Operata Extends CX Observability to Genesys AI Voice Agent
Las Vegas – September 07, 2026 -- Operata has extended its CX Observability platform to cover Agentic Virtual Agent (AVA), the AI voice agent within Genesys Cloud from Genesys, allowing interactions handled by the AI to be recorded on the same customer journey timeline as human agents and measured against identical performance standards.
Operata merges AI and human agent data into one timeline
The platform now integrates AI turns, handoffs, telephony, and human agent interactions into a single, connected record. This gives enterprise teams real-time, vendor-agnostic visibility across the full CX stack, including conversations managed entirely or partially by AVA.