Find the root cause, before the customer
Proactively detect issues across every vendor with real-time CX Observability.
A single dashboard for your entire call path.
One view across the whole interaction, in real-time.
AI sits in the call path, across your IVR, carrier, agents, and every transfer. Every vendor can only report on what they see within their own system. Your AI platform shows what the AI did. Your CCaaS shows the queue. What the customer actually experienced runs across both, in the space between the two.
Operata brings every step into one real-time view, so you see the whole interaction as it happens. Act on the first signal, while the audio is still clean and the dashboards still look healthy. Lower mean time to detect (MTTD) and Mean Time to Resolve (MTTR) working from evidence, rather than chasing it.
The payoff? Availability you can see, SLAs you can stand behind, and resolution time you can attribute to the vendor that owns it to keep quality high.
Take the guesswork out of root cause
Correlate technical, operational, and AI data to tell a network issue apart from tool-call latency, and trace it across every vendor in one timeline.
Empower agents to self-resolve issues
Alert agents in real time, and arm them with the information they need to resolve technical issues. Before they escalate.
Curb costs that exceed expectations
Cut chargeable minutes and rework by fixing the calls that drive avoidable cost.
DevOps & Release Engineering
- Automate regression tests across the AI, CCaaS, and network stack.
- Validate changes in production before they become incidents.
- Pinpoint the API or tool call behind a failure, fast.
Network Engineering
- Get latency, packet loss, and jitter in easy-to-use dashboards.
- Trigger alerts on the anomalies that put availability at risk.
- Separate a bad connection from an AI logic fault in one view.
Service Managers & IT Leadership
- Track SLAs and availability across human and AI agents.
- Report with the evidence behind every metric.
- Hold every vendor in the chain to the same bar.
The economic impact of
CX Observability
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One timeline, AI and Human
A single call now crosses voice AI, IVR, tool calls, queues, human agents, transfers, and the network. Each one sees only its own segment and stops at the edge. The call itself, what the customer experienced, falls in the gap between them.
The Customer Journey Trace puts every step on one timeline, in the order it happened. Each span is clickable, so you open the attributes, metrics, logs, and latency beneath it and point to the stage that owns the fault instead of proving it was not yours.
Operata measures every handoff as it happens: audio quality, whether context passed, duration, and drop events. A misroute becomes something you can see and attribute, so you separate escalations that work as designed from the ones that didn’t.
Protect availability and uptime
Keep every interaction available and performing. See the whole chain in real time and act early to sustain the uptime your business runs on.
Detect issues before customers do
Catch the first signal and act on it early, across every AI and human call. Lower your MTTD and stay ahead of impact.
Faster MTTR
Trace any issue to its source across every vendor in one place, and resolve in minutes, not hours. Cut investigation time by 65% with the evidence already in front of you.
Control service quality
Hold every contact center, agent, BPO, partner, and carrier to the SLAs you agreed, measured independently so quality is proven, not debated.
Optimize AI investment
Deliver the voice quality and clean handoffs it needs to resolve more calls with confidence.
Run AI with confidence
Deploy and scale AI, and migrate platforms, with the confidence that every interaction is observed end to end.
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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