Case Study: Trustpower improves contact center performance with Operata

Amazon Connect & Operata deliver confidence to Mercury agents working from home.

Trustpower, a major New Zealand energy and telecommunications company, faced challenges optimizing its new Amazon Connect contact center after a rapid shift to work-from-home agents. The manual process for reporting performance issues was time-consuming and led to agent fatigue, making it difficult to identify root causes. To quickly gain insights without disrupting agents, Trustpower partnered with vendor Operata and utilized its Transform package.

Operata’s solution was integrated into Trustpower’s Salesforce and Amazon Connect environment, automatically collecting performance data and network metrics. This eliminated manual reporting and reduced troubleshooting time from 20 minutes to just 2 minutes. The data provided by Operata identified the need for improved network connectivity, guiding the move to AWS Direct Connect, and helped distinguish between technical and training issues. This restored stakeholder confidence and led Trustpower to commit to Amazon Connect as its permanent contact center platform.

Trustpower

Andrea Leggatt

Technology Operations Manager