Inside Operata: The Rise of CX Observability for AI-Powered Contact Centers

As someone who has felt the pain of clunky handoffs and fuzzy diagnostics, I care about tools that make customer journeys clearer and kinder. Maestro is Operata’s most ambitious step yet. It expands CX Observability from a primarily Amazon Connect footprint to 50+ CCaaS, Voice AI, AI customer service, CPaaS, and CRM platforms. It introduces a unified Customer Journey Trace, a smarter CX Copilot that uses AWS Bedrock and OpenAI GPT-5.0 for natural language analysis, and an open approach for developers that includes an Insights Library and the first MCP server for CX Observability.John Mitchem, Co-Founder & CEO at Operata: “We launched Operata to solve observability in voice and contact centres. You can’t fix what you can’t see, especially now that AI agents and human agents share the same customer journey.”

There are no comments yet.

Please log in to write the first comment.