Cloud and AI are
driving an explosion
of innovation.
From new operating models to contact center technology enablers, the world’s changed.
The contact center has never been more different.
A perfect storm of communications, AI, and CCaaS enablers has combined with the capacity to operate anywhere in the world. The way contact centers are designed, implemented and run has changed.
Voice is at the core of innovation.
Voice powered transcription underpins the CRM - intelligent knowledge bases, agent assist, machine learning, CX analytics, sales intelligence and CCaaS apps all rely on it. It enables whole new security and authentication with biometrics, PCI redaction and more.
Voice is the preferred, most used & fastest growing channel.
Baby boomers, Gen X’ers and Millennials all prefer voice. More companies are offering voice and expanding their voice ahead of any other channel.*
* Zendesk Customer Experience Trends Report 2020
Learn about how CCaaS is enabling work from home agents
Read our whitepaper ‘Working from home considerations for cloud contact centers’
Great customer experience depends on speech and audio quality
Voice performance directly impacts your entire CCaaS stack:
- Live agents
- Transcription
- Self service and voicebots
- Sentiment Analysis, NLP. ML
- Agent assist, authentication, PCI redaction
And overall contact center performance:
- Customer experience (CSAT, NPS etc)
- Agent experience (productivity, churn)
- Average handling time/ Call length
- Cost (Services and People)
- Availability of services
That’s why there’s Operata.
Realize the potential within
your cloud contact center
Control service quality
Independently measure performance and SLAs for contact center, agent, BPOs, MSPs, partners, internal teams, applications, and carriers you rely on.
Boost agent productivity
Lower average handling times, less downtime, happier agents, and better customer experience.
Optimize your AI investment
Deliver the audio quality required to get the most from transcription, sentiment analysis, agent assistants, machine learning, and more.
Reduce mean time to resolve
Correlate data sources to gain insights, identify issues, determine root causes and resolve them quickly.
Lower costs
Reduce call times, focus investment in the right areas, optimize spend, and measure what matters.
Speed time-to-value
Gain data and insights to quickly and confidently move to a CCaaS platform with evidence of service performance.
Want to understand cost savings, ROI and TCO?
Try our ROI Calculator and find how much can you save with Operata.
“A highly valuable toolset for
providing key metrics as to the
customer and agent experience”
Darren Baker, Network Eng & Planning, Snr Lead, Telstra
