--- 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 Pros and Cons: Top 5 Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users value the **centralized platform** of OpenText Contact Center Analytics for its ease of management and streamlined usage. [(1 mentions)](https://www.g2.com/products/opentext-contact-center-analytics/reviews?filters%5Bsentiment_snippet%5D=1794968&qs=pros-and-cons#reviews) Users value the **integrated platform** of OpenText Contact Center Analytics, simplifying data management and usage significantly. [(1 mentions)](https://www.g2.com/products/opentext-contact-center-analytics/reviews?filters%5Bsentiment_snippet%5D=1794708&qs=pros-and-cons#reviews) Users appreciate the **ease of use** of OpenText Contact Center Analytics due to its integrated platform for management. [(1 mentions)](https://www.g2.com/products/opentext-contact-center-analytics/reviews?filters%5Bsentiment_snippet%5D=1794694&qs=pros-and-cons#reviews) Users value the **easy integrations** of OpenText Contact Center Analytics, simplifying management across all modules in one platform. [(1 mentions)](https://www.g2.com/products/opentext-contact-center-analytics/reviews?filters%5Bsentiment_snippet%5D=1795024&qs=pros-and-cons#reviews) Users value the **integrated modules** of OpenText Contact Center Analytics, simplifying management and enhancing usability. [(1 mentions)](https://www.g2.com/products/opentext-contact-center-analytics/reviews?filters%5Bsentiment_snippet%5D=1794642&qs=pros-and-cons#reviews) Users note the **complexity** of certain features, highlighting the need for more extensive training to fully utilize the product. [(1 mentions)](https://www.g2.com/products/opentext-contact-center-analytics/reviews?filters%5Bsentiment_snippet%5D=1795046&qs=pros-and-cons#reviews) Users note the **complex setup** of OpenText Contact Center Analytics, necessitating additional training for effective use. [(1 mentions)](https://www.g2.com/products/opentext-contact-center-analytics/reviews?filters%5Bsentiment_snippet%5D=1794678&qs=pros-and-cons#reviews) Users find the **complexity of certain features** necessitates additional training, which may not be provided. [(1 mentions)](https://www.g2.com/products/opentext-contact-center-analytics/reviews?filters%5Bsentiment_snippet%5D=1794857&qs=pros-and-cons#reviews) Users feel there is **insufficient training** provided, making it difficult to fully utilize complex features effectively. [(1 mentions)](https://www.g2.com/products/opentext-contact-center-analytics/reviews?filters%5Bsentiment_snippet%5D=1794770&qs=pros-and-cons#reviews) Users experience a **lack of training** , finding some features complex and difficult to navigate without proper guidance. [(1 mentions)](https://www.g2.com/products/opentext-contact-center-analytics/reviews?filters%5Bsentiment_snippet%5D=1794726&qs=pros-and-cons#reviews) ### 5 Pros or Advantages of OpenText Contact Center Analytics ##### 1. Centralization Users value the **centralized platform** of OpenText Contact Center Analytics for its ease of management and streamlined usage. [ See 1 mentions ](https://www.g2.com/products/opentext-contact-center-analytics/reviews?filters%5Bsentiment_snippet%5D=1794968&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Small-Business (50 or fewer emp.) 3.0/5 "It did the job" What do you like 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. ##### 2. Data Management Users value the **integrated platform** of OpenText Contact Center Analytics, simplifying data management and usage significantly. [ See 1 mentions ](https://www.g2.com/products/opentext-contact-center-analytics/reviews?filters%5Bsentiment_snippet%5D=1794708&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Small-Business (50 or fewer emp.) 3.0/5 "It did the job" What do you like 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. ##### 3. Ease of Use Users appreciate the **ease of use** of OpenText Contact Center Analytics due to its integrated platform for management. [ See 1 mentions ](https://www.g2.com/products/opentext-contact-center-analytics/reviews?filters%5Bsentiment_snippet%5D=1794694&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Small-Business (50 or fewer emp.) 3.0/5 "It did the job" What do you like 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. ##### 4. Easy Integrations Users value the **easy integrations** of OpenText Contact Center Analytics, simplifying management across all modules in one platform. [ See 1 mentions ](https://www.g2.com/products/opentext-contact-center-analytics/reviews?filters%5Bsentiment_snippet%5D=1795024&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Small-Business (50 or fewer emp.) 3.0/5 "It did the job" What do you like 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. ##### 5. Features Users value the **integrated modules** of OpenText Contact Center Analytics, simplifying management and enhancing usability. [ See 1 mentions ](https://www.g2.com/products/opentext-contact-center-analytics/reviews?filters%5Bsentiment_snippet%5D=1794642&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Small-Business (50 or fewer emp.) 3.0/5 "It did the job" What do you like 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. ### 5 Cons or Disadvantages of OpenText Contact Center Analytics ##### 1. Complexity Users note the **complexity** of certain features, highlighting the need for more extensive training to fully utilize the product. [ See 1 mentions ](https://www.g2.com/products/opentext-contact-center-analytics/reviews?filters%5Bsentiment_snippet%5D=1795046&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Small-Business (50 or fewer emp.) 3.0/5 "It did the job" 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 ge ##### 2. Complex Setup Users note the **complex setup** of OpenText Contact Center Analytics, necessitating additional training for effective use. [ See 1 mentions ](https://www.g2.com/products/opentext-contact-center-analytics/reviews?filters%5Bsentiment_snippet%5D=1794678&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Small-Business (50 or fewer emp.) 3.0/5 "It did the job" 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 ge ##### 3. Complex Usability Users find the **complexity of certain features** necessitates additional training, which may not be provided. [ See 1 mentions ](https://www.g2.com/products/opentext-contact-center-analytics/reviews?filters%5Bsentiment_snippet%5D=1794857&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Small-Business (50 or fewer emp.) 3.0/5 "It did the job" 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 ge ##### 4. Insufficient Training Users feel there is **insufficient training** provided, making it difficult to fully utilize complex features effectively. [ See 1 mentions ](https://www.g2.com/products/opentext-contact-center-analytics/reviews?filters%5Bsentiment_snippet%5D=1794770&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Small-Business (50 or fewer emp.) 3.0/5 "It did the job" 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 ge ##### 5. Lack of Training Users experience a **lack of training** , finding some features complex and difficult to navigate without proper guidance. [ See 1 mentions ](https://www.g2.com/products/opentext-contact-center-analytics/reviews?filters%5Bsentiment_snippet%5D=1794726&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Small-Business (50 or fewer emp.) 3.0/5 "It did the job" 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 ge ## Top-Rated Alternatives [ ![NICE CXone](https://images.g2crowd.com/uploads/product/hd_favicon/7bd619f3d579628eacc5bbf828c6f8f3/nice-cxone.svg "NICE CXone") NICE CXone 4.3/5(1,730) ](https://www.g2.com/products/nice-cxone/reviews) [ ![Talkdesk](https://images.g2crowd.com/uploads/product/hd_favicon/e5d8a3a3c9ff90541ffb5e4cf13b063f/talkdesk.svg "Talkdesk") Talkdesk 4.4/5(2,568) ](https://www.g2.com/products/talkdesk/reviews) [ ![Five9 Intelligent Cloud Contact Center Platform](https://images.g2crowd.com/uploads/product/hd_favicon/e0ad7f44157bc23e8fc8399905b408a0/five9-intelligent-cloud-contact-center-platform.svg "Five9 Intelligent Cloud Contact Center Platform") Five9 Intelligent Cloud Contact Center Platform 4.1/5(625) ](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) [ View All Alternatives ](https://www.g2.com/products/opentext-contact-center-analytics/competitors/alternatives) CK Claudia K. Senior Manager, Telecom Contact Center Operations Enterprise (\> 1000 emp.) 3/12/2024 "The Reliable Call Recording Platform" 4.5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Manufacturing](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Manufacturing") UM Verified User in Manufacturing Small-Business (50 or fewer emp.) 10/24/2024 "It did the job" 3/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. What problems is OpenText Contact Center Analytics solving and how is that benefiting you? None, at the moment but it did help with QA. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Verified User in E-Learning](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in E-Learning") UE Verified User in E-Learning Enterprise (\> 1000 emp.) 3/31/2023 "As a user, Qfiniti works well and does exactly what it's supposed to do." 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Lorne W.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Lorne W.") LW Lorne W. Contact Center Customer Strategy Specialist, Master Enterprise (\> 1000 emp.) 9/17/2021 "Way better than the rest with a much lower TCO." 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Recommendations to others considering OpenText Contact Center Analytics: Most definitely worth a look. Review collected by and hosted on G2.com. 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, Review collected by and hosted on G2.com. Show More 9/17/2022 Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Leisure, Travel & Tourism](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Leisure, Travel & Tourism") AL Verified User in Leisure, Travel & Tourism Enterprise (\> 1000 emp.) 8/31/2021 "Easy to Use, Easy to Support" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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