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What is WorkforceOptimizer?

Optimizer stands out as an innovative platform that leverages Machine Learning for deep predictive analytics, utilizes Mathematical Optimization to address complex resource scheduling issues, and integrates advanced Data Analytics for prompt business insights. By aligning staffing with customer demand, businesses can significantly boost employee efficiency and reduce the time managers spend on workforce oversight by as much as 70%. This platform supports seamless workforce management while complying with regulations, company policies, and safety protocols. Moreover, it enhances the quality of customer service by cultivating an engaged workforce equipped with the necessary skills and experience. Unlike many prevalent solutions that can be unwieldy and difficult to adopt, we assert that business software should be user-friendly, smart, and sophisticated, a conviction reflected by numerous satisfied users around the world. Our mission is not only to simplify operations but also to empower our clients, allowing them to concentrate more on their primary business activities rather than wrestling with complex software systems. By providing an effective solution that meets the diverse needs of modern businesses, we aim to redefine operational efficiency in a rapidly changing market.

What is Qfiniti?

OpenText™ Qfiniti is a multifaceted platform tailored for optimizing workforce performance, which centrally coordinates solutions for examining interactions across multiple channels, offering real-time assistance to agents, and improving the management of call center operations. The system adeptly provides timely and actionable insights into customer experiences, allowing organizations to better comprehend these interactions and elevate their service standards globally. It can be deployed either on-premises or through cloud services, ensuring seamless compatibility with a variety of contact center telephony systems and CcaaS providers like Amazon Connect, Twilio, RingCentral, and Genesys. Furthermore, Qfiniti includes comprehensive performance evaluation tools that pinpoint coaching opportunities for agents while enabling users to effortlessly create and modify assessments online, aided by user-friendly scoring and navigation options. By utilizing distinctive metrics such as agent performance rankings, skill sets, seniority levels, and availability, the platform facilitates effective scheduling and helps organizations accurately project staffing requirements, ensuring the optimal allocation of both single and multi-skilled agents. The adaptability in deployment and integration makes Qfiniti an essential solution for companies striving to improve their customer service operations, ultimately leading to enhanced overall satisfaction for both agents and customers.

Media

Media

Integrations Supported

Amazon Connect
Genesys Cloud CX
RingCentral RingCX
Twilio

Integrations Supported

Amazon Connect
Genesys Cloud CX
RingCentral RingCX
Twilio

API Availability

Has API

API Availability

Has API

Pricing Information

Pricing not provided.
Free Trial Offered?
Free Version

Pricing Information

Pricing not provided.
Free Trial Offered?
Free Version

Supported Platforms

SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux

Supported Platforms

SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux

Customer Service / Support

Standard Support
24 Hour Support
Web-Based Support

Customer Service / Support

Standard Support
24 Hour Support
Web-Based Support

Training Options

Documentation Hub
Webinars
Online Training
On-Site Training

Training Options

Documentation Hub
Webinars
Online Training
On-Site Training

Company Facts

Organization Name

FriarTuck

Company Website

www.friartuck.net

Company Facts

Organization Name

OpenText CEM

Date Founded

1991

Company Location

Canada

Company Website

www.opentext.com/products-and-solutions/products/customer-experience-management/contact-center-workforce-optimization/opentext-qfiniti

Categories and Features

Workforce Management

Budgeting & Forecasting
Contractor Management
Employee Lifecycle Management
Labor Projection
Performance Appraisal
Recruiting Management
Scheduling
Skills Tracking
Time & Attendance
Variable Workforce

Categories and Features

Call Center

Blended Call Center
Call Logging
Call Recording
Call Scripting
Campaign Management
Database
Escalation Management
IVR / Voice Recognition
Inbound Call Center
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics

Workforce Management

Budgeting & Forecasting
Contractor Management
Employee Lifecycle Management
Labor Projection
Performance Appraisal
Recruiting Management
Scheduling
Skills Tracking
Time & Attendance
Variable Workforce

Workforce Optimization (WFO)

Interaction Analytics
Liability Recording
Performance Management
Quality Management
Real-time Guidance
Reporting
Speech Analytics
Surveying
Workforce Management
eLearning

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