Top 5 Contact Lens x Operata Customer Benefits

Real-time, actionable notifications of issues impacting the customer or agent

Operata AX Co-Pilot allows real-time messages to be pushed to an agent when keywords or phrases are detected, with a fully-configurable action button to enforce consistent adherence to the business process.

Example uses:

• Agent Abuse: click to report the customer or notify the supervisor
• Audio Issues: report an issue to IT if the customer cannot hear you, or initialize a callback.
• Legal & Compliance topics: Flag call for review, open knowledge-base article.

Expert curated Contact Lens rules & data visualizations OoTB, fully customizable to meet specific business or tech needs

Shortcut the time to value with Contact Lens & Operata. Deploy high-value playbooks and rules for keyword and phrase detection and obtain insights in Operata within minutes of deployment.

Combine Contact Lens “experience” data with technical and operations data in Operata to quantify the challenges impacting CX

Know what is important - and what is not - when driving CSAT improvement. Are the issues Technical? Agent training? Process related? Find the biggest “bang for your buck”

Anomaly detection of customer/agent keywords with real-time notifications

Event-driven notifications when there is an anomalous spike of specific customer/agent keywords.

Automation of business processes using enriched Contact Lens events

Update a salesforce record, initiate a callback, create a task, or update a customer profile - there are endless possibilities with Operata-enriched events.