Tracxn - Customer Service Software Startup Landscape

JANUARY 2019
CUSTOMER SERVICE SOFTWARE

Copyright © 2019, Tracxn Technologies Private Limited. All rights reserved.Feed Report - Customer Service Software - Jan 2019
Contents
Feed Summary
Investment Trends
Market Details
Exit Outlook
Investors
News
Appendix
2
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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

Note: Mega Companies includes IPO’d companies, Mega Acquisitions and Unicorn. Data is taken from Tracxn Platform as on January 18, 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
$9.5B
Funding
66
Mega
Companies
7862914
FundedCovered on
Tracxn
21
Unicorns
41
Soonicorns
90
Minicorns
45
IPO’d Cos
297
Late Stage Cos
85
218
Acquisitions
287
DeadPooled
6
Acquihired
Series A+ Cos
Nuance
Communications
(1992, Burlington)
NICE Systems
(1986, Ra'anana)
Avaya
(2000, Basking Ridge, $400M)
Top Companies

Investment Trend Summary
Summary of Funding Activity in Customer Service Software
5
$400M - PE
Avaya (2000, Basking Ridge, $400M)
$100M - Series G
Freshworks (2010, Chennai, $250M)
$180M - Series C
Qualtrics (2002, Provo, $400M)
$100M - Series E
Coveo (2005, Quebec City, $170M)
$150M - Series F
Fuze (2006, Cambridge, $472M)
$100M - Series B
Talkdesk (2011, San Francisco, $128M)
$125M - Series D
Intercom (2011, San Francisco, $241M)
$75M - Series E
WalkMe (2011, Tel Aviv, $218M)
$104M - Series E
$66M - Series B
Front (2013, San Francisco, $79.2M)
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 (#4), Accel
Partners (#3)
Series A/B M12 (#4), Sequoia Capital (#3), Intel Capital (#3)
Series C+
TCV (#2), Greenspring Associates (#2), Goldman Sachs
Investment Partners (#2)
Incubators Techstars (#18), 500 Startups (#16), Y Combinator (#12)
Other Notable
Investors
Kima Ventures (#10), Salesforce (#10), Wayra (#8)
Debt Investors
Western Technology Investment (#12), Hercules Capital (#8),
Lighter Capital (#3)
Most Active InvestorsRecent Investments
315
425 423
165
20
2014 2015 2016 2017 2018 2019*
Y-o-Y # of Companies Founded 132 133 162 111 118 3
$7B
$788M
$571M
$406M
$341M
US
Europe
Canada
India
Israel
$ Funding
$21M
$1B
$692M
$919M $869M
$1.5B
$21M
2014 2015 2016 2017 2018 2019*
$ Funding # Rounds

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 Partners 5
Western Technology
Investment
5
NewVoiceMedia (2000, Basingstoke, $145M)
Chordiant Software (1983, Cambridge, $58M)
Insight Venture
Partners
4
Sequoia Capital 4
Medallia (2001, Palo Alto, $255M)
Nov 2018 Qualtrics Acq by SAP for $8B
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
Nov 2015 Unify Acq by Atos for $650M
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
NICE Systems 9
inContact (May 2016, $940M), Merced Systems (Dec 2011,
$150M), Nexidia (Jan 2016, $135M)
Verint 9
KANA Software (Jan 2014, $514M), ForeSee (Dec 2018, $58.9M),
Verint (Sep 2011, $42M)
Genesys 8
Interactive Intelligence (Aug 2016, $1.4B), Angel.com (Feb
2013, $110M), Altocloud (Feb 2018)
Salesforce 5
GoInstant (Jul 2012, $70M), Desk.com (Sep 2011, $50M),
InStranet (Aug 2008, $31.5M)
Enghouse 5
Presence Technology (Oct 2016, $17.4M), Envox Group (Oct
2008, $14M), Fluency Voice Technology (Jun 2008)
Recent IPOs Top Acquisitions
Knosys Sep 2015
Knowledge Management Platform
IPO MCap: $10.9M
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
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: -
IBEX Global Mar 2017
Customer life cycle experience solutions
IPO MCap: -

FACTSHEET
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 2914
Funded 786 Series A+ 297
Funding $9.5B Last 2 yrs $2.3B
Most Active Investors
Seed Right Side Capital Management (5)
Series A/B M12 (4)
Series C+ TCV (2)
Others Kima Ventures (10)
Incubators Techstars (18)
Top Cities
Bay Area 249 Cos $3.3B
Cambridge 19 Cos $696M
Feed in Numbers
Unicorns 21 Soonicorns 41
Minicorns 90 Editor Picks 248
Acquihired 6 Deadpooled 287
Top Companies
Nuance
Communications
(1992, Burlington)
NICE Systems (1986, Ra'anana)
Exits
IPOs 45 SurveyMonkey, Zendesk
Acquisitions 218 Avaya, Qualtrics
Top Acquirers NICE Systems, Verint
* Upcoming Business Model Funding data excludes Debt, Grants & Post-IPO rounds.
Excludes all details for Chinese companies.
Customer Service Software > Feed Summary > BlueBox
7

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 174 $212M 15
Self Service >
Knowledge Management 118 $176M 11
Help Desk >
Live Chat 307 $265M 9
Call Center >
Analytics 85 $97.1M 16
Help Desk > Live Chat >
Virtual Agents 124 $67.3M 24
Feedback Analytics >
Survey Tools + Market Research 179 $188M 7
Feedback Analytics > Customer Experience
Management (CEM) >
Omnichannel
76 $67.7M 9
Interaction Analytics 57 $57.8M 10
Feedback Analytics > Customer Experience
Management (CEM) > Social >
Customer Reviews
90 $98.8M 7
Self Service >
Walkthroughs 22 $130M 6
Sub Sectors
# Cos
Tracked
#
Funded
Total
Funding
Call Center
Companies offering cloud-based inbound, outbound,
and blended calling solutions
592 187 $3.1B
Feedback Analytics
Companies offering software to capture feedback and
take action to improve customer experience
735 161 $2.2B
Help Desk
Platform which enables customer support agents to
receive, process and respond to incoming...
1259 306 $2.2B
Self Service
Companies offering tools for providing self-service
solutions to customers with an agent-less...
210 80 $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
57 26 $255M
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

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)
IBEX Global
(2002, Washington D.C.)
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)
inContact
(1997, Midvale, $7.8M)
Unify
(2008, Munich, $38M)
ShoreTel
(1996, Sunnyvale, $88.3M)
KANA Software
(1996, Dallas)
NewVoiceMedia
(2000, Basingstoke, $145M)

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
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)
Parature
(2000, Reston, $29.5M)
Unicorns
Fuze
Medallia
(2001, Palo Alto, $255M)
Freshworks
(2010, Chennai, $250M)
Hootsuite
(2008, Vancouver, $247M)
Intercom
(2011, San Francisco, $241M)
WalkMe
(2011, Tel Aviv, $218M)
Lithium
Talkdesk
Aspect
(1973, Phoenix, $50M)
Deadpooled
Telera Corp. (1998,
Campbell, $2.9M)
Chat And (2010, New York
City, $265k)

List of Notable Companies by Market in Customer Service Software
Notable Companies by Market (1/13)
12
Customer Service Software > Feed Summary > Notable Companies by Market
Suite
Suite
Cloud-based business management applications
provider
Unicorn. Stage: Series G
Accel Partners, 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,
Powershift Group 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
New Amsterdam Growth Capital, Meritech Capital
Partners, Bessemer Venture Partners and 17 Other
Investors
Eptica (2001, Boulogne, $9.8M)
Omnichannel Customer Engagement Solutions
Soonicorn. Stage: Series B
Omnes Capital, Auriga, XAnge
Suite
Genesys (1990, Daly City)
Omnichannel Contact Centre Solutions
TCV, SVG Capital, AlpInvest Partners and 6 Other
Investors
Interactive Intelligence (1994, Indianapolis)
Unified Communication Solutions for Contact
Centers
Pegasystems (1983, Cambridge)
Business process and CRM applications
Unicorn. Stage: Public
Herald Investment Management
RightNow Technologies (1997, Bozeman)
Customer Experience Suite
Summit Partners

13
Suite
Suite
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
Oak Hill Capital Partners, Sachs Capital
Jacada (1990, Herzliya)
Software solution for customer self service and
agent assisted interactions
Stage: Public
IGP, Gemini Israel Ventures, Jerusalem Venture
Partners and 1 Other Investors
KANA Software (1996, Dallas)
Customer Service Software Solutions
Stage: Acquired
DFJ, Inventures Group, DN Capital and 3 Other
Investors
Suite
Netcall (1996, Hertfordshire)
Multichannel contact centre and customer
engagement system
Stage: Public
Business Growth Fund
Call Center
Suite
Cross-platform video conference
Summit Partners, Bessemer Venture Partners,
Wellington Management and 12 Other Investors
Customer & Team Engagement Solutions
CPP Investment Board, Warburg Pincus, AlpInvest
NewVoiceMedia (2000, Basingstoke, $145M)
Cloud based Contact Centre Solutions
Soonicorn. Stage: Acquired
Bessemer Venture Partners, TCV, Highland Capital

14
Call Center
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
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
RTP Ventures, Sequoia Capital, Khosla Ventures and
12 Other Investors
Suite
Vocalcom (1996, Paris, $50M)
Enterprise Communication Solutions
Apax Partners, OSEO
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, Battery
Ventures and 1 Other Investors
8x8 (1987, San Jose, $30.6M)
Cloud based business communications platform
Suite
Knowlarity (2009, Gurgaon, $26.2M)
Cloud based telephony service provider for SMEs
Sequoia Capital, Mayfield, Delta Partners and 11
Other Investors
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, High-Tech Grunderfonds and 4 Other
Investors
CSG International (1994, Englewood)
Convergent Charging, Rating and Billing platform
Trident Capital, Arcapita, Metalmark Capital

15
Call Center
Suite
Nextiva (2005, Phoenix)
Business VoIP Phone Systems
Soonicorn. Stage: Series A
NICE Systems (1986, Ra'anana)
Intent-based solutions to capture and analyze client
interactions and transactions for businesses
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
Front End
Browser based call center
Unicorn. Stage: Series B
Viking Global Investors, DFJ, Storm Ventures and 3
Other Investors
Personalization
Contact Solutions (2002, Reston, $46M)
On-demand Contact Automation Solutions
Guidepost Growth Equity

16
Call Center
Workforce Optimization
Calabrio (2007, Minneapolis, $9.3M)
Workforce Optimization Software for contact
centers
Stage: Acquired
Split Rock Partners, BlueStream Ventures, Cisco
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
Invision WFM (2001, Dusseldorf)
Workforce management for contact centers
Stage: Public
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
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
HSBC Group, Aster Capital, True Global Ventures
CloudCall (2005, Leicester, $7.4M)
Cloud based business telephony services provider
Stage: Public
Barclays, Herald Investment Management

17
Call Center
Testing
Cyara (2006, Hawthorn, $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
Virtual Agents
Interactions (2004, Franklin, $167M)
Automated Omnichannel Customer care
Soonicorn. Stage: Series D
Revolution, NewSpring Capital, Comcast Ventures
Nuance Communications (1992, Burlington)
Provides various linguistic solutions for enterprises
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
Hearst, Battery Ventures, Goldman Sachs
Investment Partners and 7 Other Investors
CallMiner (2002, Fort Myers, $62.8M)
Conversational Analytics Software Solutions
NewSpring Capital, Sigma Partners, Intersouth
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

18
Call Center
Analytics
Mattersight (2006, Chicago, $24M)
SaaS based Enterprise Analytics Solutions
Stage: Acquired
Hercules Capital, Partners For Growth, Investor
Growth Capital and 2 Other Investors
Crowdsourced Agents
LiveOps (2000, Redwood City, $51M)
Cloud Contact and Virtual Call Centre Software
Comerica, Benchmark Capital, Menlo Ventures and
8 Other Investors
IVR
Telera Corp. (1998, Campbell, $2.9M)
Voice Web application platform for advanced voice
applications
Stage: Deadpooled
Clear Ventures, Focus Ventures, Berkeley VC
International and 2 Other Investors

19
Help Desk
Omnichannel
Zendesk (2007, San Francisco, $85.5M)
Redpoint Ventures, GGV Capital, Charles River
Gladly (2014, San Francisco, $63M)
Unified communications platform
New Enterprise Associates, GGV Capital, Greylock
Freshdesk (2010, Chennai)
Cloud-based customer helpdesk solutions
Soonicorn. Stage: Unfunded
ManageEngine (1995, Pleasanton)
Enterprise IT Management and Customer Support
Software
Soonicorn. Stage: Bootstrapped Large
Social
Hootsuite (2008, Vancouver, $247M)
Social Media Management System
Unicorn. Stage: Series B
Canadian Imperial Bank of Commerce, Fidelity
Investments, Accel Partners and 13 Other Investors
Sprout Social (2009, Chicago, $104M)
Social Media Management & Engagement Tools
Future Fund, New Enterprise Associates, Goldman
Sachs Investment Partners and 1 Other Investors
Sparkcentral (2011, San Francisco, $41.4M)
Social Customer Service Platform
LRM, Group MC, Split Rock Partners and 3 Other
Investors
Social
Falcon.io (2010, Copenhagen, $25.3M)
Customer experience management platform built
on social media marketing tools
Prime Ventures, Northcap Partners, Target
Conversocial (2009, New York City, $22.9M)
Coud based Social Customer Service Solutions
Dawn Capital, Octopus Ventures, Draper Esprit and
2 Other Investors

20
Help Desk
Mobile App Enablers
Helpshift (2011, Pune, $38.2M)
Mobile First Customer Service Helpdesk
Cisco Investments, Intel Capital, Nexus Venture
Open Source
OTRS (2003, Homburg)
Open Source Help Desk solutions and ITSM
Stage: Public
Live Chat
Customer communication and Retention Platform
Unicorn. Stage: Series D
GV, Bessemer Venture Partners, Index Ventures and
15 Other Investors
TouchCommerce (1999, Agoura Hills, $30.9M)
Online Interaction Optimization
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, Alpha Venture Partners, Chazen Capital
Chat And (2010, New York City, $265k)
SaaS-based collaborative chat application
Stage: Deadpooled

21
Help Desk
Live Chat
01 Communique (1992, Mississauga)
Online helpdesk software
Stage: Public
BEST Funds
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
Rakuten Capital, Intel Capital, Illuminate Ventures
Self Service
Knowledge Management
Knowledgebase management through big data
analytics and enterprise search
Soonicorn. Stage: Series E
Tandem Expansion Fund, BDC, Fonds de solidarite
FTQ and 4 Other Investors
Artificial Solutions (2001, Barcelona, $34.5M)
Platform for Natural Language Interaction
development
Scope Capital Advisory, Western Technology
Investment
Bloomfire (2010, Austin, $32.8M)
SaaS workplace collaboration tool for sales and
support reps
Austin Ventures, Silver Creek Ventures, Redpoint

22
Self Service
Knowledge Management
Upland Software (2010, Austin, $31.4M)
Cloud-based enterprise work management
software
Wells Fargo Capital Finance, CIT Bank, Goldman
Sachs Bank USA and 7 Other Investors
Parature (2000, Reston, $29.5M)
Multichannel Customer Service Helpdesk
Stage: Acquired
Accel Partners, Sierra Ventures, Valhalla Partners
Knosys (2013, Collingwood)
Support.com (1997, Redwood City)
Cloud based software for technical support
Stage: Public
Accel Partners, Herald Investment Management
Customer Communities
Lithium (2001, San Francisco, $152M)
Social Customer Experience Management Software
Hercules Capital, New Enterprise Associates,
Sapphire Ventures and 16 Other Investors
Mzinga (2007, Burlington, $42.5M)
Workplace and customer communities solutions
Bluecrest Capital Finance, W Capital Partners, GE
Equity and 1 Other Investors
Vision Critical (2003, Vancouver, $39.5M)
Customer Intelligence Platform for community
insights
Georgian Partners, Northleaf Capital Partners,
Kensington Capital Partners and 6 Other Investors
Walkthroughs
Interactive Website Guidance System
Unicorn. Stage: Series F
EDBI, Insight Venture Partners, Mangrove Capital

23
Self Service
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)
Customer Experience Management SaaS Company
Unicorn. Stage: Series E
Sequoia Capital, TriplePoint Venture Growth, Saints
Capital
Clarabridge (2006, Reston, $125M)
Customer Intelligence Platform
General Catalyst Partners, Summit Partners,
Grotech Ventures and 5 Other Investors
BirdEye (2012, Sunnyvale, $33M)
Business Reputation and customer experience
solutions
World Innovation Lab, Trinity Ventures, Marc
Benioff and 9 Other Investors
OpinionLab (1996, Chicago, $15M)
Voice of Customer Feedback Solutions
SSM Partners, Industry Ventures
Customer Experience Management (CEM)
MaritzCX (2014, South Jordan)
Big Data architecture for customer feedback
management
Soonicorn. Stage: Funded
Allegis Cyber, Rembrandt Venture Partners
IBEX Global (2002, Washington D.C.)
Customer life cycle experience solutions
Stage: Public

24
Feedback Analytics
Survey Tools + Market Research
SurveyMonkey (1999, Palo Alto, $759M)
Online survey and questionnaire platform
T. Rowe Price, Morgan Stanley, Baillie Gifford and
20 Other Investors
Online Market research and customer feedback
software
Insight Venture Partners, Accel Partners, Sequoia
Capital
Satmetrix (1997, San Mateo, $26.7M)
Customer Experience Management Software
Sutter Hill Ventures, Stanford University, Aspen
Survey Tools + Market Research
Confirmit (1996, Oslo)
Customer and employee feedback and market
research solutions
Soonicorn. Stage: Funded
East Peak Capital
Enalyzer (2000, Copenhagen)
Survey software
Stage: Public
SDL (1992, Maidenhead)
Provides translation/localization products and
tech-enabled services
Doughty Hanson, Herald Investment Management,
Invision Private Equity

List of Notable Companies in Customer Service Software in China
Notable Companies in the Sector in China
25
Customer Service Software > Feed Summary > Notable Companies in the Sector in China
Public
HollyCRM
(2002, Beijing)

Recent News in Customer Service Software Sector
Recent News
26
Customer Service Software > Feed Summary > Recent News
Jan 2019 Avaya expands AI offerings with new partnerships, ChannelLife
Jan 2019
Avaya appoints Sanjay Pai as Regional Sales Leader of India, DQ
Channels
Jan 2019 Vector Capital’s Acquisition of Aspect Software, Global Legal Chronicle
Jan 2019
UJET Announces Record Year and Exponential Growth of Contact
Center Customer Service Platform, Business Wire
Jan 2019 Avaya Expands AI Strategy to UC, Channel Partners
Jan 2019
Medline Selects NICE to Implement Sales Compensation, Territory
and Quota Management, Business Wire
Jan 2019
Pegasystems Appoints Ron Hovsepian to its Board of Directors, PR
Newswire
Jan 2019
Rapidly Growing TeamSupport Welcomes New Chief Technology
Officer, PR Newswire
Jan 2019
Avaya and IR elevate alliance and expand availability of Prognosis
solution suite, directorsclub.news
Jan 2019
3CLogic Welcomes Veteran Dell and EMC Executive as Vice
President of Sales, directorsclub.news
Jan 2019 Stephens starts Zendesk coverage, Seeking Alpha
Jan 2019
Jacada Announces Planned Deregistration with, and Suspension of
Reporting to, SEC, GlobeNewswire
Jan 2019 Revenue Surges At Cloudcall, Insider Media
Key Recent News Key Recent News
Jan 2019
Gubagoo Offers Apple Business Chat to Help Automotive
Dealerships More Easily Connect with iOS Users, Business Wire
Jan 2019
Maxor and Relay Network Improve Patient Care with Digital
Engagement Program That Drives 35 Percent Faster Refills Among
At-Risk Patients and Wins Award, PR Newswire
Jan 2019
Frost & Sullivan Selects Cyara as 2018 Global Customer Experience
Testing Platform Vendor of the Year, PRWeb
Jan 2019
New Zealand’s Faceme Raises $10 Million In Funding Led By Alium
Capital, investsize.com
Jan 2019
Zappix, Inc. Unveils Amazon Alexa Integration to Enhance the
Customer Experience, PRWeb
Jan 2019
Helpshift Delivers Year of Record Company Growth and Innovation
in Digital Customer Service, Business Wire
Jan 2019
DH Capital Advises AVOXI on Growth Equity Investment from
Ballast Point Ventures, Citybizlist
Jan 2019
For the Record: storm® Platform Boosts Security Compliance with
Advanced Screen Recording, directorsclub.news
Jan 2019
German Insurer Swiss Life Select Gamifies Sales Operations,
calcalistech.com
Jan 2019
Freshworks becomes first Unicorn to overturn losses; reports Rs 21
crore profit in FY18, Entrackr
Jan 2019 RingCentral Set to Acquire Connect First, UCToday
Jan 2019
RingCentral Expands Customer Engagement Portfolio with Connect
First, Channel Partners

Contents
Feed Summary
Investment Trends
Market Details
Exit Outlook
Investors
News
Appendix
27
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

Some more Sector Reports you might want to check out
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Smart Cars
Dec 2018
Essential Mobile Apps
Dec 2018

Investments ($M) and number of rounds in Customer Service Software; 2011-2019
Global Funding Trends (1/2)
29
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 4% # of Rounds20% $ Funding
4% # of Rounds
29% $ Funding
$21M
$504M
$1.1B
$1B
$692M
$919M
$869M
$1.5B
$21M
0
20
40
60
80
100
120
140
160
180
$0k
$200M
$400M
$600M
$800M
$1.B
$1.2B
$1.4B
$1.6B
2012 2013 2014 2015 2016 2017 2018 2019*
$ Funding # Rounds

53 57 73 79 91 59 43 1
31
26
47 43
57
44
59
2
8 17 12 11
14
8 16
2012 2013 2014 2015 2016 2017 2018 2019 YTD
Seed Early Stage Late Stage
92
3
Total # of Rounds
$30M $21M $53M $54M $64M $31M $38M $1M
$299M
$749M
$443M $275M $385M
$347M $704M
$20M
$175M $339M $530M $364M $470M $490M
$746M
2012 2013 2014 2015 2016 2017 2018 2019 YTD
Seed Early Stage Late Stage
30
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; 2011-2019
Customer Service Software > Investment Trends > Global Funding Trends
103
63
61
74
58
36
0
395
$2.1M
$1.9M
$0.0M
$0.5M
$1.0M
$1.5M
$2.0M
$2.5M
$3.0M
$3.5M
$4.0M
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
$2.1M $1.7M $1.9M $2.5M $2M $3.3M - $1.9M
$353M
$915M
$756M
$387M
$528M
$595M
$1.1B
0
2
4
6
8
10
12
14
16
18
20
0
200000000
400000000
600000000
800000000
1E+09
1.2E+09
2012 2013 2014 2015 2016 2017 2018 2019 YTD
$ Funding # of Rounds
Mega Rounds
9 10 10 9 12 11 19 -
$504M
$21M
Total $ Invested

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 3.3B 259
Cambridge 696M 24
Provo 494M 7
Basking Ridge 400M 2
Vancouver 311M 20
Tel Aviv 309M 27
Chennai 280M 18
New York City 234M 58
Quebec City 171M 7
Seattle 162M 30
Total Funding
706
253
60
89
37
9
6
14
# Rounds
$7B
$788M
$571M
$406M
$341M
$35.5M
$29.5M
$12.6M
US
Europe
Canada
India
Israel
New
Zealand
Australia
SEA
Note: Excludes funding information of China companies

Trend of Average Deal Size ($M)
$0.8
$0.5
$1.0 $1.0 $1.1 $0.9 $1.1
2012 2013 2014 2015 2016 2017 2018
$11.8
$4.2 $3.6
$5.5 $6.8 $8.3 $6.8
$9.6
$85.3
$22.0
$11.9 $9.4 $12.7
$28.6
$29.2 $22.6
$48.2
$40.4 $39.1
$61.3
$49.7
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
$1.1M $250M
$29.4M
$11.2M
$4.7M
$543K
Series C+
Series B
Series A
Seed
Stage

Note: 295 companies with undisclosed funding amount are not included
33
<$1M
$1-10M
$10-50M
$50-100M
$100M+
Funding Range
136
199
121
21
18
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 Jan 2019
Distribution of companies by Funding Range
$46M
$703M
$3B
$1.4B
$4.4B
$ Investment

Stage No. of Companies
Funding
Funnel
100%
27%
10%
5%
3%
34
Note: Numbers in the brackets show the count of companies
Time to raise
next round
85
154
297
786
2914
Series C+
Series B
Series A
Funded
Founded
Next
Round
100M+
Valuation
Exits
Acqui-
Hired
Dead
Pooled
Others
27% 3%
(97)
2%
(67)
0%
(6)
10%
(283)
63%
(1839)
38% 11%
(87)
8%
(59)
1%
(4)
5%
(42)
56%
(443)
52% 21%
(61)
10%
(30)
- 2%
(7)
46%
(136)
55% 37%
(57)
18%
(28)
- 3%
(5)
42%
(64)
- 46%
(39)
21%
(18)
- 4%
(3)
32%
(27)
Customer Service Software > Investment Trends > Funding Funnel
Number of companies progressing to subsequent funding stages in Customer Service Software
Funding Funnel
17 Months
24 Months
26 Months
Investment backedBootstrapped
41
21
149
38
69
7
Soonicorns
Unicorns
Acquisitions
IPOs

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; Jan 2017-Jan 2019
Notable Investments in last 24 months (1/7)
LATE STAGE
$180M - Series C Apr 2017
Online Market research and customer feedback
software
Insight Venture Partners, Accel Partners, Sequoia
Capital
$150M - Series F May 2018
Summit Partners, Bessemer Venture Partners
$125M - Series D Mar 2018
GV, Bessemer Venture Partners, Index Ventures,
Kleiner Perkins
$104M - Series E Feb 2017
Wellington Management, Greenspring Associates,
Summit Partners, Bessemer Venture Partners, G20
Ventures
LATE STAGE
$100M - Series G Jul 2018
Cloud-based business management applications
provider
Accel Partners, Sequoia Capital, CapitalG
$100M - Series E Apr 2018
$75M - Series E Jul 2017
Insight Venture Partners, Scale Venture Partners,
Giza Venture Capital, Mangrove Capital Partners
Drift (2014, Cambridge, $107M)
Customer Segmentation and Engagement platform
Sequoia Capital, General Catalyst Partners, Charles
River Ventures
LATE STAGE
$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
Insight Venture Partners, Mangrove Capital Partners
$38M - Series C Oct 2017
iAdvize (2010, Nantes, $56M)
Customer Engagement Platform
Idinvest Partners, Bpifrance, Quadrille Capital,
Alven, Iris Capital, Kima Ventures
$37M - Series C Jul 2018
service performance
Goldman Sachs Investment Partners, Salesforce,
OpenView

LATE STAGE
Partners
$30M - PE Nov 2018
SysAid (2002, Tel Aviv, $30M)
ITSM Solutions Provider
IGP
$30M - Series E May 2017
$22.5M - Series C Sep 2017
Zipwhip (2007, Seattle, $39.5M)
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
LATE STAGE
$15.8M - Series D Oct 2018
development
$10M - Series F Nov 2018
EDBI
$8M - Series C Dec 2018
service performance
Hearst, Battery Ventures
$3M - Series D Jun 2018
CallMiner (2002, Fort Myers, $62.8M)
Conversational Analytics Software Solutions
Series C May 2018
Inbenta (2005, Barcelona, $14.6M)
Self Service Platform with Virtual Agents
NTT Docomo Ventures
EARLY STAGE
$100M - Series B Oct 2018
Browser based call center
Viking Global Investors, DFJ
$66M - Series B Jan 2018
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 Partners, 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
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 Partners, GV, Summit Partners, Y Combinator
$29M - Series B May 2018
Aircall (2014, Paris, $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, $38.5M)
Customer centric relations platform for customer
support
Redpoint Ventures, BOLDstart Ventures, Canaan
Partners, Social Leverage, Cisco Investments
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 Feb 2017
BirdEye (2012, Sunnyvale, $33M)
Business Reputation and customer experience
solutions
World Innovation Lab, Trinity Ventures
$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
EARLY STAGE
$20M - Series B Apr 2018
Directly (2011, Palo Alto, $36.4M)
CrowdSourced Expert Customer Service
Northgate Capital, Costanoa Venture, True Ventures,
M12
Ujet (2015, San Francisco, $45M)
In-app customer support suite
DCM Ventures, Resolute Ventures, Relay Ventures,
Kleiner Perkins
$17M - Series B Jul 2018
Pypestream (2015, New York City, $35M)
Develops AI-based solutions to automate various
business processes
Berkley
Kasisto (2013, Menlo Park, $28.5M)
Conversational AI solutions for mobile applications
Oak HC/FT, Propel Venture Partners, Two Sigma
Ventures, Commerce Ventures, Partnership for New
York City

EARLY STAGE
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 Feb 2017
Pypestream (2015, New York City, $35M)
Develops AI-based solutions to automate various
business processes
Rick Braddock, The Chatterjee Group
$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
$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
EARLY STAGE
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
$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
$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
$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, Lipman, Yaniv Tal
AVOXI (2001, Atlanta, $10.1M)
Cloud based VoIP Solutions and Contact center
software
Ballast Point Ventures

EARLY STAGE
Luminoso (2010, Cambridge, $29.8M)
Customer feedback and experience management
through text analytics
DVI Equity Partners, Liberty Global, Raptor Group,
Accord 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
$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
EARLY STAGE
$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
$8.2M - Series A Nov 2017
Active Intelligence (2016, Bangalore, $11.7M)
Conversational banking platform
Vertex Ventures, Dream Incubator, Kalaari Capital,
CreditEase, Chiratae Ventures
$7.5M - Series A Jun 2017
Planven Investments, Innogy Ventures, Comdata
Group, Cognitiv Ventures
$7.4M - Series A Jul 2017
Zanroo (2008, Pak Kret, $7.4M)
Social media monitoring and analytics solutions for
businesses
Shift Ventures
EARLY STAGE
$6.5M - Series A May 2017
Rulai (2016, Campbell, $13M)
Chatbots for customer engagement
Eight Roads Ventures, Zhongwei Capital, GSR
Ventures
$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
$3.7M - Series A Apr 2017
Whatfix (2010, Bangalore, $5.3M)
Online self service tool for interactive how-to guides
Helion Venture Partners, Ratnagirish
Mathrubootham, Aneesh Reddy, Stellaris Venture
Partners, Surya Kumari Namburu, Gokul Rajaram,
Richard T Wagner, Shanmugam Krishnasamy,
Dinesh Agarwal, Dream Capital, Bernd Leukert,
Surendra Nath Nukala, Girish Mathrubootham,
Dilipkumar Khandelwal, GSF, Vispi Daver

EARLY STAGE
$3M - Series A Nov 2018
Verloop (2015, Bangalore, $3M)
Automated customer support
Parampara Capital, Kris Gopalakrishnan, Dr Ranjan
Pai
$2.7M - Series B Nov 2017
Welcome Commerce (2011, New York City,
$21.9M)
Live chat software for online websites
Cerebri (2016, Austin, $10M)
Cognitive Computing for Call Centres
$1.7M - Series A Mar 2017
CrowdCare (2012, Toronto, $7.3M)
Complete Customer Support Software for iOT
devices
Scale UP Ventures, Mantella Venture Partners,
Brightspark Ventures
EARLY STAGE
Series B Nov 2017
Uniphore (2008, Chennai, $14.9M)
Speech Recognition, voice biometrics and virtual
assistant solutions
John Chambers, IDG ventures, India Infoline
Series A Oct 2018
Salesforce
Series A Jun 2018
truRating (2012, London, $17.3M)
Point of sale customer feedback for SME hospitality
Emerisque
Series A Jul 2018
Zingle (2009, Carlsbad, $4M)
Cloud based Messaging Platform
PeakSpan Capital
EARLY STAGE
Series A Mar 2018
Deepgram (2015, San Francisco, $1.9M)
Speech analytics API
NVIDIA

SEED STAGE
$2.7M - Angel Feb 2017
Agent.ai (2016, Mountain View, $2.7M)
AI powered customer service software
David Zhao, Ethan Davidoff, Dave Liu
$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
$2M - Seed Mar 2018
Avaamo (2014, Los Altos, $23.5M)
Mobile-first enterprise secure messaging
Wipro
$1.8M - Seed Mar 2018
Gorgias (2015, Paris, $3.3M)
Customer support software powered by machine
learning
SEED STAGE
$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
$699k - Seed Sep 2017
Sentisum (2015, San Francisco, $699k)
Customer review analytics
Angels in the City, 500 Startups, Ascension Ventures,
London Co-Investment Fund
Seed Feb 2018
WebEngage (2011, Mumbai, $2M)
Multi-channel predictive marketing automation
suite
Social Capital
SEED STAGE
Seed Aug 2017
RevTwo (2016, Boston)
In-app customer support
Momenta Partners

Customer Service Software > Investment Trends > Notable Investments in last 24 months in China
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
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

Most Active Investors (VC, PE) by Stage in Customer Service Software; Last 5 years (Jan 2014-Jan 2019)
Most Active VC & PE Investors
43
Customer Service Software > Investment Trends > Most Active VC & PE Investors
SEED STAGE
Right Side Capital Management(5
Investments)
Roof AI, Directech Labs, Parakeet Communications
1
Seedcamp(4 Investments)
re:infer, Yodel.io, interact.io
2
Accel Partners (3 Investments)
Instabug, ClearGraph, Konotor
3
True Ventures (2 Investments)
Solvvy, Chameleon
4
FirstMark(2 Investments)
Guru, Frame.ai
5
BOLDstart Ventures (2 Investments)
Front, Kustomer
6
Point Nine Capital(2 Investments)
Front, CallDesk
7
Venrock (2 Investments)
Socrates, Quiq
8
HV Holtzbrinck Ventures(2 Investments)
Ultimate, I2x.ai
9
Neulogy Ventures(2 Investments)
Staffino, AgentBalance
10
EARLY STAGE
M12(4 Investments)
Helpshift, Directly, Cerebri
1
Sequoia Capital (3 Investments)
Front, Drift, Hyphenate
2
Intel Capital (3 Investments)
Helpshift, CafeX Communications, Avaamo
3
Cisco Investments(3 Investments)
Helpshift, CloudCherry, Kustomer
4
Scale Venture Partners (3 Investments)
Solvvy, TalkIQ, TechSee
5
Brightspark Ventures(3 Investments)
Wysdom, Nguvu, CrowdCare
6
PeakSpan Capital (3 Investments)
MindTouch, Cyara, Zingle
7
Mayfield(2 Investments)
Knowlarity, Skilljar
8
Chiratae Ventures (2 Investments)
Active Intelligence, Uniphore
9
New Enterprise Associates(2 Investments)
Gladly, Forethought
10
LATE STAGE
TCV (2 Investments)
Fuze, NewVoiceMedia
1
Greenspring Associates (2 Investments)
Fuze, WalkMe
2
Goldman Sachs Investment Partners
(2 Investments)
Sprout Social, Cogito Corporation
3
Sequoia Capital
Freshworks
4
Summit Partners
Fuze
5
Insight Venture Partners
WalkMe
6
Scale Venture Partners
WalkMe
7
CapitalG
Freshworks
8
Social Capital
SurveyMonkey
9
Index Ventures
Intercom
10

Customer Service Software > Investment Trends > Most Active Ecosystem Investors
Top Ecosystem Investors in Customer Service Software; Last 5 years (Jan 2014-Jan 2019)
Most Active Ecosystem Investors
INCUBATOR/ACCELERATOR
Techstars(18 Investments)
Gorgias, Skilljar, Ultimate
1
500 Startups(16 Investments)
Intercom, Aircall, ManyChat
2
Y Combinator(12 Investments)
Front, Podium, Observe
3
Alchemist Accelerator(9 Investments)
PlayVox, wise.io, WholeMeaning
4
Plug and Play Tech Center(7 Investments)
BirdEye, Bunchball, Kustomer
5
Startupbootcamp(5 Investments)
Enterprise Bot, GotBot, TryLikes
6
Jerusalem Venture Partners(3
Investments)
GamEffective, Jacada, Aspectiva
7
Axel Springer Plug and Play
Accelerator(3 Investments)
Vicomi, LiveCall, orat.io
8
Entrepreneur First(3 Investments)
Chattermill, True AI, Sentient Machines
9
Nielsen Innovate Fund (3 Investments)
Revuze, Tomobox, Yellzz
10
OTHER NOTABLE INVESTORS
Kima Ventures(10 Investments)
Front, Aircall, Gorgias
1
Salesforce(10 Investments)
SurveyMonkey, Talkdesk, Helpshift
2
Wayra(8 Investments)
CogniCor, Toky, E-bot7
3
Bpifrance(3 Investments)
iAdvize, SPLIO, MyFeelBack
4
Iconiq Capital(3 Investments)
SurveyMonkey, Intercom, Soul Machines
5
Internet Initiatives Development
Fund(3 Investments)
Ligaq, Oprosso, Clicktex
6
Finnvera(3 Investments)
Surveypal, Etuma, Finnchat
7
Octopus Investments(3 Investments)
Natterbox, Conversocial, Callstream
8
BDC(2 Investments)
Finn, ResponseTek
9
NewSpring Capital(2 Investments)
CallMiner, Interactions
10
DEBT INVESTORS
Western Technology Investment(12
Investments)
Cogito Corporation, NewVoiceMedia, Chordiant Software
1
Hercules Capital(8 Investments)
Fuze, CallMiner, NewVoiceMedia
2
Lighter Capital(3 Investments)
Glance, TextUs, SkipioReviews
3
Wellington Financial(3 Investments)
Vision Critical, Moxie, iPerceptions
4
Silicon Valley Bank(2 Investments)
Hootsuite, Directly
5
Idinvest Partners(2 Investments)
iAdvize, Sightcall
6
Harbert Management(2 Investments)
B2X Care Solutions, Voci Technologies
7
BOOST&Co(2 Investments)
Vizolution, Natterbox
8
Seeder Fund(2 Investments)
Hello Customer, Faqbot
9
Mercia Technologies
Voxpopme
10

Customer Service Software > Investment Trends > Investors in Unicorn club
Investors in Unicorn Club (1/6)

Customer Service Software > Investment Trends > Unicorn Investors in the Sector
Unicorn Investors in the Sector

Contents
Feed Summary
Investment Trend
Market Details
Exit Outlook
Investors
News
Appendix
52
BlueBox
Key Sub Sectors
Detailed Sector Taxonomy
Top Markets of Investment Activity
Top Markets of Early Stage Investors
Other Notable Markets
Market Deep Dive

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FACTSHEET
Marketmap: Customer Service Software
54
Customer Service Software > Market Details > BlueBox

Key Sub Sectors
55
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)
592 187 $3.1B
Feedback Analytics
Companies offering software to capture feedback and take action to improve customer
experience
SurveyMonkey (1999, Palo Alto, Public)
735 161 $2.2B
Help Desk
Platform which enables customer support agents to receive, process and respond to incoming
queries o....
Zendesk (2007, San Francisco, Public)
Hootsuite (2008, Vancouver, $247M)
1259 306 $2.2B
Self Service
Companies offering tools for providing self-service solutions to customers with an agent-less
method....
Lithium (2001, San Francisco, Acquired)
210 80 $1.2B
Suite
Companies that offer a comprehensive suite of tools for customer support across multiple
channels
Chordiant Software (1983, Cambridge,
Acquired)
41 19 $501M
Companies offering multi-channel customer interaction analytics solutions
Eglue Business Technologies (2001,
Herzliya, Acquired)
Glassbox Digital (2010, London, $32.5M)
57 26 $255M
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

Detailed Sector Taxonomy (1/7)
56
Customer Service Software > Market Details > Detailed Sector Taxonomy

57

58

59

60

61

62

Rank Market
Last 2 Years
$ Invested # Round Top Funded Company
1
(+5)
Help Desk > Omnichannel
Companies offering integrated omnichannel help desk ticketing solutions
(Companies covered 174 | Funded 33 | Total Funding $397M)
$212M
(+$129M)
15
(+4)
Front
2
(+1)
Self Service > Knowledge Management
Companies designing a cloud-based knowledge management platform for internal customer support
reps as well as external customers
$176M
(+$76.4M)
11
(-3)
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
$265M
(+$160M)
9
(-)
Intercom
4
(+1)
Call Center > Analytics
Companies developing analytics solutions for customer conversations for quality assurance and
monitoring
$97.1M
(+$44.6M)
16
(-)
Cogito Corporation
(2007, Boston, $71.6M)
5
(+3)
Help Desk > Live Chat > Virtual Agents
Companies offering a platform to automate live chat conversations using AI technology
(Companies covered 124 | Funded 32 | Total Funding $84.5M)
$67.3M
(+$50.4M)
24
(+9)
Ada Support
(2016, Toronto, $17.2M)
6
(+4)
Feedback Analytics > Survey Tools + Market Research
Companies offering survey-based feedback analytics tools to manage customer experience and market
research
(Companies covered 179 | Funded 33 | Total Funding $1.3B)
$188M
(+$163M)
7
(-3)
Qualtrics
(2002, Provo, Acquired)
7
(-6)
Feedback Analytics > Customer Experience Management (CEM) > Omnichannel
Companies offering Integrated omnichannel CEM solutions
$67.7M
(-$121M)
9
(-3)
BirdEye
(2012, Sunnyvale, $33M)
63
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 (January 2017 - December 2018)
Customer Service Software > Market Details > Top Markets of Investment Activity

Rank Market # Investments Key Investments
1
Help Desk > Omnichannel
Companies offering integrated omnichannel help desk ticketing solutions
(Companies created 174 | Funded 33 | Total Funding $397M )
2
2
Feedback Analytics > Customer Experience Management (CEM) > Social > Customer
Reviews
Companies offering software for tracking customer reviews and feedback on review websites
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
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
1 Avaamo (2014, Los Altos, $23.5M)
5
Help Desk > Virtual Agents
Companies offering a platform to automate the ticketing process
(Companies created 29 | Funded 12 | Total Funding $42.7M )
1 Forethought (2017, Palo Alto, $9.5M)
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
66
Top Markets of Early Stage Investors
Top Markets where Early Stage Investors are investing in last 2 years (January 2017 - December 2018)
Customer Service Software > Market Details > Top Markets of Early Stage Investors

Incubators Y Combinator (#1), Plug and Play Tech Center (#1)
Seed BOLDstart Ventures (#2), Kima Ventures (#1)
Series A/B Charles River Ventures (#1), Social Leverage (#1)
Series C+ GGV Capital (#2), Index Ventures (#1)
Dimelo Oct - 2018
Acq by RingCentral
Kayako Mar - 2018
Acq by ESW Capital
Customer360 Dec - 2015
Acq by Interactive Intelligence for $10M
Zendesk May - 2014
IPO'd on NYSE
Desk.com Sep - 2011
Acq by Salesforce for $50M
$30M - PE
$710k - Seed
Zyprr (2014, Boston, $710k)
$1.2M - Seed
SnapCall (2015, Paris, $1.2M)
Series B
Team Support (2008, Dallas, $1.3M)
$26M - Series B
Kustomer (2015, New York City,
$38.5M)
$1.8M - Seed
$3M - Series A
Quiq (2015, Bozeman, $9.5M)
$66M - Series B
Jan 2019
Rapidly Growing TeamSupport Welcomes New Chief
Technology Officer, PR Newswire
Jan 2019 Stephens starts Zendesk coverage, Seeking Alpha
Jan 2019
Zoom, Slack, and Twilio see expense account love from
businesses, says Expensify, ZDNet
Jan 2019
Zendesk Announces Date of Fourth Quarter and Full Fiscal
Year 2018 Financial Results, Business Wire
Jan 2019
Zendesk sees huge cloud biz opportunities in India, Deccan
Herald
Dec 2018 POLAR appoints Andrew Plunkett, mondo
Dec 2018
Asset Management Software Market to See Major Growth
Worldwide by Focusing Key Players Like CA Technologies,
HPE, IBM, Agiloft, Eracent, ServiceNow, Symantec, Digital
Journal
Dec 2018
Zendesk‘s Open CRM Platform Powered by Amazon Web
Services, Enterprise It World
Dec 2018
Teamwork pays off for Cork entrepreneurs behind software
firm, The Irish Times
Dec 2018
Zendesk Introduces Sales Force Automation Tool – Zendesk
Sell, NCNOnline
Nov 2018
Oomnitza Oomnitza Bot integrates with Zendesk, Financial
News
Nov 2018
Zendesk shifts to platform play with Zendesk Sunshine
launch, TechCrunch
Nov 2018
Unbabel unveils new integration, removing language
barriers in Zendesk Chat, Latest Software Testing News
News
5
3
11
33
174
M&A/IPO
Series C+
Series A+
Funded
Companies
Covered
Funding Funnel
Help Desk > Omnichannel: Market Factsheet
67
Exits
Recent InvestmentsCompanies offering integrated
omnichannel help desk ticketing
solutions
Zendesk
Front
Gladly
Kustomer
(2015, New York City, $38.5M)
Redwood Technologies Group
(1993, Bracknell, $34.4M)
Top Companies
#1 Top Markets of Investment Activity
Customer Service Software > Market Details > Market: Omnichannel
Companies Created 174 | Funded 33 | Total Funding $397M
0
2
4
6
8
10
$0k
$50M
$100M
$150M
$200M
2014 2015 2016 2017 2018
YoY Funding Rounds
YoY Funding and Rounds
Market: Omnichannel

Help Desk > Omnichannel: Top Companies
Market: Omnichannel
Analyst’s Pick
Zendesk (2007, San Francisco, $85.5M)
Redpoint Ventures, GGV Capital, Charles River
Customer centric relations platform for customer
support
Minicorn. Stage: Series B
Redpoint Ventures, BOLDstart Ventures, Canaan
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
ITSM Solutions Provider
Editor's Pick. Stage: Funded
IGP
Quiq (2015, Bozeman, $9.5M)
Customer service text messaging
Editor's Pick. Stage: Series A
Venrock, Next Frontier Capital
Customer support software powered by machine
learning
Minicorn. Stage: Seed
Charles River Ventures, Amplify Partners, Kima
Freshdesk (2010, Chennai)
Cloud-based customer helpdesk solutions
Soonicorn. Stage: Unfunded
Analyst’s Pick
ManageEngine (1995, Pleasanton)
Enterprise IT Management and Customer Support
Software
Soonicorn. Stage: Bootstrapped Large
Kayako (2001, Gurgaon)
Cloud-based and on-premise help desk, CRM and
live chat software
Minicorn. Stage: Acquired
Ngagex (2016, Hyderabad)
Omni-channel messaging solution
Editor's Pick. Stage: Unfunded

Note: Overall Rating is a combination of Funding and Team rating, along with Execution, Size and Growth metrics
69
Help Desk > Omnichannel: Leaderboard
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 - - 74k 218.4M 2939.5k 108
537.3
k
22% 989 1%
4.5 Front 2013
San
Francisco
Series B $79.2M 5 - 4 - - 5.5k 30k 129 7 37 40% 597 12%
4.3 Desk.com 2009
San
Francisco
Acquired $5.2M 2 - 5 - - - 3.1M 84.5k 8 15.1k 22% - -
4.2
Team
Support
2008 Dallas Series B $1.3M 2 - - - - 15k - - 9 - - 9.8k 186%
4.1 Dimelo 2006 Paris Acquired $2.9M 1 - - - - 3.4k - - 2 - - 1.7k 92%
4.0 SysAid 2002 Tel Aviv Funded $30M 1 - 3 - - 3.9k 69k 296 3 11 4% 944 33%
4.0 Freshdesk 2010 Chennai Unfunded - - - 5 - - 20k 147.1M 1366.7k 38
491.1
k
56% 600 3%
3.5 Gorgias 2015 Paris Seed $3.3M 2 - - - - 770 - - 1 - - 78 11%
3.4 Kustomer 2015
New York
City
Series B $38.5M 3 - - - - - - - 3 - - - -
3.4 Gladly 2014
San
Francisco
Series C $63M 2 - - - - - - - 5 - - - -
3.4
ManageEngi
ne
1995 Pleasanton
Bootstrap
ped Large
- - - 4 - - 5.6k 806k 2.9k 49 370 15% 182 3%
3.2 Teamwork 2007 Cork Unfunded - - - 4 - - 10k 315k 1.4k 6 65 5% 699 8%

Incubators
Seed Salesforce (#1), True Ventures (#1)
Series A/B Austin Ventures (#2), Accel Partners (#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 C
$1M - Series A
Retrieve Technologies (2006,
Manchester, $12.3M)
$100M - Series E
$7.7M - Series C
B2X Care Solutions (2008, Munich,
$34.4M)
Jan 2019
Coveo Adds eCommerce Veteran to Senior Management
Team as Part of Rapid Growth Strategy, PRWeb
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
Upland Software Acquires Adestra, Raises Guidance, PR
Newswire
Dec 2018 Tenrox unveils 2019 R1, Enterprise Times
Dec 2018
Guru Secures $25M Series B Funding to Empower Teams
with Real-Time Knowledge, Business Wire
Nov 2018
noHold’s AI Platform Complies with Top Industry Standards,
AiThority
Nov 2018
Market Trends Toward New Normal in support, Innovative
Solutions and Support, Cleveland BioLabs, Ideal Power,
Comstock Holding Companies, and GWG — Emerging
Consolidated Expectations, Analyst Ratings, GlobeNewswire
Nov 2018 Kindred Group working on voice betting, Reviewed-Casinos.com
Nov 2018
Coveo expanding Montreal office to support 300 hires,
BetaKit
Nov 2018
B2X announces 'in-home' service for Google Pixel 3 and Pixel
3 XL, Gadgets Now
Oct 2018 Artificial Solutions Raises $15.8M in Funding, FinSMEs
Oct 2018
Neocase Software releases significantly improved version of
HR platform, Gigabit Magazine
Aug 2018
Upland Software misses by $0.01, beats on revenue, Seeking
Alpha
News
15
6
25
39
118
M&A/IPO
Series C+
Series A+
Funded
Companies
Covered
Funding Funnel
Self Service > Knowledge Management: Market Factsheet
70
Exits
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
Customer Service Software > Market Details > Market: Knowledge Management
0
2
4
6
8
10
12
$0k
$20M
$40M
$60M
$80M
$100M
$120M
$140M
$160M
2014 2015 2016 2017 2018
YoY Funding Rounds
Market: Knowledge Management

Self Service > Knowledge Management: Top Companies
Market: Knowledge Management (1/2)
Analyst’s Pick
Soonicorn. Stage: Series E
Tandem Expansion Fund, BDC, Fonds de solidarite
FTQ and 4 Other Investors
development
Scope Capital Advisory, Western Technology
Investment
Bloomfire (2010, Austin, $32.8M)
SaaS workplace collaboration tool for sales and
support reps
Austin Ventures, Silver Creek Ventures, Redpoint
Analyst’s Pick
Upland Software (2010, Austin, $31.4M)
Cloud-based enterprise work management
software
Wells Fargo Capital Finance, CIT Bank, Goldman
Sachs Bank USA and 7 Other Investors
Self Service Platform with Virtual Agents
Minicorn. Stage: Series C
NTT Docomo Ventures, Level Equity, Amasia, Scale
Capital
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.
PeakSpan Capital, SK Ventures, SAP
Analyst’s Pick
Kaybus (2012, Mountain View, $8.8M)
Knowledge automation application
Artiman Ventures, OVO Fund
noHold (1999, Milpitas, $4M)
Virtual Agents and Knowledge Management
Software
Celtic House Venture Partners, Myqube
Gluru (2014, London, $3.5M)
AI based personal assistant for consumer and
business users
Saatchinvest, Gecad Ventures, Playfair Capital and 3
Other Investors
Fusemachines (2012, New York City, $975k)
Sales and Customer service Automation Platform
Future Perfect Ventures, Founders Guild

Self Service > Knowledge Management: Top Companies
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)
ServiceTarget (2016, Bozeman)
Platform to create customer self-support
applications
Soapbox.ai (2016, Sydney)
Cognitive knowledge assistant for customer service
reps
Zoomin Software (2015, Tel Aviv)
Product content publishing and analytics platform
for improving customer experience

73
Self Service > Knowledge Management: Leaderboard
Market: Knowledge Management
Overall
Rating
Company
Name
Year Location Stage
Funding
($M)
Funding
Rounds
Team
Rating
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 - - - - 3.6k - - 18 - - 162 5%
4.9 Guru 2013
Philadelphi
a
Series B $38M 5 - - - - 2.6k - - 6 - - 187 8%
4.8
B2X Care
Solutions
2008 Munich Series C $34.4M 6 - - - - 31k - - 14 - - 250 1%
4.7
Upland
Software
2010 Austin Public $31.4M 5 - - - - 544 - - 46 - - 33 6%
4.3 Inbenta 2005 Barcelona Series C $14.6M 3 - - - - 2.6k - - 6 - - 1 -
4.2 MindTouch 2004 San Diego Series A $12M 1 - - - - 6.5k - - 4 - - 23 -
4.1 Solvvy 2013 Palo Alto Series A $16.5M 2 - - - - 324 - - 4 - - - -
3.9
Artificial
Solutions
2001 Barcelona Series D $34.5M 3 4 - - - 2.6k - - 4 - - -8 -
3.6 Support.com 1997
Redwood
City
Public - - - 4 - - 1.1k 2M 5.8k 9 1.6k 38% -65 -6%
3.4 Bloomfire 2010 Austin Series B $32.8M 4 - 3 - - 7.4k 3k 14 13 2 17% -71 -1%
3.3
Retrieve
Technologies
2006 Manchester Series A $12.3M 7 - 4 - - 463 5k 26 1 3 13% -22 -5%
3.2 noHold 1999 Milpitas Series A $4M 1 - - - - 597 - - 15 - - -18 -3%
3.1 Nanorep 2009 Herzliya Acquired $1.3M 2 - - - - 999 - - 1 - - -37 -4%
3.1 Panviva 1996
Camberwel
l
Series B $4M 2 - - - - 1.4k - - 3 - - -20 -2%

Incubators Y Combinator (#2), 500 Startups UK (#1)
Seed Kima Ventures (#1), Wayra (#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
$1.1M - Seed
ConvertFox (2017, Hyderabad, $1.1M)
$60M - Series C
$125M - Series D
$6.3M - Series A
Agent IQ (2015, San Francisco, $8.5M)
$38M - Series C
$32M - Series B
Jan 2019
Gubagoo Offers Apple Business Chat to Help Automotive
Dealerships More Easily Connect with iOS Users, Business
Wire
Jan 2019
Drift Boosts Senior Leadership Team with Five New Hires,
Citybizlist
Jan 2019
Unbabel and Intercom partner to provide multilingual
messaging, RealWire
Dec 2018
PathFactory And Drift Partner To Connect Content Insights
With Chatbot Capabilities, Demand Gen Report
Dec 2018
01 Communique Announces its Fourth Quarter Fiscal 2018
Results and Provides an Update on Operations, CNW
Dec 2018
Revenues almost double at Irish tech company Intercom, The
Irish Times
Dec 2018
PathFactory And Drift Integrate To Create Better On-
Demand B2B Marketing Experiences For Buyers, PRWeb
Dec 2018
LivePerson launches Maven™, a breakthrough
conversational AI that replaces traditional websites and 800-
numbers, PR Newswire
Nov 2018
LiveChat Launches New Chatbot Capabilities, Smart Customer
Service
Oct 2018
LivePerson integrates with AdLingo, the Conversational
Display Ads, PPC Land
Oct 2018
LivePerson acquires Conversable, a conversational AI
company, VentureBeat
Sep 2018
Comm100 Unveils 3-Pronged Partner Program, Channel
Partners
News
15
7
10
44
307
M&A/IPO
Series C+
Series A+
Funded
Companies
Covered
Funding Funnel
Help Desk > Live Chat: Market Factsheet
74
Exits
Recent InvestmentsCompanies offering a platform for
businesses to talk to customers in
real-time over website and mobile
01 Communique
(1992, Mississauga)
Intercom
Drift
iAdvize
(2010, Nantes, $56M)
Top Companies
Customer Service Software > Market Details > Market: Live Chat
0
1
2
3
4
5
6
7
8
$0k
$50M
$100M
$150M
$200M
$250M
2014 2015 2016 2017 2018
YoY Funding Rounds
Market: Live Chat

Help Desk > Live Chat: Top Companies
Market: Live Chat
Analyst’s Pick
Unicorn. Stage: Series D
GV, Bessemer Venture Partners, Index Ventures and
15 Other Investors
Sequoia Capital, General Catalyst Partners, Charles
River Ventures and 4 Other Investors
Customer Engagement Platform
Idinvest Partners, Bpifrance, Quadrille Capital and 4
Other Investors
TouchCommerce (1999, Agoura Hills, $30.9M)
Online Interaction Optimization
Sierra Ventures, Dolphin Equity Partners, Hudson
Venture Partners and 4 Other Investors
Analyst’s Pick
Altocloud (2013, Mountain View, $3M)
Predictive Contextual Communication and
Analytics Platform
ACT Venture Capital, Digicel Group, Delta Partners
Morph.ai (2016, Gurgaon)
Conversational bots for lead nurturing
Minicorn. Stage: Unfunded
Comapi (2001, Gloucester)
Multi-channel messaging APIs provider
Editor's Pick. Stage: Acquired
Technology Venture Partners
CometChat (2015, Mumbai)
Live chat software for websites and mobile app
Gubagoo (2010, Boca Raton)
Digital Messaging solution for Automotive
dealerships
Analyst’s Pick
MagixChat (2015, Delhi)
Cloud-based live chat solution for businesses

76
Help Desk > Live Chat: Leaderboard
Market: Live Chat
Overall
Rating
Company
Name
Year Location Stage
Funding
($M)
Funding
Rounds
Team
Rating
App
Rating
App UI
Web
UI
Social
Followers
Mobile
Downloads
Mobile
Reviews
News
Mentions
Mobile
Reviews
Social
Followers
Δ % Δ %
5.0 Intercom 2011
San
Francisco
Series D $241M 6 - 4 - 4 36k 75k 546 22 - - 2k 6%
4.7 iAdvize 2010 Nantes Series C $56M 4 - - - - 8.9k - - 3 - - 22 -
4.6 Drift 2014 Cambridge Series C $107M 3 - 4 - - 6 30k 246 24 193 364% - -
3.8 Pure Chat 2012
Arizona
City
Seed $1.8M 2 - 4 - - 1.7k 300k 2.1k 2 171 9% -19 -1%
3.5 Zopim 2008 Singapore Acquired $241k 3 - 4 - - - 300k 3.8k 2 128 4% - -
3.4 LivePerson 1995
New York
City
Public $2.3M - - 3 - - 10k 3k 30 48 - - 100 1%
3.4 Agent IQ 2015
San
Francisco
Series A $8.5M 2 - - - - - - - 2 - - - -
3.3
TouchComm
erce
1999
Agoura
Hills
Acquired $30.9M 8 - - - - 538 - - 4 - - -22 -4%
3.3 Comapi 2001 Gloucester Acquired - - - 5 4 4 1.5k 30 1 3 - - 666 87%
3.1 Altocloud 2013
Mountain
View
Acquired $3M 2 - - - - - - - 4 - - - -
3.0
01
Communiqu
e
1992 Mississauga Public - 1 - 4 3 4 939 4k 67 16 - - -68 -7%
2.9 Hoperator 2013 St. Louis Series A - 1 3 - - 4 1.3k - - 1 - - 9 1%
2.9 LiveChat 2002 Wroclaw Public - - - 4 - - 89 300k 1.3k 4 105 9% -4 -4%

Customer Service Software > Market Details > Market: Analytics
Market: Analytics

Market: Analytics

Customer Service Software > Market Details > Market: Virtual Agents
Companies Created 124 | Funded 32 | Total Funding $84.5M
Market: Virtual Agents

Market: Virtual Agents (1/2)

Market: Virtual Agents (2/2)

Market: Virtual Agents

Customer Service Software > Market Details > Market: Survey Tools + Market Research
Companies Created 179 | Funded 33 | Total Funding $1.3B
Market: Survey Tools + Market Research

Market: Omnichannel

Market: Omnichannel (1/2)

Market: Omnichannel (2/2)

Market: Omnichannel

Customer Service Software > Market Details > Market: Interaction Analytics
Market: Interaction Analytics

Customer Service Software > Market Details > Market: Customer Reviews
Market: Customer Reviews

Tracxn - Customer Service Software Startup Landscape

Tracxn - Customer Service Software Startup Landscape

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