What you can do
Collect
Three collectors gather contact records, agent-side network and headset telemetry, and synthetic test results — from the browser and from your cloud account.
Monitor
Watch contacts, agents, and voice quality as they happen. Follow one customer across systems with Customer Journey Trace.
Assure
Prove the service works before agents log in. Heartbeat, Agent readiness, and Simulate test the path end to end.
Diagnose
Find the cause of poor audio, softphone errors, and dropped calls — down to the agent’s device, network, and browser.
Optimize
Rank CX risk, compare cohorts, and give agents in-the-moment guidance with Tenor.
Integrate
Connect your cloud contact center, Voice AI, and CX AI platforms, install the collectors you need, and set your redaction policy.
Build on it
API
Query contacts, observations, and insights. Configure redaction and receive webhooks.
AI agents
Point Claude, Cursor, or ChatGPT at the Operata MCP Server and ask questions of your own contact data.
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.
Start here
- Choose your integration — Amazon Connect, Genesys Cloud, and NICE CXOne, plus Voice AI and CX AI vendors. See the full list.
- How Operata works — the collection and processing path end to end.
- Getting started — your first week in the app.