OpenText Explore
Speech analytics software
Call & contact center software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
Take the quiz to check if OpenText Explore and its alternatives fit your requirements.
Contact the product provider
Free Trial unavailableFree version unavailable
Small
Medium
Large
-
What is OpenText Explore
OpenText Explore is a speech and interaction analytics product used to analyze recorded and live customer conversations from contact centers. It supports use cases such as quality management, compliance monitoring, agent coaching, and identifying customer experience drivers across calls. The product focuses on turning voice and interaction data into searchable insights and reports that can be used by contact center operations, QA, and compliance teams.
Purpose-built interaction analytics
The product is designed to analyze customer conversations and surface themes, trends, and exceptions from large volumes of call data. It supports common contact center analytics workflows such as QA sampling improvement, root-cause analysis, and tracking recurring issues. This makes it suitable for teams that need structured insight from voice interactions rather than only telephony and routing features.
Compliance and risk monitoring
Speech analytics can be applied to detect specific phrases, disclosures, or behaviors that matter for regulatory and internal policy compliance. This helps compliance and QA teams review more interactions than manual listening alone. It also supports investigations by making conversations easier to search and categorize.
Fits OpenText information stack
As an OpenText product, it typically aligns with organizations already using OpenText for enterprise information management and related governance needs. This can simplify vendor management and integration planning for customers standardizing on OpenText platforms. It can also support cross-team reporting where interaction data is treated as governed enterprise content.
Not a full CCaaS suite
OpenText Explore is primarily an analytics layer rather than an end-to-end cloud contact center platform. Organizations may still need separate systems for omnichannel routing, workforce management, outbound dialing, and agent desktop capabilities. This can increase integration effort compared with platforms that bundle telephony, routing, and analytics in one product.
Integration effort varies by stack
Connecting audio sources, metadata, and downstream BI or case-management tools can require project work, especially in multi-vendor contact center environments. Data normalization (queues, agent IDs, dispositions) often needs careful configuration to produce reliable analytics. Time-to-value can depend on the maturity of the customer’s recording and data pipelines.
Advanced AI features may differ
Capabilities such as real-time agent assist, generative summaries, and turnkey omnichannel analytics vary widely across products in this space. Buyers may need to validate which AI-driven functions are available natively versus requiring additional OpenText modules or third-party tools. This can affect total cost and the product’s fit for modern, AI-forward contact center programs.
Seller details
OpenText Corporation
Waterloo, Ontario, Canada
1991
Public
https://www.opentext.com/
https://x.com/OpenText
https://www.linkedin.com/company/opentext/
