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It did the job
What do you like best about the product?
For mew, it was that all modules are integrated into a single platform, making it easier to manage and use compared to disparate systems.
What do you dislike about the product?
The complexity. While user-friendly, I found that certain features or configurations to be complex, requiring more in-depth training that I did not get.
What problems is the product solving and how is that benefiting you?
None, at the moment but it did help with QA.
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The Reliable Call Recording Platform
What do you like best about the product?
Qfiniti is a platform that can handle just about anything. Not only does it do a great job with contact center agent reording and (nearly) live monitoring, but it also allows for PCI compliant screen recording, tagging and meta-tagging files for larger initiatives and lastly a robust Quality modure for evaluations and feedback.
What do you dislike about the product?
The only painful part of supporting Qfiniti is the fact that there was an end-point client that needed to be updated everytime there was an update to the package. This could prove to be difficult, however I'm sure this is no longer an issue in the cloud.
What problems is the product solving and how is that benefiting you?
Qfiniti provides us with voice and data recording, PCI muting/redaction on recordings, encrypted storage, and a robust quality scoring module.
As a user, Qfiniti works well and does exactly what it's supposed to do.
What do you like best about the product?
It is very user-friendly. I can pull phone call data quickly and replay it easily.
What do you dislike about the product?
I can't think of an issue that would cause me to dislike Qfinit. It works well and does exactly what it's supposed to do. A suggestion would be for it to look a little more modern.
What problems is the product solving and how is that benefiting you?
I am able to review calls to assist with qualify assurance.
Way better than the rest with a much lower TCO.
What do you like best about the product?
Qfiniti offers the seamless integration of interaction recording, desktop and speech analytics, and customer survey data to the quality scorecard, making agent coaching far more effective and delivering actionable insights to leaders at every level.
The software product is organically grown vs. grown by acquisition. As a result, the platform runs on a unified database, without the extensive use of ETLs.
The software product is organically grown vs. grown by acquisition. As a result, the platform runs on a unified database, without the extensive use of ETLs.
What do you dislike about the product?
It's the best-kept secret weapon in the industry that out-performs NICE and Verint in every way. If OpenText marketed the product properly, they could easily capture a significant segment of the market.
What problems is the product solving and how is that benefiting you?
The reporting is easy. The database schema is easy to query.
When looking at lists of recordings, evaluations, or surveys, there are built-in visualizations that everyone can see, according to their organizational view, permissions.
On every monitoring scorecard, the coach and the agent can see the compliance history of the agent on a question-by-question basis and compare the compliance of the agent against the compliance of their team,
When looking at lists of recordings, evaluations, or surveys, there are built-in visualizations that everyone can see, according to their organizational view, permissions.
On every monitoring scorecard, the coach and the agent can see the compliance history of the agent on a question-by-question basis and compare the compliance of the agent against the compliance of their team,
Recommendations to others considering the product:
Most definitely worth a look.
Easy to Use, Easy to Support
What do you like best about the product?
Qfiniti Call Recording is a suite of programs that you can pick and choose from according to your organizational needs. Not all of our business units need Credit Card muting/masking, Agent Scorecards, Voice and Screen Call Recording, Call Tagging, etc. The Opex model is beneficial to pick and choose the licenses for the modules we need.
What do you dislike about the product?
My issue is more so a reflection on the architecture of our solution than the tool itself; we've found that Qfiniti is definitely on the level of its competitors when reviewing features, in some cases, it's a little more robust (i.e., their new real-time transcription and speech analysis modules). Our platform design was vetted and then it turns out a key function we were intended to use was not working correctly because of our current pbx version. I would recommend always ensuring that your VAR test design with the same version of your PBX to avoid this issue.
What problems is the product solving and how is that benefiting you?
We are able to tag calls to retain them per NACHA and Legal requirements. We have also clustered our master recorders to allow agents to keep recording no matter their physical location.
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