ServiceNow Service Management
Bring CX Observability to ServiceNow Service Management apps
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.
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
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.
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
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.
Avg Agent Numbers
The average number of Agents online each day
Agent Cost Per Hour
The average hourly agent cost (including on costs)
Estimated Monthly Call Centre Costs
Estimated Agent and CCaaS costs
