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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

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.

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.

Following our successful SOC 2 Type I certification, Operata is excited to announce we've now achieved SOC 2 Type II certification—a testament to our unwavering commitment to safeguarding data, ensuring compliance, and delivering operational excellence.