Case Study: Telstra achieves clear voice quality insights for Amazon Connect with Operata

CSAT is directly related to the quality of the conversation

Telstra, a leading Australian telecommunications company, faced a challenge with inconsistent voice quality test results during their pilot program with Amazon Connect. This roadblock threatened their ability to ensure a high-quality customer experience, leading them to engage the vendor Operata and utilize its voice quality measurement toolset.

Operata instantly deployed its stats collector into Telstra's environment to measure real-time network performance. The solution identified that Telstra's legacy testing methodology, not its network, was the root cause. Operata implemented modern POLQA scoring to replace an outdated standard, providing Telstra with automated, objective quality testing across their entire service. This enabled Telstra to confidently verify Amazon Connect's performance for both agents and customers and gave them a powerful tool for ongoing, widespread quality measurement.

Telstra

Darren Baker

Network Engineering & Planning — Senior Lead