Operata Raises $11 Million Series A as AI Reshapes Contact Centres
•February 9, 2026
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Why It Matters
As AI agents become core to customer service, real‑time observability is essential for maintaining experience quality and operational efficiency. Operata’s platform addresses a growing market need, potentially setting a new standard for AI‑enabled contact‑centre infrastructure.
Key Takeaways
- •Operata raised $11M Series A, valuated at $100M
- •Platform provides end‑to‑end visibility across AI and human agents
- •Funding targets deeper integrations with AWS, Genesys, NICE, Twilio
- •Company aims to expand across North America, APAC, Europe
- •CX observability solves fragmentation in modern contact centres
Pulse Analysis
The surge of generative AI in customer service has transformed contact centres from single‑vendor environments into complex, multi‑platform ecosystems. Enterprises now juggle AI chatbots, voice assistants, and human agents across disparate tools, making traditional infrastructure monitoring obsolete. Operata’s CX observability platform fills this gap by capturing the "inner edge" of interactions—hand‑offs between AI, humans, and telephony—in real time, offering a holistic view that legacy CCaaS solutions cannot provide.
Investors are taking notice. Tidal Ventures and its co‑investors recognized Operata’s early‑stage advantage in a market poised for rapid growth, especially as Fortune 500 firms adopt AI‑driven service models. The $11 million infusion not only validates the company’s valuation but also fuels strategic integrations with industry giants like AWS, Genesys, NICE, and Twilio. These partnerships will embed Operata’s observability layer directly into existing contact‑centre stacks, turning data into actionable insights for operations teams and reducing the latency of issue detection.
For businesses, the implications are clear: without granular, real‑time visibility, AI‑powered interactions risk eroding customer trust and inflating operational costs. Operata’s approach promises to become a critical piece of the CX technology stack, delivering transparency, performance intelligence, and a unified view of the customer journey. As AI adoption accelerates globally, platforms that can monitor and optimize these hybrid environments will likely become indispensable infrastructure, reshaping how enterprises measure and improve service quality.
Operata raises $11 million Series A as AI reshapes contact centres
Melbourne SaaS startup Operata has raised $11 million in Series A funding, bringing its valuation to $100 million
The round was led by Tidal Ventures, with participation from new investor Glitch Capital and existing backers Ghost VC, Black Nova Venture Capital and Flying Fox Ventures.
While the company did not disclose the exact amount raised, a source close to the deal confirmed the amount with SmartCompany.
Founded in 2019, Operata now operates primarily from the US, though its roots and investor base remain Australian.
Operata positions itself as a “CX observability platform” designed to help enterprises understand what is actually happening inside increasingly complex contact centres where humans, AI agents and third‑party voice tools now operate side‑by‑side.
The company argues that the rapid adoption of AI assistants and specialised applications has fractured the traditional “all‑in‑one” contact centre model, creating a growing visibility gap.
“Traditional IT monitoring sees infrastructure, not conversations. CCaaS reporting sees closed ecosystems, not the end‑to‑end customer journey,” Operata said in a statement.
That fragmentation, it says, is leaving operations teams unable to pinpoint the real causes of poor customer experiences as AI and humans interact across multiple systems.
“The CX industry is sleepwalking into a crisis of observability,” Operata CEO and co‑founder Romilly Blackburn said.
“The future of customer experience isn’t a single vendor; 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. We raised this round to prove that CX Observability is the only way to deliver trust and transparency in this new, fragmented world of AI and human collaboration.”
Operata has also said that the rise of AI in customer service has made its category more urgent than ever.
“We didn’t lack data, we lacked visibility. Operata gave us a systemic, end‑to‑end view of what was actually happening, which changed how the business understood and supported the customer experience,” Blackburn said.
Operata reports that it chose to raise capital now to capitalise on a “critical market inflection point” as enterprises scale up AI‑powered voice agents and copilots.
The company claims its platform captures what it calls the “inner edge” of the customer experience. It says this is the handoff points between AI systems, human agents and telephony networks, using real‑time data from live interactions rather than simulated testing.
Tidal Ventures partner Georgina Turner said that need is becoming increasingly urgent.
“We look for founders who understand a problem from the inside and build ahead of the market,” Turner said.
“As enterprises adopt AI across their customer experience stack, real‑time visibility and performance intelligence become critical infrastructure.”
“Operata’s product depth, proven base of Fortune 500 customers and growing global footprint show they are uniquely placed to define this category and set the standard for AI‑enabled contact centres.”
The fresh funding will be used to deepen integrations with incumbent contact‑centre platforms such as AWS, Genesys, NICE and Twilio, while expanding support for emerging AI customer‑service tools.
The company also plans to scale its operations across North America, Asia‑Pacific and Europe, and invest further in customer‑success teams.
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