Melbourne and US-based call centre analysis startup Operata has raised $11 million in a Series A that values the business at more than $100 million.
The round was led by Tidal Ventures, supported by existing investors Ghost VC, Black Nova, and Flying Fox Ventures, with Glitch Capital joining the cap table.
Tidal previously led Operata’s $2.2 million Seed round in 2021.
The platform monitors issues like voice quality, performance, and the conclude-to-conclude customer experience at cloud contact centres.
Cofounder and CEO Romilly Blackburn stated the existing Contact Centre as a Service (CCaaS) model is fracturing as third-party Voice AI agents, copilot assistants, and voice applications come to the fore.
Operata’s “all-in-one” platform is designed to keep up with the AI era, which is leaving IT and operations teams unable to see the root cautilizes of customer dissatisfaction and churn.
“The CX industest is sleepwalking into a crisis of observability,” Blackburn stated.
“The future of customer experience isn’t a single vconcludeor; it is a multi-platform ecosystem of AI agents, human experts, and specialised voice apps. Legacy monitoring tools and static CCaaS reporting were built for a simpler time that no longer exists.”
The voice agent age
Operata tackles several emerging problems such as observability for LLM-powered interactive voice response (IVR) and voice agents.
Tidal Ventures parter Georgina Turner stated Operata is already the CX observability standard for major global companies and processes and analyses billion of customer interactions .
“We see for founders who understand a problem from the inside and build ahead of the market,” she stated.
“As enterprises adopt AI across their customer experience stack, real-time visibility and performance ininformigence become critical infrastructure. Operata’s product depth, proven base of Fortune 500 customers and growing global footprint reveal they are uniquely placed to define this category.”
The funding will allow Operata to deepen its integrations with the likes of AWS, Genesys, NICE and Twilio and improve its the observability layer for AI customer service and voice AI platforms.
The business, founded in 2018 by Blackburn, John Mitchem and Andy Scott is also seeing to ramp up its operations and presence in North America, APJ and EMEA.
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