Omilia raises $67M Series B to scale voice-based customer support platform

Omilia, an Athens-based customer support automation firm with roots in voice-call automation dating to 2002, closed a $67M Series B funding round led by Expedition Growth Capital. The funding represents significant momentum for a company that has grown annual recurring revenue to $60M—a 10x increase since raising $20M from Grafton Capital in 2020.

Omilia’s thesis: targeted automation over blanket AI deployment

According to TechCrunch, CEO Dimitris Vassos positions Omilia’s approach as distinct from competitors like Sierra, Decagon, and Parloa, which focus on deploying large language models across customer support workflows. Vassos argues that many incoming queries—such as account balance checks—require no LLM inference and that applying generative AI indiscriminately wastes resources and computational cost.

“You may have a bazooka, but if your enemy is near you, you need a knife,” Vassos said, describing Omilia’s multi-tool philosophy for handling different query types at scale. The company’s platform now includes self-learning agents capable of operating across voice calls, chat, and messaging channels.

Unit economics and market expansion

Vassos emphasized that Omilia’s competitive edge stems from unit economics that benefit both the company and its customers. The firm has reached profitability without raising at the scale of competitors, a point of differentiation Vassos highlighted when comparing Omilia to “sexy” AI startups in the generative-AI space.

According to TechCrunch, Omilia serves financial services firms including Capital One, Discover, and RBC, as well as utilities DWP and PSEG. Quick-service restaurants have emerged as a high-growth segment: Omilia has deployed its voice-ordering system across 1,000+ Taco Bell locations and is in talks with two additional major US QSR chains.

The funding will support opening a US office—a region representing a material portion of current revenue—and hiring a chief revenue officer, chief marketing officer, and VP of revenue operations. Omilia currently employs around 500 people and expects headcount expansion as part of the deployment.

Why This Matters

As customer support automation becomes increasingly crowded with generative-AI-first entrants, Omilia’s success suggests market demand for cost-effective, targeted solutions over full-stack LLM deployment. For enterprises evaluating voice automation vendors, Omilia’s $60M ARR run rate and profitability-focused approach offer an alternative to high-burn-rate competitors. The QSR expansion—particularly the scale at Taco Bell—signals that voice-based ordering automation is moving from pilots to production deployment, a shift that could accelerate broader adoption of Omilia’s platform in industries with high-volume, repetitive customer interactions.