Audience

Businesses and companies in need of a contact center workforce optimization solution

About Qfiniti

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. Offers performance assessment capabilities to identify coaching opportunities. Allows users to create and modify evaluations online with easy-to-use scoring and navigation features. 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.

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Integrations

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Ratings/Reviews

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Company Information

OpenText CEM
Founded: 1991
Canada
www.opentext.com/products-and-solutions/products/customer-experience-management/contact-center-workforce-optimization/opentext-qfiniti

Videos and Screen Captures

Qfiniti Screenshot 1
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Product Details

Platforms Supported
Cloud
On-Premises
Training
Documentation
Live Online
In Person
Videos
Support
Phone Support
Online

Qfiniti Frequently Asked Questions

Q: What kinds of users and organization types does Qfiniti work with?
Q: What languages does Qfiniti support in their product?
Q: What kind of support options does Qfiniti offer?
Q: What other applications or services does Qfiniti integrate with?
Q: What type of training does Qfiniti provide?

Qfiniti Product Features

Call Center

Escalation Management
Outbound Call Center
Manual Dialer
Call Recording
Queue Management
Call Scripting
Blended Call Center
Progressive Dialer
Campaign Management
Predictive Dialer
Inbound Call Center
IVR / Voice Recognition
Call Logging
Reporting/Analytics
Real-time Chat
Database

Workforce Management

Labor Projection
Variable Workforce
Budgeting & Forecasting
Skills Tracking
Employee Lifecycle Management
Time & Attendance
Scheduling
Performance Appraisal
Recruiting Management
Contractor Management

Workforce Optimization (WFO)

Workforce Management
Performance Management
Quality Management
Interaction Analytics
Real-time Guidance
Liability Recording
Surveying
Speech Analytics
eLearning
Reporting