Every second, every call.
Continuously measure performance from agent to customer and everything in between.
Modern contact centers require modern monitoring.
Operata gives you the rich, end-to-end performance data you need to succeed in the cloud. Operata brings together data from the CCaaS and carrier, network and WebRTC and the agent experience to provide CX Observability from the customer to the agent and everything in between.
Move with confidence
Whether you’re migrating, making network changes, updating browsers or modifying underlying services, Operata gives you a precise picture of the agent and customer experience in real time.
Secure insights across your cloud contact center environment
Operata provides out-of-the-box data collection from across your end-to-end environment. It brings together real-time data from agent environments, networks and CCaaS applications, and provides AI-powered insights into CX and AX.
CCaaS service performance, understood.
Monitor service levels
Continuously measure CCaaS activity and performance, including carriers and integration to third party apps.
Single data view
View carrier flows and routing performance, with instant visibility on every issue encountered.
Macro & micro visibility
View the health of your contact center as a whole or drill into specific communication legs or calls.
Transparent agent timeline
Gain visibility of call timelines including agent activity, interactions and call terminations.
Optimize your spend
Gain insights to better manage resources, optimize flows, reduce call length and lower costs.
Every call, every agent, in real-time
Continual
Monitoring
Collect network and WebRTC performance data for every agent, every second of every customer call.
Network capability
Understand the impact that your data network has on voice quality to drive SLA’s, focus improvements and justify investment.
WebRTC session tracking
Trace the messages and components used to establish and maintain a WebRTC session, capturing the detail of any errors.
Softphone performance
Log the states and errors when using softphone features to understand the root cause of issues.
Every agent is a network probe
Continual network wide measurement delivers a truly enterprise-wide view of performance.
Network awareness
Real-time visibility of changes to network service performance norms provide early indication of issues.
Make visible your agent desktop & environment
Agent self service
Provide the agent with the information to self resolve issues like congested bandwidth, background noise, and audio latency.
Agent reporting
Agent call quality feedback and call/environment incident reporting streamlines feedback to IT teams.
Transparent data collection
Continuously collect and store logs with no interruption or involvement from agents.
Behavior and environment
Access a complete view of agent environmental data and call management to surface behavioral and technology issues.
Hardware and equipment
Gain insights into agents’ computing equipment and headset performance to diagnose issues and identify changes over time.
Quality based routing
Dynamic call routing based on agent audio quality to optimize performance and enhance CX.
“Operata agent experience reporting
made it faster, easier and more
accurate to troubleshoot issues
impacting customer experience”
Rachael Blackman, Senior Project Manager, Vision Australia
