Operata

Operata offers a unified observability platform for cloud contact centers, providing real-time visibility into IT and operational performance to deliver better agent and customer experiences. The platform enables organizations to lower IT costs, improve First Call Resolution and increase agent productivity by proactively identifying and resolving process and compliance issues.

Operata includes several key features:

• Monitoring: Real-time visibility into contact center systems, applications, and services, providing immediate operational and technical insights to optimize agent and customer experiences.
• AI Featured Insights: Proactive recommendations to improve key metrics like Call Abandonment, Call Transfers, Sentiment, and Service Availability.
• CX Copilot (Beta): A natural language interface for asking questions to investigate performance and gain insights using Tenor AI generative models.
• AX Copilot: Real-time guidance to optimize agents' technology and operational performance.
• Assurance: Automate monitoring, agent endpoint, and load testing to ensure cloud transformation with confidence.
• Integrations: Ingest data from multiple CCaaS, WEM, QM, CX, and CRM systems, with API and webhook access for custom integrations.

Operata's AI-driven insights are based on more than 1 trillion data points gathered from 270 million customer interactions and 650 million agent minutes. This data allows the platform to deliver unique insights by aligning technical, operational, and experience data across multiple dimensions, including agent experience, customer experience, applications, desktops, browsers, networks, telephony, and carrier performance.

Operata is built for contact center operations, CX teams, and IT teams that support them. The platform is designed to improve customer satisfaction and Net Promoter Scores by detecting and resolving technical and operational problems. It also helps lower IT costs by accelerating Mean Time To Detect (MTTD) and Mean Time To Resolve (MTTR) issues.

For companies seeking to improve their contact center operations, Operata offers a suite of tools to improve customer and agent experiences while lowering costs and improving efficiency.

Published on July 6, 2024