Assure end-to-end performance for the best CX.

A modern global testing suite – real calls, at cloud scale.

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Prepare

Measure the true end-to-end agent and customer experience with real calls, across geographies and varying cloud service locations. Predict expected performance to optimize architecture and maximize return on investment. Make faster, more informed architectural decisions to meet specific business needs.

Operate

Set, meet and exceed service performance SLAs measured against independent, real world baselines. Report on PSTN audio quality, true audio latency, AX and CX, WebRTC and IVR performance, native and third-party AX/CX applications such as bots, media streaming, and transcription.

Make data-driven decisions: Remove subjectivity for truly aligned business outcomes.

Optimize

Dramatically reduce incident triage & troubleshooting times by pinpointing components impacted by an issue (PSTN, CCaaS provider, agent betwork). Know at a glance if your AX and CX issues are internal or external to your environment.

Reduce time-to-resolve by looking in the right places from the start.

PERFORMANCE TESTING

Simulate load and test real-world scenarios.

Real calls

Generate thousands of actual calls to stress test your platform before your customers do.

Test end-to-end

Deliver from carrier to virtual agents to assure end-to-end performance.

Measure at scale

Ramp up real call traffic to load end-to-end and assure your CCaaS performance.

Automated or scheduled

Gain visibility of call timelines including agent activity, interactions and call terminations.

For all common test cases

Release verification
Post change tests
Incident investigation
Issue resolution checks
Performance/load tests (with CCaaS approval flow)
Disaster recovery testing

CX HEARTBEAT

Continuously measure your cloud
contact center performance.

Report on your environment

End-to-end roundtrips test PSTN audio quality, true audio latency, AX and CX, WebRTC and IVR performance. Pinpoint voice quality issues at every step of the journey.

Isolate issues quickly

Know at a glance if your AX and CX issues are internal or external to your environment.

Troubleshoot and resolve faster

Rapidly analyze and isolate which components are impacted by an issue immediately- PSTN, CCaaS, network, WebRTC, or agent.

Test continuously & efficiently

Build a picture from continuous periodic testing and run on-demand end-to-end tests without disturbing your agents.

Compare overall performance

Drill into your heartbeat data to explore and explain variances vs. typical performance.

Compare CCaaS utilities

Compare the impact of audio quality on native and third-party apps such as bots, media streaming, and transcription.

“Operata provided assurance that we
could scale up safely and with confidence.”

Grant Sayer, CTO, HealthDirect Australia

Read the full case study