OpenText Wins Back-To-Back Customer Contact Week Awards

OpenText, the global leader in Enterprise Information Management (EIM), announced that it has been named “Workforce Optimization Provider of the Year” for OpenText Qfiniti at the CCW Excellence Awards. The awards are dedicated to recognizing world-class thinking, creativity and execution across the full spectrum of contact center functions.

OpenText Qfiniti captures experiences to drive engagement for the contact center. The Qfiniti platform offers a unified, centrally managed platform for cross-channel interaction analysis, with real-time agent support and contact center performance management capabilities. Qfiniti was recognized by the judges for innovations in analytics-driven quality monitoring, advancements in Artificial Intelligence (AI) using OpenText Magellan, and employee engagement through an intuitive workforce management mobile app.

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The Workforce Optimization Provider of the Year award honors solutions that continuously link employee expectations to customer value, and balance agent engagement with increased satisfaction and improved customer experience. The winner of the award is evaluated based on its ability to:

• Solve a unique challenge in workforce optimization
• Deliver agent engagement, increased satisfaction, and improved CX
• Evolve with a changing and transient workforce
• Differentiate through exceptional customer ROI

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“The truly intelligent and connected enterprise understands its customers holistically, and employs the best tools to speak with them on their own terms,” said Mark J Barrenechea, Vice Chair, CEO and CEO, OpenText.

Mark added, “We’re thrilled to have been recognized for the second consecutive year for our work helping our customers to deliver the very best experiences, through analyzing the voice of the customer and driving superior engagements.”

“We’ve received an overwhelming number of applications this year, and I’m pleased to share that the CCW Excellence Awards is truly becoming the industry’s most acclaimed awards ceremony. It’s an exciting time to be celebrating individuals and organizations driving change in the customer contact industry. Congratulations to the winners and all finalists!” said Mario Matulich, Executive Director, Customer Management Practice (CMP).

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