In the old contact center world, voice got a bad rap. Wait times, infinite loops, you name it. But that’s all changed.
From transcription to translation, sentiment to biometrics, bots to voice assistants. New voice applications can deliver more value than ever before. But with the promise comes high stakes. It’s critical to have the tools to get it right.
Operata is designed to measure, optimise and maintain voice performance to deliver the best cloud contact centers. It’s built exclusively on AWS for Amazon Connect and the Cognitive CX suite.
“A highly valuable toolset in measuring the performance at a network level and end-to-end — providing key metrics as to the customer and agent experience.”
Network Engineering & Planning Senior Lead
Simply customise your Amazon Connect softphone and rapidly implement analytics collectors. Reduce effort to deploy and speed time-to-value.
Continuously monitor performance from AWS to the desktop & everything between. Detect change impacts to manage assurance. Use headset integrations to measure acoustic shock, environmental noise and compliance.
Simulate load to validate scaling, troubleshoot issues and test fixes. Measure audio quality with ITU standard benchmarks and drive service improvements by benchmarking everyday performance.
Bring together data from every call, from agents and across AWS services. Accelerate resolution with integrated alerts and real-time visibility for all areas of the business.