Operata Has Been Awarded Selection for the Innovation Showcase at Enterprise Connect 2024 (EC24) for Advancing Customer Experience With CX Observability

LAS VEGAS & MELBOURNE, Australia--(BUSINESS WIRE)--Mar 26, 2024--

Operata has been awarded selection for the Innovation Showcase at Enterprise Connect 2024 (EC24), marking a significant achievement in its commitment to enhancing the efficiency and functionality of contact centers through CX Observability.

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CX Observability monitors signals in technical, operational, and experience data in real-time calls and interactions to spark actions that optimize contact center performance.

The selection of Operata for the Innovation Showcase at Enterprise Connect 2024 (EC24) recognizes it among cutting-edge technologies enhancing customer experiences. This year, Enterprise Connect's focus on outcome-based technologies reflects the evolving landscape of customer service, emphasizing the importance of innovative solutions like Operata's CX Observability platform in delivering broad-based benefits across IT and business operations.

The showcase aims to introduce Operata and other selected organizations to a broader audience, highlighting their potential to transform customer and agent interactions in the contact center environment​​.

CX Observability for Cloud Contact Centers (Graphic: Operata)

“Despite the availability of sophisticated technologies, achieving an improved customer or agent experience is actually getting harder,” said John Mitchem, CTO and Co-founder of Operata. “This is due to the complex end-to-end IT and Operating environment that relies on a maze of networks, shared infrastructure, applications and people to support it. Change is constant and many parts must work harmoniously together to deliver great CX.”

“We built Operata to unlock better IT and Ops performance through data with AI-powered CX Observability tools that promote insights and take actions needed to deliver the best customer and agent experience,” he adds.

This method is particularly relevant in a landscape where contact center operating models have evolved substantially; where distributed teams and outsourcing are widespread and where 82% of agents now do some of their work from home - adding layers of complexity to contact center operations.

The recognition of Operata at EC24 for its innovation in CX Observability underscores the company's unique approach. Operata's platform goes beyond traditional IT monitoring to aggregate and analyze data across technical, operational, and experience dimensions, providing insights and taking action to enhance customer and agent experiences.

Operata's CX Observability platform demonstrates its value by offering a comprehensive view of the contact center ecosystem. For instance, by correlating technical data like agent CPU usage with experience data such as customer sentiment, the platform can pinpoint issues such as mid-call disconnects and facilitate immediate corrective actions. These actions range from initiating IT support tickets to alerting agents about potential issues and automating customer callbacks, thus ensuring a seamless communication flow.

With its application across various sectors, including banking, insurance, healthcare, and software, Operata's platform is proving essential for organizations aiming to enhance operational efficiency and customer satisfaction. The daily use of Operata by over 120,000 agents across more than 300 million interactions speaks to its effectiveness in identifying and implementing real-time improvements.

The benefits of adopting Operata's CX Observability platform are clear and immediate. Organizations report reduced Time to Resolution (TTR), lower Average Handle Time (AHT), increased agent availability, and enhanced First Call Resolution (FCR), all contributing to a superior customer and agent experience.

In light of its selection for the Innovation Showcase, Operata is offering EC attendees a chance to experience the advantages of CX Observability with a free trial. For more details or to arrange a meeting during or after the show, visit operata.com.

As the industry evolves, Operata remains dedicated to enhancing the quality of customer service through thoughtful application of technology and data insights.

Please visit https://operata.com for further information.

LONDON (AP) — Paul McCartney is a billionaire Beatle.

According to figures released Friday, the former member of the Fab Four is the first British musician to be worth 1 billion pounds ($1.27 billion).

The annual Sunday Times Rich List calculated that the wealth of the 81-year-old musician and his wife, Nancy Shevell, had grown by 50 million pounds since last year thanks to McCartney’s 2023 Got Back tour, the rising value of his back catalogue and Beyonce’s cover of The Beatles’ “Blackbird” on her “Cowboy Carter” album.

A “final” Beatles song, “Now and Then,” was also released in November and topped music charts in the U.S., the U.K. and other countries. Surviving Beatles McCartney and Ringo Starr completed a demo track recorded in 1977 by the late John Lennon, adding in guitar by George Harrison, who died in 2001.

The newspaper estimated 50 million pounds of the couple’s wealth is due to Shevell, daughter of the late U.S. trucking tycoon Mike Shevell.

McCartney ranked 165th overall on the newspaper’s respected and widely perused list of the U.K.’s 350 richest people. Top spot went to Gopi Hinduja and his family, who own the banking, media and entertainment conglomerate Hinduja Group and are worth an estimated 37 billion pounds.

Other entertainment figures on the list include “Harry Potter” author J.K. Rowling, whose fortune is estimated at 945 million pounds, and singer Elton John, estimated to be worth 470 million pounds.

King Charles III ranked 258th with an estimated wealth of 610 million pounds. The king’s fortune includes the large inherited private estates of Sandringham in England and Balmoral in Scotland. The total does not include items that are held in trust by the monarch for the nation, such as the Crown Jewels.

FILE - Paul McCartney performs at Glastonbury Festival in Worthy Farm, Somerset, England, Saturday, June 25, 2022. Paul McCartney is a billionaire Beatle. The former member of the Fab Four is the first British musician to be worth 1 billion pounds ($1.27 billion), according to figures released Friday, May 17, 2024. (Joel C Ryan/Invision/AP, File)