PRODUCT OVERVIEW

OpenText™ Qfiniti Live Cloud Edition (CE)Leverage real-time speech analytics to gain superior customer insights andprovide real-time guidance to your contact center agents

Improve agent
performance, reduce
caller frustration,and help prevent
employee churn

Qfiniti Live’s real-time analytics applies speech processing
and sentiment analysis to live conversations. Providing context
sensitive information to contact center agents. Agents gain,
in real-time, invaluable customer insights that help themadapt and tune their conversations to provide a better overallcustomer experience, reduce agent effort, drive first call toIncrease customer
retention by solving
issues on the first call
Identify customer
real needs andrealize upselling
opportunities
Detect agent
call handling
deficiencies andimprove call quality

resolution and greatly increase customer satisfaction.
Listening to your customers is a key component of customer loyalty and encouraging
near flawless conversations increase customer satisfaction and improve the overallcustomer experience. Organizations need to differentiate themselves and as suchthey are looking for solutions that understand phone conversations in real-time andautomatically alert contact center agents or customer service representatives withthe most contextual thing to say, live on each call. This is in contrast to the traditional
speech analytic solutions that illustrate recorded call information only after the factwhich is a loss opportunity to make a difference by enabling agents to provide themost precise information to their customers.
Organizations that value high-quality phone conversations gain the most fromreal-time speech analytics. The call’s value is the essence of it all. As the call value
surges so to get conversation right. With Qfiniti Live real-time speech analytics,
call center agents will receive on-the-call guidance throughout their customer
call engagement. Qfiniti Live will safeguard an agent’s ability to say the correct
information or context during every single customer conversation. With Qfiniti
Live’s powerful, real-time speech analytics engine your contact center agents will
effectively use the correct conversation protocol on every single phone call.

Reduce Customer Service Response Times
Because Qfiniti Live real time speech analytics capability, is fully integrated into
our Qfiniti Product Suite your organization will be able to take advantage on theintrinsic capabilities the solution has in listening to a customer expressing a concern
about a product. Qfiniti Live will understand the nature of the concern, on the spot,
and it will present the agent with decision support information that can be used tosolve the customer’s problem in a timely manner. This will have a positive impact
on several contact center Key Performance Indicators (KPIs). The real-time speech
analytics solution will detect customer questions and automatically provide agentswith correct answers, reducing overall wait times and avoiding errors. The solution
is a capable of recognizing what the customer is complaining about. Enterprises
with multiple product or service offerings, can differentiate themselves, elevatetheir brand and increase CSAT and NPS scores.

Uncover a sales opportunity during a call

Real-time caller diarization withvisual sentiment cues

During an active support call, the customer might have mentioned a topic unrelated tothe matter being discussed with the agent. The agent does not connect the customer
topic to a sales opportunity because for one, the agent does not consider it asimportant topic because it was totally unrelated to the matter at hand. Alternatively,
the agent is not aware of the most recent marketing sales offering available
promoting a new product or service. However, with a real-time speech analytics
solution in place the business will not miss out on the sale opportunity because
it will recognize the topic being discussed in real-time against the predefinedsales matching rules and immediately the agent will be notified on the active salespromotions and any other product or services that match the need of the customer.

Improve customer retention rates
Spot risk keywords and phrases as they occur and prevent the customer fromreturning your product, cancelling your service or contract. Based on the keywords
and phrases the agent and customer have spoken, real-time call auto scoring cantrigger signals that can prompt agents to transfer that call to a loyalty specialist tocorrect the customer’s situation. Alternatively, that same trigger threshold can beused to alert contact center supervisors to intervene while the customer is still on
the line with the agent. Then, the supervisor can apply any retention strategies
available and apply them accordingly to prevent the customer from cancelling,
asking for a refund and leaving your business for good.

Boost agent training and quality
Qfiniti Live helps you to easily identify underperforming agents that lack productknowledge or have insufficient awareness of company policies. Managers andtrainers will be able to correct poor agent behaviors, take corrective actions andmake the necessary staffing adjustments to prevent customer dissatisfaction andcostly repeat interactions.

Reduce compliance and legal risks
Real-time analytics can be leveraged to help your organization identify and reduce legalrisks in an ever-changing regulatory environment where it is hard for agents to be awareof what can or cannot be said. Qfiniti Live can automatically detect high risk statements
and trigger corrective guidance during the live call. Prevent costly penalties or lawsuitsthat can have a negative effect on the company’s bottom line and overall profits.
Agent aid prompts based on
caller sentiments
OpenText™ Qfiniti Live Cloud Edition (CE)

Qfiniti Live provides agents with instant and personalized coaching based on liveanalysis. For agents it is like having a virtual and personal coach on every call to2/3

point out their mistakes and guide them through call script, problem resolution and
key words adherence. Rest assure that agents are far more likely to provide all thenecessary information during the first call. Therefore, Qfiniti Live will improve youragent performance and result in significant improvements in key metrics such as infirst call resolution and average handle times, and customer call backs.
FeatureBenefits

Real-time sentiment

Automatically track agent and caller sentiment throughout the call.

Assisted data entry

Create information buffers so that agents can paste information directly into forms.

Real-time transcription display

Display live transcriptions on agent desktop.

Call summary

Provides call summarization immediately after live call is terminated.

Speech-to-text microservice

Speech-to-text cloud native microservice that can support multiple
cloud environments.

APIInterface ready that supports customer-built applications for next best action
and big data analytics.

Rules engine

Rules engine that connect inputs to actions throughout the Qfiniti suiteof applications.

Real-time STT scheduler

Real-time speech-to-text scheduler to define which agents, teams and calls
get transcribed in real-time for on the spot analysis.

Interaction

RecordingInteraction
RecordingDesktop• Quality
Monitoring• Application
Monitoring• Metadata
Attach• Evaluation
Planning• Real-Time
Guidance• Muting andMasking• PCI DSS

Muting and
Masking

Quality
Monitoring

PCI DSS
Compliant
QfinitiMetadata
AttachQfiniti

Evaluation
Planning
QfinitiQfinitiObserve

Qfiniti
ICE

Qfiniti
AdviseObserve

DesktopManagement
Performance
Management• Multichannel
CaptureMulti-channel
CompliantCapturePerformanceControl
Desktop
Control

ICE

AdviseAnalytics
Desktop
Analytics

Customer

Surveys
Customer
Surveys• Multichannel
Surveys• Inbound

Application
Monitoring

Multi-channel
andSurveysOutboundReal-Time
Guidance
QfinitiInbound andOutboundQfiniti VoC

Optimize

VoC

SurveyWorkforce
Management

Workforce
Management

OnlineTraining

OnlineTraining• SchedulingandForecasting• Integrated
e-Learning• Mobile

Integrated
e-Learning

SchedulingandEngagement
Forecasting
MobileEngagement
QfinitiWorkforce• SCORMCompliant

SCORM

Compliant
QfinitiExpertQfinitiQfinitiQfinitiQfiniti
OpenText
Qfiniti Cloud
Edition (CE)
Optimize
SurveyWorkforce
ExpertWorkforce Engagement Management

VoC Analytics

VoC
Analytics

Analytical

Scoring
Analytical
Scoring• Multichannel
Connectors• AutomatedScoring• Centralized
Multi-channel
VoC

Automated
Scoring

Connectors
Centralized

VoC
Qfiniti
ExploreQfiniti
Explore• Speech
EnabledSpeechReal-Time

SpeechReal-Time
Analytics
Speech• Analytics
Decision
Engine• Real-time
A PIs

Decision
EngineReal-time

EnabledQfiniti
AutoScore

APIs
QfinitiLive

Qfiniti
AutoScoreQfiniti
LiveOpenText
CloudServices
Edition (CE)
Qfiniti Qfiniti
ManagedWorkforce
Engagement
Management
Managed and Cloud Services

Cloud

Qfiniti Managed Services
Managed and Cloud Services

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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