OPERA Inc. has partnered with Optage Inc. to become a reseller and implementation partner for the AI-powered contact center quality assessment system 'Enour QualityPartners', combining AI automation with OPERA's consulting expertise to improve customer service quality.
OPERA Inc. announced it has signed a reseller agreement with Optage Inc. to begin implementation support for "Enour QualityPartners," a contact center service quality evaluation automation system. Through this initiative, OPERA will provide comprehensive support, including the automation of quality evaluation by AI, designing evaluation criteria tailored to each company's customer contact points and brand policies, supporting supervisors and evaluators, and establishing feedback and improvement activities. By combining Optage's AI solution with OPERA's expertise in quality evaluation design and operational support, the partnership aims to transform evaluation results from mere score management into a driver for behavioral change and continuous quality improvement.
FACT BOX
- Source: PR TIMES
- Category: Partnership Announcement
FAQ
What is this announcement about?
OPERA Inc. has become a reseller and implementation partner for Optage's AI-powered contact center quality evaluation system, "Enour QualityPartners".
What is "Enour QualityPartners"?
It is an AI system that automates the quality evaluation of contact center calls, providing efficient, fair, and accurate assessments and feedback to improve operator performance.
What value does OPERA add to this partnership?
OPERA provides comprehensive support beyond simple system installation, including designing custom evaluation criteria, training supervisors and evaluators, and establishing feedback mechanisms to ensure the AI tool leads to tangible improvements in service quality.
Who is the target audience for this service?
The service targets companies with contact centers, BPO providers, and customer support departments that want to improve evaluation efficiency, standardize quality control, and link evaluation results to agent training and development.
How does this solution address modern contact center challenges?
As routine inquiries are automated, human agents increasingly handle complex and emotional customer interactions. This system helps evaluate and improve the nuanced skills needed for these high-value interactions, focusing on enhancing customer experience and brand value.