CX Observability for Cloud Contact Centers
Monitor IT and Ops performance as conversations unfold. Spark actions to deliver the best agent and customer experience.
Data unlocks great CX
Reduced IT costs, increased First Call Resolution, reduced Average Handling Time, increased Agent Availability and $ saved in app & telephony spend.
What’s that worth to your contact center?
Operata continuously monitors and interprets IT, Ops and Experience data, sparking actions to power the best contact center performance.
It’s built for contact center operations, CX teams, and the IT pros that support them.
The Power of CX Observability
Boost Agent Productivity
Anticipate and fix process and compliance failures. Save time on IT support issues.
Improve AX and CX
Prevent tech and ops problems, increase accountability to drive up CSAT and NPS.
Prevent Lost Revenue
Observe areas of poor performance - take action and measure the results.
Reduce IT Costs
Speed up MTTD and MTTR, reduce time on troubleshooting and remediating issues.
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.
Get tips to elevate FCR, CSAT and Service Quality.
Proactive recommendations help improve key metrics, from Call Abandonment to Call Transfers, from Sentiment to Service Availability.
Get answers, not hints. Resolve issues 5x faster.
Investigate performance with our breakthrough data copilot powered by Tenor AI™ generative models. Use natural language to interact with and uncover insights in your CX Observability data.
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 AI™.
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.
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
CUSTOMER INTERACTIONS
AGENT MINUTES
DATA POINTS
Sparking unique insights just like this...
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
“A highly valuable toolset for providing key metrics as to the customer and agent experience”
Darren Baker
Network Eng & Planning, Snr Lead, Telstra
“Operata provided assurance that we could scale up safely and with confidence.”
Grant Sayer
CTO, HealthDirect Australia
“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.
Avg Agent Numbers
The average number of Agents online each day
Agent Cost Per Hour
The average hourly agent cost (including on costs)
Estimated Monthly Call Centre Costs
Estimated Agent and CCaaS costs
