One platform for service monitoring & assurance.

Built exclusively for cloud contact centers.

The Operata Platform

Operata brings together all the tools you need to assure your contact center delivers the best possible CX. Collect the data insights you need and make them actionable wherever you choose.

COLLECTION

Softphone
Browser
Cloud Collector
Messenger

MONITORING

CCaaS Carrier
Network &
WebRTC
Agent Experience

INSIGHTS

Performance
Testing
CX Baseline
CX Heartbeat

ASSURANCE

INTEGRATIONS

Data Exchange
API
CCaaS
Orchestrator

COLLECTORS

Collect Agent experience data via a browser plugin or SDK and bring together data from your contact center cloud.

MONITORING

CCaaS & Carrier performance

Monitor the CCaaS and carriers you rely on.

Network & WebRTC metrics

Understand real-time events, errors and performance data.

Agent experience

Capture environmental data-browser, hardware, network and noise.

INSIGHTS

Real-time Observability

Intelligent answers and playbooks for proactive performance improvement and problem resolution.

ASSURANCE

Performance testing

Test with real calls, on demand, at scale.

CX Baseline

Use global scores to baselines expected performance.

CX Heartbeat

Score your CX and view audio quality shifts at each step of a call.

INTEGRATIONS

We play nicely with the tools you love. Full API, webhooks and the Operata Data Exchange.

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.

INTEGRATIONS

We play nicely with the tools you love.

Full API, webhooks and AWS Eventbridge

API

Open REST API with full monitoring data and support for key assurance features.

Data Exchange

Simply connect Operata insights into AWS Eventbridge and your external log management, APM and BI tools.

CCaaS Orchestration

Operata acts on real-time data insights to enact tests, route calls and engage agents proactively.

“In moving to Amazon Connect, Trustpower needed visibility on quality and performance. In hindsight, we should have put Operata in sooner.”

Rachel Southon, Delivery & Technology, Trustpower

Built for enterprise-grade CCaaS and global scale

Business-critical reliability

Robust uptime SLAs, active 24x7 monitoring and an infrastructure built for resiliency and high-availability ensure your service assurance can scale with you.

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, FedRAMP/FISMA reports and certifications.

Privacy and your data

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

GDPR compliance

The Operata platform supports GDPR compliance. We’re architected to make it simpler for you to comply with the GDPR and include features that will help you respect your GDPR obligations.

One platform for service monitoring & assurance.

Built exclusively for cloud contact centers.

The Operata Platform

Our agent experience collector via a simple browser extension.

We play nicely with the tools you love.

API

Data Exchange

CCaaS Orchestration

“In moving to Amazon Connect, Trustpower needed visibility on quality and performance. In hindsight, we should have put Operata in sooner.”

Built for enterprise-grade CCaaS and global scale

Business-critical reliability

Best-in-class security

Privacy and your data

GDPR compliance

See Operata in action.