Operata: CX Observability for Cloud Contact Centers

Key Features

• Customer Journey Trace

  Provides a view of interactions across CX services to track the end-to-end customer experience.

• Agent Copilot

  Provides real-time monitoring and troubleshooting guidance to agents via browser plugins.

• Voice AI Observability

  Supports real-time visibility into Voice AI interactions to monitor quality and performance.

• Agent Readiness Testing

  Supports automated end-to-end tests to verify an agent's local environment and connection before they start their shift.

• CX Copilot

  Uses natural language processing to allow users to query and interact with CX observability data.

• Real-time Data Collection

  Ingests data from over 50 CX products, including network metrics, agent device health, and interaction logs.

Use Cases

• Monitoring End-to-End Customer Journeys

  Correlating technical and operational data to identify where failures occur across a multi-vendor CX stack.

• Agent Environment Troubleshooting

  Collecting metrics on agent CPU, memory, and network latency to help resolve local workstation issues.

• Voice AI Performance Oversight

  Observing real-time Voice AI interactions to monitor quality and stability.

• Proactive Service Assurance

  Using automated heartbeat and performance testing to support service level agreements.

Integrations

• Amazon Connect
• Genesys Cloud CX
• NICE CXOne
• Salesforce
• ServiceNow
• Zendesk

FAQ

What does Operata do for a contact center?

It provides real-time visibility into the CX stack, correlating technical data, such as network latency, with operational data to help teams identify the root cause of interaction issues.

Who is the primary user of Operata?

The platform is designed for IT Operations, Contact Center Operations teams, and Service Managers who monitor performance SLAs.

How is Operata priced?

It uses a per-agent-minute model with Core, Enterprise, and Enterprise+ tiers, with minimum monthly spends ranging from $1,950 to $4,250.