Melbourne-based US call center analytics startup Operata has raised $11 million in Series A, valuing the business at over $100 million.
The round was led by Tidal Ventures, with support from 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 such as voice quality, performance, and end-to-end customer experience in cloud contact centers.
Co-founder and CEO Romilly Blackburn said the existing contact center as a service (CCaaS) model is being disrupted by the rise of third-party voice AI agents, co-pilot assistants, and voice applications.
Operata’s “all-in-one” platform is designed for the AI era, making it impossible for IT and operations teams to find the root cause of customer dissatisfaction and customer churn.
“The CX industry is sleepwalking into an observability crisis,” Blackburn said.
“The future of customer experience is not a single vendor; it is a multi-platform ecosystem of AI agents, human experts, and specialized voice apps. Traditional monitoring tools and static CCaaS reporting were built for a simpler time, when they no longer exist.”
The era of voice agents
Operata is tackling several emerging problems, including interactive voice response (IVR) and voice agent observability using LLM.
Georgina Turner, partner at Tidal Ventures, said Operata is already the CX observability standard for leading global companies, processing and analyzing billions of customer interactions.
“We look for founders who understand the problem from the inside and build ahead of the market,” she said.
“As companies deploy AI across their customer experience stack, real-time visibility and performance intelligence will become critical infrastructure. Operata’s product depth, proven base of Fortune 500 customers, and growing global footprint mean Operata is uniquely positioned to define this category.”
The funding will enable Operata to deepen its integrations with AWS, Genesys, NICE, Twilio and more to improve the observability layer of its AI customer service and voice AI platforms.
The business, founded in 2018 by Mr Blackburn, John Mitchem and Andy Scott, aims to strengthen its operations and presence in North America, APJ and EMEA.
