Sold by: Operata
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Service Monitoring & Assurance for Amazon Connect - Annual Package
Overview
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:
- Annual term, best value.
- Unlimited users and agents
Plan features:
- Advanced Plan: Includes access to Assurance.
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.
*Assurance available on Advanced plan.
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.
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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.
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Dimension | Description | Cost/12 months | Overage cost |
|---|---|---|---|
Standard Plan | Standard features, Unlimited users, Monitoring Service mins | $36,000.00 | |
Advanced Plan | Advanced features, Unlimited users, Monitoring Service mins | $36,000.00 | |
Enterprise Plan | Enterprise Features, Unlimited users, Monitoring Service mins | $36,000.00 |
Dimension | Cost/unit |
|---|---|
On Demand additional Simulate minutes | $0.20 |
Dimensions summary
This listing offers three plan tiers plus one usage add-on, all billed as units under a contract. The Standard, Advanced, and Enterprise plans step up in included features, and each covers unlimited users and a set allowance of Monitoring Service minutes. You choose one plan tier based on the feature set you need. The On Demand additional Simulate minutes dimension is a usage-based add-on. It lets you buy extra simulation minutes beyond your plan's included allowance. Plans carry a minimum 12-month term, and included minutes scale with the units you commit to.
Top-of-mind questions for buyers
A Monitoring Service minute reflects the elapsed time where the platform collects data during an interaction. For human agents, this runs from agent connect to agent disconnect. Charges cover the recorded window from a call registering on connect through the post-call action.
You buy extra capacity through the On Demand additional Simulate minutes dimension. These are usage-based add-on minutes on top of your plan's allowance. Simulate minutes support automated testing, letting you generate calls to validate scaling and test fixes beyond your included amount.
Each plan is billed as units and covers unlimited users plus included Monitoring Service minutes. The difference is the feature set. Standard offers core monitoring features. Advanced and Enterprise add further capabilities. You pick one plan tier based on the features you need.
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Vendor refund policy
Operata charges monthly and collects in advance for use of the Service. 12 month minimum contract applies. All payment obligations are non-cancellable and all amounts paid are nonrefundable.
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End-to-End Performance Monitoring
Continuous monitoring of the complete communication chain including agent feedback, softphone events, softphone logs and environmental data with real-time detection of change impacts.
Synthetic Testing and Load Testing
Generation of real calls to validate customer experience and perform load testing to verify performance at predicted peak volumes.
Audio Quality and Network Performance Analysis
Continuous monitoring of network performance and audio quality with trend comparison over time and early issue detection.
Browser-Based Data Collection
Low code deployment using browser extension for data collection, agent issue reporting and agent alerting capabilities.
Multi-Source Performance Insights
Aggregation of data from every call, agent feedback and AWS systems to provide real-time performance visibility and optimization recommendations.
Automated Testing and Regression Testing
Automates functional and regression testing across customer experience systems to identify defects and ensure consistent performance.
Load and Performance Testing
Runs load and performance tests to assure systems perform at scale under various customer interaction volumes.
Real-time Monitoring and Issue Detection
Monitors customer experience from customer and agent perspectives with real-time issue identification for faster troubleshooting and resolution.
IVR Documentation and Call Flow Modeling
Automatically documents existing IVRs and creates models of current call flows for analysis and optimization.
Multi-channel Voice of Customer Analysis
Gathers and analyzes voice of customers across voice, digital, and conversational AI channels to understand customer feedback and sentiment.
Real-time and Historical Analytics
Provides real-time and historical reports, dashboards, and analytics for IVR, ACD, text, social, and recordings across multiple contact center platforms
Speech and Text Analytics
Converts call recordings into text and extracts sentiments, brands, events, topics, and meaning using AI-driven processing
Multi-Platform Integration
Supports integration with multiple contact center platforms including Amazon Connect, Genesys Cloud, UJET, USAN, Talkdesk, Aspect, Five9, T-metrics, and others
Quality Monitoring and Workforce Management
Offers fully integrated quality monitoring and workforce management capabilities with performance reporting across entire contact center operations
Enterprise Data Integration
Integrates data from AWS services including Lex, Contact Flow, Contact Lens, and Pinpoint, as well as CRM systems and other data sources for comprehensive contact center visibility
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