Operata Design Partner Program

Gartner predicts agentic AI will autonomously resolve 80% of common customer service issues by 2029. The same firm predicts over 40% of agentic AI projects will be canceled by the end of 2027, due to escalating costs, unclear business value, and inadequate risk controls.
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The gap between those two predictions is where most contact centers are operating right now. The ROI case for CX AI and Voice AI is real. The visibility into whether it's actually delivering is not.

AI CX and Voice AI platforms now ship with built-in monitoring and evaluation tools to help test and deploy in your environment. What they can't tell you is what happened between the model and the customer. Or between the customer's mouth and the model's input. They were never built to measure the quality of an end-to-end call. Operata was. 

We're looking for design partners who need it most.

The gap nobody is talking about

The case for AI in the contact center is clear. IVR automation, virtual agents, Voice Bots, contact centers are deploying them fast and under pressure to prove they work.

Here's what the dashboards don't show you: what happened in the delivery chain before the AI interaction even began. The audio quality that reached your AI engine. The signal degradation that caused a misfire. The handoff that lost context before it logged an error.

AI monitoring was never built to measure the quality of an end-to-end voice interaction. It was built to measure the model. Those are different things. The gap between them is where ROI assumptions quietly break.

What Operata is building

Operata already gives Genesys Cloud CX customers full visibility across their contact center delivery chain. The network conditions, device signals, audio quality, and carrier performance that exist entirely outside what your CCaaS platform can see.

We're extending that same observability into the Agentic AI layer you’ve added to your contact center stack. 

The full voice interaction from the moment a call enters your IVR or AI Agent to the moment it resolves. Audio quality captured before it reaches your AI Agents. Signal data at the point of handoff between virtual and human agents. The full call journey mapped across every system in the stack.

This program is how we build it correctly, with the Genesys Cloud CX customers who'll depend on it. As a design partner, you’ll help guide our next iteration of observability across the AI-enabled — before it reaches the market. 

What it means to be a design partner
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^{This isn't a beta program. It's a partnership.}

What you get:

• Early access to the data and monitoring as it's built.
• Direct input into the core use cases and insights to be prioritized. 
• First look at the metrics that will define AI Observability in the modern contact center.
• A direct line to the Operata team, people who came from the contact center and understand the problem from the inside.

What we need from you:

• A Genesys Cloud CX environment with active or planned Agentic AI deployment.
• Honest input on what's working, what isn't, and what you need to see.
• A regular feedback loop as the capability is shaped.

The product gets built by people who will actually use it. They'll be the reason it works.

Why this, why now?

Operata exists because its founders lived with the visibility gap in their IT and Ops roles in the contact center. They were on the tools, inside the environments, doing the work. They know what it costs when software ships ahead of the truth.

Operata already connects your Genesys environment from telephony to agent. The design partner program is how we extend that intelligence into the AI layer that's becoming mission-critical infrastructure. Built with the people who need it to work, not announced before it does.

Want to become a design partner? 

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