Ever since the initial release of Operata Platform for Amazon Connect, Operata has continued to enhance its integrated CX Observability solution to deliver greater benefit to Amazon Connect customers. Through our ongoing efforts, Operata was recently designated as Amazon Connect Ready, and joins a select group of AWS partners with this designation. Operata is the first Observability software provider to achieve the Amazon Connect Ready designation.
The Amazon Connect Ready specialization highlights AWS Partners who have distinguished themselves as leaders in the contact center industry in providing solutions that integrate seamlessly with Amazon Connect software solutions. These programs highlight optimized solutions that are validated through the AWS Service Ready Program by AWS Partner Solution Architects to ensure customers have a consistent, reliable experience with Amazon Connect.
With dozens of AWS customer launches on Operata Platform, we’re accelerating Amazon Connect time-to-value and expanding Amazon Connect Contact Lens usage by bringing its data together with other technical, operations, and experience data from Operata to draw correlated CX insights and recommended actions.
In under 30 minutes, Operata can be deployed and start collecting data from Amazon Connect and Contact Lens. Operata also provides CloudFormation templates to rapidly configure Contact Lens conversational analytics Rules and Intents for key AX and CX Observability use cases such as “Agent Abuse” and “I Can’t Hear You”.
Innovative CX Insights
Operata added integration with Amazon Connect Contact Lens in the Grandioso release of Operata Platform. By combining real-time information from Operata, Amazon Connect, and Contact Lens, Operata surfaces insights and delivers guidance for improving AX and CX by drawing correlations across historically siloed technical, operations, and experience data. For example, by combining Operata and Amazon Connect Contact Lens data, our customers gain insight into complex CX questions such as:
“How is Hold/Mute Time related to Customer Sentiment?”
“How does agents’ use of their Built-in Microphone affect Customer Sentiment?”
“Is there a correlation between Call Audio Quality and Customer Sentiment?”
“Does Hold/Mute Time increase the likelihood of Agent Abuse on a call?”
Additionally, Operata provides real-time CX recommendations to users and agents, so that Amazon Connect contact centers can proactively resolve technical or operational factors impacting agent and customer experience.