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OPERATA + 
ServiceNow®

Deliver the best CX outcomes

Migrate to the cloud faster

Launch your contact center with confidence knowing your end-to-end environment is ready for production.

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 delivers the CX Observability you need to optimize Amazon Connect's performance and unlock the best possible customer experience.

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

Harmonize data from Amazon Connect and Contact Lens, 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 CX and AX while reducing the direct costs of your agents

Harmonize Contact Lens Data

Correlate technical, operations, and experience data

Infuse meaningful technical insights into operations and experience data to surface unique recommendations for improved AX and CX.

Unlock new insights

Adding Contact Lens data to Operata gives unprecedented visibility of contact center performance.

Improve transcriptions

By using Operata to improve voice quality, you can improve call transcription accuracy.

Deploy faster

Operata provides a CloudFormation template to help you instantly add essential vocabularies.

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

Rachel Southon, Technology & Delivery, Trustpower

The economic impact of agent downtime.

This simple calculator for IT teams quantifies the business impact of reducing agent impacting issues.

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

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Avg Agent Numbers

The average number of Agents online each day

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0
1000

Agent Cost Per Hour

The average hourly agent cost (including on costs)

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100

Estimated Monthly Call Centre Costs

Estimated Agent and CCaaS costs

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  USD

Estimated Monthly Operata Costs

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  USD

Estimated Monthly Savings

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  USD

ROI – Return on Investment

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