Every capability you add to a Genesys extends the delivery chain, adding another surface no CCaaS platform was built to see. The stack gets more complex, but the visibility into whether it's actually working hasn't kept up.
When an agent's headset isn't detected, their network is lagging, or a customer hears silence, your CCaaS can't tell you why. That's what Operata does.
When a configuration change lands and call quality dips, Operata surfaces it immediately. Operata can track everywhere a call travels, to find the blockers your stack can't see.
CX Observability with Operata delivers that data you need to optimize your contact center, and unlock the best possible customer experience. Resolve issues sooner while ensuring quality UX.
When Operata detects issues while the call is live, agents receive alerts with self-service solutions. Issue detection and solution, with less disruption and downtime.
Operata tracks everywhere a call travels. The browsers, devices, AI models, networks, and agent’s infrastructure. Combined with your Genesys data, you get a single, real-time picture of what’s happening at every touch point. Surface the technical blockers your stack can't see. Act before a customer tells you something's wrong.
Ask CX Copilot anything about your Genesys environment in plain English. Powered by an LLM with your CX context built in, it answers in seconds — no dashboards to build, no BI requests to file, no data analyst required. Every answer is rooted in your data, your calls, your stack.
An agent joins a call on shared family WiFi. Mic drops out. Background noise spikes. On most platforms that call fails silently — logged as completed, even though the customer got something else.Operata detects the issue in real time. Agent Copilot delivers the alert and the fix straight to the agent — while the customer is still on the line.
Synthetic testing only ever tests the happy path. For a team planning a successful go-live, there’s only so much confidence that offers.
Operata tracks every call, every queue behavior, every agent interaction, and every transfer as it happens. When a configuration change lands and call quality dips, Operata surfaces it immediately.
That's the difference between confidence and assumption, at the most critical moment in a deployment.
Cloud collection, agent queue support, and softphone logs give you complete coverage of every interaction, every agent, and every environment from the moment you connect.
Ask your collected data anything you want in plain language. No dashboards to build. Answers in seconds.
Real-time technical guidance delivered to agents during live calls. Issues surfaced before they become customer complaints.
Available on AppFoundry
Shaun James
Global Head of Managed Services, TTEC Digital
Yes. We run structured trials for most prospective customers — typically 14 days, set up with a CSM and your specific use case in mind. Sign up here.
No. Operata offers CX observability around the platform, not on top of it. Genesys's monitoring continues to do what it does. Operata adds visibility into the delivery chain Genesys was never built to see.
Agents receive real-time alerts and guidance (via AX Copilot) about environment issues (e.g. network degradation or microphone problems). This helps agents self-diagnose and resolve problems without relying on IT intervention.
Operata offers performance testing, baseline comparisons, and continuous monitoring to validate system changes, detect regressions, and ensure that service quality remains intact during transitions.
The integration enables full CX observability for Genesys Cloud CX environments, combining call path, network, agent environment, and Genesys platform metrics into a unified view. It helps uncover issues faster and correlate technical and experience data.
See how Operata empowers IT and Ops teams to intelligently resolve issues and improve interactions in your contact center.
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Melbourne, Victoria 3000, Australia
Denver
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Melbourne
3/162 Collins Street
Melbourne, Victoria 3000, Australia
Denver
1580 N. Logan St, Ste 660
Denver, CO 80203, USA
