Introducing the Maestro release - CX Observability for every contact center AI & human touchpoint.

Built with CX data at its core and an AI-native architecture throughout, Operata expands Observability beyond IT, to Operations and CX, Data and AI teams.

Maestro delivers key features across 3 pillars:

1. The global platform for CX Observability

• Observability support for 50+ CCaaS, CPaaS , Voice AI, AI Customer Service and CX platforms.
• New ‘Verified’ designation for data collection from third party platforms.
  

2. One picture across CX services

• All new Customer Journey Trace that presents a customer interaction across multiple voice touch points in a single CX view.
• New and improved CX Copilot - Observability Agents with visual results, powered by AI models from AWS Bedrock, Anthropic and OpenAI.
  

3. Open standards for Developers, AI and Data teams 

• Improved data collection and pipelines powered by open standards.
• All new Insights Catalog - an expanding range, starting with 50+ new critical CX Insights.
• The 1st ever MCP Server for CX Observability - query insights and data from your own AI stack.
  
  

The global platform for CX Observability.

Operata, powered by AI Data Transformers has gone from supporting 3 cloud contact center platforms to ‘any platform’ that powers Contact Centers, & CX.

Supports 50+ CX, contact center, voice AI platforms.

With this release, Operata’s observability coverage expands from just a few contact center platforms to 50+ supported across CCaaS, CPaaS , Voice AI, AI Customer Service and CX categories, including Amazon Connect, Genesys Cloud, NICE CXOne, Twilio, PolyAI, LiveKit, Salesforce, Zendesk, and dozens more.

For the first time, organizations can see a single, unified view of every customer journey, no matter how many systems, agents, or AI tools it passes through.
‍

See the full list here

Custom build? Not listed as a Supported platform? Tell us what about your stack and we can deliver a Verified designation for your target applications.

“Operata combines real-time observability data from AI Voice Agents with data from CCaaS applications, networks and employee environments to monitor the entire customer experience from customer to AI agent to human operator and everything in between. It is an indispensable tool for Enterprise IT and Ops teams to improve interactions, diagnose problems and deliver the best - across their CX stack.” - VP Customer Success, AI Customer Service Vendor.

‘Verified’ designation for supported platforms.

As part of the expansion of supported platforms, Operata has introduced a Verified designation. This denotes an Operata verified platform and data integration that is ready to use.

Verified by Operata program

For platforms that are not yet Verified there is a discovery, data mapping, assurance and documentation process required to be completed by Operata. Typically Verification can be completed in 1-3 days.

Request Verification‍

For Customers that would like to request Verification of a Supported platform, please register here‍

For Vendors that wish to fast-track Verification, please register here.

One picture across CX services

The release introduces Customer Journey Trace, a new capability that visually maps interactions across voice, AI, and human touchpoints, showing exactly how systems interact throughout a single customer journey. A call might start with a PolyAI voice agent, pass through Twilio telephony, transfer to a Lex voice agent, and finish with a human on Amazon Connect.  Operata weaves all of this into one continuous timeline, exposing gaps, delays, and handoff issues that were previously invisible.

Each span is clearly identified by type; telephony, CCaaS, IVR, AI-agent, and by service origination such as Amazon Connect Call, Twilio IVR, or PolyAI Agent

Clicking on a span reveals detailed attributes, metrics, logs, and context. Agent spans link seamlessly to Calls & Logs Explorer, and vice versa, ensuring deep contextual navigation.

These span relationships uncover hidden issues. For example:

• Gaps between spans highlight transfer delays.
• Misalignments expose problems in AI-to-human handoffs.
• Latency in handoffs, between human and AI Agent or Voice AI calls.

Error logs and contextual insights appear alongside the trace, helping teams quickly isolate problem areas and focus investigations where they matter most.

New and Improved CX Copilot – Now with Visual Results

CX Copilot, powered by AI models from AWS Bedrock, Anthropic and OpenAI, lets users query their CX data conversationally, visualize insights instantly, and identify root causes, turning observability data into action.

The enhanced CX Copilot can:

• Answer follow-up questions about your data.
  
• Generate visualizations on the fly.
  
• Suggest next best actions based on context.
  
• Let you pin and save questions, insights, and visualizations as reusable prompts.

‍
CX Copilot is now available across more areas of Operata, helping you understand what you’re seeing, why it’s happening, and what to do next, so you can make informed decisions with confidence.

Open standards for Developers, AI and Data teams

Maestro redefines the observability toolset for IT and Operations teams with cross-platform monitoring built on open industry standards.

By weaving together technical, operational, and experience data from interconnected systems, Operata delivers end-to-end visibility into every step of the customer journey, from voice bots and agentic AI to human agents in the contact center.

With Maestro, Operata has fully embraced open standards for data conventions, collection methods, and pipelines, the same frameworks trusted by the world’s largest enterprises and leading observability vendors. This ensures interoperability, scalability, and future-proof integration across your CX stack.
‍

Insights Catalog– CX-Specific, Actionable, and Real-Time

Operata includes an AI-powered catalog of Insights designed to highlight the most common technical and operational issues that impact customer experience. The library has now been expanded to include 50+ critical CX Insights, helping you identify and resolve issues faster.

Each Insight rolls up into a CX Risk rating (Low, Medium, High), giving you a quantified view of customer experience impact across your contact center.

Insights are now grouped into two types. 

Atomic Insights
Classify individual attributes or patterns into a clear concept. Examples include Low Audio Energy, Short Call, High Latency and Low MOS.  These single‑factor insights are the building blocks for understanding what happened during a span.

Composite Insights
Combining multiple atomic insights a customer journey. For example, Customer Abandonment may be triggered when a Customer Disconnect is combined with Low Audio Energy and Short Call.  Composite insights tell the bigger story and guide you toward holistic improvements.

“Operata drives actionable insights across our AI Agent platforms, CCaaS environment, networks, human agents. In weaving together technical and ops telemetry across diverse systems we can shine a light into performance opportunities - improving our AI Agents, employee performance and the handoffs between technologies that power great CX.” - IT Ops Lead, Global Travel

Operata MCP Server: Connect AI agents to CX observability tools and context

As teams adopt AI-powered tools, they want agents to access familiar observability data. Yet AI agents often fail with standard APIs, struggling to parse nested JSON, handle errors, or return relevant results.

The Operata MCP Server solves this by mapping agent prompts to Operata resources. It manages authentication, HTTP requests, endpoint selection, and context-rich responses, eliminating common failure points.

In short, it’s a Model Context Protocol server that lets LLMs like Claude directly query and analyze Operata data, insights, and dashboards.

Observability into customer experiences powered by AI and Human agents.

“Operata has worked with Global 1000 brands to pioneer the CX Observability category for contact centers” said Romilly Blackburn, CEO of Operata. “With the continued adoption of AI Agents alongside their human counterparts, we are seeing IT and Ops teams demand tools that enable them to manage, measure and improve contact center performance in the AI-age. We are thrilled to double down on our mission and bring ‘better connection’ to a broad ecosystem of 50+ vendors while delivering one performance picture across the entire customer journey". 

Availability

The expanded CX Observability platform including Insights Catalog, Customer Journey Trace and CX Copilot are generally available from October 23, 2025. Operata MCP Server is available in Preview for Enterprise+ Plan customers. 

Please register for Preview access. 

• For existing Operata customers, In order to be eligible for Preview, customers will require an Enterprise Plan.
• For customers using Amazon Connect, an upgrade to Operata AWS Collector is required as a precondition to access Preview.

A full range of integrations is available at operata.com. Additionally, platform verification for integrations can be requested by customers or partners and typically be completed in 1–3 days.

About Operata

Operata is the leading provider of CX Observability, giving enterprises the tools to measure, manage, and optimize customer experience across the full CX stack, from AI agents to human contact center teams.

Headquartered in Denver, Colorado, and Melbourne, Australia and trusted by Global 1000 brands, Operata helps organizations deliver better connections by transforming observability into a shared language across IT, Operations, Data, and AI teams.