CX Observability. AI Certainty

Monitor, assure, diagnose and optimize performance across your AI and human-powered CX stack. In real time.

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4 of the Top 10 Global Software

2 of the top 10 U.S. Healthcare

Top 3 Global Pharma

2 of the Top 5 UK Banks

Top 3 Global Travel

10 Fortune 500 Industrials & Insurance Leaders 

4 of the Top 10 Global Software

2 of the top 10 U.S. Healthcare

Top 3 Global Pharma

2 of the Top 5 UK Banks

Top 3 Global Travel

10 Fortune 500 Industrials & Insurance Leaders 

Scattered signals, disconnected experiences.

AI breaks in the blind spots and handoffs

Enterprises are racing to deploy AI agents across a fragmented voice AI, AI CX, and CCaaS tech stack — with diverse in-house, remote, and outsourced operations.

Without observability into live interactions through these disconnected systems, IT and Ops can’t fix problems before customers feel them.

The observability control layer for CX

Real-time telemetry across every customer interaction

As the world's first CX Observability platform, Operata connects the dots — piecing together technical, operational, and experience data from the entire customer journey, and empowering you to improve it.

Monitor

Capture every interaction, live.

Capture signal from every second of every call — AI and human. Get real-time telemetry that brings each customer interaction into a single end-to-end view.

NAMEINFO0:002:00

Customer journey

TelephonyDIRECTIONinboundDISCONNECTagent_hangup

SIP Session

northside-oncall-tfWAIT TIME1m 41s

AINorthside-triageINTENTcheck_accountOUTCOMECRM lookup failed

AIAI Turn 1

AIAI Turn 2

Dr Franco@operata.ioHOLD0 s

SoftphoneNETWORKethernet

WebRTC SessionMOS4.4

Assure

Deploy with confidence and keep control.

Roll out AI alongside human agents and migrate platforms without costly rollbacks. Guarantee every AI-to-human handoff. Govern remote workers and BPOs to a single standard.

ServicesFilter by service type

Journeys

Flows

AI Interactions

Agents

Overview

Headsets

Network Quality

Browser

Missed Calls

+ Create New View

Agents Overview

Outcome→Is→Select a value...×

True

False

navigate · Enter to select

Total Agents

142

Avg MOS

4.42

Avg Handle Time

2.0

95th Percentile MOS

4.5

95th Percentile MOS

4.5

Input Devices

Diagnose

Analyse root cause in seconds, not days.

Pinpoint the source of any issue instantly. End the IT blame game — no more departments or vendors pointing fingers. Cut IT investigation time by 65%

Ask Tenor×

Pinpoint the root cause of call drops from the last 30 days.

Call Disconnect Reasons (Last 30 Days)

The chart above visualizes the disconnect reason breakdown — the dominance of voluntary disconnects (customer + agent, ~96% combined) is clear at a glance, while the low-volume but quality-degraded categories (telecom_problem, contact_flow_disconnect) barely register on the count axis despite being the real root cause of involuntary drops.

Continue the conversation…

Ask Tenor can make mistakes. Please double-check responses.

Root cause found

86.1%of drops — internal microphone

Call ended by agent on hold10.9%

Call ended by customer on hold3.0%

Optimize

Act, then prove the impact.

Guide human agents to self-heal local issues before they can’t take calls. Focus for impact — by route, queue, vendor, and team. Measure how every change moves revenue and resolutions.

AIUse Tenor AI to ask a question about your contact center.

Prompt Library→

Insights from the last 7 Days24h7d28d

Good quality calls by BPO

Average quality calls by AI vendor

Poor quality calls by location

Good QualityAverage QualityPoor Quality

AgentBrowserVersionNetworkAgent IP AddressMOS

Operata

AlertsReport Issue

Microphone not detected

No microphone has been detected. Your microphone permissions need attention.

1 minute ago

Crosstalk detected

Network delays are causing cross-talk in the conversation. Try pausing more often.

5 minutes ago

Network Performance

Your connection is unstable, make sure you are using the best connection available.

23 minutes ago

Collect

Interpret

Act

Capture every signal, automatically

Every second, every call, every interaction. Bring isolated data points into a single, correlated timeline — continuously captured across your CX ecosystem.

AI agents

Verified integrations for popular voice AI, CX AI platforms or our FDEs will deliver what you need.

CCaaS, CPaaS & telephony

Packaged Cloud collectors capture technical, operational and experience data - every second, every call.

Human agents

Capture headset, browser, network, and experience insights linked to real-time performance and telemetry data.

Vendor agnostic, standards based

Observe voice AI, CX AI, CCaaS, CRM and CPaaS platforms — upstream or down, all built on OpenTelemetry.

Collect

Interpret

Act

Understand your stack in plain language

Stop digging through logs. Ask our CX Copilot plain-language questions and instantly analyze and visualize performance across estates, cohorts, down to agents, interactions, traces and turns.

Reveal AI performance

Track intents, journeys, escalations, handoffs, and drop-offs across your AI Agents. Make changes, see how they impact revenue and resolutions.

Surface all touch points in one view

Capture every insight across the customer journey — AI to human, human to AI, system to system.

Focus where the impact is greatest

Drill down by route, queue, vendor, BPO, location, and team to improve your AI and human workforce.

View telemetry beneath every trace

Dive deep into the metrics, events, logs, and traces behind every individual interaction to target failures and prove fixes.

Collect

Interpret

Act

Resolve before customers notice

Turn insight into immediate resolution — proactively, automatically, and from inside the AI tools your teams already use.

Proactively improve CX

AI-powered insights guide human agents to self-heal local issues before any customer impact.

Your AI CX SRE and Ops Analyst

Work with Tenor, our AI Agent to interpret data, build dashboards, and analyze root cause to resolution.

Unlock insights, not just data

Curated dashboards that pair every signal with the action to resolve it.

Act with your AI

Interact with insights from Claude, ChatGPT, or Copilot — powered by our real-time event stream and MCP.

You can't govern what you can't see

Bring AI governance to CX

For enterprises investing in AI, customer experience is at the center of security, compliance, cost and governance concerns. CX observability is the control layer, underpinning auditability and compliance.

Learn more

OPEN STANDARDS, ENTERPRISE CLASS

Future proof for flexible AI and data best practice

Open standards

Collect metrics, events, logs and traces with pipelines built for flexibility and scale.

Learn more

Talk to your data

Use simple prompts to surface expert insights, and visualizations - powered by Agentic AI.

Learn more

Your data, your AI

Query insights and data using your own AI stack and Operata’s MCP server for CX Observability.

Learn more

CX SPECIFIC INSIGHTS

AI fueled by CX signals at scale

Agent minutes every month

Book a Demo

Stop guessing, start observing

Deploy with confidence

Real-time observability drives real business outcomes. Operata gives IT and Ops leaders the certainty to accelerate transformation, manage performance, and deliver on the AI mandate — without fear of failure.

De-Risk AI deployments

Roll out new AI in tandem with human agents, or migrate platforms, without catastrophic rollbacks.

Guarantee AI handoffs

Trace and monitor every layer of the interaction when transferring a customer to a human.

Eliminate agent blind spots

Gain governance over remote workers and BPOs. Alert agents to local Wi-Fi or headset issues before the customer complains.

End the IT blame game

Pinpoint root causes instantly and stop vendors pointing fingers — cut IT investigation time by 65%.

SEAMLESS INTEGRATIONS

Real-time observability across 50+ CX, AI, CPaaS & CCaaS platforms

See Integrations

BUILT FOR TEAMS

Teams across the globe are seeing the power of Operata

IT & Ops Teams

Continuously monitor and identify performance trends across networks, voice AI, infrastructure and apps. Assess technology risks and action improvements.

Learn More

Faster fixes,
Reduce MTTR

Spend 65% less time investigating technology issues

Increase agent time with customers

Increase availability by
‍up to 4%

CX Operations

Uncover deep performance insights that fuel smarter decision-making, speed migration and boost agent productivity. Proactively plan improvements for the best CX.

Learn More

Human Agents

Prevent setup issues with Agent Readiness Tests. Guide agents with real-time recommendations to improve interaction quality on-the-fly.

Learn More

Proactively prevent
AX issues

Eliminate 90% of the cost of troubleshooting

Case Studies

Powering performance for the world's
best customer experience

CX Observability delivers end-to-end visibility across every interaction…Think of it as Datadog for contact centers.

Nicolas De Kouchkovsky
No Jitter

Read case studies

Vital to accelerating our migration & continuously assuring end-to-end quality across diverse environments.

Craig Robson
IT Product Manager, Origin

A highly valuable toolset in measuring the performance of our pilot program with Amazon Connect at both a network level and end-to-end - providing key metrics as to the customer and agent experience.

Darren Baker
Network Engineering & Planning - Senior Lead, Telstra

CX Observability [delivers] end-to-end visibility across every interaction…Think of it as Datadog for contact centers.

Nicolas De Kouchkovsky
No Jitter

Read case study

Vital to accelerating our migration & continuously assuring end-to-end quality across diverse environments.

Craig Robson
IT Product Manager, Origin

Darren Baker
Network Engineering & Planning - Senior Lead, Telstra

In moving to Amazon Connect, and Agents working from home, we needed real-time visibility of quality and issues. In hindsight, we should have put Operata in sooner.

Rachel Southon
Technology & Delivery

Read case study

Operata really opened up a lot of the data metrics for us, to more easily understand what was going on when there were issues.

Tyler Cross
CTO, Reciprocity Industries

Read case study

Operata... helped us to determine the optimal region to host our instance, troubleshoot errors and understand the impact of remediation actions during our pilot of Amazon Connect.

Alex Seng
Business Analyst, Everlight Radiology

Operata gives us one end-to-end view of the CX ecosystem. The time we save not chasing information is time we reinvest into proactive optimization.

Shaun JamesGlobal Head of Managed Services, TTEC Digital

Read case study

Operata really opened up a lot of the data metrics for us, to more easily understand what was going on when there were issues.

Tyler Cross
CTO, Reciprocity Industries

Read case study

Operata... helped us to determine the optimal region to host our instance, troubleshoot errors and understand the impact of remediation actions during our pilot of Amazon Connect.

Alex Seng
Business Analyst, Everlight Radiology

Get Started

Ready to bring Observability to your CX stack?

See how Operata helps IT and Ops teams keep the customer experience connected across every platform in your stack.

Book a Demo

CX Observability. AI Certainty

AI breaks in the blind spots and handoffs

Real-time telemetry across every customer interaction

Capture every interaction, live.

Deploy with confidence and keep control.

Agents Overview

Analyse root cause in seconds, not days.

Act, then prove the impact.

Good quality calls by BPO

Average quality calls by AI vendor

Poor quality calls by location

Capture every signal, automatically

AI agents

CCaaS, CPaaS & telephony

Human agents

Vendor agnostic, standards based

Understand your stack in plain language

Reveal AI performance

Surface all touch points in one view

Focus where the impact is greatest

View telemetry beneath every trace

Resolve before customers notice

Proactively improve CX

Your AI CX SRE and Ops Analyst

Unlock insights, not just data

Act with your AI

Bring AI governance to CX

Future proof for flexible AI and data best practice

Open standards

Talk to your data

Your data, your AI

AI fueled by CX signals at scale

Agent minutes every month

Deploy with confidence

De-Risk AI deployments

Guarantee AI handoffs

Eliminate agent blind spots

End the IT blame game

Real-time observability across 50+ CX, AI, CPaaS & CCaaS platforms

Teams across the globe are seeing the power of Operata

IT & Ops Teams

CX Operations

Human Agents

Powering performance for the world's best customer experience

Ready to bring Observability to your CX stack?

Powering performance for the world's
best customer experience