OPERA株式會社與OPTAGE株式會社合作，成為AI客服中心品質評估系統「Enour QualityPartners」的經銷與導入合作夥伴，將AI自動化與OPERA的顧問專業知識相結合，以提升客戶服務品質。
OPERA株式會社宣布與OPTAGE株式會社簽訂經銷代理合約，開始為其提供的客服中心應對品質自動化評估系統「Enour QualityPartners」提供導入支援。透過此項合作，OPERA不僅將實現由AI自動化應對品質評估，更將根據各企業的客戶接觸點、業務特性及品牌方針，提供從評估標準設計、主管與評估人員支援、回饋運作到改善活動落地的一貫性支援。結合OPTAGE提供的AI解決方案與OPERA累積的應對品質評估、評估標準設計及現場運營支援的專業知識，我們致力於將評估結果從單純的分數管理，轉化為促進現場人員行為改變與持續品質改善的動力。
FACT BOX · 重點整理
- 來源：PR TIMES
- 分類：Partnership Announcement
常見問題
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.