Operata provides real-time monitoring across every second of every interaction, from every call across every AI and human agent.
Operata gives you the rich, end-to-end performance data you need to succeed in the cloud. Operata brings together data from the CCaaS and carrier, network and WebRTC and the agent experience to provide CX Observability from the customer to the agent and everything in between.
Whether you’re migrating, making network changes, updating browsers or modifying underlying services, Operata gives you a precise picture of the agent and customer experience in real time.
Operata provides out-of-the-box data collection from across your end-to-end environment. It brings together real-time data from agent environments, networks and CCaaS applications, and provides AI-powered insights into CX and AX.
Continuously measure CCaaS activity and performance, including carriers and integration to third party apps.
View carrier flows and routing performance, with instant visibility on every issue encountered.
View the health of your contact center as a whole or drill into specific communication legs or calls.
Gain visibility of call timelines including agent activity, interactions and call terminations.
Gain insights to better manage resources, optimize flows, reduce call length and lower costs.
Collect network and WebRTC performance data for every agent, every second of every customer call.
Understand the impact that your data network has on voice quality to drive SLA’s, focus improvements and justify investment.
Trace the messages and components used to establish and maintain a WebRTC session, capturing the detail of any errors.
Log the states and errors when using softphone features to understand the root cause of issues.
Continual network wide measurement delivers a truly enterprise-wide view of performance.
Real-time visibility of changes to network service performance norms provide early indication of issues.
Provide the agent with the information to self resolve issues like congested bandwidth, background noise, and audio latency.
Agent call quality feedback and call/environment incident reporting streamlines feedback to IT teams.
Continuously collect and store logs with no interruption or involvement from agents.
Access a complete view of agent environmental data and call management to surface behavioral and technology issues.
Gain insights into agents’ computing equipment and headset performance to diagnose issues and identify changes over time.
Dynamic call routing based on agent audio quality to optimize performance and enhance CX.
Rachael Blackman, Senior Project Manager, Vision Australia
Operata supports out-of-the-box integration with major CCaaS systems such as Amazon Connect, Genesys Cloud CX, NICE CXone, along with third-party systems like Salesforce, Zendesk, and ServiceNow.
Operata Monitoring captures real-time data across the full CX stack — including CCaaS/carrier metrics, network and WebRTC performance, and agent desktop/environment data.
Because it correlates data from every point — from the agent’s device to the network to the call path and service side — you can trace specific errors, latency spikes, or infrastructure issues to their source.
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
