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OpenText Contact Center Analytics review
Abbasi Poonawala
Abbasi Poonawala
Chief Enterprise Architect at a financial services firm with 1,001-5,000 employees
Analytics has reduced churn and improved IVR routing but now needs better data...
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...

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