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
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
Online coaching and training
OpenText Qfiniti - Solution Overview
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OpenText Qfiniti Autoscore - Product Overview
569.9 KB | Download pdf
OpenText Qfiniti Explore - Solution Overview
541.2 KB | Download pdf
OpenText Qfiniti Expert - Product Overview
420.6 KB | Download pdf
OpenText Qfiniti Advise - Product Overview
265.5 KB | Download pdf
OpenText Qfiniti Survey - Product Overview
386.2 KB | Download pdf
OpenText Qfiniti Ice - Product Overview
191.5 KB | Download pdf
OpenText Qfiniti Optimize - Product Overview
461.4 KB | Download pdf
OpenText Qfiniti Observe - Product Overview
238.6 KB | Download pdf
OpenText Qfiniti Workforce - Product Overview
441.3 KB | Download pdf
Workforce Optimization In The Cloud (Forrester)
1.1 MB | Download pdf