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Our new platform release ā€˜Harmony' is here šŸŽ¶ - AI-Powered Copilots and Featured Insights. Read the post

Dave Van Everen

Dave Van Everen brings to Operata 15+ years of VP-level experience in Cloud Infrastructure, AI, and Contact Center software. He previously held VP Marketing roles at AI startups Veryfi & TetraScience, and product and marketing leadership roles at CCaaS players Five9 and Genesys.

20 articles by Dave Van Everen

A DIY approach to CX Observability is DOA due to the inherent complexities involved in connecting customers to agents over the internet.
CX Observability: Why DIY is DOA

CX Observability is made from equal parts of innovative technology and ā€œsecret sauceā€.

CX Observability is the canary in the coal mine that can act as an early warning system for the entire contact center.
CX Observability: The Canary in the Coal Mine

Learn how technical factors impact CX, and what you can do about them.

Illustration depicting poor voice quality between a customer and agent as the customer's voice navigates a complex maze of technology and results in an error.
Is Poor Voice Quality Trashing Your CX?

Here are a few tips to help you proactively resolve low voice quality issues.

WebRTC Observability portrayed by an illustration of a woman pointing at a dashboard with charts and data.
WebRTC Observability

WebRTC Observability tools like Operata Platform provide rich technical data that enables deep insights into communication sessions.

Contact Lens actionable insights provided by a "handshake" with Operata Platform.
Turn Contact Lens Data into Actionable Insights

Break Down Organizational and Technology Silos by Harmonizing Technical, Operations, and Experience Data

Observability for cloud contact centers represented in an illustration of an agent and customer with various technology elements between them.
Observability for Cloud Contact Centers

Operata provides a purpose-built CX Observability platform that is like ā€œDatadog for cloud contact centersā€

Top 5 service readiness considerations for Amazon Connect, represented in an illustration of a call center agent speaking with a customer, with the Amazon Connect logo above them.
Top 5 requirements for Amazon Connect service readiness

To get the most out of Amazon Connect and accelerate your time-to-value, you need to verify that your systems and processes are up to the task.

Agent microphone call quality represented by an illustration of an agent wearing a headset with an alert icon displayed above their laptop.
How Agent Microphones Affect Call Quality

Without adequate CX Observability tooling, contact centers are overlooking a key technical issue affecting call quality.

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