CX Today Inside Operata: The Rise of CX Observability for AI-Powered Contact Centers
9 snips
Nov 26, 2025 John Mitchem, Co-founder and CTO of Operata, dives into the evolution of customer experience observability from his Melbourne roots. He discusses how Operata's Maestro tool now traces customer journeys across over 50 platforms, highlighting the need for visibility in AI and human interactions. With the CX Copilot leveraging AWS Bedrock and OpenAI, John emphasizes natural language queries for actionable insights. Tune in to hear why he believes observability is crucial for successful AI integration in contact centers.
AI Snips
Chapters
Transcript
Episode notes
Founding Story And Early Focus
- John Mitchem started Operata seven years ago to solve a lack of observability in voice and contact center networks.
- Early work focused on WebRTC and last-mile monitoring before customers asked for full customer-journey visibility.
Customers Pushed Observability Beyond Monitoring
- Customers demanded more than monitoring; they wanted full journey understanding from the customer perspective.
- Operata evolved rapidly by listening to customers and expanding beyond last-mile telemetry.
Partnerships Solved Vendor Visibility Gaps
- Operata found vendors also lacked visibility and welcomed partnership to help their customers.
- Partnerships with CCaaS vendors and AWS accelerated Operata's reach and impact.