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Operata Platform

The world’s only CX Observability platform built exclusively for cloud contact centers. Fueled by Operata’s fast-growing trove of over 1 trillion data points, Operata Platform monitors every second of every call, providing end-to-end observability with AI- powered insights and recommendations for enhanced customer experience.

COLLECTION

Browser

Cloud Collector

Data Controls

AGENT EXPERIENCE

AX Copilot

CCaaS Carrier

Network &
WebRTC

Agent Environment

MONITORING

AI Featured Insights

CX Copilot

Canvas

Playbooks

INSIGHTS

Performance
Testing

CX Baseline

CX Heartbeat

ASSURANCE

INTEGRATIONS

Data Exchange

API

CCaaS
Orchestrator

COLLECTION

Collect Agent Experience data via a browser plugin
and bring together with CCaaS data from the cloud.

AGENT EXPERIENCE

Real-time intelligent guidance to improve technology
and operational performance for every Agent.

MONITORING

CCaaS & Carrier performance
Monitor the CCaaS and carriers you rely on.

Network & WebRTC metrics
Capture environmental data-browser, hardware, network and noise.

Agent Environment
Capture environmental data-browser, hardware, network and noise.

INSIGHTS

AI Featured Insights
Recommended actions to improve contact center performance.

CX Copilot
A natural language CX Copilot to interact with CX data.

Canvas
A flexible data canvas to build CX data visualizations.

Playbooks
A library of curated dashboards for best practice CX IT & Ops.

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 AWS EventBridge.

AI-POWERED INSIGHTS AND ACTIONS

Tenor AI™ AX and CX Copilots unearth new insights and fuel recommendations.

Gain insights from and take actions on correlated technical, operations, and experience data from across your cloud contact center environment.

AI Featured Insights

AI-powered insights highlight areas of improvement for your key CX metrics.

Learn More

AX Copilot

Real-time guidance to improve your agents' technology and operational performance.

Learn More

CX Copilot

Use natural language to interact with CX Observability data and surface unique data correlations.

Learn More
SIMPLE DATA COLLECTION, NO CODE DEPLOYMENT

Our agent experience collector via a simple browser extension.

Data collection features:

  • WebRTC data.
  • Agent system data, memory usage, HD utilization.
  • Network data.
  • Softphone logs.
  • Agent feedback and reporting.
  • Headset data including background. noise, audio exposure and volume metrics.
INTEGRATIONS

Share data across your contact center.

Full API, webhooks and AWS EventBridge

API

REST API with comprehensive monitoring data and support for key assurance features.

Data Exchange

Push Operata insights into AWS EventBridge and your external log management, APM and BI tools.

CCaaS Orchestration

Operata acts on real-time data insights to enact tests, route calls and engage agents proactively.

"In moving to Amazon Connect, Trustpower needed visibility on quality and performance. In hindsight, we should have put Operata in sooner."

Rachel Southon, Delivery & Technology, Trustpower

Built for enterprise-grade CCaaS and global scale

Business-critical reliability

Robust uptime SLAs, active 24x7 monitoring and an infrastructure built for resiliency and high availability ensures our CX Observability platform scales with you.

Best-in-class security

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.

Privacy and your data

Operata privacy is maintained by role based access controls to production systems as well as annual company-wide privacy training to safeguard your data.

GDPR compliance

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.