Find out what your peers are saying about Genesys, NICE, Five9 and others in Workforce Engagement Management.
| Product | Mindshare (%) |
|---|---|
| OpenText Qfiniti | 1.5% |
| Evolve IP Unified Contact Center | 0.9% |
| Other | 97.6% |
Demand for cloud contact centers continues to rise and organizations are demanding more sophisticated solutions from service providers. Historically, Contact Center as a Service (CCaaS) solutions were designed to be delivered over the existing PBX. This empowered contact center leadership to embrace CCaaS due to its quick delivery and its ability to offer advanced features without the necessity of a massive IT project or capital expenditure.
In this “Overlay” delivery model, customers retain their PBX (onpremises or otherwise) and “lay” a CCaaS solution “over” top of that PBX. Operating in this Overlay scenario became common in the marketplace but customers no longer want the pitfalls and gotchas inherent to the CCaaS overlay delivery model.
OpenText Qfiniti is a unified, centrally managed suite of call center software and workforce optimization solutions for multichannel interaction analysis, with real-time agent support and call center performance management capabilities.
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