Assure end-to-end performance for the best CX.
A modern global testing suite – real calls, at cloud scale.
Prepare
Measure the true end-to-end agent and customer experience with real calls, across geographies and varying cloud service locations. Predict expected performance to optimize architecture and maximize return on investment. Make faster, more informed architectural decisions to meet specific business needs.
Operate
Set, meet and exceed service performance SLAs measured against independent, real world baselines. Report on PSTN audio quality, true audio latency, AX and CX, WebRTC and IVR performance, native and third-party AX/CX applications such as bots, media streaming, and transcription.
Make data-driven decisions: Remove subjectivity for truly aligned business outcomes.
Optimize
Dramatically reduce incident triage & troubleshooting times by pinpointing components impacted by an issue (PSTN, CCaaS provider, agent betwork). Know at a glance if your AX and CX issues are internal or external to your environment.
Reduce time-to-resolve by looking in the right places from the start.
Simulate load and test real-world scenarios.
Simulate
Simulate load and test real-world scenarios.
Generate thousands of actual calls to stress test your platform before your customers do... more
CX Heartbeat
Gain immediate insights into the expected performance for your use case, based on where your customers and agents are located... more.
Agent Readiness
Before an agent even says “hello,” a multi-parameter health check is done to ensure every technical component of the call path is operating optimally.
Automated or scheduled
Gain visibility of call timelines including agent activity, interactions and call terminations.
For all common test cases
- Release verification
- Post change tests
- Incident investigation
- Issue resolution checks
- Performance/load tests (with CCaaS approval flow)
- Disaster recovery testing
Continuously measure your cloud
contact center performance.
Report on your environment
End-to-end roundtrips test PSTN audio quality, true audio latency, AX and CX, WebRTC and IVR performance. Pinpoint voice quality issues at every step of the journey.
Isolate issues quickly
Know at a glance if your AX and CX issues are internal or external to your environment.
Troubleshoot and resolve faster
Rapidly analyze and isolate which components are impacted by an issue immediately- PSTN, CCaaS, network, WebRTC, or agent.
Test continuously & efficiently
Build a picture from continuous periodic testing and run on-demand end-to-end tests without disturbing your agents.
Compare overall performance
Drill into your heartbeat data to explore and explain variances vs. typical performance.
Compare CCaaS utilities
Compare the impact of audio quality on native and third-party apps such as bots, media streaming, and transcription.
“Operata provided assurance that we
could scale up safely and with confidence.”
Grant Sayer, CTO, HealthDirect Australia
See Operata in action.
Lock in some time with a Product Specialist.
