Operata

Operata is for IT and operations teams that need to find and resolve problems affecting customer interactions in cloud contact centers. It brings together technical, operational, and experience data from calls handled by human agents and voice AI, helping teams investigate issues such as poor audio, network delays, routing problems, and failed handoffs. Teams can review interaction traces and dashboards, monitor call quality and agent workstation conditions, and use alerts and guided troubleshooting to help agents address technical issues. Operata also supports readiness checks and performance testing to assess contact center systems and voice quality. Integrations connect it with contact center platforms and related tools, including Amazon Connect, Genesys Cloud, and NICE CXone. It may suit organizations seeking end-to-end visibility into contact center performance across agents, infrastructure, and customer interactions.

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