User Reviews of OpenText Contact Center Analytics

Tighter integration with the CRM and IVR could enhance the overall integration capabilities, and there is room for improvement in the data ecosystem, including integration with multiple data platforms such as Snowflake.To make the experience smoother with OpenText Contact Center Analytics, the entire stack needs to support observability...

On a scale of one to ten, I would rate the benefit of the speech and text analytics capabilities as a seven, as it sometimes worked but also sometimes did not, indicating room for improvement. I believe the sentiment analysis feature slightly improved because, unlike the previous feature where manual errors occurred, I did not encounter...