SOLUTION OVERVIEW

OpenText™ Explore Cloud Edition (CE)Discover valuable insights from speech, voice of the customer andmultichannel analytics

10x: Convert speech
to text 10 times fasterToday’s customers use many communication channels and100%: Analyze allvoice interactions
affordably with simple
agent pricing

interactions or compile them for sharing with decision makers.

40: Support for
40 languages anddialects with industryleading speech engine

picture of customer behaviors and relationships.

10 Channels:
Aggregate data fromvoice calls, chat,email, CRM notes,
Twitter, Facebook,blogs, point-of-sale,forums and news

touch points to engage with companies, but most businesses
can’t understand the patterns and trends within thoseMoving beyond disparate customer interaction data is thefirst step in being able to identify the insights that will improveyour business. OpenText™ Explore allows organizations to view
cross-channel interactions collectively for a comprehensive
Explore is powered by OpenText™ Magellan™, the flexible artificial intelligence(AI) and analytics platform that combines open source machine learning withadvanced analytics, enterprise-grade business intelligence and capabilities toacquire, merge, manage and analyze big data and big content. Explore leverages
components of Magellan to deliver insights from unstructured speech data,
including powerful natural language processing capabilities for concept identification,categorization and sentiment analysis. Explore delivers unmatched insight into customer
interactions, allowing contact center professionals and marketers to discover the“unknown unknowns” hidden in customer behaviors and feedback. By understanding
information as humans do and identifying and prioritizing concepts across voice, text
and social media interactions, Explore avoids relying solely on tags, keywords or
metadata and lets the data tell the story.

Rich speech analytics
Explore automatically organizes and understands customer conversations to takeadvantage of the rich insights in phone conversations.

Automatically score interactions“We thought it was goingto take 90 days to launcha speech analytics engine
for a new advocacy
program, but with the helpof the OpenText leadershipteam, it was accomplishedin the kickoff meeting.”
Tracey Strassner
Senior Director of Customer Solutions
Technology Planning & Operations
AsurionLeverages flexible agent and customer behavior scoring models to defineinteraction outcomes, score behaviors and link those results to quality monitoring
evaluation forms in OpenText™ Qfiniti Advise.

Multichannel analytics
Organizations can also use Explore to aggregate data from social media sites,
blogs and forums to automatically identify emerging trends to get a data-driven,
near real-time picture of what is being said about their company and competitorsfrom news organizations across the world.

Aggregate all data sources regardless of channel
Explore brings together all channel data within one application so users can look acrossdata types and formats to gain a conceptual understanding of the entire collection ofingested data; aggregate call recordings and customer service chat sessions, as well as
point of sale, CRM notes, social media, blogs, forums and news interactions.

Automatically cluster data to discover emerging trends
Users can understand emerging topics within their data by automatically organizing
data into logical, similar groups (or clusters). Explore enables contact center professionals
to quickly see which concepts reside in their cross-channel interactions without having
to manually analyze and categorize data, which are both time and resource-consuming.
Automatic clustering and user-defined searches within Explore offer drill-down lists
that link directly to related call recordings, chat sessions, social media posts and more.

Measure agent performance
Explore automates the measurement of script adherence and skills proficiency
across all voice interactions.

Take sentiment detection to the next level
Explore does not rely on pre-determined business rules to understand sentiment
but instead analyzes smaller components of sentiment called Vibe from aconceptual standpoint—one phone call or blog post may have several elementsof Vibe, some negative, some positive—which provides a more nuanced
understanding of any interaction.
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Benefit from automatic alerting and tagging
Once an emerging trend has been discovered, Explore offers outgoing alert
capabilities that users can set based on several criteria, such as a periodic alertcontaining the results of a conceptual search. Explore can also automatically tag
certain channel interactions based on satisfying a conceptual query for an action,such as contact center agent follow-up.

Rely on a customizable web interface
Explore provides a browser-based front-end chart package that is highly
configurable based on business users and their corresponding role and related
permissions within an organization. The Explore browser-based dashboard is highly
configurable based on user profile.

Voice of the Customer and Smart campaign analytics
With Explore, organizations can gain insights from data across every customer
touch point, including real-time call center recordings, web activities, customer
survey verbatim comments and social media chatter. In addition, Explore analytics
automates the delivery of OpenText™ Qfiniti Survey smart campaigns and trigger
surveys to customers with robust campaign controls.
With Qfiniti integration, Explore provides powerful Voice of the Customer (VoC)
analytics capabilities for customer feedback collected in the contact center andacross the broader enterprise. OpenText enables a truly holistic, 360-degree VoC
approach by collecting and analyzing customer feedback in three ways:• Ask: Qfiniti Survey collects direct inbound and outbound responses in the form ofcustomer satisfaction surveys.
• Listen: Explore captures indirect customer feedback through advanced
speech analytics.
• Connect: OpenText™ Qfiniti ICE enriches the content of customer interactions
by automatically assigning metadata points from CRM and CTI to identify inferred
feedback from every customer interaction.

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By connecting the dots from all three feedback types, this broad and deep VoC
solution rewards not only the customer but also the employee and the business.

See the demo
@OTQfiniti
Learn more

The customer appreciates:• Reduced survey fatigue by activating smart campaigns• Providing contextual feedback from each interaction within the complete
inferred picture.
• Having surveys delivered through preferred channels.
The workforce benefits from:• Customer behavior insights—analyzed across every customer touch point—that
reveal fixes to broken processes and opportunities to streamline bottlenecks.
• Streamlined coaching and eLearning from survey responses that are linked
directly to recorded interactions.
The enterprise thrives on:• Direct and comprehensive customer feedback provided by rich VoC insights
into expectations, behaviors and opinions.
• Higher stock valuations over time (according to research) when compared tolaggards that are less customer-focused

About OpenText
OpenText, The Information Company, enables organizations to gain insight throughmarket leading information management solutions, on-premises or in the cloud. For
more information about OpenText (NASDAQ: OTEX, TSX: OTEX) visit: opentext.com.

Connect with us:• OpenText CEO Mark Barrenechea’s blog
• Twitter | LinkedIn

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