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OpenText™ announced the release of its Cloud Edition 20.4

OpenText™ announced the release of its Cloud Edition 20.4

Today OpenText™ announced the release of its Cloud Edition 20.4 solutions including OpenText Qfiniti. Designed for contact centres, Qfiniti offers a unified experience that increases the interaction quality and reduces operating costs through interaction recording, quality and performance management, customer feedback, automation and guidance and omni-channel interaction analytics.With Release 20.4, OpenText introduced the new Qfiniti Live module. Qfiniti LIve analyzes and processes audio conversations in real-time; including creating text transcriptions, sentiment analysis, summary creation and workflow processing to assist the agent while on customer calls.Additional enhancements include:

  • Compliance Plans – allows Administrators to set up a queue of recordings that must be played back
  • Data Retention – Player, Recording View List and Archive Management Enhancements
  • Windows Server 2019 and SQL Server 2019 Support
  • Switch integration and recording enhancements