Operata Call Center Analytics

Operata was founded in Melbourne in 2018 by Romilly Blackburn, John Mitchem, and Andy Scott, who had worked on contact center technology and saw how hard it was to diagnose problems once operations moved to the cloud. When a call drops or audio breaks up, the cause could sit with the CCaaS platform, the carrier, the corporate network, a home internet connection, a virtual desktop, or the agent's headset. Native reporting in each tool shows only its own slice.

Operata's answer is what it calls CX observability. Collectors gather telemetry from contact center platforms, telephony, networks, browsers, and headsets, and the platform links it into a Customer Journey Trace for each interaction. Synthetic monitoring places test calls and exercises contact flows and voice AI agents in production. As companies add AI agents, Operata has extended the same approach to scoring and verifying AI conversations and the handoffs between AI and human agents.

Its newest product is Tenor, an AI engineer that answers questions about performance in Slack, Teams, and other tools and helps IT teams reach root cause faster.

Operata raised a $2.2 million seed round led by Tidal Ventures in 2021. In early 2026 it announced a Series A led by Tidal Ventures, with Glitch Capital, Ghost VC, Black Nova Venture Capital, and Flying Fox Ventures, valuing the company at more than $100 million. The company lists more than 50 integrations, including Amazon Connect, Genesys Cloud, NICE CXone, Salesforce, ServiceNow, and Zendesk. Early customers include Telstra, AMP, and Boral.

1. Customer Journey Trace that follows each interaction across CX platforms

2. CX application performance monitoring for CCaaS and voice AI platforms

3. Infrastructure monitoring for carriers, networks, VDI, and employee devices

4. Agent collector for headset, browser, and network data from human agents

5. AI agent observability that scores and verifies every AI conversation

6. Cloud and agent synthetics for continuous assurance of contact flows

7. Tenor AI engineer for root cause analysis in Slack, Teams, and other channels

8. More than 50 integrations including Amazon Connect, Genesys Cloud, NICE CXone, Salesforce, ServiceNow, and Zendesk

Operata publishes usage-based pricing per agent minute. The Core plan costs $0.006 per agent minute with a minimum of $3,000 per month. Enterprise costs $0.007 per agent minute with a $3,500 monthly minimum. Enterprise Plus costs $0.0085 per agent minute with a $4,250 monthly minimum. Each tier includes 500,000 minutes, unlimited users, and unlimited data, and annual billing saves 5 percent. Enterprise adds monitoring of human agents, agent readiness testing, infrastructure monitoring, and single sign on. Enterprise Plus adds custom dashboards, partner access controls for BPOs, a named customer success manager, and round-the-clock support.

Telstra; AMP; Boral; 3M; Accenture; Cochlear; Origin; Mercury Energy; Everlight Radiology; Experis