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.

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
AI FEATURED INSIGHTS

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.

LEARN HOW WITH AI FEATURED INSIGHTS
CX COPILOT (BETA)

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.

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 AI™.

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...

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
Darren Baker

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

Darren Baker

Network Eng & Planning, Snr Lead, Telstra

Grant Sayer

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

Grant Sayer

CTO, HealthDirect Australia

Rachel Southon

“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.

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Avg Agent Numbers

The average number of Agents online each day

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1000

Agent Cost Per Hour

The average hourly agent cost (including on costs)

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100

Estimated Monthly Call Centre Costs

Estimated Agent and CCaaS costs

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  USD

Estimated Monthly Operata Costs

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  USD

Estimated Monthly Savings

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  USD

ROI – Return on Investment

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