OpenText Qfiniti is an integrated, modular workforce optimization (WFO) solution designed to improve call and screen recording, workforce management, quality monitoring, process automation, liability recording, coaching and eLearning, and surveying in today’s enterprise customer engagement contact centers.
Improve contact center performance with highly integrated multichannel interaction analytics and real-time, automated agent guidance.
Gain customer and workforce insight across all interactions, including call, chat, and social media.
Deliver true quality performance and streamline onboarding with a highly integrated modular WFO product suite.
Drive front- and back-office contact center performance across all customer touch points.
Maintain unprecedented levels of regulatory and process compliance for email, IM, chat, and audio recordings.
Meet the massive scalability and performance requirements of today’s data-rich, multichannel contact centers.
Deliver higher productivity and lower agent turnover with less customer churn.
Optimize multi-skilled forecasting, scheduling, shift bidding, intraday management, and advanced agent adherence.
Gain multiple call acquisition options, including record-on-demand and intelligent monitoring techniques, to conserve system resources.
Advanced Voice of Customer analytics
Complete WFO solution on a managed appliance
Interaction recording for quality and compliance
Intelligent muting and masking with metadata attach
Agent scheduling and forecasting
Desktop analytics and real-time agent guidance
Agent evaluation and performance analysis
Integrated customer satisfaction surveys
Workforce Optimization In The Cloud (Forrester)
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OpenText Solution Overview – OpenText Qfiniti
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OpenText Solution Overview – OpenText Qfiniti Managed Services
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OpenText Solution Overview – OpenText Explore
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