CX Observability products allow organizations to monitor their end-to-end customer experience across networks, interactions and agents, and quickly act to maintain service.

AI in CCaaS is finally a reality, not just hype. Now, it's about who bolts it on and who builds it because, despite all the "seamless" claims, real usability still matters.

We analyzed 148,000 calls where an agent lodged an IT service ticket, and our research uncovered a startling fact: more than half were caused by audio problems alone. We explore why CX Observability is needed in any cloud-based contact center.

After analyzing over 148 thousand agent-reported issues, we’ve identified the most common problems affecting call quality. What stands out in the data is that certain issues occur again and again, meaning there are consistent areas for improvement.

At Operata, we empower organizations to deliver exceptional customer experiences using observability to deliver deep insights into what matters most.

Operata’s CX Risk Score offers a clear and actionable approach to safeguarding these moments. By identifying interaction risks in real-time, organisations can ensure their customer experiences are as seamless as they are meaningful.

New insights, intuitive navigation, and precision metrics come together seamlessly, providing a toolkit that feels both effortless and indispensable for solving practical challenges of contact center performance.

Following our successful SOC 2 Type I certification, Operata is excited to announce we've now achieved SOC 2 Type II certification—a testament to our unwavering commitment to safeguarding data, ensuring compliance, and delivering operational excellence.