OpenText™ is excited to announce that our cloud-ready Workforce Optimization (WFO) suite, OpenText™ Qfiniti, has been integrated with Amazon Connect, the self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at a lower cost. OpenText Qfiniti provides organizations using Amazon Connect with a robust Software as a service (SaaS) WFO solution, including full call playback and advanced analytics. Qfiniti offers enterprise-class capabilities including contact center recording playback, custom quality monitoring forms, desktop screen capture, user configurable muting and masking of voice and screen activity for payment card industry compliance, and advanced analytics.
Qfiniti is now available for purchase on the AWS Marketplace. This new, unified approach to WFO allows contact centers to seamlessly transition existing coaching programs to the cloud, cut total cost of ownership by moving to a SaaS model, and reduce headaches from costly, vendor-mandated upgrades.
The integration introduces a range of new capabilities for the following modules of Qfiniti:
- Qfiniti Observe leverages recorded interactions from the Amazon Connect storage location, reducing the need to duplicate the recording process, performs screen recording of the agent desktop
- Qfiniti ICE masks and mutes voice and screen recordings for PCI compliance and allows for metadata to be attached from the agent desktop
- Qfiniti Optimize provides desktop analytics and agent on-screen guidance
- Qfiniti Advise enables best-in-class quality monitoring for recorded interactions
Qfiniti for Amazon Connect is available for purchase in 4 easy to purchase bundles through the AWS Marketplace and part of customers’ AWS billing. It can be purchased as an annual, multi-year or private offer subscription.
For more information, please refer to the Qfiniti for Amazon Connect website.