I would recommend conducting a quick technical analysis of your main use case with OpenText Contact Center Analytics. My advice for others looking into using OpenText Contact Center Analytics is that it is a good solution. My company does not have a business relationship with this vendor other than being a customer. I have given this review a rating of 8.
People should definitely consider using OpenText Contact Center Analytics as it is very good. It brings together messages, conversations, meetings, and social media experiences in one place, allowing for easy summarization and improvement in customer needs while displaying KPIs, with all indicators, including sentiment scores, increasing. It is a unified experience. My experience in 2023 with OpenText Contact Center Analytics was good, and although a few changes could enhance stability, overall it is very good and people can feel confident using it. Even with these gaps, OpenText Contact Center Analytics already delivers strong value. Addressing these areas would move it from a power analytics platform to a proactive decision-driving system. I would rate this product 8.5 out of 10.
A recent situation where OpenText Contact Center Analytics helped a client involved a client case where a customer had to give their feedback over voice, and OpenText Contact Center Analytics was able to interpret the data, all the voice information, and convert it into text. It was able to analyze and categorize the customer as positive or negative which enabled the client to reduce customer churn. OpenText Contact Center Analytics has positively impacted my organization as it has been used by one of the customers to analyze customer churn based on feedback provided by the customer in their support center. It is able to identify which customer is going to churn in the next month or which customer is going to continue for a long time, helping our sales team identify appropriate actions to prevent customer churn. We are measuring the reduction in customer churn for our customer, which is currently in process, and we are expecting at least a twenty percent reduction in customer churn. My advice for others looking into OpenText Contact Center Analytics is that if someone wants to try a generative AI way of interpreting customer interactions, then OpenText Contact Center Analytics is a very good tool, and we recommend it. In addition to being a customer, we also have a business relationship as a partner, selling OpenText Contact Center Analytics to our customers. Overall, my experience with OpenText Contact Center Analytics is good, and I appreciate the opportunity to do this survey. I would rate this product a nine out of ten. Thank you.
I would recommend conducting a quick technical analysis of your main use case with OpenText Contact Center Analytics. My advice for others looking into using OpenText Contact Center Analytics is that it is a good solution. My company does not have a business relationship with this vendor other than being a customer. I have given this review a rating of 8.
People should definitely consider using OpenText Contact Center Analytics as it is very good. It brings together messages, conversations, meetings, and social media experiences in one place, allowing for easy summarization and improvement in customer needs while displaying KPIs, with all indicators, including sentiment scores, increasing. It is a unified experience. My experience in 2023 with OpenText Contact Center Analytics was good, and although a few changes could enhance stability, overall it is very good and people can feel confident using it. Even with these gaps, OpenText Contact Center Analytics already delivers strong value. Addressing these areas would move it from a power analytics platform to a proactive decision-driving system. I would rate this product 8.5 out of 10.
A recent situation where OpenText Contact Center Analytics helped a client involved a client case where a customer had to give their feedback over voice, and OpenText Contact Center Analytics was able to interpret the data, all the voice information, and convert it into text. It was able to analyze and categorize the customer as positive or negative which enabled the client to reduce customer churn. OpenText Contact Center Analytics has positively impacted my organization as it has been used by one of the customers to analyze customer churn based on feedback provided by the customer in their support center. It is able to identify which customer is going to churn in the next month or which customer is going to continue for a long time, helping our sales team identify appropriate actions to prevent customer churn. We are measuring the reduction in customer churn for our customer, which is currently in process, and we are expecting at least a twenty percent reduction in customer churn. My advice for others looking into OpenText Contact Center Analytics is that if someone wants to try a generative AI way of interpreting customer interactions, then OpenText Contact Center Analytics is a very good tool, and we recommend it. In addition to being a customer, we also have a business relationship as a partner, selling OpenText Contact Center Analytics to our customers. Overall, my experience with OpenText Contact Center Analytics is good, and I appreciate the opportunity to do this survey. I would rate this product a nine out of ten. Thank you.