Operata

To get the best from Amazon Connect you need to ensure the environment that connects Customers to Agents is set up for success and stays that way.

Multiple providers, network types, security, operating systems, browsers, software, headsets and more all need to be working in harmony to give the best customer and agent experience.

Monitoring, testing and optimizing this new world is critical to successful delivery and ongoing quality, as things change.

That’s why we created Operata, the end-to-end experience management platform for Amazon Connect

Operata collects information across each link in the chain. Every agent, every call.
Operata uses a range of test methods, replacing multiple point solutions to provide continuous, correlated quality insights.

Our ML-powered diagnostics proactively learns service quality norms to better predict issues, while providing the detail needed to resolve issues quickly.