--- title: OpenText Contact Center Analytics Reviews meta_title: 'OpenText Contact Center Analytics Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter reviews by the users' company size, role or industry to find out how OpenText Contact Center Analytics works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 5 scale: '5' date_modified: '2026-07-17' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # OpenText Contact Center Analytics Reviews **Vendor:** OpenText **Category:** [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce) **Average Rating:** 4.5/5.0 **Total Reviews:** 5 ## About OpenText Contact Center Analytics ransform call center and back office performance with workforce engagement call center software that engages employees and provides meaningful experiences ## OpenText Contact Center Analytics Pros & Cons **What users like:** - Users value the **centralized platform** of OpenText Contact Center Analytics for its ease of management and streamlined usage. (1 reviews) - Users value the **integrated platform** of OpenText Contact Center Analytics, simplifying data management and usage significantly. (1 reviews) - Users appreciate the **ease of use** of OpenText Contact Center Analytics due to its integrated platform for management. (1 reviews) - Users value the **easy integrations** of OpenText Contact Center Analytics, simplifying management across all modules in one platform. (1 reviews) - Users value the **integrated modules** of OpenText Contact Center Analytics, simplifying management and enhancing usability. (1 reviews) - Integrations (1 reviews) **What users dislike:** - Users note the **complexity** of certain features, highlighting the need for more extensive training to fully utilize the product. (1 reviews) - Users note the **complex setup** of OpenText Contact Center Analytics, necessitating additional training for effective use. (1 reviews) - Users find the **complexity of certain features** necessitates additional training, which may not be provided. (1 reviews) - Users feel there is **insufficient training** provided, making it difficult to fully utilize complex features effectively. (1 reviews) - Users experience a **lack of training** , finding some features complex and difficult to navigate without proper guidance. (1 reviews) - Steep Learning Curve (1 reviews) - Training Required (1 reviews) ## OpenText Contact Center Analytics Reviews ### 1. The Reliable Call Recording Platform **Rating:** 4.5/5.0 stars **Reviewed by:** Claudia K. | Senior Manager, Telecom Contact Center Operations, Enterprise (> 1000 emp.) **Reviewed Date:** March 12, 2024 **What do you like best about OpenText Contact Center Analytics?** 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 OpenText Contact Center Analytics?** 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 OpenText Contact Center Analytics 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. ### 2. It did the job **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Manufacturing | Small-Business (50 or fewer emp.) **Reviewed Date:** October 24, 2024 **What do you like best about OpenText Contact Center Analytics?** 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 OpenText Contact Center Analytics?** 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 OpenText Contact Center Analytics solving and how is that benefiting you?** None, at the moment but it did help with QA. ### 3. As a user, Qfiniti works well and does exactly what it's supposed to do. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in E-Learning | Enterprise (> 1000 emp.) **Reviewed Date:** March 31, 2023 **What do you like best about OpenText Contact Center Analytics?** It is very user-friendly. I can pull phone call data quickly and replay it easily. **What do you dislike about OpenText Contact Center Analytics?** 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 OpenText Contact Center Analytics solving and how is that benefiting you?** I am able to review calls to assist with qualify assurance. ### 4. Way better than the rest with a much lower TCO. **Rating:** 5.0/5.0 stars **Reviewed by:** Lorne W. | Contact Center Customer Strategy Specialist, Master, Enterprise (> 1000 emp.) **Reviewed Date:** September 17, 2021 **What do you like best about OpenText Contact Center Analytics?** 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. **What do you dislike about OpenText Contact Center Analytics?** 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. **Recommendations to others considering OpenText Contact Center Analytics:** Most definitely worth a look. **What problems is OpenText Contact Center Analytics 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, ### 5. Easy to Use, Easy to Support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Enterprise (> 1000 emp.) **Reviewed Date:** August 31, 2021 **What do you like best about OpenText Contact Center Analytics?** 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 OpenText Contact Center Analytics?** 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 OpenText Contact Center Analytics 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. ## OpenText Contact Center Analytics Discussions - [How do you use Qfiniti?](https://www.g2.com/discussions/how-do-you-use-qfiniti) - [What is Qfiniti client?](https://www.g2.com/discussions/what-is-qfiniti-client) - [What is Qfiniti desktop?](https://www.g2.com/discussions/what-is-qfiniti-desktop) - [View OpenText Contact Center Analytics pricing details and edition comparison](https://www.g2.com/products/opentext-contact-center-analytics/reviews?qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-08-09+06%3A50%3A59+-0500&secure%5Bsession_id%5D=aec3c219-15b8-46fe-8b7a-2087dcb2af68&secure%5Btoken%5D=1e1d30ee40400e7e53ce091bfa0ffeffa5c5ce720100e4a35b04bb170f681e77&format=llm_user) ## OpenText Contact Center Analytics Features **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Quality Assurance** - Evaluation - Calibration - Reports **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access - Service Level Agreement (SLA) Management - Performance Management - Queue Management - Compliance Management - Customer Experience Management - Attendance Management - Employee Management - Time Off Management **Platform** - Health Score - Customer Profiles - Notifications - NPS of Customers **Generative AI** - AI Text Summarization - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization - AI Image-to-Text - Generative AI **Additional Functionality** - Live Chat - Call Transfer - Archiving & Retention - Call Center Management - Call Tagging - Call List Management - Real-Time Analytics - Queue Management - Real-Time Data - API - Real-Time Monitoring - CRM - Performance Metrics - Automatic Call Distribution - Activity Tracking - IVR - Event Triggered Actions - Third-Party Integrations - Scheduled Recording - Alerts/Notifications - Call Monitoring - File Transfer - Activity Dashboard - Call Reporting - Call Transcription - Campaign Management - Call Disposition - Computer Telephony Integration - Contact Management - Predictive Dialer - Voice Mail - Caller ID - Reporting & Statistics - Call Routing - Call Tracking - Recording - Auto-Dialer - Chat/Messaging - On-Demand Recording - Customizable Reports - Multi-Channel Communication - Conferencing - AI Copilot - Interaction Tracking - Predictive Analytics - Visual Analytics - Sales Trend Analysis - Audio Capture - Email Alerts - Tagging - Self-Service Search - Natural Language Processing - Surveys & Feedback - Automatic Transcription - Multi-Channel Management - Request Assignment - Speech-to-Text Analysis - Self Service Portal - Performance Management - Call Recording - Search/Filter - Sentiment Analysis - Compliance Management - Multi-Language - HIPAA Compliant - Data Security - Call Scripting - Customer Service Analytics - Quality Assurance - Customer Experience Management - Communication Management - Categorization/Grouping - Language Detection **Survey Management** - Brand Design Consistency - Survey Deployment - Feedback Collection - Device Responsiveness - Surveys & Feedback - Mobile Survey - Pulse Surveys **Monitoring** - Interactions - Web & Application Usage - Mobile App Usage - Screenshots - Web Blocking **Engagement** - Feedback - Dashboards - Training - Activity Dashboard **Administration** - Automation - Productivity Analysis - Dashboards - Labor Forecasting - Intraday Management - Quality Management **Predictions** - Service Quality Assurance - Predictive Analytics - Revenue Impact - Artificial Intelligence - Sentiment - Retention - Behavior Analytics - Usage Tracking/Analytics **Additional Functionality** - Performance Metrics - Leave Tracking - Call Monitoring - AI Copilot - For Call Centers - Employee Time Tracking - Third-Party Integrations - Generative AI - Activity Monitoring - Reporting/Analytics - API - Call Recording - Approval Process Control - Skills Tracking - Activity Tracking - Variable Workforce - Employee Coaching Tools - Employee Database - Online Time Clock - Agent Interface **Process Management** - Feedback Aggregation - Trigger Alerts - Real-Time Analysis - Real-Time Action - 360 Degree Feedback - Anonymous Feedback - Real-Time Analytics - Trend Analysis - Real-Time Data - Text Analysis - Sentiment Analysis **Activity Monitoring - Employee Monitoring** - Calls - Email Activity Tracking - Social Media Activity Tracking - Live Chat - Task/Project Tracking - Attendance Tracking - Task Progress Tracking - Location Tracking - Behavior Tracking - Time Tracking **Performance** - Third-Party Integrations - Compliance **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Additional Functionality** - Loyalty Program - AI Copilot - Campaign Personalization - Personalization - Email Campaign Management - A/B Testing - Knowledge Base Management - Renewal Management - Performance Metrics - Workflow Management - Behavioral Targeting - Customer Engagement - Sentiment Analysis - Engagement Tracking - Task Management - Feedback Management - Behavior Tracking - Retention Tracking - Support Ticket Management - User Onboarding - Lifecycle Management - Customer Surveys - Campaign Management - Real-time Alerts - Customer Journey Mapping - Cancellation Management - Third-Party Integrations - Review Monitoring - Customer Data Management - Referral Tracking - Customer Communication - Churn Management - Marketing Automation - Referral Management - Customer Segmentation - Messaging - Workflow Automation **System Management** - Security - System Monitoring - SSL Security - GPS **Feedback** - Archives **Generative AI** - AI Text Generation - AI Text Summarization - Call Routing - Generative AI **Additional Functionality** - Customer Experience Management - NPS of Employees - Real-Time Notifications - Question Library - CRM - Data Visualization - Multi-Channel Distribution - Ratings/Reviews - Negative Feedback Management - Activity Dashboard - Email Management - Commenting/Notes - AI Copilot - Third-Party Integrations - Template Management - Reporting & Statistics - Social Media Integration - Text Fields - Customizable Questions - Reporting/Analytics - Real-Time Reporting - Customizable Branding - Conditional Logic - Website Integration - Search/Filter - Collaboration Tools - API - NPS of Customers - Multi-Language - Survey/Poll Management - Segmentation - Customer Segmentation - Reminders - NPS Survey Structure - Access Controls/Permissions - Widgets - Customizable Templates - Feedback Management - Customizable Fields - Question Branching **Additional Functionality** - Customer Journey Mapping - Employee Coaching Tools - Queue Management - Sentiment Analysis - Call Monitoring - Quality Management - Customer Surveys - Agent Interface - Knowledge Base Management - Collaboration Tools - Leaderboards - Employee Reward Programs - Workforce Management - Reporting/Analytics - Customer Experience Management - Predictive Dialer - Video Conferencing - Multi-Channel Communication - KPI Monitoring - AI Copilot - Feedback Management - IVR - Contact Management - Multiple Scoring Models - Real-Time Updates - Interaction Tracking - Call Recording - AI/Machine Learning - Screen Recording - Workflow Automation **Productivity Analytics - Employee Monitoring** - Project - Hours - Intelligence - Burnout Indicators **Additional Functionality** - Browsing History - API - Timesheet Management - Reporting & Statistics - Screen Activity Recording - Task Management - Employee Email Monitoring - Employee Activity Monitoring - Access Controls/Permissions - Employee Database - Activity Dashboard - Remote Monitoring & Management - Idle Time Monitoring - Third-Party Integrations - Remote Access/Control - Time Clock - Real-Time Data - Email Alerts - Historical Reporting - Real-Time Notifications - Alerts/Notifications - Employee Management - Real-Time Reporting - AI Copilot - Keystroke Recording - Productivity Analysis ## Top OpenText Contact Center Analytics Alternatives - [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 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