Operata Raises Series A to Bring CX Observability to the AI-augmented Contact Center 

Led by Tidal Ventures the round empowers Operata to dismantle the visibility gap left by siloed monitoring tools as enterprises adopt Agentic and Voice AI in the contact center.

MELBOURNE, Australia & DENVER, Colorado - Operata, the CX Observability platform built for the AI-enabled enterprise, today announced it has a Series A funding round, valuing the company at more than $100m. The round was led by Australia–US fund Tidal Ventures, with participation from new backer Glitch Capital and existing investors Ghost VC, Black Nova Venture Capital, and Flying Fox Ventures.

Operata chose to raise capital now to seize a critical market inflection point. The traditional Contact Center as a Service (CCaaS) model is fracturing. As enterprises rapidly adopt third-party Voice AI agents, copilot assistants, and best-of-breed voice applications, the "all-in-one" platform promise is at odds with the pace of innovation.

This fragmentation has rendered legacy tools inadequate for enterprises who need timely observability across their customer experience tech stack. Traditional IT monitoring sees infrastructure, not conversations. CCaaS reporting sees closed ecosystems, not the end-to-end customer journey. Legacy assurance tools rely on synthetic testing, which fails to capture the messy, unpredictable reality of live customer interactions. 

This leaves contact center IT and Operations teams blind to the root causes of customer dissatisfaction and churn in an environment where AI and humans work side-by-side across disconnected systems and continents.

"The CX industry is sleepwalking into a crisis of observability," said Romilly Blackburn, CEO and Co-Founder of Operata. "The future of customer experience isn't a single vendor; it is a multi-platform ecosystem of AI agents, human experts, and specialized 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 is the only platform capable of capturing the “inner edge” of the enterprise customer experience – the critical handoff points between AI agents, human experts, and the modern telephony network. While others focus on point-in-time testing or synthetic AI evaluations in a developer sandbox, Operata builds a correlated data graph based on actual customer reality, linking technical telemetry (LLMs, applications, network, carrier, headset, infrastructure) with real-time operations and experience insights. 

This singular approach allows Operata to:

• De-risk Voice AI: Provide the missing observability layer for LLM-powered IVRs and Voice Agents, bridging the dangerous gap between developer proof-of-concept and large-scale enterprise production.
• Pierce the cloud "Black Box": Deliver deep visibility into cloud CX, contact center, and telephony environments that native tools cannot provide.
• Unify customer interaction data: View and measure performance holistically across multiple human, AI, and application touchpoints, ensuring a consistent customer experience regardless of who — or what — answers the call.

“We look for founders who understand a problem from the inside and build ahead of the market,” said Georgina Turner, Partner at Tidal Ventures. "Operata did exactly that. 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.”

Operata is already the CX Observability standard for major global innovators, processing and analyzing billion of customer interactions for clients including:

• 4 of the Top 10 Global Software Companies
• 2 of the Top 10 U.S. Healthcare organizations
• Top 3 Global Pharma companies
• Top 3 Global Travel brands

"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.” - VP of Contact Center Operations, Top 10 U.S. Healthcare organization.

The funding will allow Operata to deepen integrations with incumbent CCaaS leaders like AWS, Genesys, NICE and Twilio while simultaneously securing the observability layer for the emerging wave of AI customer service and voice AI platforms. It will also enable significant scaling of Operata’s presence, partnerships, and operations in North America, APJ and EMEA, and continued investment in customer success to support global enterprise adoption.