Powered by Tenor AI, insights correlate your technical, operations, and experience data into the CX Insights Graph®. See what happened, what needs attention, and what to do next, across carrier, network, WebRTC, device, CCaaS, and voice AI.
Every insight names the fault and tags it to the interaction, across 50+ critical issues. Know which layer to act on, from Low Audio Energy to Long Mute.
One CX Risk rating (Low, Medium, High), split by technical and operations lens. See customer impact at a glance.
Each insight carries a recommended action tied to what triggered it. Reduce MTTR by looking in the right place from the start.
Insights surface at every level. Watch estate-wide health to improve performance proactively, or drill into a single customer's call to troubleshoot the detail.
Operata analyzes every call in real time, across agents, browsers, CCaaS, voice AI, and carriers. Late records update insights automatically so clean-looking calls still get flagged.
Baselines across billions of minutes surface regional outages, software version drift, and trending anomalies. Catch systemic problems before they escalate.
Independently measure availability and performance across internal teams, CX apps, MSPs, and BPOs. Hold every vendor to their SLA across your stack.
Contextual, ranked recommendations route the right finding to the right team. Act on high priority signals, reducing time spent investigating.
Use built-in workflow and alerts to raise tickets, reroute calls, or trigger callbacks, so identified problems get remediated efficiently.
Classify one attribute or pattern into a clear concept: Low Audio Energy, Short Call, High Latency and Low MOS. These single‑factor insights are the building blocks for understanding what happened during a span.
Composite insights combine atomic insights across a customer journey. For example, Customer Abandonment is triggered when a Customer Disconnect is combined with Low Audio Energy and Short Call. Composite insights tell the bigger story and point you toward the fix.
Visit the Operata Docs for a deeper dive into the Operata Insights Catalog.
AI Featured Insights helps teams by:
Some of the types of issues it automatically detects include:
Use of non-approved microphones by agents
Insights is a real-time feed of curated insights and AI Summaries powered by Tenor AI™. It surfaces performance anomalies, trending issues, and prioritized recommendations across CX and agent environments.
Operata Insights delivers curated, actionable insights by correlating technical, operational, and experience data. It surfaces prioritized recommendations, contextual issues, and proactive guidance to help CX/AX teams improve performance before problems escalate.
Insights includes tools for resolution orchestration — e.g. alerts, automated workflows, ticketing, call rerouting or callbacks — so that identified problems can be remediated efficiently.
It uses large datasets (“billions of minutes” of data) to establish baselines and trends. AI (via Tenor AI™) powers features like Featured Insights, Playbooks, and CX Copilot (beta) to automatically generate recommendations and help users interact with observability data.
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
