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CX Observability for Cloud Contact Centers | OperataUncover hidden patterns in your IT & Ops data to intelligently resolve issues and improve interactions - all in real time.CX Observability for Cloud Contact Centers | Operata INTRODUCING MAESTRO 🎹 ONE OBSERVABILITY PICTURE ACROSS YOUR CUSTOMERS’ HUMAN AND AI INTERACTIONS. NOW AVAILABLE FOR 50+ CX PLATFORMS  •  READ THE BLOG AITenor AIOperata’s AI Agents work behind the scenes to power every layer of our CX Observability stack.AI FeaturesIntegrationsCOLLECTReal-time data collection for 50+ CX products.CX CopilotINTERPRETACTTalk to your data with CX context. Get visual results. CX Insights Graph®INTERPRETCX-specific, Actionable, and Real-Time Insights.Operata MCP Server®ACTConnect your AI Agents to CX Observability context.Customer Journey Trace®INTERPRETGet one picture across CX services.ProductAI-powered CX Observability platform, built for cloud contact centersSee platform overviewProductPlatform OverviewAI-powered CX Observability platform, built for cloud contact centersSchedule a TourSee the power of Operata with a personalised platform walkthroughPLATFORMCollectionReal-time data collection from human & AI agents and CX cloud applicationsMonitoringReal-time monitoring of every second, every call, every AI and human agentAssuranceEnd-to-end performance, benchmarking and load testingInsightsProactive recommendations for enhanced AX and CXAgent ExperienceReal-time tips to enhance digital experiences for agents and customersIntegrationsBring CX data to Operata and deliver new insights to 3rd-party systemsFEATURESAgent CopilotSmart monitoring and real-time guidance for Agents to improve digital and customer experienceAgent Readiness TestStart the day the right way with end-to-end tests triggered by every agentCustomer Journey Trace®Get one picture across CX servicesCX CopilotNatural language to interact with CX Observability data powered by Tenor AI™Operata MCP Server®Connect your AI Agents to CX Observability contextPlaybooksCurated playbooks with interactive dashboards for proactive insights and actionsAll FeaturesOperata Platform CX Observability features for IT, Ops, and CX teamsIntegration HubNEWSeamlessly integrate across 50+ CX, AI & Contact Center platformsSee all integrationsFeatured IntegrationsAmazon Connect®Genesys® Cloud CX™NICE CXOne®Salesforce®ServiceNow®Zendesk®ResourcesRESOURCESBlogStay up to date on product releases and company newsWhitepaper The cost savings, TCO, ROI and business benefitsROI CalculatorHow much can you save with OperataHelp CenterGuides, advice & FAQsCOMPANYOur StoryRead our origin story and learn why we're singing in the cloudsWhy Operata?Learn how Operata is innovating to fuel new insights and exceptional CXPartnersOur partner ecosystemJobsCareers at OperataGet in TouchContact our teamDEVELOPERSDocs Full Dev guides & API docsChangelogLatest releases & updatesStatusCurrent service availability BUILT FORIT OperationsContact Center OperationsContact Center AgentsContact Center TransformationMaestroLatest ReleaseOne observability picture across your customers’ human and AI interactions. Now available for 50+ CX platforms.PricingWhy OperataCustomersSign InStart for FreeThis website or its third-party tools use cookies, which are necessary for its functioning and required to achieve the purposes illustrated in the privacy policy. You accept the use of cookies by closing or dismissing this notice, by clicking a link or button or by continuing to browse otherwise. Learn moreAcceptDenyShine a light on your cloud contact center with CX ObservabilityUncover hidden patterns in your IT and Ops data to intelligently resolve issues and improve interactions – all in real time.Book a DemoExplore the Product 4 of the Top 10 Global Software2 of the top 10 U.S. HealthcareTop 3 Global Pharma2 of the Top 5 UK BanksTop 3 Global Travel10 Fortune 500 Industrials & Insurance Leaders
4 of the Top 10 Global Software2 of the top 10 U.S. HealthcareTop 3 Global Pharma2 of the Top 5 UK BanksTop 3 Global Travel10 Fortune 500 Industrials & Insurance Leaders
Scattered signals, disconnected CXToday's cloud contact center is a dark landscape...Scattered with beacons — networks, browsers, headsets, apps, AI agents, and other third-party systems — each pulsing out its own signal.The data is out there. What's missing is a way to connect these beacons into clear constellations contact center IT and Ops teams can navigate by.We call this CX Observability. And as enterprises migrate to the cloud and embrace AI, it has become a necessity. Connected across AI + Human agentsTurn scattered signals into connected experiencesOperata connects the dots across your entire CX stack by piecing together technical, operations, and experience data from disparate but interrelated systems. Purpose-built for the modern cloud contact center, our platform empowers IT and Ops leaders to:Platform OverviewCollectInterpretActCapture data from your entire CX and EX tech stack with robust, out-of-the-box integrations with agent desktops, browsers and headsets, networks and VPNs, CCaaS and CRM, telephony and WebRTC, and event streams.Platform OverviewCollectInterpretActThread disparate real-time interactions into customer journeys with correlated insights and compare performance by location and team.  Dive deep into the individual agents and the metrics, events, logs & traces behind every interaction.Platform OverviewCollectInterpretActTurns insights into EX and CX improvements with composable and pre-built event-based actions that automatically prevent and resolve issues before they waste everyone’s time.REAL-TIME CX OBSERVABILITYFrom reactive fixes to resilient experiencesWhile generic monitoring tools see logs and analytics products see conversations, Operata provides true real-time observability into the entire customer journey.See beyond the siloGo beyond the boundaries of your CCaaS platform. We connect technical, operational, and experience data across your entire stack — from cloud infrastructure and AI agents to the agent’s local environment — to uncover patterns vendor-specific tools can't see.Get insights, not analyticsYou don’t need more dashboards, you need observability that leads to action. Use real-time insights and pre-built playbooks to automatically prevent issues and improve agent and customer outcomes as they happen, not after the fact.Gain continuous assurance, not just point-in-time testsDeploy in hours, not months. Get immediate and ongoing confidence in your cloud operations with a platform built for the complexity of modern, multi-vendor contact centers — all without the need for expensive professional services.Pinpoint the root cause, not just the symptomUnderstand what’s happening beneath the conversation. Expose hidden correlations in minutes from agent behavior to networks to system performance - find the true source of an issue, whether it's technical, operational, or behavioral.OPEN STANDARDS, ENTERPRISE CLASSFuture proof for flexible AI and data best practiceOpen StandardsCollect metrics, events, logs and traces with pipelines built for flexibility and scale.Learn moreTalk to your dataUse simple prompts to surface expert Insights, and visualisations - powered by Agentic AI.Learn moreYour Data, your AIQuery insights and data using your own AI stack and Operata’s MCP server for CX Observability.Learn moreCX SPECIFIC INSIGHTSAI fueled by CX signals at scale500MILLIONINTERACTIONS1BILLIONAGENT MINUTES1TRILLIONCX INSIGHTSAIUse Tenor Al to ask a question about your Contact CenterWhat can I do to improve the CX score of my contact center?What can I do to improve the CX score of my contact center?Agents using built-in mics transfer 200% more calls than those using headsetsCall transcription accuracy drops 4X when voice quality dips below 3.5 MOSOverall call abandonment includes 15% of calls abandoned by agentsThinking...Book a DemoSEAMLESS INTEGRATIONSReal-time observability across 50+ CX, AI & Contact Center platformsSee IntegrationsBUILT FOR TEAMSTeams across the globe are seeing the power of OperataIT & Ops TeamsContinuously monitor and identify performance trends across networks, infrastructure and apps. Assess technology risks and action improvements.Learn MoreFaster fixes,Reduce MTTRSpend 65% less time investigating technology issuesIncrease agent time with customersIncrease availability by up to 4%Contact Center OperationsUncover deep performance insights that fuel smarter decision-making, speed migration and boost agent productivity. Proactively plan improvements for the best CX.Learn MoreContact Center AgentsPrevent setup issues with Agent readiness tests. Guide Agents with real-time recommendations to improve interaction quality on-the-fly.Learn MoreProactively prevent AX issuesEliminate 90% of the cost of troubleshootingCase StudiesPowering performance for the world's best Contact Centers    CX Observability delivers end-to-end visibility across every interaction…Think of it as Datadog for contact centers.Nicolas De KouchkovskyNo JitterRead case studies    Vital to accelerating our migration & continuously assuring end-to-end quality across diverse environments.Craig RobsonIT Product Manager, Origin    A highly valuable toolset in measuring the performance of our pilot program with Amazon Connect at both a network level and end-to-end - providing key metrics as to the customer and agent experience.Darren BakerNetwork Engineering & Planning - Senior Lead, Telstra    CX Observability [delivers] end-to-end visibility across every interaction…Think of it as Datadog for contact centers.Nicolas De KouchkovskyNo JitterRead case study    Vital to accelerating our migration & continuously assuring end-to-end quality across diverse environments.Craig RobsonIT Product Manager, Origin    A highly valuable toolset in measuring the performance of our pilot program with Amazon Connect at both a network level and end-to-end - providing key metrics as to the customer and agent experience.Darren BakerNetwork Engineering & Planning - Senior Lead, Telstra    In moving to Amazon Connect, and Agents working from home, we needed real-time visibility of quality and issues. In hindsight, we should have put Operata in sooner.Rachel SouthonTechnology & DeliveryRead case study    Operata really opened up a lot of the data metrics for us, to more easily understand what was going on when there were issues.Tyler CrossCTO, Reciprocity IndustriesRead case study    Operata... helped us to determine the optimal region to host our instance, troubleshoot errors and understand the impact of remediation actions during our pilot of Amazon Connect.Alex SengBusiness Analyst, Everlight Radiology    In moving to Amazon Connect, and Agents working from home, we needed real-time visibility of quality and issues. In hindsight, we should have put Operata in sooner.Rachel SouthonTechnology & DeliveryRead case study    Operata really opened up a lot of the data metrics for us, to more easily understand what was going on when there were issues.Tyler CrossCTO, Reciprocity IndustriesRead case study    Operata... helped us to determine the optimal region to host our instance, troubleshoot errors and understand the impact of remediation actions during our pilot of Amazon Connect.Alex SengBusiness Analyst, Everlight RadiologyGet StartedReady to bring CX Observability to your contact center?See how Operata empowers IT and Ops teams to intelligently resolve issues and improve interactions in your contact center.Book a DemoMelbourne‍3/162 Collins StreetMelbourne, Victoria 3000, AustraliaDenver1580 N. Logan St, Ste 660Denver, CO 80203, USAProductOperata PlatformMonitoringAssuranceInsightsAgent ExperienceIntegrationsAICX Insights Graph®Customer Journey Trace®CX CopilotOperata MCP Server®FEATURESAgent CopilotAgent Readiness TestCustomer Journey Trace®CX CopilotOperata MCP Server®PlaybooksAll FeaturesResourcesPricingWhitepapersCustomersBlogROI CalculatorHelp CenterEventsBuilt forIT OperationsContact Center OperationsContact Center AgentsContact Center TransformationCompanyOur StoryWhy Operata?PartnersCareersGet in TouchDevelopersDocsChangelogStatusMelbourne‍3/162 Collins StreetMelbourne, Victoria 3000, AustraliaDenver1580 N. Logan St, Ste 660Denver, CO 80203, USAPrivacy Policy  |  Terms of Service© 2025 Operata Pty Ltdenen1771091401https://operata.io

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