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News : Forrester Cites OpenText as a Strong Performer in Workforce Optimization Suites
Sydney, Australia, Sept 19, 2016 -- OpenText™ (NASDAQ: OTEX, TSX: OTC), a global provider in Enterprise Information Management (EIM), announced that analyst firm Forrester Research, Inc. (NASDAQ: FORR) has named OpenText a Strong Performer in its Wave evaluation of Workforce Optimization (WFO) Suites. The report, "The Forrester Wave™: Workforce Optimization Suites, Q3 2016," named OpenText WFO (Workforce Optimization) Software a Strong Performer. The report evaluated both OpenText™ Qfiniti and OpenText™ Explore.
Forrester’s report looks at the Workforce Optimisation market, identifying the most significant software providers. The report cites OpenText’s "three main strategic thrusts for the technology: 1) integrating it into a broad CEM play; 2) using analytics to drive improved customer service; and 3) providing numerous as-a-service consumption models."
The report also stated, "…the WFO tools have shown a remarkable consistency and unification of look and feel, administration, and security model. The suite’s shining star, its interaction analytics tool Explore, has saved one customer more than seven figures from just the analysis on 20,000 calls." Feedback from a customer was also cited, "We have had a seat at the table to influence the overall product road map."
"OpenText understands that the real power of customer experience includes both digital and human-to-human interactions, and we are proud to receive the rank of a Strong Performer in this Forrester Wave on WFO," said Adam Howatson, Chief Marketing Officer for OpenText. "We are also committed to strengthening our position in the market through continued investment in the suite. Our number one goal is helping customers tackle their biggest challenges in the digital transformation, and contact centre management is a key challenge for many businesses.
Howatson added, "OpenText’s WFO solution plays a strategic role in our CEM portfolio. One of OpenText’s key differentiators is the sophisticated speech analytics capabilities of OpenText Explore. This puts OpenText in an excellent position to help organisations drive and continually improve superior customer experiences with transformational analytical insights."
Forrester used a combination of three data sources to assess the strengths and weaknesses of each solution. This particular report looked at the Workforce Optimisation market, identifying vendors that have a strong WFO market presence and offer a full suite, versus disconnected components, and receive frequent interest from Forrester clients.
Posted by Veronica Silva Cusi, news correspondent
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OpenText is the leader in Enterprise Information Management, helping customers to create a Digital-First World by simplifying, transforming, and accelerating their information needs. Over 100,000 customers already use OpenText solutions, either on premises or in our cloud.
Forrester Research is an independent technology and market research company that provides advice on existing and potential impact of technology, to its clients and the public.
Published: Wednesday, September 21, 2016