PRODUCT OVERVIEW

OpenText™ Qfiniti AutoScore Cloud Edition (CE)
Automate the identification, scoring, and tracking of agent behaviors andcustomer experiences in all recorded calls using advanced speech analytics

Product highlights

Using random sampling of recorded calls to conduct
one-on-one agent coaching has long served as an effective

Measure agentand customer
behaviors

method to improve contact center performance. For reporting
purposes however, the number of reviewed calls is extremely
small and therefore cannot include every type of interaction.
This traditional quality assurance (QA) model cannot represent

Calibrate and tune
scoring models

the statistically valid sample set necessary for consistent andaccurate scoring. To rely on just a few interactions among
thousands fails to provide a balanced measure for employee

Improve scoringoutcomes using
built-in capabilities

performance and/or compensation reviews. More significantly,
when used to make business-critical decisions, random callsampling can result in even greater shortcomings—both within
and beyond the contact center.

Link OpenText™
Qfiniti AutoScore
results

OpenText Qfiniti AutoScore addresses the limitations of random sampling using
advanced speech analytics to analyze every single recorded call and then identify,score, and track agent behaviors and customer experiences. Contact center
analysts and supervisors are no longer restricted by such a small sample of calls to
inform their agent coaching process or understand customer behaviors. To compete
in today’s marketplace with superior service, it’s critical that your agent performanceand customer engagement initiatives take full advantage of the valuable information
contained in each and every voice recording. Yet, relatively few contact centers
analyze every voice interaction using standard scoring criteria, even though mosthave deployed full-time call recording.

Product highlights• Measure agent and customer
behaviors with unprecedented
accuracy and in real time acrossall voice interactions• Leverage unparalleled flexibility
to define behaviors and uncover
their impact within specificbusiness contexts• Calibrate and tune scoring models
within minutes instead of days
• Improve scoring outcomes using
built-in capabilities to train thespeech recognition process• Link OpenText™ Qfiniti AutoScoreresults to questions in anevaluation form for auto-answer

Automatically measure agent script adherence andskills proficiency
Qfiniti AutoScore can automatically measure script adherence and degrees of skills
proficiency across all recorded customer calls, and apply consistent performancestandards to all voice interactions in a highly calibrated manner. Script and skills
standards can be customized per project, line of business, or agent group, or canbe configured to measure all agents against a universal standard.
Qfiniti AutoScore supplements traditional QA efforts and measures an unlimited
number of customer voice interactions. This information can facilitate shorter
manual scorecards and shorter coaching discussions. Contact centers can use thistime savings to:Focus on certain agent behaviors that Qfiniti AutoScore may not easily detect• Address operational and customer opportunities more effectively exposed
by Qfiniti AutoScore• Provide additional help and coaching to those agents
identified as at-risk• Configure, validate, and calibrate Qfiniti AutoScore settings• Free up QA staffing for additional projects
Using Qfiniti AutoScore search, contact center leaders can filter results by topics,agents, teams, products, and interaction outcomes, and then drill down to the mostrelevant and critical calls without having to wait for manual evaluations tobe completed.

All recordedinteractions

1%
Measuredusing
QA process3%
Measuredusing
surveys

Most contact centers do not measure quality or customer satisfaction
for the vast majority of customer interactions.
Instead of taking days or weeks to recognize agent performance trends,
contact centers can use Qfiniti AutoScore to instantly identify ongoing problems
and validate coaching results, without having to listen to additional calls.

OpenText™ Qfiniti AutoScore

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From a high-levelview ofinteractions,analysts andsupervisors candrill down to themost relevant
calls automatically
identified by
Qfiniti AutoScore
as indicative ofspecific agent
or customer
behaviors.

Augment customer experience measurement
Because customers are more connected than ever to one another, they have cometo expect exceptional service and are eager to share their opinions with others.
For this reason, customer experience (CX) measurement is a contact center
imperative for three primary reasons:
1. Organizational engagement: Contact centers with a structured meansof collecting customer information are better able to inform the organization
regarding the needs and values of the customer.
2. Customer satisfaction: CX measurement provides a more efficient meansof assessing satisfaction drivers so that efforts can be focused on improving
the customer experience.
3. Program effectiveness: Consistent customer experience scoring provides themeans to effectively measure the success of ongoing improvement initiatives.
Qfiniti AutoScore can monitor customer language in all recorded interactions
and can automatically assign a customer satisfaction score to words that convey
satisfaction, frustration, or even indicate that a customer might be likely to stop
doing business with your company.
Using Qfiniti AutoScore to supplement other customer experience measurement
tools and methods—such as survey results (NetPromoter, Customer Satisfaction,Customer Effort scores, etc.), KPI tracking (churn rate, first call resolution, etc.),
or social media monitoring—can help shift customer experience from good to great,
thereby helping you achieve a significant advantage over your competition.

OpenText™ Qfiniti AutoScore

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Benefit from a powerful measurement process
Qfiniti AutoScore provides significant visibility into contact center performanceplus additional insights not available through traditional measurement methods.
This unique, flexible measurement process is easy to configure and meets a varietyof business needs.
1. User-configured lexicons: Create lists of words and phrases which, when spoken
by the agent or customer, indicate that a specific performance or CX objective
has been completely, partially, or not at all met.
2. Flexible scoring model: Configure how the use of word groups spoken by theagent or customer will affect the score of each call for that category.
3. User-defined call selection: Define any group of calls to measure using criteria
determined for the category.
4. Open analytics configuration: Validate results and quickly tune themeasurement engine to ensure the highest possible degree of accuracy.
5. Advanced filtering: View scored results for all calls by team, agent, site, type ofcall, line of business, etc.
6. Scorecard integration: Use Qfiniti AutoScore to score questions in OpenText™
Qfiniti Advise, reducing the time needed to complete a manual scorecard.
Compared to competitive products, only Qfiniti AutoScore allows users to viewand configure word lists for automatic scoring, score against lists of specificwords or related topics, and fine-tune the analytics engine within the userinterface at no extra cost and with immediate re-alignment results. In addition,
Qfiniti AutoScore allows analysts and supervisors to update scoring parametersin real time.
Qfiniti AutoScore
provides flexible
scoring models formeasuring bothagent and customer
behaviors in realtime and across all
interaction touchpoints.

OpenText™ Qfiniti AutoScore

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Leverage analytics-enabled scoring for rapid ROI
Using advanced pattern-matching analytics to quantify and categorize language
used by agents and customers in real time and at big data scale, Qfiniti AutoScore
enables contact centers to achieve four common contact center objectives:
1. Reduce operating expenses
2. Provide outstanding customer experiences
3. Increase revenue
4. Reduce customer churnAlthough it is sometimes difficult to estimate ROI savings and incremental
revenue potential, contact center leaders understand the hidden costs of script
non-compliance, such as lost sales opportunities, increased errors, and customer
or agent misunderstandings. In many regulated verticals and BPO deployments,
companies face financial penalties and increased legal exposure due to script
non-compliance. Instead of relying on a time-consuming manual process to deliver
an inadequate number of non-compliance notifications, Qfiniti AutoScore enables
real-time notifications for all recorded voice interactions—potentially resulting
in a higher, more rapid return on your investment.

OpenText Qfiniti AutoScore benefits

For thecustomer• Higher level of service• Better likelihood of first-callresolution• Automatic voice in theimprovement process

OpenText™ Qfiniti AutoScore

For theagent• Script and skills feedback
against all calls• Consistent script, skills, andCX measurement• Better coaching for allrequirements

For thecompany• Enhanced QA and CX measurement• Reduced expenses• Rapid ROI• Decreased customer attrition• Higher customer loyalty

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OpenText WFO software portfolio

Setting a new benchmark for workforce optimization, the OpenText WFO software
portfolio includes the full suite of OpenText Qfiniti products, engineered to operate
seamlessly together. They can be deployed as a single, comprehensive solution
or as individual, standalone products to solve your most urgent contact center
management needs. OpenText™ Explore delivers Voice of Customer, speech, andmultichannel analytics; and OpenText™ Qfiniti Managed Services provides the entire
Qfiniti portfolio on a managed, high density server system.
opentext.com/qfiniti

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.

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