Operata’s AI-powered Insights correlate data from three primary streams; technical, operations and experience data into our CX Insights Graph® - providing the signposts so IT and Ops teams can easily take action to improve performance.
An AI‑powered Insights catalog surfaces more than 50 critical issues—from Low Audio Energy to Long Mute —across AI, agents, network, device and application layers. Each issue is automatically tagged to interactions so you know where to focus.
Each Insight rolls up into a CX Risk rating (Low, Medium, High), giving you a quantified view of customer experience impact across your contact center. Drill into seperate risk scores with a technical and operations lens.
Reinforce success and mitigate potential issues with recommended improvements – before they impact your CX. Reduce time-to-resolve by looking in the right places from the start.
Insights are surfaced at every level, so teams can proactively improve performance or dive into the detail to troubleshoot specific issues for an individual customer.
Obtain actionable insights into every call at every moment, across agents, desktops, browsers, CCaaS & CX AI platforms, cloud regions and carriers
Large data sets and diverse sources drive baseline vs. trend comparisons, letting you benchmark service health and focus on areas for improvement
Independently measure and verify availability and performance of internal teams, your Contact Center applications, MSP’s and BPO’s.
Get prioritised, contextual recommendations based on precise findings so the right people can investigate and resolve issues
Use built‑in workflow and alerts to automate remediation, raise tickets or reroute calls
Classify individual attributes or patterns into a clear concept. Examples include Low Audio Energy, Short Call, High Latency and Low MOS.  These single‑factor insights are the building blocks for understanding what happened during a span.
Combining multiple atomic insights a customer journey. For example, Customer Abandonment may be triggered when a Customer Disconnect is combined with Low Audio Energy and Short Call. Â Composite insights tell the bigger story and guide you toward holistic improvements.
Visit the Operata Docs for a deeper dive into the Operata Insights Catalog.
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AI Featured Insights helps teams by:
Some of the types of issues it automatically detects include:
Use of non-approved microphones by agents
Insights is a real-time feed of curated insights and AI Summaries powered by Tenor AI™. It surfaces performance anomalies, trending issues, and prioritized recommendations across CX and agent environments.
Operata Insights delivers curated, actionable insights by correlating technical, operational, and experience data. It surfaces prioritized recommendations, contextual issues, and proactive guidance to help CX/AX teams improve performance before problems escalate.
Insights includes tools for resolution orchestration — e.g. alerts, automated workflows, ticketing, call rerouting or callbacks — so that identified problems can be remediated efficiently.
It uses large datasets (“billions of minutes” of data) to establish baselines and trends. AI (via Tenor AI™) powers features like Featured Insights, Playbooks, and CX Copilot (beta) to automatically generate recommendations and help users interact with observability data.
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
Melbourne
‍3/162 Collins Street
Melbourne, Victoria 3000, Australia
Denver
1580 N. Logan St, Ste 660
Denver, CO 80203, USA
