Introducing the Jubiloso release from Operata: A step forward in how you tackle challenges and elevate Cloud Contact Center performance.

New insights, intuitive navigation, and precision metrics come together seamlessly, providing a toolkit that feels both effortless and indispensable for solving practical challenges of contact center performance.

Elevate Operational and Technical Performance with New CX Risk Scores, Expanded Playbooks, and Enhanced Dashboards

Introducing the Jubiloso release from Operata: A step forward in how you tackle challenges and elevate Cloud Contact Center performance.

Every feature of Jubiloso has been thoughtfully designed to streamline problem-solving and drive operational excellence. New insights, intuitive navigation, and precision metrics come together seamlessly, providing a toolkit that feels both effortless and indispensable for solving practical challenges of contact center performance. It's about making sure your contact center operations run flawlessly, helping you not only resolve issues faster but also deliver a consistently exceptional experience.
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Why? Because we believe that when you’re equipped with the right tools, you can ensure frictionless operations, resolve issues faster, and ultimately, create a better experience for your customers and agents. With Jubiloso, we’re streamlining how you find issues so you can proactively elevate your Cloud Contact Center performance. Take action with all new built-in risk scores, insights and playbooks. Designed to minimize friction and maximize performance, seamlessly reducing both technical and operational risk
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New CX Risk Scores for Technology and Operations

Introducing all new CX Risk Scores for Technology and Operations - The Built-in CX Risk Scores act as guiding metrics for potential issues impacting Operations and Technology. Powered by AI, these scores analyze technical, operational, and experience data streams to highlight improvement areas, giving you a clear prioritization metric. With flexible filtering by geography, line of business, team, or BPO, you can target segments that need attention and drill down by risk factors to support proactive improvements.

CX Risk Scores help rank focus areas—whether technical issues or operational behaviors affecting agents and customers. By integrating insights from agent-reported issues and customer feedback, CX Risk Scores allow for targeted technical and operational improvements, ultimately enhancing both agent and customer experience.

Available right from the Operata Canvas menu and seamlessly integrated into your dashboards from the moment you log in, you get a clear view of what matters mos twith the following charts:

Technology CX Risk

The IT Risk Score reveals the percentage of calls impacted by IT-related issues like network disruptions, application failures, or equipment problems. Lower this score proactively to deliver a smoother, more satisfying experience for both customers and agents.

Visuals: IT Risk Score, Key IT Risk Indicators

Operational CX Risk

The Ops Risk Score shows the percentage of calls flagged with operational risk indicators, such as call abandonment, no audio, or missed calls. Reduce this score to streamline interactions and boost agent effectiveness.

Seamless, Proactive Performance

Experience the power of all-new risk scores, tailored insights, and custom playbooks — purpose-built to minimize technical and operational friction, elevating your Cloud Contact Center effortlessly, all from a single, intuitive homepage.

The new CX Risk Scores are built to solve a fundamental challenge: how to anticipate and address issues before they impact your customer and agent experience. By acting as guiding metrics, CX Risk Scores give you a clear, data-driven path to proactively enhance both operations and technology. They streamline your focus, cutting through the noise to highlight the areas that need the most attention.

With AI-powered analysis and flexible filtering options, you can drill down into specific segments and pinpoint the root causes of potential problems. This targeted approach helps you resolve issues faster, optimize performance, and consistently deliver better outcomes for your agents and customers. The seamless integration of agent-reported issues and customer feedback ensures that your improvements are both precise and comprehensive, driving continuous enhancement across your entire contact center operation.

Ultimately, the "why" is simple: CX Risk Scores give you the tools to stay ahead, prioritize effectively, and create a smoother, more reliable experience for everyone involved.

Redefined Playbooks and Dashboards

We’ve streamlined the Operata experience by separating Dashboards and Playbooks for greater clarity and focus. Dashboards now offer standalone data visualizations, giving you a clear, instant view of your key metrics. Playbooks, on the other hand, are purpose-built step-by-step guides to tackle specific methods for investigating issues and optimizing customer experience. They reference multiple dashboards and Operata features, providing a comprehensive toolkit tailored to your operational and technical goals.

With expanded scope, Playbooks now include additional Operata features like CX CoPilot, Heartbeat testing, and more, supporting a holistic approach to CX and operational optimization.

New Dashboards available under Canvas Menu

Updated User Guides and Training Materials

A comprehensive series of new guides walks you through each tool and feature, offering step-by-step instructions and best practices. These guides are designed to simplify your journey, making it effortless to harness the full power of Operata. Whether you’re aiming to enhance operational efficiency, improve customer experience, or troubleshoot issues quickly, these resources ensure you can achieve specific, targeted outcomes with confidence. By providing clear, actionable insights, the guides help you unlock Operata’s full potential and make the most of its robust capabilities.

Explore some of the new-look user guides today:

Using Operata: Guides to help users maximize the platform’s potential.
Features: Step-by-step instructions on using specific Operata features.
Canvas: Detailed guidance on using Operata’s curated dashboards.
Playbooks: Methods for investigating issues and optimizing customer experience (CX).

Coverage Dashboard and Report

Another innovation is the new Coverage Dashboard and Report, designed to give you complete visibility into agent coverage. Track Chrome extension usage effortlessly and see its impact on performance in real-time. With detailed coverage data at your fingertips, you can resolve technical issues faster and boost agent consistency by identifying deployment gaps.

Collection Coverage offers a clear metric, showing the percentage of agents from whom Operata collects data. By addressing Coverage Gaps, you ensure full visibility and improve the accuracy of insights across your contact center.

The new Coverage Dashboard and Report provide full visibility into agent coverage, enabling you to track Chrome extension usage and its performance impact. Comprehensive coverage data supports efficient technical issue resolution, optimizing agent performance and consistency across operations by highlighting deployment gaps.

Collection Coverage
This metric shows the percentage of agents Operata collects data from. Addressing Coverage Gaps ensures full visibility and accuracy across contact center environments.

Charts: Collection Coverage, Coverage Gap

`Who’s This For?`

Operata’s Jubiloso release is ideal for CX and IT operations professionals, customer support teams, and business leaders focused on optimizing customer experiences and enhancing operational efficiency. Whether managing teams, driving technology performance, or delivering exceptional customer journeys, Jubiloso provides the tools and insights necessary for success.

‍Optimized Technical and Operational Problem-Solving