CX Heartbeat, Continuous Assurance
Automated testing of voice quality and latency
Make data driven design decisions
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.
Baseline performance and verify change
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.
Clear results for confident decisions
Gain certainty to deliver consistent, high-quality CX.
Heartbeat highlights where voice quality problems have occurred and investigation is needed - prioritize improvements with confidence.
Programmatic testing for non-subjective voice quality measurement
Simulate
Avoid surprises during demand spikes. Simulate real-world load early to catch risks and ensure your platform is always ready.
Agent Readiness
Ensure systems work perfectly before calls. Give agents confidence to deliver smooth, reliable customer interactions every time.
CX Heartbeat
Maintain consistent service everywhere. Migrate and deploy with confidence, knowing performance stays strong across all locations.
Actionable Testing Insights & Voice Quality Assurance
Design Decisions
Measure customer, contact centre and agent combinations to make the right data driven engineering choices.
Migration
Have non-subjective voice quality and latency measures to transition with confidence and identify issues quickly.
End-to-end Visibility
Execute roundtrip PSTN tests that measure audio quality latency and Customer Experience (CX).
Precise Issue Isolation
Rapidly identify whether disruptions originate in internal systems or external
networks
Change Management
Perform scheduled end-to-end calls for clear pre change baselines and post change assurance.
Troubleshooting
Run adhoc targeted tests with real or virtual agents to quickly validate and resolve issues.
“Operata helped us troubleshoot errors and understand the impact of remediation actions”
Alex Seng, Business Analyst Everlight Radiology
See Operata in action.
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