Sold by: OperataÂ
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
Unlock automation with AI agent solutions
Fast-track AI initiatives with agents, tools, and solutions from AWS Partners.
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 |
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)Â .
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
Performance Monitoring
Continuous end-to-end performance monitoring with real-time change impact detection and service quality control
Data Collection Mechanism
Low code deployment using browser extension for agent data collection, issue reporting, and alerting
Assurance Testing
Continuous heartbeat testing of customer and agent experience with audio quality assessment and trend comparison
Performance Load Testing
On-demand real call generation at scale to manage changes and validate system performance
Comprehensive Insights
Aggregation of data from calls, agent feedback, AWS, and external systems for real-time performance visibility
Automated Testing
Automate functional and regression testing across customer experience systems
Performance Simulation
Run load and performance tests to validate system scalability and behavior
Call Flow Modeling
Automatically document and create models of existing interactive voice response (IVR) systems
Multi-Channel Monitoring
Monitor customer experience across voice, digital, and conversational AI communication channels
Proactive Issue Detection
Conduct real-time issue identification and automated contact center call path testing for faster troubleshooting
Analytics Platform
Pure SaaS analytics platform with real-time and historical reporting capabilities for contact centers
AI-Powered Data Processing
Artificial intelligence-driven platform that converts call recordings to text and extracts sentiments, brands, events, and topics
Multi-Platform Integration
Native AWS cloud application with out-of-the-box integration for multiple contact center platforms and data sources
Advanced Speech Analytics
Comprehensive speech and text analytics with capability to blend metadata from IVR, ACD, and CRM systems
Security Compliance
Enterprise-grade security compliance including PCI, SOC II, ISO27001, GDPR, and FedRAMP standards
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.