Operata Integrations Hub

Overview

Operata provides CX Observability for 50+ platforms across contact centers, AI customer service, voice AI, and CRM systems. Whether you're using Amazon Connect, Genesys Cloud, PolyAI, Twilio, or any of the major platforms in the CX ecosystem, Operata can collect, correlate, and analyze telemetry data to give you complete visibility into your customer experience.

Our platform integrations enable you to:

• Monitor performance across your entire CX technology stack
• Correlate data from multiple platforms in a single view
• Detect issues that span platform boundaries
• Optimize AI agent and human agent performance
• Track customer journeys across platform handoffs

Platform Categories

Operata integrates with platforms across five major categories:

Contact Center as a Service (CCaaS)

Cloud-based contact center platforms that handle customer interactions through voice, chat, email, and other channels.

Communications Platform as a Service (CPaaS)

Programmable communications platforms that provide APIs for voice, messaging, and video capabilities.

Voice AI

AI-powered voice agents and conversational AI platforms that handle customer interactions autonomously or assist human agents.

AI Customer Service

AI-driven customer service platforms including chatbots, virtual assistants, analytics, and quality management solutions.

Customer Relationship Management (CRM)

CRM platforms that store customer data and interaction history, often integrated with contact center systems.

Verified vs Supported Platforms

Operata platform integrations are designated as either Verified or Supported:

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Platform Integration Status

Verified Platforms

Platforms listed as Verified below are ready for immediate data collection. These integrations have been tested, validated, and documented by Operata engineers.

Supported Platforms (Not yet Verified)

Supported platforms are compatible with Operata but require a quality review by an Operata CX specialist before full functionality is available. This verification typically takes 1-3 days and ensures data accuracy and proper correlation across systems.

Request Verification

Customers: To request Verification for a CX Platform you are using, visit: operata.com/customer-integration-verification

Software Vendors: To request Verification for your AI Customer Service, CCaaS, Voice AI or CX Product, visit: operata.com/isv-integration-verification

Verified Platforms

Verified platforms have completed Operata's quality assurance process and are ready to use immediately. These integrations have been:

• Tested and validated by Operata engineers
• Documented with setup guides and best practices
• Verified for data accuracy and completeness
• Approved for production use

When you connect a Verified platform, data collection begins automatically once configured, and you can immediately access insights, traces, and analytics.

Supported Platforms

Supported platforms are compatible with Operata and can be integrated, but require a verification process before full functionality is available. This verification typically takes 1-3 days and includes:

1. Discovery - Understanding your specific platform configuration and use case
2. Data mapping - Ensuring telemetry data is correctly collected and transformed
3. Quality assurance - Validating data accuracy and completeness
4. Documentation - Creating setup guides specific to your integration

Once verification is complete, Supported platforms become Verified and are ready for production use.

Platform Availability by Edition

Platform integrations are available across Operata's three pricing editions, with different feature sets and capabilities at each level.

Core Edition

All 50+ integrations are available with Core Edition features, including:

• Basic telemetry collection and data ingestion
• Standard insights and alerts
• Journey visualization for single-platform interactions
• Access to Journey Explorer

Core Edition provides foundational CX Observability capabilities across all supported platforms.

Enterprise Edition

All Core Edition integrations plus enhanced features for select platforms:

• Amazon Connect - Enterprise features including advanced journey tracing and correlation
• Genesys Cloud - Enterprise features including advanced journey tracing and correlation
• NICE CXone - Enterprise features including advanced journey tracing and correlation
• Salesforce Service Cloud Voice - Enterprise features including CRM integration and context
• Zendesk - Enterprise features including ticket correlation
• ServiceNow - Enterprise features including incident correlation

Enterprise Edition adds multi-platform journey correlation, advanced analytics, and deeper integration capabilities for these platforms.

Enterprise+ Edition

All Enterprise Edition integrations with additional capabilities:

• Priority support and dedicated Customer Success Manager
• Custom integration development
• Advanced security and compliance features
• Enhanced API access and rate limits

Contact your Operata CSM to learn more about which edition is right for your organization.

Supported Platforms by Category

Contact Center as a Service (CCaaS)

Communications Platform as a Service (CPaaS)

Voice AI

AI Customer Service

Customer Relationship Management (CRM)

Requesting Platform Verification

If you're using a Supported platform that hasn't been verified yet, you can request verification to enable full functionality.

For Operata Customers

If you're an existing Operata customer and want to request verification for a Supported platform, you can request verification at: operata.com/customer-integration-verification

What to provide:

• Platform name and version
• Your use case and integration requirements
• Any custom configurations or extensions

Process:

• The Operata team will coordinate with you to complete the verification process
• Verification typically completes in 1-3 days depending on platform complexity

For Platform Vendors

If you're a platform vendor and want to fast-track verification for your platform, register at: operata.com/isv-integration-verification

What to provide:

• API documentation
• Telemetry and event data formats
• Authentication and authorization methods

Process:

• Collaborate with Operata engineering to validate the integration
• Receive Verified status once validation is complete

For Custom or Unlisted Platforms

Using a custom-built platform or one not listed above? Operata can deliver a Verified integration for your specific stack.

Contact us with details about your platform:

• Platform architecture and technology stack
• Data sources and telemetry capabilities
• Integration requirements and objectives

We'll work with you to create a Verified integration tailored to your needs.

Getting Started with Platform Integrations

Prerequisites

Before integrating platforms with Operata, ensure you have:

• An active Operata subscription
• Administrative access to the platform(s) you want to integrate
• API credentials or authentication tokens for your platform
• Understanding of your platform's telemetry and logging capabilities

Integration Process

For Verified Platforms:

1. Review platform-specific documentation - Each Verified platform has dedicated setup guides
2. Configure authentication - Set up API tokens, IAM roles, or OAuth credentials as required
3. Enable data collection - Install collectors or configure event streams according to platform guides
4. Validate data flow - Verify that telemetry data is being received by Operata
5. Start monitoring - Access insights, traces, and analytics immediately

For Supported Platforms:

1. Request verification - Contact your Operata CSM to initiate the verification process
2. Provide access - Share necessary credentials and access for the Operata team to validate the integration
3. Complete verification - Work with Operata during the 1-3 day verification period
4. Follow verified process - Once verification is complete, follow the steps for Verified platforms

Platform-Specific Documentation

Detailed setup guides for Verified platforms are available in the documentation:

• AWS Integration (Amazon Connect) - CloudFormation-based setup for Amazon Connect
• Additional platform guides coming soon

Multi-Platform Observability

One of Operata's key strengths is the ability to correlate data across multiple platforms simultaneously.

Cross-Platform Journey Tracking

When customers interact with multiple platforms during a single journey (e.g., PolyAI → Amazon Connect → Salesforce), Operata automatically:

• Correlates interactions using journey IDs and platform-specific identifiers
• Visualizes the complete journey in Customer Journey Trace
• Detects handoff issues between platforms
• Aggregates metrics across the entire journey

See Customer Journey Trace for more information.

Unified Insights Across Platforms

Insights are generated based on telemetry from all integrated platforms, providing a holistic view of CX performance:

• Network and audio quality issues from telephony platforms
• AI agent performance from voice AI and customer service platforms
• Agent interactions from CCaaS platforms
• Customer context from CRM systems

See Insights Catalog for the complete list of available insights.

Data Collection Methods

Operata uses industry-standard, open protocols for data collection and transformation:

OpenTelemetry-Based Collection

Operata's data pipelines are built on OpenTelemetry, the industry standard for observability:

• Traces - Distributed tracing across platforms using journey IDs
• Metrics - Performance, quality, and operational metrics
• Logs - Structured and unstructured event logs

Platform-Specific Collectors

Each platform category uses optimized collection methods:

• CCaaS platforms - Event streams, webhooks, and Contact Trace Records (CTRs)
• Voice AI platforms - Real-time telemetry, call events, and transcripts
• CPaaS platforms - API polling, webhooks, and SIP event data
• CRM platforms - API integration for customer context and interaction history

Data Transformation

Platform data is transformed into a common CX semantic convention, enabling:

• Consistent attribute naming across platforms
• Normalized metrics and events
• Unified querying and analysis
• Cross-platform correlation

Privacy and Security

All platform integrations respect data privacy and security best practices:

• Encrypted data transmission - All data is transmitted over HTTPS/TLS
• Secure credential storage - Platform credentials are encrypted at rest
• Minimal permissions - Operata requests only the permissions necessary for telemetry collection
• PII controls - Personally Identifiable Information can be filtered and redacted
• Compliance - Integrations support GDPR, CCPA, and other privacy regulations

For more information, see Data Privacy Controls.

Troubleshooting

Platform Not Receiving Data

If you've configured a platform integration but aren't seeing data in Operata:

1. Verify authentication - Ensure API credentials are valid and have necessary permissions
2. Check platform configuration - Confirm event streams, webhooks, or API access is properly configured
3. Review firewall rules - Ensure network access from your platform to Operata endpoints
4. Wait for initial data - Some platforms (like Amazon Connect CTRs) may have delays of 5-20 minutes
5. Contact support - If issues persist, reach out to your Operata CSM with platform details

Data Quality Issues

If you're seeing incomplete or inaccurate data:

1. Check verification status - Supported platforms may have limited data until verification is complete
2. Review platform permissions - Ensure all necessary scopes and permissions are granted
3. Validate platform version - Some platform versions may have different data formats
4. Request verification - If using a Supported platform, request verification to ensure data accuracy

Integration Performance

If integration is impacting your platform performance:

1. Review collection frequency - Adjust polling intervals if using API-based collection
2. Optimize event filtering - Filter unnecessary events at the source
3. Check network bandwidth - Ensure adequate bandwidth for telemetry data transfer
4. Contact Operata support - We can help optimize collection for your specific use case

Additional Resources

• Data Collection Summary - Overview of how Operata collects data
• Customer Journey Trace - Multi-platform journey visualization
• Insights Catalog - CX insights across platforms
• AWS Integration - Amazon Connect setup guide

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Need help with platform integration? Contact your Operata Customer Success Manager or visit the support portal for assistance.