CX Observability Brings Clarity and Confidence to a UK Banking Contact Center

A large UK retail and commercial banking organization supports millions of customers across the country through its contact center operations. As a highly regulated financial institution, the organization operates under strict regulatory, compliance, and service-availability requirements, where customer interactions are not only business-critical but also subject to regulatory scrutiny.

The contact center plays a vital role in handling high-volume, high-stakes customer interactions, including account servicing, payments, fraud queries, and support during vulnerable customer moments. Ensuring consistently high service quality is essential,not just for customer satisfaction, but for operational resilience, compliance, and brand trust.

Like many banks, the organization accelerated its digital transformation strategy during the Covid-19 pandemic, rapidly moving to a cloud-based contact center to support large-scale remote working. While this enabled continuity of service, it also introduced a new set of challenges that traditional monitoring tools were not designed to solve.

The Challenge: Limited Visibility in a Rapidly Transformed Contact center

The bank migrated quickly to Amazon Connect to support thousands of home-working agents. The speed of deployment was critical, but it came at the cost of observability and operational insight.

Key challenges included:

• Lack of end-to-end visibility
  Support and operations teams had a limited ability to see what was happening during live customer interactions. Issues were largely reported anecdotally by agents or supervisors, with no objective data to validate root causes.
  
  
• Customer experience uncertainty
  Concerns were raised about call quality, dropped calls, and inconsistent customer experiences across agent groups. However, without real-time observability, teams could not confidently confirm whether issues were systemic, environmental, or isolated.
  
  
• Agent environment blind spots
  Existing tooling provided insight into agent devices but lacked context about the contact center platform, network conditions, or customer experience on the call, making it difficult to correlate technical issues with CX outcomes.
  
  
• Operational complexity at scale
  With large, distributed teams operating remotely, identifying patterns, trends, or common failure points was extremely challenging. Without aggregated data, issues could not be prioritised or addressed proactively.
  
  
• Pressure of critical business periods
  The organization needed improved monitoring and assurance in place ahead of key seasonal events, where any degradation in service could have a disproportionate impact on customers and operational risk.
  
  

Why It Mattered: CX, Compliance, and Operational Risk

In the banking sector, contact center performance is directly tied to customer trust and regulatory obligations. Poor call quality, dropped interactions, or unresolved issues can:

• Increase customer complaints and churn
  
  
• Expose the organization to conduct and compliance risk
  
  
• Impact vulnerable customers during critical interactions
  
  
• Create operational inefficiencies and extended resolution times
  
  
• Undermine confidence in cloud adoption at an executive level
  
  

Without clear visibility, teams were forced into a reactive support model, relying on assumptions rather than evidence. The risk was not only a degraded customer experience, but a lack of assurance that the contact center was operating within required standards.

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The Solution: CX Observability with Operata

To address these challenges, the organization implemented Operata’s CX Observability platform, purpose-built for Amazon Connect environments.

Operata provided real-time, end-to-end visibility across the entire contact center ecosystem, connecting customer experience, agent experience, network performance, and platform health into a single, actionable view.

Key capabilities included:

• Real-time performance visibility
  Operata enabled operations and CX teams to see exactly what customers and agents were experiencing during live interactions, removing guesswork from incident investigation.
  
  
• Faster issue detection and resolution
  With proactive alerts and clear performance indicators, teams could identify and resolve issues before they escalated, significantly reducing time to resolution.
  
  
• Correlation of technical issues to CX impact
  The platform linked agent device conditions, network performance, and Amazon Connect metrics directly to customer experience outcomes, making it easier to prioritise issues that truly matter.
  
  
• customizable views aligned to business needs
  Teams could create tailored dashboards aligned to their organizational structure, agent groups, and operational metrics, ensuring insights were relevant and actionable.
  
  
• Support for compliance and governance
  By providing objective, auditable performance data, Operata helped the organization strengthen governance, improve assurance, and support operational resilience.
  
  

Importantly, Operata was quick to deploy, requiring no complex code changes, and was able to scale rapidly across the contact center environment.

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Outcomes and Benefits: From Reactive to Proactive Operations

With Operata in place, the bank achieved a step-change in how it managed and assured contact center performance:

• Improved customer experience confidence
  Teams gained clarity on call quality and interaction performance, enabling data-driven decisions rather than assumptions.
  
  
• Reduced operational noise
  Fewer false escalations and faster root-cause identification allowed support teams to focus on genuine issues impacting customers.
  
  
• Greater resilience during peak periods
  Real-time observability provided confidence that the contact center could handle high-volume demand during critical business events.
  
  
• Enhanced collaboration across teams
  CX, IT, and operations teams worked from a shared view of truth, improving alignment and accountability.
  
  
• Stronger foundations for cloud adoption
  With clear assurance and governance, the organization was able to continue scaling its Amazon Connect deployment with confidence.
  
  

Operata... The single best monitoring tool l've come across in decades
~ Senior Voice Infrastructure Engineer

Confidence at Scale in a Regulated Industry

For large financial institutions, delivering consistent, high-quality customer interactions is non-negotiable. As contact centers move to the cloud and agent models become more distributed, CX observability becomes essential, not optional.

By implementing Operata, this UK banking organization transformed its contact center operations from reactive to proactive, gaining the visibility, assurance, and confidence required to operate at scale in a highly regulated environment.

The result: better customer experiences, reduced risk, and a more resilient contact center, built for the future of banking.

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