Case Study: Trustpower achieves faster contact center troubleshooting and stronger Amazon Connect confidence with Operata

Trustpower cuts troubleshooting from 20 to 2 minutes with Operata

Trustpower, one of New Zealand's largest energy and telecommunications companies, faced a challenge in quickly supporting a remote workforce during COVID-19 after transitioning to the Amazon Connect cloud contact center. They needed to rapidly gain insights into the root cause of performance issues without disrupting agents and build stakeholder confidence in the new service. Trustpower selected the Operata platform to address these challenges.

Operata integrated within Trustpower's Salesforce and Amazon Connect environment, automatically capturing performance data that replaced manual reporting. This solution reduced troubleshooting time from 20 minutes to just 2 minutes and provided the data-driven insights needed to optimize the service. The measurable impact gave Trustpower the confidence to fully commit to Amazon Connect for their entire organization, moving all agents to the platform.

Trustpower