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Operata, the Experience Observability company has introduced Tenor AI, a new suite of CX Observability tools for users to gain insights from and take actions on correlated technical, operations, and experience data spanning their cloud contact centre environment. Tenor AI is fuelled by Operata’s fast-growing trove of data, built on more than 270 million customer interactions, 650 million agent minutes, and 1 trillion data points.
Tenor AI includes:
Operata provides the world’s only CX Observability platform built exclusively for cloud contact centres. Operata surfaces insights and delivers guidance for improving CX by drawing correlations across historically siloed technical, operations, and experience data.
For the first time, contact centres can act on AI-powered Featured Insights and use GPT-style conversational language in Tenor AI to ask questions of harmonized CX Observability data to gain a deeper understanding of the relationships between factors impacting Agent Experience (AX) and Customer Experience (CX).
“With the increasing complexity of cloud contact centres and their growing volumes of data, businesses are struggling to separate key signals from all the noise when monitoring their end-to-end customer experience,” says John Mitchem, Operata Co-Founder and CTO.
“We’re introducing Tenor AI as a ubiquitous layer of intelligence that opens up conversational data exploration, serves insights directly into the user’s workflow, and points them to areas that need attention the most,” Mr Mitchem adds.
The release means Operata customers now have three ways to gain insight into contact centre performance:
As of today, the Harmony release is Generally Available (GA) and all Operata customers are upgraded. Natural language querying features of Tenor AI are available via a private beta program.
