Sold by: Operata
Deployed on AWS
Vendor Insights
14 days of performance insights into your Amazon Connect environment, white glove set-up support and training to rapidly develop and implement a Proof of Value with Operata.
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
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Deployed on AWS
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Pricing
Pricing is based on the duration and terms of your contract with the vendor, and additional usage. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. Usage-based pricing is in effect for overages or additional usage not covered in the contract. These charges are applied on top of the contract price. If you choose not to renew or replace your contract before the contract end date, access to your entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/month | Overage cost |
|---|---|---|---|
Accelerate | 14 days access, unlimited users and agents, 1m minutes agent data collection. | $0.00 |
Dimension | Cost/unit |
|---|---|
On Demand additional Assurance minutes | $0.20 |
Dimensions summary
This listing gives you a free 14-day trial with two dimensions. The Accelerate dimension grants 14 days of access, unlimited users and agents, and up to 1 million minutes of agent data collection. The On Demand additional Assurance minutes dimension is a usage-based add-on you draw on if you need Assurance testing minutes beyond what the trial includes. Together, the trial covers your core access period while the Assurance minutes let you scale testing activity as needed during that window.
Top-of-mind questions for buyers
An agent minute is the elapsed time where data is collected during a call. For human agents, this runs from agent connect to agent disconnect. The same metering applies to AI agents. Your trial allowance covers up to 1 million of these agent data collection minutes.
The Accelerate dimension provides your fixed 14-day access with its included agent minutes. The On Demand additional Assurance minutes bill separately as usage. You draw on these only if your Assurance testing needs exceed what the trial includes. The two charges apply independently.
Assurance minutes power performance testing, benchmarking, and measurement. This includes real test calls, load simulation, heartbeat checks, and voice quality scoring before and after changes. You would draw on additional Assurance minutes if your testing activity during the trial exceeds the included amount.
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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.
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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.
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