SUCCESS STORY HSN Industry • Retail Solutions • OpenText TM Qfiniti • OpenText TM Explore HSN increases customer care center efficiency OpenText TM Qfiniti and OpenText TM Explore help leading multi-channel retailer deliver a better customer experience “With OpenText Qfiniti, we’ve been able to improve overall customer satisfaction in both sales and customer service. We’ve also been able to identify trends or opportunities related to the call length, as well as key behaviors that were affecting sales performance or efficiency.” Ricardo Weld Director of Performance Support HSN Results Improved interaction consistency across phone, email and chat channels Increased agent engagement through optimized evaluation process Enhanced understanding of customer behaviors, e

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