Operata | Real-time performance monitoring for Amazon Connect

AMAZON CONNECT & OPERATA

Built for cloud contact centers

Migrate to the cloud faster

Launch with confidence knowing your end-to-end environment is in shape & changes well managed.

Speed time to resolve

Real-time performance playbooks that CX teams can understand. Resolve issues sooner and ensure high quality end-to-end delivery.

Improve AX & CX

When Operata detects issues, agents receive alerts with self-service solutions. Improve Agent and Customer Experience, with less disruption and downtime.

REAL-TIME MONITORING

Manage change with confidence

Operata brings together the real-time measurement you need to manage and optimize Amazon Connect's technical performance to unlock the best possible CX

Quantify issues

Get an operational view of your contact center and assess impacts across your agents

Performance testing

Manage change and transform with confidence using real calls, on demand, at scale

Third-party visibility

Control service quality and manage third party SLAs with end to end performance monitoring

SPEED RESOLVE TIMES

Proactively alert your team

Bring together data from inside Amazon Connect, enterprise and home networks, voice media streams and the agent environment

Help reduce TTR

On average Operata can help you reduce TTR by 60%*

Manage issues better

Reduce change issues impacting your contact center by 66%*

Improve call quality

Reduce call costs by 4%* by resolving issues impacting call quality

*Operata commissioned research, based on a typical 250-seat contact center and standard cost models.

ELEVATE AGENT EXPERIENCE

Actively improve the agent experience

Real-time contextual alerting and feedback helps your agents resolve issues impacting their calls

No code deployment

Simple browser extension for data collection, agent issue reporting and agent alerting. Install via AWS Marketplace

Issue prevention

Monitor network performance and audio quality, capture agent feedback and prove performance meets business demands.

Enhanced productivity

Improve the CX & AX while reducing the direct costs of your Agents

“With what came to light on our journey, Operata should be a given for every cloud telephony implementation.”

Rachel Southon, Technology & Delivery, Trustpower

Available on AWS marketplace

Build better contact centers, faster with AWS & Operata

Operata’s performance monitoring and assurance platform was purpose-built to help Amazon Connect customers get the best CX.