SOLUTION OVERVIEW

OpenText™ Qfiniti Cloud Edition (CE)
Capturing experiences to drive engagement

Lowered averagehandle time (AHT)by up to 20% at a
global hotel chain

OpenText Qfiniti sets the benchmark for workforce

Increased firstcontact resolution(FCR) by more than
72% for a top 10
European bankstandalone product as necessary to solve the most urgent

optimization and speech analytics with a highly integrated
and modular product suite. Engineered to operate seamlessly
together, each component can also be deployed as acontact center management needs.
Delivering premium customer service is a powerful competitive differentiatorin today’s marketplace, making contact center performance crucial to success.
To keep customer satisfaction high, organizations must be able to measure andunderstand interactions to know they are meeting customer needs and identifying
opportunities for agent workforce improvement.
Our OpenText Workforce Optimization and Speech Analytics software is made up
of two main product suites, Qfiniti and Explore. The Qfiniti suite delivers a unified,modular and centrally managed platform for multichannel interaction analysis, withreal-time agent support and contact center performance management capabilities.
By automatically delivering relevant, accessible, actionable customer intelligence,
Qfiniti helps organizations understand the meaning of customer interactions anddeliver outstanding service across the globe. The solution can be deployed as a
Cloud managed service, SaaS or a hybrid model to reduce total cost of ownershipand support integrations with partners such as Amazon Connect, Genesys Cloud,Twilio Flex, RingCentral, NICE inContact, Avaya and Cisco.

Integrated, modular product suite"We wanted to have aconsistent experience atevery touch point, and that’s
where OpenText™ Qfiniti
has been able to help us
with that focus. It helps us
identify real-time feedback
from our customers so that
we can proactively address
any concerns. Our focus is
to continually provide an
excellent experience for ourcustomer, and obtaining
this type of analytics is key
to our success.”
Sharon Bailey
VP of Customer Care and VOC
HSN

Call and screen recording, agent evaluation, real-time assistance, automated scoring,survey, training and workforce management products share a unified user interface
and integrated analytics to help businesses deliver true quality performance.

Maximize workforce and customer engagement
Streamlined staffing, scheduling and training lead to happier, more engaged
employees, which helps increase retention. Advanced speech, voice of customer
and multichannel analytics provide actionable insights into customer behavior.

Optimize performance management
Automated scoring and reporting help organizations maintain consistent quality
measurement and fast, effective coaching.

Manage regulatory demands
Intelligent masking and muting with metadata attached automates theadministration of PCI and HIPAA compliance.

Drive continuous process optimization
Real-time agent guidance and desktop automation deliver average handle time
control and cost savings while reducing customer effort.

Measure agent and customer behaviors
Flexible scoring models can help organizations define and calibrate the interaction
behaviors most relevant to their business context.

Optimize call handling
Leverage real-time speech analytics for speech identification and sentiment
analysis to live customer conversation providing your contact center agents withinsights and context-sensitive information based on what the customer is saying
and how they are saying.

Real-time speech transcription andanalytics with agent caller prompts

OpenText™ Qfiniti Cloud Edition (CE)

OpenText Qfiniti Evaluation Plan Summary

2/5

OpenText Qfiniti Team Overview

Customer Insights Dashboard

Forecasting, planning and scheduling

OpenText™ Qfiniti Cloud Edition (CE)3/5

Voice and Screen Recording Player
ProductsBenefits

Qfiniti Observe

Records the agent's voice and screens all the time or randomly, so recordings canbe used to facilitate quality assurance and provide coaching tools, such as voicefile visualization, CTI and coaching markers

Qfiniti ICE

Enables business-defined triggers to identify sensitive PCI or HIPAA-regulated
data within voice, text or screen recordings and automatically mask or mute theinformation based on business needs

Qfiniti Advise

Facilitates quality management, coaching and performance management throughconsistent evaluation forms, automated scoring, on-the-fly coaching tips andevaluation plan management

Qfiniti Optimize

Delivers powerful desktop analytics for measuring and reporting on user
processes, automating workflows and real-time, contextual guidance to front andback office agents. Workflow information can be gathered across the workforce
for aggregated reporting and then filtered so the data may be reviewed by group,
team or region

Qfiniti Survey

Provides two ways to survey the customer via email with a web-based survey
or after a call using IVR technology. Feedback from either source is linked to theagent who handled the call. Post-call survey results are also linked to the callrecordings, providing effective drill-down to the root cause and effectQfiniti AutoScore

Automates the identification, scoring and tracking of agent behaviors andcustomer experiences in all recorded calls using advanced speech analytics, andlinking analytics-driven scoring to questions in Qfiniti Advise

Qfiniti Workforce

Optimizes multi-skilled forecasting and scheduling, agent shift bidding andschedule changes through an intuitive mobile app, intraday management andadvanced agent adherence

Qfiniti Expert

Provides the ability to attach text notes, screen annotations, bookmarks andcoaching comments directly to a recording or scorecard. Supervisors can assign
eLearning assets directly to an agent evaluation without having to exit the process.

Qfiniti Live

Provides agents with instant and personalized coaching based on live analysis.
For agents it is like having a virtual and personal coach on every call to point out
their mistakes and guide them through call script, problem resolution and key
words adherence.

Qfiniti Explore

Delivers multichannel analytics that aggregates data from social media sites, blogs
and forums to automatically identify emerging trends to get a data-driven, nearreal-time picture of what is being said about their company and competitors fromnews organizations across the world.

OpenText™ Qfiniti Cloud Edition (CE)4/5

Interaction
RecordingDesktop
Control

Performance
Management

Desktop
Analytics

Customer
Surveys

Workforce
Management

OnlineTraining

VoC
Analytics

Analytical
Scoring

Real-Time
SpeechAnalytics• Multi-channel
Capture• Muting andMasking• Quality
Monitoring• Application
Monitoring• Multi-channel
Surveys• Integrated
e-Learning• Multi-channel
Connectors• AutomatedScoring• Decision Engine• PCI DSS
Compliant• Metadata
Attach• Evaluation
Planning• Real-Time
Guidance• Inbound andOutbound
VoC• SchedulingandForecasting• SCORM
Compliant• Centralized
VoC• Speech
EnabledQfinitiObserve

Qfiniti ICE

Qfiniti Advise

Qfiniti
Optimize

Qfiniti Survey

Qfiniti Expert

Qfiniti Explore

Qfiniti
AutoScore• MobileEngagement

QfinitiWorkforce• Real-time APIs

Qfiniti Live

OpenText Qfiniti Cloud Edition (CE)Workforce Engagement Management

About OpenText
See the demo
Learn more

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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