Amazon Connect Sees WFO Integration

Cloud-powered, omnichannel solutions are what will define contact center operations for years to come. Innovation is crafting the next generation of contact center solutions, with workforce optimization taking a central role in enhancing customer service.

Enterprise Information Management (News - Alert) provider, OpenText unveiled the availability of OpenText Qfiniti for Amazon Connect. The self-service, cloud-powered contact center solution gains the benefit of a robust workforce optimization offering.

"For the intelligent and connected enterprise, delivering premium customer service is a powerful competitive differentiator. Customers, who are increasingly engaging contact centers on multiple channels, still expect to receive exceptional service," said Mark J. Barrenechea (News - Alert), vice chair, CEO and CTO, OpenText. "The integration of Qfiniti with Amazon Connect signals a new standard in cloud-based customer support and workforce optimization and enables all organizations using Amazon Connect to deliver world-class customer support, while ensuring deep and meaningful insight into the data and information that these interactions produce."

Amazon Connect users can leverage advanced analytics to optimize operations. OPenText Qfiniti provides contact center recording playback, desktop screen capture, quality monitoring forms as well as PCI (News - Alert) compliance capabilities. The user-friendly contact center value add creates a complete cloud contact center solution aimed at overachieving on customer expectations.

"Workforce optimization applications are necessary to enable the successful operation of contact centers with significant agent populations. OpenText Qfiniti delivers an effective and compelling contact center employee engagement platform," said Joe Eisner, Global Segment Lead for Amazon Connect. 

Digital transformation is taking hold, and the cloud era is introducing a new day in customer service and the contact center as a whole. The front line of customer engagement is earning an arsenal of feature-rich, future-forward omnichannel solutions.

What’s in your contact center?

Edited by Maurice Nagle