CX Observability monitors signals in technical, operational, and experience data in real-time calls and interactions to spark actions that optimize contact center performance.

Before using Operata, Reciprocity identified several goals and operational challenges they sought to address in their contact center operations.

All the innovative GenAI technology announcements notwithstanding, what made re:Invent successful were the connections and experiences shared between people.

“In our ‘Harmony’ release we’re introducing Tenor AI as a ubiquitous layer of intelligence that opens up conversational data exploration, serves insights directly into the user’s workflow, and points them to areas that need attention the most.” – John Mitchem, Operata Co-Founder and CTO

Our latest release introduces AI-powered CX Observability copilots fueled by a trillion contact center data points.

Amazon Connect Ready designation 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.

Does poor CX drive poor customer sentiment, and what impact does that have on a company’s revenue?

Here are some key observability software requirements to keep in mind for a successful transition to and ongoing operation of a cloud contact center.