Sold by: Operata
Deployed on AWS
Vendor Insights
Service monitoring & assurance for Amazon Connect - Low Volume
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:
- 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.
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
Sold by
Categories
Delivery method
Deployed on AWS
New
Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
Features and programs
Skip the manual risk assessment. Get verified and regularly updated security info on this product with Vendor Insights.
Security credentials achieved
(1)
SOC2
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
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 |
|---|---|---|---|
Standard Plan | Standard features, Unlimited users, Monitoring service mins | $1,000.00 | |
Advanced Plan | Advanced features, Unlimited users, Monitoring service mins | $1,000.00 | |
Enterprise Plan | Enterprise features, Unlimited users, Monitoring service mins | $1,000.00 |
Dimension | Cost/unit |
|---|---|
On Demand additional Simulate minutes | $0.20 |
Dimensions summary
This listing offers three plan tiers you buy as units: Standard, Advanced, and Enterprise. Each tier steps up the features you get, while all include unlimited users and a set of monitoring service minutes. You pick the tier that matches the capabilities you need. Separately, you can add On Demand Simulate minutes as usage units when you need extra testing capacity. This add-on works alongside any plan you choose. All plans run on a minimum 12-month term.
Top-of-mind questions for buyers
Monitoring service minutes track agent activity where data is collected. For human agents, this runs from agent connect to agent disconnect. For AI and human agents, minutes count only for elapsed time with active data collection. Each plan includes a set allocation of these minutes.
You can add On Demand additional Simulate minutes as separate usage units when you need extra testing capacity. This add-on works alongside any plan. Additional minutes bill in arrears based on what you actually use, so you pay for testing capacity beyond your plan's included allocation.
Standard covers core monitoring and Customer Journey Trace. Advanced steps up to added assurance features like agent readiness and performance testing, plus dashboards and integrations. Enterprise adds broader access controls, single sign-on, and further integration options. Each tier builds on the one before it.
operata.com
Helpful?
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.
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
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.
Updated weekly
By SuccessKPI, Inc
Top
10
In Observability, Monitoring and Observability
Top
10
In Contact Center
Top
10
In Quality Assurance, Speech to Text
Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
Mixed reviews
Negative reviews
AI generated from product descriptions
End-to-End Performance Monitoring
Continuous monitoring of the complete communication chain capturing agent feedback, softphone events, softphone logs and environmental data to detect change impacts in real-time and control service quality.
Synthetic Testing and Load Testing
Generation of real calls to validate customer experience and perform load testing to prove performance at predicted peaks, including heartbeat testing for continuous validation of actual customer and agent experience.
Real-Time Performance Visibility
Aggregation of data from every call, agent feedback, and integrated systems to provide real-time performance visibility with audio quality metrics and trend comparison over time.
Low-Code Deployment Architecture
Browser extension-based data collection mechanism enabling agent issue reporting and alerting without requiring extensive code deployment.
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
Validated by AWS Marketplace
FedRAMP
GDPR
HIPAA
ISO/IEC 27001
PCI DSS
SOC 2 Type 2
-
-
-
-
-
No security profile
-
-
-
-
-
Standard contract
No
No
No
Customer reviews
No customer reviews yet
Be the first to review this product . We've partnered with PeerSpot to gather customer feedback. You can share your experience by writing or recording a review, or scheduling a call with a PeerSpot analyst.