Moving to paid for Operata service gives access to a number of additional services and integrations that will be progressed as part of the Service Review process.
The stages below detail these features with the information needed to progress approvals, delivery and user training.
Some of these may have already been enabled as part of any Operata trial
Foundation
Ensuring the basic Operata features are
1. Chrome & Edge browser extension deployment.
The foundation of Operata observability best deployed using a Group Policy.
Chrome Web Store - Operata Collector
MS Edge Add-ons - Operata Collector
2. AWS integration.
Enablement takes minutes, approvals sometimes longer, but there are tangible benefits in bringing more AWS data into Operata.
3. Agent Readiness Test (additional cost).
Configure the Agent Readiness test After Contact Work (ACW) state and the commercial bundles for its use in Production.
4. Agent Copilot configuration
Send user guide to agents on how to move and us Agent Copilot - our version here
Stage 2
5. Non-production environment creation (DEV/SIT/UAT).
Creating non-production Operata environments will enable testing of more integrated features.
6. Operata service availability and issues.
Configure Operata service availability feed (RSS/Email) from -https://trust.operata.com/
Ensure Operata service issue reporting processes is understood (In-App or https://operata.com/support)
A good stage for Operata hosted sessions with IT teams to build depth of knowledge in using Operata.
8. Amazon Contact Lens integration.
Enablement takes minutes, approvals sometimes longer (Operata does not capture the call recordings or transcripts), this enables the Conversational Analytics dashboard.
9. SSO
Simplify access to the Operata platform as the number of users (Teammates) grows.
10. VPN Bypass URL
Capture details of the underlying networks, agents use to connect the the VPN by making a simple change to the VPN client (add a bypass url).
A good stage to have Operata hosted sessions with Service Owner and Business Operations teams to broaden the use of Operata.
Stage 3
Deepen the integration between Operata and Business systems.
11. Workflows
Automate actions using workflows, including Operata Agent Reported Issues creating tickets in your ITSM platform (ServiceNow etc).
12. EventBridge / API
Use Operata data in other systems by pushing data from Operata (EventBridge) or pulling data using our API.
Stage 4
The grand finale, useful features for specific use cases.
13. Simulate (additional cost).
Generate calls at scale to assure the performance of your environment before your customers do.
14. Jabra Headset integration.
Integration between Jabra Headsets and Operata Browser extension
15. CX Heartbeat (additional cost).
Automatic, non-subjective call quality and audio latency measurement from Amazon Connect to the Agent.