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OUR LATEST ARTICLES

Your Cloud Contact Center Has a Blind Spot. It’s Bigger Than You Think.

CCaaS platforms tell you what happened inside their walls. Nobody’s telling you what happened to your customer. That’s the CX Observability gap, and it’s growing.

Article by

Luke Jamieson

Published in

CX Observability

Your brand is on the road. Who’s driving?

A case for CX Observability as AI takes the wheel.

Article by

Luke Jamieson

Published in

CX Observability

I Watched a Spacecraft Round the Moon in Real Time and it Changed How I Think About Contact Centers.

The lesson for CX and Ops leaders is closer to home than you think.‍

Article by

Luke Jamieson

Published in

CX Observability

How to surface the contact center KPIs for your executive dashboard in seconds

Stop chasing contact center data across fragmented tools. Operata's CX Copilot lets you ask plain-language questions and get executive-ready KPIs in seconds.

Article by

Sam Emms

Published in

Product

What If Your Agents Couldn't Come In Tomorrow?

Rising fuel costs and potential work-from-home mandates are forcing contact center leaders to confront a critical question: are you ready if agents can't come in tomorrow?

Article by

Luke Jamieson

Published in

Is Your Contact Center Flying with a Modern Cockpit?

A conversation with Brad Cleveland at Enterprise Connect

Article by

Luke Jamieson

Published in

Clear waters of observability

Just as a calm river can hide upstream dangers, a quiet contact center can mask issues that will compound under pressure.

Article by

Luke Jamieson

Published in

Operata Raises Series A to Bring CX Observability to the AI-augmented Contact Center

Led by Tidal Ventures the round empowers Operata to dismantle the visibility gap left by siloed monitoring tools as enterprises adopt Agentic and Voice AI in the contact center.

Article by

Romilly Blackburn

Published in

Company