Case Study: Phase Pacific achieves objective audio quality scoring for Amazon Connect with Operata

Operata worked with Phase Pacific to deliver objective audio quality scoring for cloud contact centers

Phase Pacific, a network performance and software integrity expert, faced the challenge of needing to objectively measure audio quality in modern cloud contact centers. Legacy methods relying on network statistics or physical appliances were inaccurate, expensive, and impractical, making it difficult to ensure a high-quality customer and agent experience for clients using platforms like Amazon Connect. They partnered with vendor Operata to implement its new voice quality scoring solution.

The solution implemented by Operata was a cloud-native toolset that uses the POLQA scoring standard and a benchmark Harvard reference audio file to conduct automated, on-demand testing across the entire Amazon Connect environment. This provided Phase Pacific and its clients with immediate, actionable insights and playable audio results, giving them the confidence to adopt and operate Amazon Connect while ensuring best-in-class audio quality.

Phase Pacific

Bruno Schiavetti

Technical Director