This website or its third-party tools use cookies, which are necessary for its functioning and required to achieve the purposes illustrated in the privacy policy. You accept the use of cookies by closing or dismissing this notice, by clicking a link or button or by continuing to browse otherwise. Learn more

Our new platform release ‘Harmony' is here 🎶 - AI-Powered Copilots and Featured Insights. Read the post

CX Observability for Cloud Contact Centers

Shine a light across data silos. Spark actions to ignite Ops & IT performance.

Data unlocks CX

For leading organizations, data is the key to improving contact center performance.

But while data lakes are overflowing, insights that can make a difference are as elusive as ever.

Operata monitors technical, operations, and experience data as calls unfold, sparking actions that drive your contact center to new highs.

It’s built for contact center operations, CX teams, and the IT pros that support them.

The Power of CX Observability

boost-agent-1701041806.png

Boost Agent Productivity

Anticipate and fix process and compliance failures. Save time on IT support issues.

ax.png

Improve AX and CX

Prevent tech and ops problems, increase accountability to drive up CSAT and NPS.

revenue.png

Prevent Lost Revenue

Observe areas of poor performance - take action and measure the results.

reduce_it_costs.png

Reduce IT Costs

Speed up MTTD and MTTR, reduce time on troubleshooting and remediating issues.

MONITORING

Real-time visibility. Every second, every call, every agent.

See across contact center systems, apps, and services in real-time. Surface timely operational and technical insights and guidance on how to improve agent and customer experience.

LEARN MORE ABOUT MONITORING

CX COPILOT (BETA)

Get answers, not hints.
 Resolve issues 5x faster.

Investigate performance with our breakthrough data copilot powered by Tenor AIâ„¢ generative models. Use natural language to interact with and uncover insights in your CX Observability data.

LEARN MORE ABOUT CX COPILOT

AX COPILOT

Proactively prevent AX issues. Save 4% of your agents' time.

Guide agents with proactive recommendations to improve calls on-the-fly. Prevent and detect technical and environmental issues, guide tech support, and action improvements with an AX Copilot powered by Tenor AIâ„¢.

LEARN MORE ABOUT AX COPILOT

ASSURANCE

Speed cloud transformation. Operate with confidence.

Automate monitoring, agent endpoint, and load testing. Pay for what you use with a modern test suite that delivers continuous assurance with real calls, at cloud scale.

LEARN MORE ABOUT ASSURANCE

INTEGRATIONS

Ingest 3rd Party data with out-of-the-box integrations. Inject Operata insights into any system.

Out-of-the-Box CX Data Integrations

Bring data to Operata from a growing list of CCaaS, WEM, QM, CX and CRM platforms.

API & Webhooks

Freely access and build on Operata’s open data architecture.

Real-Time Event Streams

Whichever CCaaS you choose, use AWS EventBridge to simply subscribe to data and insights.

Secure Data Controls

Easily set ingest rules to restrict PII flows and redact sensitive data.

AI fueled by real-world data at scale

270
MILLION

CUSTOMER INTERACTIONS

650
MILLION

AGENT MINUTES

1
TRILLION

DATA POINTS

Sparking unique insights just like this...

insights_tenor_v2.png

By harmonizing technical, operations, and experience data across:

Agent Experience

Real-time digital experience and agent feedback for preventing and solving issues.

Customer Experience

3rd-party sentiment and Voice-of-Customer data correlated with IT and Ops performance.

Applications

Application data from CCaaS, CX, and CRM apps and logs, with actionable insights to focus improvements.

Desktops, Browsers & WebRTC

Browser versions, OS, memory, CPU, and hardware utilization to measure actual desktop performance.

Networks,Telephony & Carrier

Continuous end-to-end network and telephony quality, for home workers, hybrid, and corporate environments.

Headsets, Mics, & Audio

Audio, background noise, and headset performance to improve conversations,  transcription, and AI quality.

Powering performance for the best CCaaS and CRMs

Helping data driven contact centers deliver exceptional CX

“Operata provided assurance that we could scale up safely and with confidence.”

Grant Sayer

CTO, HealthDirect Australia

Darren Baker Headshot

“A highly valuable toolset for providing key metrics as to the customer and agent experience”

Darren Baker

Network Eng & Planning, Snr Lead, Telstra

“With what came to light on our journey, Operata should be a given for every cloud telephony implementation.”

Rachel Southon

Technology & Delivery, Trustpower

The economic impact of agent downtime.

This simple calculator for IT teams quantifies the business impact of reducing agent impacting issues.

Get the details behind this calculation and learn how Operata can speed up your issue resolution times.

0
01000
0
0100
$0USD
$0USD
$0USD
0.00%