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Operata

Category: Voice / Speech AI

A CX Observability platform designed specifically for cloud contact centers to monitor, analyze, and optimize the end-to-end performance of voice and AI-driven customer interactions. Operata was founded in 2017. The company is led by Romilly Blackburn. Based in Melbourne, Australia. Team size: 11-50. Total funding raised: $13.2M. Latest round: Series A. Key investors include ["Tidal Ventures","Black Nova","Flying Fox Ventures"].

Founded
2017
Headquarters
Melbourne, Australia
Team size
11-50
Total funding
$13.2M

Value proposition

Eliminates technical 'blind spots' in cloud contact centers by correlating agent environment data (network, hardware) with real-time customer experience metrics and AI performance.

Products and solutions

["Operata CX Observability Platform","AX Copilot (Agent Experience monitoring)","CX Copilot (AI-powered customer journey insights)","Tenor AI (Real-time recommendation engine)","Automated Playbooks (Issue remediation)","Operata MCP Server® (Multi-Cloud Performance)"]

Unique value

First-to-market platform that bridges the gap between technical IT monitoring and customer experience (CX) by capturing data directly from the agent's browser and local environment.

Target customer

Large enterprises, Business Process Outsourcing (BPO) providers, and organizations using CCaaS platforms like Amazon Connect and Genesys.

Industries served

["Financial Services","Healthcare","Retail & E-commerce","Telecommunications","Utilities"]

Technology advantage

Proprietary 'CX Insights Graph®' technology that correlates disparate data points across the entire communication path—from the agent's headset to the cloud AI engine—to provide actionable remediation steps.

How they differentiate

Operata differentiates by providing a 'pure-play' CX observability layer that captures data directly from the agent's browser and local environment (headset, network, hardware) and correlates it with real-time customer experience metrics and AI performance, rather than just focusing on backend infrastructure or post-call analytics.

Main competitors

["Cyara","Virsae","SuccessKPI","Nectar"]

Key partnerships

["AWS (Amazon Connect Service Delivery Partner)","Genesys (AppFoundry Partner)","Salesforce (AppExchange Integration)","Zendesk (Marketplace Partner)"]

Notable customers

["Telstra","nib","Australian Government Agency","Phase Pacific","Reciprocity"]

Major milestones

["Raised $11M Series A at a $100M AUD valuation in May 2024","Launched the 'Maestro' release in 2024, expanding support to 50+ platforms including Genesys and NICE CXone","Selected for the Innovation Showcase at Enterprise Connect 2024","Achieved AWS Service Delivery Partner status for Amazon Connect"]

Growth metrics

Reached approximately $1.9M - $2M in Annual Recurring Revenue (ARR) by 2024 with a team of 20-50 employees.

Market positioning

Specialized CX Observability and Assurance partner for enterprise CCaaS (Contact Center as a Service) platforms.

Geographic focus

Australia (HQ), North America, and Europe.

Patents and IP

Proprietary technology including CX Insights Graph® and Operata MCP Server®; specific public patent numbers not disclosed.

About Romilly Blackburn

Serial SaaS entrepreneur with over 20 years of experience in voice and messaging software. Co-founder and former COO of Whispir (ASX:WSP) for 15 years; previously CPO & CMO of Smooch.io (acquired by Zendesk).

Official website: