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CX observability from Operata delivering global clarity in banking contact centers. A leading global bank expanded its US operations and faced complexity across distributed agents and third-party partners. Limited visibility into agent environments, network latency, and softphone performance were slowing SLA enforcement, issue resolution, and customer experience consistency. By deploying Operata’s CX Observability platform across its US contact centers the organization gained real-time end-to-end visibility into CX and agent experience. This unified view enabled faster issue detection, proactive resolution, stronger SLA governance with BPO partners, and consistent experience across regions. The result was reduced resolution times, improved call quality, reliable performance during strategic transitions, and operational alignment between global and US teams. CX observability proved integral to scaling contact centre operations in a highly regulated environment. Read the full case study to see how global contact center performance and confidence can improve with the right observability approach. https://lnkd.in/gvXhtR7M

Personal AI agents never get bored, never hang up and never fill in a survey. Here’s what that could mean for your contact center, and why your dashboard won’t see it. READ: https://lnkd.in/g4qmrHGK/?utm_campaign=AmazonConnect&utm_source=linkedin&utm_medium=paid&utm_id=621926644&hsa_acc=509343097&hsa_cam=621926644&hsa_grp=254708506&hsa_ad=1631318424&hsa_net=linkedin&hsa_ver=3

An agentic voice agent reasons through a goal, calls other systems, adapts when information is missing, and hands to a person when it needs to. When the call goes wrong, the picture usually stops at the edge of the AI. Today we're extending CX Observability to Genesys Agentic Virtual Agent (AVA), part of Genesys Cloud. Interactions handled by AVA now sit on the same customer journey as the human agent they hand to, and are measured against the same standards. AI turns, handoffs, telephony and human agent activity on one timeline, in the order they happened. We're at Xperience in Las Vegas this week and the team is demoing it live. Learn more here 👉 https://lnkd.in/gFaFbEyV #GenesysXperience #Xperience2026 #Xperience

67% of organizations call Voice AI foundational yet only 21% are satisfied with how it's performing. That's 1 in 5. Degraded audio, network latency, and failed handoffs are rarely raised as issues, but customers feel every one of them and nothing is being done. Operata's analysis of 148,000 calls found 54% of issues traced back to audio problems before the AI ever had a chance to respond. Voice AI adds another failure point to that equation. Full visibility across every second of every call isn't optional when Voice AI is core infrastructure. Link to the full article: https://lnkd.in/gjSCkGjk/?utm_campaign=AmazonConnect&utm_source=linkedin&utm_medium=paid&utm_id=621926644&hsa_acc=509343097&hsa_cam=621926644&hsa_grp=218226964&hsa_ad=1535163624&hsa_net=linkedin&hsa_ver=3

Tenor, Operata’s AI engineer for CX, is now live. When a customer call goes wrong, IT and Ops usually start investigating in different tools, looking at different data, and end up with different explanations. Tenor is the agentic layer of Operata. It brings together your CX observability data, Operata’s knowledge of CX technology, and the tools and harness to act on them. Ask it what’s affecting your customers and it triages the issue, diagnoses the root cause and recommends the next step. It works for people and for other AI agents. IT and Ops teams can ask it questions in plain language inside the Operata platform. The AI tools your teams already use, from AI SREs like Datadog Bits AI to assistants like Claude, can draw on the same data and context through the Operata MCP server. That means faster mitigation, more accurate root cause, and IT and Ops working from the same answer. Tenor is live today in the Operata platform and through the Operata MCP server. https://lnkd.in/gUKyiQ2W/?utm_campaign=AmazonConnect&utm_source=linkedin&utm_medium=paid&utm_id=621926644&hsa_acc=509343097&hsa_cam=621926644&hsa_grp=286794904&hsa_ad=1631357114&hsa_net=linkedin&hsa_ver=3

CX Observability: the missing layer in every Voice AI deployment. Your Voice AI vendor says the model performed as designed. Your CCaaS platform confirms the call was answered. Neither can tell you the customer heard broken audio, the transcription failed, and they called back. Contact centers are deploying Voice AI on infrastructure they cannot observe. Audio quality, agent endpoint health, network latency across hundreds of home offices — none of it surfaces in native platform reporting. The blind spot was always there. Voice AI makes it bigger. Worth a read if you are deploying AI in your contact center. https://lnkd.in/gW6DXueJ/?utm_campaign=AmazonConnect&utm_source=linkedin&utm_medium=paid&utm_id=621926644&hsa_acc=509343097&hsa_cam=621926644&hsa_grp=218226964&hsa_ad=1541322064&hsa_net=linkedin&hsa_ver=3