Operata

John Mitchem and Andriy Zakharchenko at the Amazon Web Services (AWS) Startup Partner Summit this week, meeting AWS teams and fellow partners. Say hello if you're there. 👋 #AWSPartners #CXObservability

Two handoffs can share the same intent, the same AI agent and the same queue, and still end differently. One customer gets the answer they called for. The other repeats an account number to a person who has no context, so has to start from the beginning. A single number from a vendor's dashboard will not separate them. The Customer Journey Trace now covers the handoff from AI to a human in more detail. See why each handoff happened, and whether the context went with it. Classify successful completions and count how many customers got an answer. One timeline shows every step of the interaction in the order they occurred: the IVR, the first AI turn, and the handoff to a human agent. Read the release: https://lnkd.in/dZDdG-Nf

𝗧𝗵𝗲 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗝𝗼𝘂𝗿𝗻𝗲𝘆 𝗧𝗿𝗮𝗰𝗲, 𝗲𝘅𝗽𝗮𝗻𝗱𝗲𝗱 A tool call fails inside an AI conversation. It could be the model, the queue, the transfer or the network, and nothing in a single dashboard separates them. The Customer Journey Trace runs from the first AI turn, through the queue, the carrier, and the handoff to a human agent. One timeline holds what the AI heard and the intent it assigned to each turn, every tool call with its latency and result, which guardrails fired and where, the audio the AI agent itself received, and the telemetry underneath all of it. Click a span, see what happened at that step. Operata captures the metrics, traces and logs from every system the call travels. One record from a call that travelled through a complex CX stack. Read the release: https://lnkd.in/dZDdG-Nf

Some of our Operatas will be at Genesys #Xperience26. Come and say hi to the team at the booth, see CX observability in action, and go in the draw to own your very own star! And speaking of stars, make sure you catch Luke Jamieson speaking at 2:30pm in the Cristal Ballroom on Thursday. It's never the average slideshow with Luke; in fact, this one might be out of this world.

Enterprises are putting AI agents into live customer calls. When one goes wrong, the picture stops at the edge of the AI, so nobody can say whether it was the model, the queue, the transfer, or the network. That's why today we're launching Overture. Overture puts every AI interaction on the same journey as the human agent it hands to. One timeline, from the first AI turn and its downstream API calls through queue, transfer, and the handoff. AI agents, human agents and remote teams, all measured against the same metrics. We work with global enterprises deploying AI in the customer path. CX Observability is the control layer that gives them the confidence to do it. Read more here 👇 https://lnkd.in/dZDdG-Nf/?utm_campaign=AmazonConnect&utm_source=linkedin&utm_medium=paid&utm_id=621926644&hsa_acc=509343097&hsa_cam=621926644&hsa_grp=218226964&hsa_ad=1541243194&hsa_net=linkedin&hsa_ver=3

Operata is a proud sponsor of Genesys Xperience 2026, September 1 to 3 at Wynn Las Vegas. The CX stack is now multi vendor, with AI agents, platforms, carriers and endpoints from different suppliers all shaping a single interaction. We built CX Observability to close that gap: one connected view across both AI agents and human agents, so IT and CX teams can see what customers actually experienced. Come and see us at the booth, or tell us a time that suits and we will hold it. https://lnkd.in/gNEtwNwK

Article 50 of the EU AI Act has applied since 2 August 2026. Customers must be told when they're dealing with AI, on every interaction, and fines run to €15m or 3% of worldwide turnover. For customer experience and voice AI vendors the duty is per call, which makes proving it a telemetry problem. To get in front of this is to be prepared for what is to come.

Here we go CCW. The scale. The hype. None of it underplayed. The biggest gathering of contact center on the planet. People, tech and ideas. Let’s go! Very lucky to be here thanks to Operata and their sponsorship of the event. The expo hall opens today and I can’t wait to see what’s at the bleeding and leading edge of this industry. The number one topic beyond to little letters that dominate this sort of stuff is, observability. So that will be my focus. How do we help you see upstream impacts that will undermine future investments in CCaaS and Voice AI tech here today. Sophistication brings complexity and complexity need observability.

Proud to be a sponsor of the worlds biggest gathering of contact center professionals and vendors. The highlight comment came from one of the CMP analysts who said observability is one of the hottest topics right now. And yet it is still confused with outdated assurance testing methods. They are not the same thing. If you want to learn how they are different then DM Dan Arra, Andriy Zakharchenko or Luke Jamieson who are at the show this year.