Overview
Operata is the service monitoring and assurance platform built for Amazon Connect. With Accelerate, Operata continuously captures performance of the end-to-end communication chain, gathering data network performance metrics, agent feedback, softphone events, softphone logs, audio levels, headset types, environmental data and more. Combining this data, Operata provides Insights to optimize both the environment and agent activity, delivering the best Amazon Connect customer experience. As part of the Accelerate service, Operata will provide options for ongoing use of the service.
Key features:
- Operata white glove enablement and training.
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.
Insights
- Bring together data from every call, agent feedback and AWS and systems for real-time performance visibility.
Proof of Value
- Deliver a CX Assessment with insights on technology and agent behaviour that impact CX as well as providing an outline ROI using your data & actual agent/IT costs.
Highlights
- Migrate to Amazon Connect quicker, launch with confidence knowing your end-to-end environment is in shape and any changes well managed.
- Reduce time-to-value for your Connect investment with detailed real time performance data that CX teams can understand, resolve issues sooner and ensure high quality end-to-end delivery.
- Happy agents and customers, with great conversations and Customer Experience. Continuously monitor network performance and audio quality, capture agent feedback and generate real calls to measure true CX and load-test to prove performance at predicted peaks.
Details
Features and programs
Financing for AWS Marketplace purchases
Pricing
Dimension | Description | Cost/month | Overage cost |
|---|---|---|---|
Accelerate | 14 days access, unlimited users and agents, 1m minutes agent data collection. | $0.00 |
The following dimensions are not included in the contract terms, which will be charged based on your usage.
Dimension | Cost/unit |
|---|---|
On Demand additional Assurance minutes | $0.20 |
Vendor refund policy
Operata charges and collects in advance for use of the Service. All payment obligations are non-cancellable and all amounts paid are nonrefundable.
Legal
Vendor terms and conditions
Content disclaimer
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
Vendor support
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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