Operata’s dive into Forrester’s 2025 CCaaS Wave unpacks how AI-powered orchestration, composable platform playbooks, and global compliance are reshaping customer service spotlighting leaders like Genesys, challengers like Zoom and Content Guru, and why end-to-end observability is the ultimate competitive edge for modern hybrid contact centers.
AI in CCaaS is finally a reality, not just hype. Now, it's about who bolts it on and who builds it because, despite all the "seamless" claims, real usability still matters.
Following our successful SOC 2 Type I certification, Operata is excited to announce we've now achieved SOC 2 Type II certification—a testament to our unwavering commitment to safeguarding data, ensuring compliance, and delivering operational excellence.
CX Observability monitors signals in technical, operational, and experience data in real-time calls and interactions to spark actions that optimize contact center performance.
“In our ‘Harmony’ release we’re introducing Tenor AI as a ubiquitous layer of intelligence that opens up conversational data exploration, serves insights directly into the user’s workflow, and points them to areas that need attention the most.” – John Mitchem, Operata Co-Founder and CTO
For the first time, cloud contact centers can correlate unified technical, operations, and experience data.
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