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CX Observability now available for Genesys Cloud Agentic Virtual Agent (AVA)

prnewswire.com
GEN The article discusses Genesys Cloud's Agentic Virtual Agent (AVA) and its integration with Operata's CX Observability platform. While the integration is presented as a way to improve customer experience and provide better visibility, the sentiment towards Genesys itself is neutral as the focus is on the partnership and Operata's capabilities.

LAS VEGAS, Sept. 2, 2026 /PRNewswire/ -- Operata, a leading CX Observability platform, has extended its CX Observability to Agentic Virtual Agent (AVA), part of Genesys Cloud™ from Genesys®, a global cloud leader in AI-Powered Experience Orchestration. Interactions handled by AVA are now recorded on the exact same customer journey as the human agents they hand off to, allowing them to be measured against identical standards.

To learn more about how Operata extends CX AI Agent Observability to Genesys Cloud Agentic Virtual Agent, read the full details here.

Unified Timeline Across AI and Human Agents

Operata integrates AI turns, handoffs, telephony, and human agent interactions into a single, connected timeline. This delivers real-time visibility into live interactions and provides vendor-agnostic measurement across the entire CX stack, including interactions managed by AVA.

Agentic voice agents are fundamentally changing how customer conversations are resolved. Rather than following a static script, AVA reasons through a goal, executes actions across systems and workflows, adapts when information is missing, and seamlessly hands off to a human agent when necessary. Each of these steps shapes the final customer experience. When an issue occurs mid-conversation, teams require full visibility into the entire interaction, in the exact order it happened, to accurately identify the cause.

Teams running Genesys Cloud can now trace a customer conversation end-to-end, pinpointing the root cause of a failed interaction across every vendor in the chain. While every system in the CX stack reports accurately to its own edge, Operata records what happened across all of them in one centralized location.

Evidence to Deploy with Confidence

Operata captures the concrete evidence beneath every interaction. The record clearly demonstrates what the customer experienced, what the AI decided, whether the context successfully carried over during the handoff, and whether performance remains stable release after release.

"Gartner predicts that 40% of organizations deploying AI will implement dedicated AI observability tools by 2028 to monitor model performance, bias and outputs" - (Gartner® Press Release, 12 May 2026). Operata applies that rigorous record-keeping to the customer journey, spanning both AI and human agents.

Availability

CX AI Agent Observability for Genesys Cloud Agentic Virtual Agent is available now on the Genesys AppFoundry Marketplace®.

Read more about CX AI Agent Observability here.

About Operata

Operata is the world's first CX Observability platform, built for the enterprise customer experience. Today's CX infrastructure is a complex ecosystem of CCaaS vendors, AI platforms, global networks, browsers, and BPOs. This fragmentation creates massive operational blind spots. Operata delivers the real-time visibility and absolute certainty enterprises need to boldly deploy AI while protecting the customer experience.

By capturing and correlating billions of technical, operational, and experience data points, Operata provides the indisputable, packet-level truth of every live interaction — whether an AI or human agent is on the line. This empowers IT and Ops teams to eradicate blind spots, end the blame game, slash MTTR from days to minutes, and safely execute their AI deployment and governance mandates.

Founded in Melbourne and built to serve global enterprises, Operata is trusted by customers like 3M, Accenture, Adobe, and ServiceNow. Ultimately, we exist to power better connection – for and with our customers, our partners, and our people.

Genesys, Genesys Cloud and AppFoundry are trademarks or registered trademarks of Genesys Cloud Services, Inc. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. All other trademarks are the property of their respective owners.

Media Contact: Gary Tuohy [email protected]

SOURCE Operata