OpenText WFO Software Launches Qfiniti AutoScore for Analytics-Enabled Scoring

I am very excited to announce the release of OpenText Qfiniti AutoScore. This is an important announcement for multiple reasons. First, this is the debut product release since we were acquired by OpenText last April. For those who haven’t been through an acquisition, there usually is a significant amount of disruption, both in terms of strategy as well as operations. I was pleasantly surprised to see how organized OpenText was in executing our on-boarding.

Our strategy was, and still remains, to build a single, seamlessly connected platform that will help large enterprises deliver, manage, monitor, and optimize customer experiences across all channels. Our new colleagues at OpenText have shown an incredible amount of enthusiasm and commitment to the WFO group’s roadmap, customers and resources. Our ability to release a major capability such as Qfiniti AutoScore on time, despite all the acquisition activities, is a testament to how well the integration has gone, as well as a strong indication of the exciting innovations you can expect from OpenText WFO Software going forward.

Second, Qfiniti AutoScore reaffirms our commitment to leveraging analytics to help contact centers around the world deliver superior performance in the most efficient ways. While speech analytics has been around for over a decade now, recent innovations in our core speech recognition engine have delivered such high performance that it empowers us to address use cases which are highly valuable to our customers but would have been difficult to accomplish in the past.

We know there are two things that are always top-of-mind for contact centers. First is the monitoring of agent behaviors such as empathy, helpfulness, upsell, cross-sell, knowledge and adherence. And second is the understanding of customer feedback in terms of satisfaction, level of effort, and loyalty. For this reason, the central focus for AutoScore was to use speech and text analytics to score, not just a sample of recorded calls, but every single voice interaction and then use the scores to understand agent behaviors and customer experience aspects in a very granular and actionable manner.

Finally and most importantly, I want to highlight the intricate collaboration that went on between the OpenText WFO Software team and our customers in shaping Qfiniti AutoScore. It is always a great vote of confidence when customers push us to develop new functionality. Also, the fact that our customers not only trust our core capabilities but also our ability to extend those capabilities into covering new use cases speaks volumes about our commitment to always putting our customers first. For this new product, we partnered closely with one of our customers, keeping in close contact throughout the entire development process and incorporating ample feedback along the way. Other customers also provided continuous feedback. For this reason, we are confident that we have built a solution which solves some of the critical contact center challenges in the most intuitive ways. Want to see a demo of Qfiniti AutoScore? You can reach out to me directly or speak with your personal account executive.

In the meantime, please download our white paper, Leveraging Analytics to Score Customer Interactions, and the Qfiniti AutoScore Product Overview to learn more about how we can help your contact center leverage analytics to deliver superior performance in the most efficient ways.

Thanks to Sukumar Ramaraj. Sukumar heads product management for the OpenText WFO Software group. He is passionate about transforming contact centers into centers of excellence for customer experience and brand identity. He has launched several successful analytics-centric products to enable contact centers to improve their performance.