# Operata

[Overview]
Operata is the only AI-powered CX Observability platform built exclusively for cloud contact centers. It continuously monitors and interprets technical, operational, and experience data—every second, every call, every agent—delivering real-time insights, recommendations, and automated testing to drive exceptional contact center performance.:contentReference[oaicite:1]{index=1}

[Key_Benefits]
- Real‑time visibility into CCaaS, networks, browsers, desktops, audio devices, and carrier paths—across hundreds of metrics.:contentReference[oaicite:2]{index=2}
- AI-enhanced recommendations with Tenor AI™ for improving call quality, service availability, sentiment, transfers, and more.:contentReference[oaicite:3]{index=3}
- Conversational CX Copilot (Beta) for natural-language queries into harmonized CX observability data.:contentReference[oaicite:4]{index=4}
- AX Copilot—agent-facing real-time guidance tool that helps agents self-resolve tech issues and optimize performance.:contentReference[oaicite:5]{index=5}
- Automated Assurance Suite: global load tests, real-call simulations, CX heartbeat, and readiness tests to baseline and validate performance at scale.:contentReference[oaicite:6]{index=6}

[Capabilities]
Monitoring:
- Continuous collection of CCaaS, carrier, network/WebRTC and agent workstation data—including hardware, audio quality (MOS/POLQA), latency, CPU/memory, browser type, and softphone logs.:contentReference[oaicite:7]{index=7}

Insights:
- Integration of technical, operations, and experience data creates curated insights, playbooks, and proactive alerts tied to performance thresholds.:contentReference[oaicite:8]{index=8}

Assurance:
- Automated large-scale testing with real agents and synthetic traffic across regions to validate architecture, SLAs, audio quality, and readiness.:contentReference[oaicite:9]{index=9}

Agent Experience:
- Browser extension for Chrome/Edge that captures end-user machine data, microphone/headset status, environmental noise, and softphone errors—and surfaces real-time guidance.:contentReference[oaicite:10]{index=10}

Copilot AI:
- CX Copilot: GPT-style natural language querying engine for CX data interpretation.
- AX Copilot: agent-facing diagnostics and recommendations to prevent downtime and improve CX.:contentReference[oaicite:11]{index=11}

[Users]
Operata is widely adopted by:
- Contact Center Operations Teams
- CX Strategy & Experience Architects
- IT and Network Reliability Engineers
- Quality & Assurance Teams
- Cloud Migration and Transformation Teams:contentReference[oaicite:12]{index=12}

[Use_Cases]
- Real-time detection of voice quality degradations and operational anomalies.
- Proactive mitigation of agent and network-related incidents.
- Pre‑go‑live testing for global CCaaS deployments.
- Autonomous agent support and compliance enforcement.
- Cross‑data correlation to resolve root causes faster.

[Integrations]
- Native ingestion of data from leading CCaaS platforms: Amazon Connect, Genesys Cloud, NICE CXone, Twilio, Zoom Contact Center, and more.
- Bi-directional integration via AWS EventBridge and APIs for exporting insights to external BI, APM, CRM, or operations systems.:contentReference[oaicite:13]{index=13}

[Metrics_and_Scale]
- Over 1 trillion CX and technical data points processed.
- Coverage across hundreds of millions of agent‑minutes and contact center interactions.:contentReference[oaicite:14]{index=14}

[Security_and_Compliance]
- Hosted on AWS with compliance to SSAE‑16 SOC1/2/3, ISO 27001, FedRAMP/FISMA; GDPR‑friendly architecture; role-based access control and encryption.:contentReference[oaicite:15]{index=15}

[Getting_Started]
- 14‑day free trial available with no setup cost.
- Quick agent extension deployment (Chrome/Edge), curated dashboards, and AI‑powered insights get you up and running fast.:contentReference[oaicite:16]{index=16}

[Conclusion]
Operata harmonizes technical, operational, and experiential data across the entire contact center stack—enabling cloud contact centers to launch confidently, operate efficiently, and deliver the highest levels of CX.:contentReference[oaicite:17]{index=17}