Operata stitches together customer journeys from multiple interaction sources to form our Customer Journey Trace®, bringing together interactions across multiple voice platforms into a single, unified CX view.
AI-powered insights are automatically correlated and tagged to every interaction, cutting through the noise to service what matters to service managers and IT teams.
Bring silos together by linking the entire customer journey together, even when it traverses multiple Voice AI, Conversational AI, CCaaS and Telephony platforms.
Link Insights to workflows, automate what slows teams down, and free up your people to focus on what really matters.
The customer journey builds as a flame-graph timeline, showing the relationship between services as individual customer interactions, called spans.
Each span is clearly identified by type — telephony, CCaaS, IVR, AI-agent — and by service origination for example:Amazon Connect Call, Twilio IVR, or PolyAI Agent
Clicking on a span reveals detailed attributes, metrics, logs, and context. Key moments across the journey are tagged automatically with Insights. Drill down to understand areas of improvement.
An AI Summary is automatically presented with each trace, helping teams quickly understand the customer journey, isolate problem areas and focus investigations where they matter most.
Nicolas De Kouchkovsky
No Jitter
Customer Journey Trace works with 50+ CX platforms, including: Amazon Connect, Genesys Cloud, NICE CXone, Twilio, PolyAI, BlandAI, LiveKit, VAPI, Pipecat and more.For a full list of supported AI Customer Service, CCaaS, Voice AI and CX platforms visit: Operata Integrations Hub
Platform Integrations
Verified Platforms
Platforms listed as Verified in the Operata Integrations Hub are ready for immediate data collection.Other Platforms (Not yet Verified)Platform integrations that are yet to be Verified may require quality review by an Operata CX specialist before traces are fully visible.
This ensures data accuracy and proper correlation across systems.
Request Verification
Customers
To request Verification for a CX Platform you are using visit: https://operata.com/customer-integration-verification
Software Vendors
To request Verification for your AI Customer Service, CCaaS, Voice AI or CX Product visit: https://operata.com/isv-integration-verification
Visit the Operata Docs for a deeper dive into the Customer Journey Trace feature.
Journeys and Spans
Customer Journey Trace organizes interactions using two key concepts:
Journey: A single customer's complete experience from start to finish, even if it spans multiple platforms. Each journey has a unique Journey ID that links all related interactions.
Span: A segment of the journey representing a specific phase or platform interaction. Common span types include:
Each span contains detailed information about what happened during that phase, including timestamps, metrics, attributes, and any issues detected.
Unified Customer View
See the complete picture of customer interactions across all your CX services in one place. No more switching between Amazon Connect, Twilio, PolyAI, Genesys, or other platform interfaces to piece together what happened.
Faster Issue Resolution
Quickly identify where problems occurred in multi-platform journeys. See exactly when and where a transfer failed, an AI agent handed off, or a call dropped between systems.
Cross-Platform Insights
Understand how customers move through your technology ecosystem. Identify bottlenecks, inefficient handoffs, and opportunities to improve the customer experience.
Automatic Correlation
Journey Trace automatically links interactions across platforms, even when data arrives at different times. No manual correlation or complex ID matching required.
Customer Journey Trace is designed for:
The Customer Journey Trace is a data structure that brings together all the metrics, logs, traces and events for a customer journey. It brings together all the interactions a customer has had through in a single customer journey with an organization. Each trace is segmented into list of interactions is ordered by time, and is identified by its unique trace identifier (trace_id).
A flame chart highlights all the services used to deliver the customer experience in each customer journey trace. This provides the ability to filter journeys (traces) by service (span) type, or drill down journeys by time. The interface also includes the ability to filter by journeys that only include specific service spans, and/or by any insight. An AI Summary is provided with each trace to contextualise the interactions and make them easier to understand.
See how Operata empowers IT and Ops teams to intelligently resolve issues and improve interactions in your contact center.
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Melbourne
3/162 Collins Street
Melbourne, Victoria 3000, Australia
Denver
1580 N. Logan St, Ste 660
Denver, CO 80203, USA
