OpenText Contact Center Analytics Reviews

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.

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.

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.