Operata Adds CX Observability to Genesys Cloud Agentic Virtual Agent
LAS VEGAS — Operata has expanded its observability platform to cover Genesys Cloud’s Agentic Virtual Agent, bridging the gap between AI-driven interactions and human support. The integration creates a unified timeline that tracks customer journeys across both automated systems and human agents to ensure consistent performance standards throughout the stack.
The platform captures AI turns, handoffs, and telephony data into a single, connected record. This visibility allows teams to pinpoint root causes of failed interactions by monitoring how AVA executes goals and adapts to missing information. By centralizing data from across the CX stack, Operata enables organizations to see exactly what a customer experienced and whether context was successfully preserved during a transition to a human representative.
This development addresses growing demand for AI oversight, aligning with Gartner projections that 40% of organizations will implement dedicated AI monitoring tools by 2028. Operata’s toolset is designed to protect the customer experience during complex AI deployments by providing granular, packet-level evidence of performance. The new observability features for Genesys Cloud are available immediately via the Genesys AppFoundry Marketplace.
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