
Operata launches CX observability for every contact center AI & human touchpoint.
Operata, the global leader in CX Observability, today announced ‘Maestro’, a major product update that expands its platform to support observability into any contact center, CX, voice AI, or AI Customer Service solution.
This breakthrough marks the industry’s first universal observability platform for contact centers and CX, bringing together performance insights across AI agents, human agents, and the applications, infrastructure and networks that power them.
Breaking Down CX Silos
Contact centers are rapidly transforming. Voice AI, AI Customer Service and automation have blurred the lines between human and machine interactions, but visibility into performance has lagged behind. Each platform, from cloud telephony to conversational AI, has lived in its own silo. Operata is tearing apart those silos.
With this release, Operata’s observability coverage expands from just a few contact center platforms to 50+ supported across Voice AI, AI Customer Service, CCaaS, CPaaS 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.
“With AI agents collaborating alongside human operators, the contact center is becoming a vast and everchanging ecosystem of technologies,” said Romilly Blackburn, CEO of Operata. “Teams need a single source of truth that can observe them all. Operata now provides that, unifying CX data across 50+ platforms and giving every team, from IT to AI, the visibility to deliver better connections.”
One Picture Across Every Service
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,via a CPaaS such as Twilio, transfer to an Amazon Lex AI 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.
Alongside it, the upgraded CX Copilot, using AI models by AWS Bedrock, Anthropic and OpenAI lets users query their CX data conversationally, visualize insights instantly, and identify root causes, turning observability data into action.
Open for the Ecosystem: Observability for Developers, Data teams, and AI
Underpinning this transformation is Operata’s open, AI-native architecture. Built on modern observability standards, it allows developers and AI systems to tap directly into CX telemetry.
Key innovations include open data pipelines that support ingestion from any CX, CCaaS, or Voice AI platform, an expanded Insights Catalog featuring 50+ atomic and composite AI-driven insights, each rated for CX risk impact and the first-ever MCP Server for CX Observability, enabling LLMs and agentic applications — from Claude Desktop and ChatGPT to Cursor and custom multi-model systems — to query CX data safely and contextually.
This open approach means Operata doesn’t just observe contact centers, it empowers AI and data teams to build with observability at the core.
Why It Matters: A New Era for CX Management
For two decades, contact center tools have measured people, not performance across systems. Operata’s expansion represents a shift - observability is now a CX discipline, not just an IT one.
By uniting data from networks, AI and human agents, Operata gives enterprises a real-time, full-stack view of experience quality, the missing layer for managing customer interactions in an AI-powered world.
Industry Voices
“Operata combines real-time observability data from PolyAI voice agents with CCaaS platforms, networks, and employee environments. It has become indispensable for managing AI and human experience as one system,” - VP of Customer Success, AI Customer Service vendor.
“With Operata we can see every interaction across our AI agent platforms, human operators, and networks,” added an IT Ops Lead, Top 3 Global Travel company. “It’s the bridge that finally connects performance and experience.”
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.
A full range of integrations is available at operata.com. Additionally, platform verification for requested integrations can typically be completed in 1–3 days.
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.