A step forward in how enterprises manage, assure, and optimize their cloud contact center performance.
Operata is excited to announce the Libretto release which introduces a completely reimagined Agent Copilot experience, simplified usage-based pricing for CX Assurance, and a new Enterprise+ plan designed for the most demanding contact center environments.
Together, these updates help customers adopt proactive, continuous CX management at scale, transforming how contact centers deliver consistent, world-class customer experiences.
Modern cloud contact centers operate in increasingly complex environments. Delivering great customer experiences today is about far more than just answering calls or chats.
Organizations depend on a rich ecosystem of third-party solutions that must work seamlessly together, even as vendors and configurations evolve.
Contact centers also support a hybrid workforce of human and AI agents. Customers may interact with bots for quick answers or self-service before escalating to live agents for more complex or emotional issues. Ensuring consistency, quality, and reliability across these transitions is critical.
As customer expectations for instant, flawless service grow, these complexities create risk. Technical issues, configuration errors, or vendor changes can quickly disrupt the customer experience.
Operata’s Libretto release is designed to address these challenges head-on. It gives contact center leaders the tools to proactively test, monitor, and optimize their environment, ensuring they deliver reliable, world-class experiences every time.
Operata’s Collector for Chrome and Edge now ships with a new, improved and reimagined AI-powered Agent experience toolset and a new name: Agent Copilot.
Key improvements focus on ease of use, simplified UX and improved polish to user interface elements.
Agent Copilot delivers:
With more than 500,000 installs across Chrome and Edge, small Improvements make a big difference to many
Agent Copilot is included for all customers, giving teams a consistent, polished, and proactive agent enablement toolset.
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Libretto introduces CX Assurance with a single, unified per-minute pricing model.
For the first time, enterprises can consume Assurance capabilities with volume-based options that make proactive testing easier to adopt at scale.
Operata CX Assurance now includes three core capabilities:
Empower agents to validate their setup before customer calls. These automated tests ensure device, network, and audio quality are production-ready, reducing escalation rates and driving higher first-call resolution.
Agent Readiness Tests let agents proactively confirm that their equipment, connectivity, and environment are performing as expected before they ever speak with a customer. By detecting issues like poor audio quality, network problems, or misconfigured devices ahead of time, organizations can prevent support tickets, reduce customer frustration, and improve operational efficiency.
The result is a more confident, prepared workforce with fewer surprises, better first-contact resolution rates, and a consistently excellent customer experience.
Deliver continuous, real-world testing of IVRs and inbound lines. CX Heartbeat runs automated calls to monitor availability and audio quality, providing teams with early warnings of issues and helping to isolate problems quickly.
Often used for migration to set benchmarks before deployment and for change management to track different change states.
Performance testing simulating real-world load with thousands of genuine calls, validating your contact center platform's resilience before customers do. This ensures readiness for peak demand, change windows, and disaster recovery scenarios
These three capabilities work together to deliver continuous, proactive assurance of the customer experience, helping enterprises move from reactive support to strategic CX management.
For large, complex organizations managing multiple contact centers or BPO partnerships, Operata introduces Enterprise+, its most advanced plan yet.
Building on the Enterprise plan, Enterprise+ includes:
Enterprise+ is designed to help large-scale CX operations maintain consistency, transparency, and control, all while scaling assurance and observability across their entire ecosystem.
Operata’s vision is to transform how contact centers manage and assure the customer experience, moving from reactive firefighting to proactive, continuous optimization.
“Operata’s CX Assurance features accelerate transformation and increase observability coverage for run teams. We’re thrilled to make these easier for customers to consume with usage-based pricing and volume discounts that make sense for enterprises. By combining CX observability with continuous assurance, we give contact centers the confidence to deliver world-class service, every time.”
Romilly Blackburn, CEO of Operata
The new all-new Agent Copilot, CX Assurance pricing model, and Enterprise+ plan are available globally starting July 16, 2025.
All updates available July 16. Ready to explore these new capabilities?
Contact us to learn more or request access
Experience Operata value at no cost for a 14-day period.
Libretto - (From the Italian word libretto, lit. 'booklet') is the text used in, or intended for, an extended musical work such as an opera, operetta, masque, oratorio, cantata or musical.
To learn more about how Operata can transform your contact center performance, visit www.operata.com.
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