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17: Performance monitoring and experience management with Operata

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Manage episode 438054191 series 3551008
Inhoud geleverd door CloudInteract - cloudinteract.io. Alle podcastinhoud, inclusief afleveringen, afbeeldingen en podcastbeschrijvingen, wordt rechtstreeks geüpload en geleverd door CloudInteract - cloudinteract.io of hun podcastplatformpartner. Als u denkt dat iemand uw auteursrechtelijk beschermde werk zonder uw toestemming gebruikt, kunt u het hier beschreven proces https://nl.player.fm/legal volgen.

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In this episode of ACP, hosts Tom and Alex delve into the world of contact center optimization with John Mitchem, co-founder and CTO of Operata.
John shares insights on his two-decade career in contact centers, leading to the establishment of Operata. The discussion covers the evolution from traditional contact center monitoring to modern observability, the role of AI in enhancing customer and agent experiences, and the unique benefits of using Amazon Connect.
Learn about the challenges of ensuring high-quality calls, monitoring agent behavior, and how Operata leverages machine learning and real-time data to drive CX improvements.
00:00 Introduction and Catching Up

00:55 Guest Introduction: John Mitchem

01:20 John's Background in Contact Centers

02:58 The Genesis of Operata

03:39 Challenges in Audio Quality and Load Testing

05:54 Transition to WebRTC Monitoring

09:02 Importance of Core Quality in Customer Experience

12:38 From Monitoring to Observability

18:07 AI in Contact Centers

22:32 Agent Experience and Real-Time Feedback

24:49 Operata's Integration with Amazon Connect

26:40 Conclusion and Wrap-Up

Find out more about CloudInteract at cloudinteract.io.

  continue reading

27 afleveringen

Artwork
iconDelen
 
Manage episode 438054191 series 3551008
Inhoud geleverd door CloudInteract - cloudinteract.io. Alle podcastinhoud, inclusief afleveringen, afbeeldingen en podcastbeschrijvingen, wordt rechtstreeks geüpload en geleverd door CloudInteract - cloudinteract.io of hun podcastplatformpartner. Als u denkt dat iemand uw auteursrechtelijk beschermde werk zonder uw toestemming gebruikt, kunt u het hier beschreven proces https://nl.player.fm/legal volgen.

Send us a text

In this episode of ACP, hosts Tom and Alex delve into the world of contact center optimization with John Mitchem, co-founder and CTO of Operata.
John shares insights on his two-decade career in contact centers, leading to the establishment of Operata. The discussion covers the evolution from traditional contact center monitoring to modern observability, the role of AI in enhancing customer and agent experiences, and the unique benefits of using Amazon Connect.
Learn about the challenges of ensuring high-quality calls, monitoring agent behavior, and how Operata leverages machine learning and real-time data to drive CX improvements.
00:00 Introduction and Catching Up

00:55 Guest Introduction: John Mitchem

01:20 John's Background in Contact Centers

02:58 The Genesis of Operata

03:39 Challenges in Audio Quality and Load Testing

05:54 Transition to WebRTC Monitoring

09:02 Importance of Core Quality in Customer Experience

12:38 From Monitoring to Observability

18:07 AI in Contact Centers

22:32 Agent Experience and Real-Time Feedback

24:49 Operata's Integration with Amazon Connect

26:40 Conclusion and Wrap-Up

Find out more about CloudInteract at cloudinteract.io.

  continue reading

27 afleveringen

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