--- 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: '2026-07-13' 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 appreciate the **centralization of modules** in OpenText Contact Center Analytics, enhancing management and usability significantly. (1 reviews) - Users appreciate the **integrated data management** in OpenText Contact Center Analytics, enhancing usability and efficiency across modules. (1 reviews) - Users value the **integrated modules** of OpenText Contact Center Analytics, simplifying management and enhancing usability. (1 reviews) - Users value the **easy integrations** of OpenText Contact Center Analytics, simplifying management across unified modules seamlessly. (1 reviews) - Users value the **integration of all modules** in OpenText Contact Center Analytics, simplifying management and usability. (1 reviews) - Integrations (1 reviews) **What users dislike:** - Users find the **complexity** of certain features requires more training than provided, affecting their overall experience. (1 reviews) - Users find the **complex setup** challenging, needing extensive training to navigate certain features effectively. (1 reviews) - Users find certain features of OpenText Contact Center Analytics to be **complex and requiring extensive training** for effective use. (1 reviews) - Users often face **insufficient training** , leading to difficulties in navigating complex features and configurations effectively. (1 reviews) - Users struggle with the **lack of training** , finding certain features complex and needing more in-depth 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?section=pricing&secure%5Bexpires_at%5D=2026-07-13+14%3A20%3A51+-0500&secure%5Bsession_id%5D=fc8987b7-893f-4d19-bf6e-e8838462a66d&secure%5Btoken%5D=1b60a87990652cf83295ef68cc604370d6514c415874c8d7b978b67827fd376d&format=llm_user) ## OpenText Contact Center Analytics Features **Quality Assurance** - Evaluation - Calibration - Reports **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access **Platform** - Health Score - Customer Profiles - Notifications **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - AI Image-to-Text **Survey Management** - Brand Design Consistency - Survey Deployment - Feedback Collection - Device Responsiveness **Monitoring** - Interactions - Web & Application Usage - Mobile App Usage - Screenshots - Web Blocking **Engagement** - Feedback - Dashboards - Training **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Predictions** - Service Quality Assurance - Analytics - Revenue Impact - Artificial Intelligence - Sentiment - Retention **Process Management** - Feedback Aggregation - Trigger Alerts - Real-Time Analysis - Real-Time Action **Activity Monitoring - Employee Monitoring** - Calls - Email Activity Tracking - Social Media Activity Tracking - Live Chat **Performance** - Integrations - Compliance **Generative AI** - AI Text Generation - AI Text Summarization **System Management** - Security - System Monitoring **Feedback** - Archives **Generative AI** - AI Text Generation - AI Text Summarization **Productivity Analytics - Employee Monitoring** - Project - Hours - Intelligence - Burnout Indicators ## 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) - 4.4/5.0 (2,441 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (599 reviews)