Modern contact centres have become fragile ecosystems—cloud platforms, Voice AI, IVRs, CRMs, and third-party APIs all owned by different teams and vendors. When something breaks, customers feel it immediately, but no one has a single end-to-end view of what's actually happening. The result? Blind spots, finger-pointing, and resolution times that damage both revenue and reputation.
In this conversation, CX Evangelist Luke Jamieson from Operata breaks down how CX Observability transforms the daily reality for operations teams—moving them from reactive firefighting to proactive control.
You'll discover why traditional monitoring tools can't answer the questions executives are now asking, how observability slashes mean time to resolution by eliminating the "ping pong effect" of service desk tickets, and why Voice AI adoption makes this capability non-negotiable. Jamieson states,