Operata

Operata develops a "CX Observability" platform for cloud contact centers, collecting real-time telemetry — logs, events, traces, metrics, metadata and activity — from every layer of a customer experience stack and correlating it to individual interactions. Collection occurs both at the agent endpoint, via a browser extension that reports headset audio levels, network quality, microphone state and softphone events, and at the platform level, via cloud collectors that pull interaction data from CX, voice AI and CCaaS systems. Synthetic calls and agent endpoint synthetics test availability and readiness when no live customer traffic is present. The company states support for more than 50 voice AI, CX AI, CPaaS and CCaaS platforms, with out-of-the-box integrations named for Amazon Connect, Genesys Cloud CX, NICE CXone, Salesforce, Zendesk and ServiceNow, and says its collection is built on OpenTelemetry.

The product is organized into layers: Signal (cloud collector, cloud synthetics, agent synthetics and assurance, agent collector), Core observability (CX application performance monitoring, CX infrastructure monitoring covering carriage, networks, VDI and employee devices, CX digital experience monitoring, AI agent observability, insights and anomalies, and a Context Graph), and Surface applications including Customer Journey Trace, dashboards and views, synthetics and assurance, alerts and notifications, and a builder experience of docs, recipes, MCPs and APIs. An AI agent called Tenor provides natural-language querying, dashboard building and root-cause analysis, delivered into channels such as Slack, Teams and Claude, and the platform exposes a real-time event stream and MCP for use with Claude, ChatGPT and Copilot.

Use cases span IT operations (root-cause analysis, MTTR reduction, migration and change assurance), contact center operations (benchmarking AI and human interactions on common metrics such as CSAT, AHT and FCR; comparing queues, sites, BPOs and AI models) and human agents (readiness testing, real-time alerts on issues such as an undetected microphone, crosstalk or unstable connections, and guidance to self-remediate). The platform is hosted on AWS, uses encryption in transit and at rest and role-based access controls to production systems, and is positioned to support GDPR compliance.

Founding story

Operata was co-founded by CX engineers and service managers. Andy Scott (co-founder and COO) has a 20-plus-year background delivering voice and collaboration services to global banks, utilities and enterprises. John Mitchem (co-founder and CTO) came from enterprise service management and voice network engineering, leading contact center deployments, migrations and telephony transformations using CPaaS, UCaaS and CCaaS. Romilly Blackburn (co-founder and CEO) previously co-founded and served as COO of Whispir (ASX:WSP) and was CPO and CMO of Smooch.io, which was acquired by Zendesk.

Business model

Operata sells software-as-a-service to enterprises, with published pricing, an ROI calculator quantifying the cost of agent downtime, a free 14-day trial offer for performance and CX insights, and a demo-led sales motion. Delivery includes packaged cloud collectors and verified integrations, with forward-deployed engineers available to build integrations for voice AI and CX AI platforms.

Subscription software for enterprise contact center IT and operations teams; the ROI calculator frames cost as an estimated monthly Operata cost set against agent and CCaaS costs.

Traction

The website cites enterprise adoption including four of the top 10 global software companies, two of the top 10 US healthcare organizations, a top three global pharma company, two of the top five UK banks, a top three global travel company and ten Fortune 500 industrials and insurance leaders, and claims support for more than 50 CX, AI, CPaaS and CCaaS platforms. The company was described as already profitable at the time of its 2021 seed round.

Latest developments

Operata is promoting "Overture," positioning observability as the control layer for CX, and has introduced Tenor, an AI agent for insights, dashboard building and root-cause analysis, plus MCP and real-time event stream access from tools such as Claude, ChatGPT and Copilot. Press coverage dated February 2026 reports an $11 million Series A raise.