Operata provides CX Observability features across three pricing editions: Core, Enterprise, and Enterprise+. Feature availability varies by edition, with some platforms receiving enhanced capabilities at higher tiers.
This page focuses on Verified platforms—those that have completed Operata's quality assurance process and are ready for immediate production use. For the complete list of supported platforms, see the Operata Integrations Hub.
All verified platforms support the following Core Edition features:
| Feature | Description |
|---|
| Agent Experience Telemetry | Browser-based collection of agent workspace performance, network metrics, and device information |
| WebRTC Metrics | Real-time audio quality metrics including jitter, packet loss, and MOS scores |
| Agent State Tracking | Agent availability, status changes, and session duration |
| Network and ISP Information | Agent network performance, latency, and ISP details |
| Agent Machine Profile | CPU, memory, and system information from agent workstations |
| Call Metadata | Basic call attributes including duration, queue, phone numbers, and timestamps |
| Feature | Description |
|---|
| Customer Journey Trace | Multi-platform journey visualization with flame-graph timelines showing complete customer interactions across platforms |
| Journey Explorer | Search, filter, and explore customer journeys with detailed span information |
| Insights | Automated detection of audio quality, network, and performance issues |
| Calls & Logs Explorer | Search and filter call records with detailed event logs |
| Dashboards | Pre-built performance dashboards with key CX metrics |
| Feature | Description |
|---|
| Web Application | Browser-based access to Operata platform |
| REST API | Programmatic access to telemetry data and insights |
| SSO Integration | Single sign-on for agent authentication |
Enterprise Edition includes all Core Edition features plus enhanced capabilities for select verified platforms.
Available for: Amazon Connect, Genesys Cloud, NICE CXone
| Feature | Description |
|---|
| CRM Integration Data | Customer context from Salesforce Service Cloud Voice, Zendesk, ServiceNow |
| Advanced Call Signaling | Detailed SIP signaling and call flow analysis |
| Queue Performance Metrics | Real-time queue analytics and agent routing data |
| Contact Lens Integration | Amazon Connect Contact Lens sentiment and transcript data |
| Historical Data Retention | Extended data retention beyond Core Edition limits |
Available for: Amazon Connect, Genesys Cloud, NICE CXone, PolyAI, Twilio
| Feature | Description |
|---|
| Cross-Platform Insights | Issue detection across platform handoffs and transfers |
| AI Agent Performance Analytics | Voice AI conversation metrics, handoff analysis, and intent tracking |
| Advanced Dashboards | Customizable dashboards with cross-platform analytics |
| Custom Journey Views | Create and save custom journey filters and visualizations |
Available for: Amazon Connect
| Feature | Description |
|---|
| Heartbeat Human Agent | Synthetic monitoring of agent login and call flows |
| Heartbeat Virtual Agent | Automated testing of IVR and AI agent flows |
| EventBridge Integration | Real-time event streaming to AWS EventBridge for automation |
Available for: Amazon Connect, Genesys Cloud, NICE CXone
| Feature | Description |
|---|
| Salesforce Integration | Deep integration with Salesforce Service Cloud Voice |
| Zendesk Integration | Ticket correlation and support context |
| ServiceNow Integration | Incident tracking and correlation with CX events |
Enterprise+ includes all Enterprise Edition features plus:
| Feature | Description |
|---|
| Custom Integration Development | Operata engineers build integrations for custom or unlisted platforms |
| Priority Support | Dedicated Customer Success Manager and priority incident response |
| Advanced Security | Enhanced compliance controls, audit logging, and data governance |
| Increased API Rate Limits | Higher API request limits for large-scale integrations |
| White Glove Onboarding | Dedicated onboarding team and custom training |
| Feature Category | Core | Enterprise | Enterprise+ |
|---|
| Agent Experience Collection | Yes | Yes | Yes |
| Multi-Platform Journey Trace | Yes | Yes | Yes |
| Contact Lens Integration | No | Yes | Yes |
| Heartbeat Monitoring | No | Yes | Yes |
| EventBridge Integration | No | Yes | Yes |
| Salesforce Integration | No | Yes | Yes |
| Custom Integrations | No | No | Yes |
| Feature Category | Core | Enterprise | Enterprise+ |
|---|
| Agent Experience Collection | Yes | Yes | Yes |
| Multi-Platform Journey Trace | Yes | Yes | Yes |
| Advanced Call Signaling | No | Yes | Yes |
| Queue Performance Analytics | No | Yes | Yes |
| Salesforce Integration | No | Yes | Yes |
| Custom Integrations | No | No | Yes |
| Feature Category | Core | Enterprise | Enterprise+ |
|---|
| Agent Experience Collection | Yes | Yes | Yes |
| Multi-Platform Journey Trace | Yes | Yes | Yes |
| Advanced Call Signaling | No | Yes | Yes |
| Queue Performance Analytics | No | Yes | Yes |
| Salesforce Integration | No | Planned | Yes |
| Custom Integrations | No | No | Yes |
| Feature Category | Core | Enterprise | Enterprise+ |
|---|
| Agent Experience Collection | Yes | Yes | Yes |
| Multi-Platform Journey Trace | Yes | Yes | Yes |
| Intent and Utterance Tracking | Yes | Yes | Yes |
| Custom Integrations | No | No | Yes |
| Feature Category | Core | Enterprise | Enterprise+ |
|---|
| Call Metadata Collection | Yes | Yes | Yes |
| Multi-Platform Journey Trace | Yes | Yes | Yes |
| SIP Signaling Analysis | No | Yes | Yes |
| Voice Quality Metrics | Yes | Yes | Yes |
| Custom Integrations | No | No | Yes |
| Feature Category | Core | Enterprise | Enterprise+ |
|---|
| AI Agent Conversation Data | Yes | Yes | Yes |
| Multi-Platform Journey Trace | Yes | Yes | Yes |
| Handoff Analysis | No | Yes | Yes |
| Intent Recognition Metrics | Yes | Yes | Yes |
| Custom Integrations | No | No | Yes |
| Feature Category | Core | Enterprise | Enterprise+ |
|---|
| AI Agent Conversation Data | Yes | Yes | Yes |
| Multi-Platform Journey Trace | Yes | Yes | Yes |
| Voice Quality Metrics | Yes | Yes | Yes |
| Custom Integrations | No | No | Yes |
| Feature Category | Core | Enterprise | Enterprise+ |
|---|
| AI Agent Conversation Data | Yes | Yes | Yes |
| Multi-Platform Journey Trace | Yes | Yes | Yes |
| Call Success Metrics | Yes | Yes | Yes |
| Custom Integrations | No | No | Yes |
| Feature Category | Core | Enterprise | Enterprise+ |
|---|
| Real-Time Audio Metrics | Yes | Yes | Yes |
| Multi-Platform Journey Trace | Yes | Yes | Yes |
| WebRTC Analytics | Yes | Yes | Yes |
| Custom Integrations | No | No | Yes |
| Feature Category | Core | Enterprise | Enterprise+ |
|---|
| AI Agent Conversation Data | Yes | Yes | Yes |
| Multi-Platform Journey Trace | Yes | Yes | Yes |
| Pipeline Performance Metrics | Yes | Yes | Yes |
| Custom Integrations | No | No | Yes |
Operata supports integrations with agent hardware devices across all editions:
| Device Integration | Platforms | Edition Availability |
|---|
| Jabra Advanced Analytics | Amazon Connect, Genesys Cloud, NICE CXone | Core, Enterprise, Enterprise+ |
| Generic WebRTC Softphone | All platforms with WebRTC | Core, Enterprise, Enterprise+ |
All editions include:
- Data redaction and PII masking
- GDPR and CCPA compliance controls
- Encrypted data transmission (HTTPS/TLS)
- Role-based access control (RBAC)
Enterprise+ adds:
- Advanced audit logging
- Custom data retention policies
- Enhanced compliance reporting
- Agent Experience Collector requires installation via CloudFormation stack
- Contact Lens Integration requires Contact Lens enabled in your Amazon Connect instance
- EventBridge Integration available for real-time automation workflows
- See AWS Integration Guide for setup details
- Agent Experience Collector installs via browser extension
- Multi-Platform Journey Trace available in all editions (Core, Enterprise, Enterprise+)
- Advanced call signaling requires Enterprise Edition or higher
- Agent Experience Collector installs via browser extension
- Multi-Platform Journey Trace available in all editions (Core, Enterprise, Enterprise+)
- Salesforce integration planned for Enterprise Edition
- Multi-Platform Journey Trace available in all editions when combined with CCaaS platforms
- Handoff analysis available in Enterprise Edition, requires both Voice AI platform and destination CCaaS platform integrations
- See Customer Journey Trace for multi-platform journey documentation
To understand which features are available for your platform and edition:
- Check your edition - Confirm whether you have Core, Enterprise, or Enterprise+ subscription
- Verify your platforms - See Operata Integrations Hub for verification status
- Review feature tables - Use the platform-specific tables above to understand capabilities
- Contact your CSM - For questions about upgrading editions or enabling additional features
Need help understanding feature availability? Contact your Operata Customer Success Manager for guidance on which edition and features are right for your organization.
