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Every second, every call.

Continuously measure performance from agent to customer and everything in between.

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Modern environments 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 & WebRTC and the Agent Experience to provide 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 customer and agent experience in real time.

Secure insights within your AWS environment

Operata provides out-of-the-box data collection and federation from within your AWS account. It brings together analytics from within contact flows, contact trace records in Kinesis and CloudWatch and unifies across softphone performance metrics and logs.

CCaaS & CARRIER

CCaaS service performance, understood.

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Monitor service levels

Continually 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.

Optimise your spend

Gain insights to better manage resources, optimize flows, reduce call length and lower costs.

NETWORK & WEBRTC

Every call, every agent, in real-time

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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 view of performance.

Network awareness

Real-time visibility of changes to network service performance norms provide early indication of issues

AGENT EXPERIENCE

Make visible your agent desktop & environment

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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

Continually collect and store logs with no interruption or involvement from agents.

Behaviour & environment

Access a complete view of agent environmental data and call management to surface behavioral and technology issues.

Hardware & 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 optimise 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

Read Our Case Studies

See Operata in action.

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