Case Study: a global financial services organisation improves CX observability and call quality with Operata

Scaling CX Observability Across a Global Banking Contact Centre in the United States

a global financial services organisation was expanding its US contact center operations on Amazon Connect but faced challenges with limited visibility across its global and third-party agents, network latency issues, and difficulty managing call quality and performance. This lack of end-to-end observability created risks for customer experience, SLA enforcement, and a major acquisition.

The organisation deployed Operata’s CX Observability platform, which provided real-time, end-to-end visibility across agent and customer interactions. This solution from Operata resulted in improved call quality, reduced issue resolution times, stronger SLA confidence, and a de-risked business transition, providing a scalable foundation for continued growth.