MONITORING AND ASSURANCE FOR IT OPERATIONS
Monitor and optimise end-to-end network and CCaaS performance.
Real-time observability is the fuel of modern contact center success.
From the agents on the front lines to the IT teams who focus on back-end metrics. Knowing what happens as it happens through real-time monitoring gives you necessary information to continuously improve your CX.
Take the guesswork out of agent performance.
Detect issues as they arise and help the agent navigate challenges
Turn agents into experts.
At the end of the day, we all want to feel like we know what we’re doing in our jobs. Arm your agents with the information they need to troubleshoot technical issues.
Curb costs that exceed expectations
Gain insights into contact flows to streamline and optimize customer journeys and the microservices that unpin them.
For DevOps
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Automate testing and assurance to manage continuous deployment
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Troubleshoot issues with real time data
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Gain user feedback directly from Agents
For Network Engineers
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Get all the data you need in simple, easy to use dashboards
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Set workflows to trigger notifications on what matters
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Get valuable insights into issues to speed resolution
For Service Managers
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View dashboards, run reports and track issues in real time
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Monitor service levels and measure performance SLAs.
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Gain insights into end-to-end agent and customer experience.
OPERATA WHITEPAPER
The economic impact of CCaaS monitoring and assurance
Get instant access our complimentary whitepaper
Learn how to optimize performance, save money and get the most from your CCaaS investment.
AMAZON CONNECT & OPERATA
Better Together
Operata gives IT teams and Contact Center managers the tools they need to deliver the best possible customer experience.
Boost Agent Productivity
Capture agent feedback and suggest fixes in real-time. Fewer issues, happier agents and better CX.
Faster Mean Time To Resolve
Correlate data sources to gain insights, identify issues, determine root causes and resolve them quickly.
Control Service Quality
Independently measure performance SLA’s for contact centers, agents, BPO, MSP, partners & carriers you rely on.
Speed Time-to-Value
Gain insights to confidently transform Amazon Connect, underlying systems, third parties or end-user devices.
Lower Costs
Reduce call times, focus investment in the right areas, optimize spend and measure what matters.
