List of OpenText Qfiniti Customers
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Since 2010, our global team of researchers has been studying OpenText Qfiniti customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased OpenText Qfiniti for Workforce Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using OpenText Qfiniti for Workforce Management include: Saga Services, a United Kingdom based Professional Services organisation with 1150 employees and revenues of $222.0 million, Cigna UK, a United Kingdom based Insurance organisation with 1579 employees and revenues of $160.0 million, Transcom Worldwide UK, a United Kingdom based Professional Services organisation with 40 employees and revenues of $10.0 million, Acromas Insurance Company, a United Kingdom based Insurance organisation with 100 employees and revenues of $10.0 million and many others.
Contact us if you need a completed and verified list of companies using OpenText Qfiniti, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The OpenText Qfiniti customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Acromas Insurance Company | Insurance | 100 | $10M | United Kingdom | OpenText | OpenText Qfiniti | Workforce Management | 2016 | n/a |
In 2016, Acromas Insurance Company implemented OpenText Qfiniti as its Workforce Management solution to centralize contact center quality monitoring and workforce operations. OpenText Qfiniti was introduced to support interaction recording management and structured quality evaluation across the company’s customer-facing voice channels.
The deployment emphasized functional modules common to Workforce Management, including interaction recording ingestion and indexing, quality monitoring and scoring workflows, configurable evaluation templates, and workforce scheduling and reporting capabilities. OpenText Qfiniti was configured to provide searchable recordings, evaluator scorecards, and operational reports to inform staffing and quality assurance activities.
Architecturally the implementation aligned with on-premises telephony integration, ingesting audio and metadata from Avaya telephony platforms CM6 with G650 and G450 gateways, Session Manager and SBCs, and Avaya Aura voicemail, while operating alongside existing voice recording systems such as Qmax, Genesys, and NICE. Integration points focused on call capture, storage, and indexed retrieval to enable quality workflows and compliance-oriented audit trails.
Operational ownership rested with voice and information technology teams, with configuration governance covering recording retention, evaluator role definitions, and standard quality forms. The rollout concentrated on embedding quality management processes into contact center operations, aligning evaluators and supervisors to the OpenText Qfiniti workflows and reporting structures.
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Cigna UK | Insurance | 1579 | $160M | United Kingdom | OpenText | OpenText Qfiniti | Workforce Management | 2018 | n/a |
In 2018, Cigna UK deployed OpenText Qfiniti within its Workforce Management estate to formalize call recording and agent monitoring across contact center and telephony operations. The rollout targeted offices in Glasgow, Greenock, Plymouth, Antwerp, Madrid, Dubai, Shanghai and Lebanon, aligning the application with enterprise telephony administration and reporting functions.
OpenText Qfiniti was configured to manage agent logins, virtual stations and team and supervisor profiles, and to host credit card masking policies and Qfiniti agent monitor controls for muting calls. The implementation included CMS installation and configuration for manager reporting on active agents, and operationalized modules for call recording, agent session management and policy-based masking and monitoring.
The deployment operated alongside Avaya telephony administration and Avaya CMS Supervisor workflows, with explicit work to create and map phone extensions, agent skills, non DDi and DDi stations and agent groups to Qfiniti recording and reporting objects. The broader infrastructure supporting the Qfiniti deployment included XenMobile and Citrix Secure Hub for mobile device management of corporate iPhones, Vodafone and VCOL administration for SIM provisioning, HPSM for incident and call management, Citrix Thin Client Director, Cisco AnyConnect RSA VPN token management, Active Directory, Exchange 2013 administration and SCCM based endpoint management.
Operational governance emphasized production support and knowledge transfer, with creation of version controlled procedure documentation on SharePoint, training of first level telephony staff within the service desk and ongoing administration of agent, team and supervisor configurations in both Qfiniti and Avaya CMS. The implementation therefore tied OpenText Qfiniti to core telephony administration, reporting and workforce monitoring business functions under a coordinated operational support model.
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Saga Services | Professional Services | 1150 | $222M | United Kingdom | OpenText | OpenText Qfiniti | Workforce Management | 2016 | n/a |
In 2016, Saga Services implemented OpenText Qfiniti for Workforce Management to support contact center operations across Saga Group Ltd. The deployment positioned OpenText Qfiniti as the core Workforce Management application for Saga Services contact centers, aligning workforce planning with day to day service operations managed by the Group Voice and Information Technologies team.
OpenText Qfiniti was configured to deliver standard workforce management capabilities, including workforce forecasting, agent scheduling, real time adherence monitoring, performance reporting and quality management. The implementation emphasized analytics and quality workflows that tie agent performance data to scheduling and adherence processes, reflecting typical Workforce Management functional flows.
The Qfiniti deployment was integrated with Saga’s on premise telephony and voice infrastructure, interfacing with Avaya Communication Manager 6 and associated G650 and G450 gateways, Session Manager and session border controllers, Avaya CMS and Avaya Aura voicemail components. The solution also operated alongside Genesys platform elements and Nexidia Qfiniti was run in the same quality and recording landscape with Qmax and NICE voice recording present in the environment, enabling consolidated quality monitoring and recording ingestion.
Operational ownership and governance remained with the Group Voice and Information Technologies organization, which managed configuration, monitoring and quality assurance processes. The rollout focused on aligning agent desktop workflows and contact center scheduling practices under a centralized Workforce Management application, providing an enterprise grade foundation for scheduling and quality governance across Saga’s contact center sites including Cheriton Folkestone.
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Professional Services | 40 | $10M | United Kingdom | OpenText | OpenText Qfiniti | Workforce Management | 2011 | n/a |
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