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Real-time monitoring and analysis of customer interactions to optimize experience quality.
"Using Operata’s CX Observability, one of our clients achieved a 90% reduction in agent disruption costs by proactively detecting network and device issues."
CX Observability is the practice of instrumenting, collecting, and correlating real-time telemetry—such as customer sentiment, effort scores, interaction latency, and channel usage across all customer touchpoints in a contact center ecosystem. By leveraging omnichannel analytics, journey-mapping, and event-driven alerts, organizations gain end-to-end visibility into the health of each interaction and the overall customer journey.
In a modern CCaaS (Contact Center as a Service) environment, CX Observability platforms ingest data from voice calls, chat transcripts, email threads, social media mentions, and IVR flows. They then apply AI/ML algorithms to surface anomalies like sudden drops in Net Promoter Score (NPS), rising handle times, or sentiment shifts and trigger automated remediation workflows.
This proactive stance empowers contact centers to:
Ultimately, CX Observability transforms raw interaction data into actionable insights, driving continuous improvement and enhancing customer loyalty.
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