Deliver quality
conversations
Continuously monitor and test the end-to-end performance of your cloud contact centers
Monitor and optimize end-to-end network and CCaaS performance.
Real-time CX Observability provides situational awareness for cloud contact centers
Gain visibility of the agents across the globe to your CCaaS and carriers in the cloud.
Knowing what happens as it happens through real-time monitoring gives you the necessary information to continuously improve AX and CX.
Take the guesswork out of agent performance‍‍
‍Detect issues as they arise and help agents navigate challenges
Empower agents to self-resolve issues‍
Alert your agents in real time and arm them with the information they need to resolve technical issues.
Curb costs that exceed expectations
Gain insight into contact flows to streamline and optimize customer journeys and the microservices that unpin them.
DevOps
- Automate testing and assurance to manage continuous deployment
- Troubleshoot issues with real time data
- Gain user feedback directly from Agents
Network Engineers
- Get the network data you need in easy to use dashboards
- Set workflows to trigger notifications on what matters
- ‍Unlock valuable insights into issues to speed resolution
Service Managers
- View dashboards, run reports and track issues in real time
- Monitor service levels and measure performance SLAs.
- Gain insights into end-to-end agent and customer experience.
The economic impact of
CX ObservabilityÂ
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Better Together
Operata gives IT teams and Contact Center managers the toolsthey need to deliver the best possible customer experience.
Boost Agent Productivity
Capture agent feedback and suggest fixes in real time to resolve and reduce issues while improving AX and CX.
Faster Mean Time to Resolve
Correlate technical, operations, and experience data to identify issues, determine root causes, and resolve them quickly.
Control Service Quality
Independently measure performance SLAs for contact centers, agents, BPOs, MSPs, partners, and carriers you rely on.
Speed Time-to-Value
Gain insights to confidently transform your contact center, underlying systems, third parties, or end-user devices.
Lower Costs
Reduce call times, focus investment in the right areas, optimize spend, and measure what matters.
Optimize Your AI Investment
Deliver the voice quality required to get the most from transcription, sentiment analysis, agent assistants, and more.
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 roles in IT operations benefit from using Operata, and how?
- DevOps / Release Engineering: Automate performance testing (Assurance), validate changes, and troubleshoot regressions.
- Network Engineering: Access dashboards with network metrics (latency, packet loss, bandwidth), trigger alerts on anomalies, and gain insight into flow dependencies. ‍
- Service Managers / IT Leadership: Track SLAs, monitor agent and customer experience, produce reports, and maintain accountability across systems and third parties.
How does Operata help IT operations reduce agent impact and improve troubleshooting?
By correlating technical, operational, and experience data, IT teams can detect issues as they arise, trace root causes, alert agents or intervene proactively, and empower agents to self-resolve in many cases. This shortens mean time to resolution (MTTR).
What capabilities does Operata provide specifically for IT operations teams?
Operata gives IT ops teams real-time, end-to-end observability across the contact center stack. It enables visibility into network health, CCaaS performance, agent device environments, and infrastructure dependencies, helping troubleshoot issues faster.
Ready to bring CX Observability to your contact center?
See how Operata empowers IT and Ops teams to intelligently resolve issues and improve interactions in your contact center.
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