Unprecedented agent and customer experience (CX) insights.
With the Grandioso release, Operata is spearheading innovation in consolidated technical and operational analytics for cloud contact centers. Historically, organizations have struggled to unify data across diverse sources and tools, leading to CX “blind spots”, limited customer satisfaction, and increased operational costs.
Now, contact centers can improve compliance and unlock richer insights into contact center performance.
Innovative new capabilities
The Grandioso release of the Operata Platform delivers powerful new capabilities for cloud contact centers:
Operata for Amazon Connect Contact Lens - New dashboards (“playbooks”) provided out of the box for Contact Lens data derived from quality management, sentiment analysis, and conversational analytics.
Connectors Architecture - Foundational support for an expanding list of business data integrations with Contact Center as a Service (CCaaS), Workforce Experience Management (WEM), Quality Management (QM), Voice of the Customer (VoC), and Customer Experience (CX) solutions.
Expanded Event Streams for 3rd-Party Tooling - Expanded Operata data sets are now available with rich eventing via Amazon EventBridge to 3rd-party analytical and operational tools, and systems of record.
Operata for Amazon Connect Contact Lens
The Grandioso release introduces new Playbooks in Operata Platform that enhance insights available from Amazon Connect Contact Lens data. Integrating Contact Lens with Operata Platform adds valuable new data such as customer and agent sentiment, agent policy compliance and script adherence, and more.
By correlating Contact Lens data with other CX Observability data already available in the Operata Platform, Amazon Connect customers can now unlock completely new insights into the true ‘people experience’ in their contact centers, such as:
How much of an impact does poor voice quality have on customer sentiment?
Are 3rd-party agents providing a lower level of service?
Are agents happier working from home?
Are customers happier when interacting with agents working from home?
What are the drivers behind an agent’s low customer sentiment scores - high background noise, poor voice quality, heavy use of hold, talking over the customer, etc.?
Amazon Connect Contact Lens is an optional add-on for Amazon Connect that provides contact center analytics and quality management capabilities including sentiment, conversation characteristics, emerging contact themes, and agent compliance risks surfaced using natural language processing (NLP) on transcripts generated by ML-powered conversational analytics for calls and chats.
Connectors Architecture
The Grandioso release also includes a retooled connectors architecture to facilitate data capture from new sources. Operata Platform now includes foundational support for an expanding list of business data integrations with Contact Center as a Service (CCaaS), Workforce Experience Management (WEM), Quality Management (QM), Voice of the Customer (VoC), and Customer Experience (CX) solutions.
Expanded Event Streams for 3rd-Party Tooling
The Operata Platform data sets are now expanded with rich eventing via Amazon EventBridge to 3rd-party analytical and operational tools, and systems of record. Through this eventing architecture, Operata customers can more easily export data and trigger events based on CX Observability insights in the platform.
Upgrading to the Grandioso release
All Operata customers will be upgraded to the Grandioso release at no cost. Amazon Connect Contact Lens is required for the new playbook features described above. Integration with Contact Lens is available for free through 2023. Agent features are now available through our browser extensions Operata for Chrome and Operata for Edge and configurable via feature flags from within Operata Platform.
Amazon Connect Contact Lens is an optional add-on for Amazon Connect that provides contact center analytics and quality management capabilities including sentiment, conversation characteristics, emerging contact themes, and agent compliance risks surfaced using natural language processing (NLP) on transcripts generated by ML-powered conversational analytics for calls and chats.
WHO IS IT FOR?
Contact center ops teams - to measure and improve performance and productivity in their contact center.
IT teams - to support contact center operations and measure, troubleshoot and improve the end-to-end environment.
HOW TO GET IT
All Operata customers will be upgraded to the Grandioso release at no cost.
Available now for Amazon Connect
Coming soon to Nice CXOne and Genesys Cloud.
Experience Operata value at no cost for a 14-day period.
*Grandioso (music): A tempo mark directing that a passage is to be played in a grand and noble style.
