As CX environments become increasingly complex and sophisticated, CX Observability solutions will become more critical.
1) CX environments face a major challenge ahead of them as they manage multiple stacks of cloud applications. With the growth of AI Agents, Voice AI, and other new applications, ensuring these technologies run smoothly to prevent failures is essential. Agents operate remotely, and parts of operations are outsourced, increasing the complexity within contact centre operations. Many testing tools are available for IT teams, including those that handle regression testing, network testing, performance testing, and more. But is that sufficient?
2) CX Observability goes a step further. The IT and CX teams use the data to understand ‘how’ and ‘why’ these changes occur. It enables them to access real-time insights into customer and agent experiences through continuous monitoring of experiential, operational, and technical data! Some of these data points include CPU and memory usage, browser activity, response times, voice interaction durations, hold times, call transfers, latency, execution times, and others. Having this data in real-time, along with an understanding of what’s happening at the network and infrastructure level, is equally important. It’s also crucial to analyse agent behavior and combine that with technical data from agent workstations to understand, for example, why poor experiences are occurring. The correlation between agent behaviour and the technical aspects of performance will become more important than ever as AI applications usage increases within the contact centre. This holistic view of monitoring gives teams the BIG picture and how to unpack the hidden insights across technical, operational, and experiential data—all in real-time.
I recently caught up with Romilly Blackburn, the CEO of Operata, a company witnessing good growth in the CX Observability space. He explained how a major bank in the UK was struggling to manage a complex technology environment that included multiple IVR systems, several BPOs, remote agents in different locations, and various VDIs (Virtual Desktop Infrastructure). The bank was unsure how to resolve these technical and operational challenges and turned to Operata for help.
This is a growing space, and there are niche and specialised vendors in this space. Cyara, IR, and Nectar are expanding their offerings. Cisco, through its Cisco ThousandEyes solution, is able to help enterprises overcome these complexities.
The Hidden Layer Keeping AI-Powered Contact Centres Running
