Operata

What Operata does

Operata is the world's first CX Observability platform, providing real-time visibility to govern and oversee AI and human CX stacks. It traces every interaction from AI to human resolution, monitoring every second of every call and turning telemetry into proactive recommendations. The platform helps enterprises de-risk AI deployments, assure AI-human agent handoffs, eliminate blind spots in remote teams and BPOs, and cut issue investigation time by 65%. Operata integrates with over 50 CX, AI, and contact center platforms, offering solutions for IT & Ops Teams, Contact Center Operations, and Contact Center Transformation.

Products

• Operata PlatformThe world’s only AI-Powered CX Observability platform built exclusively for cloud contact centers, monitoring every second of every call and providing end-to-end observability with AI-powered insights and recommendations.
• CX CopilotA smart observability assistant that uses natural language to interact with CX observability data, generate visualizations, suggest next steps, and pinpoint CX issues. Powered by Operata's AI Agents and Anthropic's Claude family of large language models via Amazon Bedrock.
• Operata MCP ServerA bridge between Operata's CX observability data and AI agents, enabling secure connection of AI agents to CX observability tools and context. It allows querying of traces, metrics, logs, and insights through a single, standardized interface using the Model Context Protocol (MCP).
• Agent CopilotSmart monitoring and real-time guidance for agents to improve digital and customer experience, proactively detecting issues and guiding self-fix solutions.
• Customer Journey TraceStitches together customer journeys from multiple interaction sources into a single, unified CX view, visualizing every step of the customer journey from IVR and AI to Telephony and Chat as a flame-graph timeline.
• CX Insights GraphProvides CX-specific, actionable, and real-time insights by correlating technical, operational, and experience data, offering AI-powered metrics to signal potential issues.
• Agent CollectorCollects agent experience data via a browser plugin (Chrome, Edge) including WebRTC data, system data, network data, softphone logs, agent feedback, and headset data.
• Cloud CollectorCollects CCaaS data, CX data, and AI agent data from the cloud with templated, easy-to-deploy solutions.
• Experience CollectorCaptures environmental data such as browser, hardware, network, and noise.
• Trace CollectorCaptures data from your entire CX and EX tech stack with robust, out-of-the-box integrations.
• Agent Readiness TestEnsures a 5-star experience before the first call by running an automated, real-world, end-to-end test of the contact center and local agent environment.
• Performance TestingTests with real calls, on demand, at scale, and performs proactive end-to-end tests triggered by agents.
• CX BaselineUses global scores to baseline expected performance and scores CX to view audio quality shifts at each step of a call.
• CX HeartbeatProactive end-to-end tests, triggered by Agents.

Key capabilities

• Real-time telemetry across every customer interaction
• AI-powered insights and recommendations
• End-to-end observability across AI and human CX stack
• Correlation of technical, operational, and experience data
• Natural language interaction with data (CX Copilot)
• Automated issue prevention and resolution actions
• Seamless integrations with 50+ CX, AI, and contact center platforms
• Monitoring of CCaaS and carrier performance
• Network and WebRTC metrics tracking
• Agent environment and desktop visibility
• Agent self-service and real-time guidance
• Automated testing and assurance (DevOps)
• SAML based Single Sign On (SSO)
• Role-based access controls
• Multi-Contact Center Monitoring
• Open standards for data collection
• AI-fueled by CX signals at scale
• Agent experience collector via browser extension
• AI Featured Insights for improvement areas
• Real-time intelligent guidance for agents
• Configurable action buttons for alerts
• Wellbeing alerts for abusive calls
• Customer Journey Trace with flame-graph timeline
• AI Summaries for traces
• Model Context Protocol (MCP) for AI agent integration

Use cases

• De-risk AI deployments
• Assure AI handoffs to human agents
• Eliminate blind spots across remote teams and BPOs
• Cut issue investigation time by 65%
• Continuously monitor and identify performance trends across networks, voice AI, infrastructure, and apps
• Assess technology risks and action improvements
• Uncover deep performance insights for smarter decision-making
• Speed migration and boost agent productivity
• Troubleshoot issues with real-time data
• Automate testing and assurance for continuous deployment
• Monitor service levels and measure performance SLAs
• Optimize AI investment by ensuring voice quality for transcription, sentiment analysis, and agent assistants
• Improve agent productivity and reduce downtime
• Automate best practices for agents
• Enhance agent and customer experience
• Accelerate contact center rollout and migration to cloud
• Manage ongoing costs by reducing call times and optimizing spend
• Pinpoint root causes of CX issues
• Monitor agent technical health and performance for remote teams
• Track SLAs and aggregated technical risk across distributed workforce
• Detect and resolve agent-impacting technical issues
• Provide real-time feedback to IT from agents
• Monitor and optimize end-to-end network and CCaaS performance
• Track real-time health of voice connection between agent and CCaaS
• Diagnose hardware and equipment issues for agents
• Implement quality-based routing based on agent audio quality
• Identify and resolve issues like low audio energy, short calls, high latency, low MOS
• Detect regional outages or software incompatibilities
• Alert on keyword mentions (e.g., 'I can't hear you')
• Identify mid-call abandons and agent abuse events
• Ensure compliance with agent workstation and network best practices
• Provide real-time guidance to agents for troubleshooting

AI approach

Operata uses AI, specifically its Tenor AI™ suite, to power its CX Observability platform. This includes AI-powered insights, recommendations, and conversational AI features like CX Copilot and Agent Copilot. CX Copilot uses Operata's own agents for data query, knowledge, summarization, charting, visualization, next steps, and routing, which in turn utilize Anthropic's Claude family of large language models via Amazon Bedrock. The Operata MCP Server allows secure connection of AI agents to CX observability tools and context, enabling external AI systems to query Operata's data.

Tech named: Tenor AI™, Anthropic's Claude family of large language models, Amazon Bedrock, Model Context Protocol (MCP), Cursor, OpenAI Codex, Claude Code

Industries served

• Software
• Healthcare
• Pharma
• Banking
• Travel
• Industrials
• Insurance

What it says sets it apart

• World's first CX Observability platform
• Built exclusively for cloud contact centers
• Monitors every second of every call
• Connects technical, operational, and experience data from the entire customer journey
• AI-powered insights and recommendations
• Real-time telemetry and proactive recommendations
• Integrates with 50+ CX, AI, and contact center platforms
• Open standards for flexibility and scale
• AI-fueled by CX signals at scale (trillions of CX insights)
• Simple, no-code deployment with browser extensions and cloud collectors
• Comprehensive data collection from human and AI agents and CX applications
• Unified view across multiple CX tools and platforms
• Securely connects AI agents to CX observability tools via MCP Server
• Provides real-time intelligent guidance to agents (Agent Copilot)
• Offers layered Atomic and Composite Insights for root cause analysis
• Business-critical reliability with robust uptime SLAs and AWS cloud hosting (SOC 2 Type II, ISO 27001, FedRAMP/FISMA reports)

Funding rounds we track

From the AI funding tracker — rounds as reported by the linked publications.