OpenText™ Qfiniti is a unified, centrally managed suite of workforce optimization solutions for multichannel interaction analysis, offering real-time agent support and call center performance management capabilities. Qfiniti automatically delivers relevant, accessible and actionable customer intelligence to allow organizations to better understand customer interactions and deliver outstanding service across the globe.
Deployed on-premises or on the cloud, Qfiniti integrates with most contact center telephony systems and CcaaS vendors, such as Amazon Connect, Twilio, RingCentral and Genesys.
Full call and screen recording
Records all calls and captures screens for compliance management and quality assurance.
Quality performance and evaluation tools
Offers performance assessment capabilities to identify coaching opportunities. Allows users to create and modify evaluations online with easy-to-use scoring and navigation features.
Real-time speech analytics
Displays live speech transcriptions, tracks agent and caller sentiment throughout calls, creates information buffers, provides agent assist and generate call summaries.
Desktop analytics and agent guidance
Measures and catalogues agent desktop workflow activity and usage patterns, allowing supervisors to assess and guide agent productivity.
Workforce management and scheduling
Uses unique agent rankings, skills, seniority and availability to support scheduling,and allows users to forecast staffing requirements and accurately schedule single and multi-skilled agents.
Automated delivery of online coaching and training
Automates complex training program deployment to numerous participants and/or multiple locations. Targets information to agents based on priority to guide them through self-paced eLearning.
Manage regulatory demands
Automates PCI and HIPAA administration compliance using intelligent masking and muting with metadata attached.
Measure agent and customer behaviors
Define and calibrate the interaction behaviors most relevant to their business context with flexible scoring models.
Maximize workforce engagement
Streamline staffing, scheduling and training to increase retention with happier, more engaged employees.
Adapt with key customer insights
Get actionable insights into customer behavior with advanced speech, call center Voice of Customer and multichannel analytics.
Drive continuous process optimization
Deliver average handle time control and cost savings, while reducing customer effort, with real-time agent guidance and desktop automation.
Optimize performance management
Automate scoring and reporting to maintain consistent quality measurement and fast, effective coaching.
“OpenText Qfiniti has directly contributed to a measurable 10 percent increase in quality year-on-year.”
“We wanted to have a consistent experience at every touch point, and that’s where Qfiniti has been able to help us with that focus.”
“It’s great to have a partner who’s right there to help us innovate. And help us not worry about the technology, but how do we put the customer in the middle and really build the experience for them going forward.”
Integrate with Amazon Connect
Discover the benefits of integrating OpenText™ Qfiniti with Amazon Connect, including reduced upgrade costs, easy cloud deployment, and more.View demo about this topic
Get 20 speech analytics use cases
Learn the features of speech analytics and how they can improve customer experience, employee engagement and compliance.Download the white paper about this topic
Tackle Contact Center compliance
Discover how workforce software can help manage risks and compliance needs.Download the white paper about this topic