Service monitoring and assurance platform for Amazon Connect Operata has unveiled the Harmony release of its Operata Platform at AWS re: Invent 2023, marking its general availability. The highlight of this release is the introduction of Tenor AI, a comprehensive suite of CX Observability tools designed to help users with actionable insights derived from correlated technical, operational, and experiential data within their cloud contact center environments.
“With the increasing complexity of cloud contact centers and their growing volumes of data, businesses are struggling to separate key signals from all the noise when monitoring their end-to-end customer experience. 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.”said John Mitchem, Co-Founder and CTO, Operata.
Key features of Tenor AI include AI Featured Insights, providing targeted suggestions for enhancing crucial CX metrics; a real-time intelligent guidance system, offering performance improvements for each agent through an enhanced AX Copilot; and a natural language CX Copilot, enabling interactive exploration of CX Observability data with GPT-style conversational language.
By breaking down historical silos between technical, operational, and experiential data, Operata offers insights and guidance to enhance CX.
Three avenues for performance insights
- Proactive insights and recommendations are presented in real-time through a new feed, accessible via the Operata API for triggering alerts and workflows in integrated systems.
- Open-ended natural language interaction powered by Large Language Models (LLMs) allows detailed and complex queries about contact center performance.
- Data visualization through interactive Playbooks containing configurable dashboards, facilitating a deep dive into data spanning technical, operational, and experiential domains.
The Harmony release, now generally available, introduces AI Featured Insights that provide real-time recommendations to improve key metrics, an enhanced AX Copilot transforming Operata's Agent Messenger into a proactive Agent Experience Copilot, and a CX Copilot in beta, enabling investigation of performance through natural language interaction.
With a redesigned user experience, enhanced event streams for seamless integration with existing data infrastructure, and compatibility with Amazon Connect, Genesys Cloud CX, and NICE CXone, Operata's Harmony release positions itself as a pivotal tool for putting people experience at the core of cloud communications. Through its multi-CCaaS CX Observability platform, Operata aims to expedite issue resolution, justify CX investments, improve KPIs, and accelerate CCaaS time-to-value, fostering better connections with customers and driving revenue growth.
