Forrester Research has named OpenText a Strong Performer in its Wave evaluation of Workforce Optimization (WFO) Suites. The report, “The Forrester Wave Workforce Optimization Suites, Q3 2016,” named OpenText WFO (Workforce Optimization) Software a Strong Performer. The report evaluated both OpenText Qfiniti and OpenText Explore.
Forrester’s report looks comprehensively at the Workforce Optimization market, identifying the most significant software providers. The report cites OpenText’s “three main strategic thrusts for the technology: 1) integrating it into a broad CEM play; 2) using analytics to drive improved customer service; and 3) providing numerous as-a-service consumption models.”
The report also stated, “…the WFO tools have shown a remarkable consistency and unification of look and feel, administration, and security model. The suite’s shining star, its interaction analytics tool Explore, has saved one customer more than seven figures from just the analysis on 20,000 calls.” Feedback from a customer was also cited, “We have had a seat at the table to influence the overall product road map.”
“OpenText understands that the real power of customer experience includes both digital and human-to-human interactions, and we are proud to receive the rank of a Strong Performer in this Forrester Wave on WFO,” said Adam Howatson, Chief Marketing Officer for OpenText. “We are also committed to strengthening our position in the market through continued investment in the suite. Our number one goal is helping customers tackle their biggest challenges in the digital transformation, and contact center management is a key challenge for many businesses.”
The OpenText WFO Software suite brings a 32-year history of innovation in the contact center industry and more than 24 technology patents. Forrester ranked OpenText WFO Software among the highest ratings in interaction recording and eLearning and coaching, and among the second-highest ratings for product architecture and customer satisfaction.
The report comments on the importance of the role of customer experience capabilities, stating that “Customer service application pros see WFO tools as the gasoline that powers customer service organizations. As a result, the more obviously customer experience-focused WFO tools, such as speech analytics, are seeing more rapid adoption growth.”
Howatson added, “OpenText’s WFO solution plays a strategic role in our CEM portfolio. One of OpenText’s key differentiators is the sophisticated speech analytics capabilities of OpenText Explore. This puts OpenText in an excellent position to help organizations drive and continually improve superior customer experiences with transformational analytical insights.”