PLATFORM OVERVIEW

AI-Powered CX Observability Platform

Built exclusively for cloud contact centers.

Dashboard showing Service Quality graph over 7 days with highlighted dips and explanations on factors affecting network and connectivity issues in a contact center.

Operata Platform

The world’s only CX Observability platform built exclusively for cloud contact centers. Fueled by Operata’s fast-growing trove of over 1 trillion data points, Operata Platform monitors every second of every call, providing end-to-end observability with AI- powered insights and recommendations for enhanced customer experience.

Capability layers

COLLECT

INTERPRET

ACT

AI agents

TenorAI agent for CX observability

For IT

Autonomous resolution

autonomous root cause analysis and resolution, delivered as an agent in Slack and Teams

For Ops

Teams, productivity & analysis

an agentic surface for plain-language analysis and charting

For Agents

Prevention, guidance & self-fix

readiness testing, real-time issue prevention, problem resolution and technical guidance for human agents

Applications

SurfaceApplications for CX observability and insights

Customer Journey Trace

every interaction across and end-to-end view of the customer journey

Dashboards & Views

visual canvas, customisable views across service elements

Builder Experience

docs, recipes, MCPs and APIs for AI agents and humans to build with

Synthetics

assurance suite for creating and viewing synthetic monitoring

Alerts & Notifications

event driven communications across channels

Observability

CoreCX telemetry pipeline

App Performance Monitoring

trace interactions across CX platforms

Infrastructure Monitoring

monitor carriage, networks, VDI, and employee devices

Digital Experience Monitoring

capture and analyze employee experiences

AI Agent Observability

monitor and trace real-time agents and handoffs

Insights & Anomalies

CX domain insights and deviations from baselines

Context Graph

domain context and knowledge CX IT & Ops

Collection

SignalReal-time data collection

Cloud Collector

Voice & CX AI monitoring

real-time data collections from AI CX, Voice AI and CCaaS platforms

Cloud Synthetics

Synthetic monitoring

simulated load and end-to-end roundtrip monitoring for availability and assurance

Agent Synthetics

Synthetic endpoint monitoring

simulated agent endpoint and readiness on demand monitoring

Agent Collector

Human endpoint monitoring

1st party human agent data — headset, browser, network and experience

Sources

LOGS · EVENTS · TRACES · METRICS · METADATA · ACTIVITY50+ VOICE AI, CX AI, CCAAS INTEGRATIONS

AI-POWERED INSIGHTS AND ACTIONS

Tenor AI™ Agent and CX Copilots unearth new insights and fuel recommendations.

Gain insights from and take actions on correlated technical, operations, and experience data from across your cloud contact center environment.

AI Featured Insights

AI-powered insights highlight areas of improvement for your key CX metrics.

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Agent Copilot

Real-time guidance to improve your agents' technology and operational performance.

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CX Copilot

Use natural language to interact with CX Observability data and surface unique data correlations.

Learn More

SIMPLE DATA COLLECTION, NO CODE DEPLOYMENT

Our agent experience collector via a simple browser extension.

Now available in the Chrome Web Store.
Just click to ‘add to Chrome’!

Data collection features:

WebRTC data.
Agent system data, memory usage, HD utilization.
Network data.

Softphone logs.
Agent feedback and reporting.
Headset data including background. noise, audio exposure and volume metrics.

SEAMLESS INTEGRATIONS

Real-time observability across 50+ CX, AI & Contact Center platforms

See Integrations

Built for enterprise-grade CCaaS and global scale

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Business-critical reliability

Robust uptime SLAs, active 24x7 monitoring and an infrastructure built for resiliency and high availability ensures our CX Observability platform scales with you.

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Best-in-class security

With encryption in motion and at rest, and active in-depth monitoring, Operata is hosted on AWS cloud and inherits the control environment Amazon maintains and demonstrates via SSAE-16 SOC 1, 2 & 3, ISO 27001, and FedRAMP/FISMA reports and certifications.

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Privacy and your data

Operata privacy is maintained by role based access controls to production systems as well as annual company-wide privacy training to safeguard your data.

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GDPR compliance

Operata Platform supports GDPR compliance. It's architected to make it simpler for you to comply with the GDPR and include features that will help you respect your GDPR obligations.

Get Started

Ready to bring CX Observability to your contact center?

See how Operata empowers IT and Ops teams to maintain a truly connected customer experience in today's complex cloud contact center ecosystem.

Book a Demo