What is OpenText CX-E Voice?

OpenText™ CX-E Voice adds new functions to existing infrastructure to improve communications efficiency, mobility, security and customer satisfaction. The unified communications solution delivers unified messaging, voicemail, transcription, interactive voice response (IVR), call center, a speech-driven personal assistant and automated attendant as well as automated call and text notifications.

Categories & Use Cases

Media

Track your faxes through an event log tab.

Built-in viewer in the web client: XMediusFAX® Cloud allows you to view faxes directly in your browser without having to download files.

Download the free XMediusFAX® Cloud application for Android, iPhone or iPad and send secure faxes from your mobile.

Choose your fax recipients (device contacts, Fax service Phone Book, Favorites).

Select your documents from any file management
application available on your mobile device.

Configure your fax options (priority, resolution, retries).

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Agent dashboard
Enables agents to track and view their individual and team performance.
Category average: 8.4
Validate callers
Authenticates inbound callers with a customer ID.
Category average: 8.8
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.2

Quality management
Ability to monitor conversation content, administer evaluations, establish policies etc..
Category average: 8.6
Customer surveys
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
Category average: 8.1
Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Category average: 8.6

Shane Coineandubh

UC Engineer in Information Technology at University of Washington (10,001+ employees employees)

Use Cases and Deployment Scope

OpenText CX-E Voice is a valuable component of our voice communications infrastructure. In addition to traditional voice service, the OpenText CX-E Voice audio file and voice to text message transcription features are much valued by our subscriber base. Additionally, the admin and user web applications are robust and well used.

Pros

Administration via the web admin client allows us to dispense with deploying thick clients to admin users each time we update OpenText CX-E Voice
Subscriber web application is robust and well liked by our subscriber base.
OpenText CX-E Voice voicemail transcription works very well and out customers love it.

Cons

Provide more transcription service options. Specifically AWS.
I think reports are severely lacking. Provide a mechanism for customers to create custom reports or allow odbc access to the database.
Provide better API documentation.

Return on Investment

OpenText CX-E Voice continues to provide outstanding service for a very reasonable cost.

Usability

Alternatives Considered

Avaya Aura

Other Software Used

Avaya Call Center Elite, Amazon Connect

Amit Bernstein

Cyber security consultant in Information Technology at Deloitte (10,001+ employees employees)

Use Cases and Deployment Scope

We use it for a lot of call center capabilities and call management capabilities. We use it to directly manage calls and we don't need to invest in Computer Telephony Integration (CTI).

Pros

Allow callers to leave a message or callback number and automatically reroute calls based on queue length and waiting time.
We can build teams and use remote workers at the same time from different time zone.

Cons

Need more API integration and CRM integration.

Return on Investment

Supervision can work remotely.
We do not need to invest in new computer telephony.
Global employee can be connected to the same interface.

Verified User

Supervisor in Marketing (1-10 employees employees)

Use Cases and Deployment Scope

As a small team, call center solutions aren’t easy to come by and OpenText TeamQ solves exactly for that. Before softwares like this, you had to manually write down a lot of details and make sure the team was on the same page. But OpenText makes sure that the team is aligned no matter how big or lean we get.

Pros

Call recording is useful. It was quite needed actually because it does not just help with keeping records, but also feedback for the employee because if something gets escalated, we can go through the call again to see where mistakes can be avoided in the future.
IVR is another well thought out tool.
Ability to distribute calls is top notch.

Cons

The UI is old and clunky, could get on with the times not a major problem.
My personaly suggestion would be to offer more personalisation. Different tones for different users, and status ability etc.

Return on Investment

It would be nigh impossible to function without this. So yes, it has brought us a positive ROI.
Agents now have a simpler interface to see what’s happening. Without this, they could get lost in the hundreds of calls they would get without great organisation.
We have records, and the ability to give feedback based on these records. It creates a better service, and in lieu of that, a better business.

Verified User

Employee in Sales (201-500 employees employees)

Use Cases and Deployment Scope

We use this software as a call center solution for salesforce. It is having very good call management capabilities. So, for businesses, this is very straight forward tool to make our business goals. We had goals in our roadmap to acheive. OpenText TeamQ helped us to acheive the roadmap comfortably.

Pros

Call Management
Simple
User friendly

Cons

Pricing Tier
Glitch during call sometimes.
Regular enhancements for every release.

Return on Investment

Excellent Consistency
High Scalability
Complex to handle

Alternatives Considered

AcmaTel CCS - Call Center Solution

OpenText RightFax

Esker

OpenText CX-E Voice

What is OpenText CX-E Voice?

Categories & Use Cases

Media

Key Features

Top Performing Features

Agent dashboard

Validate callers

Outbound response

Areas for Improvement

Quality management

Customer surveys

Customer interaction analytics

Reviews