With multiple providers, network types, security, operating systems, browsers, software, headsets and more, the pace of change is constant. Monitoring, testing and optimising this new world is critical to the successful delivery and ongoing quality of your Amazon Connect contact centre.
That’s why there is Operata. Operata is the only end-to-end experience management platform developed specifically for Amazon Connect. Operata continually gathers information across the end-to-end environment, every interaction, for every customer and every agent, everywhere.
It collects data in five key areas:
Operata brings multiple data sources together to provide correlated quality insights, learning service quality norms to better understand issues, automate actions and provide the details to resolve issues quickly or focus improvements. It’s built for agents in contact centres, home workers, contact centre managers and the IT teams that support them.
How it Works
Collect - Gathers data from four independent data points to give the best possible performance insight.
Learn - Data is processed and interpreted in real time, measuring and learning to improve.
Act - Operata takes action – making decisions, enacting workflows, running tests, recommending solutions and triggering events, including invoking Operata Apps.
Operata chats to the Agent, notifying resolutions and verifying fixes via qualitative & quantitative data collection.
Launch with the knowledge your environment is performant and that the impact of future change is mitigated.
With detailed real time performance data, CX teams can understand and manage potential issues sooner and ensure high quality end-to-end delivery.
Continuously sample all customer calls. Capture every call, measure audio quality and key metrics to map service performance trends over time.
Capture agent feedback and test data at the call level. Identify specific root causes and communicate proactively to increase the quality of customer experience.
Measure & monitor service network providers quality at site-level. Gain full insights to resolve issues across the end-to-end operating environment.
Know exactly what your customers are experiencing. Measure actual performance by combining objective testing using POLQA, synthetic tests and subjective agent scoring.
Access powerful dashboards, gain knowledge of your service performance, understand vendor quality across networks and cloud investments.
Fully programmable, Operata supports DevOps best practice by monitoring the impact of change and driving continuous improvement.