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Our new platform release ‘Forte' is here 🎉 - New agent and customer interaction insights for deeper CX observability Read the post

All new powerful Jabra integration for Operata

Headset control & Jabra analytics alongside your CX data

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Next Level CX Monitoring

AGENT EXPERIENCE

*Contextual alerting & call control

Proactive alerts to issues before they impact the customer experience

Agent Call Control

No more clunky call control. Get notified on your headset when calls are coming through and then accept or reject the call with native controls.

Optimise your audio

Get notifications on background noise or cross talk impacting call quality. No more too high or too low - Just right for customers and agents alike.

Perfect audio settings

Connectivity is a complex challenge. Multiple audio sources, Bluetooth, and system defaults. Operata keeps you in the loop when the ideal setup has changed.

*Delivered via the Operata Agent Chrome Extension

DEVICE MAPPING

Asset Management

Easy, device management allows you to manage version control, agent usage and speed up resolution times.

Headset adoption

Track your return on investment by quantifying headset usage across the entire team

Quality Control

Is adoption impacting the customer experience? Monitor Jabra usage across problematic customer interactions

Full visibility

Map firmware versions and headset types to correlate issues to cohorts.

HEADSET ANALYTICS

Qualify & quantify headset issues

Monitor and report on headset performance with powerful dashboards

Performance insights

See what agents are impacted and what is challenging them. Deep dive headset performance over time.

Customer Experience

Monitor headset usage across problematic customer interactions or compare headset data to CX & AX.

Agent Experience

Understand the technical agent experience even more with a deeper integrated headset data.

How Operata Works

COLLECTION

  • Softphone Icon
    Softphone
  • Browser Icon
    Browser
  • Cloud Collector Icon
    Cloud Collector
  • Messenger Icon
    Messenger

MONITORING

  • CCaaS Carrier Icon
    CCaaS Carrier
  • Network & WebRTC Icon
    Network &
    WebRTC
  • Agent Experience Icon
    Agent Experience
Operata Fellow Icon

INSIGHTS

  • Performance Testing Icon
    Performance
    Testing
  • CX Baseline Icon
    CX Baseline
  • CX Heartbeat Icon
    CX Heartbeat

ASSURANCE

INTEGRATIONS

  • Data Exchange Icon
    Data Exchange
  • API Icon
    API
  • CCaas Orchestrator Icon
    CCaaS
    Orchestrator

How Operata Works

Browsers,  Network & WebRTC,  Agent Experience,  Performance Testing.

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.

The economic impact of agent downtime.

This simple calculator quickly reveals how much Operata can reduce the running costs of your Cloud Contact Centre.

Get the details behind this calculation and learn how Operata can speed up your issue resolution times.

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