OPERA TECH raises ¥90M to scale AI contact center automation for enterprises
Tokyo-based OPERA TECH has secured ¥90 million in angel funding to push its AI-driven contact center platform deeper into the enterprise. The round was led by investor Nobuhiro Ariyasu, with participation from former executives at Persol, Rakuten, and Mercari. The company will invest in product development, implementation support, and enterprise-grade infrastructure to tackle talent shortages and rising operational costs.
Quick hits
- OPERA TECH focuses on large enterprises in finance, telecom, and infrastructure.
- Flagship product OPERA Contact automates workflows, lead handling, and CRM integration using AI agents.
- Funding strengthens delivery and reliability for enterprise deployments.
Why this matters for customer support leaders
Headcount is tight, volumes are up, and expectations keep rising. Automating predictable work frees your team for edge cases and higher-value conversations. With the right guardrails, AI can reduce wait times and keep quality steady during surges. The bet here: more consistency, lower cost per contact, and clearer data for continuous improvement.
Who is OPERA TECH?
Founded in 2024 and led by CEO Keita Morikawa, OPERA TECH blends enterprise consulting and AI implementation experience-from firms like McKinsey and QuantumBlack. The latest angel round, led by Nobuhiro Ariyasu and joined by former leaders from major tech and HR companies, gives the team fuel to scale. Their focus is squarely on enterprise contact centers with complex processes and strict compliance needs.
What OPERA Contact does
OPERA Contact addresses labor pressure, cost control, and personalization at scale. It's built for deep integration with enterprise CRM platforms so data flows cleanly across calls, chats, and follow-ups.
- OPERA Operator: Automates call reception and targeted responses using AI agents.
- OPERA Coach: Monitors quality and compliance, automating performance checks.
- OPERA Lead: Supports marketing and business strategy work, from lead generation to qualification.
Practical takeaways for support and CX teams
- Contain the routine: Route and resolve common intents with AI to protect agent time for high-stakes cases.
- Stabilize quality: Consistent responses and automated QA help keep standards during spikes.
- Keep context tight: CRM integrations ensure agents and bots share the same customer history.
- Scale on demand: Handle seasonal peaks without scrambling for short-term staffing.
What to check before a pilot
- Integrations: Your CRM, telephony/CCaaS, ticketing, identity, and knowledge base.
- Security/compliance: Data residency, audit logs, access control, and retention policies.
- Human-in-the-loop: Clear handoff rules, escalation paths, and agent override controls.
- Quality: Measurement plan for intent accuracy, tone, compliance, and resolution outcomes.
- Reporting: End-to-end visibility from contact to case closure (including bot/agent mix).
- Total cost: Licenses, usage fees, implementation, change management, and maintenance.
Suggested 30-60 day pilot plan
- Pick 2-3 high-volume, low-risk intents (e.g., balance checks, order status, appointment changes).
- Baseline AHT, FCR, CSAT, containment rate, and cost per contact.
- Integrate CRM, telephony, and knowledge sources; define escalation rules.
- Go live behind guardrails: business hours only, limited cohorts, real-time monitoring.
- Daily reviews for quality and compliance; weekly tuning; expand scope if metrics hold.
Metrics to watch
- Containment rate: % resolved by AI without agent.
- AHT and queue time: Are agents getting more time for complex work?
- FCR and CSAT: Quality holds or improves as automation increases.
- QA compliance: Policy adherence across automated and assisted contacts.
- Cost per contact: Trend down without harming experience.
Risks and safeguards
- Over-automation: Keep clear thresholds for human takeover.
- Data exposure: Limit PII access and log everything.
- Agent adoption: Train workflows, not just features; align incentives with quality.
- Edge cases: Maintain easy escape hatches and transparent handoffs.
Bottom line
OPERA TECH's funding gives its platform room to mature in the enterprise. If you run a high-volume contact center with strict compliance needs, OPERA Contact is worth a structured pilot. Start small, measure hard, and scale what works.
Planning your team's AI upskilling? Explore role-based programs on Complete AI Training to support your rollout.
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