Operata
Operata offers an AI-powered CX Observability platform for cloud contact centers, providing real-time monitoring, proactive recommendations, and integrations to enhance agent and customer experiences.
Services
Operata offers AI-powered CX Observability specifically for cloud contact centers. It provides real-time monitoring of every second, call, and agent while delivering proactive recommendations for enhanced Agent Experience (AX) and Customer Experience (CX). The platform features end-to-end performance benchmarking and load testing, and it supports robust integrations to bring CX data into Operata and deliver insights to third-party systems. Assurance features include automated monitoring, agent endpoint, and load testing.
Products
Operata's platform is built with several key products, including AX Copilot and CX Copilot (Beta). AX Copilot offers smart monitoring and real-time guidance for agents to improve their digital experience and performance. CX Copilot allows natural language interaction with CX Observability data, facilitating faster resolution of issues. The platform also includes Playbooks, which provide curated interactive dashboards for proactive insights and actions, and a browser extension for agent feedback and data collection.
Technology Integrations
Operata integrates with various cloud contact center systems to enhance CX. It works seamlessly with platforms like Amazon Connect, Genesys Cloud CX, NICE CXone, Salesforce Service Cloud Voice, ServiceNow Voice, and Zendesk Voice. These integrations facilitate the ingestion of third-party data and the injection of Operata insights into those systems, providing real-time visibility across contact center systems, applications, desktops, browsers, WebRTC, networks, telephony, and audio equipment.
AI Features
Operata leverages AI-powered insights through its Tenor AI™ to provide actionable tips that elevate First Call Resolution (FCR), Customer Satisfaction (CSAT), and Service Quality. The platform's AI Featured Insights and AX Copilot proactively prevent AX issues and guide agents with real-time recommendations. Additionally, CX Copilot enables resolution of issues 5x faster through natural language interaction with CX Observability data.
Recognition and Achievements
Operata has processed 270 million customer interactions, 650 million agent minutes, and 1 trillion data points, demonstrating its extensive reach and impact. It has received recognition for innovation, having been selected for the Innovation Showcase at Enterprise Connect 2024 due to its advancements in customer experience with CX Observability. The platform also offers resources like whitepapers and an ROI Calculator to help estimate savings and benefits.