Discover five concrete ways Operata’s Agent Readiness Test enhances support team productivity, reduces escalations, and elevates customer satisfaction before every interaction.

Discover how Agent Readiness Tests deliver quick, automated checks to ensure a 5-star Agent Experience before every customer interaction. Learn how Operata’s solution helps contact centers prevent issues before they impact CX.

What I Learned at Operata This Week

What I Learned at Operata This Week

WebRTC powers browser-based voice in cloud contact centers however, it's sensitive to latency, jitter and packet loss, causing softphone failures. Discover the issues and how real-time monitoring, provided by CX Observability, helps identify and address root causes to prevent disruptions.

What I Learned at Operata This Week ~ By Luke Jamieson

“Nothing is permanent except change” ~ Heraclitus

Hybrid work or flexible work is likely here to stay, but many contact centers still struggle to support remote agents effectively. From unstable home networks to inconsistent tools, technology plays a critical role in whether agents succeed or fail. This article explores why CX observability is essential to delivering consistent, high-quality service in hybrid contact centers.

Operata’s dive into Forrester’s 2025 CCaaS Wave unpacks how AI-powered orchestration, composable platform playbooks, and global compliance are reshaping customer service spotlighting leaders like Genesys, challengers like Zoom and Content Guru, and why end-to-end observability is the ultimate competitive edge for modern hybrid contact centers.