expert commentary in the form of short video clips from three of the industry's most respected research analysts: Ian Jacobs (Senior Analyst, Forrester Research), Ashwin Iyer (Senior Research Director, Frost & Sullivan) and Jim Davies (Research Director, Gartner).

These analysts are also joined by Deborah Alvord (Global Lead, CX Transformation, HPE), and our very own experts Roger Lee (Principal Evangelist, OpenText Contact Center WFO Software), Steve Graff (Chief Technology Architect, OpenText Contact Center WFO Software), and Sukumar Ramaraj (Director Product Development, OpenText Contact Center WFO Software).

We encourage you to visit and revisit this page to learn from commentary on the critical topic of interaction analytics in the contact center. And be sure to visit the second Video Series edition which offers insightful commentary on the topic of driving contact center awareness within your organization.

Please enjoy these compelling exchanges of ideas, trends, and best practices. The OpenText Contact Center WFO Software team believes that you will discover the actionable insights you need to implement successful workforce optimization and interaction analytics solutions in your own contact center. Thank you for joining us in this conversation.

1. Current trends in the contact center space

Ian Jacobs

Senior Analyst

Forrester Research

Ashwin Iyer

Sr. Research Director

Frost & Sullivan

Jim Davies

Research Director

Gartner

Deborah Alvord

Global Lead

CX Transformation Services

Roger Lee

Principal Evangelist

OpenText Contact Center WFO Software

Previous Next

2. Fit of interaction analytics within contact center trends

Jim Davies

Research Director

Gartner

Roger Lee

Principal Evangelist

OpenText Contact Center WFO Software

Ashwin Iyer

Sr. Research Director

Frost & Sullivan

Ian Jacobs

Senior Analyst

Forrester Research

Sukumar Ramaraj

Director Product Mgmnt

OpenText Contact Center WFO Software

Deborah Alvord

Global Lead

CX Transformation Services

Previous Next

3. Benefit of speech and desktop recording

Ashwin Iyer

Sr. Research Director

Frost & Sullivan

Ian Jacobs

Senior Analyst

Forrester Research

Deborah Alvord

Global Lead

CX Transformation Services

Jim Davies

Research Director

Gartner

Roger Lee

Principal Evangelist

OpenText Contact Center WFO Software

Previous Next

4. Benefit of integrated vs best-of-breed WFO solutions

Ian Jacobs

Senior Analyst

Forrester Research

Steve Graff

Chief Technology Architect

OpenText Contact Center WFO Software

Jim Davies

Research Director

Gartner

Ashwin Iyer

Sr. Research Director

Frost & Sullivan

Previous Next

5. Interaction analytics in managing fraud & compliance

Jim Davies

Research Director

Gartner

Ashwin Iyer

Sr. Research Director

Frost & Sullivan

Sukumar Ramaraj

Director Product Mgmnt

OpenText Contact Center WFO Software

Ian Jacobs

Senior Analyst

Forrester Research

Deborah Alvord

Global Lead

CX Transformation Services

Steve Graff

Chief Technology Architect

OpenText Contact Center WFO Software

Previous Next

6. Interaction analytics set stage for omnichannel experience

Ashwin Iyer

Sr. Research Director

Frost & Sullivan

Ian Jacobs

Senior Analyst

Forrester Research

Roger Lee

Principal Evangelist

OpenText Contact Center WFO Software

Jim Davies

Research Director

Gartner

Deborah Alvord

Global Lead

CX Transformation Services

Previous Next

7. Best practices for implementing interaction analytics

Ian Jacobs

Senior Analyst

Forrester Research

Deborah Alvord

Global Lead

CX Transformation Services

Jim Davies

Research Director

Gartner

Ashwin Iyer

Sr. Research Director

Frost & Sullivan

Roger Lee

Principal Evangelist

OpenText Contact Center WFO Software

8. Benefit of interaction analytics beyond the contact center

Jim Davies

Research Director

Gartner

Roger Lee

Principal Evangelist

OpenText Contact Center WFO Software

Ashwin Iyer

Sr. Research Director

Frost & Sullivan

Ian Jacobs

Senior Analyst

Forrester Research

Deborah Alvord

Global Lead

CX Transformation Services