News

Operata, a CX Observability platform, has extended CX AI Agent Observability to Agentic Virtual Agent (AVA), part of Genesys Cloud™ from Genesys®, a global cloud leader in AI-Powered Experience Orchestration.

Operata will sponsor Xperience 2026 and present a session on what CX teams can't see once AI agents start handling customer conversations.

Measure every AI interaction against the same standards as the human agent it hands to. This is CX AI Agent Observability.

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.

Operata delivers new levels of observability for contact centers

Operata, the global leader in CX Observability, today announced ‘Maestro’, a major product update that expands its platform to support observability into any contact center, CX, voice AI, or AI Customer Service solution.

A step forward in how enterprises manage, assure, and optimize their cloud contact center performance.

“Nothing is permanent except change” ~ Heraclitus