The new Operata release 'Buffa' is here - Cloud Contact Center Assurance 🤖 and more! Check out what's new

One platform for service monitoring & assurance.

Built exclusively for cloud contact centers.

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The Operata Platform

Operata brings together all the tools you need to assure your contact center delivers the best possible CX. Collect the data insights you need and make them actionable wherever you choose.

COLLECTION

  • Softphone Icon
    Softphone
  • Browser Icon
    Browser
  • Cloud Collector Icon
    Cloud Collector
  • Virtual Agent Icon
    Virtual Agent

MONITORING

  • CCaaS Carrier Icon
    CCaaS Carrier
  • Network & WebRTC Icon
    Network &
    WebRTC
  • Agent Experience Icon
    Agent Experience
Operata Fellow Icon

INSIGHTS

  • Performance Testing Icon
    Performance
    Testing
  • CX Baseline Icon
    CX Baseline
  • CX Heartbeat Icon
    CX Heartbeat

ASSURANCE

INTEGRATIONS

  • Data Exchange Icon
    Data Exchange
  • API Icon
    API
  • CCaas Orchestrator Icon
    CCaaS
    Orchestrator

COLLECTORS

Collect Agent experience data via a browser plugin or SDK and bring together data from the AWS cloud.

MONITORING

CCaaS & Carrier performance
Monitor the CCaaS and carriers you rely on.

Network & WebRTC metrics
Understand real-time events, errors and performance data.

Agent experience
Capture environmental data-browser, hardware, network and noise.

INSIGHTS

Real-time Analytics & Answers
AI powered answers for proactive performance improvement and problem resolution.

ASSURANCE

Performance testing
Test with real calls, on demand, at scale.

CX Baseline
Use global scores to baselines expected performance.

CX Heartbeat
Score your CX and view audio quality shifts at each step of a call.

INTEGRATIONS

We play nicely with the tools you love Full API, web hooks and AWS Event bridge.

MONITORING

CCaaS & Carrier performance

Monitor the CCaaS and carriers you rely on.

Network & WebRTC metrics

Understand real-time events, errors and performance data.

Agent experience

Capture environmental data - browser, hardware, network and noise

ASSURANCE

Network & WebRTC metrics

Understand real-time events, errors and performance data.

CX Baseline

Use global scores to baseline expected performance.

CX Heartbeat

Score your CX and view audio quality shifts at each step of a call.

COLLECTORS

Softphone

Continual network and softphone performance measures - supports any CCP deployment method.

Cloud collector

Aggregate data from multiple sources inside and across AWS and Amazon Connect.

Browser

Collection of agent feedback, desktop performance, headset and environmental data.

Virtual agents

On demand assurance workflows created & orchestrated by software.

AGENT EXPERIENCE COLLECTOR FOR CHROME

No code deployment is made possible via a simple chrome extension.
Now available in the Chrome Web Store.

Click to ‘add to Chrome’. It’s that easy!

Data collection features:

  • WebRTC data.
  • Agent system data, memory usage, HD utilization.
  • Network data.
  • Amazon Connect Softphone logs.
  • Agent feedback and reporting.
  • Headset data including background. noise, audio exposure and volume metrics.

Works with:

  • Amazon Connect CCP (Custom & Native).
  • Salesforce.com including Service Cloud Voice and Salesforce CTI integrations.
  • ServiceNow.
  • Zendesk.
  • 3rd Party Softphones & Agent Desktops.

INTEGRATIONS

We play nicely with the tools you love.

Full API, webhooks and AWS Eventbridge

API

Open REST API with full monitoring data and support for key assurance features.

Data Exchange

Simply connect Operata insights into AWS Eventbridge and your external log management, APM and BI tools.

CCaaS Orchestration (Coming Soon)

Operata Conductor acts on data insights to enact tests, route calls and engage agents proactively.

RAPID DEPLOYMENT TOOLKIT

Transform your contact center faster

Use our low code adoption toolkit to rapidly customise and launch your Amazon Connect softphone with Operata baked-in.

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Deploy easily, manage seamlessly.

Simply deploy with a single line of code, a browser plugin and an AWS template.

Operata measures:

  • CCaaS performance including carriers
  • Softphone State & Errors
  • WebRTC Signaling & Media
  • Agent ISP, Wide Area and Local Networks
  • PC/Hardware performance stats
  • Agent Background Noise & Headset Stats
  • Agent Issue Reports

“In moving to Amazon Connect, Trustpower needed visibility on quality and performance. In hindsight, we should have put Operata in sooner.”

Rachel Southon, Delivery & Technology, Trustpower

Built for enterprise-grade CCaaS and global scale

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Business-critical reliability

Robust uptime SLAs, active 24x7 monitoring and an infrastructure built for resiliency and high-availability ensure your service assurance can scale with you.

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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, FedRAMP/FISMA reports and certifications.

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Privacy and your data

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

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GDPR compliance

The Operata platform supports GDPR compliance. We’re architected to make it simpler for you to comply with the GDPR and include features that will help you respect your GDPR obligations.

See Operata in action.

Lock in some time with a Product Specialist.

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