OpenText Contact Center Analytics
OpenText Contact Center Analytics: A broad contact-center analytics suite for enterprises that need private-cloud deployment. Ranked #26 of 31 in Contact Center Analytics Software by our editors (6.6/10); pricing: Pricing on request; best for mature enterprises needing private-cloud analytics.
At a glance
- Editor score6.6 / 10
- PricingPricing on request
- Best forMature enterprises needing private-cloud analytics
- Founded1991 · Waterloo, Ontario, Canada
- Facts checked20 Sep 2026
Where it wins
- Analyzes voice, text, social, chat, email, surveys, and CRM notes
- Combines sentiment, behavioral scoring, anomaly detection, and trend analysis
- Adds conversation summaries and quality-assurance assistance
Where it doesn't
- Pricing requires a contact-sales conversation
- The listed platform is web-based
- Teams prioritizing integrations or real-time monitoring may need alternatives
Our verdict on OpenText Contact Center Analytics
OpenText Contact Center Analytics is a web-based platform for enterprise and large-scale contact centers. It analyzes voice calls, chat, email, surveys, social media, CRM notes, and other customer interactions to identify sentiment, emotion, themes, behaviors, trends, and service-quality opportunities. Its multichannel and multilingual positioning suits mature organizations that want a shared view of customer interactions across channels, particularly those considering private-cloud deployment.
The platform’s main strength is the breadth of its analytics layer. Speech analytics covers voice calls, sentiment, emotion, and emerging themes, while text and social analytics extend coverage to written and social content. Dashboards, clustering, anomaly detection, topic mapping, and trend visualization support investigation and pattern discovery. Automatic interaction behavioral scoring adds a structured view of conversations, and generative-AI conversation summaries can reduce the effort involved in reviewing interactions. Quality-assurance and training assistance further connect analytics to service improvement workflows.
OpenText directs prospects to contact sales rather than publishing standard product pricing, so evaluation will involve a vendor conversation. The private-cloud option is relevant for organizations with specific deployment requirements. Buyers should also assess how the product fits their integration environment and whether its monitoring capabilities match their operating model. OpenText Contact Center Analytics is a strong fit for enterprises seeking broad voice and multichannel intelligence with private-cloud flexibility. Teams that need clearly documented integrations, real-time monitoring, or self-service pricing should compare alternatives before choosing it.
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OpenText Contact Center Analytics pricing
OpenText Contact Center Analytics fact sheet
| Free plan | Not verified |
|---|---|
| Paid from | Not verified |
| Real-time monitoring | Not verified |
| Speech analytics | Yes |
| Sentiment analysis | Yes |
| Quality scorecards | Not verified |
| Service-level reporting | Not verified |
| Data retention | Not verified |
| Deployment | Cloud |
| Platforms | Web |
| Compliance & security | PCI DSS |
| Support | Email, Phone, Tickets, Community, Docs · 24/7 |
| Built for | Enterprise, Mid-market (editorial estimate) |
| Pricing | Pricing on request |
| Website | opentext.com |
| Facts checked | 20 Sep 2026 |
Alternatives to OpenText Contact Center Analytics
- CallMiner EurekaA wide-ranging analytics platform for teams analyzing voice and digital interactions at scale.9.4
- Five9 Interaction AnalyticsA broad analytics suite for multilingual voice, email, and chat contact centers.9.3
- Genesys Cloud Quality ManagementA Genesys-centered suite for real-time monitoring, quality scoring and conversation analytics.9.1
See all OpenText Contact Center Analytics alternatives →
Also Ranked In
OpenText Contact Center Analytics is ranked in 6 of our directories.
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Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026
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