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Our new platform release ‘Grandioso' is here 🎶 - Unprecedented agent and customer experience (CX) insights. Read the post

CX

Thoughts and discussions on Customer Experience

28 articles in CX

The new Operata release 'Aria' 🎶 is here. Agent Experience Monitoring and more!

Operata have launched our all new Agent Experience Monitoring and Chrome extension, that unlocks Operata superpowers for salesforce.com, Zendesk, ServiceNow and more.

The new Operata release 'Buffa' is here. Cloud Contact Center Assurance 🤖 and more!

Operata have launched our all new Assurance toolkit - end-to-end CX Baseline, CX Heartbeat and Performance Testing.

Our new release 'Cadenza' is here. Data Exchange 🔀 for Amazon EventBridge and more!

We've launched our all new Operata Data Exchange for Amazon Eventbridge!

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Introducing the world’s 1st multi-cloud CX observability platform

This builds on compatibility with Amazon Connect, Salesforce, Zendesk and ServiceNow with more CCaaS platforms to come…

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Securing Security - Australian Government Case Study

A prominent Australian Government Agency has a key role in Australia’s cyber defence, providing monitoring, advice and information to individuals, businesses and critical infrastructure operators.

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POLQA Vs PESQ

The differences between ITU objective quality scoring standards and why you should care.

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Metrics to create winning customer and agent experiences

Let’s be honest - measuring actual CX/AX is a tricky business. With so many moving parts to a modern Contact Center service, it is difficult knowing what to monitor, what matters, and what doesn’t. Even if we have an ocean of data available to us, how do we know if the customer indeed did have an exceptional experience - or, more to the point, when they did not?

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