Inside Operata: The Rise of CX Observability for AI-Powered Contact Centers

As someone who’s felt the pain of clunky handoffs and fuzzy diagnostics, I care about tools that make customer journeys clearer and kinder. Maestro is Operata’s most ambitious step yet, expanding CX Observability from a primarily Amazon Connect footprint to 50+ CCaaS, Voice AI, AI customer service, CPaaS, and CRM platforms. It introduces a unified Customer Journey Trace, a smarter CX Copilot powered by AWS Bedrock and OpenAI GPT-5.0, and an open developer approach with an Insights Library and the first MCP server for CX Observability.

John Mitchem, Co-Founder & CEO at Operata: “We launched Operata to solve observability in voice and contact centres. You can’t fix what you can’t see, especially now that AI agents and human agents share the same customer journey.”

Why This Matters: Observability Is the New Control Plane for AI-Era CX

Modern contact centres are multi-platform and AI-augmented. Voice bots hand over to humans. Carriers, IVRs, CCaaS, CRMs, and LLMs all sit in the flow. Without end-to-end visibility, leaders are left guessing where quality drops or handoff failures occur. Customers feel it first; NPS follows.

Mitchem again: “Start with your observability platform. Put the tools in place to judge whether new services reduce friction or create it. This has been true in IT for years and should be no different for your customers.”

The Maestro Release: Three Pillars

1) Global Platform for CX Observability
Maestro supports 50+ platforms across CCaaS, AI Customer Service, Voice AI, CPaaS, and CRM, including Amazon Connect, Genesys Cloud, NICE CXone, Zoom, Talkdesk, 8x8, Twilio, Salesforce, and Zendesk.
A new “Verified” designation flags ready-to-use data collection and integrations, with a one-to-three-day path to verify new platforms.
Why it matters: Most enterprises are hybrid and multi-vendor. Maestro gives IT and Operations one consistent view across providers.

2) One Picture Across CX Services
Customer Journey Trace delivers a single, visual flame-graph timeline spanning telephony, IVR, CCaaS, AI, and human agents, with span-level metrics and context in one place.
The new CX Copilot lets users ask natural-language questions, see visual results, and trigger next-best actions using Operata data.
“Leaders need the whole story, not just the symptoms. Journey Trace exposes transfer delays and AI-to-human mis-handoffs — the places where trust quietly erodes.” — John Mitchem

3) Open Standards for Developers, AI, and Data Teams
Maestro aligns open data collection to industry standards for interoperability and scale.
Insights Library: 50+ real-time CX insights, from low MOS to CX Risk ratings.
Operata MCP Server: the first Model Context Protocol server for CX Observability, enabling LLMs and agentic AI to query insights securely and with context.
Why it matters: As Voice AI and agentic workflows scale, context is everything. Structured, queryable CX context helps AI return relevant answers and actions.

Built for IT & Ops — Now for Data, AI, and CX Leaders
Observability has lived in IT. Maestro broadens the impact. Operations can spot issues before they hit NPS. CX leaders can see real experience impact across journeys. Developers and data teams can integrate Operata’s signals into their own systems.
“There’s no one-size-fits-all AI. Model diversity matters, but context matters more. Operata provides journey context so your AI can answer what went wrong and how to fix it.” — John Mitchem

The Bottom Line
In a world where AI and humans share the same journey, visibility is power. The future belongs to teams that see clearly, act quickly, and learn continuously. Are you one of them?