OpenText Contact Center Analytics
Last Updated
Overview
OpenText Contact Center Analytics helps businesses turn customer conversations into actionable intelligence to improve service quality. While manual data classification remains a possibility, the software automates sentiment detection and performance tracking. Overall, it is an ideal enterprise solution for large-scale contact centers aiming to optimize customer loyalty and efficiency.
OpenText Contact Center Analytics Specifications
- Call Reporting and Analytics
- Omnichannel Support
- Real-Time Dashboard
- Speech Analytics
OpenText Contact Center Analytics Features
Speech Analytics
OpenText Contact Center Analytics software transforms voice calls into valuable insights by analyzing sentiment, emotion, and emerging themes. This feature utilizes AI-powered voice-of-the-customer analytics to capture customer interactions. Users can detect root causes of issues and identify sentiment shifts to improve service quality and overall business outcomes effectively.
Text And Social Analytics
The platform uncovers critical trends across chat, CRM notes, and social content by processing multichannel data. This feature utilizes automatic classification and tagging to organize information into conceptually related themes. OpenText Contact Center Analytics software ensures that unstructured text is transformed into actionable intelligence for better strategic decision-making.
Dashboards And Trend Detection
OpenText Contact Center Analytics visualizes interaction trends, sentiment shifts, and anomalies through intuitive dashboards. Users can leverage clustering tools to identify emerging issues and unknown patterns. The software provides a unified view of the customer journey, allowing leaders to monitor performance metrics and operational improvements in real-time.
Interaction-Behavioral Scoring
The software measures 100% of customer interactions to track agent performance and customer behaviors automatically. This feature aligns AI-powered analytics with coaching opportunities and operational enhancements. It ensures that every conversation is evaluated to maintain high service standards and consistent quality across the enterprise.
Generative AI
This feature creates concise conversation summaries for log notes and agent interactions to boost productivity. The platform also utilizes generative AI to assist in training programs and conduct automated quality assurance. OpenText Contact Center Analytics leverages these advanced capabilities to enhance customer interactions and streamline contact center workflows.
Pros And Cons of OpenText Contact Center Analytics
Pros
Unified analytics across channels
Supports large‑scale enterprise deployments
Helps improve customer experience strategies
Cons
Can be complex to configure and use
Initial onboarding time may be lengthy
OpenText Contact Center Analytics Reviews
Total 3 reviews
4.7
All reviews are from verified customers
Rating Distribution
5
Stars67%
4
Stars33%
3
Stars0%
2
Stars0%
1
Stars0%
Share your experience
Manufacturing, 11-50 employees
“all in one platform”
Pros
Having all the modules integrated into one platform was a big plus for me since it made everything much simpler to manage and use than working across separate systems.
Cons
Even though the platform is user friendly overall some features and configurations felt complicated and needed more thorough training than I received.
Rating Distribution
Ease of use
7
Value for money
8
Customer Support
8
Functionality
7
Enterprise, 500+ employees
“powerful tools”
Pros
This covers a lot in one platform. It handles contact center agent recording really well, offers near live monitoring and also supports PCI compliant screen recording. On top of that it lets you tag and meta tag files for bigger initiatives and the Quality module is great for evaluations and feedback.
Cons
The endpoint client that had to be updated every time the package was updated. That could be a hassle although I'm fairly sure this is no longer a problem in the cloud.
Rating Distribution
Ease of use
10
Value for money
9
Customer Support
10
Functionality
9
E-Learning, 500+ employees
“user friendly call replay feature”
Pros
Using it feels very easy. I can pull phone call data quickly and replay calls without any hassle.
Cons
Nothing really comes to mind that would make me dislike it. It performs well and does exactly what I need it to do. If I had one suggestion, it would be to give the interface a more modern look.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Frequently Asked Questions
Does OpenText Contact Center Analytics have a mobile app?
No, OpenText Contact Center Analytics does not offer a dedicated mobile app.
Who are the typical users of OpenText Contact Center Analytics?
OpenText Contact Center Analytics features are used by organizations across industries and sectors, including financial services, healthcare and legal.
What types of pricing plans does OpenText Contact Center Analytics offer?
The vendor offers customizable and flexible OpenText Contact Center Analytics price plans. Get a detailed OpenText Contact Center Analytics cost breakdown tailored to your specific requirements.
What language does OpenText Contact Center Analytics support?
OpenText Contact Center Analytics primarily supports the English language.
Does OpenText Contact Center Analytics offer an API?
No, OpenText Contact Center Analytics does not offer an API.
What level of support does OpenText Contact Center Analytics offer?
OpenText Contact Center Analytics offers support through phone and contact forms.
What other apps does OpenText Contact Center Analytics integrate with?
OpenText Contact Center Analytics integrates with various third-party applications, such as SAP, Microsoft, and SAP.