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17: Performance monitoring and experience management with Operata
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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
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