This release elevates agent performance, optimizes operations, and helps ensure exceptional customer satisfaction. Features include real-time agent guidance and updates for more focused technical and operational efficiency improvement.
We are pleased to announce Impresario, the latest release from Operata.
View performance metrics by the business and organizational categories already configured within your CCaaS agent profiles.
This enhances operational management by allowing you to view data in the way you organize your business, with no configuration overhead.
You can drill down on specific business groups using categories and filters from multiple criteria, for example:
Operata's updated Agent Notifications support a range of use cases for notifying agents with suggested actions, fuelled by real-time Operata Insights.
Powered by AX CoPilot and with out-of-the-box visualizations in our Canvas BI tool, this feature enhances agent performance and customer experience with ready-to-go, out-of-the-box, high-value use cases:
Proactively managing and supporting agents in real-time is the most effective way to improve customer experience. These notifications help fix problems at the source, allowing agents to address both technical and operational issues, guided by business defined processes.
AX CoPilot has been created with extensibility at its heart to support multiple use cases, tailored to specific needs. Customization of notification types, suggested actions, and visual alerts, allows Customer suggested ideas to be brought to life and offered to all.
Call on Page offers a detailed per-second timeline of call metrics and characteristics, providing a granular view of call conditions. This includes specifics such as audio energy levels and the overall call stack.
Designed to help contact center managers and IT teams, this tool allows for quick identification of call issues, leading to faster resolutions and improved customer satisfaction. By visualizing these metrics, teams can more clearly see where the problem occurred that caused the CX issue, helping to resolve individual call-level problems. The Call on Page feature includes:
The level of detail available is unmatched, allowing teams to solve the "what" and "why" of specific agent issues at a call-by-call level.
Agents using VPN to connect to enterprise networks, hide their true network connection both reducing observability of underlying issues such as poor-performing ISPs and masking their true location.
Agent ISP utilizes a dedicated Operata bypass URL, that when configured within the customers VPN environment to route via the agents network (not their VPN) captures the underlying agent network details, which are visible in Operata Canvas,
Introducing key features designed to improve operational efficiency, expand monitoring capabilities, and enhance performance in contact centers.
Based on extensive work with our customers and over 1 billion minutes of data, Operata has identified key patterns that impact call quality. When a critical issue, such as poor network performance, is detected, we can tag the call at the specific point where the issue occurs. Our ongoing release of new tags enables more detailed and actionable insights. Tags allow for understanding the causes of issues based on correlative events, making operations more efficient. These tags help determine what constitutes a good or bad call, creating a feedback loop with unique data from Operata.
Example Tags:
In future releases, multiple tags will correlate to deliver insights that will enable proactive problem resolution, enhancing call quality and customer satisfaction, for example - detecting both agent silence and a call ending during this silence could indicate a one-way audio issue.
Operata also provides recommendations for identifying poor calls and driving specific predictive models of poor CX. This feature leverages a network of voice experts, offering a competitive advantage and ensuring high-quality customer interactions.
The latest release brings significant improvements to the performance of our BI tool; Canvas. Dashboard refresh times have improved significantly giving users access to data and insights far more quickly.
In case you missed it - Operata has achieved SOC 2 Type 1 certification marking a significant milestone in
our ongoing commitment to security, compliance, and operational excellence. This certification highlights our dedication to providing our customers with the highest information security, data protection, and reliability standards.
WHO IS IT FOR?
HOW TO GET IT
All Operata customers will be upgraded to the Impresario release.
All features available now for Amazon Connect & coming soon to Nice CXOne and Genesys® Cloud CX™
Agent features are now available through our browser extensions Operata for Chrome and Operata for Edge.
*Impresario : a person who organizes and often finances concerts, plays, or operas