Performance monitoring and assurance platform Operata has raised $2.2 million in a seed round to help call centres in the shift to remote working operations.
Sydney VC Tidal Ventures led the seed funding supported by Black Nova, Flying Fox Ventures and prominent angels.
The Melbourne software startup, founded in 2018 and already profitable, has bootstrapped thus far. It offers service monitoring and assurance for Amazon Connect, Salesforce and Zendesk and counts Telstra, Boral and AMP among its clients.
Ongoing Covid-19 lockdowns – this afternoon Victorians were told they faced another week-long shutdown, the state’s sixth – have accelerated a push for contact centers to operate with remote agents and the round for Operata will help the venture address increased demand for its software solution amid international growth ambitions.
The startup’s software uses a range of data sources to pinpoint call quality issues, measure customer experience and speed up the path to problem resolution.
Operata CEO Romilly Blackburn said cloud contact centers “are a great fit” for remote working.
“But new tools are needed to get the most from a very dynamic operating environment,” he said.
“Operata monitors technical performance of every minute of every call, surfacing issues and taking action to deliver the best possible agent and customer experience.”
The company’s CTO, John Mitchem said voice quality and performance is critical to modern contact centers
New tools such as bots, transcription, machine learning and voice biometrics all depend on audio quality,” he said.
“It’s critical to measure and manage end-to-end performance in order to get modern call centers right.”
Tidal Ventures Principal Georgie Turner said Operata’s platform is critical to helping cloud-based call centres to function effectively.
“This ensures that call centre agents, no matter where they are, can spend their time resolving customer issues,” she said.
“Tidal has been paying close attention to tools that pull data together from across the technology stack.
“We are attracted to the voice engineering expertise in the Operata team. They have built a critical product that enables the call centre environment to shift remote”