Sold by: OpenTextÂ
Deployed on AWS
OpenText Workforce Optimization and Agent Experience Management SaaS applications that integrate with Amazon Connect.
Overview
OpenText™ Contact Center Analytics delivers agent experience management and workforce engagementapplications for use with Amazon Connect. Through a set of Agent Experience Management capabilities your Amazon Connect ecosystem will be capable of:
- Tracking and analyzing agent performance and attendance.
- Automatically evaluating agent phone interactions, performance and identify areas for improvement and at scale.
- Tracking and measuring agent engagement and satisfaction and provide managers with tools to address any issues that arise.
- Delivering training and development programs to agents in a convenient, self-paced format.
- Motivating agents to achieve specific goals and targets by incorporating performance and incentive like reporting elements into their work.
Furthermore, Contact Center Analytics provides call recording playback of Amazon Connect interactions, easily built quality monitoring forms, desktop screen capture, muting and masking of voice and screen activity for PCI compliance, and desktop analytics.
- Our simple licensing is based on named agents, includes training, and does not require licensing for non-agent users or administrators.
- Standard: playback of Amazon Connect recordings and quality monitoring and coaching. Includes Contact Center Analytics Observe and Advise.
- Essentials: Standard PLUS agent desktop screen capture. Screen recording plans trigger sampling of screen recordings for up to 25% of all interactions. Includes Contact Center Analytics Observe Voice, Screens and Advise.
- Ultimate: Essentials PLUS the ability to trigger or attach data from the agent desktop for PCI compliance. Includes Contact Center Analytics Observe Voice, Screens, Advise and ICE.
- Enterprise: Ultimate PLUS desktop analytics to measure agent desktop activity and launch on screen agent guidance. Includes Contact Center Analytics Observe Voice, Screens, Advise, ICE and Optimize. Screen recording runs on Windows based agent desktops.
If agent screen recording is part of your call recording needs, please email qfiniticonnect@opentext.com prior to placing an order. Pricing and modules can be customized with a private offer.
Highlights
- Contact Center Agent Experience Management and Workforce Engagement Management solutions for Amazon Connect
- Solutions for Voice and Desktop Experiences recording playback, quality agent coaching and agent and customer insights Voice of the Customer analytics
- Simple licensing model
Details
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Delivery method
Deployed on AWS
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Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
Qfiniti Standard 100 | Playback for Amazon Connect and QM - 100 agents | $71,062.00 |
Qfiniti Standard 250 | Playback for Amazon Connect and QM - 250 agents | $88,419.00 |
Qfiniti Standard 500 | Playback for Amazon Connect and QM - 500 agents | $119,321.00 |
Qfiniti Standard 750 | Playback for Amazon Connect and QM - 750 agents | $186,434.00 |
Qfiniti Standard 1000 | Playback for Amazon Connect and QM - 1000 agents | $204,739.00 |
Qfiniti Essentials 100 | Playback for Amazon Connect, screen capture and QM - 100 agents | $84,079.00 |
Qfiniti Essentials 250 | Playback for Amazon Connect, screen capture and QM - 250 agents | $122,551.00 |
Qfiniti Essentials 500 | Playback for Amazon Connect, screen capture and QM - 500 agents | $185,358.00 |
Qfiniti Essentials 750 | Playback for Amazon Connect, screen capture and QM - 750 agents | $337,745.00 |
Qfiniti Essentials 1000 | Playback for Amazon Connect, screen capture and QM - 1000 agents | $370,807.00 |
Vendor refund policy
In the case of an accidental order, OpenText supports a 48-hour grace period from date and time of purchase with 100% refund on its SaaS contract products. OpenText purchases are covered by a warranty described in the General Terms of Service and may include training and professional support to help you succeed. If you have questions, please email support@opentext.com .
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA)Â .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
Vendor support
OpenText provides application and infrastructure management, as well as maintenance. Administrative training is provided. Customers will receive Support contact information following activation. Support tickets can be entered at http://www.opentext.com/support . For after hours emergency support, help can be reached at 844 526 7397.
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Updated weekly
By OpenText
By Centrical
By Calabrio
Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
Mixed reviews
Negative reviews
AI generated from product descriptions
Performance Monitoring
Automated tracking and analysis of agent performance, attendance, and interaction quality using advanced evaluation techniques
Compliance Recording
Voice and screen activity recording with muting and masking capabilities for PCI compliance and data protection
Desktop Analytics
Comprehensive measurement of agent desktop activity with screen capture and interaction tracking on Windows-based systems
Quality Management
Automated generation of quality monitoring forms and coaching tools for performance improvement and agent development
Interaction Evaluation
Systematic assessment of agent phone interactions to identify improvement areas and provide targeted training recommendations
Performance Tracking
Real-time metrics aggregation from multiple contact center applications using advanced analytics
AI-Driven Coaching
Personalized performance-based microlearning and AI-powered coaching recommendations
Gamification System
Interactive gamified user experience designed to drive agent motivation and engagement
Multi-Application Integration
Seamless data integration with Amazon Connect, Contact Lens, WFM, CRM, and CSAT survey platforms
Agent Performance Optimization
Automated goal alignment and continuous performance improvement mechanisms
Workforce Management
Advanced scheduling and resource allocation system with dynamic employee engagement capabilities
Multichannel Analytics
AI-driven analytics platform for performance trends, customer behavior, and sentiment analysis
Quality Management
Automated interaction recording, evaluation, and reporting system for performance monitoring
Speech Analytics
Sophisticated speech recognition technology for extracting insights from customer interactions
Contact Center Intelligence
Machine learning-powered system for transforming customer interaction data into actionable business intelligence
Standard contract
No
No
No
Customer reviews
0 ratings
0 AWS reviews
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5 external reviews
Star ratings include only reviews from verified AWS customers. External reviews can also include a star rating, but star ratings from external reviews are not averaged in with the AWS customer star ratings.
Manufacturing
It did the job
Reviewed on Oct 24, 2024
Review provided by G2
What do you like best about the product?
For mew, it was that all modules are integrated into a single platform, making it easier to manage and use compared to disparate systems.
What do you dislike about the product?
The complexity. While user-friendly, I found that certain features or configurations to be complex, requiring more in-depth training that I did not get.
What problems is the product solving and how is that benefiting you?
None, at the moment but it did help with QA.
Claudia K.
The Reliable Call Recording Platform
Reviewed on Mar 12, 2024
Review provided by G2
What do you like best about the product?
Qfiniti is a platform that can handle just about anything. Not only does it do a great job with contact center agent reording and (nearly) live monitoring, but it also allows for PCI compliant screen recording, tagging and meta-tagging files for larger initiatives and lastly a robust Quality modure for evaluations and feedback.
What do you dislike about the product?
The only painful part of supporting Qfiniti is the fact that there was an end-point client that needed to be updated everytime there was an update to the package. This could prove to be difficult, however I'm sure this is no longer an issue in the cloud.
What problems is the product solving and how is that benefiting you?
Qfiniti provides us with voice and data recording, PCI muting/redaction on recordings, encrypted storage, and a robust quality scoring module.
E-Learning
As a user, Qfiniti works well and does exactly what it's supposed to do.
Reviewed on Mar 31, 2023
Review provided by G2
What do you like best about the product?
It is very user-friendly. I can pull phone call data quickly and replay it easily.
What do you dislike about the product?
I can't think of an issue that would cause me to dislike Qfinit. It works well and does exactly what it's supposed to do. A suggestion would be for it to look a little more modern.
What problems is the product solving and how is that benefiting you?
I am able to review calls to assist with qualify assurance.
Lorne W.
Way better than the rest with a much lower TCO.
Reviewed on Sep 17, 2021
Review provided by G2
What do you like best about the product?
Qfiniti offers the seamless integration of interaction recording, desktop and speech analytics, and customer survey data to the quality scorecard, making agent coaching far more effective and delivering actionable insights to leaders at every level.
The software product is organically grown vs. grown by acquisition. As a result, the platform runs on a unified database, without the extensive use of ETLs.
The software product is organically grown vs. grown by acquisition. As a result, the platform runs on a unified database, without the extensive use of ETLs.
What do you dislike about the product?
It's the best-kept secret weapon in the industry that out-performs NICE and Verint in every way. If OpenText marketed the product properly, they could easily capture a significant segment of the market.
What problems is the product solving and how is that benefiting you?
The reporting is easy. The database schema is easy to query.
When looking at lists of recordings, evaluations, or surveys, there are built-in visualizations that everyone can see, according to their organizational view, permissions.
On every monitoring scorecard, the coach and the agent can see the compliance history of the agent on a question-by-question basis and compare the compliance of the agent against the compliance of their team,
When looking at lists of recordings, evaluations, or surveys, there are built-in visualizations that everyone can see, according to their organizational view, permissions.
On every monitoring scorecard, the coach and the agent can see the compliance history of the agent on a question-by-question basis and compare the compliance of the agent against the compliance of their team,
Recommendations to others considering the product:
Most definitely worth a look.
Leisure, Travel & Tourism
Easy to Use, Easy to Support
Reviewed on Aug 31, 2021
Review provided by G2
What do you like best about the product?
Qfiniti Call Recording is a suite of programs that you can pick and choose from according to your organizational needs. Not all of our business units need Credit Card muting/masking, Agent Scorecards, Voice and Screen Call Recording, Call Tagging, etc. The Opex model is beneficial to pick and choose the licenses for the modules we need.
What do you dislike about the product?
My issue is more so a reflection on the architecture of our solution than the tool itself; we've found that Qfiniti is definitely on the level of its competitors when reviewing features, in some cases, it's a little more robust (i.e., their new real-time transcription and speech analysis modules). Our platform design was vetted and then it turns out a key function we were intended to use was not working correctly because of our current pbx version. I would recommend always ensuring that your VAR test design with the same version of your PBX to avoid this issue.
What problems is the product solving and how is that benefiting you?
We are able to tag calls to retain them per NACHA and Legal requirements. We have also clustered our master recorders to allow agents to keep recording no matter their physical location.