Hybrid work or flexible work is likely here to stay, but many contact centers still struggle to support remote agents effectively. From unstable home networks to inconsistent tools, technology plays a critical role in whether agents succeed or fail. This article explores why CX observability is essential to delivering consistent, high-quality service in hybrid contact centers.

Operata’s dive into Forrester’s 2025 CCaaS Wave unpacks how AI-powered orchestration, composable platform playbooks, and global compliance are reshaping customer service spotlighting leaders like Genesys, challengers like Zoom and Content Guru, and why end-to-end observability is the ultimate competitive edge for modern hybrid contact centers.

Discover how the 10 x 10 rule reveals early signs of contact center agent burnout through behavioral trends. Learn how CX observability tools like Operata help reduce burnout and boost performance.

CX Observability products allow organizations to monitor their end-to-end customer experience across networks, interactions and agents, and quickly act to maintain service.

AI in CCaaS is finally a reality, not just hype. Now, it's about who bolts it on and who builds it because, despite all the "seamless" claims, real usability still matters.

We analyzed 148,000 calls where an agent lodged an IT service ticket, and our research uncovered a startling fact: more than half were caused by audio problems alone. We explore why CX Observability is needed in any cloud-based contact center.

After analyzing over 148 thousand agent-reported issues, we’ve identified the most common problems affecting call quality. What stands out in the data is that certain issues occur again and again, meaning there are consistent areas for improvement.

At Operata, we empower organizations to deliver exceptional customer experiences using observability to deliver deep insights into what matters most.