CX Observability for Cloud Contact Centers

Monitor IT and Ops performance as conversations unfold. Spark actions to deliver the best agent and customer experience.

Data unlocks great CX

Reduced IT costs, increased First Call Resolution, reduced Average Handling Time, increased Agent Availability and $ saved in app & telephony spend. What’s that worth to your contact center? Operata continuously monitors and interprets IT, Ops and Experience data, sparking actions to power the best contact center performance. It’s built for contact center operations, CX teams, and the IT pros that support them.

The Power of CX Observability

Boost Agent Productivity

Anticipate and fix process and compliance failures. Save time on IT support issues.

Improve AX and CX

Prevent tech and ops problems, increase accountability to drive up CSAT and NPS.

Prevent Lost Revenue

Observe areas of poor performance - take action and measure the results.

Reduce IT Costs

Speed up MTTD and MTTR, reduce time on troubleshooting and remediating issues.

Real-time visibility. Every second, every call, every agent.

See across contact center systems, apps, and services in real-time. Surface timely operational and technical insights and guidance on how to improve agent and customer experience.

Get tips to elevate FCR, CSAT and Service Quality.

Proactive recommendations help improve key metrics, from Call Abandonment to Call Transfers, from Sentiment to Service Availability.

Get answers, not hints. Resolve issues 5x faster.

Investigate performance with our breakthrough data copilot powered by Tenor AI™ generative models. Use natural language to interact with and uncover insights in your CX Observability data.

Proactively prevent AX issues. Save 4% of your agents' time.

Guide agents with proactive recommendations to improve calls on-the-fly. Prevent and detect technical and environmental issues, guide tech support, and action improvements with an AX Copilot powered by Tenor AI™.

Speed cloud transformation. Operate with confidence.

Automate monitoring, agent endpoint, and load testing. Pay for what you use with a modern test suite that delivers continuous assurance with real calls, at cloud scale.

Ingest 3rd Party data with out-of-the-box integrations. Inject Operata insights into any system.

Out-of-the-Box CX Data Integrations

Bring data to Operata from a growing list of CCaaS, WEM, QM, CX and CRM platforms.

API & Webhooks

Freely access and build on Operata’s open data architecture.

Real-Time Event Streams

Whichever CCaaS you choose, use AWS EventBridge to simply subscribe to data and insights.

Secure Data Controls

Easily set ingest rules to restrict PII flows and redact sensitive data.