OpenText Contact Center Analytics helps with good speech analytics, provides good reports, and addresses several KPIs, making it a good solution for speech analytics and text and social analytics information. The best features that OpenText Contact Center Analytics offers include helping with speech analytics, transforming voice calls into insights, analyzing the sentiment and emotion of customers, and delivering good reports from the KPIs. It also minimizes customer churn and analyzes the interaction between our customer agents and customers and the trend deduction in terms of customer behavior trends. The feature that has made the biggest impact for our clients is sentiment analysis because it helps to understand actual customer feedback based upon the reply given by the customer without requiring additional employees to understand the text and sentiment. OpenText provides sentiment analysis out of the box, which is good for our customers. I appreciate the unique usage of generative AI for doing the sentiment analysis in OpenText Contact Center Analytics, as it is fresh out of the market with no major players, and OpenText is pioneering these kinds of analysis which are very much required for our customers.
