Real-time telemetry. Verified out-of-the-box collectors for 50+ major voice AI, voice CX, and CCaaS platforms.
Every AI turn, tool call, and handoff becomes a span on the Customer Journey Trace, in the order it happened.
Alert on failures in production, compare versions against baselines, and keep an auditable record of every AI decision.
Voice AI, IVR, tools, queues, and human agents. Every segment of the call in one place, with the metrics beneath each step. Find what failed, and confirm what fixed it.
The Customer Journey Trace puts every step of the interaction on one timeline. Click any span to open the attributes, metrics, logs, and insights beneath it.
Monitor every production call for upstream and downstream API failures, NLU errors, audio degradation, and failed handoffs to a human. Surface the fault before it becomes a complaint.
Understanding metrics like missed utterances and fallback rate, effort metrics like turns, duration and barge-in, and NLU confidence by intent. Pick a version, pick a cohort, see the delta.
Measured from outside the vendor stack, every voice AI and CCaaS platform meets the same bar. One metric set, one standard of evidence, across 50+ platforms.
Every turn carries what the AI heard, matched, and decided. Catch the misread intent behind a call sent the wrong way.
Every API the AI calls, with latency, errors, and timeouts per span. When a downstream service is slow, the customer sits in silence. Pinpoint the timeout and the context it dropped.
IVR, queue, holds, and network quality, each with the metrics beneath it. See where repeat callers signal unresolved failures, and what failed interactions have in common.
Catch the first sign of degradation, so faults surface before customers report them.
Tell a designed escalation apart from a misroute. Two handoffs with the same intent can end very differently. Measure audio, context, duration, and drops on each.
Prove resolution from the telemetry: disconnect reason, intent state, NLU confidence, queue events, and hold time.
Every AI decision leaves a record: what the AI did, what the customer experienced, and where a human should have stepped in. That's what proves the system performs within policy, backed by an auditable log of every decision. Deploy with confidence: proactive detection, evidenced on every production call.
Nicolas De Kouchkovsky
No Jitter
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
See how Operata empowers IT and Ops teams to maintain a truly connected customer experience in today's complex cloud contact center ecosystem.
Book a Demo
