OpenTextTM announced the release of its Cloud Edition 20.4

Latest News

News

OpenTextTM announced the release of its Cloud Edition 20.4

OpenTextTM announced the release of its Cloud Edition 20.4

Today OpenTextTM 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