One standard for the call
Visibility into what works. Benchmark it, then optimize performance. Whether AI or a human handled the call.
Standardize performance across every envrionment, AI and human.
Uncover the insights that fuel performance and optimize every interaction.
AI answers first on every customer interaction. When you can’t see the details within it, that’s the difference between having the proof of what works, or something failing silently. Your numbers move, and no one can tell you why.
Operata shows you with the technical, operational, and experience data in one timeline, across AI and human.
When you can see the whole interaction, from the first AI turn to resolution, you know which changes lift your core stats, and which don’t. Make changes based on evidence, and act with confidence.
Benchmark & standardize performance
- Measure AI and human interactions against the same CX bar
- Compare queues, sites, BPOs, and AI models on the metrics that matter
- Hold every environment to one standard, wherever the work happens
What drives every KPI
- See how resolution, handoffs, and routing shapes CSAT, AHT, and FCR
- Trace any metric to the interactions behind it, in one view
- Focus effort where it lifts performance most
Lift agent productivity
- Give agents clean handoffs with the context the AI already gathered
- Free agent time by resolving technical issues proactively
- Guide agents through technical resolution in real time to keep every interaction on track
Rocket Past Your KPIs
Get 14 days of performance and CX insights from Operata, for free.
See what is driving CSAT, AHT, and FCR across your AI and human interactions, and act on it.
Better Together
Operata was built to connect the entire customer journey. Make a change, then prove it worked. See the difference in production and iterate with data you can trust.
Lift CSAT & NPS
Improve the interactions that shape it most, with evidence across AI and human agents.
Cut AHT
Every agent is given the context of what’s already happened in the customer’s interaction, so no one starts from scratch.
Improve FCR
Resolve more on the first contact by learning what your best-resolving interactions have in common.
Benchmark every environment
Compare any voice AI and CCaaS mix on one set of metrics, across queues, sites, and BPOs.
React in real-time
Act on live interactions as they happen and keep performance on track, well before your monthly report.
Lower cost to serve
Grow real resolution, and first-contact resolution to focus agent time where it counts.
The economic impact of agent downtime.
This simple calculator for IT teams quantifies the business impact of reducing agent impacting issues.
Get the details behind this calculation and learn how Operata can speed up your issue resolution times.
Avg Agent Numbers
The average number of Agents online each day
Agent Cost Per Hour
The average hourly agent cost (including on costs)
Estimated Monthly Call Centre Costs
Estimated Agent and CCaaS costs
Frequently Asked Questions
What problems does Operata address for contact center operations teams?
Operata helps operations teams uncover hidden performance issues, reduce agent downtime, and improve overall CX. It brings together proactive AI insights, real-time guidance, and automation so that contact center clouds—which often produce too much raw data—turn into actionable intelligence.
How does Operata increase agent productivity and reduce time spent resolving technical issues?
Operata uses AX Copilot to alert agents of environment issues (e.g. microphone misuse, poor network) and guides them to self-remediation, reducing reliance on IT. It also automates compliance best practices and surfaces issues before they affect performance.
What outcomes can contact center operations expect from using Operata?
Some of the key benefits include:
- Faster mean time to resolution by correlating data across technical, operational, and experience layers
- Better control over service quality and SLA enforcement across internal and external stakeholders
- Lower operating costs by optimizing agent utilization, reducing downtime, and focusing investments where impact is maximal
- Enhanced voice and call experience to support downstream AI, transcription, sentiment, and analytics tools
Ready to bring Observability to your CX stack?
See how Operata empowers IT and Ops teams to intelligently resolve issues and improve interactions in your contact center.
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