Contenu connexe Similaire à Tracxn - Customer Service Software Sector Landscape Report Similaire à Tracxn - Customer Service Software Sector Landscape Report (20) Tracxn - Customer Service Software Sector Landscape Report2. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Contents
Feed Summary
Investment Trends
Market Details
Exit Outlook
Investors
News
Appendix
2
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3. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Contents
Feed Summary
Investment Trends
Market Details
Exit Outlook
Investors
News
Appendix
3
Feed Summary
Investment Trend Summary
Exit Outlook Summary
BlueBox
Summary of Key Markets
Notable Companies in the Sector
Recent News
4. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Note: Mega Companies includes IPO’d companies, Mega Acquisitions and Unicorn. Data is taken from Tracxn Platform as on April 15, 2019.
Customer Service Software Feed Summary
4
Customer Service Software > Feed Summary
Companies which provide software and platform enabled customer services during and after the purchase of products or
services for both B2C and B2B organizations.
• Inclusions: Companies which provide software and platform enabled
customer services during and after the purchase of products or services for
both B2C and B2B organizations. Support channels include phone call, live
chat(web and in-app), live text, email, social, visual collaboration. It also
includes companies which provide self-service software which includes
customer-centric communities(web and social) and knowledge management
tools for customer service reps and external customers. It also covers
companies which provide software to capture customer feedback across all
interaction channels to improve customer experience and brand loyalty.
• Exclusions: Companies that provides solutions for internal employee
collaboration and networking, Social media management and monitoring
used for marketing and PR activities, Infrastructure for call centers, or VOIP
providers, business phone systems, Call center software for sales, marketing
and telesales activities, Website and mobile based marketing solutions for
customer engagement.
• Excludes funding information of Chinese companies
Feed in Numbers
Overview
$10.1B
Funding
67
Mega
Companies
8203015
FundedCovered on
Tracxn
21
Unicorns
46
Soonicorns
102
Minicorns
45
IPO’d Cos
316
Late Stage Cos
90
230
Acquisitions
307
DeadPooled
6
Acquihired
Series A+ Cos
Nuance
Communications
(1992, Burlington)
Pegasystems
(1983, Cambridge)
Avaya
(2000, Basking Ridge, $400M)
Top Companies
5. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Investment Trend Summary
Summary of Funding Activity in Customer Service Software
5
$150M - Series F
Fuze (2006, Cambridge, $472M)
$77.8M - Series D
Afiniti (2007, Washington D.C., $104M)
$125M - Series D
Intercom (2011, San Francisco, $241M)
$75M - Series E
WalkMe (2011, Tel Aviv, $218M)
$100M - Series G
Freshworks (2010, Chennai, $250M)
$70M - Series E
Medallia (2001, Palo Alto, $325M)
$100M - Series E
Coveo (2005, Quebec City, $170M)
$66M - Series B
Front (2013, San Francisco, $79.2M)
$100M - Series B
Talkdesk (2011, San Francisco, $128M)
$60M - Series C
Drift (2014, Cambridge, $107M)
Top Geos of InvestmentEntrepreneurial Activity Global Funding Trend
*YTD *YTD
Customer Service Software > Feed Summary > Investment Trend Summary
Seed Right Side Capital Management (#5), Seedcamp (#3), Accel (#3)
Series A/B Cisco Investments (#4), M12 (#4), Sequoia Capital (#3)
Series C+
Goldman Sachs Investment Partners (#3), Battery Ventures (#2),
Comcast Ventures (#2)
Incubators Plug and Play Tech Center (#31), Techstars (#18), 500 Startups
(#16)
Other Notable
Investors
Salesforce (#10), Kima Ventures (#8), Bpifrance (#3)
Debt Investors
Western Technology Investment (#12), Hercules Capital (#8),
Silicon Valley Bank (#3)
Most Active InvestorsRecent Investments
321
432 434
189
41
2
2014 2015 2016 2017 2018 2019*
Y-o-Y # of Companies Founded 131 134 160 117 126 30
$7.6B
$752M
$571M
$410M
$346M
US
Europe
Canada
India
Israel
$ Funding
$370M
$1B
$732M
$938M $894M
$1.6B
$1.1B
90
2014 2015 2016 2017 2018 2019*
$ Funding # Rounds
6. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Summary of exit outlook in Customer Service Software
Exit Outlook Summary
66
Most Active AcquirersTop Investors in Exits
Herald Investment
Management
8
Five9 (2001, San Ramon, $84.1M)
8x8 (1987, San Jose, $30.6M)
Accel 5
Qualtrics (2002, Provo, $400M)
Freshworks (2010, Chennai, $250M)
Western Technology
Investment
5
NewVoiceMedia (2000, Basingstoke, $145M)
Chordiant Software (1983, Cambridge, $58M)
Insight Venture
Partners
4
Fuze (2006, Cambridge, $472M)
Qualtrics (2002, Provo, $400M)
Sequoia Capital 4
Qualtrics (2002, Provo, $400M)
Medallia (2001, Palo Alto, $325M)
Nov 2018 Qualtrics Acq by SAP for $8B
Apr 2018 Callcredit Acq by TransUnion for $1.4B
Oct 2017 BroadSoft Acq by Cisco for $1.9B
Aug 2016 Interactive Intelligence Acq by Genesys for $1.4B
May 2016 inContact Acq by NICE Systems for $940M
Oct 2011 RightNow Technologies Acq by Oracle for $1.5B
Jun 2007 Avaya Acq by Silver Lake for $8.2B
Customer Service Software > Feed Summary > Exit Outlook Summary
Verint 9
KANA Software (Jan 2014, $514M), ForeSee (Dec 2018, $58.9M),
Verint (Sep 2011, $42M)
NICE Systems 9
inContact (May 2016, $940M), Merced Systems (Dec 2011,
$150M), Nexidia (Jan 2016, $135M)
Genesys 8
Interactive Intelligence (Aug 2016, $1.4B), Angel.com (Feb
2013, $110M), Altocloud (Feb 2018)
Enghouse 5
Presence Technology (Oct 2016, $17.4M), Envox Group (Oct
2008, $14M), Fluency Voice Technology (Jun 2008)
Avaya 4
Spoken Communication (Jan 2018), KnoahSoft (Apr 2015),
ITNavigator (Oct 2013)
Recent IPOs Top Acquisitions
Upland Software Nov 2014
Cloud-based enterprise work management so…
IPO MCap: $172M
01 Communique Jul 2014
Online helpdesk software
IPO MCap: $156M
Zendesk May 2014
Food services caters to schools
IPO MCap: $632M
LiveChat Apr 2014
Live Chat Software Tool
IPO MCap: -
SurveyMonkey Sep 2018
Online survey and questionnaire platform
IPO MCap: $1.5B
NFON May 2018
Cloud telephony services provider
IPO MCap: $197M
Avaya Jan 2018
Customer & Team Engagement Solutions
IPO MCap: -
Knosys Sep 2015
Knowledge Management Platform
IPO MCap: $10.9M
7. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Marketmap: Customer Service Software
CUSTOMER EXPERIENCE MGMT
FEEDBACK & INTERACTION
SURVEY & MARKET RESEARCH
OMNICHANNEL
HELP DESK
LIVE CHAT
INTERACTION ANALYTICS
VISUAL COMMUNICATION
SUITE
SOCIAL
VIRTUAL AGENTS*
KNOWLEDGE MANAGEMENT
SELF SERVICE
CUSTOMER COMMUNITIES
SUITE
CALL CENTER
WALKTROUGHS
VIRTUAL AGENTS*
ANALYTICS
AGENT PRODUCTIVITY
WORKFORCE OPTIMIZATION
Overview
Companies 3015
Funded 820 Series A+ 316
Funding $10.1B Last 2 yrs $4.5B
Most Active Investors
Seed Right Side Capital Management (5)
Series A/B Cisco Investments (4)
Series C+ Goldman Sachs Investment Partners
(3)
Others Salesforce (10)
Incubators Plug and Play Tech Center (31)
Top Cities
Bay Area 257 Cos $3.5B
Cambridge 18 Cos $696M
Feed in Numbers
Unicorns 21 Soonicorns 46
Minicorns 102 Editor Picks 267
Acquihired 6 Deadpooled 307
Top Companies
Avaya (2000, Basking Ridge, $400M)
Nuance
Communications
(1992, Burlington)
Pegasystems (1983, Cambridge)
Exits
IPOs 45 SurveyMonkey, Zendesk
Acquisitions 230 Avaya, Qualtrics
Top Acquirers Verint, NICE Systems
Customer Service Software > Feed Summary > BlueBox
7
8. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Key Sub Sectors in Customer Service Software Sector
Summary of Key Markets
8
Top Markets of Investment Activity
# Cos on
Platform
Last 2 Years
$ Invested # Round
Help Desk >
Omnichannel 194 $352M 21
Self Service >
Knowledge Management 117 $179M 13
Help Desk >
Live Chat 306 $228M 11
Call Center >
Analytics 86 $127M 17
Interaction Analytics
59 $136M 12
Help Desk > Live Chat >
Virtual Agents 138 $64.7M 20
Feedback Analytics > Customer Experience
Management (CEM) >
Omnichannel
79 $113M 10
Self Service >
Walkthroughs 23 $139M 6
Help Desk >
Live Text 50 $107M 7
Feedback Analytics > Customer Experience
Management (CEM) > Social >
Customer Reviews
90 $101M 7
Sub Sectors
# Cos
Tracked
#
Funded
Total
Funding
Call Center
Companies offering cloud-based inbound, outbound,
and blended calling solutions
596 189 $3.1B
Help Desk
Platform which enables customer support agents to
receive, process and respond to incoming...
1310 330 $2.5B
Feedback Analytics
Companies offering software to capture feedback and
take action to improve customer experience
779 165 $2.3B
Self Service
Companies offering tools for providing self-service
solutions to customers with an agent-less...
210 81 $1.2B
Suite
Companies that offer a comprehensive suite of tools
for customer support across multiple...
41 19 $501M
Interaction Analytics
Companies offering multi-channel customer
interaction analytics solutions
59 29 $359M
Complaints Resolution
Companies offering a platform for resolving customer
complaints and issues with businesses
20 7 $35.2M
Customer Service Software > Feed Summary > Summary of Key Markets
9. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
List of Notable Companies in Customer Service Software
Notable Companies in the Sector (1/2)
9
Note: *(Founded Year, Location, Total Funding)
Customer Service Software > Feed Summary > Notable Companies in the Sector
Public
SurveyMonkey
(1999, Palo Alto, $759M)*
RingCentral
(2003, San Mateo, $55M)
Zendesk
(2007, San Francisco, $85.5M)
Support.com
(1997, Redwood City)
eGain
(1997, Sunnyvale)
Five9
(2001, San Ramon, $84.1M)
Pegasystems
(1983, Cambridge)
LivePerson
(1995, New York City, $2.3M)
NFON
(2009, Munich, $5.3M)
NexJ
(2003, Toronto, $22.9M)
Public
IR
(1988, North Sydney)
Upland Software
(2010, Austin, $31.4M)
01 Communique
(1992, Mississauga)
InVision
(1995, Dusseldorf)
8x8
(1987, San Jose, $30.6M)
ECS Telecom
(1999, Seocho)
Knosys
(2013, Collingwood)
Mattersight
(2006, Chicago, $24M)
CloudCall
(2005, Leicester, $7.4M)
Cicero
(1988, Cary, $1M)
Public
CSG International
(1994, Englewood)
Nuance
Communications
(1992, Burlington)
SDL
(1992, Maidenhead)
Unified Factory
(2014, Warsaw)
Verint
(1994, Melville)
Enalyzer
(2000, Copenhagen)
Flamingo
(2013, Sydney)
OTRS
(2003, Homburg)
InteliWISE
(2005, Sunnyvale)
Invision WFM
(2001, Dusseldorf)
Public
Jacada
(1990, Herzliya)
LiveChat
(2002, Wroclaw)
Netcall
(1996, Hertfordshire)
NICE Systems
(1986, Ra'anana)
Stanusch Technologies
(2007, Ruda Slaska)
Acquired
Avaya
(2000, Basking Ridge, $400M)
Qualtrics
(2002, Provo, $400M)
BroadSoft
(1998, Gaithersburg, $44M)
RightNow Technologies
(1997, Bozeman)
Interactive Intelligence
(1994, Indianapolis)
Callcredit
(1997)
inContact
(1997, Midvale, $7.8M)
Unify
(2008, Munich, $38M)
ShoreTel
(1996, Sunnyvale, $88.3M)
KANA Software
(1996, Dallas)
10. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
List of Notable Companies in Customer Service Software
Notable Companies in the Sector (2/2)
10
Customer Service Software > Feed Summary > Notable Companies in the Sector
Acquired
NewVoiceMedia
(2000, Basingstoke, $145M)
TouchCommerce
(1999, Agoura Hills, $30.9M)
Genesys
(1990, Daly City)
Calabrio
(2007, Minneapolis, $9.3M)
Chordiant Software
(1983, Cambridge, $58M)
Voxeo
(1999, Orlando, $39.1M)
Merced Systems
(2001, Redwood Shores)
BeVocal
(1999, Mountain View, $55M)
Nexidia
(2000, Atlanta, $38.5M)
Angel.com
(1999, Daly City)
Acquired
Parature
(2000, Reston, $29.5M)
Unicorns
Fuze
(2006, Cambridge, $472M)
Medallia
(2001, Palo Alto, $325M)
Freshworks
(2010, Chennai, $250M)
Hootsuite
(2008, Vancouver, $247M)
Intercom
(2011, San Francisco, $241M)
WalkMe
(2011, Tel Aviv, $218M)
Lithium
(2001, San Francisco, $152M)
Talkdesk
(2011, San Francisco, $128M)
Aspect
(1973, Phoenix, $50M)
Deadpooled
Telera Corp. (1998,
Campbell, $2.9M)
Chat And (2010, New York
City, $265k)
12. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
List of Notable Companies by Market in Customer Service Software
Notable Companies by Market (1/15)
12
Customer Service Software > Feed Summary > Notable Companies by Market
Suite
Suite
Freshworks (2010, Chennai, $250M)
Cloud-based business management applications
provider
Unicorn. Stage: Series G
Accel, Sequoia Capital, CapitalG and 1 Other
Investors
Moxie (2006, San Bruno, $66.1M)
Customer Engagement for Sales and support
Soonicorn. Stage: Series C
Foundation Capital, Oak Investment Partners,
Union Grove Venture Partners and 4 Other
Investors
Chordiant Software (1983, Cambridge, $58M)
CRM, BPM, EDM and marketing suite
Stage: Acquired
GM Ventures, Tudor Funds, Battery Ventures and 6
Other Investors
Suite
Aspect (1973, Phoenix, $50M)
Unified Communications and Contact Center
Software
Unicorn. Stage: Acquired
Vista Equity Partners, Oak Investment Partners
BroadSoft (1998, Gaithersburg, $44M)
Unified communication solutions for service
providers and enterprises
Unicorn. Stage: Acquired
New Amsterdam Growth Capital, Meritech Capital
Partners, Bessemer Venture Partners and 17 Other
Investors
Genesys (1990, Daly City)
Omnichannel Contact Centre Solutions
Unicorn. Stage: Acquired
TCV, SVG Capital, Ventech and 6 Other Investors
Interactive Intelligence (1994, Indianapolis)
Unified Communication Solutions for Contact
Centers
Unicorn. Stage: Acquired
Suite
Pegasystems(1983, Cambridge)
Business process and CRM applications
Unicorn. Stage: Public
Herald Investment Management
RightNow Technologies(1997, Bozeman)
Customer Experience Suite
Unicorn. Stage: Acquired
Summit Partners
Verint (1994, Melville)
Cyber intelligence and customer engagement
optimization solution for organization
Soonicorn. Stage: Public
eGain (1997, Sunnyvale)
Cloud based Customer Engagement Solutions
Stage: Public
Sachs Capital, Oak Hill Capital Partners
13. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
List of Notable Companies by Market in Customer Service Software
Notable Companies by Market (2/15)
13
Customer Service Software > Feed Summary > Notable Companies by Market
Suite
Suite
Jacada (1990, Herzliya)
Software solution for customer self service and
agent assisted interactions
Stage: Public
IGP, Jerusalem Venture Partners, The Challenge
Fund-Etgar and 1 Other Investors
KANA Software (1996, Dallas)
Customer Service Software Solutions
Stage: Acquired
Mohr Davidow Ventures, Inventures Group, Draper
Richards and 3 Other Investors
Netcall (1996, Hertfordshire)
Multichannel contact centre and customer
engagement system
Stage: Public
Business Growth Fund
Call Center
Suite
Fuze (2006, Cambridge, $472M)
Cross-platform video conference
Unicorn. Stage: Acquired
Summit Partners, Bessemer Venture Partners,
Wellington Management and 13 Other Investors
Avaya (2000, Basking Ridge, $400M)
Customer & Team Engagement Solutions
Unicorn. Stage: Public
CPP Investment Board, Warburg Pincus, ValueAct
Capital and 2 Other Investors
NewVoiceMedia (2000, Basingstoke, $145M)
Cloud based Contact Centre Solutions
Soonicorn. Stage: Acquired
Bessemer Venture Partners, TCV, Highland Capital
Partners and 11 Other Investors
Suite
ShoreTel (1996, Sunnyvale, $88.3M)
IP phone systems and unified communications
solutions
Stage: Acquired
Crosspoint Venture Partners, Lehman Brothers,
Foundation Capital and 7 Other Investors
Five9 (2001, San Ramon, $84.1M)
Cloud based contact center software
Soonicorn. Stage: Public
Adams Street Partners, Sapphire Ventures,
Hummer Winblad Venture Partners and 6 Other
Investors
RingCentral (2003, San Mateo, $55M)
Cloud Based Communications and Contact Center
solutions
Soonicorn. Stage: Public
RTP Ventures, Sequoia Capital, Khosla Ventures and
11 Other Investors
14. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
List of Notable Companies by Market in Customer Service Software
Notable Companies by Market (3/15)
14
Customer Service Software > Feed Summary > Notable Companies by Market
Call Center
Suite
Voxeo (1999, Orlando, $39.1M)
IVR and Customer Service Solutions PaaS
Stage: Acquired
North Atlantic Capital, Florida Growth Fund,
Crosspoint Venture Partners and 2 Other Investors
Unify (2008, Munich, $38M)
Software based Enterprise Unified
Communications
Stage: Acquired
Hercules Capital, The Gores Group, OVP Venture
Partners and 1 Other Investors
8x8 (1987, San Jose, $30.6M)
Cloud based business communications platform
Unicorn. Stage: Public
Herald Investment Management
Knowlarity (2009, Gurgaon, $26.2M)
Cloud based telephony service provider for SMEs
Soonicorn. Stage: Series C
BlackSoil, Trifecta Capital, Sequoia Capital and 11
Other Investors
Suite
inContact (1997, Midvale, $7.8M)
Cloud Based Contact Centre Software
Stage: Acquired
Unify
NFON (2009, Munich, $5.3M)
Cloud telephony services provider
Minicorn. Stage: Public
Activate Venture Partners, BayernLB Capital
Partner, HTGF and 4 Other Investors
CSG International (1994, Englewood)
Convergent Charging, Rating and Billing platform
Unicorn. Stage: Acquired
Arcapita, Metalmark Capital, Trident Capital
Vocalcom (1996, Paris)
Omnichannel enterprise communication solutions
Soonicorn. Stage: Acquired
Nextiva (2005, Phoenix)
Business VoIP Phone Systems
Soonicorn. Stage: Series A
Suite
NICE Systems (1986, Ra'anana)
Intent-based solutions to capture and analyze client
interactions and transactions for businesses
Unicorn. Stage: Public
Angel.com (1999, Daly City)
On-demand IVR and call center solutions
Stage: Acquired
ECS Telecom (1999, Seocho)
Enterprise communication and contact center
solutions
Stage: Public
15. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
List of Notable Companies by Market in Customer Service Software
Notable Companies by Market (4/15)
15
Customer Service Software > Feed Summary > Notable Companies by Market
Call Center
Front End
Talkdesk (2011, San Francisco, $128M)
Browser based call center
Unicorn. Stage: Series B
Viking Global Investors, DFJ, Storm Ventures and 4
Other Investors
Personalization
Contact Solutions (2002, Reston, $46M)
On-demand Contact Automation Solutions
Soonicorn. Stage: Acquired
Guidepost Growth Equity
Workforce Optimization
Calabrio (2007, Minneapolis, $9.3M)
Workforce Optimization Software for contact
centers
Stage: Acquired
Split Rock Partners, BlueStream Ventures, Cisco
Investments and 2 Other Investors
Cicero (1988, Cary, $1M)
Back office and contact center analytics
Stage: Public
InVision (1995, Dusseldorf)
Workforce management software for call centers
Stage: Public
Herald Investment Management
Invision WFM (2001, Dusseldorf)
Workforce management for contact centers
Stage: Public
16. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
List of Notable Companies by Market in Customer Service Software
Notable Companies by Market (5/15)
16
Customer Service Software > Feed Summary > Notable Companies by Market
Call Center
Workforce Optimization
Merced Systems (2001, Redwood Shores)
Sales & Service Performance Management
Stage: Acquired
Western Technology Investment, Sutter Hill
Ventures
Agent Productivity
NVoq (2000, Boulder, $57.3M)
Cloud based Speech Recognition Solutions
Soonicorn. Stage: Series C
NexJ (2003, Toronto, $22.9M)
Customer management solution for financial
industries
Stage: Public
CustomerMatrix (2013, New York City, $19.5M)
Cognitive computing platform for CRM team
Soonicorn. Stage: Series B
HSBC Group, Aster Capital, True Global Ventures
and 3 Other Investors
CloudCall (2005, Leicester, $7.4M)
Cloud based business telephony services provider
Stage: Public
Barclays, Herald Investment Management
Testing
Cyara (2006, Redwood City, $25M)
Omnichannel customer experience testing platform
Soonicorn. Stage: Series A
PeakSpan Capital, Greenspring Associates, Cordish
Dixon Private Equity Partners
IR (1988, North Sydney)
Solutions for unified communications and
prognosis of contact centers
Stage: Public
17. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
List of Notable Companies by Market in Customer Service Software
Notable Companies by Market (6/15)
17
Customer Service Software > Feed Summary > Notable Companies by Market
Call Center
Virtual Agents
Interactions (2004, Franklin, $167M)
Automated Omnichannel Customer care
Soonicorn. Stage: Series D
Revolution, NewSpring Capital, Comcast Ventures
and 11 Other Investors
Nuance Communications (1992, Burlington)
Provides various linguistic solutions for enterprises
Unicorn. Stage: Acquired
Canvas Ventures, Motorola Mobility, Intel and 9
Other Investors
Unified Factory (2014, Warsaw)
Customer Service Automation
Editor's Pick. Stage: Public
InteliWISE (2005, Sunnyvale)
Virtual Agents and Contact Centre Solutions
Stage: Public
Intel Capital
Analytics
Cogito Corporation (2007, Boston, $71.6M)
Mood analysis tool to improve health, sales and
service performance
Soonicorn. Stage: Series C
Hearst, Battery Ventures, Goldman Sachs
Investment Partners and 7 Other Investors
CallMiner (2002, Fort Myers, $62.8M)
Conversational Analytics Software Solutions
Soonicorn. Stage: Series D
NewSpring Capital, Sigma Partners, Intersouth
Partners and 7 Other Investors
Nexidia (2000, Atlanta, $38.5M)
Multichannel Contact Center Interaction Analytics
Software
Stage: Acquired
BlueCross BlueShield Venture Partners, Sandbox
Industries, HarbourVest Partners and 8 Other
Investors
Analytics
Mattersight (2006, Chicago, $24M)
SaaS based Enterprise Analytics Solutions
Stage: Acquired
Hercules Capital, Investor Growth Capital, Sutter
Hill Ventures and 2 Other Investors
18. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
List of Notable Companies by Market in Customer Service Software
Notable Companies by Market (7/15)
18
Customer Service Software > Feed Summary > Notable Companies by Market
Call Center
Crowdsourced Agents
LiveOps (2000, Redwood City, $51M)
Cloud Contact and Virtual Call Centre Software
Soonicorn. Stage: Acquired
Comerica, Benchmark, Menlo Ventures and 8 Other
Investors
Mobile First App
Aircall (2014, New York City, $40.6M)
SaaS based call center software solution
Soonicorn. Stage: Series B
Draper Esprit, Balderton Capital, Newfund and 12
Other Investors
IVR
Telera Corp. (1998, Campbell, $2.9M)
Voice Web application platform for advanced voice
applications
Stage: Deadpooled
Clear Ventures, Western Technology Investment,
Focus Ventures and 2 Other Investors
19. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
List of Notable Companies by Market in Customer Service Software
Notable Companies by Market (8/15)
19
Customer Service Software > Feed Summary > Notable Companies by Market
Help Desk
Omnichannel
Gladly (2014, San Francisco, $118M)
Unified communications platform
Soonicorn. Stage: Series D
Future Fund, Glynn Capital, Greylock Partners and 6
Other Investors
Zendesk (2007, San Francisco, $85.5M)
Food services caters to schools
Soonicorn. Stage: Public
Redpoint Ventures, GGV Capital, Charles River
Ventures and 7 Other Investors
Whispir (2002, Melbourne, $25.8M)
Conversation platform for businesses
Soonicorn. Stage: Series B
MDI Ventures, Telstra Global, NSI Ventures and 6
Other Investors
Freshdesk (2010, Chennai)
Cloud-based customer helpdesk solutions
Soonicorn. Stage: Unfunded
Omnichannel
ManageEngine (1995, Pleasanton)
Enterprise IT Management and Customer Support
Software
Soonicorn. Stage: Funded
Randvest Capital
Callcredit (1997)
Omnichannel help desk solution
Editor's Pick. Stage: Acquired
Fisher Lynch Capital
Social
Hootsuite (2008, Vancouver, $247M)
Social Media Management System
Unicorn. Stage: Series B
Canadian Imperial Bank of Commerce, Fidelity
Investments, Accel and 14 Other Investors
Sprout Social (2009, Chicago, $104M)
Social Media Management & Engagement Tools
Soonicorn. Stage: Series D
Future Fund, New Enterprise Associates, Goldman
Sachs Investment Partners and 1 Other Investors
Sparkcentral (2011, San Francisco, $41.4M)
Social Customer Service Platform
Soonicorn. Stage: Series C
LRM, Group MC, Split Rock Partners and 3 Other
Investors
20. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
List of Notable Companies by Market in Customer Service Software
Notable Companies by Market (9/15)
20
Customer Service Software > Feed Summary > Notable Companies by Market
Help Desk
Social
Falcon.io (2010, Copenhagen, $25.3M)
Customer experience management platform built
on social media marketing tools
Soonicorn. Stage: Acquired
Prime Ventures, Northcap Partners, Target
Partners
Conversocial (2009, New York City, $22.9M)
Coud based Social Customer Service Solutions
Soonicorn. Stage: Series B
Dawn Capital, Octopus Ventures, Draper Esprit and
2 Other Investors
Mobile App Enablers
Helpshift (2011, Pune, $38.2M)
Mobile First Customer Service Helpdesk
Soonicorn. Stage: Series B
Cisco Investments, Intel Capital, Nexus Venture
Partners and 5 Other Investors
Virtual Agents
Flamingo (2013, Sydney)
Virtual Customer Assistants for insurance &
financial services
Stage: Acquired
Breakthrough Lab
21. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
List of Notable Companies by Market in Customer Service Software
Notable Companies by Market (10/15)
21
Customer Service Software > Feed Summary > Notable Companies by Market
Help Desk
Agent Productivity
Stella Connect (2010, New York City, $50.1M)
Customer support agent productivity optimization
solution
Soonicorn. Stage: Series C
Zendesk, Harbert Management, Comcast Ventures
and 17 Other Investors
Open Source
OTRS (2003, Homburg)
Open Source Help Desk solutions and ITSM
Stage: Public
Live Chat
Intercom (2011, San Francisco, $241M)
Customer communication and Retention Platform
Unicorn. Stage: Series D
GV, Bessemer Venture Partners, Index Ventures and
15 Other Investors
iAdvize (2010, Nantes, $56M)
Live chat solution for online visitors
Soonicorn. Stage: Series C
Idinvest Partners, Bpifrance, Quadrille Capital and 4
Other Investors
Pypestream (2015, New York City, $35M)
Develops AI-based solutions to automate various
business processes
Soonicorn. Stage: Series B
Berkley, Rick Braddock, The Chatterjee Group and 4
Other Investors
22. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
List of Notable Companies by Market in Customer Service Software
Notable Companies by Market (11/15)
22
Customer Service Software > Feed Summary > Notable Companies by Market
Help Desk
Live Chat
TouchCommerce (1999, Agoura Hills, $30.9M)
Online Interaction Optimization
Soonicorn. Stage: Acquired
Sierra Ventures, Dolphin Equity Partners, Hudson
Venture Partners and 4 Other Investors
LivePerson (1995, New York City, $2.3M)
Real-time Customer Engagement Solutions.
Stage: Public
Gimv, Dawntreader, Silicon Alley Venture Partners
and 6 Other Investors
Chat And (2010, New York City, $265k)
SaaS-based collaborative chat application
Stage: Deadpooled
01 Communique (1992, Mississauga)
Online helpdesk software
Stage: Public
BEST Funds
Live Chat
LiveChat (2002, Wroclaw)
Live Chat Software Tool
Stage: Public
Tar Heel Capital
Stanusch Technologies (2007, Ruda Slaska)
Virtual assistants solutions provider
Stage: Public
Visual Communication
CafeX Communications (2013, New York City,
$49.6M)
Real Time Collaboration Solutions
Soonicorn. Stage: Series C
Rakuten Capital, Intel Capital, Illuminate Ventures
and 8 Other Investors
23. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
List of Notable Companies by Market in Customer Service Software
Notable Companies by Market (12/15)
23
Customer Service Software > Feed Summary > Notable Companies by Market
Self Service
Knowledge Management
Coveo (2005, Quebec City, $170M)
Knowledgebase management through big data
analytics and enterprise search
Soonicorn. Stage: Series E
IQ Venture Advisors, Tandem Expansion Fund, BDC
and 5 Other Investors
Artificial Solutions (2001, Barcelona, $34.5M)
Platform for Natural Language Interaction
development
Soonicorn. Stage: Series D
Scope Capital Advisory, Western Technology
Investment
Bloomfire (2010, Austin, $32.8M)
SaaS workplace collaboration tool for sales and
support reps
Soonicorn. Stage: Series B
Austin Ventures, Silver Creek Ventures, Redpoint
Ventures and 2 Other Investors
Knowledge Management
Upland Software (2010, Austin, $31.4M)
Cloud-based enterprise work management
software
Soonicorn. Stage: Public
Wells Fargo Capital Finance, CIT Bank, Grapeland
State Bank and 7 Other Investors
Parature (2000, Reston, $29.5M)
Multichannel Customer Service Helpdesk
Stage: Acquired
Accel, Sierra Ventures, Valhalla Partners and 2
Other Investors
Knosys (2013, Collingwood)
Knowledge Management Platform
Minicorn. Stage: Public
Support.com (1997, Redwood City)
Cloud based software for technical support
Stage: Public
Accel, Herald Investment Management
Customer Communities
Lithium (2001, San Francisco, $152M)
Social Customer Experience Management Software
Unicorn. Stage: Acquired
Hercules Capital, New Enterprise Associates,
Sapphire Ventures and 17 Other Investors
Mzinga (2007, Burlington, $42.5M)
Workplace and customer communities solutions
Soonicorn. Stage: Series D
Bluecrest Capital Finance, W Capital Partners, GE
Equity and 1 Other Investors
Vision Critical (2003, Vancouver, $39.5M)
Customer Intelligence Platform for community
insights
Soonicorn. Stage: Series C
Georgian Partners, Northleaf Capital Partners,
Kensington Capital Partners and 6 Other Investors
24. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
List of Notable Companies by Market in Customer Service Software
Notable Companies by Market (13/15)
24
Customer Service Software > Feed Summary > Notable Companies by Market
Self Service
Walkthroughs
WalkMe (2011, Tel Aviv, $218M)
Interactive Website Guidance System
Unicorn. Stage: Series F
EDBI, Insight Venture Partners, Mangrove Capital
Partners and 5 Other Investors
Whatfix (2010, Bangalore, $18.1M)
Online self service tool for interactive how-to
guides
Soonicorn. Stage: Series B
Eight Roads Ventures, FPrime Capital Partners,
Cisco Investments and 34 Other Investors
Remote Support
BeVocal (1999, Mountain View, $55M)
Automated customer service with voice and data
applications
Stage: Acquired
ArrowPath Venture Partners, Mayfield, TCV and 3
Other Investors
Feedback Analytics
Customer Experience Management (CEM)
Medallia (2001, Palo Alto, $325M)
Customer Experience Management SaaS Company
Unicorn. Stage: Series E
Sequoia Capital, Saints Capital, TriplePoint Venture
Growth
Clarabridge (2006, Reston, $125M)
Customer Intelligence Platform
Soonicorn. Stage: Series D
General Catalyst Partners, Summit Partners,
Grotech Ventures and 5 Other Investors
BirdEye (2012, Sunnyvale, $33M)
Business Reputation and customer experience
solutions
Soonicorn. Stage: Series B
World Innovation Lab, Trinity Ventures, Marc
Benioff and 9 Other Investors
OpinionLab (1996, Chicago, $15M)
Voice of Customer Feedback Solutions
Soonicorn. Stage: Acquired
SSM Partners, Industry Ventures
25. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
List of Notable Companies by Market in Customer Service Software
Notable Companies by Market (14/15)
25
Customer Service Software > Feed Summary > Notable Companies by Market
Feedback Analytics
Customer Experience Management (CEM)
MaritzCX (2014, South Jordan)
Big Data architecture for customer feedback
management
Soonicorn. Stage: Funded
Allegis Cyber, Rembrandt Venture Partners
Survey Tools + Market Research
SurveyMonkey (1999, Palo Alto, $759M)
Online survey and questionnaire platform
Unicorn. Stage: Public
T. Rowe Price, Morgan Stanley, Baillie Gifford and
20 Other Investors
Qualtrics (2002, Provo, $400M)
Online Market research and customer feedback
software
Unicorn. Stage: Acquired
Insight Venture Partners, Accel, Sequoia Capital
Satmetrix (1997, San Mateo, $26.7M)
Customer Experience Management Software
Soonicorn. Stage: Series B
Sutter Hill Ventures, Stanford University, Aspen
Ventures and 2 Other Investors
Confirmit (1996, Oslo)
Customer and employee feedback and market
research solutions
Soonicorn. Stage: Funded
East Peak Capital
Survey Tools + Market Research
Enalyzer (2000, Copenhagen)
Survey software
Stage: Public
26. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
List of Notable Companies by Market in Customer Service Software
Notable Companies by Market (15/15)
26
Customer Service Software > Feed Summary > Notable Companies by Market
Interaction Analytics
Interaction Analytics
SDL (1992, Maidenhead)
Provides translation/localization products and
tech-enabled services
Soonicorn. Stage: Public
Doughty Hanson, Invision Private Equity, Herald
Investment Management
27. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
List of Notable Companies in Customer Service Software in China
Notable Companies in the Sector in China
27
Customer Service Software > Feed Summary > Notable Companies in the Sector in China
Public
HollyCRM
(2002, Beijing)
28. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Recent News in Customer Service Software Sector
Recent News
28
Customer Service Software > Feed Summary > Recent News
Apr 2019
Afiniti Commended by Frost & Sullivan for its Vision of Using AI to
Strategically Match Customers with Service Agents in Contact
Centers, PR Newswire
Apr 2019
MoneySuperMarket secures broker partners for new remortgage
platform, Financial Reporter
Apr 2019
Numonix Receives 2019 INTERNET TELEPHONY Product of the
Year Award, PRWeb
Apr 2019
Avaya Extends AI and Cloud Integration with Google Cloud,
directorsclub.news
Apr 2019
Hiver Appoints Michael Benayounas VP of Business Development,
DIGITAL TERMINAL
Apr 2019
Avaya Envisions the Future of Life-Saving Healthcare Technologies
at EENA Conference 2019, DIGITAL TERMINAL
Apr 2019
Total Administrative Services Corporation Leverages NICE Cloud
Portfolio to Improve Customer Experience and Expand Employee
Engagement, Business Wire
Apr 2019
Zappix Inc. Offers BPO Vendors Innovative Monetization
Opportunities via On-Demand Self-Service Solutions, PRWeb
Apr 2019
Limitless raises $6.55 million Series A to take AI powered crowd-
sourcing platform global, TechStartups.com
Apr 2019
Startup Front Shakes Up Pricing To Take Its Email Collaboration
Mainstream, Forbes
Apr 2019 Audax invests in Astute Inc, PE Hub
Key Recent News Key Recent News
Apr 2019
WalkMe Unveils Unprecedented Data Highlighting Where
Employees Struggle in Business Processes, PR Newswire
Apr 2019
Digital Finance Awards 2019: An Artificial Intelligence solution
created by YSEOP for Societe Generale wins the award for the most
innovative initiative of the year, Business Wire
Apr 2019
RingCentral named Official Business Communications partner of
Oakland A's, Telecompaper
Apr 2019
Neuberger nominates directors at Verint Systems as it seeks clarity
on strategy, Reuters
Apr 2019
Artificial Solutions Enables CIOs to Take Control of the
Conversational AI Landscape With Teneo Fusion, PR Newswire
Apr 2019
Talkdesk Partners with Mitel for MiCloud Connect CX,
destinationcrm.com
Apr 2019
QBE North America Uses Hi Marley for AI-driven Claims Texting,
iireporter.com
Apr 2019
Netcore Acquires Quinto.ai, an AI Chatbot Start-up in an All IP and
Talent Deal, Business Wire India
Apr 2019
Verint Rejects Neuberger Berman's Call to Replace Directors,
BloombergQuint
Apr 2019
Genesys Expands Support for Google Cloud Contact Center AI
Across All Three Customer Experience Platforms, directorsclub.news
Apr 2019
Bright Pattern Announces Partnership with PTP to Power Digital
Transformation for Contact Centres, directorsclub.news
29. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Contents
Feed Summary
Investment Trends
Market Details
Exit Outlook
Investors
News
Appendix
29
Funding Trends
Median Deal Size and Trend
New Entrants in Funding Club
Distribution of companies by Funding Range
Funding Funnel of the Sector
Top Investments and Investors
Investors in Unicorn club
30. Some more Sector Reports you might want to check out
Join 4000+ people taking sharper decisions with Tracxn
MMORPG
Mar 2019
Second Hand Goods
Mar 2019
Coupons and Deals
Mar 2019
31. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Investments ($M) and number of rounds in Customer Service Software; 2012-2019
Global Funding Trends (1/2)
31
Note: Funding excludes Grant, Debt and Post IPO rounds. Excludes all details for Chinese companies
Customer Service Software > Investment Trends > Global Funding Trends
#Rounds
$Funding
3 Year CAGR
6 Year CAGR 2% # of Rounds20% $ Funding
5% # of Rounds
30% $ Funding
$370M
$539M
$1.1B
$1B
$732M
$938M $894M
$1.6B
$1.1B
0
20
40
60
80
100
120
140
160
180
$0k
$200M
$400M
$600M
$800M
$1.B
$1.2B
$1.4B
$1.6B
$1.8B
2012 2013 2014 2015 2016 2017 2018 2019*
$ Funding Predicted $ Funding # Rounds Predicted # Rounds
32. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
52 59 72 78 87 63 45 7
34
28
47
43 59
46 62
17
8 16 12 13 14 8
19 6
2012 2013 2014 2015 2016 2017 2018 2019 YTD
Seed Early Stage Late Stage
94
30
Total # of Rounds
$30M $23M $53M $54M $64M $36M $39M $10M
$335M $764M
$443M $279M $405M
$368M $724M $142M
$175M $319M $530M $399M $470M $490M $849M $218M
2012 2013 2014 2015 2016 2017 2018 2019 YTD
Seed Early Stage Late Stage
32
Note: Mega Rounds = rounds with size > $20M. Funding excludes Grant, Debt and Post IPO rounds. Excludes all details for Chinese companies
Stage-wise Number of RoundsStage-wise $ Invested
New Entrants in Funded Club
Global Funding Trends (2/2)
Investments ($M) and number of rounds in Customer Service Software; 2012-2019
Customer Service Software > Investment Trends > Global Funding Trends
105
62
63
72
58
39 9 408
$2.4M
$3.2M
$0.0M
$1.0M
$2.0M
$3.0M
$4.0M
$5.0M
$6.0M
$7.0M
0
50
100
150
200
250
300
350
400
450
2013 2014 2015 2016 2017 2018 2019 YTD Total
Entrants in Funding Club Avg. Ticket Size
$2.4M $1.7M $1.9M $2.5M $2M $5.2M $6.4M $3.2M
$227M
$388M
$895M
$756M
$407M
$528M
$594M
$1.2B
$680M
15
0
5
10
15
20
25
0
200000000
400000000
600000000
800000000
1E+09
1.2E+09
1.4E+09
2012 2013 2014 2015 2016 2017 2018 2019 YTD
$ Funding Predicted $ Funding # of Rounds Predicted # Rounds
Mega Rounds
10 9 10 10 12 11 21 5
$539M
$370M
Total $ Invested
33. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201933
Customer Service Software > Investment Trends > Funding Trends by Geography
Investments ($M) and number of rounds in Customer Service Software
Funding Trends by Geography
Funding Trends by Geography Top Cities of Funding
City $ Funding # Rounds
Bay Area 3.5B 265
Cambridge 696M 25
Provo 494M 8
Basking Ridge 400M 2
New York City 383M 76
Vancouver 311M 20
Tel Aviv 309M 27
Chennai 280M 18
Seattle 214M 31
Quebec City 171M 7
Total Funding
741
265
60
88
39
9
8
17
# Rounds
$7.6B
$752M
$571M
$410M
$346M
$35.5M
$30.3M
$24.4M
US
Europe
Canada
India
Israel
New
Zealand
Australia
SEA
Note: Excludes funding information of China companies
34. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201934
Trend of Average Deal Size ($M)
$0.8
$0.5
$1.0 $1.0 $1.2
$0.9 $1.1
2012 2013 2014 2015 2016 2017 2018
Customer Service Software > Investment Trends > Median Deal Size and Trend
Median and Average Deal Size in $M (per Stage) in Customer Service Software; 2012-2018
Median Deal Size and Trend
Note: Excludes funding information of Chinese companies. *Graph not to scale
Median Deal Size and Range
$2.5K* $7.6M
$175K $70M
$250K $444M
$576K $250M
$30M
$11.1M
$5M
$591K
Series C+
Series B
Series A
Seed
Stage
$12.1
$77.5
$22.0
$11.9 $9.4 $10.6
$27.1
$29.2 $22.8
$48.2
$36.3 $39.1
$61.3
$47.1
$11.2
$4.2 $3.6 $5.4 $6.9 $8.6 $7.1
35. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Note: 318 companies with undisclosed funding amount are not included
35
<$1M
$1-10M
$10-50M
$50-100M
$100M+
Funding Range
133
203
130
22
20
No. of Companies
Customer Service Software > Investment Trends > Distribution of companies by Funding Range
No. of companies by funding range in Customer Service Software; as of Apr 2019
Distribution of companies by Funding Range
$46M
$735M
$3.1B
$1.5B
$4.7B
$ Investment
36. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Stage No. of Companies
Funding
Funnel
100%
27%
10%
5%
3%
36
Note: Numbers in the brackets show the count of companies
Time to raise
next round
90
162
316
820
3015
Series C+
Series B
Series A
Funded
Founded
Next
Round
100M+
Valuation
Exits
Acqui-
Hired
Dead
Pooled
Others
27% 3%
(103)
2%
(68)
0%
(6)
10%
(303)
63%
(1886)
39% 12%
(95)
7%
(61)
0%
(4)
6%
(47)
55%
(453)
51% 21%
(65)
9%
(30)
- 2%
(7)
47%
(147)
56% 38%
(61)
17%
(28)
- 3%
(5)
41%
(67)
- 44%
(40)
20%
(18)
- 3%
(3)
31%
(28)
Customer Service Software > Investment Trends > Funding Funnel
Number of companies progressing to subsequent funding stages in Customer Service Software
Funding Funnel
17 Months
23 Months
25 Months
Investment backedBootstrapped
46
21
156
39
74
6
Soonicorns
Unicorns
Acquisitions
IPOs
37. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201937
Note: Seed Stage (Seed, Angel), Early Stage (Series A, Series B), Late Stage (Series C+, PE)
Customer Service Software > Investment Trends > Notable Investments in last 24 months
Major funding rounds by Stage in Customer Service Software; Apr 2017-Apr 2019
Notable Investments in last 24 months (1/9)
LATE STAGE
$150M - Series F May 2018
Fuze (2006, Cambridge, $472M)
Cross-platform video conference
Summit Partners, Bessemer Venture Partners
$125M - Series D Mar 2018
Intercom (2011, San Francisco, $241M)
Customer communication and Retention Platform
GV, Bessemer Venture Partners, Index Ventures,
Kleiner Perkins
$100M - Series G Jul 2018
Freshworks (2010, Chennai, $250M)
Cloud-based business management applications
provider
Accel, Sequoia Capital, CapitalG
$100M - Series E Apr 2018
Coveo (2005, Quebec City, $170M)
Knowledgebase management through big data
analytics and enterprise search
LATE STAGE
$77.8M - Series D Oct 2018
Afiniti (2007, Washington D.C., $104M)
AI-based customer interaction analytics solution
GAM, Zeke Capital Advisors, Ivan Seidenberg, Fred
Ryan
$75M - Series E Jul 2017
WalkMe (2011, Tel Aviv, $218M)
Interactive Website Guidance System
Insight Venture Partners, Scale Venture Partners,
Giza Venture Capital, Mangrove Capital Partners
$70M - Series E Mar 2019
Medallia (2001, Palo Alto, $325M)
Customer Experience Management SaaS Company
$60M - Series C Apr 2018
Drift (2014, Cambridge, $107M)
Customer Segmentation and Engagement platform
Sequoia Capital, General Catalyst Partners, Charles
River Ventures
LATE STAGE
$51.5M - Series D Feb 2019
Zipwhip (2007, Seattle, $92.5M)
Two way text messaging from mobiles, landlines and
toll-free numbers
M12, Voyager Capital, OpenView, Goldman Sachs
Investment Partners
$50M - Series D Jan 2019
Gladly (2014, San Francisco, $118M)
Unified communications platform
Future Fund, Glynn Capital, Greylock Partners, GGV
Capital, New Enterprise Associates
$40.5M - Series D Dec 2018
Sprout Social (2009, Chicago, $104M)
Social Media Management & Engagement Tools
Future Fund, New Enterprise Associates, Goldman
Sachs Investment Partners
$40M - Series F Sep 2018
WalkMe (2011, Tel Aviv, $218M)
Interactive Website Guidance System
Insight Venture Partners, Mangrove Capital Partners
38. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201938
Note: Seed Stage (Seed, Angel), Early Stage (Series A, Series B), Late Stage (Series C+, PE)
Customer Service Software > Investment Trends > Notable Investments in last 24 months
Major funding rounds by Stage in Customer Service Software; Apr 2017-Apr 2019
Notable Investments in last 24 months (2/9)
LATE STAGE
$37.6M - Series C Oct 2017
iAdvize (2010, Nantes, $56M)
Live chat solution for online visitors
Idinvest Partners, Bpifrance, Quadrille Capital
$37M - Series C Jul 2018
Cogito Corporation (2007, Boston, $71.6M)
Mood analysis tool to improve health, sales and
service performance
Goldman Sachs Investment Partners, Salesforce,
OpenView
$36M - Series C Apr 2017
Gladly (2014, San Francisco, $118M)
Unified communications platform
New Enterprise Associates, GGV Capital, Greylock
Partners
LATE STAGE
$35M - Series C Jan 2019
Kustomer (2015, New York City, $73.5M)
Customer centric relations platform for customer
support
Battery Ventures, Redpoint Ventures, Canaan
Partners, BOLDstart Ventures, Social Leverage, Cisco
Investments
$30M - PE Nov 2018
SysAid (2002, Tel Aviv, $30M)
ITSM Solutions Provider
IGP
$30M - Series E May 2017
Fuze (2006, Cambridge, $472M)
Cross-platform video conference
$24.4M - PE Feb 2018
SmartAction (2002, El Segundo, $24.4M)
Provides AI-enabled platform for omnichannel
customer service
Staley Capital Management, TVC Capital
LATE STAGE
$22.5M - Series C Sep 2017
Zipwhip (2007, Seattle, $92.5M)
Two way text messaging from mobiles, landlines and
toll-free numbers
OpenView, Voyager Capital, M12
$18.8M - Series C Oct 2018
NVoq (2000, Boulder, $57.3M)
Cloud based Speech Recognition Solutions
$15.8M - Series D Oct 2018
Artificial Solutions (2001, Barcelona, $34.5M)
Platform for Natural Language Interaction
development
$11.2M - Series C Mar 2019
Stella Connect (2010, New York City, $50.1M)
Customer support agent productivity optimization
solution
Zendesk, Harbert Management, Comcast Ventures,
Battery Ventures, Gotham Ventures, Toba Capital,
Norwest Venture Partners, Green D Ventures, RRE
Ventures, Forte Ventures
39. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201939
Note: Seed Stage (Seed, Angel), Early Stage (Series A, Series B), Late Stage (Series C+, PE)
Customer Service Software > Investment Trends > Notable Investments in last 24 months
Major funding rounds by Stage in Customer Service Software; Apr 2017-Apr 2019
Notable Investments in last 24 months (3/9)
LATE STAGE
$10M - Series F Nov 2018
WalkMe (2011, Tel Aviv, $218M)
Interactive Website Guidance System
EDBI
$8M - Series C Dec 2018
Cogito Corporation (2007, Boston, $71.6M)
Mood analysis tool to improve health, sales and
service performance
Hearst, Battery Ventures
$3M - Series D Jun 2018
CallMiner (2002, Fort Myers, $62.8M)
Conversational Analytics Software Solutions
PE Apr 2019
Astute Solutions (1995, Columbus)
Customer service solutions
Audax Group
Series C May 2018
Inbenta (2005, Barcelona, $16.8M)
Self Service Platform with Virtual Agents
NTT Docomo Ventures
EARLY STAGE
$100M - Series B Oct 2018
Talkdesk (2011, San Francisco, $128M)
Browser based call center
Viking Global Investors, DFJ
$66M - Series B Jan 2018
Front (2013, San Francisco, $79.2M)
App to manage shared email addresses
Sequoia Capital, DFJ
$60M - Series B Jun 2018
Podium (2013, Provo, $93.6M)
Review collection and management platform
IVP, GV, Y Combinator, Accel, Summit Partners
$34.4M - Series B Jan 2018
Redwood Technologies Group (1993,
Bracknell, $34.4M)
Omnichannel helpdesk and unified communication
solution provider
Scottish Equity Partners
EARLY STAGE
$32M - Series B Sep 2017
Drift (2014, Cambridge, $107M)
Customer Segmentation and Engagement platform
General Catalyst Partners, Sequoia Capital, Charles
River Ventures, HubSpot
$32M - Series A May 2017
Podium (2013, Provo, $93.6M)
Review collection and management platform
Accel, GV, Summit Partners, Y Combinator
$29M - Series B May 2018
Aircall (2014, New York City, $40.6M)
SaaS based call center software solution
Draper Esprit, Balderton Capital, Newfund, Next
World Capital
$26M - Series B Jun 2018
Kustomer (2015, New York City, $73.5M)
Customer centric relations platform for customer
support
Redpoint Ventures, BOLDstart Ventures, Canaan
Partners, Social Leverage, Cisco Investments
40. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201940
Note: Seed Stage (Seed, Angel), Early Stage (Series A, Series B), Late Stage (Series C+, PE)
Customer Service Software > Investment Trends > Notable Investments in last 24 months
Major funding rounds by Stage in Customer Service Software; Apr 2017-Apr 2019
Notable Investments in last 24 months (4/9)
EARLY STAGE
$25M - Series B Feb 2018
Ujet (2015, San Francisco, $45M)
In-app customer support suite
GV, Citi, DCM Ventures, Kleiner Perkins
$25M - Series B Oct 2018
Glassbox Digital (2010, London, $32.5M)
Customer experience management solutions
Updata, Ibex Investors, CE Ventures, CreditEase,
Gefen Capital
$25M - Series B Dec 2018
Guru (2013, Philadelphia, $38M)
Knowledge capturing and sharing platform
Thrive Capital, Emergence Capital, FirstMark, Slack,
MSD Capital
$20M - Series B Apr 2018
Directly (2011, Palo Alto, $36.4M)
CrowdSourced Expert Customer Service
Northgate Capital, Costanoa Venture, True Ventures,
M12
EARLY STAGE
$20M - Series B Mar 2019
Glia (2011, New York City, $29M)
Omnichannel help desk solution
Insight Venture Partners, Tola Capital, Grassy Creek,
Entrepreneurs Roundtable Accelerator, Wildcat
Capital Management
$20M - Series A May 2017
Ujet (2015, San Francisco, $45M)
In-app customer support suite
DCM Ventures, Resolute Ventures, Relay Ventures,
Kleiner Perkins
$17.9M - Series B Dec 2017
Kasisto (2013, Menlo Park, $29.3M)
Conversational AI solutions for mobile applications
Oak HC/FT, Propel Venture Partners, Two Sigma
Ventures, Commerce Ventures, Partnership for New
York City, Mastercard
EARLY STAGE
$16M - Series B Dec 2018
TechSee (2015, Tel Aviv, $23.5M)
Tech support using AR and computer vision
Scale Venture Partners, Planven Investments,
OurCrowd, Comdata Group, Salesforce Ventures
$15M - Series A Mar 2019
Sharpen (2007, Indianapolis, $20.7M)
Multi-channel cloud contact center solutions
Allos Ventures, Cultivation Capital, Elevate Ventures,
Jupiter Peak, Collina Ventures, Rodger Riney
$14.8M - Series A Dec 2017
Digital Genius (2013, London, $26M)
NLP based Interactions for Devices
Global Founders Capital, MMC Ventures, Paua
Ventures, Salesforce, Runa Capital, RRE Ventures,
Lumia Capital, Lerer Hippeau Ventures, Compound,
Picus Capital
41. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201941
Note: Seed Stage (Seed, Angel), Early Stage (Series A, Series B), Late Stage (Series C+, PE)
Customer Service Software > Investment Trends > Notable Investments in last 24 months
Major funding rounds by Stage in Customer Service Software; Apr 2017-Apr 2019
Notable Investments in last 24 months (5/9)
EARLY STAGE
$14.2M - Series A May 2018
Avaamo (2014, Los Altos, $23.5M)
Mobile-first enterprise secure messaging
Intel Capital, Ericsson, Mahindra Partners, Wipro,
WI Harper Group
$14.2M - Series A Dec 2018
Ada Support (2016, Toronto, $17.2M)
Develops a customer support chatbot solution for
enterprise clients
FirstMark, Burst Capital, Leaders Fund, Bessemer
Venture Partners, Version One Ventures, Barney Pell
$14.1M - Series A Feb 2019
Dixa (2015, Copenhagen, $14.1M)
Omnichannel customer service platform
Project A, Seed Capital
$12.7M - Series B Nov 2018
Vizolution (2013, Swansea, $21.1M)
Sales solutions for brokers
HSBC, Santander Consumer, RBS Group,
Development Bank of Wales, Notion
EARLY STAGE
$12.5M - Series B Mar 2019
Whatfix (2010, Bangalore, $18.1M)
Online self service tool for interactive how-to guides
Eight Roads Ventures, FPrime Capital Partners, Cisco
Investments, Stellaris Venture Partners, Helion
Venture Partners
$12M - Series B Apr 2019
Squelch (2015, San Francisco, $20M)
Customer experience optimization solution
Shasta Ventures, Correlation Ventures, Tenaya
Capital
$12M - Series A Jun 2018
Statflo (2012, Toronto, $16.5M)
Data driven platform to improve customer
engagement for wireless dealers and carriers
Elsewhere Partners, Round 13 Capital, Globalive
Capital, Johannes Gnauck, Marco Schnabl,
Generation Ventures
EARLY STAGE
$11.8M - Series A Mar 2018
Luminoso (2010, Cambridge, $29.8M)
Customer feedback and experience management
through text analytics
Raptor Group
$11.5M - Series A Jan 2018
Astound (2016, Menlo Park, $11.5M)
Offers a customer ticket classification and
automation response solution, using natural
language processing
Vertex Ventures, Pelion Venture Partners, The Hive,
Slack, Moment Ventures
$11.4M - Series A Feb 2019
I2x.ai (2016, Berlin, $11.4M)
Speech analytics application
Btov, Unternehmertum Venture Capital Partners, HV
Holtzbrinck Ventures, ASGARD Partners
42. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201942
Note: Seed Stage (Seed, Angel), Early Stage (Series A, Series B), Late Stage (Series C+, PE)
Customer Service Software > Investment Trends > Notable Investments in last 24 months
Major funding rounds by Stage in Customer Service Software; Apr 2017-Apr 2019
Notable Investments in last 24 months (6/9)
EARLY STAGE
$11M - Series B Apr 2018
GamEffective (2012, Tel Aviv, $21M)
Enterprise Gamification platform for Sales and
Customer service
Jerusalem Venture Partners, 2B Angels, CE Ventures,
Eshbol Ventures, Come a la maison, Lipman, Yaniv
Tal
$11M - Series A Jun 2018
Zingle (2009, Carlsbad, $15M)
Cloud based Messaging Platform
PeakSpan Capital
$10.1M - Series A Dec 2018
AVOXI (2001, Atlanta, $10.1M)
Cloud based VoIP Solutions and Contact center
software
Ballast Point Ventures
$10M - Series B Jul 2018
Pypestream (2015, New York City, $35M)
Develops AI-based solutions to automate various
business processes
Berkley
EARLY STAGE
$10M - Series B Dec 2018
Luminoso (2010, Cambridge, $29.8M)
Customer feedback and experience management
through text analytics
DVI Equity Partners, Liberty Global, Raptor Group,
Accord Ventures
$10M - Series B Mar 2018
Whispir (2002, Melbourne, $25.8M)
Conversation platform for businesses
MDI Ventures, Telstra Global, NSI Ventures
$10M - Series A Jan 2019
FaceMe (2017, Takapuna, $20M)
AI-based live chat solution provider
Alium Capital Management, ICE Angels, NZVIF
$10M - Series A Nov 2018
FaceMe (2017, Takapuna, $20M)
AI-based live chat solution provider
EARLY STAGE
$9.5M - Series A Jan 2019
Forethought (2017, Palo Alto, $10.2M)
Agent productivity optimization solution
K9 Ventures, Village Global, Mathilde Collin, Alexa
Von Tobel, Vlad Tenev, New Enterprise Associates
$9M - Series A Sep 2018
CloudCherry (2013, Chennai, $16M)
Cloud-based customer engagement platform for
SMBs
Pelion Venture Partners, Cisco Investments, Vertex
Ventures, Chiratae Ventures
$8.7M - Series A Jan 2019
Hi Marley (2015, Boston, $8.7M)
AI-based conversational platform specifically for the
insurance industry
$8.5M - Series B Aug 2017
Uniphore (2008, Chennai, $14.9M)
Speech Recognition, voice biometrics and virtual
assistant solutions
India Infoline, Kris Gopalakrishnan, John Chambers,
Pankaj Patel, Chiratae Ventures
43. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201943
Note: Seed Stage (Seed, Angel), Early Stage (Series A, Series B), Late Stage (Series C+, PE)
Customer Service Software > Investment Trends > Notable Investments in last 24 months
Major funding rounds by Stage in Customer Service Software; Apr 2017-Apr 2019
Notable Investments in last 24 months (7/9)
EARLY STAGE
$8.2M - Series A Nov 2017
Active Intelligence (2016, Singapore, $11.7M)
Conversational banking platform
Vertex Ventures, Dream Incubator, Kalaari Capital,
CreditEase, Chiratae Ventures
$8M - Series A May 2018
Squelch (2015, San Francisco, $20M)
Customer experience optimization solution
Shasta Ventures, Correlation Ventures
$7.5M - Series A Jun 2017
TechSee (2015, Tel Aviv, $23.5M)
Tech support using AR and computer vision
Planven Investments, Innogy Ventures, Comdata
Group, OurCrowd
$7.4M - Series A Jul 2017
Zanroo (2008, Pak Kret, $7.4M)
Social media monitoring and analytics solutions for
businesses
Shift Ventures
EARLY STAGE
$7M - Series A Feb 2019
PlayVox (2012, San Francisco, $9.2M)
Employee Engagement Software for Call centers
Five Elms Capital
$7M - Series B Aug 2017
Pypestream (2015, New York City, $35M)
Develops AI-based solutions to automate various
business processes
$6.5M - Series A May 2017
Rulai (2016, Campbell, $13M)
Chatbots for customer engagement
Eight Roads Ventures, Zhongwei Capital, GSR
Ventures
$5.9M - Series A Jan 2019
ExecVision (2015, Washington D.C., $5.9M)
Call analytics & monitoring solution for enterprises
Edison Partners
EARLY STAGE
$5M - Series A Jun 2018
Cerebri (2016, Austin, $10M)
Cognitive Computing for Call Centres
M12, University of Texas System Office of
Technology Commercialization, WorldQuant
Ventures, Leawood Venture Capital
$3.5M - Series A Apr 2018
mSurvey (2012, Nairobi, $4.5M)
Mobile survey conversation application
Richard Owen, Kapor Capital, Social Capital, TLcom
Capital Partners, Cross Culture Ventures
$3.1M - Series A Mar 2019
Teckst (2014, New York City, $5.7M)
Text messaging software for enterprises
$3M - Series A Nov 2018
Verloop (2015, Bangalore, $4M)
Automated customer support
Parampara Capital, Kris Gopalakrishnan, Dr Ranjan
Pai , Sankaranarayanan Sangameswaran, Manikkan
Sangameswaran, Nirmal Satish Shah
44. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201944
Note: Seed Stage (Seed, Angel), Early Stage (Series A, Series B), Late Stage (Series C+, PE)
Customer Service Software > Investment Trends > Notable Investments in last 24 months
Major funding rounds by Stage in Customer Service Software; Apr 2017-Apr 2019
Notable Investments in last 24 months (8/9)
EARLY STAGE
$3M - Series B Jul 2017
ReviewTrackers (2012, Chicago, $9.1M)
Review Management Software
$2.7M - Series B Dec 2017
Welcome Commerce (2011, New York City,
$22M)
Live chat software for online websites
$2.2M - Series B Jun 2017
Inbenta (2005, Barcelona, $16.8M)
Self Service Platform with Virtual Agents
$2M - Series A May 2017
Cerebri (2016, Austin, $10M)
Cognitive Computing for Call Centres
Series B Nov 2017
Uniphore (2008, Chennai, $14.9M)
Speech Recognition, voice biometrics and virtual
assistant solutions
John Chambers, IDG ventures, India Infoline
EARLY STAGE
Series A Oct 2018
TechSee (2015, Tel Aviv, $23.5M)
Tech support using AR and computer vision
Salesforce
Series A Jun 2018
truRating (2012, London, $17.3M)
Point of sale customer feedback for SME hospitality
Emerisque
Series A Feb 2019
mSurvey (2012, Nairobi, $4.5M)
Mobile survey conversation application
Proparco
Series A Mar 2018
Deepgram (2015, San Francisco, $1.9M)
Speech analytics API
NVIDIA
Series A Feb 2019
Opiniion (2017, Provo)
Customer feedback collection software solution
SEED STAGE
$2.6M - Seed Apr 2019
Halp (2017, Boulder, $2.7M)
Integration of Slack with Zendesk
$2.5M - Seed Jul 2017
Ada Support (2016, Toronto, $17.2M)
Develops a customer support chatbot solution for
enterprise clients
Bessemer Venture Partners, Version One Ventures,
Two Small Fish Ventures
$2.3M - Seed Feb 2019
GetJenny (2015, Turku, $3.1M)
Conversational AI for customer service
Dubai Angel Investors, May Nasrallah, Exio Capital
Partners, Business Finland
$2M - Seed Mar 2018
Avaamo (2014, Los Altos, $23.5M)
Mobile-first enterprise secure messaging
Wipro
45. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201945
Note: Seed Stage (Seed, Angel), Early Stage (Series A, Series B), Late Stage (Series C+, PE)
Customer Service Software > Investment Trends > Notable Investments in last 24 months
Major funding rounds by Stage in Customer Service Software; Apr 2017-Apr 2019
Notable Investments in last 24 months (9/9)
SEED STAGE
$2M - Seed Mar 2019
Frontdesk.ai (2016, Bangalore, $4.2M)
Automated customer service software
Pi Ventures, BluePointe Capital, Speciale Invest
$1.8M - Seed Mar 2018
Gorgias (2015, Paris, $3.3M)
Machine learning powered customer support
software for Shopify stores
$1.8M - Seed Sep 2018
Wonderflow (2013, Amsterdam, $1.8M)
Customer feedback analytics
P101
$1.5M - Seed Aug 2017
ilos Videos (2012, Minnesota, $3M)
Video communications
Active Capital Company, Ingram Content Group,
Hyde Park Venture Partners
$1.1M - Seed Nov 2018
Frontdesk.ai (2016, Bangalore, $4.2M)
Automated customer service software
Speciale Invest
SEED STAGE
$1.1M - Seed Jun 2018
Frontdesk.ai (2016, Bangalore, $4.2M)
Automated customer service software
Speciale Invest
$699k - Seed Sep 2017
Sentisum (2015, San Francisco, $699k)
Customer review analytics
Angels in the City, 500 Startups, Ascension Ventures,
London Co-Investment Fund
$650k - Seed Dec 2017
Forethought (2017, Palo Alto, $10.2M)
Agent productivity optimization solution
$120k - Seed Feb 2018
Halp (2017, Boulder, $2.7M)
Integration of Slack with Zendesk
Techstars
Seed Jan 2018
Dixa (2015, Copenhagen, $14.1M)
Omnichannel customer service platform
Seed Capital, Preben Damgaard
SEED STAGE
Seed Jun 2017
I2x.ai (2016, Berlin, $11.4M)
Speech analytics application
HV Holtzbrinck Ventures
Seed Feb 2018
WebEngage (2011, Mumbai, $2M)
Multi-channel predictive marketing automation
suite
Social Capital
Seed Aug 2017
RevTwo (2016, Boston)
In-app customer support
Momenta Partners
46. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201946
Note: Seed Stage (Seed, Angel), Early Stage (Series A, Series B), Late Stage (Series C+, PE)
Customer Service Software > Investment Trends > Notable Investments in last 24 months in China
Major funding rounds by Stage in Customer Service Software; Apr 2017-Apr 2019
Notable Investments in last 24 months in China
LATE STAGE
$43.6M - Series C Sep 2018
UDesk (2013, Beijing, $65.2M)
Customer service management for enterprises
DCM Ventures, Legend Capital, Tiger Global
Management
EARLY STAGE
$23.8M - Series B Apr 2018
Sobot (2014, Beijing, $55.7M)
AI based NLP engine used for business intelligence
services
Yunqi Partners, Glory Ventures, Shanghai original
Dragon Investment
$21.8M - Series B Sep 2018
Sobot (2014, Beijing, $55.7M)
AI based NLP engine used for business intelligence
services
Yunqi Partners, IDG Capital
$14.7M - Series B Jun 2017
RongCloud (2014, Beijing, $22.3M)
SDK that powers communication within app users
and for customer service on mobile apps
GP Capital, Tianxing Capital
47. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Most Active Investors (VC, PE) by Stage in Customer Service Software; Last 5 years (Apr 2014-Apr 2019)
Most Active VC & PE Investors
47
Note: Seed Stage (Seed, Angel), Early Stage (Series A, Series B), Late Stage (Series C+, PE)
Customer Service Software > Investment Trends > Most Active VC & PE Investors
SEED STAGE
Right Side Capital Management(5
Investments)
Semantica, Roof AI, Parakeet Communications
1
Seedcamp(3 Investments)
re:infer, Yodel.io, orat.io
2
Accel (3 Investments)
ClearGraph, Konotor, Instabug
3
True Ventures (2 Investments)
Chameleon, Solvvy
4
FirstMark(2 Investments)
Frame.ai, Guru
5
Business Finland (2 Investments)
Lumoa, GetJenny
6
BOLDstart Ventures (2 Investments)
Kustomer, Front
7
HV Holtzbrinck Ventures(2 Investments)
I2x.ai, Ultimate
8
Point Nine Capital(2 Investments)
CallDesk, Front
9
Neulogy Ventures (2 Investments)
AgentBalance, Staffino
10
EARLY STAGE
Cisco Investments(4 Investments)
Kustomer, CloudCherry, Whatfix
1
M12(4 Investments)
Cerebri, Zipwhip, Directly
2
Sequoia Capital(3 Investments)
Hyphenate, Drift, Front
3
Intel Capital(3 Investments)
Avaamo, CafeX Communications, Helpshift
4
Vertex Ventures(3 Investments)
Astound, Active Intelligence, CloudCherry
5
Scale Venture Partners (3 Investments)
TechSee, TalkIQ, Solvvy
6
Brightspark Ventures(3 Investments)
Wysdom, Nguvu, CrowdCare
7
PeakSpan Capital (3 Investments)
Cyara, Zingle, MindTouch
8
Mayfield(2 Investments)
Skilljar, Knowlarity
9
Insight Venture Partners (2 Investments)
Glia, Qualtrics
10
LATE STAGE
Goldman Sachs Investment Partners
(3 Investments)
Zipwhip, Cogito Corporation, Sprout Social
1
Battery Ventures(2 Investments)
Kustomer, Cogito Corporation
2
TCV (2 Investments)
NewVoiceMedia, Fuze
3
Greenspring Associates (2 Investments)
Fuze, WalkMe
4
Comcast Ventures(2 Investments)
Stella Connect, Interactions
5
Sequoia Capital
Freshworks
6
Summit Partners
Fuze
7
Insight Venture Partners
WalkMe
8
Scale Venture Partners
WalkMe
9
CapitalG
Freshworks
10
48. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201948
Customer Service Software > Investment Trends > Most Active Ecosystem Investors
Top Ecosystem Investors in Customer Service Software; Last 5 years (Apr 2014-Apr 2019)
Most Active Ecosystem Investors
INCUBATOR/ACCELERATOR
Plug and Play Tech Center(31
Investments)
SnapSupport, HelloVera, Rulai
1
Techstars(18 Investments)
Advize, Halp, Bewgle
2
500 Startups(16 Investments)
Bellgram, Kata, Tapshot
3
Y Combinator(11 Investments)
Loop Support, Observe, Thematic
4
Alchemist Accelerator(8 Investments)
Blitzz, Eloquent Labs, ContextSmith
5
Wayra(6 Investments)
ConversaLab, Toky, Marketeer
6
Startupbootcamp(5 Investments)
Enterprise Bot, GotBot, Support On
7
Jerusalem Venture Partners(3
Investments)
Jacada, GamEffective, Aspectiva
8
Hubraum(3 Investments)
Twyla, Wandlee, Flexperto
9
IIDF(3 Investments)
Oprosso, Clicktex, Ligaq
10
OTHER NOTABLE INVESTORS
Salesforce(10 Investments)
TechSee, TalkIQ, Guru
1
Kima Ventures(8 Investments)
Gorgias, RankPeek, Proonto
2
Bpifrance(3 Investments)
SPLIO, MyFeelBack, iAdvize
3
H-Farm (3 Investments)
Indigo AI, H-care, Responsa
4
Iconiq Capital(3 Investments)
Soul Machines, Intercom, SurveyMonkey
5
Slack(3 Investments)
Astound, Myra Labs, Guru
6
Octopus Investments(3 Investments)
Natterbox, Callstream, Conversocial
7
BDC(2 Investments)
Finn, ResponseTek
8
Wayra Deutschland(2 Investments)
E-bot7, Conntac
9
New York Angels(2 Investments)
Kasisto, LiveLOOK
10
DEBT INVESTORS
Western Technology Investment(12
Investments)
BeVocal, Telera Corp., NewVoiceMedia
1
Hercules Capital(8 Investments)
Interactions, TouchCommerce, NewVoiceMedia
2
Silicon Valley Bank(3 Investments)
SmartAction, Directly, Hootsuite
3
Harbert Management(3 Investments)
Stella Connect, Voci Technologies, B2X Care Solutions
4
Wellington Financial(3 Investments)
Moxie, Vision Critical, iPerceptions
5
Mercia Technologies(2 Investments)
Voxpopme, Intelligent Recording
6
NewSpring Capital(2 Investments)
Interactions, CallMiner
7
Lighter Capital(2 Investments)
TextUs, Glance
8
BOOST&Co(2 Investments)
Vizolution, Natterbox
9
Seeder Fund(2 Investments)
Faqbot, Hello Customer
10
49. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201949
Customer Service Software > Investment Trends > Investors in Unicorn club
Investors in Unicorn Club (1/7)
50. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201950
Customer Service Software > Investment Trends > Investors in Unicorn club
Investors in Unicorn Club (2/7)
51. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201951
Customer Service Software > Investment Trends > Investors in Unicorn club
Investors in Unicorn Club (3/7)
52. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201952
Customer Service Software > Investment Trends > Investors in Unicorn club
Investors in Unicorn Club (4/7)
53. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201953
Customer Service Software > Investment Trends > Investors in Unicorn club
Investors in Unicorn Club (5/7)
54. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201954
Customer Service Software > Investment Trends > Investors in Unicorn club
Investors in Unicorn Club (6/7)
55. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201955
Customer Service Software > Investment Trends > Investors in Unicorn club
Investors in Unicorn Club (7/7)
56. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201956
Customer Service Software > Investment Trends > Unicorn Investors in the Sector
Unicorn Investors in the Sector
57. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Contents
Feed Summary
Investment Trend
Market Details
Exit Outlook
Investors
News
Appendix
57
BlueBox
Key Sub Sectors
Detailed Sector Taxonomy
Top Markets of Investment Activity
Top Markets of Early Stage Investors
Other Notable Markets
Market Deep Dive
58. Some more Sector Reports you might want to check out
Join 4000+ people taking sharper decisions with Tracxn
RetailTech
Mar 2019
Manufacturing Tech
Mar 2019
Auto IT
Mar 2019
59. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Marketmap: Customer Service Software Customer Service Software > Market Details > BlueBox
59
60. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Key Sub Sectors
60
Key Sub Sectors in Customer Service Software
Market Top Companies
# Cos
Tracked
#
Funded
Total
Funding
Call Center
Companies offering cloud-based inbound, outbound, and blended calling solutions
Fuze (2006, Cambridge, Acquired)
Interactions (2004, Franklin, $167M)
596 189 $3.1B
Help Desk
Platform which enables customer support agents to receive, process and respond to incoming
queries over multiple channels
Zendesk (2007, San Francisco, Public)
Hootsuite (2008, Vancouver, $247M)
1310 330 $2.5B
Feedback Analytics
Companies offering software to capture feedback and take action to improve customer
experience
SurveyMonkey (1999, Palo Alto, Public)
Medallia (2001, Palo Alto, $325M)
779 165 $2.3B
Self Service
Companies offering tools for providing self-service solutions to customers with an agent-less
methodology for solving customer queries
Lithium (2001, San Francisco, Acquired)
WalkMe (2011, Tel Aviv, $218M)
210 81 $1.2B
Suite
Companies that offer a comprehensive suite of tools for customer support across multiple
channels
Chordiant Software (1983, Cambridge,
Acquired)
Freshworks (2010, Chennai, $250M)
41 19 $501M
Interaction Analytics
Companies offering multi-channel customer interaction analytics solutions
Eglue Business Technologies (2001,
Herzliya, Acquired)
Afiniti (2007, Washington D.C., $104M)
59 29 $359M
Complaints Resolution
Companies offering a platform for resolving customer complaints and issues with businesses
Modria (2011, San Jose, Acquired)
Airhelp (2013, New York City, $17.1M)
20 7 $35.2M
Customer Service Software > Market Details > Key Sub Sectors
61. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Detailed Sector Taxonomy (1/7)
61
Customer Service Software > Market Details > Detailed Sector Taxonomy
62. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Detailed Sector Taxonomy (2/7)
62
Customer Service Software > Market Details > Detailed Sector Taxonomy
63. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Detailed Sector Taxonomy (3/7)
63
Customer Service Software > Market Details > Detailed Sector Taxonomy
64. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Detailed Sector Taxonomy (4/7)
64
Customer Service Software > Market Details > Detailed Sector Taxonomy
65. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Detailed Sector Taxonomy (5/7)
65
Customer Service Software > Market Details > Detailed Sector Taxonomy
66. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Detailed Sector Taxonomy (6/7)
66
Customer Service Software > Market Details > Detailed Sector Taxonomy
67. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Detailed Sector Taxonomy (7/7)
67
Customer Service Software > Market Details > Detailed Sector Taxonomy
68. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Rank Market
Last 2 Years
$ Invested # Round Top Funded Company
1
(+3)
Help Desk > Omnichannel
Companies offering integrated omnichannel help desk ticketing solutions
(Companies covered 194 | Funded 40 | Total Funding $566M)
$352M
(+$253M)
21
(+8)
Front
(2013, San Francisco, $79.2M)
2
(+1)
Self Service > Knowledge Management
Companies designing a cloud-based knowledge management platform for internal customer support
reps as well as external customers
(Companies covered 117 | Funded 40 | Total Funding $494M)
$179M
(+$79.1M)
13
(-1)
Coveo
(2005, Quebec City, $170M)
3
(+5)
Help Desk > Live Chat
Companies offering a platform for businesses to talk to customers in real-time over website and mobile
Apps through the live chat tool
(Companies covered 306 | Funded 44 | Total Funding $411M)
$225M
(+$138M)
10
(+4)
Intercom
(2011, San Francisco, $241M)
4
(+1)
Call Center > Analytics
Companies developing analytics solutions for customer conversations for quality assurance and
monitoring
(Companies covered 86 | Funded 33 | Total Funding $347M)
$127M
(+$66.9M)
17
(-)
Cogito Corporation
(2007, Boston, $71.6M)
5
(+11)
Interaction Analytics
Companies offering multi-channel customer interaction analytics solutions
(Companies covered 59 | Funded 29 | Total Funding $359M)
$136M
(+$131M)
12
(+7)
Afiniti
(2007, Washington D.C., $104M)
6
(-)
Help Desk > Live Chat > Virtual Agents
Companies offering a platform to automate live chat conversations using AI technology
(Companies covered 138 | Funded 37 | Total Funding $87.8M)
$64.7M
(+$42.9M)
20
(-)
Ada Support
(2016, Toronto, $17.2M)
7
(-6)
Feedback Analytics > Customer Experience Management (CEM) > Omnichannel
Companies offering Integrated omnichannel CEM solutions
(Companies covered 79 | Funded 28 | Total Funding $740M)
$113M
(-$121M)
10
(-4)
Medallia
(2001, Palo Alto, $325M)
68
Note: The numbers in the bracket represent the change in a 2 year period.
Top Markets of Investment Activity (1/3)
Top Markets by Funding in Customer Service Software in last 2 years (April 2017 - March 2019)
Customer Service Software > Market Details > Top Markets of Investment Activity
69. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201969
Top Markets of Investment Activity (2/3)
Customer Service Software > Market Details > Top Markets of Investment Activity
70. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201970
Top Markets of Investment Activity (3/3)
Customer Service Software > Market Details > Top Markets of Investment Activity
71. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Rank Market # Investments Key Investments
1
Help Desk > Omnichannel
Companies offering integrated omnichannel help desk ticketing solutions
(Companies created 194 | Funded 40 | Total Funding $566M )
2
Front (2013, San Francisco, $79.2M)
Kustomer (2015, New York City, $73.5M)
2
Feedback Analytics > Customer Experience Management (CEM) > Social > Customer
Reviews
Companies offering software for tracking customer reviews and feedback on review websites
(Companies created 90 | Funded 21 | Total Funding $121M )
2 Podium (2013, Provo, $93.6M)
3
Help Desk > Live Chat
Companies offering a platform for businesses to talk to customers in real-time over website and mobile
Apps through the live chat tool
(Companies created 306 | Funded 44 | Total Funding $411M )
1 Drift (2014, Cambridge, $107M)
4
Call Center > Virtual Agents
Platforms which enable businesses to automate inbound calling from IVR to direct call handling using AI
technology
(Companies created 26 | Funded 10 | Total Funding $264M )
1 Avaamo (2014, Los Altos, $23.5M)
5
Help Desk > Virtual Agents
Companies offering a platform to automate the ticketing process
(Companies created 40 | Funded 16 | Total Funding $55M )
1 Forethought (2017, Palo Alto, $10.2M)
Note: Investors considered - Sequoia Capital, Accel Partners, Andreessen Horowitz, NEA, Greylock Partners, General Catalyst Partners, Benchmark Capital, KPCB, Khosla Ventures, Redpoint Ventures, Founders Fund, SV Angel, Index Ventures, Bessemer
Venture Partners, Lightspeed Venture Partners, Venrock, Draper Fisher Jurvetson, Institutional Venture Partners, Intel Capital, Battery Ventures
71
Top Markets of Early Stage Investors
Top Markets where Early Stage Investors are investing in last 2 years (April 2017 - March 2019)
Customer Service Software > Market Details > Top Markets of Early Stage Investors
72. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Incubators
Entrepreneurs Roundtable Accelerator (#1), Plug and Play
Tech Center (#1)
Seed BOLDstart Ventures (#2), Charles River Ventures (#1)
Series A/B Index Ventures (#1), Redpoint Ventures (#1)
Series C+ GGV Capital (#2), Battery Ventures (#1)
Firmstep Apr - 2019
Acq by Granicus
Dimelo Oct - 2018
Acq by RingCentral
Zisson Sep - 2018
Acq by Verdane Capital
Callcredit Apr - 2018
Acq by TransUnion for $1.4B
Kayako Mar - 2018
Acq by ESW Capital
Customer360 Dec - 2015
Acq by Interactive Intelligence for $10M
Zendesk May - 2014
IPO'd on NYSE
$1.2M - Seed
Zyprr (2014, Boston, $1.2M)
$20M - Series B
Glia (2011, New York City, $29M)
$50M - Series D
Gladly (2014, San Francisco, $118M)
$35M - Series C
Kustomer (2015, New York City,
$73.5M)
$1M - Seed
Koopid (2017, San Ramon, $1M)
$30M - PE
SysAid (2002, Tel Aviv, $30M)
Apr 2019
Startup Front Shakes Up Pricing To Take Its Email
Collaboration Mainstream, Forbes
Apr 2019
ManageEngine's Enhanced ITSM Solution Enables Visual
Mapping of Request Management, Business Wire
Apr 2019
Louisiana-Pacific Corporation optimizes global warranty
processes with Mize Warranty Software, PR Newswire
Apr 2019
TeamSupport Reports Strong Performance; Continues
Momentum into 2019, Hospitality Net
Apr 2019
Global Premium Tea Company Goes Live With Smoothflow
for Omnichannel Service Delivery, NewMediaWire
Mar 2019
AMC Technology – New Contact Centre Integrations, UC
Today
Mar 2019
Tech company Teamwork to create 85 jobs in Belfast, The
Irish Times
Mar 2019
CallTrackingMetrics Announces a New Integration with
Zendesk, PRWeb
Mar 2019
Barracuda expands MSP security offerings with RMM
acquisition, SecurityBrief
Mar 2019
Gladly’s $50 Million Serie D Round Funding, Global Legal
Chronicle
Mar 2019
Bold360 by LogMeIn Announces New Artificial Intelligence
Scholarship Program, Citybizlist
Mar 2019
Zendesk at session highs as Summit sets Street-high target,
Seeking Alpha
Mar 2019
People success platform Stella Connect raises $11MM to
engage and empower customer service teams, GlobeNewswire
News
8
5
14
40
194
M&A/IPO
Series C+
Series A+
Funded
Companies
Covered
Funding Funnel
Help Desk > Omnichannel: Market Factsheet
72
Exits
Most Active Investors
Recent InvestmentsCompanies offering integrated
omnichannel help desk ticketing
solutions
Zendesk
(2007, San Francisco, $85.5M)
Gladly
(2014, San Francisco, $118M)
Front
(2013, San Francisco, $79.2M)
Kustomer
(2015, New York City, $73.5M)
Redwood Technologies Group
(1993, Bracknell, $34.4M)
Top Companies
#1 Top Markets of Investment Activity
Customer Service Software > Market Details > Market: Omnichannel
Companies Created 194 | Funded 40 | Total Funding $566M
0
20
40
$0k
$500M
$1.B
2014 2015 2016 2017 2018
Predicted Funding YoY Funding
Rounds Predicted Rounds
YoY Funding and Rounds
Market: Omnichannel
73. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201973
Help Desk > Omnichannel: Top Companies
Customer Service Software > Market Details > Market: Omnichannel
#1 Top Markets of Investment Activity
Market: Omnichannel (1/2)
Analyst’s Pick
Gladly (2014, San Francisco, $118M)
Unified communications platform
Soonicorn. Stage: Series D
Future Fund, Glynn Capital, Greylock Partners and 6
Other Investors
Zendesk (2007, San Francisco, $85.5M)
Food services caters to schools
Soonicorn. Stage: Public
Redpoint Ventures, GGV Capital, Charles River
Ventures and 7 Other Investors
Kustomer (2015, New York City, $73.5M)
Customer centric relations platform for customer
support
Minicorn. Stage: Series C
Battery Ventures, Redpoint Ventures, Canaan
Partners and 8 Other Investors
Redwood Technologies Group (1993,
Bracknell, $34.4M)
Omnichannel helpdesk and unified communication
solution provider
Editor's Pick. Stage: Series B
Scottish Equity Partners
Analyst’s Pick
Takt (2015, San Francisco, $30M)
Personalized customer service solutions using AI
techniques
Minicorn. Stage: Series A
BCG Digital Ventures, Starbucks
SysAid (2002, Tel Aviv, $30M)
ITSM Solutions Provider
Editor's Pick. Stage: Funded
IGP
Glia (2011, New York City, $29M)
Omnichannel help desk solution
Editor's Pick. Stage: Series B
Insight Venture Partners, Tola Capital, Grassy Creek
and 2 Other Investors
Whispir (2002, Melbourne, $25.8M)
Conversation platform for businesses
Soonicorn. Stage: Series B
MDI Ventures, Telstra Global, NSI Ventures and 6
Other Investors
Analyst’s Pick
Quiq (2015, Bozeman, $9.5M)
Customer service text messaging
Editor's Pick. Stage: Series A
Venrock, Next Frontier Capital
Gorgias (2015, Paris, $3.3M)
Machine learning powered customer support
software for Shopify stores
Minicorn. Stage: Seed
Charles River Ventures, Amplify Partners, Kima
Ventures and 4 Other Investors
Freshdesk (2010, Chennai)
Cloud-based customer helpdesk solutions
Soonicorn. Stage: Unfunded
ManageEngine (1995, Pleasanton)
Enterprise IT Management and Customer Support
Software
Soonicorn. Stage: Funded
Randvest Capital
Kayako (2001, Gurgaon)
Cloud-based and on-premise help desk, CRM and
live chat software
Minicorn. Stage: Acquired
74. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201974
Help Desk > Omnichannel: Top Companies
Customer Service Software > Market Details > Market: Omnichannel
#1 Top Markets of Investment Activity
Market: Omnichannel (2/2)
Analyst’s Pick
7twenty (2007, Raanana)
Omnichannel customer engagement solution
Editor's Pick. Stage: Unfunded
Callcredit (1997)
Omnichannel help desk solution
Editor's Pick. Stage: Acquired
Fisher Lynch Capital
Ngagex (2016, Hyderabad)
Omni-channel messaging solution
Editor's Pick. Stage: Unfunded
Richmond Systems (1984, Haslemere)
Customer support help desk solution
Editor's Pick. Stage: Unfunded
Zisson (2006, Oslo)
Omnichannel customer engagement solution
Editor's Pick. Stage: Acquired
Skagerak Maturo
75. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Note: Overall Rating is a combination of Funding and Team rating, along with Execution, Size and Growth metrics
75
Help Desk > Omnichannel: Leaderboard
Customer Service Software > Market Details > Market: Omnichannel
#1 Top Markets of Investment Activity
Better than Market Average
Market: Omnichannel
Overall
Rating
Company
Name
Year Location Stage
Funding
($M)
Funding
Rounds
Team
Rating
Execution Quality Size Metrics 6M Growth Metrics
App
Rating
App UI
Web
UI
Social
Followers
Mobile
Downloads
Mobile
Reviews
News
Mentions
Mobile
Reviews
Social
Followers
Δ % Δ %
5.0 Zendesk 2007
San
Francisco
Public $85.5M 6 4 4 - - 74.8k 229.4M 3199.8k 127
616.5
k
24% 785 1%
4.5 Front 2013
San
Francisco
Series B $79.2M 5 - 4 - - 6.1k 30k 130 8 31 31% 970 19%
4.2 Desk.com 2009
San
Francisco
Acquired $5.2M 2 - 5 - - - 3.1M 88.9k 8 18.3k 26% - -
4.1 SmartAction 2002 El Segundo Funded $24.4M 3 - - - 5 661 - - 8 - - 27 4%
4.0 Dimelo 2006 Paris Acquired $2.9M 1 - - - - 4.9k - - 3 - - 2.1k 72%
3.9 SysAid 2002 Tel Aviv Funded $30M 1 - 3 - - 4.2k 69k 297 4 4 1% 745 22%
3.9 Freshdesk 2010 Chennai Unfunded - - - 5 - - 20.4k 159.3M 1531.7k 38 360k 31% 534 3%
3.8
Team
Support
2008 Dallas Series B $1.3M 2 - - - - 14.2k - - 12 - - 403 3%
3.7
ManageEngi
ne
1995 Pleasanton Funded - - - 4 - - 5.7k 862k 3k 56 369 14% 181 3%
3.4 Gorgias 2015 Paris Seed $3.3M 2 - - - - 867 - - 1 - - 129 17%
3.3 Kustomer 2015
New York
City
Series C $73.5M 4 - - - - - - - 4 - - - -
3.3 Gladly 2014
San
Francisco
Series D $118M 3 - - - - - - - 7 - - - -
3.2 Teamwork 2007 Cork Unfunded - - - 4 - - 11.1k 338k 1.4k 9 60 5% 828 8%
76. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Incubators NTT Docomo Ventures (#1)
Seed Salesforce (#1), True Ventures (#1)
Series A/B Austin Ventures (#2), Wayra Deutschland (#1)
Series C+ OVP Venture Partners (#1), Tandem Expansion Fund (#1)
Nanorep Aug - 2017
Acq by LogMeIn for $45M
Knowesia Jun - 2017
Acq by EasyVista for $3.6M
RightAnswers Apr - 2017
Acq by Upland Software for $17.2M
StepOne Mar - 2017
Acq by FanThreeSixty
Kaybus Jan - 2017
Acq by Prysm
Knosys Sep - 2015
IPO'd on ASX
$25M - Series B
Guru (2013, Philadelphia, $38M)
$15.8M - Series D
Artificial Solutions (2001, Barcelona,
$34.5M)
Series A
Conntac (2017, Augsburg)
Series C
Inbenta (2005, Barcelona, $16.8M)
$1M - Series A
Retrieve Technologies (2006,
Manchester, $12.3M)
$100M - Series E
Coveo (2005, Quebec City, $170M)
Apr 2019
Artificial Solutions Enables CIOs to Take Control of the
Conversational AI Landscape With Teneo Fusion, PR Newswire
Apr 2019
Upland Software Enhances Knowledge Sharing,
Collaboration with Award-Winning, KCS® v6 Verified
Knowledge Management Solution, Business Wire
Apr 2019
Knosys launches KIQ Cloud targeting the mid-market
customer sector, Proactive Investors
Mar 2019
Office Depot, Support.com Settle Computer Support Fraud
Charges, ChannelE2E
Mar 2019
AAA Mid-Atlantic Selects Panviva to Implement Knowledge
Delivery System, PRWeb
Mar 2019 Support.com reports Q4 results, Seeking Alpha
Feb 2019
Synthetix Launches ‘Synthetic’ Bitcoin on Ethereum
Blockchain, Finance Magnates
Feb 2019 Soapbox adds intelligence to service desks, iTWire
Dec 2018
+27% CAGR Growth on SaaS-Based Project and Portfolio
Management Market 2018-2023: Top Companies Like
Daptiv, Innotas, Oracle, Upland Software, Digital Journal
Dec 2018 Tenrox unveils 2019 R1, Enterprise Times
Dec 2018
Global Knowledge Management Market 2018 –
CallidusCloud, ProProfs, Pgi, Bloomfire, Chadha Software
Technologies, ComAround, MindTouch, Truthweek
Nov 2018
noHold’s AI Platform Complies with Top Industry Standards,
AiThority
News
15
6
25
40
117
M&A/IPO
Series C+
Series A+
Funded
Companies
Covered
Funding Funnel
Self Service > Knowledge Management: Market Factsheet
76
Exits
Most Active Investors
Recent InvestmentsCompanies designing a cloud-
based knowledge management
platform for internal customer
support reps as well as external
customers
Knosys
(2013, Collingwood)
Upland Software
(2010, Austin, $31.4M)
Coveo
(2005, Quebec City, $170M)
Guru
(2013, Philadelphia, $38M)
Artificial Solutions
(2001, Barcelona, $34.5M)
Top Companies
#2 Top Markets of Investment Activity
Customer Service Software > Market Details > Market: Knowledge Management
Companies Created 117 | Funded 40 | Total Funding $494M
0
10
20
30
$0k
$200M
$400M
$600M
2014 2015 2016 2017 2018
Predicted Funding YoY Funding
Rounds Predicted Rounds
YoY Funding and Rounds
Market: Knowledge Management
77. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201977
Self Service > Knowledge Management: Top Companies
Customer Service Software > Market Details > Market: Knowledge Management
#2 Top Markets of Investment Activity
Market: Knowledge Management (1/2)
Analyst’s Pick
Coveo (2005, Quebec City, $170M)
Knowledgebase management through big data
analytics and enterprise search
Soonicorn. Stage: Series E
IQ Venture Advisors, Tandem Expansion Fund, BDC
and 5 Other Investors
Artificial Solutions (2001, Barcelona, $34.5M)
Platform for Natural Language Interaction
development
Soonicorn. Stage: Series D
Scope Capital Advisory, Western Technology
Investment
Bloomfire (2010, Austin, $32.8M)
SaaS workplace collaboration tool for sales and
support reps
Soonicorn. Stage: Series B
Austin Ventures, Silver Creek Ventures, Redpoint
Ventures and 2 Other Investors
Analyst’s Pick
Upland Software (2010, Austin, $31.4M)
Cloud-based enterprise work management
software
Soonicorn. Stage: Public
Wells Fargo Capital Finance, CIT Bank, Grapeland
State Bank and 7 Other Investors
Inbenta (2005, Barcelona, $16.8M)
Self Service Platform with Virtual Agents
Minicorn. Stage: Series C
NTT Docomo Ventures, Level Equity, Amasia and 2
Other Investors
Retrieve Technologies (2006, Manchester,
$12.3M)
Knowledge transfer mobile platform
Editor's Pick. Stage: Series A
MindTouch (2004, San Diego, $12M)
Cloud based Knowledge Management tools.
Minicorn. Stage: Series A
PeakSpan Capital, SK Ventures, SAP
Analyst’s Pick
Kaybus (2012, Mountain View, $8.8M)
Knowledge automation application
Minicorn. Stage: Acquired
Artiman Ventures, OVO Fund
noHold (1999, Milpitas, $4M)
Virtual Agents and Knowledge Management
Software
Minicorn. Stage: Series A
Celtic House Venture Partners, Myqube
Gluru (2014, London, $3.5M)
AI based personal assistant for consumer and
business users
Minicorn. Stage: Seed
Saatchinvest, Gecad Ventures, Playfair Capital and 3
Other Investors
Fusemachines (2012, New York City, $975k)
Sales and Customer service Automation Platform
Minicorn. Stage: Seed
Future Perfect Ventures, Founders Guild
78. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 201978
Self Service > Knowledge Management: Top Companies
Customer Service Software > Market Details > Market: Knowledge Management
#2 Top Markets of Investment Activity
Market: Knowledge Management (2/2)
Analyst’s Pick
DeviceBits (2015, Columbus)
AI based Self-learning platform of Interactive videos
and tutorials
Minicorn. Stage: Unfunded
Knosys (2013, Collingwood)
Knowledge Management Platform
Minicorn. Stage: Public
ServiceTarget (2016, Bozeman)
Platform to create customer self-support
applications
Editor's Pick. Stage: Unfunded
Soapbox.ai (2016, Sydney)
Cognitive knowledge assistant for customer service
reps
Editor's Pick. Stage: Unfunded
Zoomin Software (2015, Tel Aviv)
Product content publishing and analytics platform
for improving customer experience
Editor's Pick. Stage: Unfunded
79. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Note: Overall Rating is a combination of Funding and Team rating, along with Execution, Size and Growth metrics
79
Self Service > Knowledge Management: Leaderboard
Customer Service Software > Market Details > Market: Knowledge Management
#2 Top Markets of Investment Activity
Better than Market Average
Market: Knowledge Management
Overall
Rating
Company
Name
Year Location Stage
Funding
($M)
Funding
Rounds
Team
Rating
Execution Quality Size Metrics 6M Growth Metrics
App
Rating
App UI
Web
UI
Social
Followers
Mobile
Downloads
Mobile
Reviews
News
Mentions
Mobile
Reviews
Social
Followers
Δ % Δ %
5.0 Coveo 2005 Quebec City Series E $170M 6 - - - - 3.7k - - 19 - - 230 7%
4.9 Guru 2013
Philadelphi
a
Series B $38M 5 - - - - 2.7k - - 6 - - 241 10%
4.7
Upland
Software
2010 Austin Public $31.4M 5 - - - - 571 - - 52 - - 44 8%
4.6
Artificial
Solutions
2001 Barcelona Series D $34.5M 3 4 - - - 2.7k - - 6 - - 77 3%
4.5 Inbenta 2005 Barcelona Series C $16.8M 4 - - - - 2.6k - - 6 - - 27 1%
4.2 Solvvy 2013 Palo Alto Series A $16.5M 2 - - - - 333 - - 5 - - 9 3%
3.9 Panviva 1996
Camberwel
l
Series B $4M 2 - - - - 1.4k - - 4 - - 17 1%
3.7
B2X Care
Solutions
2008 Munich Series C $34.4M 6 - - - - 31k - - 14 - - -785 -2%
3.7 Support.com 1997
Redwood
City
Public - - - 4 - - 1.1k 1.9M 3.2k 11 293 10% -15 -1%
3.7
Retrieve
Technologies
2006 Manchester Series A $12.3M 7 - 4 - - 452 5k 26 1 - - -4 -1%
3.5
Fusemachine
s
2012
New York
City
Seed $975k 1 - - - - 3.6k - - 2 - - 54 2%
3.5 MindTouch 2004 San Diego Series A $12M 1 - - - - 6.5k - - 4 - - -23 -
3.3 Bloomfire 2010 Austin Series B $32.8M 4 - 3 - - 7.4k 3k 14 13 1 8% -110 -1%
80. Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Apr 2019
Incubators Y Combinator (#2), Nielsen Innovate Fund (#1)
Seed Trinity Ventures (#1), Northstar Ventures (#1)
Series A/B Sierra Ventures (#1), Sequoia Capital (#1)
Series C+ Partech (#1), Emergence Capital (#1)
Altocloud Feb - 2018
Acq by Genesys
Comapi Nov - 2017
Acq by dotDigital Group for $14.6M
Hipmob Mar - 2017
Acq by Conversocial
Nirror Sep - 2016
Acq by AB Tasty
TouchCommerce Jul - 2016
Acq by Nuance Communications for
$215M
Live2Support Jun - 2016
Acq by ProProfs
ReadyChat Dec - 2015
Acq by OutboundEngine
$1M - Seed
Yellzz (2016, Haifa, $1M)
$120k - Seed
CometChat (2015, Mumbai, $120k)
$1.1M - Seed
ConvertFox (2017, Hyderabad, $1.1M)
$60M - Series C
Drift (2014, Cambridge, $107M)
$125M - Series D
Intercom (2011, San Francisco, $241M)
$6.3M - Series A
Agent IQ (2015, San Francisco, $8.5M)
Apr 2019
Gubagoo touts Virtual Retailing; makes tech announcements,
Auto Remarketing
Apr 2019
LivePerson helps McDonald's Canada launch conversational
commerce on Google Assistant, CNW
Apr 2019 Five functions in Furuno ‘Black Box’, Maritime Journal
Mar 2019
Adobe and Drift Announce Conversational Account-Based
Experience for Marketo Engage, Technology-Signals
Mar 2019
Intercom Announces New ABM Functionality to Improve
How Marketers Use ABM, MarTech Advisor
Mar 2019 How Businesses Should Be Adopting Bots, eWEEK
Mar 2019
Upshot.ai Achieves AWS Digital Customer Experience
Competency Status, AiThority
Mar 2019
ActivEngage Releases First-of-its-Kind Reputation
Enhancement Tool, PR Newswire
Mar 2019 01 Communique Lab Inc. reports Q1 results, Seeking Alpha
Feb 2019
LivePerson Announces Upsizing and Pricing of Private
Offering of $200.0 Million of 0.75% Convertible Senior Notes
Due 2024, Citybizlist
Feb 2019
LivePerson Continues to Soar Higher - What's Next on the
Charts?, The Street
Jan 2019
Research into the Role of Bots in Financial Services, 2018
Report Featuring Avaamo, Kore.ai, LivePerson, Nuance &
Senseforth, GlobeNewswire
Jan 2019
LiveChat Aims To Power Customer Service, Marketing Teams
With New Chatbot Features, Demand Gen Report
Jan 2019
Comm100 Launches Third-Generation Chatbot, SMS and
Zapier Integration, Business Wire
News
15
6
9
44
306
M&A/IPO
Series C+
Series A+
Funded
Companies
Covered
Funding Funnel
Help Desk > Live Chat: Market Factsheet
80
Exits
Most Active Investors
Recent InvestmentsCompanies offering a platform for
businesses to talk to customers in
real-time over website and mobile
Apps through the live chat tool
01 Communique
(1992, Mississauga)
Intercom
(2011, San Francisco, $241M)
Drift
(2014, Cambridge, $107M)
TouchCommerce
(1999, Agoura Hills, $30.9M)
Top Companies
#3 Top Markets of Investment Activity
Customer Service Software > Market Details > Market: Live Chat
Companies Created 306 | Funded 44 | Total Funding $411M
0
5
10
15
$0k
$500M
$1.B
2014 2015 2016 2017 2018
Predicted Funding YoY Funding
Rounds Predicted Rounds
YoY Funding and Rounds
Market: Live Chat