PLATFORM OVERVIEW

The only CX Observability platform

Correlate carrier, network, CCaaS, WebRTC, CX AI, and agent endpoint data into a single view of every interaction.

Operata Platform

One platform monitors every second of every call, end to end. Real-time telemetry streams continuously from every layer of your CX stack, correlating every signal across your enterprise. 50+ voice AI, CX AI, and CCaaS platforms supported.

Capability layers

COLLECT

INTERPRET

ACT

AI agents

TenorAI agent for CX observability

For IT

Autonomous resolution

autonomous root cause analysis and resolution, delivered as an agent in Slack and Teams

For Ops

Teams, productivity & analysis

an agentic surface for plain-language analysis and charting

For Agents

Prevention, guidance & self-fix

readiness testing, real-time issue prevention, problem resolution and technical guidance for human agents

Applications

SurfaceApplications for CX observability and insights

Customer Journey Trace

every interaction across and end-to-end view of the customer journey

Dashboards & Views

visual canvas, customisable views across service elements

Builder Experience

docs, recipes, MCPs and APIs for AI agents and humans to build with

Synthetics

assurance suite for creating and viewing synthetic monitoring

Alerts & Notifications

event driven communications across channels

Observability

CoreCX telemetry pipeline

App Performance Monitoring

trace interactions across CX platforms

Infrastructure Monitoring

monitor carriage, networks, VDI, and employee devices

Digital Experience Monitoring

capture and analyze employee experiences

AI Agent Observability

monitor and trace real-time agents and handoffs

Insights & Anomalies

CX domain insights and deviations from baselines

Context Graph

domain context and knowledge CX IT & Ops

Collection

SignalReal-time data collection

Cloud Collector

Voice & CX AI monitoring

real-time data collections from AI CX, Voice AI and CCaaS platforms

Cloud Synthetics

Synthetic monitoring

simulated load and end-to-end roundtrip monitoring for availability and assurance

Agent Synthetics

Synthetic endpoint monitoring

simulated agent endpoint and readiness on demand monitoring

Agent Collector

Human endpoint monitoring

1st party human agent data — headset, browser, network and experience

Sources

LOGS · EVENTS · TRACES · METRICS · METADATA · ACTIVITY50+ VOICE AI, CX AI, CCAAS INTEGRATIONS

The Agentic Layer

One picture across your CX stack

Tenor turns the correlated data into real-time insights and actions.

Capture every signal

One browser extension covers the agent's full environment — device data and the CX interaction, together.

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Live data from every layer

Network, WebRTC, CCaaS, carrier, agent environment — monitored in real time, and correlated to the interaction as it happens.

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End-to-end CX

Correlated data gives you the answers you need: what broke, where, and why, from one platform, on one screen.

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SIGNALS

The evidence layer

Collect signals across every layer of the call path, in real time and on demand.

Cloud Synthetics

Real test calls through your live environment, on demand. Capture MOS, jitter, packet loss, and latency to pinpoint the fault before you migrate.

Agent Collection
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A browser extension collects signals from every agent endpoint. Tips to self-resolve issues before the customer notices, and tickets with the metadata for faster MTTR.

Agent Synthetics
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The Agent Readiness Test checks bandwidth, WebRTC, audio, headset, and CPU at every endpoint before each shift. For any agent, anywhere.

Cloud Collection

Real production data from your CX AI, voice AI, CPaaS, and CCaaS platforms. Correlated into one live view of the full call path.

SEAMLESS INTEGRATIONS

Real-time observability across 50+ CX, AI & Contact Center platforms

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Built for enterprise-grade CCaaS and global scale

Business-critical reliability

Robust uptime SLAs, active 24x7 monitoring and an infrastructure built for resiliency and high availability ensures our CX Observability platform scales with you.

Best-in-class security

With encryption in motion and at rest, and active in-depth monitoring, Operata is hosted on AWS cloud and inherits the control environment Amazon maintains and demonstrates via SSAE-16 SOC 1, 2 & 3, ISO 27001, and FedRAMP/FISMA reports and certifications.

Privacy and your data

Operata privacy is maintained by role based access controls to production systems as well as annual company-wide privacy training to safeguard your data.

GDPR compliance

Operata Platform supports GDPR compliance. It's architected to make it simpler for you to comply with the GDPR and include features that will help you respect your GDPR obligations.

Get Started

Ready to bring CX Observability to your contact center?

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