The OpenText team is proud to announce its arrival to the Gartner Magic Quadrant for Workforce Engagement Management (WEM) for its OpenText™ Qfiniti solution. According to the report, WEM solutions expand on the already mature workforce optimization (WFO) market by also accommodating technologies that help drive employee engagement within the customer engagement center. Positioned in the “Niche Players” quadrant of this market, we see the OpenText Qfiniti inclusion in this report as a testament to our focus on driving the customer experience through engaging employees with solutions that are essential, motivational and a true driver of change.
To us, our debut in the Workforce Engagement Management report conveys that emerging and innovative solutions like OpenText Qfiniti are providing a high level of personalized contact center services and delivering cloud-enabled solutions that are architected to support the growing needs of each of our customers. Additionally, we feel that strong communication and support is vital to a successful Workforce Engagement Management deployment. The OpenText Qfiniti team looks forward to serving you in this manner alongside our proven and scalable solution to drive workforce engagement.
With intelligent new features such as integrated coaching tips, autoscored questions and agent guidance, gone are the days of segmented performance management and quality management systems that don’t uncover true performance and talent of a contact center employee. The market is hungry for a proven solution that is more intelligent and more personalized. OpenText, as a leader in enterprise information management (EIM) and with all its Artificial Intelligence and Machine Learning, is poised to fast-track the information needed to drive the employee’s experience and exponentially impact the customer experience with satisfaction and loyalty.
So 2018 is the time for your contact center to see what a specialized and customer-service-friendly niche player can offer. We would be honored to show you more of our solution. To find out more, start by watching this short video and then send us a quick email for a custom demo.
To learn more about the Gartner Magic Quadrant for Workforce Engagement Management, please visit the Gartner website here.
Gartner, Magic Quadrant for Workforce Engagement Management, 06 February 2018
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