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The Gist
- Stealth launch funding. Scala raises $8.5M led by Madrona and FUSE.
- Unified intelligence platform. Introduces an operational layer for hybrid AI-human contact centers.
- CX leader impact. Customer experience leaders gain holistic, actionable insights to manage complexity and drive better outcomes.
Contact center AI has moved beyond chatbots into full operational orchestration — and Scala is betting $8.5 million it can own that layer.
The Bellevue, Washington-based company emerged from stealth on Feb. 11, announcing seed funding co-led by Madrona and FUSE. Scala introduced what it describes as the first operational intelligence platform built specifically for modern contact centers where human agents work alongside AI.
The company was founded by Ardie Sameti, who previously led AI and platform initiatives at healthcare technology company Accolade, and Rajeev Singh, a veteran enterprise technology leader who co-founded Concur Technologies (acquired by SAP for $8.3 billion) and currently serves as CEO of Smartsheet.
Operational Intelligence Becomes Core Contact Center Infrastructure
Operational intelligence platforms now serve as the foundational layer for modern contact centers, unifying data across systems, channels, agents and AI to deliver real-time observability and workflow automation.
As orchestration becomes the key differentiator, these platforms act as connective tissue across routing, analytics, knowledge systems and agent workflows. The rise of AI in contact centers has accelerated demand for unified operational visibility.
Organizations adopting unified service architectures achieve 30% increases in agent efficiency and 97% customer satisfaction.
As humans and AI increasingly work side by side, organizations need an intelligence layer that helps leaders understand what's happening across complex systems, and act with intention.
—Matt McIlwain, Managing Director at Madrona
The Capabilities Scala Brings to Hybrid Contact Centers
According to company officials, Scala aims to address fragmented tools and static dashboards that limit contact center leaders. The platform supports hybrid environments where AI agents handle routine inquiries while human agents manage complex interactions.
| Capability | Description |
|---|---|
| Unified intelligence layer | Integrates data across systems, channels, agents and AI |
| Cross-channel visibility | Monitors operations across human and automated interactions |
| Actionable insights | Connects operational data to diagnostic recommendations |
| Hybrid workforce support | Designed for environments where humans work alongside AI |
Built For Hybrid CX Operations
Scala provides an operational intelligence platform for modern contact centers, unifying data across systems, channels, human agents and AI to connect insight with action. Founded by CX operator Ardie Sameti and enterprise technology leader Raj Singh, the company focuses on helping leaders manage performance, cost and customer outcomes in complex service environments.
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