Operata brings CX Observability to Genesys Xperience 2026

DENVER, Colorado and MELBOURNE, Australia. 28 August, 2026 - Operata, the CX Observability platform, will sponsor Genesys Xperience 2026, September 1 to 3 at Wynn Las Vegas. Operata will present a session, host a booth in the expo hall, and meet with Genesys customers and partners across the three days. Operata is available on the Genesys AppFoundry® Marketplace and works with enterprises running Genesys Cloud CX™ alongside the other platforms in their CX stack.

Xperience arrives as enterprises put more voice AI agents in front of customers for the first time at scale. A voice AI agent works toward a goal rather than a script. It calls tools and APIs across other systems, adapts when information is missing, and hands the customer to a person when it cannot finish. The customer experiences all of that as one conversation, and when it goes wrong the fault is usually somewhere in the chain rather than in the model. A tool call that times out leaves the customer listening to dead air for fourteen seconds. Packet loss on the telephony leg reads as low confidence in the AI. Context that does not survive a transfer means the person who picks up starts from nothing.

With Operata, teams can monitor, assure, diagnose and optimize AI and human agents from one place, in real time. They can follow a single customer conversation from the first AI turn through the handoff to the human agent who resolves it, and see the tool calls, audio quality, queue events and device conditions underneath every step. They can check a platform's containment figure against the evidence behind it. They can report AI agents, human agents, BPO teams and remote teams against the same standards. And they can ask about performance in plain language, or connect the same data to the AI assistants and incident tools their teams already run. Operata sits outside the vendor stack, so the measurement holds across whatever mix of voice AI and CCaaS platforms an enterprise runs. Operata sits outside the vendor stack, so the measurement holds across whatever mix of voice AI and CCaaS platforms an enterprise runs, and the evidence is independent which governance demands.

Session: what your CX stack cannot see

Luke Jamieson, CX Evangelist at Operata, will present "CX Observability: A Field Guide to What Your Contact Center Can't See in the Wild" at 2:30 PM on Thursday September 3, in Showcase Theatre 2, Cristal Ballroom, Wynn, Upper Level. The session covers the parts of a customer conversation that standard reporting misses, and what changes when AI agents and human agents are measured on the same timeline.

"At Operata, we believe human judgment and AI execution together deliver the best end to end customer experience. When a voice AI agent reasons, acts and hands off to a person, the customer experiences all of it as one conversation. Operata gives teams running Genesys Cloud CX the evidence to see that whole interaction, catch what is breaking while it is still live, and prove what is working," said Jamieson.

Meet the Operata team

Attending from Operata: John Mitchem, Co-founder and CTO; Dan Arra, CRO; Andriy Zakharchenko, Director, Business Development; Norm Kayserman, Director, Partner and Customer Solutions; and Luke Jamieson, CX Evangelist. The team will be at the Operata booth in the expo hall throughout the event, where attendees can follow a live customer conversation end to end and see how AI and human agents are measured side by side. Come and visit the team at the both, or reach out to book a time that suits you.

About Operata

Operata is the world’s first CX Observability platform, built for the enterprise customer experience. By monitoring every live interaction down to the packet level, Operata gives IT and Ops leaders the certainty they need to boldly deploy and govern AI without breaking the customer experience. Founded in Melbourne, Operata is trusted by global enterprises like 3M, Accenture, and Adobe. Learn more at operata.com.