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News : Operata Launches AI-powered CX Observability Copilots

#contactcenterworld

Las Vegas, NV, USA & Melbourne, Australia, Nov 27, 2023 - Operata, the Experience Observability company, announced at AWS re:Invent 2023, general availability of the Harmony release of its Operata Platform. The release introduces Tenor AI*, a new suite of CX Observability tools for users to gain insights from and take actions on correlated technical, operations, and experience data spanning their cloud contact center environment. Tenor AI is fueled by Operata’s trove of data.

Tenor AI includes:

AI Featured Insights highlight areas of improvement to make the most gains to your key CX metrics.
Real-time intelligent guidance to improve technology and operational performance for every Agent with an enhanced AX Copilot.
A natural language CX Copilot to interact with CX Observability data and surface unique data correlations.

"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," said John Mitchem, Operata Co-Founder and CTO. "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."

The Harmony release means Operata customers now have three ways to gain insight into contact center performance.

The Harmony release is Generally Available (GA) and all Operata customers are upgraded. Natural language querying features of Tenor AI are available via a private beta program.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Operata:
Company LogoOperata delivers the world’s first and only CX Observability platform built exclusively for cloud contact centers. Trained on billions of voice interactions with hundreds of billions of data points, Operata Platform monitors every second of every call, providing end-to-end voice observability and AI-powered insights with proactive recommendations for enhanced customer experience. Today’s leading global brands trust Operata to support digital transformation, improve customer experience, increase agent productivity, and reduce operational costs.
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Today's Tip of the Day - Knowledge Based Solution

Read today's tip or listen to it on podcast.

Published: Tuesday, November 28, 2023

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2024 Buyers Guide Automation

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

3.) 
Pointel

Genesys Identity and Access Manager
Automated Provisioning Solution for Multi-Vendor Communication Platforms

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

Pointel I...
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