Case Study: Everlight Radiology achieves improved Amazon Connect performance visibility with Operata

Operata enables Everlight Radiology to look inside their cloud contact center environment.

Everlight Radiology, a provider of 24/7 radiology reporting services across multiple time zones, needed to ensure the performance and reliability of their mission-critical Amazon Connect contact center. Their key challenges included baselining performance, validating the service against global network latency, and gaining detailed visibility into the end-to-end customer experience. To meet these goals, they partnered with Operata.

Operata provided its performance monitoring platform, deploying its Agent Collector on the custom softphone and its Conductor within the AWS environment via a CloudFormation template. This solution delivered comprehensive insights through features like the Call Timeline and Agent Status view, which helped identify the root causes of technical issues. As a result, Everlight gained the confidence to complete their full transition to Amazon Connect with minimal disruption, assuring the quality of their service which supports over 600,000 examinations annually.

Everlight Radiology

Alex Seng

Business Analyst