OpenText Qfiniti is a reliable multimedia recording solution that incorporates the advanced tools needed in today’s multi-site and multimedia customer contact centres to meet the demands of quality management and compliance challenges. Collecting all, or selective customer interactions, the platform includes innovative built-in coaching, real-time assistance, evaluation, survey, and training modules to ensure that your business delivers true quality performance.
Single platform for call and screen recording, agent evaluation, real-time assistance, survey, and training modules to ensure that your business delivers true quality performance
Meaning-based approach enables strategic actions based on a deep understanding of customers, competitors, and markets
Call logging or selective recording of both voice and/or screens
Centralized evaluation and analysis drives contact centre performance, across all touch points
Real-time assistance for improved first call resolution and upsell/cross-sell
Compliance delivered at an unprecedented level for email, IM, chat, and audio recordings
Evaluations, surveys, and training all delivered and synchronized with call recordings
Monitoring to Improve Workforce Performance
Success begins with effective monitoring and workforce optimization technology. OpenText Qfiniti is a reliable recording solution that incorporates the advanced tools needed in today’s global and multi-site customer service centres. Through a single platform, OpenText Qfiniti can record all calls for compliance management or selectively capture voice and desktop activity for quality assurance. The platform also includes innovative built-in coaching, real-time assistance, evaluation, survey, and training modules to ensure that your business delivers true quality performance.
Customer Feedback Management Solution
OpenText Qfiniti enables contact centres to hear directly from a customer immediately after an agent interaction and automatically link both the customer satisfaction score and the agent evaluation score to the recorded call. This correlation measurably improves quality performance while reducing the time and cost incurred from traditional research methods. By forging a clear link to the voice of your customers, OpenText Qfiniti can be a valuable supplement to traditional survey methods.
Achieve PCI Compliance
OpenText Qfiniti delivers an unprecedented level of compliance to email, IM, chat, and audio recordings to ensure all interactions are managed within regulatory and corporate policies.
OpenText Qfiniti works with OpenText ICE to provide the option of setting triggers to identify sensitive materials within interactions and automatically mask or mute the information based on their business needs. Companies that are required to meet Payment Card Industry Data Security Standards (PCI DSS) can now comply with the requirement that credit card CCV, CVV, and CID codes not be stored after authentication is completed, even in call recordings, if the data is searchable.
OpenText Qfiniti has the intelligence and connectivity to dynamically present the contact centre agent with all relevant enterprise resources (web forms, processes, Knowledge Management articles, documentation, and so on) based on each specific customer interaction to help resolve the customer’s issue on the first try.
Based on IDOL’s unique ability to understand customer sentiment and intent in real time, OpenText Qfiniti can automatically search all product information and marry it to prior customer behaviour to serve relevant recommendations (alternative products or services) for the agent to suggest to a customer for improved upsell and cross-sell.
Using standard multimedia playback controls, OpenText Qfiniti lets supervisors play recordings quickly and easily. Synchronized voice and screen playback ensures that both call and desktop activity can be simultaneously monitored for a complete view of agent performance. OpenText Qfiniti offers a range of playback features, including optional web-based playback, visual CTI and coaching markers, and continuous playback to simplify daily quality monitoring tasks.