Scaling CX Observability Across a Global Banking Contact Centre in the United States

Introduction: Expanding a Global Banking Operation in the US

A global financial services organisation with deep roots in the UK operates a significant and growing presence in the United States. Its US operations support large-scale consumer credit and servicing programs.

In the highly regulated US banking environment, the organisation manages high volumes of customer interactions across internal teams and third-party business process outsourcing (BPO) partners. These interactions are critical to customer satisfaction, regulatory compliance, and revenue protection, particularly in areas such as payments, credit servicing, and dispute handling.

Having already modernised its contact centre platform using Amazon Connect, the organisation sought to ensure that its US operations could scale with the same level of visibility, control, and assurance established elsewhere in the business.

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The Challenge: Managing CX and Agent Performance at Global Scale

As the US contact centre footprint expanded, the organisation faced growing operational complexity driven by scale, geography, and third-party involvement.

Key challenges included:

• Limited visibility across global and third-party agents
  A significant portion of the workforce operated through BPO partners. Ensuring consistent service quality and enforcing SLAs without direct visibility into agent environments created operational and governance challenges.
  
  
• Network and latency risks for distributed agents
  With agents operating across regions, teams anticipated and began to see issues related to latency, packet loss, and extended round-trip times, directly impacting call quality and customer experience.
  
  
• Early-stage insight into Amazon Connect performance
  While Amazon Connect provided a modern cloud foundation, the organisation lacked deeper insight into agent behaviour, softphone reliability, and interaction quality trends at scale.
  
  
• Softphone and call quality issues
  Non-functional softphones, inconsistent audio quality, and unexplained call failures were difficult to diagnose without end-to-end observability spanning the agent, network, and contact centre platform.
  
  
• Complexity of a major acquisition transition
  The integration of a large retail credit card portfolio introduced additional risk. Ensuring service continuity and consistent CX during the transition required greater insight into agent environments and customer interactions.
  
  

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Why It Mattered: CX, SLAs, and Regulatory Confidence

In US financial services, contact centre performance directly impacts customer trust, brand reputation, and regulatory posture. Poor visibility into agent performance or call quality can:

• Increase customer complaints and escalation volumes
  
  
• Undermine third-party SLA enforcement
  
  
• Delay issue resolution and inflate operational costs
  
  
• Create compliance and conduct risk during sensitive customer interactions
  
  
• Introduce uncertainty during large-scale business transitions and acquisitions
  
  

Without a unified view of agent experience (AX) and customer experience (CX), teams risked operating reactively, addressing symptoms rather than root causes.

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The Solution: Global CX Observability with Operata

To address these challenges, the organisation deployed Operata’s CX Observability platform across its US contact centre operations, extending a proven approach already in place elsewhere in the business.

Operata was rolled out to internal agents and BPO partners globally, providing a consistent, real-time view of contact centre performance across Amazon Connect environments.

Key capabilities included:

• End-to-end visibility across CX and AX
  Operata connected Amazon Connect data with agent environment insights, network performance, and voice quality, creating a single source of truth for operations, IT, and CX teams.
  
  
• Third-party performance assurance
  The platform enabled the organisation to monitor BPO agents with the same level of transparency as internal teams, supporting SLA management and service quality governance.
  
  
• Faster detection and resolution of issues
  Real-time alerts and performance playbooks allowed teams to quickly identify issues such as softphone failures, network degradation, or call quality drops, reducing time to resolution.
  
  
• Actionable insights for CX and operations teams
  Performance playbooks translated technical signals into clear, business-relevant insights, enabling non-technical teams to act confidently and consistently.
  
  
• Proactive agent support
  When issues were detected, agents received real-time alerts and self-service guidance, reducing downtime and minimizing customer disruption.
  
  

The platform was simple to deploy, requiring no code changes, and scaled easily across a globally distributed workforce.

Outcomes and Benefits: Control, Confidence, and Scalable Operations

With Operata in place, the organisation achieved significant operational improvements across its US contact centre operations:

• Improved visibility across global and BPO agents
  Teams gained confidence in service quality and agent performance, regardless of location or employment model.
  
  
• Reduced mean time to resolution (MTTR)
  Faster identification of root causes helped prevent minor issues from escalating into widespread CX incidents.
  
  
• More consistent customer experience
  Improved call quality and softphone reliability directly enhanced customer interactions across high-volume contact flows.
  
  
• Stronger support for business transitions
  Enhanced observability reduced risk during the integration of the newly acquired credit card portfolio.
  
  
• Operational alignment across regions
  With a shared view of performance, US and global teams operated with greater consistency and collaboration.
  
  

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Closing Summary: Enabling Confident Growth in a Complex Banking Environment

As financial institutions scale globally and rely more heavily on distributed and third-party workforces, CX observability becomes essential to maintaining service quality, compliance, and operational resilience.

By extending Operata’s CX Observability platform into its US operations, this global banking organisation gained the insight and control required to support growth, manage complexity, and deliver consistent customer experiences, at scale and across borders.

The result: greater confidence in Amazon Connect, improved CX and AX, and a resilient foundation for continued expansion in the US market.

One platform. One view. Global confidence. Request your Operata demo.