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For leading organizations, data is the key to improving contact center performance.
But while data lakes are overflowing, insights that can make a difference are as elusive as ever.
Operata harmonizes technical, operations & experience data, sparking insights and firing actions that drive performance metrics to new highs.
It’s built for contact center operations, CX teams, and the IT pros that support them.
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.
MONITORING
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.
AI FEATURED INSIGHTS
Proactive recommendations help improve key metrics, from Call Abandonment to Call Transfers, from Sentiment to Service Availability.
CX COPILOT (BETA)
Investigate performance with our breakthrough data copilot powered by Tenor AIâ„¢ generative models. Use natural language to interact with and uncover insights in your CX Observability data.
AX COPILOT
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 AIâ„¢.
ASSURANCE
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.
INTEGRATIONS
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.
270
MILLION
CUSTOMER INTERACTIONS
650
MILLION
AGENT MINUTES
1
TRILLION
DATA POINTS
Real-time digital experience and agent feedback for preventing and solving issues.
3rd-party sentiment and Voice-of-Customer data correlated with IT and Ops performance.
Application data from CCaaS, CX, and CRM apps and logs, with actionable insights to focus improvements.
Browser versions, OS, memory, CPU, and hardware utilization to measure actual desktop performance.
Continuous end-to-end network and telephony quality, for home workers, hybrid, and corporate environments.
Audio, background noise, and headset performance to improve conversations, transcription, and AI quality.
Helping data driven contact centers deliver exceptional CX
Grant Sayer
CTO, HealthDirect Australia
Darren Baker
Network Eng & Planning, Snr Lead, Telstra
Rachel Southon
Technology & Delivery, Trustpower
