Operata Assurance tools augment CX Observability with performance, heartbeat, baseline and agent readiness testing.
Non-subjective measurement to support engineering decisions. Test combinations of customer, contact center and agent geographies to understand their impact on both call quality and latency - make the best choice on how to serve customers.
Proactively measure voice quality​​ before and after change. Use using industry-standard scoring to both baseline current performance and validate the impact of technical change - avoid customer impacts.
Gain certainty to deliver consistent, high-quality CX. Heartbeat highlights where​ voice quality problems have occurred and investigation is needed ​- prioritize improvements with confidence.
Avoid surprises during demand spikes. Simulate real-world load early to catch risks and ensure your platform is always ready.
Ensure systems work perfectly before calls. Give agents confidence to deliver smooth, reliable customer interactions every time.
Maintain consistent service everywhere. Migrate and deploy with confidence, knowing performance stays strong across all locations.
Measure customer, contact centre and agent combinations to make the right data driven engineering choices.
Have non-subjective voice quality and latency measures to transition with confidence and identify issues quickly.
Execute roundtrip PSTN tests that measure audio quality​ latency​ and Customer Experience (CX).
Rapidly identify whether disruptions originate in internal systems or external
networks
Perform scheduled end-to-end calls ​for clear pre change baselines and post change assurance.
Run adhoc targeted tests with real or virtual agents to quickly validate and resolve issues.
Alex Seng, Business Analyst Everlight Radiology
You can test combinations across customer geographies, agent locations, CCaaS platforms, and network paths. This lets you understand how different variable combinations affect latency, voice quality, or overall CX.
Assurance enables you to establish baseline metrics before any system change, then run post-change tests to confirm performance is maintained. It helps you spot regressions or degradations early and ensures you can migrate or roll out changes with confidence.
Operata Assurance offers end-to-end performance testing, benchmarking, and measurement capabilities. It can schedule real calls (heartbeat tests), simulate high load tests, and measure audio quality, latency, and CX performance before and after changes.
See how Operata empowers IT and Ops teams to intelligently resolve issues and improve interactions in your contact center.
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Melbourne
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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
