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Operata is CX observability for cloud contact centers. It gives you real-time visibility over every contact — whether a human or an AI agent is on the line. You can see why call quality, agent experience, and customer outcomes are what they are, and act before they slip. It does this by collecting the signals behind every contact — Contact Trace Records (CTRs), Contact Lens output, contact-flow logs, agent-side network and headset telemetry, and synthetic Heartbeat runs — from Amazon Connect, Genesys Cloud, and NICE CXOne. Operata stitches those signals into observations against a single contact and derives insights from them. It then exposes the result through an API and Amazon EventBridge — so you can query what happened or trigger action on it.

Deploy & Observe

Connect Amazon Connect, Genesys Cloud, or NICE CXOne and watch contacts and insights land in Operata. Start here if you run a contact center platform and want visibility into agent experience and contact outcomes.

Develop & Integrate

Query contacts, observations, and insights over the Operata API, or react to Amazon EventBridge events. Start here if you build dashboards, alerting, or workflow automation on top of contact data.

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Core concepts

  • Signals and observations — a signal is a single timestamped measurement a collector emits; an observation is the persisted Operata record built from those signals.
  • Contacts and interactions — the per-platform customer record Operata observes: Contact (Amazon Connect), Interaction (NICE CXOne), or Conversation (Genesys Cloud).
  • Customer Journey Trace — how Operata stitches per-platform records into one cross-platform path.
  • Insights — named detections Operata derives from observations, surfaced in the CX Insights Graph.