CX Observability for Contact Centers
Full visibility into every interaction across cloud platforms, AI agents, and hybrid workforces. Operata brings observability to CX so you can see what’s really going on and take action fast.
"The Data Dog for Contact Centers"
Nicolas de Kouchkovsky
Industry Analyst & Fractional CMO
Monitoring shows you what happened.
Observability shows you why it happened.
Operata captures 20 to 30 data points for every customer interaction. By connecting the dots across your entire contact center environment, it reveals patterns, pinpoints root causes, and helps you fix problems before they hit your KPIs.
Connected systems
Brings together data from networks, devices, contact center platforms, AI interactions, and customer experience signals.
Real-time insights
Identifies issues as they occur, whether it's audio quality drops, long wait times, or poor routing.
Root cause resolution
Combines technical and behavioral data so you can understand what’s behind performance issues and resolve them quickly.
Seamless service from bot to agent
Whether your customers start with an AI agent or go straight to a person, Operata tracks the full journey. It ensures smooth handovers and captures every piece of context along the way so nothing gets lost.
- Tracks the accuracy and audio quality of AI conversations
- Flags patterns like unresolved loops or failed handoffs
- Correlates agent actions with customer sentiment and outcomes
Results you can see and act on
- Protect revenue
Address audio dropouts, broken transfers, and system slowdowns before they cause churn.
- Boost performance
Improve customer satisfaction, first contact resolution, and operational efficiency with better data.
- Fix what matters most
Focus your teams on solving the issues that actually impact the experience.
Ready to connect the dots?
Book a demo and see how Operata gives you the visibility to drive better service, higher productivity, and more reliable experiences.
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
