OpenText Contact Center Analytics Reviews & Product Details

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

For mew, it was that all modules are integrated into a single platform, making it easier to manage and use compared to disparate systems. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

It is very user-friendly. I can pull phone call data quickly and replay it easily. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.