Every capability you add to a Genesys extends the delivery chain, adding another surface no CCaaS platform was built to see. The stack gets more complex, but the visibility into whether it's actually working hasn't kept up.
When an agent's headset isn't detected, their network is lagging, or a customer hears silence, your CCaaS can't tell you why. That's what Operata does.
When a configuration change lands and call quality dips, Operata surfaces it immediately. Operata can track everywhere a call travels, to find the blockers your stack can't see.
CX Observability with Operata delivers that data you need to optimize your contact center, and unlock the best possible customer experience. Resolve issues sooner while ensuring quality UX.
When Operata detects issues while the call is live, agents receive alerts with self-service solutions. Issue detection and solution, with less disruption and downtime.
Operata tracks everywhere a call travels. The browsers, devices, AI models, networks, and agent’s infrastructure. Combined with your Genesys data, you get a single, real-time picture of what’s happening at every touch point. Surface the technical blockers your stack can't see. Act before a customer tells you something's wrong.
CX Copilot helps you understand the details in your Genesys environment. No dashboards to build. No BI requests to file. No data analyst required. Just ask for what you need. Every answer is grounded in your data, your calls, your stack.
"What's driving the spike in call drops this week?"
An agent joins a call from WiFi shared by the whole family. Their microphone isn't detected. Background noise is spiking. On every other platform, that call fails silently. The platform shows the interaction completed, the customer got something different.
Operata's Agent Copilot monitors audio quality, network conditions, and environment signals during live calls. Enjoy real-time technical guidance that surfaces the issue, and the fix, while the customer is still on the line.
Synthetic testing only ever tests the happy path. For a team planning a successful go-live, there’s only so much confidence that offers.
Operata tracks every call, every queue behavior, every agent interaction, and every transfer as it happens. When a configuration change lands and call quality dips, Operata surfaces it immediately.
That's the difference between confidence and assumption, at the most critical moment in a deployment.
Shaun James
Global Head of Managed Services, TTEC Digital
Verified designation for supported platforms.
As part of the ongoing expansion of supported platforms, Operata has introduced a Verified designation. This denotes an Operata verified platform and data integration that is ready to use.
Verified by Operata program
For platforms that are not yet Verified there is a discovery, data mapping, assurance and documentation process required to be completed by Operata. Typically Verification can be completed in 1-3 days.
Request Verification
For Customers that would like to request Verification of a Supported platform, please get in touch.
Operata supports collection of metrics, logs, traces and events across an expanding list of more than 50+ data integrations across 50+ CCaaS, CX, AI Customer Service and Voice AI platforms.
‘Verified’ designation for supported platforms.
As part of the ongoing expansion of supported platforms, Operata has introduced a Verified designation. This denotes an Operata verified platform and data integration that is ready to use.
Verified by Operata program
For platforms that are not yet Verified there is a discovery, data mapping, assurance and documentation process required to be completed by Operata. Typically Verification can be completed in 1-3 days.
Request Verification
For Customers that would like to request Verification of a Supported platform, please get in touch.
Operata retains second-by-second detail for shorter periods than rolled-up summary data, with the data accessible in three ways:
Canvas dashboard
Calls and logs
Operata API
For full details on data retention periods visit the Operata Help Center.
See how Operata empowers IT and Ops teams to intelligently resolve issues and improve interactions in your contact center.
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Melbourne
3/162 Collins Street
Melbourne, Victoria 3000, Australia
Denver
1580 N. Logan St, Ste 660
Denver, CO 80203, USA
