Operata
Operata is an AI-powered CX Observability SaaS platform for cloud contact centers, correlating real-time telemetry across device, network, media, platform, and AI layers. It serves enterprise IT and contact center operations teams across healthcare, insurance, financial services, energy, and software via usage-based subscription pricing.
- Company typePrivate
- Founded2017
- HeadquartersMelbourne, Australia
- Headcount11–50
- GTM typeB2B
- OfferingSoftware
What Operata does
Operata is an Australian-headquartered SaaS company that has built an AI-powered CX Observability platform purpose-built for cloud contact centers. The platform collects and correlates real-time telemetry across five layers — device, network, media/RTC, platform, and AI — for every customer interaction, producing unified Customer Journey Traces and actionable insights through a proprietary engine called Tenor AI. It is structured as a core platform with six modules (Collection, Monitoring, Assurance, Insights, Agent Experience, Integrations) and a portfolio of add-on modules including CX Copilot (natural-language querying), CX Insights Graph, Voice AI Observability, Agent Copilot, Agent Readiness Test, Playbooks, and the Operata MCP Server for AI-agent connectivity. Operata integrates with more than 50 CX, AI, and contact center platforms — including Amazon Connect, Genesys Cloud CX, NICE CXone, Salesforce, ServiceNow, and Zendesk — and is listed on the Genesys AppFoundry marketplace.
The company sells primarily to enterprise IT operations, contact center operations, and transformation teams at large organizations, with named customers spanning Adobe, 3M, ServiceNow, Accenture, Telstra, Origin Energy, Mercury Energy, Cochlear, IAG, AMP, Shelter Insurance, Experis (Manpower), Boral, Reciprocity Industries, and Everlight Radiology. It reports processing 500M+ interactions, 1B+ agent minutes, and 1T+ CX data points, and cites customer outcomes including a 65% reduction in IT investigation time, up to 4% increase in agent availability, and 99.97% platform uptime over 90 days. Operata is SOC 1, SOC 2 Type 1, SOC 2 Type 2, GDPR, and CCPA compliant.
Commercially, Operata runs a hybrid go-to-market combining enterprise field sales (Calendly-driven demos targeting IT and Ops leaders) with a self-serve free trial motion, distributed through direct sales, its website, and the Genesys AppFoundry marketplace. Pricing is usage-based via a unified per-minute charge on Enterprise and Enterprise+ plans with volume tiers for larger deployments. The company is led by co-founders Romilly Blackburn (CEO), Andy Scott (COO), and John Mitchem (CTO), with a Chief Product Officer (Franco Trimboli) and CX Evangelist (Luke Jamieson) rounding out the leadership team. Operata raised an $11M Series A in February 2026 at a $100M post-money valuation led by Tidal Ventures, following an earlier ~$1.6M round in August 2021, and operates from Melbourne (HQ) and Denver (US regional HQ).
Operata firmographics
Firmographics- Name
- Operata
- Legal name
- Operata Pty Ltd
- Website
- https://operata.com
- Company type
- Private
- Founded year
- 2017
- Operating status
- Operating
- Headcount range
- 11–50 employees
- Short description
- Operata is an AI-powered CX Observability SaaS platform for cloud contact centers, correlating real-time telemetry across device, network, media, platform, and AI layers. It serves enterprise IT and contact center operations teams across healthcare, insurance, financial services, energy, and software via usage-based subscription pricing.
- Ownership category
- akta.pro rank
Operata industry classification
Industry- Product category
- Cloud Contact Center Observability
- NAICS
- Software Publishers (513210), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (5182)
- SIC
- Services-Prepackaged Software (7372), Services-Computer Integrated Systems Design (7373)
- akta.pro primary industry
- Contact Center Speech AI (agent assist, IVR automation) (HDAAAFAL)
- akta.pro secondary industries
- API Management Platforms (API Gateways, Developer Portals) (HDAEAIAA), iPaaS & Workflow Automation (BPAMAOAB), IT Workflow Automation & Orchestration Platforms (HDAEALAF)
Keywords
Where Operata is headquartered
LocationHeadquarters
- HQ city
- Melbourne
- HQ country
- Australia
- HQ region
- Oceania
Offices2 records
Markets served
Operata business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Marketing or Sales, Infrastructure
Revenue model
- Subscription-based SaaS: Operata operates as a SaaS platform with subscription pricing for Enterprise and Enterprise+ plans. The primary revenue model includes a simple unified per-minute charge for Agent Readiness Test and CX Assurance services, with volume-based pricing options for larger deployments.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Usage-based | Monthly | Enterprise and Enterprise+ plans with per-minute usage-based charging |
| Freemium | Monthly | Free trial available for self-serve onboarding |
Go-to-market motion2 records
Distribution channels3 records
Marketing channels7 records
Operata product offering
Product offeringCore offering
Operata provides an AI-powered CX Observability platform purpose-built for cloud contact centers. The platform unifies voice, digital, and workforce signals to help enterprises monitor, diagnose, and improve customer experience performance in real time.
Product overview
Operata is an AI-powered CX Observability platform for cloud contact centers, built as a unified platform with modular components. The core Operata Platform provides the foundational infrastructure for real-time visibility, supported by six platform modules: Collection (data ingestion from 50+ CX products), Monitoring (real-time interaction tracking), Assurance (end-to-end performance testing), Insights (proactive recommendations), Agent Experience (real-time agent guidance), and Integrations (third-party connectivity). On top of the platform, Operata offers add-on modules including CX Copilot (natural language querying powered by Tenor AI™), CX Insights Graph® (actionable analytics), Customer Journey Trace® (correlated interaction timelines), Voice AI Observability (AI-specific monitoring), Agent Copilot (real-time agent guidance), Agent Readiness Test (pre-shift validation), Playbooks (interactive dashboards), and Operata MCP Server® (AI agent context connectivity). The Numéro release extends these capabilities specifically for Genesys Cloud CX environments.
Differentiator
Problem solved
Functional benefit
Products and services
- Operata Cloud CX Observability Platform
Quantifiable outcome
- 65% reduction in IT investigation time
- +5 more outcomes
Companies that use Operata
Customer profileNamed customers15 records
Segments5 records
Ideal customer profiles1 record
Operata technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- Yes
- API docs
- API detail
Core technology
AI maturity
App detail
Integration9 records
AI capability9 records
Feature9 records
Operata partnerships and signals
Strategic signalPartnerships
Three partnerships are on record, tiered core.
- Amazon ConnectcoreFeatured integration partner; Operata provides CX observability for Amazon Connect deployments including real-time monitoring, agent readiness testing, and performance validation.
- GenesyscoreStrategic integration partner with dedicated AppFoundry listing. Operata launched 'Numéro' release for Genesys Cloud CX providing new levels of observability for contact centers.
- NICE CXonecoreFeatured integration partner providing CX observability for NICE CXone deployments.
Scale indicators8 records
Recent moves7 records
Expansion highlights6 records
Operata competitors and assessment
Company assessmentBroad incumbents
- Datadog: Datadog is a leading cloud observability platform spanning APM, infrastructure, logs, and digital experience monitoring. It is comparable to Operata as a broader observability incumbent that could expand into CX/contact-center specific monitoring, posing a direct competitive threat to Operata's niche.
- Dynatrace: Dynatrace is an AI-powered observability platform with application performance, infrastructure, and digital experience modules. Like Operata, it sells AI-driven root cause analytics into enterprise IT operations and could extend into the contact-center observability layer.
- New Relic: New Relic provides APM, infrastructure monitoring, and digital experience monitoring for enterprise engineering teams. It overlaps with Operata on IT operations analytics and could add contact-center-specific capabilities that compete with Operata's CX Observability platform.
- Cisco (AppDynamics / ThousandEyes / Webex Contact Center): Cisco combines AppDynamics for APM, ThousandEyes for network observability, and Webex Contact Center for CCaaS, overlapping directly with Operata across the device, network, and contact-center layers Operata monitors. Cisco's bundled offering is a meaningful competitive risk.
- NICE: NICE is a leading CCaaS and customer experience analytics vendor (NICE CXone) with embedded interaction analytics. Operata integrates with NICE CXone but NICE's native analytics capabilities make it both a partner and a potential competitor.
- Genesys: Genesys is a top-three global CCaaS platform and an Operata AppFoundry partner. Operata's Numéro release is purpose-built for Genesys Cloud CX, but Genesys could expand its own native observability to disintermediate Operata within its installed base.
Direct peers
- Observe.AI: Observe.AI provides conversation intelligence and quality monitoring for contact centers using speech AI. It overlaps with Operata in applying AI to contact-center interaction data, though Observe.AI focuses on conversation quality rather than cross-stack technical observability.
- Calabrio: Calabrio offers workforce engagement management and analytics for contact centers, including quality monitoring and speech analytics. It competes with Operata in providing actionable insights over contact-center interactions and is sold to similar enterprise IT and operations buyers.
- ThousandEyes (Cisco): ThousandEyes provides internet and network observability that feeds into contact-center experience monitoring. Operata's network-layer observability directly competes with ThousandEyes for visibility into network conditions affecting contact-center interactions.
Emerging players
- Cresta: Cresta provides real-time agent assist and AI coaching for contact centers. It overlaps with Operata's Agent Copilot and Voice AI capabilities and targets the same enterprise buyer, though Cresta is centered on conversation AI rather than observability.
Market position
Strengths4 records
Weaknesses5 records
Competitive moat5 records
Key risks6 records
Key highlights7 records
Customer concentration
Operata social profiles
Digital presenceOperata compliance and trust
Trust signalCompliance5 records
Operata financial estimates
Financial estimateRevenue estimate
Valuation estimate
Operata leadership team
Management profileNumber of profiles
Profiles5 records
Operata funding detail
Funding detailFunding overview
Funding rounds3 records
Investors6 records
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Operata M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Operata
What does Operata do?
Operata provides an AI-powered CX Observability platform purpose-built for cloud contact centers. The platform unifies voice, digital, and workforce signals to help enterprises monitor, diagnose, and improve customer experience performance in real time.
Is Operata a public or private company?
Operata is a private company. It is classified as venture growth investor backed and is currently operating.
When was Operata founded?
Operata was founded in 2017. It employs 11 to 50 people.
Where is Operata based?
Operata is headquartered in Melbourne, Australia, in the Oceania region.
How does Operata make money?
One revenue line is on record: subscription-based SaaS.
Who are Operata's main competitors?
Broad incumbents on record are Datadog, Dynatrace, New Relic, Cisco (AppDynamics / ThousandEyes / Webex Contact Center), NICE and Genesys. Direct peers are Observe.AI, Calabrio and ThousandEyes (Cisco). Cresta is listed as an emerging player.
Does Operata have an API?
Yes. Operata offers a public API that enables customers to query insights and data from their CX Observability platform. The API allows integration with business intelligence platforms - specifically mentioned is the ability to feed collected data into Everlight's BI platform. The platform uses the Operata API to pass Contact Flow Logs and Contact Trace Records related to Amazon Connect events. Developer documentation is at docs.operata.com.
What industry is Operata in?
Operata's product category is Cloud Contact Center Observability. Its primary akta.pro industry code is HDAAAFAL, Contact Center Speech AI (agent assist, IVR automation), with a secondary code of HDAEAIAA, API Management Platforms (API Gateways, Developer Portals). Its NAICS code is 513210 and its SIC code is 7372.