- OpenText™ | Blogs
- 09.05.2017
- EN
OpenText™ "Escape From the Dark Side With Qfiniti & Explore"
Ever feel like you’re on the Dark Side of workforce optimization?
With the release of Qfiniti 10.5 and Explore 5.1, the force of Workforce Optimization Software in contact center analytics can be with you.
Desktop analytics
The business world has become increasingly hungry for insights, and they are leaving no data behind in this pursuit. This is particularly true with contact centers that are trying to use every little piece of information to deliver better customer experiences while optimizing agent performance.
Contact centers now understand that they must not only make sense of traditional data sources such as recorded phone calls, surveys, and agent evaluation data but also take full advantage of new sources such as agent desktop activity streams. With Qfiniti 10.5, we are once again pushing Qfiniti Optimize our desktop analytics module ahead of the competition so that enterprise contact centers can realize a competitive advantage in the market when it comes to addressing customer needs.
Qfiniti Optimize raises the bar for desktop analytics in two ways: analytics on agent desktop activityis provided with unprecedented granularity and precision; guidance and automation deliver exceptional return on investment through the optimization of front- and back-end office processes.