SINGAPORE – OpenText™, a global leader in Enterprise Information Management (EIM), had announced the availability of OpenText Qfiniti for Amazon Connect, a self-service, cloud-based contact centre solution that enables any business to deliver better customer service at a lower cost. OpenText Qfiniti is available now on AWS Marketplace.
“For the intelligent and connected enterprise, delivering premium customer service is a powerful competitive differentiator. Customers, who are increasingly engaging contact centres on multiple channels, still expect to receive exceptional service,” said Mark J. Barrenechea, vice chair, CEO and CTO, OpenText. “The integration of Qfiniti with Amazon Connect signals a new standard in cloud-based customer support and workforce optimisation and enables all organisations using Amazon Connect to deliver world-class customer support while ensuring deep and meaningful insight into the data and information that these interactions produce.”
OpenText Qfiniti provides organisations using Amazon Connect with a robust SaaS workforce optimisation solution, including full call playback and advanced analytics. Qfiniti offers enterprise-class capabilities including contact centre recording playback, custom quality monitoring forms, desktop screen capture, user configurable muting and masking of voice and screen activity for payment card industry compliance, and advanced analytics.
“Workforce optimisation applications are necessary to enable the successful operation of contact centres with significant agent populations. OpenText Qfiniti delivers an effective and compelling contact centre employee engagement platform,” said Joe Eisner, Global Segment Lead for Amazon Connect.
“The modular and easy-to-use interface of Qfiniti is the perfect solution for contact centres looking for a cloud-ready, digital-first solution for workforce optimisation,” said Muhi Majzoub, executive vice president of engineering and cloud services at OpenText. “This new, unified approach to workforce optimisation allows contact centres to seamlessly transition existing coaching programs to the cloud, cut total cost of ownership by moving to a software as a service (SaaS) model, and reduce business interruption caused by costly, vendor-mandated upgrades.”