OpenText Enables Intelligent and Connected Customer Service in the Cloud

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Oct 23, 2018, 09:00 ET

OpenText Qfiniti Delivers Advanced Workforce Optimization for Amazon Connect Through AWS Marketplace

WATERLOO, Ontario, Oct. 23, 2018 /PRNewswire/ -- OpenText™ (NASDAQ: OTEX, TSX: OTEX), a global leader in Enterprise Information Management (EIM), today announced the availability of OpenText Qfiniti for Amazon Connect, a self-service, cloud-based contact center solution that enables any business to deliver better customer service at a lower cost. OpenText Qfiniti is available now on AWS Marketplace.

"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, 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."

OpenText Qfiniti provides organizations using Amazon Connect with a robust SaaS workforce optimization solution, including full call playback and advanced analytics. Qfiniti offers enterprise-class capabilities including contact center recording playback, custom quality monitoring forms, desktop screen capture, user configurable muting and masking of voice and screen activity for payment card industry compliance, and advanced analytics.

"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.

"The modular and easy-to-use interface of Qfiniti is the perfect solution for contact centers looking for a cloud-ready, digital-first solution for workforce optimization," said Muhi Majzoub, executive vice president of engineering and cloud services at OpenText. "This new, unified approach to workforce optimization allows contact centers to seamlessly transition existing coaching programs to the cloud, cut total cost of ownership by moving to a software as a service (SaaS) model, and reduce business interruption caused by costly, vendor-mandated upgrades."

About OpenText
OpenText, The Information Company™, enables organizations to gain insight through market leading information management solutions, on premises or in the cloud. For more information about OpenText (NASDAQ: OTEX, TSX: OTEX) visit opentext.com.

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Certain statements in this press release may contain words considered forward-looking statements or information under applicable securities laws. These statements are based on OpenText's current expectations, estimates, forecasts and projections about the operating environment, economies and markets in which the company operates. These statements are subject to important assumptions, risks and uncertainties that are difficult to predict, and the actual outcome may be materially different. OpenText's assumptions, although considered reasonable by the company at the date of this press release, may prove to be inaccurate and consequently its actual results could differ materially from the expectations set out herein. For additional information with respect to risks and other factors which could occur, see OpenText's Annual Report on Form 10-K, Quarterly Reports on Form 10-Q and other securities filings with the SEC and other securities regulators. Unless otherwise required by applicable securities laws, OpenText disclaims any intention or obligations to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

Copyright © 2018 OpenText. All rights reserved. OpenText is a trademark or registered trademark of OpenText. The list of trademarks is not exhaustive of other trademarks. Registered trademarks, product names, company names, brands and service names mentioned herein are property of OpenText or other respective owners.

SOURCE Open Text Corporation