Case Study: an Australian regional insurance company improves contact centre quality and assurance with Operata

An Australian regional insurance company successfully transitions their internal IT helpdesk to Amazon Connect

The customer, a leading Australian regional insurance company, sought to reinvent its customer service by transitioning its internal IT helpdesk to Amazon Connect. Its key challenges were ensuring a perfect service on day one of the transition and achieving its three goals of showcasing innovation, improving the employee experience, and delivering operational excellence. The vendor, Operata, was engaged to provide its platform for delivery assurance and maintaining service quality.

Operata’s solution involved using its load testing tools to proactively find and resolve call-flow issues before go-live. Once live, the Operata Platform continuously monitored the new environment, quickly identifying and providing the data to resolve network configuration problems that were hindering call quality. The results were so successful that Operata’s quality measures became an integral part of the company’s change validation process, allowing teams to shift from fixing issues to proactively improving service quality.