The startup offers cloud-based call center software that utilizes machine learning to monitor call quality and diagnose issues in real-time. By automating corrective actions and providing feedback to agents, the software enhances customer service performance and improves overall customer satisfaction.
Funding
$2.2M raised to dateRaised to date based on public sources. This may differ from the amount the company actually raised and is based only on what is publicly available on the internet.
Founders
Product
Problem
Cloud contact centers often lack comprehensive visibility into the factors impacting customer experience (CX) and agent experience (AX), leading to difficulties in identifying and resolving issues that affect service quality and agent productivity. Traditional monitoring tools fail to provide correlated insights across technical, operational, and experiential data, hindering proactive problem-solving and optimization.
Solution
Operata provides a CX Observability platform designed specifically for cloud contact centers, offering end-to-end visibility and AI-powered insights to improve both CX and AX. The platform collects and correlates data from various sources, including CCaaS providers, network infrastructure, agent desktops, and customer interactions, providing a unified view of contact center performance. By applying machine learning algorithms and AI-driven copilots, Operata identifies potential issues, recommends corrective actions, and automates best practices, enabling contact center operations teams to optimize performance, reduce downtime, and enhance overall service quality.
Target Audience
Operata is designed for IT operations, contact center operations, and CX teams within organizations that utilize cloud-based contact center solutions, as well as consulting partners who implement and manage these solutions.
Features
- Real-time monitoring of CCaaS service performance, network latency, and agent workstation metrics
- AI-powered insights and recommendations for improving key performance indicators (KPIs) such as First Call Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction (CSAT)
- AX Copilot that provides agents with real-time guidance and troubleshooting assistance
- CX Copilot (Beta) that enables users to interact with CX Observability data using natural language
- Automated performance testing and voice quality testing to ensure optimal service delivery
- Pre-built integrations with popular CCaaS platforms such as Amazon Connect, Genesys Cloud CX, NICE CXone, Salesforce, ServiceNow, and Zendesk
- REST API and data exchange capabilities for seamless integration with existing IT systems and workflows
- Agent Readiness Test to ensure optimal agent environment