Operata launched CX Observability for Genesys Cloud Agentic Virtual Agent (AVA) at Genesys Xperience 2026.

Operata is the world's first CX Observability platform. It gives enterprises the visibility to govern and oversee their AI and human CX stack in real time, tracing every interaction from the first AI turn to human resolution in one connected timeline. Every second of every call is monitored, turning real time telemetry into proactive recommendations that improve customer experience. Global brands rely on Operata to de-risk AI deployments, assure the handoff between AI and human agents, eliminate blind spots across remote teams and BPOs, and cut issue investigation time by 65%. Our customers include four of the top ten global software companies, two of the top five UK banks, and Fortune 500 leaders across insurance, healthcare, and pharma. Operata integrates with 50+ CX, AI, and contact center platforms, including Amazon Connect, Genesys Cloud CX, NICE CXone, Salesforce, ServiceNow, Lex, PolyAI, Twillio, Pipecat and Vapi. "Operata gives us a complete, end-to-end view of this ecosystem, bringing critical variables together in one place. The time we save not chasing information across systems, vendors, and client environments is time we reinvest into proactive optimization.” — Shaun James, Global Head of Managed Services, TTEC Digital

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