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.
Posted by Veronica Silva Cusi, news correspondent
Operata 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.
Published: Tuesday, November 28, 2023
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