Case Study: a large UK retail and commercial banking organization gains real-time contact center visibility with Operata

CX Observability Brings Clarity and Confidence to a UK Banking Contact Center

A large UK retail and commercial banking organization faced significant challenges after rapidly migrating its contact center to Amazon Connect to support remote work. The bank lacked end-to-end visibility into call quality and agent environments, leading to reactive operations, unresolved customer experience issues, and potential compliance risks in its highly regulated industry. To address this, they turned to the vendor Operata for a solution.

Operata implemented its CX Observability platform, providing the bank with real-time, end-to-end visibility across its entire contact center ecosystem. This solution connected customer experience, agent experience, and platform health into a single view. As a result, the bank shifted from reactive to proactive operations, significantly reduced resolution times, gained confidence during peak periods, and strengthened its compliance and governance with auditable data, ensuring a more resilient cloud contact center.