Welcome to the OpenText WFO Video Series
Jeff Westover, VP and GM, OpenText Contact Center WFO Software, welcomes you to the series
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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
2. Fit of interaction analytics within contact center trends
3. Benefit of speech and desktop recording
4. Benefit of integrated vs best-of-breed WFO solutions
5. Interaction analytics in managing fraud & compliance
6. Interaction analytics set stage for omnichannel experience
7. Best practices for implementing interaction analytics
8. Benefit of interaction analytics beyond the contact center