Operata is the CX Observability platform for the AI-enabled contact center. In a fractured landscape of CCaaS platforms, Voice AI agents, and complex enterprise operating models such as MSPs and BPOs, Operata shines a light into the real-time customer experience by harmonizing technical, operational, and experience data into a clear map for IT and Operations teams.
COLLECTION
Voice AI
Platform
Cloud Collector
Experience Collector
Issue Reporting
Trace Collector
AGENT EXPERIENCE
Agent Copilot
MONITORING
CCaaS Carrier
Customer Journey Trace
Network &
WebRTC
Agent Environment
INSIGHTS
CX Insights Graph
CX Copilot
Custom Dashboards
Canvas & Dashboards
CX Risk Scores
Playbooks
ASSURANCE
Performance
Testing
CX Baseline
Agent Readiness Testing
CX Heartbeat
INTEGRATIONS
Data Exchange
API
MCP Server
SAML Based SSO
COLLECTION
Collect Agent Experience data via a browser plugin and bring together CCaaS data, CX data and AI agent data from the cloud.
AGENT EXPERIENCE
Real-time intelligent guidance to improve technology and operational performance for every Agent.
MONITORING
Customer Journey Trace®
Analyze all interactions across multiple platforms in a single customer journey trace.
CCaaS & Carrier performance
Monitor the CCaaS and carriers you rely on.
Network & WebRTC metrics
Track the real-time health of the voice connection between the agent and the CCaaS platform'
Agent Environment
Capture environmental data-browser, hardware, network and noise.
INSIGHTS
Trace Insights
Insights collected and labelled on the Customer Journey Trace®
CX Insights Graph®
CX-specific, Actionable, and Real-Time Insights.
CX Copilot
A natural language CX Copilot to interact with CX data.
CX Risk Scores
AI powered metrics to signal potential issues impacting Operations and Technology.
Canvas & Dashboards
A flexible data canvas to build dashboards from CX data.
Custom Dashboards
Build and launch custom dashboards using Canvas.
Playbooks
A library of curated dashboards for best practice CX IT & Ops.
ASSURANCE
Agent Readiness Testing
Test with real calls, on demand, at scale.
Performance Testing
Proactive end-to-end tests, triggered by Agents.
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, SSO and AWS EventBridge. Operata MCP Server® to feed your AI.
We go beyond the boundaries of the CCaaS platform, connecting data across the entire stack — from cloud infrastructure and AI agents to the employee’s local environment — to uncover patterns vendor-specific tools can't see.
Learn MoreEnterprises don’t need more dashboards, they need observability that leads to action. We provide real-time insights and pre-built playbooks to automatically prevent issues and improve agent and customer outcomes as they happen, not after the fact.
Learn MoreWe understand what’s happening beneath the conversation, finding the true source of an issue, whether it's technical, operational, or behavioral.
Learn MoreWe deploy in hours, not months, providing immediate and ongoing confidence in cloud operations with a platform built for the complexity of modern, multi-vendor contact centers — all without the need for expensive professional services.
Learn More
Robust uptime SLAs, active 24x7 monitoring and an infrastructure built for resiliency and high availability ensures our CX Observability platform scales with you.
With encryption in motion and at rest, and active in-depth monitoring, Operata is hosted on AWS cloud and inherits the control environment Amazon maintains and demonstrates via SSAE-16 SOC 1, 2 & 3, ISO 27001, and FedRAMP/FISMA reports and certifications.
Operata privacy is maintained by role based access controls to production systems as well as annual company-wide privacy training to safeguard your data.
Operata Platform supports GDPR compliance. It's architected to make it simpler for you to comply with the GDPR and include features that will help you respect your GDPR obligations.
See how Operata empowers IT and Ops teams to maintain a truly connected customer experience in today's complex cloud contact center ecosystem.
Book a Demo
Melbourne
3/162 Collins Street
Melbourne, Victoria 3000, Australia
Denver
1580 N. Logan St, Ste 660
Denver, CO 80203, USA
Melbourne
3/162 Collins Street
Melbourne, Victoria 3000, Australia
Denver
1580 N. Logan St, Ste 660
Denver, CO 80203, USA
