Feature matrix - Operata Developer Hub

Operata ships features across three editions: Core, Enterprise, and Enterprise+. Availability varies by edition and by platform. This page covers verified platforms — those that have completed Operata’s certification. For the full list of supported integrations, see the integrations hub.

Core edition features

All verified platforms include the following Core edition features.

Data collection

Feature	Description
Agent Experience Telemetry	Browser-based collection of agent workspace performance, network metrics, and device information
WebRTC Metrics	Real-time audio quality metrics including jitter, packet loss, and MOS scores
Agent State Tracking	Agent availability, status changes, and session duration
Network and ISP Information	Agent network performance, latency, and ISP details
Agent Machine Profile	CPU, memory, and system information from agent workstations
Call Metadata	Basic call attributes including duration, queue, phone numbers, and timestamps

Observability

Feature	Description
Customer Journey Trace	Multi-platform journey visualization with flame-graph timelines showing complete customer interactions across platforms
Journey Explorer	Search, filter, and explore customer journeys with detailed span information
Insights	Automated detection of audio quality, network, and performance issues
Calls & Logs Explorer	Search and filter call records with detailed event logs
Dashboards	Pre-built performance dashboards with key CX metrics

Platform access

Feature	Description
Web Application	Browser-based access to Operata platform
REST API	Programmatic access to telemetry data and insights
SSO Integration	Single sign-on for agent authentication

Enterprise edition features

Enterprise edition includes all Core edition features plus enhanced capabilities for select verified platforms.

Enhanced data collection

Available for: Amazon Connect, Genesys Cloud, NICE CXOne

Feature	Description
CRM Integration Data	Customer context from Salesforce Service Cloud Voice, Zendesk, ServiceNow
Advanced Call Signaling	Detailed SIP signaling and call flow analysis
Queue Performance Metrics	Real-time queue analytics and agent routing data
Contact Lens Integration	Amazon Connect Contact Lens sentiment and transcript data
Historical Data Retention	Extended data retention beyond Core Edition limits

Advanced observability

Available for: Amazon Connect, Genesys Cloud, NICE CXOne, PolyAI, Twilio

Feature	Description
Cross-Platform Insights	Issue detection across platform handoffs and transfers
AI Agent Performance Analytics	Voice AI conversation metrics, handoff analysis, and intent tracking
Advanced Dashboards	Customizable dashboards with cross-platform analytics
Custom Journey Views	Create and save custom journey filters and visualizations

Proactive assurance

Available for: Amazon Connect

Feature	Description
Heartbeat Human Agent	Synthetic monitoring of agent login and call flows
Heartbeat Virtual Agent	Automated testing of IVR and AI agent flows
EventBridge Integration	Real-time event streaming to AWS EventBridge for automation

Integrations

Available for: Amazon Connect, Genesys Cloud, NICE CXOne

Feature	Description
Salesforce Integration	Deep integration with Salesforce Service Cloud Voice
Zendesk Integration	Ticket correlation and support context
ServiceNow Integration	Incident tracking and correlation with CX events

Enterprise+ edition features

Enterprise+ includes all Enterprise edition features plus:

Feature	Description
Custom Integration Development	Operata engineers build integrations for custom or unlisted platforms
Priority Support	Dedicated Customer Success Manager and priority incident response
Advanced Security	Enhanced compliance controls, audit logging, and data governance
Increased API Rate Limits	Higher API request limits for large-scale integrations
White Glove Onboarding	Dedicated onboarding team and custom training

Feature support by verified platform

CCaaS platforms

Amazon Connect

Feature Category	Core	Enterprise	Enterprise+
Agent Experience Collection	Yes	Yes	Yes
Multi-Platform Journey Trace	Yes	Yes	Yes
Contact Lens Integration	No	Yes	Yes
Heartbeat Monitoring	No	Yes	Yes
EventBridge Integration	No	Yes	Yes
Salesforce Integration	No	Yes	Yes
Custom Integrations	No	No	Yes

Genesys Cloud

Feature Category	Core	Enterprise	Enterprise+
Agent Experience Collection	Yes	Yes	Yes
Multi-Platform Journey Trace	Yes	Yes	Yes
Advanced Call Signaling	No	Yes	Yes
Queue Performance Analytics	No	Yes	Yes
Salesforce Integration	No	Yes	Yes
Custom Integrations	No	No	Yes

NICE CXOne

Feature Category	Core	Enterprise	Enterprise+
Agent Experience Collection	Yes	Yes	Yes
Multi-Platform Journey Trace	Yes	Yes	Yes
Advanced Call Signaling	No	Yes	Yes
Queue Performance Analytics	No	Yes	Yes
Salesforce Integration	No	Planned	Yes
Custom Integrations	No	No	Yes

Amazon Lex

Feature Category	Core	Enterprise	Enterprise+
Agent Experience Collection	Yes	Yes	Yes
Multi-Platform Journey Trace	Yes	Yes	Yes
Intent and Utterance Tracking	Yes	Yes	Yes
Custom Integrations	No	No	Yes

CPaaS platforms

Twilio

Feature Category	Core	Enterprise	Enterprise+
Call Metadata Collection	Yes	Yes	Yes
Multi-Platform Journey Trace	Yes	Yes	Yes
SIP Signaling Analysis	No	Yes	Yes
Voice Quality Metrics	Yes	Yes	Yes
Custom Integrations	No	No	Yes

Voice AI platforms

PolyAI

Feature Category	Core	Enterprise	Enterprise+
AI Agent Conversation Data	Yes	Yes	Yes
Multi-Platform Journey Trace	Yes	Yes	Yes
Handoff Analysis	No	Yes	Yes
Intent Recognition Metrics	Yes	Yes	Yes
Custom Integrations	No	No	Yes

VAPI

Feature Category	Core	Enterprise	Enterprise+
AI Agent Conversation Data	Yes	Yes	Yes
Multi-Platform Journey Trace	Yes	Yes	Yes
Voice Quality Metrics	Yes	Yes	Yes
Custom Integrations	No	No	Yes

Bland

Feature Category	Core	Enterprise	Enterprise+
AI Agent Conversation Data	Yes	Yes	Yes
Multi-Platform Journey Trace	Yes	Yes	Yes
Call Success Metrics	Yes	Yes	Yes
Custom Integrations	No	No	Yes

LiveKit

Feature Category	Core	Enterprise	Enterprise+
Real-Time Audio Metrics	Yes	Yes	Yes
Multi-Platform Journey Trace	Yes	Yes	Yes
WebRTC Analytics	Yes	Yes	Yes
Custom Integrations	No	No	Yes

Pipecat

Feature Category	Core	Enterprise	Enterprise+
AI Agent Conversation Data	Yes	Yes	Yes
Multi-Platform Journey Trace	Yes	Yes	Yes
Pipeline Performance Metrics	Yes	Yes	Yes
Custom Integrations	No	No	Yes

Additional capabilities

Headset and device integrations

Operata supports integrations with agent hardware devices across all editions:

Device Integration	Platforms	Edition Availability
Jabra Advanced Analytics	Amazon Connect, Genesys Cloud, NICE CXOne	Core, Enterprise, Enterprise+
Generic WebRTC Softphone	All platforms with WebRTC	Core, Enterprise, Enterprise+

Data privacy and security

All editions include:

Data redaction and PII masking
GDPR and CCPA compliance controls
Encrypted data transmission (HTTPS/TLS)
Role-based access control (RBAC)

Enterprise+ adds:

Advanced audit logging
Custom data retention policies
Enhanced compliance reporting

Notes

Amazon Connect

The Agent Experience Collector installs via the Operata Chrome or Edge extension.
The Cloud Collector installs via a CloudFormation stack in your AWS account.
Contact Lens integration requires Contact Lens enabled in your Amazon Connect instance.
Amazon EventBridge integration supports real-time event streaming and webhook delivery.
For setup, see Amazon Connect integration.

Genesys Cloud

The Agent Experience Collector installs via the Operata Chrome or Edge extension.
Multi-platform journey trace is available in all editions.
Advanced call signaling requires Enterprise or higher.
For setup, see Genesys Cloud integration.

NICE CXOne

The Agent Experience Collector installs via the Operata Chrome or Edge extension.
Multi-platform journey trace is available in all editions.
Salesforce integration is planned for Enterprise edition.
For setup, see NICE CXOne integration.

Voice AI platforms (PolyAI, VAPI, Bland, LiveKit, Pipecat)

Multi-platform journey trace is available in all editions when combined with a CCaaS platform.
Handoff analysis requires Enterprise, and requires both the Voice AI platform and a destination CCaaS integration.
See Customer Journey Trace for the cross-platform model.

Integrations hub — every platform Operata supports.
Customer Journey Trace — multi-platform journey model.
Agent Experience Collector — browser-based data collection.
Platform compatibility — certified CCaaS versions and softphones.

​Core edition features

​Data collection

​Observability

​Platform access

​Enterprise edition features

​Enhanced data collection

​Advanced observability

​Proactive assurance

​Integrations

​Enterprise+ edition features

​Feature support by verified platform

​CCaaS platforms

​Amazon Connect

​Genesys Cloud

​NICE CXOne

​Amazon Lex

​CPaaS platforms

​Twilio

​Voice AI platforms

​PolyAI

​VAPI

​Bland

​LiveKit

​Pipecat

​Additional capabilities

​Headset and device integrations

​Data privacy and security

​Notes

​Amazon Connect

​Genesys Cloud

​NICE CXOne

​Voice AI platforms (PolyAI, VAPI, Bland, LiveKit, Pipecat)

​Related

Core edition features

Data collection

Observability

Platform access

Enterprise edition features

Enhanced data collection

Advanced observability

Proactive assurance

Integrations

Enterprise+ edition features

Feature support by verified platform

CCaaS platforms

Amazon Connect

Genesys Cloud

NICE CXOne

Amazon Lex

CPaaS platforms

Twilio

Voice AI platforms

PolyAI

VAPI

Bland

LiveKit

Pipecat

Additional capabilities

Headset and device integrations

Data privacy and security

Notes

Amazon Connect

Genesys Cloud

NICE CXOne

Voice AI platforms (PolyAI, VAPI, Bland, LiveKit, Pipecat)

Related