Operata is the service monitoring and assurance platform built for Amazon Connect.

Operata Monitoring continuously captures performance of the end-to-end communication chain, gathering agent feedback, softphone events, softphone logs and environmental data.

Operata Assurance generates real calls to validate customer experience and load-test to prove performance at predicted peaks.

Combining this data, Operata provides Insights to optimize the environment to deliver the best Amazon Connect customer experience.

This package includes:

100,000 agent data collection minutes each month

Unlimited users and agents.

Plan features:

Advanced Plan: Includes Assurance.

Premium Plan: Includes Assurance, and Enterprise Controls.

Key features::

Low code deployment - Browser extension for data collection, agent issue reporting and agent alerting.

Monitoring - Continuous end to end performance monitoring, detect change impacts in real-time, control service quality and manage third party SLAs.

Assurance Heartbeat testing - Continuously test your actual CX and AX, find issues early, view audio quality and compare trends over time.

Assurance Performance testing - Manage change and transform with confidence using real calls, on demand, at scale.

Insights - Bring together data from every call, agent feedback and AWS and systems for real-time performance visibility.