Your AI, grounded in Operata data.
Call-level telemetry in your AI tools. Build use cases specific to your operation.
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Build with your own skills, projects, and teams, and bring in third-party data sources alongside your CX Observability data and Operata knowledge.
One open standard. No exports, no new login.
The proof behind every metric
Ask in plain language
Ask about call quality, agent experience, IVR flows, bot outcomes, or journey traces. Each question hits a purpose-built tool that returns a structured answer.
Answers scoped to teams
Every query runs on your existing permissions. A team leader sees their team, an IT lead sees their infrastructure. Your assistant shows exactly what you see in the platform.
Connect your stack
Bring in your CRM, ticketing and incident management tools through their own connectors. Your AI tools correlates CX data with the systems that run your enterprise, in one conversation.
Answers grounded in your environment
Every answer comes from a purpose-built tool grounded in your environment, not a generic guess.
Root cause in one prompt
You're paged first when quality drops, and the evidence sits scattered: MOS, jitter, and packet loss on one side, the change record and incident on the other. Ask your assistant, and your session data, incident, and change tools land in one thread.
Cross-stack root cause
Pull the full OpenTelemetry trace. Every span, log and Operata insight with your incident and change tools in the same thread.
Agent fleet health
Device and environment telemetry answers the trend and the clustering, on demand.
Change and release validation
Make a change, then prove it worked. See the difference in production, with before and after already live in your data.
The shortcut to why CSAT dropped
Agents tell you the calls are bad before any report does. You escalate to IT and wait. When you ask your AI assistant instead, it can join call quality to the outcome.
Which poor sessions drove your worst CSAT journeys, added handle time, or triggered repeat contacts? The conversation becomes the evidence you need.
Quality to outcome
Your CRM connector ties call quality to the customer journey, so the assistant can answer this directly.
Cost to serve
The assistant already answers for quality and duration. Add your workforce data, and it builds the effort picture across both.
Queue and flow patterns
Compare cohorts and metrics over time or trends. The answer is grounded in real interaction data, not a dashboard approximation.
See what your AI agents decided
Your evaluation layer shows how AI agents behave in testing. Combined with CX voice AI agent observability, you see what they actually do live — on real calls, with real customers.
Trace every handoff, verify system behavior, and hold operational control while agents run in production.
See inside the turns
Get every turn's action, conversation state, and confidence, in the order they happened — one timeline for every span in the customer journey.
Flows by design
Compare transfers on the same intent. Queue and hold time comparisons. Whether the agent inherited any AI context. Same label, different experience.
Optimize AI agents
See the cohort delta across containment, escalation, resolution, transfer abandons, and repeat calls.
CX Observability data with enterprise context
One authentication step connects your assistant. Manage multiple views, and switch between them in one session.
Your AI tools always models your exact permissions so you only see the data you need.
Shaun James
Global Head of Managed Services, TTEC Digital
Combining GenAI and machine learning with proprietary data and algorithms.
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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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
