> ## Documentation Index > Fetch the complete documentation index at: https://docs.operata.com/llms.txt > Use this file to discover all available pages before exploring further. # Feature matrix > Feature availability by edition — Core, Enterprise, Enterprise+ — across Amazon Connect, Genesys Cloud, NICE CXOne, and other verified platforms. 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](/docs/integrations-overview). ## 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](/docs/integrations-amazon-connect-overview). ### 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](/docs/genesys-overview). ### 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](/docs/integrations-nice-cxone-overview). ### 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](/docs/concepts-customer-journey-trace) for the cross-platform model. ## Related * [Integrations hub](/docs/integrations-overview) — every platform Operata supports. * [Customer Journey Trace](/docs/concepts-customer-journey-trace) — multi-platform journey model. * [Agent Experience Collector](/docs/collector-overview) — browser-based data collection. * [Platform compatibility](/docs/compatibility-platforms) — certified CCaaS versions and softphones.