17: Performance monitoring and experience management with Operata

ACP: The Amazon Connect Podcast

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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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