TRACXN REPORT : CUSTOMER SERVICE...

Customer Service Software Report, March 2016

March 2016

TRACXN REPORT : CUSTOMER SERVICE SOFTWARE


CONTENTS

Topic Page

Sectors We Track 03

Sector Overview 04

Market Map 13

Company List 27

Team 197

2


Illustrative Sectors We Track

ENTERPRISEINFRASTRUCTURE

MOBILE TECHNOLOGY

CONSUMER FINTECH EDUCATION HEALTHCARE

SECURITY

STORAGE

NETWORKING

MOBILITY

IT OPS

CLOUD INFRASTRUCTURE

API MANAGEMENT

BIGDATA INFRASTRUCTURE

MOBILE COMMERCE

MOBILE PAYMENTS

MOBILE MARKETING

MOBILE DEV TOOLS

MOBILE HEALTH

MOBILE GAMING

MOBILE LEARNING

MOBILE COMMUNICATION

INTERNET OF THINGS

VIRTUAL REALITY

CONSUMER ROBOTICS

WEARABLE TECHNOLOGY

SMART HOMES

DRONES

SMART CARS

3D PRINTING

FOOD TECH

SECOND HAND GOODS

BITCOIN

PAYMENTS

EDUCATION IT

SELF LEARNING

LIFE SCIENCES

DIGITAL HEALTH

ENTERPRISEAPPLICATIONS

ENTEPRISE COLLABORATION

SALES FORCE AUTOMATION

PR TECH

DATA AS A SERVICE

LEGAL TECH

MARKETING TECH

CUSTOMER SERVICE SOFTWARE

BUSINESS INTELLIGENCE


Scope of report• This report covers 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 include companies which provide self service software which includescustomer centric communities(web and social) and knowledge management tools for customer service reps and externalcustomers. It also cover companies which provides software to capture customer feedback across all interaction channels toimprove customer experience and brand loyalty.

• This report does not cover companies which provides:• Collaboration 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, telephony applications.• Call center software for sales, marketing and telesales activities.• Website and mobile based marketing solutions for customer engagement.• Over $4.3B invested since 2005, with ~$1B invested in 2015 and 2016 YTD. Total of 613 funding rounds with 302 funded

companies.

Most active funds

• Accel Partners (Hootsuite, Qualtrics, Freshdesk, Parature)

• Sequoia Capital (Medallia, Qualtrics, Capillary Technologies, Tokbox)

• NEA (Lithium Technologies, HelpScout, newBrandAnalytics)

Customer Service Software - Sector overview

4


Notable Investments in 2015 YTD

• Sprout Social (Help Desk – Social) - $42M in Series C funding led by Goldman Sachs – Feb 17, 2016.

• Interactions Corporation (Call Center – Virtual Agents) - $11M from undisclosed investors – Feb 12, 2016

• Fuze (Call Center – Suite) - $112M funding led by Summit Partners – Feb 09, 2016.

• NewVoiceMedia (Call Center - Suite) - $30M in Series C funding led by BGF Ventures – Jan 28, 2016.

• CustomerMatrix (Call Center – Agents Productivity) - $10.5M led by HSBC – Jan 25, 2016

• VoiceBase (Call Center – Analytics) - $10M from undisclosed investors – Jan 14, 2016

• MindTouch (Self Service – Knowledge Management) - $12M in Series A led by PeakSpan Capital – Jan 14, 2016

• Retrieve Technologies (Self Service – Knowledge Management) - $10M from undisclosed investors – Dec 10, 2015

• Coveo (Self Service – Knowledge Management) - $35M in Series D funding led by IQ Venture Capital– Nov 05, 2015.

• NGDATA (Analytics) - $10.2M in Series B led by Idinvest Partners – Oct 28, 2015

• Conversocial (Help Desk – Social) - $11M led by Dawn Capital – Oct 19, 2015

• iAdvize (Live Chat) - $16M in Series A from Iris Capital, Bpifrance and Alven Capital – Sep 22, 2015

• CallMiner (Call Center – Analytics) - $16M led by NewSpring Capital – Sep 15, 2015

• Capillary Technologies (Feedback Analytics – CEM – Omnichannel – Retailers) - $45M in Series C led by Warbus Princus –Sep 3, 2015


5


Notable Investments in 2015 YTD

• Intercom (Live Chat) - $35M in Series C led by Iconiq Capital – Aug 26, 2015

• Questback (Feedback Analytics – Survey Tools + Market Research) - $18.7M from Reiten & Co Capital Partners and FirstFellow Oy – Aug 13, 2015

• ChatID (Live Chat – Marketplace) - $11.2M in Series B led by Costanoa Venture Capital – Aug 13, 2015

• Spoken Communications (Call Center – Suite) - $28.8M in Series D led by Riverwood Capital – Aug 11, 2015

• Medallia (Feedback Analytics – CEM – Omnichannel) - $150M funding form Sequoia Capital – July 21, 2015

• StellaService (Feedback Analytics – CEM – Benchmarking) - $15M in Series C led by Comcast Ventures – July 20, 2015

• CallMiner (Call Center – Analytics) - $12M led by NewSpring Capital – July 15, 2015

• Talkdesk (Call Center – Front End) - $15M in Series A led by DFJ – June 9, 2015

• Akosha – Pivoted to HelpChat (Complaints Resolution) - $16M in Series B led by Sequoia Capital – May 19, 2015

• Directly (Help Desk – Marketplace) - $10M from Costanoa Venture Capital and True Ventures – May 19, 2015

• Freshdesk (Help Desk – Omnichannel) - $50M in Series E from Tiger Global, Accel & Google Capital – April 20, 2015

• Cafex Communications (Visual Communication) - $21M led by Intel Capital – March 30, 2015

• Falcon Social ( Help Desk – Social) - $16M in Series B led by Prime Ventures – March 14, 2015

• SparkCentral (Help Desk – Social) - $12M in Series B led by Split Rock Partners – Jan 25, 2015

• Interana (Call Center – Analytics) - $20M in Series B led by Index Ventures – Jan 21, 2015


6


Notable Acquisitions in 2015 YTD

• Contact Solutions (Call Center – Personalization) got acquired by Verint (Suite) for an undisclosed amount – Feb 22, 2016

• Transera Communications (Call Center – Suite) got acquired by Broadsoft for an undisclosed amount – Feb 8, 2016

• Nexidia (Call Center – Analytics) got acquired by Nice Systems (Analytics) for $135M – Jan 11, 2016

• SpeechStorm (Call Center – Personalization) got acquired by Genesys (Suite) for an undisclosed amount – Dec 21, 2015

• Respondly (Help Desk – Social) got acquired by Buffer for an undisclosed amount – Aug 25, 2015

• Unify (Suite) got acquired by Atos for $373M – Nov 16, 2015

• newBrandAnalytics (Feedback Analytics – CEM – Omnichannel) got acquired by Sprinklr for an undisclosed amount – June6, 2015

• Engagor (Help Desk – Social) got acquired by Clarabridge (Feedback Analytics – CEM – Omnichannel) for an undisclosedamount – May 21, 2015

• Get Satisfaction (Self Service – Customer Communities) got acquired by Sprinklr for an undisclosed amount – Apr 4, 2015

• Telligent (Self Service – Customer Communities) got acquired by Verint (Suite) for an undisclosed amount – Apr 8, 2015

• Attensity Europe, part of Attensity Group (Feedback Analytics – CEM – Omnichannel) got acquired by IMCap Partners foran undisclosed amount – Jan 13, 2016

• LiveOps Cloud Platform (Call Center – Crowdsourced Experts) got acquired by Marlin Equity Partners for an undisclosedamount – Dec 1, 2015

Sector overview

7


• Number of companies foundedin last 10 years has seen anupward trend with over 240companies founded in last 2years alone.

• There has been increasingtrend in no. of companiesfounded in mobile enterpriseand enablers apps segment.Companies are starting toadopt mobile first approach forcustomer support. In 2015, Outof 127 companies, 30companies were founded inthis segment.

• Out of 127 companies foundedin 2015, 32 companies werefounded in India.

Most

Companies

Founded

Number of Companies founded between 2005 – 2016 YTD

22 20 2126

34

46

59

91 92

111

127

0

20

40

60

80

100

120

140

2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015

No.

of C

om

panie

s

8

2015 saw the highest number of companies


Late stage funding rounds has seen a considerable rise since 2012

9

6 712 11 14

20

36

5651

5650

6 7

916

24

24

29

28 38

4045

0

20

40

60

80

100

120

2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015

No

. of

Fun

din

g R

ou

nd

s

Rounds of Funding – Early Stage vs. Late Stage (2005 - 2015)

Early Stage Late Stage

Note: Seed, Angel, Series A, Grant and Equity Crowdfunding are considered Early StageAll rounds Series A onwards, Debt, PE are considered Late Stage Rounds.In unattributed rounds, where difference between funding year and founding year is greater than 3 – those are considered latestage.

• There has been a steep increase innumber of early stage roundsduring 2010 – 2012. No. of seedrounds increased from 5 in 2010 to22 in 2011. Sector saw manyincubators and accelerators comingup since 2010.

• Early stage investments has beenstable have been stable since 2012.

• There has been a steep increase innumber of late stage fundingrounds since 2012. 2015 saw thehighest number of late stagerounds(45).

• 2013 saw higher late stage fundingrounds in Call Center software. Outof 38 funding rounds, 15 were inthis category.

• $256M has been invested in 2016YTD with total of 15 funding rounds(7 early and 8 late stage rounds).


2009-2013 saw a considerable rise in YoY funding, stabilizing since 2013

• Over $4.4B has been investedin last 10 years with aroundhalf of the amount invested inlast 3 years alone.

• Almost 75% of the totalinvestment was done in last 5years (2011-16 YTD).

• YoY funding and number offunding rounds both saw asteep increase during 2011-2013 and remained almostconstant during 2013-2015.

• $256M has been invested in2016 YTD.

10

Fun

din

g A

mo

un

t (i

n M

illio

ns)

No

. of Fu

nd

ing R

ou

nd

s

$17M $22M $27.3M $46M $165M$50M $70M $150M$150M$32.5M$13M

$12M $10M $20M $17M $90M$26M$38M $50M$80M$60M$20M

Total funding and number of funding rounds between 2005 – 2015

$67M $87M

$160M

$232M$169M

$281M$339M

$500M

$732M$789M

$752M

12 14

21

27

3844

63

84 89

96 95

0

20

40

60

80

100

0

200

400

600

800

1000

2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015

Funding Amount Rounds


Considerable rise in Merger & Acquisitions since 2010

11

3

76

10

16

19

0

4

8

12

16

20

2010 2011 2012 2013 2014 2015

No

. of

Acq

uis

itio

ns

Acquired for $35M by

Acquired for $1.5B by

Acquired for$514M by

No of Acquisitions 2010-15

Highest Number of

AcquisitionsAcquired for

$373M byAcquired by

Acquired for $200M by

• Number of Mergers andAcquisitions have increasedover the last 6 years.

• One of the biggest acquisitionwas by Oracle which acquiredRightNow Technologies for$1.5B in Q4’2014.

• Out of 780 companies 65companies have beenacquired.

• Nice Systems, Verint, Genesysand Salesforce are the biggestacquirers.

• Highest number of acquisitionshas happened in Call CenterSoftware(19), followed byFeedback Analytics(12) andHelp Desk(9).

• In 2016 YTD, there has been 3acquisitions. NotableAcquisition include acquisitionof CallMiner by Nexidia for$135M


US has the highest number of Companies

Geography wise distribution of Companies

Note: Red color indicates high, yellow color indicates medium and green color indicates low distribution of companies. No companies were found in the white region.

US Total Companies: 384% Distribution: 50%

Funded Companies: 182Public Companies: 13

Acquired Companies: 45Total Funding: $3.27B

EUROPE Total Companies: 213% Distribution: 27%


Acquired Companies: 9Total Funding: $465M

IndiaTotal Companies: 78% Distribution: 10%


Acquired Companies: 4 Total Funding: $223M

Canada Total Companies: 37



United KingdomTotal Companies: 61% Distribution: 8%



• UK, India and Canada are upcoming geopgraphies.


Customer Service Software - Market Map

Verint (1994, IPO), Interactive Intelligence (1994, IPO), Genesys (1990)

CUSTOMER SERVICE SUITE

Contact Center Suite8x8 (1987, IPO)

Front EndTalkdesk (2011, $25M)

Crowdsourced ExpertsLiveOps (2000, $81M)

Agents ProductivitynVoq (2000, $23M)

AnalyticsMattersight (2006, IPO)

Virtual AgentsNuance Communications (1992, IPO)

CALL CENTER SOFTWARE

OmnichannelZendesk (2007, IPO)

SocialHootsuite (2008, $225M)

E-MailHelpscout (2011, $6M)

Virtual AgentsWise.io (2012, $3M)

HELP DESK

SuiteHeyWire (2010, $13M)

Virtual AgentsDigital Genius (2013, $3M)

LIVE TEXT

CafeX Communications (2013, $32M)

VISUAL COMMUNICATION

Human AgentsModria (2011, $13M)

Virtual AgentsCognicor Technologies (2011, $1M)

COMPLAINTS RESOLUTION

Knowledge ManagementCoveo (2005, $70M)

Customer CommunitiesLithium (2001, $152M)

SELF SERVICE

SuiteLivePerson (1995, IPO)

MarketplaceNeedle (2010, $19.5M)

LIVE CHAT

CEMMedallia (2001, $255M)

Survey Tools + Market Research

Qualtrics (2002, $2220M)

Feedback Analytics

Nice Systems (1986, IPO)

ANALYTICS

$104M

$171M

$1.1B

$137M

$39M

$120M

$589M

$31M

$616M$1.5B


Most Active Investors

AccelPartners

Sequoia Capital

Eldorado Ventures

Intel Capital NEATrue

VenturesIndex

VenturesBVP

BenchmarkCapital

Battery Ventures

Call CenterTransera

CommunicationsVoxify Voxify

EchopassCorporation

InteranaThinkingPhones, NewVoiceMedia

LiveOps Interana

Help DeskHootsuite, Freshdesk,

KonotorHelpShift Sprout Social

HelpShift, Directly, Desk

Zendesk, Desk

Zendesk

Self Service Parature Badgeville TelligentLithium

TechnologiesLithium

Technologies

Live Chat Intercom

Live Text

ComplaintsResolution

Akosha Modria

VisualCommunication

TokboxCafeX

Communications

FeedbackAnalytics

Qualtrics, Capillary

Technologies, Medallia

Allegiance, Scout Labs

newBrandAnalytics Tello Stellaservice

Analytics Causata


Customer Service Software - Business Model descriptionsCustomer Service Software companies have been divided into following business models:

• Customer Service Suite: Comprehensive suite of solutions across multichannel including call, chat, text, email and self service channels.

• Call Center Software: Cloud contact center solutions including inbound, outbound and blended calling solutions. Covers companies which provide full suite of calling solutions including software(or PaaS) and infrastructure plus companies which uses the services(like infrastructure) of others. Includes companies which provides workforce optimizations; speech, text andbehavioral based analytics from call recordings. Also includes companies which are building tools to automate the calling experience for contact centers through virtual agents.

• Help Desk: Software that enables customer support reps to receive, process, collaborate and respond to customer queries across channels like call, email, social, instant messengers through a ticketing system. Also include mobile app enablers(in-app Help Desk) and companies which are building tools to automate replies on queries(virtual agents).

• Self Service: Agent-less methodology for solving customer queries. Includes knowledge management software for external customers and internal employees for self support and employee empowerment. Also includes companies which are website and social customer centric communities for acquiring, engaging customers, employees and stakeholders for peer-to-peer support(advocate customer support) using gamification theory to engage customers as well as support reps.

• Live Chat: Tools for live conversation solutions with customers on web, mobile and social media channels.


Customer Service Software - Business Model descriptions• Visual Communication: Real time web and mobile based contextual communication solutions(SaaS and PaaS both) including

live video chat, co-browsing, screen sharing.

• Live Text: Two way texting(SMS) platform between businesses and customers. Businesses get both mobile and web based interface for texting to customers on their personal numbers or a dedicated support number.

• Complaints Resolution: Solutions and tools for resolving customer complaints and disputes.

• Feedback Analytics: Software to capture customer feedback across all communication channels and providing analytics and reporting on top of it to improve customer experience and brand loyalty. Also include solutions which provide self service survey tools and market insight platform providers to improve customer engagement.

• Analytics: Cross channel customer interaction management solutions for understanding customer lifecycle management.


Call Center Software is the top funded sector in Customer Service Software

Funding across various Customer Service Software sectors between 2005 -2016 YTD (in $ million)

1500

1100

616

589

171

137

120

104

39

31

Call Center

Feedback Analytics

Help Desk

Self Service

Live Chat

Analytics

Visual Communication

Suite

Complaints Resolution

Live Text

Funding Amount (in Millions)

ThinkingPhones, NewVoiceMedia, Five9

Medallia, Qualtrics, Attensity

Zendesk, Freshdesk, Sprout Social

Lithium Technologies, Coveo, Mzinga

LivePerson, Intercom, TouchCommerce

CafeX Communications, Tokbox, Vee24

Genesys, Verint, Interactive Intelligence

Nice Systems, ClickFox, Causata

Modria, Service, Cognicor Technologies

HeyWire, Relay Network, Digital Genius


Customer Service Software – Business Model Description

Call CenterCloud based inbound, outbound and

blended calling solutions

Customer Service Suite

Self serviceAgent-less methodology for solving

customer queries

Help DeskTicketing solutions for solving

customer queries

Live ChatSoftware and tools for live

conversationTwo way texting

platform

Live Text

Full suite of solutions


Customer Service Software – Business Model Description

Feedback AnalyticsSoftware to capture feedback and provides analytics and reporting

solutions

Complaints Resolution AnalyticsCross channel customer

interaction analyticsPlatform for resolving customer

complaints

Web and mobile based contextual communication solutions

Visual Communication(WebRTC)


Call Center Software - Breakdown

Funding between 2005 – 2016 YTD (in $ million)Funding by Sub-Sectors between 2005-2016 YTD (in $ million)

Top Companies

804

228

190

61

55

49

26

25

4.6

4

0.8

0.6

Suite

Analytics

Virtual Agents

Agents Productivity

Crowdsourced Experts

Personalization

Workforce Management

Front End

Compliance Solutions

Mobile First App

Virtual Queuing

Visual IVR

$55M$38M

$53M$51M

$59M

$165M$165M

$66M

$210M$206M

$175M$184M

0

50

100

150

200

250

2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016

Fun

din

g A

mo

un

t (i

n M

illio

ns)

Distribution of Companies by Business Model in Call Center

Agents Productivity

Analytics

Front End

Mobile First App

Personalization

Suite

Virtual Agents

Virtual Queuing

Visual IVR


Average funding per company is highest for suite providers($19.6M)followed by Virtual Agents($17.27M)

• YoY funding showed an rising trend since 2009 except 2012.• In 2010 out of total number of late stage rounds(24), 13 were in Call

Center software, with major of speech and text mining and analyticssolutions getting funded.

• $184M has been invested in 2016 YTD.


Upcoming-Early Stage Funding

-200

0

200

400

600

800

1000

2000 2002 2004 2006 2008 2010 2012 2014 2016

Call Center Software

Average Founding Year

Virtual Agents

Front EndVisual IVR

Mature – Well funded

21

Front End, Visual IVR and Mobile first app are the upcoming business models in Call Center


Agent Productivity

Suite

Analytics

Size of the bubble represents number of companies

Mobile First App


Upcoming – Early Stage funding

Mobile App enablers and Instant messenger are the upcoming business models in Help Desk

22

-100

-50

0

50

100

150

200

250

300

350

400

450

2008 2009 2010 2011 2012 2013 2014 2015 2016

Help Desk

Average Founding Year

Virtual AgentsMarketplace Instant Messenger

Mature – Well funded

Omnichannel

Social

Mobile App Enablers

Size of the bubble represents the number of companies


Mature – Well

funded


23

Mobile first and mobile app enablers are the upcoming business models in Feedback Analytics

-200

0

200

400

600

800

1000

2006 2007 2008 2009 2010 2011 2012 2013 2014

Feedback Analytics

Average Age

Omni-channel Customer Experience Management

Social Customer Experience ManagementMobile First App

Survey Tools and Market Research


Mobile App Enablers


Mature – Well Funded


24

Live Text, Social CEM, Social Help Desk and Agent Productivity are promising for future investments

-200

0

200

400

600

800

1000

1200

1400

1600

2006 2007 2008 2009 2010 2011 2012 2013 2014 2015

Average Age

Omnichannel CEM

Call Center

Customer Communities

Mobile First Appand Enablers

Complaints Resolution

Knowledge Management

Visual Communication

Agent Productivity

Social Help DeskLive Chat

Survey Tools and Market Research

Live TextSocial CEM



• According to Markets and Markets cloud based contact center market is expected to grow from $4.7B in 2015 to $14.7B by2020. BFSI, IT, Telecom and Retail contributed to 50% of the total adoption. IT and Telecom is expected to have the highestmarket share in terms of adoption of technology, while travel, hospitality, healthcare and logistics are the upcomingsegments.

• Hosted contact center market is gaining faster adoption than on-premises contact center because of increase in number ofhome based and remote agents(virtual call center), need for integration of multichannel communications(web, chat, email,SMS, social), Big Data Analytics, workforce optimizations solutions including call recording, performance monitoring andtraining of employees.

• Video as a support channel is gaining popularity with real time web and mobile based audiovisual communications coming upin B2C interactions. Companies are leveraging open source WebRTC technology into existing contact center software.

• There will be increasing number of solutions supporting alignment between sales, marketing and customer service offeringsand related technologies in coming years for effective customer lifecycle management. Intercom did the same aligningsolutions for customer facing teams.

• Increasing trends in companies using support automation to proactively fix issues with agent-less methodology(self servicechannels). With increasing rise of IoT, support channels for iOT are going to be integrated with existing contact centersolutions. We will see companies offering advanced knowledge management tools within internet connect devices.

25

Customer Service Software - Market Trends, Insights


• There has been increasing trend in number of companies getting acquired. Call Center software and applications saw 9acquisitions in 2015 and 2016 YTD. We may see consolidation in call center technology in coming years.

• Companies are moving towards reactive customer support to proactive customer support. With Big Data and machinelearning technologies companies offering proactive engagement solutions will see higher investments. Zendesk acquiredBIME Analytics and is working on predictive analytics to predict customer problems.

• Analytics will play a key role in customer interaction management space and for investments in coming years. Companiesleveraging real time speech analytics for call centers, behavioral and predictive analytics for agent and customer pairing, NLPand text analytics for unstructured feedback across integrated multi-channel will gain a competitive edge over others.

• Increasing trend in number of companies trying to build tools for automating customer service across all channels using AIand cognitive learning technologies. We are seeing increasing number of collaboration of companies with IBM Watson andcompanies building their own virtual agents solutions. Startups building tools to automate support over call, text, live chat onvarious interaction places will see major investments and acquisitions over coming years. Wise.io working on Help DeskVirtual Agents, Digital Genius working on live text virtual agents, Cognicor Technologies working for automating complaintsresolution, CustomerMatrix working on cognitive computing platform of its own, Nuance and Interactions working onautomating multiple channels including calling activities. 5 companies partnered with IBM Watson in 2015 for leveragingcognitive computing power of Watson platform to build AI solutions.

26

Customer Service Software - Market Trends, Insights


Customer Service Software– company list

Suite Call Center Help Desk Self Service Live ChatVisual

Communication (WebRTC)

Live TextCompaintsResolution

Feedback Analytics

Analytics

DETAILS OF 778 COMPANIES (302 FUNDED AND 576 UNFUNDED COMPANIES)

COVERS THE FOLLOWING SECTORS


Suite (1/5)

Suite Call Center Help Desk Self Service Live Chat Visual Communication(WebRTC)

Live Text Complaints Resolution

Feedback Analytics Analytics Stealth Mode

Training

Company Details Funding Investors

Aspect Software [Chelmsford, 1973]: Aspect Software provides customer interaction management, workforceoptimization, and back-office solutions through a suite of cloud, hosted, and hybrid deployment options. It offerscontact center solutions in the areas of inbound automatic call distribution; self service voice portal/IVR;multichannel contact center - Email, Web chat; unified communications and collaboration; webRTC platform;social customer care and predictive dialing; quality management software, analytics for speech and text, desktopanalytics; developer tools such as telecom API's, self service tools. Operates as a subsidiary of Aspect SoftwareParent, Inc

$50M Vista Equity Partners

gomoxie [San Bruno, 2006]: Formerly known as ngenera, gomoxie helps in customer engagement for sales andsupport across devices. It anticipates what customers want and engages with them through buying journey. Itssolutions include live chat(web and mobile), Email. knowledgebase and self service with performance analyticsand intelligent decisioning. Supports integration with Microsoft, Salesforce, Nuance. Has over 600 customersincluding 3M, Dell, Siemens, SKF. Acquired Simplybox in 2014.

$35MFoundation Capital, Hummer Winblad

Venture Partners, Oak Investment Partners, SVB Financial Group

Eptica [Boulogne, 2001]: Eptica provides multichannel and multilingual customer interaction managementsoftware, covering email, web, social media, web chat, Fax and agent channels. Available on premise or as aSaaS solution. Eptica Linguistic services enable organizations to understand the tone, sentiment and context ofdigital interactions and automatically deliver personalized service. Its customers span across various verticalssuch as Banking, Insurance, Public sector, retail, Transport.

$19MXAnge Private Equity, Crédit Agricole Private Equity, Omnes Capital, Auriga

Partners

RightNow Technologies [Bozeman, 1997]: Enable interactions across web, social, and contact center touchpoints includes and integrates web, social and contact center experiences, which are layered on RightNowEngage, and our CX cloud platform. Provides AI powered knowledgebase, social customer communities, live chat,co-browsing, omnichannel helpdesk and contact center solutions. Also provides customer feedback analyticsthrough NLP. Its cloud platform supports natural language search and app builder solutions. Went public in2004(Nasdaq: RNOW). Got acquired by Oracle in Oct'11 for 1.5B.

Summit Partners

http://www.aspect.com/

http://www.gomoxie.com/

http://www.eptica.com/

http://www.rightnow.com/


Suite (2/5)




Training


Enghouse Interactive [Phoenix, 1984]: Enghouse Interactive Inc. develops customer contact solutions fororganizations of various sizes and industries worldwide. The company’s portfolio of interaction managementsolutions span omni-channel call centers, computer telephony integration, self-service interactive voice response(IVR), knowledge management, operator consoles, call recording and quality monitoring, media voice services,and outbound dialers. The company’s solutions support a range of deployment methods from premise-based toprivate, public, or community cloud, as well as hybrid requirements. Enghouse Interactive Inc. was formerlyknown as Syntellect Inc. The company was founded in 1984 and is based in Phoenix, Arizona with operationsworldwide. As of December 11, 2002, Enghouse Interactive Inc. operates as a subsidiary of Enghouse SystemsLimited.

Ciboodle [Glasgow, 1986]: Ciboodle is customer interaction software that manages the front office customerservice and sales interactions. It delivers CRM software, including a unified sales and service desktop, casemanagement solution, web self-service platform, and customer community platform, to contact centersworldwide for advanced customer engagement across multiple social channels

ITyX Solutions AG [Cologne, 1996]: Spin-off from the University of Koblenz, Germany, ITyX provides softwaresolutions for the customer care and ECM industry. It has developed its software solutions to capture, analyze,classify, validate and process text-based content and data across all channels (email, web, whitemail, app, fax,SMS) automatically. Enables conversations across E-mail, social media, or mobile app. Learn from converstaionsand improve its knowledgebase to better align to support custoemers. Proactively engage visitors and guidethem through chat and co-browsing solutions. Analyze service dialogs in real-time and gain insights and helps inpredicting customer behaviours through predictive analytics. VOICE is provided at workstations as a service andhosted by IT team.

Carone Limited [Riverside, 2006]: Providing a multi-channel service suite for a rich customer experienceregardless of channel. Enable an environment where a customer can land on the site and be greeted by a chatbot, move through the website with point and click help dynamically self-ranking, get a live chat invitation whenstuck, and know that their emails and calls all form part of the conversation. Enabling your customer serviceagent to provide guided help, and respond across all channels including social media, with a single view of thecustomer interactions.

http://www.enghouseinteractive.com/

http://www.sword-ciboodle.com/

http://www.ityxsolutions.com/

http://www.carone.co.uk/


Suite (3/5)




Training


[24]7 [Campbell, 2000]: [24]7 provides a cloud based customer engagement platform for services and salesproviding a omnichannel experience with real time analytics to provide agent assisted interactions. With intentdriven lead acquisition it generates high leads across all marketing channels such as email, search, contentmarketing and helps to increase customer retention and targeting through predictive targeting. With real timeintent based decisioning and personalized omnicannel engagement it gives customer services across alltouchpoints to provide better customer experience. Some of its customers include lenovo, Adobe, United, AVIS.It has made 4 acquisitions till now Intelliresponse, Voxify, Tellme and Shopalize.

Astute Solutions [Columbus, 1995]: Astute Solutions provides customer experience and social relationshipmanagement software and solutions. The company offers ePowerCenter, a case management software; AstuteSRM (social relationship management); and Astute Knowledge, a knowledge management solution for variousbrand’s customer channels. The company serves consumer packaged goods, retail grocery, restaurants,manufacturing, automobile, financial services, travel and hospitality, and pharmaceutical industries. Astute, Inc.was founded in 1995 and is based in Columbus, Ohio.

Verint Systems [Melville, 1994]: Verint is specialises in Actionable Intelligence solutions. Actionable Intelligencesolutions help organizations address three important challenges: Customer Engagement Optimization; SecurityIntelligence; and Fraud, Risk and Compliance. We help our customers capture large amounts of informationfrom numerous data types and sources, use analytics to glean insights from the information, and leverage theresulting Actionable Intelligence to help achieve their customer engagement, enhanced security, and riskmitigation goals.

Jacada [Atlanta, 1990]: Jacada is a software and services company which provides unified desktop and processoptimization products for customer service and support. Jacada enables organizations to deliver customer self-service and agent assisted interactions by implementing mobile, smart device, and web based visual IVRsolutions, as well as optimized agent desktops, and business process optimization tools.

http://www.247-inc.com/

http://www.astutesolutions.com/

http://www.verint.com/

http://www.jacada.com/


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Training


Interactive Intelligence [Indianapolis, 1994]: Interactive Intelligence provides software and services forcollaboration, communication and customer engagement. Its multichannel communications platform alsoprovides solutions for unified communications, workforce optimization and business process automation. Itspure cloud platoform is a multi-tenant, open platform that uses amazon web services(AWS) technology. Hasbeen among Software Magazine's Top 500 Global Software and Services Suppliers for 14 consecutive years, hasreceived Frost & Sullivan's Company of the Year Award for five consecutive years.

West Interactive [Omaha, 1986]: A subsidiary of West Corporation, West Interactive offers omnichannelcommunication and customer engagement solutions with both voice and non-voice customer engagementcapabilities, including IVR/speech automation, mobile apps for customer care, social media and agent resources.Products include Virtual ACD, Workforce Optimization and Enterprise feedback management suites withproactive notifications and social media integration. Partnered with major telecom operators like AT&T,Sprint and Verizon and Infrastructure providers like Cisco and IBM. Positioned by Gartner as a leader in UCaaSMagic Quadrant.

Interactcrm [California, 2002]: Interactcrm provides an omnichannel customer experience managementplatform. Its product ICX is a cloud based multichannel Customer experience platform that centrally receives,evaluates, routes, personalizes and assigns contacts across inbound and outbound voice, email, fax, web chat,SMS, social and includes multichannel callback. ICX provides packaged integration into the Avaya Telephonyplatform as well as leading CRM vendors such as Salesforce, Microsoft CRM, SugarCRM and RightNow andmore.Customers include ING Bank, Essent/RWE, ADP, GoAir, Aegis BPO, Career Education Corp and many more

eGain Communications Corporation [Sunnyvale, 1997]: eGain Corporation provides cloud-based and on-sitecustomer engagement software suite across social, mobile, web, and contact center covering a multichannelworld. Solutions include Live Chat, WebRTC, Virtual Agents, Self Service, Feedback collection, knowledgemanagement and engagement across omichannel with built in analytics. It consists of: mobile applications toengage customers through smartphones and tablets, social applications to extend customer engagementstrategies to social channels, web applications to transform B2C websites into interactive shopping destinations,desktop applications to help call centers evolve into customer engagement hubs, messaging applications providesecure, personalized communication options.

http://www.inin.com/

http://www.westinteractive.com/

http://www.interactcrm.com/

http://www.egain.com/


Suite (5/5)




Training


Genesys [Daly City, 1990]: Genesys provides multi-channel customer experience and contact center solutions inthe cloud and on-premises for small and medium business organizations. It delivers cloud-based call center andcontact center applications including ACD routing, IVR, reporting, provisioning and agent optimizationapplications.It offers a suite of proactive customer communications solutions utilizing mutilple channels includingoutbound IVR, predictive dialing, text, email, and mobile web to help organizations reach their customers. It hasacquired OVM solutions, Ventriloquist, Voran Technologia, Echopass Corp., Soundbite Communications,Angel.com, UTOPY and LM SISTEMAS.

KANA Software [Dallas, 1996]: KANA Software, Inc. is a wholly owned subsidiary of Verint and provides on-premises and cloud-based customer engagement optimization solutions to many of the Fortune 500, mid-marketbusinesses and government agencies. KANA offers three product lines: KANA Enterprise enables largebusinesses to unify agent and customer experiences across channels. LAGAN Enterprise is specifically designedaround the challenging data management and integration requirements of the Public Sector, such as non-emergency call center and social housing. KANA Express is the company’s cloud-based offering providingintegrated multi-channel customer service to mid-size businesses and government agencies. All three solutionsunify the agent and customer experiences across multiple channels with capabilities including a unified agentdesktop, integrated knowledge management, email management, live chat, web self-service, whitemailmanagement, social media management, and extensive reporting and analytics.

http://www.genesys.com/

http://www.kana.com/


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Suite

Fuze [San Francisco, 2009]: Fuze is a cloud based HD video/audio collaboration solution. Apart from videoconferencing, it allows colleagues to chat, share and comment on files, organize projects and more via webbased dashboard. It's cost varies as the number of participants increases. Upto 3 participants it's free; costs $20/user/month for 25 participants and $40 /user/month for 250 participants. Thinkingphones acquired Fuze inNov'2015 and in Feb'16, the combined company took Fuze's name.

$178.29M

Index Ventures, Khosla Ventures, Insight Partners, Hermes Growth

Partners, Summit Partners, Bessemer Venture Partners, Technology

Crossover Ventures

Suite

NewVoiceMedia [Basingstoke, 2000]: NewVoice Media provides a multi-channel, cloud communicationsplatform with features like call recording, interactive voice response, management reporting and automatic calldistribution. The salesforce integrated Dialer enables users to click to dial/call-back with recording and trackingcapabilities. Also offers Workforce management and Gamification features to increase sales efficiency. Officialpartner of Salesforce. Customers include Berry Bros. & Rudd, Kingston University, Parcelforce Worldwide,SHL Group, Weapprove, and Wokingham Council.

$144.85M

Business Growth Fund, Bessemer Venture Partners, Technology

Crossover Ventures, Highland Capital Partners, Eden Ventures, Notion

Capital, MMC Ventures

Suite

Five9 Inc. [San Ramon, 2001]: Cloud contact center software, Five9 helps enterprises manage inbound,outbound, blended, or multi-channel contact center. Key features include IVR with speech recognition, multi-channel ACD, predictive dialer, and CRM integration. Solution also include built-in call recording, agent scriptingand quality monitoring components. Its Outbound contact software provides features for algorithm basedautomated dialer for prospective clients, client history and TCPA compliance. Enables workforce automation.Acquired SoCoCare - a customer engagement solution provider in october 2013.

$114.1M

Mosaic Venture Partners, Hummer Winblad Venture Partners, Partech Ventures, Adams Street Partners,

Sapphire Ventures

Suite

Vocalcom [Paris, 1996]: Vocalcom provides multi-channel cloud based contact center software solutions,customer experience management and mobile customer Engagement Apps, mobile devices for voice, text, socialmedia, video and Web interactions with an all-in-one contact center software. Features include multi-channelrouting, and a complete set of customer engagement applications. Also allows the management of video callsand Web surfers. Provides a predictive dialer algorithm to optimize outbound campaigns. Offers a speechrecognition software that manages voice and chat dialogues with dynamic scripting. Used across a range ofindustries and has over 3500 customers in 47 countries. 65% of the stake is owned by Apax Partners.

$50M OSEO Innovation, Apax France

http://www.fuze.com/

http://www.newvoicemedia.com/

http://www.five9.com/

http://www.vocalcom.com/


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Suite

Spoken Communications [Seattle, 2005]: Spoken communications, previously known as intellisist provides cloudcontact center platform to enterprises. Its cloud platform provides a full suite of call center features, includingAvaya and Spoken ACD's, DTMF, Speech recognition, smart and secure IVR, end-to-end call recording and screencapture, live call recording, big data analytics with integration services from customer data sources such as CRM,credit card processing services. It's platform includes two geographically diverse, fully redundant data centersand a live-live configuration to protect against outages. Named fastest growing company in Inc magazine list in2015 for the third consecutive year. Posted revenues of $22.5 M in 2014. Acquired HyperQuality and GotVoice in2012 and 2009 respectively.

$45MIgnition Capital, Ignition Partners,

Riverwood Capital

Suite

Echopass Corporation [Pleasanton, 2000]: Echopass Corporation provides IP-based call and contact centersolutions as a service for mid-to-large enterprises and government agencies through its EchoSystem serviceintegration platform. Provides end-to-end solutions that are integrated with client's existing customer contactapplications and voice or data technologies. As of November 14, 2013, Echopass Corporation operates as asubsidiary of Genesys Telecommunications Laboratories. Awarded 2013 North American Market ShareLeadership Award by Frost & Sullivan

$39.99MAdvanced Equities, Canaan Partners, New Enterprise Associates, Outlook Ventures, Cardinal Venture Capital

Suite

Unify [Munich, 2008]: Unify is a joint venture between The Gores group and Siemens AG that develops,deploys, and manages unified communications, network infrastructure and security and managed andprofessional services for large enterprises and small and medium businesses. Its primary product brands areOpenScape (unified communications applications), HiPath (converged enterprise communications) and Circuit(SaaS Team Communication). Openscape provides on demand contact center solutions including inbound,outbound and blended with skill based routing, integrated IVR, predictive dialing, workforce optimization,prepackaged and CRM integrations, real time monitoring.

$38M Hercules Technology Growth Capital

Suite

Transera Communications [Sunnyvale, 2004]: Transera provides enterprise-class on-demand contact centersoftware to enable virtual contact center operations. Features include routing, monitoring, recording andmanaging customer interactions in a distributed environment. Uses a Predictive engine to prioritise customersand route calls and recommend scripts. Allows users to define business engine rules. Transera brings datatogether in the cloud from ACD applications, IVR systems, CRM applications, and other customer data sourcessuch as demographic services so that contact centers can analyze, understand, manage, and automate customerinteractions. Major customers include Wirefly, AON, Office Depot, TIVO, and Guthy-Renker.

$37MStorm Ventures, Apax Partners, Accel Partners, Lighthouse Capital Partners,

Apax

http://www.spoken.com/

http://www.echopass.com/

http://www.unify.com/

http://www.transerainc.com/


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inContact [Midvale, 1997]: inContact provides on-demand call center software. The platform has grown froman Automated Call Distributor (ACD) with skillsbased routing, Computer Telephony Integration (CTI), andInteractive Voice Response (IVR) with speech recognition, to include an online hiring solution, an eLearning andcommunications application, workforce management functionality, and a customer feedback and surveysolution. Genrated $30.3M revenue via software in Q4, 2014. inContact is used by approximately 600 global callcenters of all sizes and has more than 300 employees.

$35.3M

Suite

8x8 [San Jose, 1987]: 8x8 Inc. is a communications technology company that provides VoIP services. 8x8services include cloudbased voice, call center, video, mobile and unified communications solutions for mediumto enterprise-sized businesses and distributed enterprise customers. On 15 September 2011, 8x8 acquiredContactual, a leading hosted contact center company, and became a provider of hosted call center softwares toSMBs. Other acquisitions include Voicenet Solutions, Zerigo and Central Host. Recognized as a Leader inGartner's Magic Quadrant for UCaaS, Multiregional for Third Consecutive Year in 2014.

$30.6M

Suite

Corvisa [Milwaukee, 2011]: Part of Novation Companies Inc, Corvisa provides cloud-based communicationssolutions including inbound and outbound contact center solutions, business phone systems (PBX) and platformcustomization options. Also offers tools for developers to design and deploy customized applications. Feature setincludes IVR solutions, ACD functionality, dialer solutions and voice broadcast capabilities. Recently acquiredCodebox, a web-based developer IDE which it integrated into its Summit platform. It is also an official Salesforceimplementation partner.

$30M Novation Companies

Suite

Spanlink Communications [Minneapolis, 1988]: It provides business communications technology and networkintegration solutions. Provides contact center solutions, such as unified communications, unified customercontact, and network systems solutions; and interactive intelligence solutions, including enterprise IP telephony,contact center, hosted and on-premise contact center, and business process automation solutions. Generated$27M in revenue in 2012. Sold to ConvergeOne in Oct'2014 and renamed to ConvergeOne collaboration.

$13MSplit Rock Partners, BlueStream

Ventures

Suite

LiveVox [San Francisco, 1999]: LiveVox provides cloud contact center solutions for collection and billingindustries. Through a patented PCI-certified cloud platform and redundant IP/MPLS mesh, it delivers true multi-tenant scalable contact center solutions such as ACD, predictive dialer, IVR, call recording, business analytics andcompliance suite. Partnered with Aspect software workforce management software which is integrated in itsplatform.

$12.1MBluefish Ventures, Lunsford Capital,

Bauer Venture Partners GmbH

http://www.incontact.com/

http://www.8x8.com/

http://www.corvisa.com/

http://www.spanlink.com/

http://www.livevox.com/


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Suite

3CLogic [Rockville, 2005]: 3CLogic offers inbound, outbound, and blended cloud-based contact center softwaresolutions which provide a 360-degree view of customer interactions across voice, chat, text, and social channels.The service is cloud hosted on the AWS and integrates with major CRM and WFM solutions. Enables users toroute, track and manage calls with features like Predictive Dialing, ACD/IVR, Skill-based routing, click to call anddynamic scripting. Provides an integrated real-time analytics dashboard for operational monitoring and businessintelligence. Offers a reporting framework with business analytics and real-time scripting engine.

$9.31MMaryland Business, Camber Capital,

Blu Venture Investors

Suite

Contactual [Redwood City, 2000]: Contactual, subsidiary of 8x8 Inc, provides cloud based contact center andinteraction management solutions with pay-as-you-go model. Its products include on demand contact centerthat ties phone, email, and chat communications through an user interface for agents in customer service,technical support, telesales, and internal help desk roles. It serves Fortune 500 companies to small and mediumbusinesses, and distribution partners in the United States, Canada, Europe, Japan, and Australia. It was formerlyknown as White PJ Inc. and changed its name to Contactual Inc. in 2004.

$9M Leapfrog Ventures

Suite

Voxeo [Orlando, 1999]: Voxeo provides hosting and on-premise platform solutions for enterprises to optimizetheir operations. Help enterprises improve service and lower costs by automating and connecting their mostcommon phone calls with with IVR and VoIP technology. Delivers services from speech-driven call routing andcustomer self-service to outbound notifications, social customers engagement, integrated channels andinnovative SIP applications. Offers real-time analytics to tune and optimize self-service applications forimproved automation rates and a better customer experience. It got acquired by Aspect software in July'13.

$9MNorth Atlantic Capital, Florida Growth

Fund, Sapphire Ventures

Suite

Ameyo [Gurgaon, 2003]: Ameyo is an all-in-one cloud based communication solution. It is a flexible IP-basedcontact center software that lets you have a personalized interaction with customers across multiple channels,thereby driving customer engagement. It claims to have 1500+ installations across more than twelve industryverticals including Banking, BPO, E-commerce, Financial Services, Telecom, Travel & Tourism, Healthcare,and Retail. Ameyo call center software is a product of Drishti-soft Solutions founded in 2003.

$5M Forum Synergies

Suite

Bright Pattern [San Bruno, 2010]: Bright Pattern provides cloud-based contact center and customer experiencemanagement platform. Combines voice, web/mobile chat, mobile-in-app, email, social media, knowledgebase,servicedesk and skill based routing providing a unified contact centre platform providing both inbound andoutbound services. It can also be integrated with CRM provider salesforce.

$3.5M Cervin Ventures

http://www.3clogic.com/

http://www.contactual.com/

http://www.voxeo.com/

http://www.ameyo.com/

http://www.brightpattern.com/


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Virtual Call Center [Budapest, 1999]: Virtual Call Center Kft. develops and provides cloud based call centresoftware solutions. Provides inbound, outbound and blended contact center solutions including IVR, ACD, virtualqueuing and predictive dialing. Also provides conversation management features including voice recording, realtime listening and voice archiving software. Also provides IVR, database and callback API and script SDK.Formerly known as NDG Bt., it changed its name to Virtual Call Center Kft. in December 2010.

$643k DBH Group

Suite

Fathom Voice [Indianapolis, 2007]: Cloud-based call center solution that enables customer service teams toimprove customer interactions, increase agent efficiency and deliver an omni-channel customer experience.Fathom Voice hosts its own telephony infrastructure within its global cloud platform and boasts a 99.999% SLA.

$200k

Suite

ipSCAPE [Sydney, 2006]: It designs, develops and deploys contact center applications and technology solutions.It offers IPscape Contact Centre solution that comprises various features, such as agile interactive voiceresponse, messaging, live and historical reporting, voice recording, campaign management, skills-based routing,customer relationship management integration, disaster recovery, and social media integration needed tooperate a multi-channel inbound, outbound, or blended contact centre.

Telstra

Suite

babelforce [Berlin, 2013]: It provides the communications applications to nurture relationships with customers.Helps to create call flows and process logic, add conditions and trigger actions, create IVR flow or multichanneldialog, route and queue calls, add applications to manage traffic and dialogs. .

Suite

Texo [Gurgaon, 2014]: Developer of a cloud based contact center, product of Drishti Soft Solutions, an all-in-onecommunication suite for businesses seeking to enhance consumer experience. Features include agent assistedIVR, automatic call distributor, personal agent routing, answering machine detection, single interface to manageinbound and outbound campaigns, live chat/email support, social media integration among several otherofferings. Finds its applications for processes like sales and marketing, feedback, customer service and is offeringits product for both Indian and US markets. Ameyo, another product, is Drishti's on-premise solution with 1,500+Customers and over 50 partners across 40 countries worldwide.

http://www.virtual-call-center.eu/

http://www.fathomvoice.com/

http://www.ipscape.com.au/

http://www.babelforce.com/

http://www.texo.cc/


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Training


Suite

iQventures [Columbus Grove, 2011]: iQventures creates and operates communications solutions. Has 4products, ContactiQ - web-based contact center that powers millions of calls a month; SpeechiQ – speechanalytics solution; SalesLeaderiQ – a click-to-call CRM extension; and OfficephoneiQ – an advanced businessphone solution. Announced in Jan'16 that it has joined the IBM Watson ecosystem and is leveraging Watson'scognitive computing capabilities to provide clients with call sentiment and speech analytics through its SpeechiQplatform.

Suite

Lightico [Kfar Saba, 2013]: Enterprise SaaS solution for contact centers which help the organizations to supportcustomers throughout the lifecycle. Its solution monitors the customer behavior throughout the self-servicejourney, creates a unique call experience directly from the website or smartphone app, transfers the gatheredcontext to the agent and provides an in-call collaboration session between the agent and the customer.

Suite

Novanet [New York City, 2001]: Offers two products namely VoIP and Cloud contact center. VoIP services uses adynamic routing technology that reduces latency and jitter drops during calls. Uses a VoIP network that hasPOP's around the world. Other features include self care center (web interface to manage service) and a fraudmonitoring software. Cloud contact center uses WebRTC technology which integrates real time communicationsinto browser. Customers can login into the browser, call people over the internet, and tag their conversations.Can be integrated into outbound and inbound CRM solutions. Claims to have 900+ contact centers. Clientsinclude BPO Australasia, VWR, JLT, Minacs.

Suite

airecontact [Van Nuys, 2014]: AireContact is a cloud-based software solution that delivers call center interactionand management tools for SMB's and distributed enterprises. It delivers a fully managed, end-to-end platformenabling companies to effectively manage inbound, outbound, and hosted contact center services across allchannels of communications including complete integration with social media platforms. The networkcapabilities are provided and supported by AireSpring’s leading MPLS and managed IP network

Suite

Ameyoengage [Gurgaon, 2015]: Ameyo engage is a cloud based call center software. Offers automatic display ofcustomer history, creation of new tickets and assigning priority to tickets. Also provides for managing IVR flowand managing the contact list at one place.

http://www.iqventures.com/

http://www.lightico.com/

http://www.novanet.net/

http://www.airecontact.com/

http://www.ameyoengage.com/


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Training


Suite

Content Guru Ltd [Bracknell, 2005]: Cloud services for multichannel communications through its platform Storm.Provides telephony services such as cloud PBX, audio conferencing, disaster recovery, business continuity,multichannel complaint payment services. Also provides cloud contact center as a service(CCaaS) that deliversinbound and outbound interactions. Provides Storm, cloud based integration platform to connect to externalapplications such as Salesforce, Microsoft Dynamics, Microsoft Lync, Oracle Rightnow, Oracle Siebel, Zendesketc.

Suite

arcutel [Dublin, 2014]: Arcutel provides automatic telephony systems to businesses. Its customized IVR buildertool can be integrated with company's database to retrieve information about customer. Helps in resolving callqueries better with IVR and voice automation solutions. Also provides phone numbers for all major countries,text to speech, voicemail and call recording features.

Suite

Uni Source Solutions [New York City, 2014]: Call center software that provides inbound, outbound and blendedcall center features including IVR, ACD, CTI screen pop, toll free numbers, predictive and preview dialing, customand branch scripting. Also provides management software features like workforce management, qualitymanagement along with reporting and analytics for agents productivity.

Suite

Ultracomms - Ultra Communications [ , 2004]: Ultracomms provides a platform for managing cloud centers alsoproviding on-site PCI solutions. Features include outbound dialling, intelligent inbound call handling, IVR, contactrecording, call blending, answer machine detection, PCI compliant card payment handling and managementreporting.

Suite

Altitude Software [Lisbon, 1993]: Formerly known as Easyphone, Inc, .Altitude Software offers cloud basedsoftware suite that enables businesses in managing enterprise functions, such as customer service, help desk,collections, telesales, and surveys. Connects all touch points to have a complete unified view of the customerjourney. Altitude Dialer contact center software automates and adds intelligence to the dialing process. Productsare used in customer care, debt collection, help desk, telemarketing applications in financial, government,healthcare, logistic, manufacturing, media, outsourcing, retail, telecom, and utilities industries.

http://www.contentguru.com/

http://www.arcutel.com/

http://www.unisrc.com/

http://www.ultracomms.com/

http://www.altitude.com/


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Training


Suite

Tabi Corporation [Johannesburg, 2013]: Tabi Corporation provides contact center software which allowscompanies to engage with their customers through various channels. This software includes voice calling, webchat, email and other forms of media capabilities. It provides both inbound and outbound contact centerfeatures.

Suite

Callision [New York City, 2011]: Callision provides cloud based contact centre solutions for Call centres. Itincorporates PBX, Cloud storage, chat, e-mail , real time employee monitoring solutions allowing call centreemployees to make calls, chat with consumers. Integrated with 3rd party apps such as Salesforce, Google apps,Box. With real time analytics, It provides reporting on employee performance, call centre metrics and employsreal time issue notifications.

Suite

simplyCT [New York City, 2010]: simplyCT is a Cloud based Virtual Call Center platform. Its end-to-end onlineapplication enables businesses to launch an cost effective solution. It enhances the customer experience throughhighly effective multi-communication channels servicing inbound, outbound and blended queues across chat,email, social media, phone, call backs.

Suite

TCN, Inc. [ , 1999]: TCN Inc. provides on-demand virtual call center, predictive dialing, and interactive voicemessaging solutions. It offers Platform 3.0, a virtual call center suite for the call center marketplace. It alsoprovides virtual call center solutions, such as blended inbound/outbound, soft-phone, agent gateway, computertelephony integration, and workforce management; and professional and secure data, and integration andautomation services. It serves automotive, collections, marketing, newspapers, governments, universities, andsoftware companies, as well as associations.

Suite

Connect First [Boulder, 2004]: Connect First is an SaaS telecommunications and cloud contact center softwareprovider that focuses on customer satisfaction. It provides inbound, outbound and blended contact centersolutions which includes cloud routing, inbound ACD, outbound dialing, call tracking, interactive voice response(IVR), voice broadcast, disaster recovery, predictive dialer, real-time telemetry, CDR reporting, live agent chat.

http://www.tabicorporation.com/

http://www.callision.com/

http://www.simplyct.com/

http://www.tcnp3.com/

http://www.connectfirst.com/


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Training


Suite

Intelecom Group [Oslo, 1998]: Formerly known as Consorte Group ASA, Intelecom Group offers IntelecomConnect, a multi-channel cloud-based contact center solution that delivers telephony, email, SMS, web chat, andsocial media inquiries to various agents. It provides connect control, WebRTC, contact center integration, andworkforce optimization solutions. It is a former subsidiary of Carrot Communications ASA. Some of its customersinclude Dominos, AffinityWater, CAPITA, Scandic, SAS.

Suite

SafeSoft Solutions [Woodland Hills, 2006]: SafeSoft provides a call center software suite with predictive dialingcapabilities for outbound, inbound and blended call centers. Offers a built in CRM custom scripting, reportingand campaign management tools. Inbound features include Hosted IVR, Intelligent routing, toll-free/localnumbers and Voicemail. Tools for Outbound include predictive and preview dialing with voice broadcasting andcustom lead recycling.

Suite

Magnetic North - Cloud Communications [Leicester, 1998]: Magnetic North delivers SAAS based OnDemandproductivity and communications solutions delivering call recording and predictive dialing solutions. OffersInbound, Outbound and blended contact center capabilities in addition to cloud based PBX facilities. Offers realtime and historical reporting and analytics on campaigns, queues, IVR, scripts, lists, departments, teams andindividuals. Also offers Video, IM and call recording facilities. Major customers include HP, Vodafone, StreamInternational, Sirius Radio, Hospital Billing and Collection Services, Chubb and Johnson and Johnson.

Front End

Talkdesk [San Francisco, 2011]: Talkdesk is a browser-based call center software for inside sales, support andmarketing. Agents can make and receive calls from browser, landline or IP phone. Provides advanced call controlfeatures; Integrations with business tools like Salesforce, Zendesk, Desk.com, Highrise, SugarCRM, Olark andothers; real-time reporting; historical reporting; call monitoring; affordable telephony and a built-in CRM.

$24.6MDraper Fisher Jurvetson (DFJ), Storm Ventures, Salesforce, 500 Startups

Front End

Voz.io [Barcelona, 2013]: Vozio allows businesses to provide browser based phone support with CRMintegration to its customers. It features intelligent call routing, inbound and outbound call recording, callmonitoring, analytics, KPIs and real-time reporting. Supports integration with 3rd party CRM solutions such asZendesk, Freshdesk, Base, Google, Magento, Salesforce, Shopify, Prestashop and more.

$150k Kima Ventures

http://www.intele.com/

http://www.safesoftsolutions.com/

http://www.magneticnorth.com/

http://www.talkdesk.com/

http://www.voz.io/


Call Center (10/34)




Training


Front End

Voicendo [San Francisco, 2009]: Voicendo offers a dashboard that lets businesses route their incoming calls andtext messages using a variety of rules. Rules can be set up using a drag-and-drop interface, and businesses canincorporate options like Text-to-speech instructions and menus.

500 Startups, reinmkr capital

Front End

Dixa [Copenhagen, 2015]: Omnichannel Customer Service Software with phone, chat and virtual shoppingassistant. Provides a widget which allows businesses to interact with chat and softphone. Provides integrationwith CRM, ecommerce and social media applications. Features include skill based routing, user tracking.

Front End

Cingo [Austin, 2015]: Uses mobile app or browser to support customer calls by using VOIP. Also allowscustomers to schedule callback through mobile app.

Front End

Tagove [London, 2015]: Provides live video chat, voice call, co-browsing solutions for website visitors for supportand sales teams. Also offers live call recording solutions, speech recognition and routing solutions for incomingcalls, speech-to-text. Its WebRTC and flash technology support all features across mobile, web, tablets.

Front End

Callix [Sao Paulo, 2011]: Web based contact center software with features such as customer information,management reports, team management. Provides a link that generates calls from any website to a call center,landline or mobile phone, virtual PBX system with reports and call recording

http://www.voicendo.com/

http://www.dixa.com/

http://www.cingo.me/

http://www.tagove.com/

http://www.callix.com.br/


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Training


Front End

Bitcall [Gothenburg, 2015]: Cloud based call center solution used by sales and support teams. Make and receivecalls in the browser. synchronizes information about your customers and their activities from emails, supporttickets and your CRM automatically during calls. Works with Salesforce, Zendesk, Pipedrive and others.

Front End

wipply [Polkowice, 2015]: Wipply allows businesses to receive calls from customers from website or mobile ortablets and gather contextual info from their journey for better support and engagement. It can be integrated bypasting a code snippet on websites with customer intelligence - their path and contextual info. It also providesbuilt in chat during a call. In private beta as of Oct'15.

Front End

VoxVoi [Wilmington, 2015]: Voxvoi provides cloud contact center solutions. Businesses can build dynamic datadriven IVR menus and dynamic call routing , integrated with existing cloud telecommunication systems andservices. Customers can also call businesses from their websites with call recording and voice broadcastingfeatures. Businesses can also manage shifts, track SLAs and performance counters for agents with built inreporting tools. In beta as of Oct'15.

Front End

Zentio [Madrid, 2014]: Zent.io provides omnichannel contact center software for managing customercommunications across live chat, email, voice and customer portals. With its proprietary integrated cloudplatform, it allows easy configuration of telephony, chat and mail in a few minutes. It also provides collaborativetools to transmit relevant information inside the organization quickly.

Front End

Callbase [Lagos, 2013]: Callbase is a cloud based call center for distributed teams built on Fonenode telephonyAPI. Businesses buy global numbers from callbase and and add their agents who can receive and make calls viatheir browsers. Calls are received and notes can be made. Part of Fonebase labs, which has another productFonenode. Pricing starts at $15/agent/month.

http://www.bitcall.io/

http://www.wipply.com/

http://www.voxvoi.com/

http://www.zent.io/

http://www.callbase.co/


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LiveOps [Redwood City, 2000]: LiveOps provides cloud contact center and customer service solutions.Supporting customer service across voice, email, chat, SMS, Facebook, and Twitter, the system operates in thecloud on a pay-as-you-go model. LiveOps claims to have processed 1 billion minutes of customer interaction and3 billion interactions to date. LiveOps agent service outsources customer service queries through a network of20,000 independent agents working at home. Agent services now handles 70 million interactions a year for 250clients. Major clients include Salesforce, Symantec, Royal Mail Group, and Amway New Zealand. across verticalssuch as finance, health care, insurance, retail, and high tech. It acquired Userevents and Datasquirt in 2014 and2011 respectively.

$51MMenlo Ventures, CMEA Capital,

Benchmark, Comerica Bank


CrowdEngineering [Catania, 2008]: CrowdEngineering provides crowdsourcing and social customer relationshipmanagement(CRM) solutions to enterprises. Its crowdforce platform is used to listen, engage, enlist and build acrowdsourced platform for customer service operations. With Peer-to-peer(P2P) workforce of experts andemployees leveraging social channels, online communities, self service operations, it helps to build a platformwhere smart crowdsourced services can be build.

$4.35M dPixel


LiveAnswer, Inc. [Miami, 2011]: It improves small businesses customer service and sales by answering theirphone calls with a live person. It provides a custom scripting tools by proving how they would like to answer theircalls by routing to trained call center agents. It enables call centers to sell excess or unused call agent time toSMB's. It has access to around trained 25000 agents for answering queries of customers. Its clients can selectmultiple local and tollp free numbers. Keeps tracks of ongoing call activities through a dashboard.

Personalization

Contact Solutions [Reston, 2002]: Contact Solutions delivers on-demand contact automation solutions includingIVR, email/text messaging and web transactions, and call center analytics. Also offers computer telephonyintegration, host integration, solutions management, and optimization portal services, SDKs for integratingcapabilities into existing native mobile applications and website environments. By continuously identifying,implementing, and monitoring inbound/outbound notification solutions, it improves customer savings byreducing live-agent costs. Has made 2 acquisitions as of now. Acquired Adaptive audio in 2012, Nexxphase in2015.

$46M North Bridge Venture Partners

http://www.liveops.com/

http://www.crowdengineering.com/

http://www.liveanswer.com/

http://www.contactsolutions.com/


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Training


Personalization

SpeechStorm [Belfast, 2010]: Provides personalized IVR, Visual IVR and PCI compliant payment solutions.Personalized IVR features intelligent call steering. interceptors and schock absorbers, touchtone and speechrecognition. Its secure payment applications can be used as part of self-service or agent-assisted interaction andare compliant with PCISSC.

$2.6M Crescent Capital, Kainos

Personalization

Gyst [Larchmont, 2014]: Its cloud based software will monitor how users engage with mobile phones, desktops,voice self-service and other technologies. Delivers personalization, behavioral analytics and CX improvements toself-service voice applications (IVR calls). Can be implemented in both hosted and on-premise IVR systems via aweb or local API. It adjusts the user experience based on their behavior by measuring and grading each caller’sskill and accuracy at navigating the call script in real time.


Intradiem [Alpharetta, 1995]: Formerly known as Knowlagent, Intradiem provides the only call center softwarethat increases agent utilization by delivering shrinkage activities during idle time. Intradiem creates active waittime through dynamically delivered sessions for common shrinkage activities between customer interactions.Intradiem’s solutions are on-demand, easy to use and require no capital expenditures. Over 330,000 agents andmanagers around the world use Intradiem’s solutions every day.

$13.2M MK Capital, JMI Equity


Calabrio [Minneapolis, 2007]: Calabrio provides call center workforce optimization software Calabrio One is aWeb based software suite that makes it easier to get call recording, quality management, workforcemanagement, speech analytics, performance management and customer interaction analytics. Each componentof Calabrio ONE is available as standalone software. Some of its customers include City of Vancouver, Polaris,Republic Services, Life Insurance Provider, Credit Union, Getronics.

$8MSplit Rock Partners, BlueStream

Ventures, Cisco


Tenacity [Cambridge, 2012]: Peer coaching platform invented at MIT for workforce management in call centers.Through the Tenacity program, employees are encouraged to set goals and work hard to achieve them. The goalsrange from reducing stress to fitness monitoring. Tenacity uses social incentives to structure these employees’reward systems, using a buddy system known as accountability partners.

$1.9M

HealthTech Capital, HBS Alumni Angels, Band of Angels, LaunchCapital, Seattle Angel, Seattle Angel Sechrest,

Rising Tide Fund

http://www.speechstorm.com/

http://www.gystusa.com/

http://www.intradiem.com/

http://www.calabrio.com/

http://www.gotenacity.com/


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Training



EvaluAgent [Middlesbrough, 2012]: Product of SocialRel8, EvaluAgent offers SaaS product designed to enablecall centre managers to monitor and evaluate the activities of their staff and support them with coaching, e-learning and customer feedback. Also provides game based recognition and reward platform for engaging withemployees.

$383K Northstar Ventures


SocialRel8 [Middlesbrough, 2012]: Helps call centres improve their customer service . Enables call centermanagers to monitor and evaluate the activities of their staff and support them with coaching, e-learning andcustomer feedback. Also provides gamification features through game based recognition and award for callcenters. Got an angel round money from Teesside Patriots.

$329K Northstar Ventures


Monet Software [Los Angeles, 2002]: workforce optimization solutions for small and medium sized contactcenters. Monet’s cloud-based solution, Monet Live,is an call center optimization software solution that includesworkforce management, call recording, quality management and screen capturing.

SaaS Capital


XENTRAX [Brampton, 1986]: Customer Experience Management and Workforce Optimization solutions for theContact Centre. Has two products - Qfinity(Call recording and workforce management solutions by Autonomy)and IEX Totalview(Workforce management and optimization solutions by Nice Systems). Partners includeHewlett Packard and NICE Systems, Autonomy HP.


OnviSource [Plano, 2004]: OnviSource Inc. provides workforce optimization and automation solutions forcontact centers and enterprises as as software products, SaaS, managed services, and BPO services. It offersOnviCenter 7, a consolidated infrastructure that provides suite of software solutions and products that deliverworkforce optimization, workflow automation, and workforce management solutions; and unified functionalityfor contact centers and back office operations.

http://www.evaluagent.net/

http://www.socialrel8.com/

http://www.monetsoftware.com/

http://www.xentrax.com/

http://www.onvisource.com/


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Training



dvsAnalytics [Scottsdale, 1987]: Enterprise workforce optimization software that enables organizations toimprove their contact center performance while enhancing the customer experience. Company’s EncoreTMSuite includes comprehensive applications for call and screen recording, 360° quality management, desktop& speech analytics, and workforce management. Has certified integrations with the industry-leadingcommunication platforms, such as Avaya, Cisco, Mitel, NEC, ShoreTel and Siemens.


OptiOp Contact Centre Quality Management [Belfast, 2014]: Streamlines the process of quality managementprocess for call centers. Monitors how well employees are complying with financial and data protection items. Allusers can self-serve and run their own reports. Helps in employee engagement.

Workforce Management - Gamification

GamEffective [Charlotte, 2012]: GameEffective is a pioneer in the use of narrative-based enterprisegamification. Its SaaS based gamification platform supports sales, customer service, social collaboration,elearning and much more. GameEffective is easy to implement due to its no-code integration and its ability towork across many platforms, presenting enterprises with next generation gamification that goes beyond pointsand badges. Easy to integrate with SalesForce, ZenDesk and many other collaboration platforms. Founded in2012 and is headquartered at Charlotte, North Carolina, USA

$3M Verint Systems


PlayVox [San Francisco, 2012]: Playvox is a SaaS company that provides workforce engagement software forsales, service and support contact centers. It helps in reducing agents training costs and onboarding them easily.Customers can rate agents personally at the end of every interaction. It evaluates interactions, create quizzesand coaching forms for engagement, team performance dashboard and team communications solutions.

$2M Seidor Crystalis, FCP Innovacion SP


CoolCenter [Rio De Janeiro, 2014]: Cool Center implements game mechanics in call centers to improve agentservices by defining metrics, having the employees earn points and rewards for achievements based on themetrics, agent monitiring and quality tracking. It can be integrated with existing enterprise solutions. Some of theclients include NET, Icatu and Claro.

http://www.dvsanalytics.com/

http://www.optiop.com/

http://www.gameffective.com/

http://www.playvox.com/

http://www.coolcentersoftware.com/


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Training



Greatify [Quebec City, 2014]: Using contests and gamification, Greatify communicates the actions that has to bedone to achieve business goals. Allows for a real-time monitoring of teams’ progress. Its dashboards allow to finetune things, offer coaching and to make the right decision at the most crucial moment.

Agents Productivity

nVoq [Boulder, 2000]: Formerly known as Sandcherry, nVoq provides a cloud-based speech-to-text solutiondesigned to improve workflow used by communication and healthcare organizations. SayIt is a cloud-basedworkflow optimization and voice navigation system that enables customer care agents to speed up repetitivetasks using voice commands. Voice commands can be used within CRM, knowledge bases, new productinformation, methods and procedures, and any reference source. With SayIt, coaching can occur during the callor chat, giving agents the opportunity to adjust or correct mistakes before they happen.

$23.78M

Agents Productivity

CustomerMatrix [New York City, 2013]: It unifies data across business units to identify new revenues and helpdeliver better customer experience. Helps companies capture revenue opportunities in real-time, byrecommending specific actions for customer-facing employees and placing recommendations in their existingworkflows, ranked by impact value. Has its R&D center in Paris, France and operations in Asia centered inHong Kong. Some of its customers include BNP Paribas, Allianz, Schneider Electric. It is a founding member of theCognitive Computing Consortium with IBM-Watson.

$19.5MHSBC, Newfund, Aster, True Global

Ventures

Agents Productivity

Kaybus [Mountain View, 2012]: Kaybus provides an enterprise-grade SaaS Knowledge Automation system thatefficiently manages the discovery, curation, and delivery of company’s internal information through theapplication of advanced knowledge science. Kaybus can be described in three modules- Morph, Match andMeasure. Morphing is a set of functions and tools that connect to various repositories such as Box, SharePointand Salesforce. Match- using natural language processing and curation technologies to provide a YouTube orNetflix-like recommendation of material. Measure - measures the result of how the knowledge is presented tothe users and the impact on their business results.

$8.75M Artiman Ventures

http://www.greatify.co/

http://www.nvoq.com/

http://www.customermatrix.com/

http://www.kaybus.com/


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Training


Agents Productivity

OpenMethods [Los Angeles, 2010]: SaaS solutions for contact centers to integrate telephony platforms withCRM software. SaaS platform that integrates the Oracle Service Cloud with traditional communicationsplatforms, such as Genesys, Cisco, Avaya, and others to create a unified agent desktop and universal queue.PopFlow enables businesses to take any data elements generated in the IVR and automate workflows withinOracle Service Cloud and any related downstream applications. PopFlow Studio has tools enabling users tovisually interconnect once disparate data and workflows together.

$5M Kayne Anderson Capital

Agents Productivity

Panviva [Camberwell, 1996]: Panviva is the developer of the SupportPoint software, a Business ProcessGuidance system. SupportPoint focuses on file and document management. Additionally, it provides projectmanagement, content development, training, and support and maintenance services. The company caters tohealthcare, banking, manufacturing, telecommunications, and insurance industries. Its clientele include Austar,British Telecom, Fosters, HP, National Australia Bank, Thomson Reuters, and Caterpillar

$4M Telstra

Agents Productivity

interact.io [Berlin, 2012]: Cloud-based B2B Software platform for advanced customer relationship management(CRM) and Unified Communications. MicroApps deliver the mobile, real-time communication and analyticscapabilities. Delivers real time contextual data and dashboards to assist sales people be more productive andclose more deals. By connecting real-time communications with CRM, ERP and Social Data, its platform createsinsights for corporate executives. Provides reference app and SDK for deployment of Mobile CRM and SalesAutomation solutions for Apple IPad.

White Star Capital, Seedcamp

Agents Productivity

Next Caller [New York City, 2012]: Next Caller is Advanced Caller ID for Businesses. It offers access to asecondary database containing a caller’s personal information including their name, phone, number and email. Itmaintains a database linking U.S. phone numbers cell or landline to names, addresses and emails. Helps toidentify spoofed calls in real time. Y Combinator backed.

Y Combinator

Agents Productivity

CoralTree Systems [Hampshire, 2004]: CoralTree Systems is a leading supplier of CRM, Billing and OrderManagement solutions. Its daVinci portfolio offers end-to-end BSS suite. Renaissance is a browser-baseddesktop that supports call centre and retail representatives. It provides access to critical customer information byaggregating data from multiple downstream applications.

http://www.openmethods.com/

http://www.panviva.com/

http://www.interact.io/

http://www.nextcaller.com/

http://www.coraltreesystems.com/


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Training


Agents Productivity

CCP [Ahmedabad, 2015]: CCP provides for a call center management software. Offers sales management,service management and employee management services. Features include analyzing sales, service andefficiency through dashboard. Time and date bound generation of reports for employee performance anddelegation of work to associated employees.

Agents Productivity

Cube-2 [Omaha, 2013]: Employee engagement software (web and tablet based) specifically for contact centerindustry focusing on agent coaching, communication alongwith visibility to management. RealFeed solutionprovides details and background, realtime call data by agents to management teams. Provides direct chat andcommunication access to agents with their immediate supervisors. Pricing $10/month per agent.

Agents Productivity

NexxPhase [Atlanta, 2009]: Nexxphase cloud based customer engagement platform enables a single view ofcustomer across all interaction channels with contact center services. Features include skill based routing,IVR/self service, inbound and outbound call features, workforce management, scheduled callback, customersatisfaction surveys and reports, PCI compiant.

Analytics

CallMiner [Fort Myers, 2002]: CallMiner helps businesses and organizations improve contact centerperformance and gather key business intelligence by automating their ability to listen to every customerinteraction. It's cloud-based coversational (speech and text analytics) solution automatically analyzes contactsacross all communication channels: calls, chat, email, and social. Offers real-time monitoring and post-callanalytics, delivering actionable insights to contact centers.

$69.61M

Florida Growth Fund, Sigma Partners, InterSouth Partners, Inflexion

Partners, In-Q-Tel, NewSpring Capital, Inflexion Private Equity

Analytics

Nexidia [Atlanta, 2000]: Nexidia has delivered a platform that unlocks the untapped value inside the massiveamounts of unstructured audio and video content by making it searchable for contact centers. It captures andanalyze customer audio and text interactions from a variety of channels including chat, email, SMS, phone andsurveys. Its enterprise speech intelligence (based on artificial intelligence) product suite includes Nexidia discoverto provide automated analysis and trend spotting within customer interactions, and Nexidia evaluate to manageand improve performance across an entire organization and down to individual agents.

$51.48M

Morgan Stanley, Paladin Capital Group, Cordova Ventures, H.I.G.

Capital, Boston Millennia Partners, BlueCross BlueShield Venture Partners, Sandbox Industries,

HarbourVest Partners

http://www.contactcenterperformance.in/

http://www.cube-2.com/

http://www.nexxphase.com/

http://www.callminer.com/

http://www.nexidia.com/


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Training


Analytics

Interana [Menlo Park, 2012]: Interana is a fast and scalable event-based analytics solution that answers criticalbusiness questions on how customers behave and products are used. With Interana, key business metrics thatmatter most in a data-driven world - such as growth, retention, conversion and engagement. Interana allowscustomers to discover and investigate these key insights easily through its visual and interactive interface.Streaming data and data at rest are analyzed together, enabling companies to see how real-time snapshots fitinto historical trends. It analyze massive volumes of call detail records for understanding how users behave andinteract with products and services. Sony, Tinder, Jive, Bloomboard and Orange are among its customers.

$36.2MBattery Ventures, Data Collective, Fuel Capital, SV Angel, Chris Howard, Index

Ventures, AME Cloud Ventures

Analytics

Mattersight [Chicago, 2006]: Mattersight provides enterprise analytics solutions focused on customer andemployee interactions and behaviors. It uses behavior analytics to capture and analyze customer and employeeinteractions, employee desktop data and other contextual information to optimally route customers to the bestavailable employee, improve operational performance, and predict future customer and employee outcomes.It's analytics is based on millions of proprietary algorithms and the application of unique behavioral models. Thecompany's SaaS delivery model combines analytics in the cloud with deep customer partnerships. For CallCenters, it offers services like analytics driven call routing, predicting customer action, improving call quality andcall recording for training and evaluation purpose. It's solutions are used by leading companies in Healthcare,Insurance, Financial Services, Telecommunications, Cable, Utilities, Education, Hospitality and Government.

$24M

Analytics

UTOPY [San Francisco, 1999]: UTOPY provides SpeechMiner solution through which companies can optimizecontact center performance by automatically assessing and retrieving customer interactions over multiplechannels including voice, e-mail, chat, and social media. Web-based dashboards enable ongoing visibility acrossall channels and agents. It delivers workforce optimization solutions, including industry-leading speech and textanalytics and innovative voice of the customer applications.

$7.5M Bay Ventures, Pras Holdings

Analytics

Uptivity, Inc. [Columbus, 2005]: Uptivity,Inc. provides contact center workforce optimization and managementsolutions including call recording, coaching and training, compliance, desktop analytics, performancemanagement and quality management solutions. It also provides phonetics based speech analytics solution. Itwas formerly known as CallCopy, Inc. and changed its name to Uptivity,Inc. in September 2013. Operates as asubsidiary of inContact, Inc.

$6.5M Edison Ventures, Rev1 Ventures

http://www.interana.com/

http://www.mattersight.com/

http://www.utopy.com/

http://www.uptivity.com/


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Training


Analytics

Cogito Corporation [Boston, 2007]: MIT-spin off, real time customer engagement through behavioural voiceanalytics. The Cogito Engagement Score provides an objective and reliable measure of quality on 100% ofselected phone interactions a company has with its customers. Complaint with Avaya premise based contactcenter solutions. Works with existing CRM solutions and interprets customer sentiments in real time. Itstechnology was named a Breakthrough Idea by Harvard Business Review and a Technology That Will Change theWorld by MIT’s Technology Review. In 2014, was named one of the fastest growing private companies in Bostonby Inc. Magazine

$6.5M Salesforce, Romulus Capital

Analytics

Voci Technologies [Pittsburgh, 2008]: Voci has developed speech recognition appliances that enable real-timecall monitoring and alerts, and empower text analytics platforms to discover insights contained in the spokenvoice of the customer. Its V-Blaze converts audio files to text orders, auto-transcribing 100 hours of live audio inone hour, and delivers scanning of up to 1000s of words at over 300x real time. uncover information fromcustomer conversations captured through call centers.

$4.72MPittsburgh Equity Partners, Carnegie Mellon University, Innovation Works,

BlueTree Allied Angels

Analytics

Uniphore [Chennai, 2008]: Uniphore provides voice biometrics, a virtual assistant, and speech analytics solutionsto enterprises. These allow any software application to understand and respond to natural human speech. It isserving customers from industries like banking, insurance, outsourcing (BPOs), agriculture, and healthcare. Thestartup claims to have worked with over 70 enterprise customers and served over 4 million end users. It hasoffices in India, the Philippines, and the UAE. Supports over 25 Indian and International languages with anastounding 95% accuracy. Partnered with Nuance Communications in 2013 for mobile banking in India. Raisedmoney from Kris Gopalakrishnan - Infosys CEO.

$1.1MIndian Angel Network, YourNest Angel

Fund, IDG Ventures India

Analytics

ThinkCX [Vancouver, 2012]: Thinkcx offers a predictive customer intelligence engine monitoring the digitalsignals given off by consumers and notify in advance of crisis and opportunity. It proactively monitors customer'spublic social profiles, web data and displays relevant insights in real time helping enterprises to track actionableinflection points such as service-let-down, criticism of services. It helps in augmenting internal churn predictionprocesses with a proactively early detection system.

$350K

http://www.cogitocorp.com/

http://www.vocitec.com/

http://www.uniphore.com/

http://www.thinkcx.com/


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Training


Analytics

EMOSpeech [Mexico City, 2011]: EMOSpeech develops enterprise software applications based on speechemotion recognition. Its product is a speech analytics engine that allows call centers to analyze all recorded callsbased on a continuous psychological model that recognizes different emotion states in a wide spectrum ofacoustic emotions allowing better representation and providing more flexibility to identify properties in thevoice.

$290k

Analytics

Gridspace [California, 2012]: Gridspace is a collaboration between SRI Speech Labs, the lab behind Siri, and amultidisciplinary team of Stanford engineers. Its product Sift - voice analytics software for understanding andimproving contact center interactions, Memo - uses NLP and voice analytics for understanding notes and speechduring meeting and conferences. It is releasing a hardware device that can be put into a conference room andact as a conduit to the cloud service, called the Memo M1. Angels include Ash Fontana - Managing Director ofZetta Venture Partners, Ramneek Gupta - Managing Director of City Ventures.

$250K Bloomberg Beta, Wells Fargo

Analytics

Behavioral Informatix [Los Angeles, 2013]: Emotion and Behavior Analytics solutions, callER uses emotionrecognition technology to extract information directly from the audio signal by analyzing both the customer’sand agent’s emotional states using signal processing and machine learning algorithms. It detects when agents arebeing polite or rude; and when customers are engaged or withdrawn. Provides insights into agent-customerinteraction dynamics.

Analytics

SatMapInc [Washington D.C., 2006]: SATMAP offers enterprise contact center technology that optimizes calloutcomes by matching agents with callers based on personality. It uses intelligent data analytics across voice,chat, video, web, IVR, and email interactions and pattern recognition technology in real time to pair callers withagents. It works in real time with a client's existing telephony and routing systems. Has paired more than 1 Bmillion callers with agents, based on personality, on behalf of over one hundred client programs. Holds multiplepatents and IP claims around neural network call mapping and personality-based call pairing. In March'15, itannounced partnership with Mckinsey solutions.

Analytics

Exony Limited [Newbury, 2000]: Exony Limited provides analytics and management software. It also providescustomer journey analytics, an analytics platform, which tracks the interactions of the customer journey in real-time to deliver a business oriented view of the omni-channel customer experience, brand perception, andlifetime value. As of August 6, 2014, Exony Limited operates as a subsidiary of eGain Corporation.

http://www.emospeech.net/

http://www.gridspace.com/

http://www.behavioralinformatix.com/

http://www.afiniti.com/

http://www.exony.com/


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Training


Analytics

interAnalytics [Geneva, 2010]: Interaction mining solutions for call centers which understands human,conversational interaction through a proprietary NLU system. Automatically analyzes all conversations capturingcustomers satisfaction and dissatisfaction in near real time and also providing agents (the workforce) the toolsand motivation to self-evaluate and self-train.

Analytics

ethosIQ [Houston, 2009]: ethosIQ is a business analytics software platform focused on the customer supportefforts of large multimedia contact centers. Customer journey data capturing and reporting capabilitiesproviding customer engagement platform. Leverage Big-data for analysis gaining insights to your customerretention and customer churn.

Analytics

Bace1 Limited [Gosport, 2008]: Bace One provides Autonomy etalk's Qfiniti call recording, call logging, voicerecording, quality monitoring, speech & voice analytics, customer surveys, interaction assistance &recording and screen capture software for call and contact centres.

Analytics

Metrocave [Orlando, 2006]: Metrocave provides speech analytics solutions to SMB's. It is open source socompanies can deploy it on their own servers for free. They can then better understand their customers, andimprove their agent effectiveness using actionable intelligence.

Analytics

Cloverlux [Austin, 2015]: Cloverlux processes phone and conference calls from sales organizations and providesinsight and analytics to sales leaders on how to effectively manage their teams to improve sales results. Their APIconnects with the users CRM and VOIP system to intake the voice conversation data and analyze that content forpredictive emotional intelligence elements. Help call centers inprove CSAT performance with call analyticssolutions.

http://www.interanalytics.ch/

http://www.ethosiq.com/

http://www.baceone.com/

http://www.metrocave.com/

http://www.cloverlux.com/


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Training


Analytics

VoiceLab [Gdynia, 2009]: Voice biometrics, speech recognition and analytics technologies. Has developed asystem to collect and manage data and tools for quality control, verification and transcription of speech forpolish language. Analyses speech by using defined keywords. Noise reduction technology is based on advancedalgorithms for statistical processing of the speech signal

Analytics

RankMiner [Austin, 2013]: RankMiner’s predictive voice analytics, built around human emotions &behaviors increase conversion rates. It creates a predictive model that identifies the customers to target. It thendynamically updates itself with validated results. Future predictions become more accurate as RankMiner modellearns from unique validated results. Agent Insight analyzes every call to provide insight on agent performance.

Analytics

ZOOM International [Prague, 1999]: ZOOM International provides omnichannel call recording, screen captureand quality management solutions for contact centers, financial trading floors and emergency services. ZOOM isdelivering solutions focusing on Cisco, Genesys and generic SIP-based platforms. ZOOM is operating worldwideout of its 4 offices in US, Europe, Russia and Middle East and has more than 400 customers in 43 countriesaround the world.

Analytics

Sestek [Istanbul, 2000]: speech technology company offering Voice Biometrics, Natural Dialog ASR, TTS, CallRecording and Speech Analytics solutions focused on the speech and communication technologies, call centerapplications, and customer services automation. Customers from financial services, banking and insuranceindustries, telecom and GSM operators, and public institutions. Speech Analytics transcribes the recorded audioto digital text & analyzes interactions in call centers and reveals important insights by applying data miningmethods. Invested in Botego in 2014.

Analytics

Envision [Seattle, 1994]: It records the screen and voice from customer interactions, agent desktop keystrokesand application workflow before during and after interactions with advanced search features on keywords, callduration keywords with customized templates. It anlayzes all interactions with summary of tending topics.

http://www.voicelab.pl/

http://www.rankminer.com/

http://www.zoomint.com/

http://www.sestek.com/

http://www.envisioninc.com/


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Training


Analytics

Sendify [Los Angeles, 2012]: Sendify scores inbound callers, in real-time, on buying dimensions. By learning whocustomers really are, It empower users through its proprietary Pulse platform that is comprised of three maincomponents smartnumber - scores each inbound call, filters inbound callers based on those dimensions, andrecords all that data for analysis, WhisperIQ - caller specific intelligence and Callerscience - big data analytics thatidentifies who customers are and presents insights about them.

Analytics

Voziq [Reston, 2012]: Cloud based text analytics solutuions for contact center interactions from agent notes,surveys, call center recording for predicting churn, improving metrics like average hold time, first call resolutionrate, average hold time. Partnered with Datasift, which provides a single API and unified data format across themost popular social networks, news and other data sources. Helps in tracking and integrating customerinteractions and gathering data from call center agent notes, IVR, website, surveys, emails, chats, CRM,transactions data.

Analytics

Fonetic [Madrid, 2006]: Fonetic is a technology company helping companies to better know and understandtheir customers through IVR, Speech Analytics and Text Analytics. It decodes the behavior of clients, customers,measures its impact on their business and recommends what action to take to increase retention, improvecustomer experience and reduce costs. In also provides a financial trading record-keeping compliance solution tobanks and the financial sector. Customers include the likes of BBVA, Santander, Vodafone, Telefónica, Endesaand Direct Line.

Analytics

Liquid Voice [Leeds, 2005]: Customer-interaction analysis and improvement solutions. Call recording andmonitoring solutions with powerful speech and activity analytics tools to support improved decision making andquality management. Provides IVR, CTI, Call Recording, Monitoring and Compliance applications.

Analytics

TopBox [Washington, 2014]: TopBox enables call centers to observe and collect unstructured data fromcustomer interactions, then mine that interaction data to identify the root cause of issues. It identifies the rootcause of your customer facing issues. Its solution combines the power of advanced analytics, click-and-drop datacapture capabilities and the knowledge and experience of quality assurance personnel to pinpoint the root causeof business challenges that originate both in the contact center.

http://www.sendify.com/

http://www.voziq.com/

http://www.fonetic.com/

http://www.liquidvoice.co.uk/

http://www.topbox.io/


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Training


Analytics

Engage Holdings [Columbus, 2011]: Provides cloud contact center solutions such as IVR, ACD, skills basedrouting along with workforce management, reporting and monitoring. Partnered with IBM Watson in Nov'15using sentiment and speech analysis capabilities to analyze conversations and provide a comprehensivedashboard for agents and supervisors to mitigate risk for the call center agent and customer, while optimizingsales effectiveness.

Analytics

Macaw Speech [ , 2008]: Macaw Speech delivers VoiceXML packaged speech recognition self serviceapplications to contact centers. Delivers reusable toolkit of VoiceXML applications , web based customerconfiguration tool providing administrative interfaces , modular application design, applications available as pre-built and bespoke. Partnered with IBM Watson in its agents assist application using its retrieval and rank API toidentify relevant content to solve customer queries.

Analytics

DataQu [Santiago, 2015]: Clients manager solutions for call centers. Helps in predicting customer churn whichhelps in proactively managing clients. Helps in managing calls, emails, texts in a predictive way.

Analytics

DataProphet [Cape Town, 2013]: The company's flagship product Agent lead matching algorithm (ALMA) usesmachine learning algorithms to match call agents with leads with pricing based on successful matching. Its alsoworking on voice analytics that assess whether agent is good or bad.

Analytics

Interaction Analytics GmbH [Bruchsal, 2014]: Interaction Analytics GmbH provides conversational analyticssolutions by turning conversations into insights with call recording, quality monitoring and speech and textanalytics. It extracts and quantifies the behavioral events taking place at contact centers such as competitivementions, retention attempts, expressions of sentiment or steps towards issue resolution. It helps in defining andtracking metrics that shape agent performance and business processes and provides the trends, correlations androot-cause analysis.

http://www.engagertc.com/

http://www.macaw.ie/

http://www.dataqu.cl/

http://www.dataprophet.com/

http://www.interaction-analytics.de/


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Training


Analytics

Cerebri [Austin, 2014]: Cerebri uses cognitive computing for call centres with the help of IBM watson. Watsoncomponent can be added to mobile apps, website or twitter account. Consumers can get answers to theirqueries with the help of watson. Its dashboard allows call centre management to analyze engagement withwatson applications.

Analytics - API

Voicebase [Novato, 2010]: VoiceBase provides an on-demand speech analytics platform that provides easy touse APIs that automatically transcribe audio and video content by extracting relevant keywords and topics,enabling the instant search and discovery of spoken information. They also store voice recordings andsummarizes important events discussed in text. Costumers include TATA, Nasdaq, Green Rope, Genband andmore. It charges a per minute rate for recordings processed by the API.

$20M Band of Angels, Alex Fries

Analytics - API

Deepgram [California, 2015]: DeepGram uses artificial intelligence to recognize speech, search for moments,and categorize audio and video. Can be used for sales and support calls in monitoring customers mentioncompetitors, annoyance, and praise.

Visual IVR

VIVID Technologies [Coalville, 2013]: Vivid Technologies, a Pakistani originated and now UK-based customerservice startup, aims to reduce customers waiting time by putting customer service calls into an app. Its cloud-based technology adapts the traditional customer service IVR (Interactive Voice Response) systems into aninteractive, visual and touch experience that allows users to send in pictures or a sound clip of the issue that’scausing them to call the company’s helpline. Incubated at Plan9 and accelerated at LUMS Center forEntrepreneurship, Vivid then joined Microsoft Ventures London and BlackBox Connect (sponsored by Google)USA accelerator programs.

$350kSunbridge Partners, Rosemont Group,

Telefónica, Conrad Labs

Visual IVR

Radish Systems [Boulder, 2009]: It allows businesses to share visual information in real-time during smartphoneconversation. allows contact centers to share visual information during a call with smart mobile device users.Integrate voice and visual communications. The ChoiceView Visual IVR allows visual menus to be delivered to asmartphone or browser screen when the user calls into the Interactive Voice Response system.

$271k

http://www.cerebri.com/

http://www.voicebase.com/

http://www.deepgram.com/

http://www.vividtech.io/

http://www.radishsystems.com/


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Training


Visual IVR

Zappix [Burlington, 2011]: Zappix Visual IVR SaaS platform provides smartphone visual and self services whichcan be integrated with existing IVR system and contact center voice channels. Provides omni-channel analyticsfor the Visual IVR making it easier to resolve a problem or complete a transaction. Provides an easy andintuitive visual map of the phone menu options on a consumer iOS and Android App that the consumer can clickthrough and interact with the company

Kormeli

Visual IVR

Visualyzr [Indore, 2013]: Visualyzr is online customer service management software that increases productivityof business by giving customer service to your customers by turning IVR to Visual-IVR. Businesses can easilymanage and collaborate with customers during the call.

Visual IVR

True Visual IVR [Boulder, 2013]: The ChoiceView Visual IVR allows visual menus to be delivered to a smartphoneor browser screen when the user calls into the Interactive Voice Response system.

Visual IVR

visual-ivr [Atlanta, 2012]: Product of Jacada, Visual IVR solution turns voice IVR in a visual IVR. With thiscustomers can traverse across the different channels while keeping the context of their original intent. Visual IVRcan reuse existing Voice IVR scripts.

Visual IVR

Televate.io [Singapore, 2013]: Televate is cloud-based SaaS solution that helps to improve customer experienceswith call centers at large enterprises. Its cloud based solution allows customers to skip hold times by triggeringtheir customer support requests through a visual IVR on web or smartphone applications. Customers are placedin queue and receives a scheduled callback.

http://www.zappix.com/

http://www.visualyzr.com/

http://www.truevisualivr.com/

http://www.visual-ivr.com/

http://www.televate.io/


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Training


Visual IVR

simplycalled [New York City, 2013]: Formerly known as Tribeca Mobile, Simplycalled helps to make phone callsto call centre support reps simpler by integrating the voice call with consumer's smartphone. It provides realtime info to both consumers and clients during the call and allows them to share the info. It allows support repsto share the visuals for solving customer queries.

Visual IVR

CallVU [London, 2012]: Callvu provides visual call center solutions. It helps contact centers to provide a visuallayer on top of calls through smartphones. Winner of several awards such as innovation awards by Citibank andMasterCard in 2013 and Credit-Suisse FinTech award in 2014. Enhances call centers and enables visualinteraction during all phases of the call like menus navigation, self-service, agent live call and call wrap-up.

Visual IVR

Ubicall [ , 2013]: Ubicall provides Visual IVR, interactive form filling, in-app VOIP calling, virtual queuing withcallback and scheduling solutions. It helps to provide better services to their customers through its mobile SDKand paltform. Its also provides call recording & live monitoring solutions to agents.

Visual IVR

callerzen [San Francisco, 2015]: Callerzen provides visual IVR, callback solutions and messaging platform toengage customers. It helps to display company's menu into visual format and allows customers to schedulecallbacks for better engagement. Its in beta phase as of now.

Virtual Queuing

FastCustomer [Washington, 2011]: FastCustomer lets people reach customer service without waiting on hold,and helps companies improve their customer service experience. It allows customers to call to any listedcompany support reps from an app and get a callback according to the free time. Process is streamlined in oneclick.

$750k 500 Startups

http://www.simplycalled.com/

http://www.callvu.com/

http://www.ubicall.com/

http://www.callerzen.com/

http://www.fastcustomer.com/


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Training


Virtual Queuing

Hold-Free Networks [San Diego, 2009]: Part of Hyfiniti, Hold-Free Networks offers Callback in the Cloud™ forvoice, web, and mobile consumer touch points. Evonexus Incubated company.

EvoNexus

Virtual Queuing

Buzzeasy [Alcester, 2014]: Buzzeasy provide suite of cloud-based callback solutions enabling contact centres toimprove the customer journey online, offline and in store through social, SMS, mobile app, in-queue barcodescan, QR codes, call me buttons on websites.

Virtual Queuing

Videlica [Dublin, 2011]: Videlia provides omnichannel contact center solutions to enterprise across, voice, SMS,Web, Social ,TV, app, Apple watch. Its customer experience platform include Visual IVR, Virtual Queuing,scheduled callback which is integrated with Avaya, Genesys, Cisco, Siemens. From its six international offices,Videlica serves customers in 13 countries. In 2012 it partnered with Virtual hold technologies.

Virtual Queuing

Lucyphone [Richmond Hill, 2009]: Lucyphone provides businesses with the tools to improve customer contactexperience. The core Lucyphone solution set is a virtual queueing service or callback solutions that can bedeployed in both hosted and on-premise format. It is also available as a app on iphone and android devices.

Virtual Queuing

Fonolo [Toronto, 2007]: Fonolo providees cloud-based virtual queuing and call-back solutions. The company’sproducts improve the way call centers interact with their customers by replacing hold time with a call-back.Takes conversation on the web, mobile or phone and conveniently routes customers through the call center,connecting them to the right agent. Recently it announced partnership with SJS Solution to make Fonolo's virtualqueuing data visible and actionable to call-center managers and agents.

http://www.holdfree.com/

http://www.buzzeasy.com/

http://www.videlica.com/

http://www.lucyphone.com/

http://www.fonolo.com/


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Training


Virtual Queuing

callpromise [Richmond Hill, 2013]: Callpromise designs and develops cloud based software solutions such as in-call, web, mobile and SMS virtual queuing, benchmarking, simulation and analysis and detachable phone numbersolutions. Some of its customers include Intuit, Metlife, Gethuman, Boingo, Teleflora. It March, 2015 itannounced partnership with virtual hold technology to provide scalable cloud callback solutions.


Cognia [London, 2005]: Cognia provides secure cloud compliance solutions - PCI DSS level 1 accreditation forpayment and recording for financial institutions, governments and Fortune 1000 companies through a multi-tenant cloud architecture. Offers audio recording of mobile, fixed-line, VOIP; text, chat and E-mail data from anydevice or network. Also provides cloud based voice and text analytics solutions in near real time.

$4.6MOxford Capital Partners, Vodafone,

Swisscom Ventures


PerformLine [Morristown, 2008]: Marketing compliance company bringing SaaS automation and scale tocompanies looking to mitigate risk and ensure brand safety. Its platform automatically monitors call centers andthe web to ensure full regulatory, brand and TCPA compliance for brands, as well as provide automated agentcompliance and performance monitoring in their call centers. Angels include Jerry Neumann, Stuart Larkins,David Willey and George Rich.

First Round Capital, Rose Tech Ventures, Dublin Capital Partners, Western Technology Investment,

Outcome Capital, Neu Venture Capital

Testing

uxFrame [London, 2015]: Have created a framework that allows mapping the experience of services, channelsand contact points. Use usability metrics to get a diagnosis about the efficiency and effectiveness of all thechannels, contact points and devices.

Testing

Cyara [Hawthorn, 2006]: Cyara provides omni-channel customer experience testing and monitoring platform. ItsPlatform provides a foundation for organizations designing and testing the customer experience throughout thetesting lifecycle, across all customer interaction media channels and across the entire technical architecture.Solutions include IVR and speech performance, contact center, voice biometrics, web interactions testing andmonitoring. It also provides active monitoring of the customer's environment from self-service applications tothe agent desktop.

http://www.callpromise.com/

http://www.cognia.com/

http://www.performline.com/

http://www.uxframe.uk/

http://www.cyara.com/


Call Center (31/34)




Training


Call Recording

Verba [Cleveland, 2010]: Call recording and quality management solution for unified communications platforms.Deployed at leading financial institutions, security companies and call centers, It helps organizations bettermanage risk and compliance, develop quality assurance and increase productivity to enhance their business.Supports vendors like Avaya, Cisco, Microsoft, Broadsoft and others. Offers dial-in recording, passive recordingand RTP forking recorsing solutions.

Virtual Agents

Interactions Corporation [Franklin, 2004]: Interactions offers conversational virtual assistant solutions built withpatented adaptive understanding technology providing a personalized experience through customer lifecycleused by Fortune 5000 companies. With interactions grammars are built by human assisted understanding. Itssolutions have delivered cost saving and increased efficiences in sales and support for companies such has Hyatt,Best Western, Humana, TXU Energy and AllConnect. Customized solutions for banking include services managinginquiries, transactions, billings, office locators, fraud alerts and loyalty/rewards. In Nov'14, AT&T gave itsWatson speech recognition platform and some related patents to the Interactions Corporation in exchange foran undisclosed amount of equity.

$98.75M

SoftBank, Sigma Partners, Prime Ventures, North Hill Ventures, Updata

Partners, Cross Atlantic Capital Partners, Cross Atlantic Partners

Virtual Agents

Voxify [Alameda, 2001]: Voxify offers contact centres to provide self service for customer phone calls based ontemplates of questions and responses menus specific to particular industries and patented voice recognitionsystems. Its products can also handle reservation booking and addressing inquiries. It offers managed services toboth hosted and premise based deployments. Its platform uses multi-channel customer information to identifythe caller, establish intent, direct service resolution and interactive outbound applications. Some of its customersinclude Continental Airlines, Hammacher Schlemmer, Wyndham International. It got acquired by 24/7 in 2011.

$44.5MEl Dorado Ventures, Palomar

Ventures, Sigma Partners, Intel Capital

Virtual Agents

Artificial Solutions [Barcelona, 2001]: Artificial Solutions develops and sells natural language interactionproducts for enterprise and customer use. It allows customers to interact with applications and services runningon computers, mobile technology and other electronic devices using speech, text, touch and gesture using acombination of artificial intelligence and natural language understanding. Its platform teneo - NLI developmentand analytics allows business users and developers to collaborate on creating NLI applications in real time. Itacquired Kiwilogic in 2006.

$18.74M Scope Capital Advisory

http://www.verba.com/

http://www.interactions.net/

http://www.voxify.com/

http://www.artificial-solutions.com/


Call Center (32/34)




Training


Virtual Agents

VirtuOz [Emeryville, 2002]: Virtuoz develops virtual agents for online marketing, sales and support providingcross channel user experience from virtual agents self service to live chat. It was founded in France andheadquartered in Emeryville. Its solutions combine virtual agent solutions to agent practices across agentdevelopment, deployment and optimization to provide predictable results. Recognized by the AmericanBusiness Awards, Best in Biz 2011, Network Products Guide 2012 and Tech Awards Circle. Customers includeGlobal 2000 companies including PayPal, Michelin, SFR, H&R Block, and Symantec. Recently, in 2013 it gotacquired by nuance helping to extend the nina experience to the web and to provide more mobile services toits clients.

$18.4MGalileo Partners, Inventures Group,

Mohr Davidow Ventures

Virtual Agents

CodeBaby [Colorado Springs, 2001]: Codebody provides virtual assistant solutions for improved self service andcustomer engagement. Its product Insyte enables users to engage with virtual assistant solutions to makeinformed account decisions and purchases. Offers elearning solutions that compromise Codebaby studio, asubscription based animation suite that helps to create customized virtual assistants. With CIVA analytics it givesinsights into customer experiences. Some if its customers include MetLife, Guardian, Staples, American Express,Texas State University

$7.91M

Virtual Agents

InteliWISE USA [Sunnyvale, 2005]: Inteliwise uses natural language technology to provide virtual agents,Helpdesk and live chat to small and medium business organizations for CRM services. Its platform consists of fourelements: the presentation avatar, knowledgebase engine, media platform with text-to-speech and statisticsreports. It integrates with most of the IT self service platforms like Cisco, Avaya, Genesys, Avaya, zendesk. Someof its customers include Liberty direct, Saturn, Mediamarket. Its pricingg model includes 29$ monthly for livechat and 499$ for virtual agents with 14 day free trial period.

$2M

Virtual Agents

H-Care [Montebelluna, 2005]: H-care develops and provides multi-channel software platforms for self-serviceand customer care. Its platform allows you to build a digital persona who can manage typical tasks performed bycall center staff and can be deployed on web portals, mobile devices, IP set-top-boxes, and kiosks. Customersinclude Telecom Italia, Fiat, Lottomatica, Eni, Toyota Financial Services, TIM Brasil. Won Red herring 100 Europewinning Human Digital Assistant

$130k H-FARM Ventures

http://www.virtuoz.com/

http://www.codebaby.com/

http://www.inteliwise.com/

http://www.h-care.eu/


Call Center (33/34)




Training


Virtual Agents

Next IT [Spokane, 2002]: NextIt provides virtual assistant solutions for enterprises across all communicationchannels- smart devices, online, social media, self service, contact centres, interactive kiosks. With NextIt Alme'snatural language multi-channel platform, virtual agents provide an integrated approach for increasing customersatisfaction, engagement and improve sales. Customers are across various verticals such as Healthcare, Travel,Finance, Retail, Media.

Virtual Agents

SmartAction [El Segundo, 2009]: Smartaction provides Artificial intelligence enabled voice self service solutions.Its intelligent voice automation(IVA) is a hosted IVR platform that uses natural language speech recognition. Itallows companies to handle complex customer interactions with an intuitive, resourceful, and cognizant AI agent.

Virtual Agents

Verbio Technologies [Barcelona, 1999]: Verbio Technolgioes provides speech technology solutions includingvoice recognition, text-to-speech, speech & text analytics, voice biometrics, Natural Languageunderstanding for telephony environments, embedded technology and software. It enhances the multichannelinteractions between clients and customers.

Virtual Agents

Nuance Communications [Burlington, 1992]: Nuance Communications provides speech, imaging and keypadsolutions for businesses, organizations and consumers worldwide. Its product Nina- intelligent multichannelvirtual agent delivers integrated customer self service. With speech recognition. text-to-speech vocalizer, itoffers conversational IVR, voice biometric solutions. It has made 18 acquisitions so far. Serves various industriessuch as Agriculture, Healthcare, Automotive Financial, Retail, Education, Media. Nuance is very active inacquiring startups / companies which show potential in the Speech Recognition & OCR Solutions.

Virtual Agents

IntelliResponse [Toronto, 2000]: Intelliresponse virtual agent technology platform is a self-service software thatengages in customer inquiries concierge in real time across various channels such as web, mobile, social andagent desktops. Some if its customers include ING Direct, Charter Communications, Copa Airlines, Penn StateUniversity, Yale University. It got acquired by [24]7 in 2014.

http://www.nextit.com/

http://www.smartaction.com/

http://www.verbio.com/

http://www.nuance.com/

http://www.intelliresponse.com/


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Training


Mobile First App

Aircall [Paris, 2014]: Aircall enables users to buy local numbers instantly in 40 countries which can be managedfrom a single office. Businesses can use its app to run a virtual customer support team. Allows companies tomanage their agents. There is a slack like interface for managing teams and communications. It works by routingcalls over the internet. The service is charged from $10 per user on its most basic plan, up to a more robust $40per user tier. Available on web and iOS as of Oct'15.

$3.55MNewfund, eFounders, Balderton,

FundersClub

Mobile First App

Drumbi Corporation [Irvine, 2010]: Drumbi helps contact centers in proactive engaging customers by deliveringpre authenticated information to the agent about who is calling and why they are calling. Helps improvingservice levels including first call resolution, average calling time and customer directed self-service. Has itsandroid and ios app.

$500k 500 Startups

Open Source

Fenero [Miami, 2012]: Fenero offers unified cloud communications solutions for customer service organizations.Features include ACD, IVR, outbound dialing, Quality assurance and monitoring, call recordings, contact centerreporting, live chat, inbound email routing.

http://www.aircall.io/

http://www.drumbi.com/

http://www.fenero.com/


Help Desk (1/33)




Training


Bornevia [Jakarta, 2014]: Bornevia provides web based customer support and ticket management software.Companies can interact with their users across various channels using a ticket management system. All incomingemail and social media messages are converted into request tickets inside the team inbox and given attributessuch as ID and statuses. It also provides collaboration features where team members can discuss with each otherwith built in hastag features.

East Ventures, BEENOS

HelpDesk Pilot [Chennai, 2011]: Helpdesk Pilot is a customer support helpdesk with ticketing application that isweb based. It lets users organize, collaborate and correspond to the support emails that the organizationreceives. Offers a reporting tool for data sources across help desk to generate reports for further analysis. Alsoprovides internal IT helpdesk. Helpdesk Pilot supports all mail box configurations, including Google Apps &MS Exchange.

GladMinds [Bangalore, 2013]: Cloud platform that serves as a communication channel between brands andcustomers. Offers 2 products - AfterSell for brands to stay connected with customers through communication,service, marketing and customised loyalty programmes. AfterBuy is for customers to organize their purchasesand reach out to their choice of brands. Serves as a community for like minded people to share information,experiences and common interests. Available for free. Provides several other services and finds its applications inindustries like automobiles, retail, real estate among others.

AirLoop [Ottawa, 2015]: Using AirLoop customers can engage with brands via SMS and ask questions or providefeedback. Businesses can use their dashboard and mobile apps to communicate back with their customers.Businesses can manage feedback channels from browser or mobile device with its app. It provides insight intomarketing success, business performance, customer engagement, and customer sentiment

Jitbit Software [Humble, 2004]: Jitbit provides helpdesk ticketing, Live Chat and CRM solutions. Jitbit helpdeskprovides ticketing solutions hosted on cloud as well as on-premise with email integration, file-attachments,Google-drive integration, knowledge-base. It provides live chat software to talk to website visitors in real timefor customer support and sales.

http://www.bornevia.com/

http://www.helpdeskpilot.com/

http://www.gladminds.co/

http://www.getairloop.com/

http://www.jitbit.com/


Help Desk (2/33)




Training


Ticksy [ , 2014]: Ticksy offers online helpdesk solutions to small and medium business organizations. Both publicand private tickets are used with email and push notifications to support representatives. It supports services inseveral languages scalable with 3rd party apps like Intercom, Envato market. Some of its customers includeThemepunch, Gespress and Cr3ativ. It offers a 30-day free trial services.

Omnichannel

Freshdesk [Chennai, 2010]: Freshdesk allows companies to support customers by offering help desk ticketing,issue tracking and insightful analytics across phone, email, web, live chat, social media and other channels. Itautomates multichannel tickets to support representatives with built in analytics. Mobihelp supports andengages customers within the app. It also provides self service with its knowledge base and community forums.It is integrated with CRM systems, invoicing tools and e-commerce solutions. Won Microsoft Bizspark Indiastartup challenge in cloud category in 2014. Currently has around 40,000 customers across various verticals suchas Pearson, Honda, Sony pictures, Goodreads, MI, Cisco.

$95MAccel Partners, Tiger Global, Google

Capital

Omnichannel

Zendesk [San Francisco, 2007]: Zendesk, a feature suite, provides an integrated on demand customer supportsolutions. Integrates back-end SaaS helpdesk to a company's online web presence including email, live chat,social and calls support. It streamlines customer support with tools like ticket views, triggers and automations. Ithas around 100 integrations with 3rd party apps like Facebook. Also provides self service with its knowledge baseand community forums. It received the highest score of any reviewed customer service solution in the BusinessIntelligence industry in 2014. Q1'15 revenue increased 68% YoY to 42.2$ M USD. Serves customers acrossindustries such as IT, education, Retail, Professional services and include xerox, Wharton school, NSWGovernment licensing service, 20th century Fox, Expedia. Acquired Zopim in 2014.

$85.5M

Benchmark, Charles River Ventures, Matrix Partners, Redpoint Ventures, GGV Capital, Goldman Sachs, Index

Ventures, Silicon Valley Bank

Omnichannel

Desk [San Francisco, 2009]: Formerly known as assistly, desk.com provides multi-channel online helpdesk withautomatic ticket assigning to support representatives with productivity tools built-in to support, engage andretain customers for SMB's. With knowledgebase and community forums it provides customer self-service acrossall channels. With pre-configured reports, agent performance reports and business insights it helps to optimizethe services. Synced with salesforce platform it offers the option of upgrading to service cloud to provide bettercustomization to support reps. Supports integration with 3rd party apps and platforms to provide a single placeto provide services. Some of its customers are Stichlabs, HAIL, Vimeo, Udemy and Carlo's.

$5.2MTrue Ventures, Social Leverage, Bullpen Capital, Index Ventures

http://www.ticksy.com/

http://www.freshdesk.com/

http://www.zendesk.com/

http://www.desk.com/


Help Desk (3/33)




Training


Omnichannel

Casengo [Amsterdam, 2011]: Casengo, helpdesk ticketing system offers omnichannel customer services forsmall and medium businesses including email, live chat, social media, text, mobile in real time using hybridmessaging. It offers selfservice through knowledgebase. It offers integration with other support softwares likezendesk, desk, freshdesk and live chat applications like zopim, olark, whatsapp and livechat. Some if its customerinclude easygenerator, Chilly, Totaal.

$2M HENQ Invest

Omnichannel

UserVoice [San Francisco, 2008]: UserVoice is an embeddable customer engagement platform with helpdeskand knowledge base management tools that empowers companies to collect feedback from their website,applications and across the enterprise to improve product management and customer support. Integrates withmajor CRM and Marketing automation tools like Saleforce, Basecamp and Marketo. Starts at $15 per month/userfor the basic package. Registered 115% YOY Enterprise Revenue Growth in 2014 with major customers includingIntuit, Microsoft, AVAYA, Rackspace, and Nokia. Named one of America's fastest growing private companies byInc. 500

$1.8M

Baseline Ventures, David Shen Ventures, Betaworks, Founders Fund,

Tekton Ventures, michael beirne, Western Technology Investment

Omnichannel

TeamSupport [Dallas, 2008]: TeamSupport is a web based Customer Service & Help Desk application. Itprovides solution for B2B customer support for companies with software products. Support team can see thecompany profile and other previous and current issues related to client, see product information from database,track shipped inventory, see software version of clients etc. Has a internal social network for collaborationamong the support team. Other features include ticket management, reporting and analytics, omnichannelsupport, Knowledge base, customer distress index, live chat support.

$1.25M

Omnichannel

Groove Customer Support [Cranston, 2011]: Ticketing and Knowledge Base Software for SaaS &eCommerce Businesses. Customer tickets are generated from live chat, social, call, Email and routed to supportreps.Private notes can be added to Tickets. Other features include workflow automation, ticketing management,reporting, knowledgebase and integration with third party CRM tools such as Zoho, Olark, nimble etc. Turneddown $5M funding in 2012. Current revenue is just under $100,000.

$1M

Omnichannel

Logicalware [Edinburgh, 2003]: Logicalwire cloud based mailmanager offers multi-channel customer servicesincluding email, chat and social to small and medium business organizations. By analyzing and mappingworkflows it gives tailored training, system integration and customization. Integrates inbound social, E-Mail andsocial inquiries to provide a unified view to the customer. Offers a free trial period of 30 days. Some of itscustomers include Maplin electronics, Ryanair, Quiz clothing.

$550K Sigma Capital Group

http://www.casengo.com/

http://www.uservoice.com/

http://www.teamsupport.com/

http://www.groovehq.com/

http://www.logicalware.com/


Help Desk (4/33)




Training


Omnichannel

Customer360 [Mumbai, 2013]: Web based platform providing customer support tools for businesses thatenables them to interact with customers through digital and non-digital channels. Features include multi-channelhelpdesk for email and social conversations along with chat support in realtime, ticket management dashboard,engagement with visitors on the site, chat monitoring, ticket forwarding, custom forms and QR codes to reachcustomers offline along with a white label offer for brands. Raised Angel Funding from CCAvenues CEO VishwasPatel in May 2015. Claims to have about 1,000 customers, including names such as Housing, Yatra and CCAvenueas of Dec 2015. Acquired by Interactive Intelligence for an undisclosed amount in Dec 2015.

$500K

Omnichannel

Dimelo [Paris, 2006]: Provides a web based dashboard to manage customer communications happening onsocial media, web live chat. Also provides a peer-to-peer self service community platform. Also provides a SDKfor in-app customer support.

Omnichannel

ArcticDesk [Isleworth, 2012]: Multichannel helpdesk software which has ticketing system based on social media,website, email. Also allows to build a knowledgebase for self support. Has its REST API to customise and buildaround ArcticDesk, or integrate with other applications

Omnichannel

Ranketo [Kiev, 2015]: Unified customer communication and analysis platform with behavior prediction system.Allows businesses to talk to customers from email, Facebook, Twitter, Viber, forums, blogs from a singledashboard. Provides analytics toolkit to anticipate, predict the sentiment of customers.

Omnichannel

BizChatBox [Kista, 2015]: BizChatBox is a free live chat and multichannel helpdesk solution alongwith tool tocollect customer feedback. Also provides reporting solutions. Its android app is in beta phase. Planning to releaseiOS app as of Jan'16.

http://www.customer360.co/

http://www.dimelo.com/

http://www.arcticdesk.com/

http://www.ranketo.com/

http://www.bizchatbox.com/


Help Desk (5/33)




Training


Omnichannel

Supbine [Aarhus, 2015]: Provides multi-channel helpdesk(Twitter, Facebook, Email, TrustPilot) and live chatsolutions. Providing a single platform where customer support team can fast and efficient provide help.

Omnichannel

Kreato CRM [Chennai, 2010]: Kreato CRM, a product of Navrita software, is a subscription based CRM solution.Kreato helps SMEs to manage contacts, sales opportunities, marketing, activities and all type of communicationsfrom within CRM. Helps in managing contacts, lead collection, sales opportunities, marketing campaigns, trackingcustomers issues, generating reports, activities from all types of customer communications (Telephony, SMS,Email) etc. Has a ticket resolution management solution with telephony integration

Omnichannel

Parker Software [Stoke-on-Trent, 2003]: Real time customer engagement solutions on websites. Has 3 products- Whoson which is a live chat software with visitor tracking, ticketing system; Think Automation which is a emailparser and business process automation tool which can process the data from emails, social channels and helpsto automate the replies and Prospect Agent software for sales lead tracking.

Omnichannel

Teamwork Project Manager [Cork, 2007]: Teamwork offers online project management solutions to enterprise.Its features include project management, task management, milestone tracking, Gantt charts, file management,and time tracking. Customers of TeamworkPM include Pepsi, EBay, Microsoft Studios, PayPal, and Forbes TravelGuide.

Omnichannel

Apoio [Amsterdam, 2015]: Helpdesk software for small and medium businesses. Organized inbox for the wholeteam with conversations from email, Twitter and Facebook.

http://www.supbine.com/

http://www.kreatocrm.com/

http://www.parkersoftware.com/

http://www.teamwork.com/

http://www.apo.io/


Help Desk (6/33)




Training


Omnichannel

Joydesk [Aarhus, 2013]: Provides multi-channel ticketing solutions on email, twitter, facebook, Trustpilot andmore. Also provides live chat software.

Omnichannel

Kayako [Jalandhar, 2001]: Kayako is a developer and vendor of help desk, CRM and live chat software. Theirflagship helpdesk solution, "Kayako Fusion" enables organizations to deliver customer support over the web,email, support tickets, live chat, phone and self-service. Other features include Email management and ticketing,live customer chat support on websites, reports on performance measurement, customer satisfaction surveysand other customer engagement and conversation tracking tools.

Omnichannel

EvantoDesk [Bristol, 2012]: Helpdesk support on email channel for small and medium businesses which alsoprovides live chat, community forums and twitter and facebook integration. Offers 21 day free trial period.

Omnichannel

Pegasystems [Cambridge, 1983]: Pegasystems is the market leader in BPM solutions. Also offers CRM solutions.It offers a unified model-driven PaaS, Pega 7 Platform, that is unified, platform-agnostic, agile incorporated withpredictive analytics. One of its USPs is its 'Next-Best-Action' capability, which employs big data and self-learningalgorithms to suggest the best action for a customer interaction. Its Omnichannel customer service solutionswhere customer service reps can resolve customer queries through integrated multichannel. Also provides co-browsing solutions where agents can provide live assistance to customers and knowledge managementsoftware. It anticipates customer needs, and intelligently guides each step of customer interactions, across anychannel. Has made 3 acquisitions - Antenna Software, Firefly and Chordiant. Reported a revenue of $162 M in2015, a 13% YOY growth. Clients include JP Morgan, ANZ, AIG Japan, Heathrow. Presented as a 'Leader' in'Gartner iBPMS Magic Quadrant' in 2014 and 2015.

http://www.joydesk.net/

http://www.kayako.com/

http://www.evantodesk.com/

http://www.pega.com/


Help Desk (7/33)




Training


Omnichannel

Novo Solutions, Inc. [Virginia Beach, 1999]: Novo Solutions is a provider of help desk, customer support andknowledge management solutions. The Novo ShareNet Cloud Platform is a web and mobile application that canbe used as a Customer Support Software Solution to track, share and report on customer service requests.applicable for government, IT, healthcare, manufacturing, banking, and education industries. Also provides assetmanagement and facility management.

Omnichannel

ConvergeHub [Dublin, 2013]: Sales, Marketing and Service CRM software that enables small businesses toattract more prospects, win more deals and build lasting customer relationships. From delivering marketingmessages via multiple channels, tracking sales activities, building one-to-one relationships with customers,sharing documents and other key insights with internal team or external partners, tracking customer servicecases, or increasing efficiency through business process automation, it helps businesses manage customers.Supports integration with 3rd party apps such as Twilio, Google Apps, Quickbooks, Docusign.

Omnichannel

Contakti [ , 2014]: Contakti is a multichannel customer service platform that provides helpdesk ticketingsolutions over email, social media. It also provides live chat software and callback solutions by providing contactforms and also collecting feedback for improving support. Provides reports for overall concise summary aboutbusiness and employees.

Omnichannel

Zyprr [Boston, 2014]: SaaS based solutions which integrates all customer touch-points giving a 360 degree viewof customers. Using Zyprr, businesses can manage the entire lifecycle of their customers including marketing,lead nurturing, CRM, communication and team activities, progress tracking, analytics, document collaboration,service and helpdesk and order management.

Omnichannel

Ensembler [Delhi, 2015]: Ensembler provides a complete end-to-end CRM and sales force automation solutionfor enterprises. Features include lead generation & tracking, campaign management, integrated helpdesk& support management, report and dashboard. Product of Alliance Info-Tech.

http://www.novosolutions.com/

http://www.convergehub.com/

http://www.contakti.com/

http://www.zyprr.com/

http://www.ensembler.com/


Help Desk (8/33)




Training


Omnichannel

HappyFox [Chennai, 2011]: HappyFox is a cloud based help desk ticketing system. Supports multiple channelslike email, voice and live chat and 35 languages. Has Features such as tags, advanced search and filters,integration with CRM, live-chat, knowledge base, FAQs, SLA management. Assigns ticket automatically usinground robin algorithm. Integrates with Salesforce, Jira, Magento, Facebook and more. Also offers HappyFox appthat is available on iOS and Android mobile platforms. Launched Helpstack, an open source mobile helpdesk foriOS developers in May 2014.

Omnichannel

Help Sumo [Texas City, 2013]: Helpsumo's helpdesk software is a web based solution for small and mediumbusiness organizations with the ticketing system across social, email and community forums. It also supportsknowledgebase and video tutorials for self service. It offers 99$ subscription with 1 month free technicalsupport.

Omnichannel

Humanify [Denver, 2014]: Humanify, wholly owned subsidiary of TeleTech is a patented unified cloud basedmultichannel communications platform offering suite of customer experience solutions. Customers can interactwith businesses through call, chat, email, through mobile app or desktop with demographic and pyschographicrouting engine through EXPERT connect Mobile SDK and Web Component. Agents can help customers from Weband Mobile workforce apps. All the customer interactions are stored and analyzed with social monitoring ofcustomers.

Omnichannel

Helprace [Tampa, 2011]: Helprace help desk software consists of a support ticket system, knowledge base,community and feedback widget. With online community it provides peer to peer feedback platform keepingclose to support reps. It helps to increase productivity of service agents, optimization of workflows and providesskill based routing.

Omnichannel

Reamaze [San Jose, 2012]: Reamaze is a cloud helpdesk to support conversation management via email, socialmedia, live chat and knowledgebases for small and medium businesses. It also provides team management toolswhere different teams can collaborate to provide customer support. There are no ticket numbers. It supportsintegration with 3rd party apps such as Slack, Shopify, Mailchimp, Hipchat, Stripe. Offers a 14 day free trialperiod.

http://www.happyfox.com/

http://www.helpsumo.com/

http://www.humanify.com/

http://www.helprace.com/

http://www.reamaze.com/


Help Desk (9/33)




Training


Omnichannel

Zoho ManageEngine [Pleasanton, 1995]: ManageEngine is the Enterprise IT Management Software division ofZOHO. Product Applications manager provides APM solutions and monitors the health and availability of servers,virtualization and application instances. Solution is available as on-premise as well as SaaS based solution withfocus on support to .NET and ruby based technology. Features include low cost, multiple integrattion option,intuitive UIs and strong support systems globally. Provides IT Asset management, Help Desk, Networkmanagement solutions, IT Security and more. It's customer service software provides features for ticketmanagement, workflow, service management and reports for helpdesk. Caters to SMBs as well as largeenterprises. Has 100000 customer and over 20 products for IT Management.

Omnichannel

Sugester [Warsaw, 2009]: Sugester is a cloud helpdesk, time and task management solution providing internaland external communication with customers. With features such as shared team inbox, multiple agent supportand advanced reporting, the Sugester dashboard helps in managing customer support and other companyactivities. It provides tools to collect feedback from website and curated knowledgebase for self service.Provides 30 day free trial.

Omnichannel

LiveAgent [Valley Cottage, 2007]: LiveAgent is a web-based live chat and helpdesk software. It covers all supportchannels: Email, Live Chat, Call Center, Contact forms, Feedback Forms, Knowledge Base, Social networks(Twitterand Facebook) and integrates them into one environment. LiveAgent is helping companies like Lexmark, Huawei,SolidTrustPay, UPC and 5000 more to provide exceptional customer support in all possible ways.

Omnichannel

UseResponse [Minsk, 2012]: UseResponse is a customer feedback software, help desk, knowledge base andSocial CRM that helps gather feedback and provide support to customers. It collects feedback from onlinecommunity and solves queries through helpdesk and knowledgebase. Provides skill based routing in ticketingsolutions. Also provides live chat widgets on site for customer support and sales.

http://www.manageengine.com/

http://www.sugester.com/

http://www.ladesk.com/

http://www.useresponse.com/


Help Desk (10/33)




Training


Omnichannel

Nembodesk [Canberra, 2013]: Nembodesk offers multichannel support helpdesk ticketing solutions acrossemail, social, live chat, call, on site channels. It captures customer interactions in a record and offers creation andmanagement of tickets with defined ticket lifecycle. It offers customizable self service portal to businesses forcustomized business rules. Offers self service and knowledgebase for better engagement. Offers a 30 day freetrial period.

Omnichannel

getReply [New York City, 2013]: Getreply offers ticketing based helpdesk platform which helps to providecustomer support through voice, email, chat, contact forms, social channels, knowledgebase with built inanalytics to optimize services. It is one place where support reps can work in collaboration with internalmessaging, ticket trackings. It is integrated with 3rd party apps such as Drupal, AWeber, Facebook, Getresponseand Artinic.

Omnichannel

Sirportly [Bournemouth, 2012]: Sirportly offers a heldesk platform for unifying tickets in one place from socialchannels, text, web, livechat, mobile with automated workflow features for message management. Withreporting tools like response time and ticket volume and analytics built in, services are optimized for improvedcustomer experience. It helps to provide selfservice with knowledgebases and FAQ's. It is integrated with 3rdparty apps like WHMCS, Wordpress.

Omnichannel

Cayzu Helpdesk [Amherstburg, 2013]: Cayzu is a cloud-based helpdesk software solution designed to managecustomer service for small and medium sized businesses through website, email, social networks. Cayzu featuresinclude ticket management, Facebook & Twitter integration, mobile apps, real-time reporting, and instantnotifications; manage multiple brands from a single portal. With real time analytics built in, it helps to track keysupport metrics. It is integrated with 3rd party apps such as Salesforce, Zoho CRM, Facebook, Twitter.

Omnichannel

Zoho [Pleasanton, 1996]: Zoho offers a suite of business, collaboration & productivity applications in afreemium model. Offers a suite of 25+ apps for CRM, helpdesk, email hosting, project management, accounting,app creator among others. Software development, sales and support operations are in Chennai, India. A self-funded company, Won the 2012 CRM Magazine Market Leader Award and the 2012 Sleeter 'AwesomeApplication' Award.

http://www.nembodesk.com/

http://www.getreply.com/

http://www.sirportly.com/

http://www.cayzu.com/

http://www.zoho.com/


Help Desk (11/33)




Training


E-Mail

Helpscout [Boston, 2011]: Helpscout offers a helpdesk for E-Mail customer support services through ticketingsystem for small and medium businesses. With built in analytics, integrated knowledge base, 50+ integrationsand a robust API it helps to optimize services. It is also integrated with live chat and around 50 voicemail services.Offers a unified pricing model of 15 $/month. Some of its customers include KissMetrics, Buffer, GrubHub,Angellist and Timbuk.

$6.8MFoundry Group, CommonAngels,

Techstars, Zelkova Ventures

E-Mail

Help Scout [Boston, 2011]: Email support software that acts as a helpdesk for SMB's. Also provides integratedknowledgebase, featuring reporting tools, API, 50+ integrations. Currently used by more than 3500 business inmore than 60 countries. Offers a 14 day free trial period and $15/user/month after that. It is a 2011 graduate ofthe Techstars Boston startup accelerator program. Angels include Walt Winshall, Tony Chen Steve Reaser,George Mabry, George Mabry, Jason Henrichs, Jay Meattle, Michael Mark, Mike Dornbrook, Brian Balfour, ChrisSheehan, David Cancel, Dharmesh Shah

$6.44MZelkova Ventures, Techstars, Foundry

Group, CommonAngels

E-Mail

Influx [Collingwood, 2013]: Influx offers a platform for online businesses to provide E-mail based customersupport services for small and medium businesses. It offers its services for a flat rate of 199$ per month. Itprovides weekly reports, detailed stats and powerful data on customer trends and feedback, It integrated withpopular helpdesks such as zendesk, Freshdesk, Helpscout, Desk, Groove.

$250k

E-Mail

SupportBee [Bangalore, 2010]: SupportBee is a hosted and managed on the cloud helpdesk software, targetedfor small and medium businesses. The software assists the user primarily in delivering email support to theircustomers. Email management, Email ticketing system, email importing, reports on various metrics as neededare few of the features offered.

$40k Start-Up Chile

E-Mail

Scopedesk [London, 2013]: Formerly known as helpdeskSaaS, Scopedesk provides web based customer supportsystem without dedicated IT resources. Features include real time reporting, mobile helpdesk.

http://www.helpscout.com/

http://www.helpscout.net/

http://www.influx.com/

http://www.supportbee.com/

http://www.scopedesk.com/


Help Desk (12/33)




Training


E-Mail

Re:Desk [Scottsdale, 2013]: Email based helpdesk ticketing software. Team can specify team based routing.interface includes a flexible search for quick finding any information you need. Provides API for integration withecommerce engines.

E-Mail

C-Desk [Mumbai, 2013]: Provides tool for the organization to manage all service requests, from IT departmentto any other department in the organization. Supports centralized management as well as decentralizedmanagement of services. Helps to create custom forms.

E-Mail

Netfeedback [Nuneaton, 2014]: Helps to collect feedback from customers upon purchase via email, API.Provides a code if placed on checkout page, or through uploading CSV file, netfeedback will email customers forthe feedback. Businesses get instant notification on email or on mobile(text message), and can engage withcustomers through its dashboard.

E-Mail

Tender Support [Portland, 2010]: Customer support service with community, email and knowledge basefeatures. With custom reporting and canned responses, it helps deliver customer support

E-Mail

h2desk [Miami, 2010]: H2Desk is web based help desk app. Automatically imports and convert emails intotickets and collaborate with other staff members. Provides knowledge base articles, tutorials, and othermaterials using the built-in rich text editor. Create multi-media tutorials using images, PDFs, and even embeddedvideo. Also provides a web based live chat software.

http://www.re-desk.com/

http://www.cdesk.in/

http://www.netfeedback.com/

http://www.tenderapp.com/

http://www.h2desk.com/


Help Desk (13/33)




Training


E-Mail

SimpleDesk Co [Pune, 2015]: Working on a helpdesk software for enterprises to improve customer experienceand respond their queries. Yet to be launched as of November, 2015.

E-Mail

Hilfedesk [Chennai, 2014]: Hilfedesk is a cloud based customer support and task management software. Productof CloudNow Technologies. It is still under development as of July, 2015.

E-Mail

Budget Support Software [Chennai, 2012]: Offers customer support software for enterprises. Features includeemail to ticker creation, customer support portal, predefined replies, customized email notifications for supportstaff for various customer tickets. Product of Celexsa Technology.

E-Mail

Busibud [Chandigarh, 2013]: BusiBud is a cloud based helpdesk solution. Offers ticket management system,analytics and business process intelligence. Provides for automatic ticket assignment, automatic reply andmultiple ticket tags. Other features include process mapping, A/B testing with analytics on ticket volumes andresolution time.

E-Mail

Keeping [Geneva, 2013]: Keeping provides customer support tools that integrated into mailbox like Gmail. Teammembers can collaborate and assign email to coworkers. All support emails are organised in a new section ofmailbox and are separated from regular emails. Provides canned reponses and multiple support mailboxes withreponse metrics for better support.

http://www.simpledesk.co/

http://www.hilfedesk.com/

http://www.budgetsupportsoftware.com/

http://www.busibud.com/

http://www.keeping.com/


Help Desk (14/33)




Training


E-Mail

UserEcho [Buffalo Grove, 2009]: UserEcho solution provides feedback community forums, support tickets,knowledge base and live chat for developing a modern Community to support customers in a few minutes. Itincludes support forum with the possibility of voting for ideas and helpdesk. Supports integration with Googleanalytics, Hipchat, Slack, Wordpress.

E-Mail

Helpmonks [California, 2013]: Helpmonks provides email management software both cloud based or onpremises for customer support, sales, marketing with internal collaboration to manage customer inquiries. Itsupports integration with existing email mailboxes and service and CRM providers like Zendesk, Hipchat, Trello,Jira.

E-Mail

Gleehq [New York City, 2015]: Gleehq online helpdesk software provides ticketing solutions for managingcustomer inquiries coming over E-mail for small and medium businesses. Provides automatic ticket generation,addition of multiple mailboxes in one support mail. It is in public beta phase now. It is charging $5 peragent/month in beta phase with planned $15 per agent after beta stage.

E-Mail

SupportYard [Novi Sad, 2014]: SupportYard is a customer support tool that converts email requests into ticketsin a unified place. Agents can assign those tickets to specific members of a team. Customers receive responsesvia email. Custom auto-responder messages enables businesses to notify customers immediately when theirrequests have been received. It is in beta stage as of now.

E-Mail

BeSnappy [New York City, 2012]: Besnappy provides Email ticketing, self service and reporting tools forcustomer support to enterprises. Analyzes customer support with real time reports. Supports integration with3rd party apps such as Github, Mailchimp, Jira, Github. Charges $15 per user/month. Offers 30 day free trialperiod.

http://www.userecho.com/

http://www.helpmonks.com/

http://www.gleehq.com/

http://www.supportyard.com/

http://www.besnappy.com/


Help Desk (15/33)




Training


E-Mail

Enchant [London, 2015]: Enchant offers helpdesk solutions for online businesses. It provides a unified emailsupport which is invisible to consumers( no display of ticket numbers) without requiring login. With collaborationacross teams and skill based routing tickets are skilfully managed. Real time customer profiles are built indatabase to help support reps. With real time analytics built in it tracks KPIs such as new and closed tickets,Hours on first reply, closed on first reply. It is well integrated with 3rd party apps such as Shopify, Campfire,Capsule, Google Apps, HipChat.

E-Mail

SherpaDesk [Atlanta, 2012]: Sherpadesk is a cloud hosted customer support solution for small to medium sizebusiness to track client issues, calculate time and expenses of their customers and manage their assets. Thebusiness runs on a freemium based model. It is integrated with 3rd party apps such as Office365, Freshbooks,Google apps, Intuit.

Social

HootSuite [Vancouver, 2008]: HootSuite is a social media management system for businesses and organizationsto collaboratively launch and manage campaigns across multiple social networks from one SaaS dashboard. Froma help desk, support center, or social community, It helps brands identify customer issues, resolve problemseffectively, and create advocates. Used by more than 9 million customers, it crossed 1000 enterprise customersin Oct 2013. Also has a social media education offering, the HootSuite University program which surpassed 7,000certified professionals in 2013. Featured customers include PepsiCo, McDonald's, Virgin, WWF, Lamborghini,NHL, Starbucks.

$225M

Fidelity Investments, OMERS Ventures, Insight Venture Partners, Accel Partners, Blumberg Capital,

Hearst Ventures, Millennium Technology Value Partners

Social

Sprout Social [Chicago, 2010]: Sprout Social provides social media engagement, publishing and analytical toolsfor enterprises to manage social media marketing. The social media management platform includes monitoring& engagement tools, a smart inbox for combining social feeds from multiple platforms, and teamcollaboration tools. ViralPost tool suggests the optimal time to deliver content based on audience usage andengagement patterns and content velocity. Provides integration with SalesForce, Zendesk and UserVoice forCRM and helpdesk features. It has more than 14,000 customers and the platform manages more than 6 millionsocial interactions per day. Monthly pricing model. The customers include Nokia, Spotify, Yammer and Yahoo.Backed by NEA and Lightbank.

$61MLightbank, New Enterprise Associates,

NEA, Goldman Sachs

http://www.enchant.com/

http://www.sherpadesk.com/

http://www.hootsuite.com/

http://www.sproutsocial.com/


Help Desk (16/33)




Training


Social

Falcon Social [Copenhagen, 2010]: Falcon Social offers a unified SaaS platform for social media listening,engaging, publishing, measuring and management. Allows users to monitor online media, brand pages andpopular social networks with its full fire hose access from Twitter and WordPress. Partnered with Gnip and otherAPI aggregators to monitor 4.8 million sources and provides a sentiment indicator with 7 supported languages.Enables users to assign tasks to team members and create custom templates. Offers a content editor with ascheduling calender and content management tool in addition to a Facebook app builder, with drag and dropfunctionality. Provides social media analytics and an Employee advocacy app called Inspire. Closed 2014 byreporting 443 percent revenue growth and 130 percent customer growth. Customers include Jaguar, Carlsberg,Pandora, Toyota, IWC Watches, SIGG, Redken, Warner Music, Coca-Cola.

$25.33MNorthcap, Target Partners, Prime

Ventures

Social

Conversocial [New York City, 2009]: Conversocial helps businesses to efficiently and securely managing theflow of customer enquiries and discussions on social media channels such as Facebook, Twitter, Google+,Instagram and Youtube. With built in analytics it provides insights on customer trends, and comprehensiveAPI’s which can be integrated into CRM and contact center technologies, giving a single platform for customerservice. Conversocial is sold as a service, on a license basis, with pricing based on how many customer serviceagents they have. Also provides peer-to-peer platform CROWDS enabling conversations between socialcustomers, contact center agents and Crowd Experts to achieve a unified service resolution. Some of itscustomer include TESCO, Google, Hertz, Hyatt, Volkswagen and Barclaycard.

$22.85MOctopus, DFJ Esprit, Dawn Capital,

Draper Esprit

Social

Sparkcentral [San Francisco, 2011]: Formerly known as TwitSpark, Sparkcentral customer engagement platformoffers a social customer service platform enabling enterprises to handle customer interactions over social media.It provides a unified approach for engaging customers through any social channel with real time customersegmentation and proactive customer engagement to engage customers across any channel. It is well integratedwith 3rd party softwares. Some of its clients include Uber, Lyft, Dropbox, Emirates.

$17.63MThe Social+Capital Partnership, LRM, Founders Fund, Graph Ventures, Split

Rock Partners

Social

Engagor [Reston, 2011]: Engagor helps companies engage with customers on social media channels. Monitorsvarious sources from blogs, newsites, reviews with analytics built in for marketers and customer careorganizations at fortune 500 companies. It allows brands to efficiently manage their customer engagement withan entire team. Works with leading brands worldwide like Microsoft, Ikea, Alpro, T-Mobile, Volvo, the EuropeanParliament and Carlsberg. Got acquired by clarabridge in May'15.

$2.6M Hummingbird Ventures

http://www.falconsocial.com/

http://www.conversocial.com/

http://www.sparkcentral.com/

http://www.engagor.com/


Help Desk (17/33)




Training


Social

Respondly [Palo Alto, 2013]: Respondly provides businesses team inbox for tracking conversations happening ontwitter and mails for its clients. It turns tweets into threaded conversations, with email like user experience.Additionally, tweets from other people related to the conversation are bought into view, giving the contextneeded. It supports integration with Slack.

$1.78M Marc Bell, Galvanize, WINFUNDING

Social

Sentiment [Farnborough, 2006]: Sentiment is a SaaS platform that allows contact centres to deploy social mediaas a channel. Its platform enables companies to effectively incorporate social as a business channel, giving theminsight into customers social activity and a way of engaging with them directly. The platform can be used acrosscustomer life cycle, from acquisition to retention as well as providing intelligence on customer sentiment onproducts and services. Has over 200 customers including Alitalia, Deutsche Bank, The Environment Agency, PRNewswire and Peer 1 Hosting

$1.5M Elderstreet Investments

Social

Brand Embassy [London, 2011]: Brand Embassy, a social customer relationship management platform unifies allinquiries coming from social, email , discussions and other channel. With real time collaboration, streamlinedworkflow, knowledgebase and real time insights it helps customer inquiries coming from multi-channels. It is wellintegrated with 3rd party service providers such as Salesforce, Cisco and Microsoft dynamics. Some of itscustomers include GE Money, Philips, Samsung, Vodafone. It won Red Herring Europe award 2013. AcquiredBeepI in 2012.

$1M Jakub Havrlant

Social

Thoughtbuzz [Singapore, 2009]: Social media listening and analytics platform for organizations. Provides aunified view of all social activities on a dashboard to engage with customers. Makes a unified view of customerfrom social channels and helps in discovering insights around the interactions from various social sites likeLinkedin, Facebook, Youtube, Pin interest.

$0.39M SPH Plug and Play

Social

SoCoCare [San Diego, 2009]: Part of Hyfiniti, Cloud based social engagement and mobile customer caresolutions. Combines social channels with the ability to reply and direct-message authors all on one unifiedplatform, and mobile customer Care, which adds real-time customer service technology to existing mobileapplications. Includes skills based routing, mobile messaging and chat, sentiment feedback, and voice of thecustomer(VOC) features. Both products offer natural language processing and sentiment analysis capabilities aswell. Acquired by Five9 in Oct'2013 for an undisclosed amount.

EvoNexus

http://www.respond.ly/

http://www.sentimentmetrics.com/

http://www.brandembassy.com/

http://www.thoughtbuzz.com/

http://www.sococare.com/


Help Desk (18/33)




Training


Social

Zeetl [Vancouver, 2013]: It brings voice interactions in social media conversations by combining social customersupport and call. It allows users to quickly send a link to a recipient via social media. Once clicked, the linkenables the recipient to call a support phone number either by phone, browser(VOIP) or Skypecall.

Growlab Ventures

Social

Airwoot [Delhi, 2012]: Airwoot helps brands provide customer support on social media. The product enablesbusinesses to engage with their customers in real-time and deliver customer support on social media. Airwoothas developed a proprietary semantic engine which uses sophisticated natural language processing (NLP) andmachine learning techniques to funnel actionable conversations from social media in real-time. Airwoot is aproduct of Gurgaon-based SaaS startup Memetic Labs Technologies Pvt. Ltd. Incubated at the Morpheus. Raisedan undisclosed amount in seed round from KAE capital and angel investors including Rajan Anandan, SashaMirchandani, Sunil Kalra and Samir Sood in August 2013.

Kae Capital

Social

Digital Roots [Northville, 2009]: Digital Roots provides a platform to enterprises for Engaging with customersand extracting customer insights from Social Media.Digital Roots provides 2 products ENGAGE andINSIGHTS.ENGAGE, leverages a proprietary data analysis engine that can process information in real-timethrough Natural Language Processing and Machine Learning for Marketing Support, Customer Assistance, andFollowup.INSIGHTS is a platform to quantify Customer Feedback in real time along with historical analysis on keytopics and conversations to measure how brand influence changes over time across social media and otherinformation sources

Social

Modern [San Francisco, 2012]: Modern allows marketers to listen and monitor comments, messages andhashtags across social media about the brand and instantly reply to customers on Facebook, Instagram andTwitter. Creates detiled profiles for each customer with behavioral, transactional and demographic data andsegments them. Also enables brands to set pre programmed messages to certain keywords.

http://www.zeetl.com/

http://www.airwoot.com/

http://www.digitalroots.com/

http://www.modernapp.co/


Help Desk (19/33)




Training


Social

Coosto [Eindhoven, 2010]: Solutions for managing social media monitoring, engagement and publishing forsupport, PR and marketing teams. Support teams can respond to customers on different social media platformsfrom a single place with performance dashboards for evaluation. Features include real time monitoring, alertsand reporting with automatic sentiment analysis. Customers include the likes of Microsoft, Samsung, T-Mobile.

Social

SoDash [Edinburgh, 2010]: Social customer service platform that collects all social media conversations, tagincoming conversations based on topic, sentiment, filter out the necessary customer service issues, replies tocustomers through its platform(some part is automated). Tracks customer metrics - CSAT, NPS, CES etc.

Social

Pisano [Istanbul, 2014]: Mobile centric real time customer engagement solutions for hospitality, restaurants,events, restaurants, retail and baking verticals. Collects feedback and customer reviews from social media andbusinesses can talk to customers directly from the platform.

Social

One Direct [Bangalore, 2015]: OneDirect (a product of Helpchat) is a customer support software for enterprises.Features include "OneDirect Crawler" which allows enterprises to track and process data from 1000+ socialmedia mentions, enterprise can aggregate multi channel feedback, define workflows, take necessary action forpositive/negative mentions and reach out to potential customers and online reputation benchmarking(algobased). Customers include Micromax, Aircel, MTS, Snapdeal, Dominoes among others. Planning to expand toother geographies as of September, 2015.

Social

Hyfiniti [San Diego, 2009]: It’s the holding company of three brands Sococare, social engagement and analytics;Hold-Free Networks, virtual queuing and callback solutions, InAppCare, mobile care platform for customer careusing enterprise’s existing smartphone app to do sentiment feedback, mobile customer care. Has Offices inAtlanta and Madrid, Headquartered in San Diego.

http://www.coosto.com/

http://www.sodash.com/

http://www.pisano.co/

http://www.onedirect.in/

http://www.hyfiniti.com/


Help Desk (20/33)




Training


Social

SocialOptimizr [San Francisco, 2009]: Product of Solariat, social optimizr manage social media interactions anddetermine which require customer service agent's interaction. Uses proprietary filtering technology that not onlydetermines which messages are more urgent, but also learns over time, improving its filters and applying smarttags on posts or tweets through ML algorithms and NLP, report missed conversations.

Social

Solariat [New York City, 2009]: Social Media customer care and analytics platform provider. Its main solution -social optimizr manage social media interactions and determine which require customer service agent'sinteraction. Uses proprietary filtering technology that not only determines which messages are more urgent, butalso learns over time, improving its filters and applying smart tags on posts or tweets through ML algorithms andNLP, report missed conversations. Operates as a subsidiary of Genesys Telecommunications as of March'14.

Social

Sendible [London, 2008]: Sendible is a social media marketing platform that allows individuals, agencies andsmall businesses to engage with their customers across multiple channels at any time. Sendible allows users totrack results and measure their efforts with powerful social media analytics and monitoring tools. Usingsentiment analysis it analyses the social conversation and highlights issues to agents,

Social

SocialCee [Hamar, 2012]: SocialCee provide solutions to engage social media audience and manage and measureactivity across all accounts. Its cloud based tool provide total control over activities on social channels andgathered in one portal. Dashboard enables a full overview of the social media status and enablescommunication, marketing and customer service departments to collaborate. Using its APIs, it can be connectedwith existing CRM and call center systems.

Social

HelpSocial [San Antonio, 2014]: Helpsocial provides social customer service platform helping businessesmonitoring social networks. It combines social activities with related internal customer information to reduceresponse times, resolve issues faster and prevent customer churn. It also provides an open API for scaling theplatform across the organization for syncing contact centers and existing tools like Zendesk, Salesforce.

http://www.socialoptimizr.com/

http://www.solariat.com/

http://www.sendible.com/

http://www.socialcee.com/

http://www.helpsocial.com/


Help Desk (21/33)




Training


Social

Nudge App [London, 2014]: Nudge is a tool for community managers and customer service teams for betterengaging customers on twitter. Businesses can keep track of conversations and follow up on them and can solvecustomer queries. With interactions history , service reps can provide better support on twitter. Offers a 14 dayfree trial period.

Social

BrandOwner [Chicago, 2013]: Brandowner integrates businesses's social networks for feedback and supporttools in one platform to engage with customers. It helps in businesses to engage and support their clients. Itutilizes filters, sentiment analysis and intelligent notifications and responds to its client needs while updatingmultiple social networks and blogs.

Social

Social Dynamx [Austin, 2011]: Social Dynamx offers social customer care platform designed for large enterprisesand customer contact centers to identify, prioritize and manage one-to-one social conversations in real-time.Through automated prioritization, enterprise-grade workflow, and role-specific user interfaces, It enable brandsto redefine their relationship with their customers through all social media channels, blogs and peer-to-peercommunities. Some of its customers include Time Warner Cable, Dish Network, Convio.

On-Site

Dropifi [Mountain View, 2011]: Dropifi helps SMBs to generate leads, effectively engage site visitors and gainvaluable business insights. For customers to engage the only required fields are email and message field. Theproprietary low-cost rule-based engine reveals the sentiments, social profiles and demographic data of incomingleads, allowing businesses to prioritize on leads. Also provides intuitive team collaboration inbox to manage andvisualize the leads easily.

$100kStartups, Meltwater Foundation

(MEST)

On-Site

HelpDeskZ [Lima, 2014]: Web based support ticketing system which is free(PHP) based. Features includecategorization of tickets, knowledgebase modules. Provides both hosted and on-premise version of helpdesksoftware.

http://www.getnudge.co/

http://www.brandowner.co/

http://www.socialdynamx.com/

http://www.dropifi.com/

http://www.helpdeskz.com/


Help Desk (22/33)




Training


On-Site

CustomerPath [Paris, 2015]: CustomerPath allows you to automatically categorize your client requests and routethem to the relevant service and right communication channel. Incoming requests are automatically analysedand classified in pre-defined categories, in real time

On-Site

HappyFoxChat [Irvine, 2012]: Offers a live chat plugin for website owners to integrate in their websites. Websiteowners can manage multiple chats using a single window and get metrics on each chat (waiting time, responsetime, chat duration and messages). Currently being offered in five plans priced accordingly.

On-Site

OnBoardify [San Francisco, 2014]: Platform for personalized communication as SaaS solution for marketing,sales, support and product teams. Supports integration with Zendesk, Salesforce, Box, Skype, Dropbox. It helps inproviding customer experience from onboarding to retaining customers all proactively.

On-Site

UserDeck [Oklahoma City, 2014]: Userdeck provides ticketing software that manage inquiries over e-mail andembedded widgets on website. Team members can collaborate for better handling of tickets. It also providescustomized knowledgebase to businesses which provides selfservice to customers looking for help online.

Instant Messengers

Ongair [Nairobi, 2014]: Ongair provides messaging solutions through IM platforms like Whatsapp for customerservice and support. It helps businessese communicate with customers with Whatsapp IM application. Recentlyit integrated its services with Zendesk and Cloudhop. Analyze keywords and provides reports for insights incustomer interactions.

$525k NEST

http://www.customerpath.co/

http://www.happyfoxchat.com/

http://www.onboardify.com/

http://www.userdeck.com/

http://www.ongair.im/


Help Desk (23/33)




Training


Instant Messengers

ManyChat [Auckland, 2015]: Unifies all the messaging API's(Facebook Messenger, Whatsapp,Viber, Telegram)into one interface and allow companies to support customer queries through these instant messengers.

$120K 500 Startups

Instant Messengers

Twyla [Frankfurt, 2015]: Offers customer support through existing helpdesk and live chat software byintegrating Whatsapp, Facebook messenger and Telegram into existing softwares. Claims to be working on AI onautomating the resolution of queries.

Instant Messengers

ONLchat [Lanark, 2015]: Helps businesses support customers through Whatsapp. Web based dashboard toagents to support inquiries. Provides a open source API for CRM integration. Supports upto 3 whatsapp no.s andoffers trial period of 3 days with $19/month after that.

Instant Messengers

WhatsHelp [Bryansk, 2015]: Whatshelp helps business to communicate with customer through instantmessengers like Whatsapp, Facebook, Viber, Telegram for sales and support. Provides a web based dashboardfor agents for managing marketing and support.

Instant Messengers

InCare [Bishkek, 2015]: Help desk designed for contact centers to support customers through Instantmessengers - Whatsapp, Facebook, Telegram. Provides secure communication using 2048-bit SSL certificates.Pricing - $39 per month.

http://www.manychat.com/

http://www.twylahelps.com/

http://www.onlchat.net/

http://www.whatshelp.io/

http://www.incare.center/


Help Desk (24/33)




Training


Instant Messengers

orat.io [Vienna, 2015]: Real-time B2C communication through mobile messengers including Facebook,Telegram, Whatsapp with integrated ticketing system. Provides a unified inbox for customer support agents.Businesses can send multimedia messages and keep customers updated about open tickets.

Instant Messengers

Managr [Delhi, 2015]: Managr allows businesses to engage with customers via two way text messaging onwhatsapp for for customer orders, queries, feedback & sales support with one number for SMB's.

Instant Messengers

Wazapper [Noida, 2015]: Wazapper is a customer support helpdesk for businesses. Provides a platform whereuser can add subscribers, initiate chat, assign agents for chats and broadcast messages;offers. Other featuresinclude canned responses, group messages, assigning multiple agents & chat management. It is supportedon all platforms & even keeps the track in the form of chat history, system history & agent reports.

Instant Messengers

Letsclap [Antwerp, 2015]: Real time conversations with customers on Facebook Messages, Facebook Messengerfor Business and Whatsapp. Businesses can create teams and manage conversations and customer informationfrom one-single overview. Assign and share conversations in teams

Instant Messengers

clusterscloud [Tel Aviv, 2015]: It enables businesses to provide real time customer support through instantmessaging apps such as Facebook, Whatsapp, Line, wechat from a web based platform. Supports integrationwith CRM and IVR systems. Agents can optimize with the help of charts and stats on agents activities and chatconversations.

http://www.orat.io/

http://www.managr.in/

http://www.wazapper.com/

http://www.letsclap.io/

http://www.clusterscloud.com/


Help Desk (25/33)




Training


Instant Messengers

Wasify [Lleida, 2014]: Wasify helps agents to track and provide support to customers from web based Whatsappfor both B2B and B2C . Customer support reps can provide personalized support to customers with chatsearches, analytics dashboard features.

Instant Messengers

Grata [Beijing, 2012]: Grata provides customer service and support with Wechat official accounts and websiteplugins. Agents can use grata to route, manage, and transfer conversations to team members on desktop, tabletand mobile. Businesses can manage content with drag and drop from knowledgebanks and can engage betterwith built in CRM and real time monitoring.

Marketplace

Directly [Palo Alto, 2011]: Directly, an on-demand customer service app helps companies in building a networkconnecting customers with skilled experts. It routes helpdesk tickets and community questions to crowdsourcedexperts. Its helpdesk apps identify tickets and questions with skill based filtering and routes to a network ofexperts using skill based and reputation routing with performance rewards for services offered. Withbenchmarking experts can be measured against client’s support team. It is one of the entrepreneur Magazine’sBrilliant 100 companies.

$11.75MTrue Ventures, Costanoa Venture Capital, CrunchFund, Toba Capital

Marketplace

Varsity LLC [San Francisco, 2014]: Varsity works with companies to provide customer support with thoughtfulanalysis to help team get to the bottom of common issues. Team of support experts handles customers supportrequests by email, chat, social media and phone. Offers 3 pricing models of $500, $1000 and $2500 per monthfor 100, 250 and 500 queries handling respectively.

Agents Productivity

Synap Software Labs [Chicago, 2015]: Synap automatically organizes your customer communication at everystage in the relationship, creating a single coherent story and data stream that allows for quick learning,advanced analytics, and delightfully easy collaboration -- both for organization's employees and customers.Angels include Devin Mathews, Chris Hill. In private beta as of Oct'15.

$2M Baird Capital

http://www.wasify.com/

http://www.grata.co/

http://www.directly.com/

http://www.varsityhq.co/

http://www.getsynap.com/


Help Desk (26/33)




Training


Agents Productivity

Gorgias [Paris, 2015]: It automatically suggests how to solve support request. Agents simply need to approve thesuggestion to solve a case. It does this by combining machine learning and integrations with the tools thecompany already uses - Salesforce, Paypal, Gmail, Outlook, Facebook, Linkedin, Zendesk, Freshdesk etc. It learnshow to suggest macros automatically based on previous tickets. It connects to helpdesk via its API. Has itschrome extension. Techstars incubated.

$1.5MCharles River VC, Amplify Partners,

kima ventures

Agents Productivity

Hiver [Bangalore, 2011]: Hiver turns email inbox into a collaboration tool to help support, sales, projectmanagement, recruitment and operations teams collaborate efficiently from their inbox. Offers "Shared Labels"in Gmail to share useful emails and attachments, assign tasks, and track status on support and sales queries.Shared Email Archive to which a team can add email conversations which can also integrate with Gmail Labels toautomate archival and sharing of important emails. It is integrated with Google Apps, and is available on theGoogle Apps marketplace. It was previously called GrexIt.

The Morpheus, Citrix Startup Accelerator

Agents Productivity

replygo [Darmstadt, 2013]: Product of consetto, Replygo learns from past questions and interactions throughintegration with Outlook, Zendesk, OTRS. Based on its learning, it suggests the best answer for new queries.

Agents Productivity

Gnatta [Bolton, 2014]: It pulls all communications about a company - social media conversations, online reviewsin a one interface allowing companies to engage with customers and handle customer issues. It allows crossplatform communications, collaborative workflow with quality management, brand analytics and real timestatistics

Agents Productivity

Komiko Limited [Redmond, 2014]: It converts email, SMS, IM interactions into cases for customer support andcollaboration between team members. It indexes every email and cases for faster search. It provides a 360degree view of customer from past interactions. Helps in managing supply chain communication andcollaboration. Uses data science services from previous interactions and cases to provide assisting documentsand agents on new cases.

http://www.gorgias.io/

http://www.hiverhq.com/

http://www.replygo.com/

http://www.gnatta.com/

http://www.komiko.co/


Help Desk (27/33)




Training


Virtual Agents

wise.io [Berkeley, 2012]: Wise.io provides data-driven applications that use sophisticated machine learningtechnologies to generate accurate predictions for use in an array of business processes. The wise.io platformconnects to enterprise-scale data sources, extracts features from the data, trains and builds accurate predictionmodels using a highly scalable implementation of the Random Forest algorithm and publishes results via APIs foruse within any enterprise environment. Leads from the website can be scored using various public sources toprioritise leads for the sales teams. Wise.io applications can also be used for fraud detection, anomaly detectionfrom sensor data, customer service optimization, improved resource allocation.

$2.59MVoyager Capital, Citrix Startup

Accelerator

Virtual Agents

Kasisto, Inc. [Menlo Park, 2013]: Kasisto, Inc. is a spin off from SRI international which provides conversationalvirtual assistants for enterprise mobile applications using AI that help consumers complete complex tasks(usingvoice, text) though its SDK, which requires deep intelligence on account of live agents. Currently it is focusing onfinancial services vertical by working with top banks.

$2.25M

New York Angels, Two Sigma Ventures, Partnership for New York City, SRI International, HBS Alumni

Angels

Virtual Agents

Siwa [New York City, 2015]: Its product Zaria is an AI system that provides customer support via text, voice,video channels, email, social, IM's also generating FAQ's and distributing customer support traffic in real time.Through NLP and AI, it assist customers through virtual agents. Platform learn from each interactions completinga closed feedback loop.

Virtual Agents

Nama [Sao Paulo, 2014]: Have your own personal assistant connected with WhatsApp, Facebook, SMS, amongstothers. Using Nama platform individuals and companies can provide direct and personalized customer servicewith the help of Artificial Intelligence. The system automates conversations between brands/companies andcustomers, it also provides analytics and marketing tools for customer experience.

Virtual Agents

SecondEGO [Amsterdam, 2014]: Secondego helps businesses to create their own virtual agents using predefinedknowledge like wikipedia and personality modules for customer support and sales. Virtual agents can be trainedby adding patterns with questions and answers. Operates on a freemium model.

http://www.wise.io/

http://www.kasisto.com/

http://www.siwa.ai/

http://www.nama.is/

http://www.secondego.com/


Help Desk (28/33)




Training


Virtual Agents

Creative Virtual [London, 2003]: Creative Virtual Ltd designs and develops self-service, knowledgebasemanagement, natural language processing, and virtual assistants solutions to businesses. Its products include V-Person, a multi-channel customer experience management solution; V-Person Call Centre, a customer accessplatform; V-Person Mobile, a mobile platform; and V-Person Social Media a tool that integrates and scalessupport of social users. Customers are across banking, retail, financial services, hospitality, travel, education,telecommunication, government, and education industries like HSBC, Verizon, Autodesk, Lloyds Banking Groupand Tesco.

Mobile App Enablers

Helpshift [Pune, 2011]: Helpshift is a mobile help desk, providing customer service for mobile applications andenhancing customer satisfaction for mobile customers. Helpshift provides a native SDK that integrates withmobile apps to offer an “in app” customer experience. Its SaaS solution aims to be “the first embedded supportdesk for native apps,” allowing developers to capture device info from their users so that they can troubleshootproblems quicker and more effectively. As of June 2014, Helpshift has been installed on more than 150 milliondevices.

$13.2MTrue Ventures, Nexus Venture

Partners, Intel Capital, Visionnaire Ventures

Mobile App Enablers

Apptentive [Seattle, 2011]: Apptentive creates in-app feedback tools, enabling developers to easily engagecustomers for positive ratings, feedback and customer research. Introduced at WWDC in 2011. Basic integrationtakes less than 15 minutes and client-side SDKs are currently available for native apps on iOS, Android and MacOS X. Integrates with tools like Zendesk, Desk, Uservoice. Techstars Alum. Team from Microsoft, Yahoo! andApple. Customers include Urbanspoon, Glympse, Credit Sesame.

$6.5M

Google Ventures, Social Leverage, Golden Venture Partners, Founder's Co-op, Techstars, Alliance of Angels,

SurveyMonkey, Origin Ventures

Mobile App Enablers

Meiqia [Chengdu, 2014]: Meiqia is a cloud-based customer service tool for visitor engagement, feedback and forimproving visitor conversion rate. It provides a website widget and mobile applications SDK which customeragents can use to chat with customers and answer their queries. Claims to have 20,000+ clients

$5M Morningside Group

Mobile App Enablers

tuul [Santa Cruz, 2014]: Tull provider of workflow communication platform provides an instant message basedsolution helps to simplify B2C customer interactions. It helps consumers to aggregate all customer serviceinteractions through a single app. Enterprises can view and interact with customer inquiries through an onlinedashboard. It is also planning to integrate with Salesforce and Zendesk.

$1.7M Greycroft Partners, The Raine Group

http://www.creativevirtual.com/

http://www.helpshift.com/

http://www.apptentive.com/

http://www.meiqia.com/

http://www.tuul.com/


Help Desk (29/33)




Training


Mobile App Enablers

KnowFu [New York City, 2011]: Owned and operated by KnowFu, Inc., AskingPoint is a mobile app customerengagement solutions provider. It develops and supplies mobile application analytics and analytics-controlledwidgets for application developers. Enables users to collect feedback and ratings, increase downloads, retaincustomers and its dashboard, which enables users to monitor application sales and downloads, and adjust ratingsbooster settings in real-time.

$778k

Mobile App Enablers

NudgeSpot [Bangalore, 2014]: Provides a contextual email marketing platform that lets businesses triggeremails, SMS, push notifications or on-site messages to their customers, at the right time. Free upto 500 activerecipients, pricing starts at $19 per month for upto 2,000 active recipients. Also provides REST APIs so productmanagers can configure emails using an HTML editor. Started out as an eCommerce marketing suite to analyseand engage customers on-site. Customers include Ola, Zivame, Bluestone, Toppr.

$650k Kae Capital

Mobile App Enablers

HelpCrunch [Campbell, 2014]: Helpcrunch is an in app and web customer support and engagement platformwhich combines the functionality of CRM and live messenger for personalized interactions between customersand businesses. Gives a complete picture of app users with customer segments built in. Also supports integrationwith slack.

$500K

Mobile App Enablers

Konotor [Chennai, 2013]: Konotor is an interactive inbox as add-on for mobile apps. It enables a 2-waycommunication channel for businesses to engage with their mobile app users for marketing/promos, alerts, re-engagement, feedback, support, surveys, push notifications, transactions/event triggered messaging, etc.through in-app chat. Offers monthly packages starting at $59 for early stage startups, $599 for growth stagerequirements. Product of Demach. Part of Target Accelerator's first batch. Won QPrize 2014. Clients includeBigBasket.

$125k Qualcomm Ventures, Accel Partners

Mobile App Enablers

Conversity [Bangalore, 2015]: Conversity is a live chat service which can be embedded as a library / SDK withinthe mobile app. Provides for customizable UI, placing live chat buttons at multiple locations within the app andsound & visual notifications. Also provides for transferring of images, media and Integration with CRM.

http://www.askingpoint.com/

http://www.nudgespot.com/

http://www.helpcrunch.com/

http://www.konotor.com/

http://www.conversity.net/


Help Desk (30/33)




Training


Mobile App Enablers

Evayadesk [Bangalore, 2015]: Its product RockTik is an online ticketing system with easily integrable subscriberandroid app. Businesses can create, track, categorize, prioritize and resolve tickets anytime, anywhere. Otherfeatures include push messages and emails for ticket alerts, real time reports and scalable. Is offered as aweb/mobile SDK and priced according number of tickets used.

Mobile App Enablers

Smooch [Montreal East, 2015]: Spun out of Radialpoint, Smooch makes an SMS-based platform for companiesand customers to talk to one another. SDKs and interfaces that enable customer messaging inside apps andwebsites. Supports integration with Slack, Hipchat, Zendesk. Automatically send in-app messages to customersegments, exactly at the right time.

Mobile App Enablers

Custom3r [Delhi, 2015]: Custom3r is a Unified Customer Care app for customers to raise complaints for anyproduct or service listed on Custom3r with a ticket based complaint system. It is a personal dashboard to uploadand forget storing bills and receipts for customers. Provides options from hundreds of service centres fromvarious industries, brands and categories nearest to location. It acts as an intermediary between the customerand service provider providing thread style view of all communication in their complaint tickets.

Mobile App Enablers

Ask Parrot [Delhi, 2014]: Provides customer support software that lets companies support customers through amobile based approach to automate support responses. Has integrated chat windows, FAQs and inbuilt ticketingtools. Currently available for Android and iOS, and companies can use it inside their applications. Currently inbeta mode.

Mobile App Enablers

Appstark [Hyderabad, 2011]: Appstark helps mobile app developers communicate better with their app users. Itprovides a way for app users to talk to the developer directly inside the app and the developer can respond tothe users. These conversations are public to all users, so other users can also weigh-in with their opinions. Shutdown, founder is now working at Yatra.

http://www.evayadesk.com/

http://www.smooch.io/

http://www.custom3r.com/

http://www.askparrot.com/

http://www.appstark.com/


Help Desk (31/33)




Training


Mobile App Enablers

Chatkoo [Jakarta, 2015]: customer relationship management software with chat apps like WhatsApp, Line, BBM.It helps business owners reply to their customers from SMS and chat apps. The business owners can let theircustomers order their products via chat apps or SMS

Mobile App Enablers

APertain [Chennai, 2014]: A(P)ertain provides SDK with SaaS back-end services for mobile developers to managecustomer support. The SDK provides an analytics tool to get user behavioural patterns and acting on usersbehaviour. It provides features such as In-App feedback, app analytics, app support chatter.

Mobile App Enablers

Interakt [Gurgaon, 2013]: Interakt.co, product of Fizzy Software, offers a cloud-based customer engagementplatform that enables online businesses to engage their customers through tools like lead capture, automatedemails for customers, user session capture and profiling, visitor engagement through live chat and customerfeedback capabilities. The business owners can just install the javascript code onto their app and collect userbehavior on the platform and send personalised emails to the customers. Founder was product manager atZynga.

Mobile App Enablers

InAppCare [San Diego, 2009]: Inappcare, Hyfiniti company turns the enterprise's smartphone app into anintegrated channel for customer care. Delivered as a carrier grade cloud service, InAppCare's mobile capabilitiesinclude chat, callback, sentiment feedback, and secure messaging. The enterprise has the flexibility to decidewhich features to add to its existing app.

Mobile App Enablers

UserCare [Mountain View, 2015]: Mobile-focused customer service platform to help app publishers growcustomer lifetime value and improve retention. With its SDK, publishers can provide support using mobilemessaging and push notifications, enable customer self-service through FAQs and grant instant rewards througha web-based interface for agents and in app interface for customers. In private beta as of 15 Nov'15.

http://www.chatkoo.com/

http://www.apertain.com/

http://www.interakt.co/

http://www.inappcare.com/

http://www.usercare.com/


Help Desk (32/33)




Training


Mobile App Enablers

devcontact [Lahore, 2014]: Helpdesk software for mobile apps for solving app users complaints and queries withfeatures including one-to-one messaging, FAQ's, oush notifications, tutorials, how to guides and performanceanalytics. By integrating its SDK in mobile apps, businesses can start interacting with users.

Mobile App Enablers

SupportKit [Montreal, 2014]: Supportkit is a mobile SDK that integrated with iOS and android for enabling in appmessaging and push notifications for engaging with customers. Agents can send proactive push notificationsusing rules based algorithms. Messages from customers are delivered in email, CRM or slack channel tobusinesses.

Mobile App Enablers

SnapSolv [Cary, 2015]: It is a mobile iOS app for customers to connect to businesses and a multi device platformfor businesses to engage with customers. It is free for customers. Businesses can engage with customers withreal time personalized targeting, collect feedback and build a 360 degree view of each customer.

Mobile App Enablers

HelpStack [Chennai, 2015]: HelpStack, an open source based mobile app help desk. It aims to help the clientsinteract with their customers, and claims to provide in app customer support, helps in resolving bugs and getfeedback within the mobile apps. It also claims to be easily integrate with the helpdesk of client's choice.

Mobile App Enablers

Kable [Alcoy, 2013]: Android app for enterprise instant messaging services. The app helps people insidecompanies establish direct communication with customers. Enterprises can organize each department withintheir corporation to make communication easier with clients. The company is planning to release iOS version ofthe app and add new features like e-commerce support. Currently the app is in Beta phase as of Jan'16.

http://www.devcontact.com/

http://www.supportkit.io/

http://www.snapsolv.com/

http://www.helpstack.io/

http://www.kableapp.com/


Help Desk (33/33)




Training


Open Source

SpiceCSM [New York City, 2008]: SpiceCSM provides SaaS based open source solution to customer serviceorganizations. Deliveres a multi-tenant platform which allows customer service organizations to focus oncustomer service. The modular suite includes Ticketing system, Knowledge base, Telephony Platform, DecisionTree software, WFM, Billing, Reporting and Analytics. All portions of the suite can integrate with other third partyapplications such as CRM and Customer database through SpiceCSM's flexible API. Some of the integrationsinclude Salesforce, SAP, Zendesk, Oracle, Microsoft Dynamics, NetSuite, Zuora, LogMeIn etc.

$1M

Open Source

BRIMIR [Rotterdam, 2013]: Web based Open source helpdesk solution which support tickets from email. Rulescan be added to automatically assign tickets, notify other persons or add labels.

Open Source

osTicket [Louisiana, 2005]: Open source ticketing system. Routes queries from various channels to web basedpltform. Provides custom field, rich text HTML, knowledge management, ticket assigning and agent collision,internal notes features alongwith reports on dashboards for visualization.

Open Source

Faveo Helpdesk [Bangalore, 2015]: Product of Ladybird Web Solution Pvt Ltd, Faveo Helpdesk is a web basedhelpdesk ticketing system with integrated multichannel live chat and knowledgebase software. integrated withdifferent platforms such as the Reseller Club, Envato, Exotel, Woo Commerce, Mcube and MSG91. Offers 30 dayfree trial period.

Open Source

DiamanteDesk [Kyiv, 2015]: DiamanteDesk is an free open source support ticketing system and customerservice solution that meets unique business requirements for eCommerce. It allows easy customizations tomeet unique business needs. It also acts as ticket storage. Takes customer requests from all channels such ase-mail, SMS, call, social, websites. Supports integration with CRM systems such as Salesforce, Sugar CRM.

http://www.spicecsm.com/

http://www.getbrimir.com/

http://www.osticket.com/

http://www.faveohelpdesk.com/

http://www.diamantedesk.com/


Self Service (1/19)




Training


B2X Care Solutions [Munich, 2008]: B2X provides customer care solutions for electronic devices tomanufacturers, insurance providers, mobile network operators and retailers globally. It manages backendrepairs, parts and logistics services and provide frontend consumer facing services, offering an end-to-endsolution for manufacturers, insurance providers, Mobile Network Operators and Retailers for electronic devices.Provides customers with answers to most frequently asked questions, how-to video tutorials along with real-time chat with highly trained customer support agents. Acquired Service Solutions in Oct'14.

$15MEarlybird Venture Capital, Grazia

MCW, EarlyBird - Food, Art, Music Delivered

AnswerDash [Seattle, 2012]: AnswerDash previously known as Qazzow Inc , provides point-and-click contextualquestion-and-answer technology to improve the online customer experience on websites and web applications.Enables companies to deliver instant contextual answers to their customers right where they need them, withouttyping or switching pages, whether on desktop or mobile platforms. It uses page's DOM to make a clickablehotspot for every element in real time by including a line of javascript on each page. Metadata, contextualinformation, and previous questions are employed to provide a context for relating questions to image or videobased hotspots.

$5.8MVoyager Capital, WRF Capital, Summit

Capital, The W Fund

Knowledgebase Management

Coveo [Quebec City, 2005]: Its enterprise search technology which consolidates organizations ecosystems ofrecord in real-time, and provides unified search, dynamic 360-degree views of information, and contextual,proactive recommendations of relevant content and experts using text analytics. Creates context-relevantinformation from both structured and unstructured data and puts the most helpful case-resolving content atagents and customers. It measure usage and adoption to optimize performance. Offers connectors to more than50 platforms. Customers include the likes of L'Oreal, Lockheed Martin, Bombardier, CAE, YUM! Brands, GEICOand SunGard

$75M

Fonds de solidarité FTQ, Telesystem Ltd., Access Capital, Business

Development Bank of Canada, Tandem Expansion, Fonds solidarité

FTQ


Parature [Reston, 2000]: Formerly known as Cyracle, Parature provides cloud based customer service softwaremaking an on demand customer helpdesk through knowledge management, self service and multi channelinteractions. Its product Parature customer service software integrates a consumer portal, knowledgebase andticket software to manage each ticket across multichannels. It recently introduced Parature forfacebook(supports twitter also) for directly engaging with customers. It creates visibility and efficiency fororganizations by integrating with sales automation softwares such as Salesforce or ERP systems. It got acquiredby Microsoft in Jan'14. Microsoft Dynamics CRM and Parature work together to provide a better customerexperience.

$30.23MAccel Partners, Sierra Ventures,

Valhalla Partners

http://www.b2x.com/

http://www.answerdash.com/

http://www.coveo.com/

http://www.parature.com/


Self Service (2/19)




Training



Bloomfire [Austin, 2010]: Socially enabled knowledge base application that increases virtual knowledge andinformation sharing in the workplace. It provides and internal knowledgebase to customer service and sales repsfor collaboration and onboarding new employees. Allows users to create team communities where people canpost questions and answers, and add or create new content. Solutions help proving social learning, customerservice, and sales & marketing alignment to customers like Domino's pizza, Bechtel Corporation, VembuTechnologies, Re/Max, Stryker Instruments.

$20MSilver Creek Ventures, Austin Ventures, Redpoint Ventures


Neocase Software [Paris, 2001]: Neocase Software provides SaaS solutions for Employee RelationshipManagement and service center operations. Also offers solutions for human capital resource management andfinancial services. Neocase customer service contact centre solutions helps in delivering self service acrossvarious channels. It serves telecommunication, financial services, manufacturing, travel and tourism, defense,security and aerospace. It has strategic alliances with Capgemini, Accenture, Microsoft, IBM, PwC.

$16.5M Iris Capital, CDC Group


MindTouch [San Diego, 2004]: MindTouch is a commercial, cloud-delivered web platform for knowledgecollaboration and multi-channel delivery of customer support documentation. MindTouch powers customersupport websites that provide customers with content, such as articles and videos, to learn more about anenterprise's products and resolve issues they may be having with them. Also enables companies to understandcustomer behaviour on their site by providing searched and viewed content analytics. It powers purpose-builthelp 2.0 communities that connect companies like Autodesk, Intuit, PayPal, RightScale and ExactTarget, withtheir customers.

$12M PeakSpan Capital, SK Ventures, SAP


Retrieve Technologies [Manchester, 2006]: Retrieve provides a SaaS-based knowledge transfer platform withtools to communicate effectively via video and mobile. The solution has several use cases for enterprisecustomers including eLearning, Corporate YouTube, employee onboarding, sales enablement, customer support,video marketing and compliance.

$10M

http://www.bloomfire.com/

http://www.neocasesoftware.com/

http://www.mindtouch.com/

http://www.retrieve.com/


Self Service (3/19)




Training



Safeharbor Knowledge Solutions [Washington D.C., 1998]: Safeharbor Knowledge Solutions, subsidiary ofenghouse systems limited provides community forums & knowledge base software tools and knowledgemanagement solutions. SmartSupport allows administrators optimize knowledge base content, simplifyknowledge base and forum management, and maximize support channel ROI. SmartTEST an article optimizerallows knowledge base administrators to improve support content through A/B testing. Businesses can set up aknowledge base on their website in minutes. Also provides contact center and BPO services.

$5MOVP Venture Partners, Wheatley

Partners


noHold [Milpitas, 1999]: noHold offers knowledge management software as well as interactive and diagnosticvirtual agents to provide sales assistance and customer support. Virtual agents can be accessed across variouschannels to provide customer support and sales services across web, mobile, call center, social networks, IoTwith the help of NLP and Inference Engine. With noHold connect virtual agents can interact with each otheralong with the end consumer.

$4M Celtic House Venture Partners


StepOne [Austin, 2011]: It grades support content based on substantive underlying analytics, reveals importantinsights, and provides specific recommendations for improvement. An adaptive self-service platform that makesit easy for customers to resolve problems by delivering contextually relevant support content. CustomerExperience Profiler’s journey map extracts the series of events that provides a data-driven view of currentcustomer experience. Contextual Care predicts the customer’s question or issue by using contextual data liketheir services, location, and more. With analytics and machine learning, It constantly self-learns and adapts overtime to improve the accuracy of recommendations

$4MLiveOak Venture Partners, Silverton

Partners


ShowUhow [San Diego, 2007]: ShowUHow provides official online video instruction guides, web-based sales andcustomer support tool. The company creates how-to videos that consumers can watch before buying a product.ShowUhow’s Web-based video platform supports consumer electronics, appliances, business equipment,furniture, toys, and recreational goods, and brands. Acquired by Sellpoints in 2013 for an undisclosed amount.

$3M Syncom Venture Partners

http://www.safeharbor.com/

http://www.nohold.com/

http://www.steponeinc.com/

http://www.showuhowinc.com/


Self Service (4/19)




Training



RightAnswers [Clark, 2001]: Rightanswers provides cloud-based knowledge management, web and mobile self-service and social knowledge solutions which works with customer's existing service desk and knowledgemanagement products. It offers self service portal that integrates with the client existing call managementsystem empowering end-users to resolve incidents and a portal that integrates with existing call managementsystems to provide an environment for help desk professionals to resolve open incidents and access IT supportresources.

$2.3M NJTC Venture Fund


Inbenta [Barcelona, 2005]: Inbenta is a cloud based platform which offers self service using Artificial Intelligenceand Natural language processing engine. It uses semantic search technology which enables search and virtualassistant technologies to perform complex natural language operations. With interaction management,knowledge management and content delivery it helps to improve customer experience. It can matchunstructured, intention narrowed user search queries with specific, structured answers using semantic searchNLP. Some of its customers include Groupon, Ticketmaster, Schlage, Blurb.

$2M InverSur Capital


Whatfix [Bangalore, 2010]: WhatFix is a SaaS customer engagement startup that helps business on board theircustomers seamlessly and provide interactive knowledge flows to enhance product adoption. It allows forcreation of interactive support FAQs, training material and tutorials which can be integrated with ease across alltouch-points inside applications. Also provides a community platform for anyone to create, share & executeinteractive HowTo guides. Second product of Quicko Labs, earlier having worked on SearchEnabler (SEOplatform). Have also filed patent for their interactive help guides for web. Part of GSF Accelerator, wonDreamPlus Day competition in Seoul in Oct 2014, raising funding from Hanwha Group. Customers includeFlipkart, Instasafe, KartRocket, Greytip Software. Part of TAVenture investment portfolio.

$1.21MGSF, TA Venture, Hanwha Engineering

& Construction, Helion Venture Partners, Powerhouse Ventures


Fusemachines [New York City, 2012]: Fusemachines is a technology company that helps Insides Sales team withSales Automation Solutions and Customer Service team with Customer Service Automation by applying ArtificialIntelligence, NLP and Machine Learning. The AI is trained to improve itself with every transaction.The SalesAutomation helps in Lead Generation, Outreach Automation, Response Automation, and Meeting Automation.The Customer Service Automation implements Response Automation , Ticket Ranking Automation , Churn ,Prediction and Alert Automation. Customers include NYC.gov , Enhatch , QFX Cinemas among many others

$975K

http://www.rightanswers.com/

http://www.inbenta.com/

http://www.whatfix.com/

http://www.fusemachines.com/


Self Service (5/19)




Training



Responsa [Roncade, 2012]: Responsa is a Questions and Answers widget that integrates seamlessly into anywebsite, blog or Facebook fan page and allows businesses to get in touch with audience. Provides customizedknowledgebase software to add and edit content in the go. Using queries and replies it adds every answer in theknowledgebase acting as a repository for external customer support. It suggests answers whil ethe user is typingwith its instant search solutions.

€270k H-FARM Ventures


Dezide [Aalborg, 2001]: Dezide develops software for decision support and guided troubleshooting. It isprimarily used to optimize technical customer service functions and can in principle be used in any kind ofdecision scenario where a user should be guided to the best solution through a sequence of questions. Theproduct is based on Bayesian Networks, an artificial intelligence technology, to make it more scalable.

$350k


Zyncd [London, 2014]: Zync is a crowdsharing platform for customer support and engagement through peer topeer support by building a knowledge repository. It builds communities where customers can ask and questionsin a social forum. linked with social media integrations. Some of its customers include Kellogg, Telefonica,LifeLock.

$150K


OpenSilo [San Francisco, 2013]: OpenSilo is a SaaS enterprise chat application that curates knowledge throughthe right people and conversation. It provides customized support portal with drag and drop editor, helps increating summaries from CRM and contextual search solutions. Maps customer queries to answers to increaseaccuracy of search results.

$58K AngelPad


Q-go [Diemen, 2002]: Natural language search technology solutions that helps to understand the intentcustomers asking on various channels and delivers relevant content based on NLP. Question matching enhanceswebsite search and navigation to understand the intent to improve conversion rates. Acquired by RightNowTechnologies in 2011 for $34M. Later Right Now got acquired by Oracle for $1.5B.

Newion Investments

http://www.goresponsa.com/

http://www.dezide.com/

http://www.zyncd.com/

http://www.opensilo.co/

http://www.q-go.com/


Self Service (6/19)




Training



Helpr [Durham, 2014]: Helpr is a social media-enabled web and mobile platform that lets people make customercare inquiries and complaints through the Internet. It automates customer supports from multiple platforms andcan escalates issues on your behalf to right agents.

NewMe Accelerator


nanoRep [Herzliya, 2009]: Nanorep provides sales and customer support ticketing system that provides instantanswers for customers via self-service across all support channels including email, forums, live chat, web supportpages, and social media sites. It does this via a scalable, self-learning question-and-answer tool that can beplaced anywhere on a Web site or Facebook pages. Companies input their FAQs into a single knowledge base viaits API, and with every customer interactions the knowledge base automatically builds itself up. Pricing based onthe number of accurate, instant answers it provides to its clients' customers each month. Small-business pricingfor nanoRep begins at $199 per month for up to 1,500 answers.

Oryzn Capital, JAL Ventures Ltd., iAngels


ProProfs [Los Angeles, 2005]: ProProfs is a provider of comprehensive elearning tools for building, testing,applying and sharing knowledge. ProProfs counts a registered customer as any business, institution or individualthat signs up on the site to create their own quizzes, surveys or courses. The site is currently seeing upwards of 1million page views a day. Notable content-makers including Sony, Cisco and Harvard University.


SpatialBuzz [Alton, 2008]: Cloud-based customer experience analytics and service monitoring platform fornetwork operators. It Continuously monitors activity across all customer engagement touch-points, giving crowd-sourced view of network performance. Has both both customer facing and internal facing HD modules.


Ascendyo [Cairo, 2015]: Ascendyo is a cloud CRM tool for sales and customer service. Helps to track customersupport and service requests. Use existing knowledge base for self support.

http://www.helpr.me/

http://www.nanorep.com/

http://www.proprofs.com/

http://www.spatialbuzz.com/

http://www.ascendyo.com/


Self Service (7/19)




Training



quickStarts [Toronto, 2013]: Platform that helps product support teams create step-by-step instructions on theweb to reduce support costs. makes your documentation available on mobile devices


Knowledgebase Solutions [Los Angeles, 2001]: Hosted and on-site Knowledge Management software forcustomer support and self-service. Acquired by Talisma in 2005.


Support Hero [Paris, 2015]: Helps to convert existing knowledge material into knowledge content for in-appcustomer support. Provides analysis and statistics on what users search for, so as to customize supportresources. Supports integration with Zendesk, Uservoice, Salesforce Desk, Freshdesk, Intercom.


Knosys [Collingwood, 2013]: Knosys provides software platform which allows organisation to capture, manage,and utilize information in decision making and issue resolution. Can be deployed on client network andinfrastructure and also available in SaaS platform. Provides access through desktop, tablet and smartphone.


ScreenSteps [McLean, 2000]: Formerly known as Mango learning Sytems, Screensteps helps to createdocumentation for self service support. Provides tools to create how-to-guides. ScreenSteps knowledge baseacts as a self-service portal, where customers engage with articles and how-to guides. Provides integration withZendesk, Desk.com, Wordpress, Jive.

http://www.quickstarts.co/

http://www.kb.net/

http://www.supporthero.io/

http://www.knosys.it/

http://www.screensteps.com/


Self Service (8/19)




Training



FacilityLive [Pavia, 2010]: Helps in searching information, news, content in enterprises through its semanticsearch. It understands the structure, meaning and context of information (semantics based), and uses thatunderstanding to anticipate and deliver incredibly precise and contextually rich search results. ConsideredGartner cool vendor for Enterprise search and knowledge management in 2014.


Qhub [Brisbane, 2004]: Qhub.com provides Q&A software for enterprise. It provides tools for businesses toadd fully featured Q&A and FAQ pages to any website. It also helps them in setting up their own onlinecommunity which it claims can be done in less than 30 seconds. They can also get easy-to-add widgets that plugdirectly into their existing website. The sites pay Qhub by serving automated ads. For $20 a month, they canremove the ads and for another $20 they can even remove Qhub’s branding so that their site will seem like astandalone entity.


Answerbase [Melbourne, 2007]: Offers enterprise grade social Q&A to websites of every size, in a webplatform. Q&A platform enables the visitors on website to ask questions, and get relevant answers and canbe configured for community Q&A, social commerce, private collaboration, and customer support.


CartAssist [Sittingbourne, 2015]: Subsidiary of the Ostinati Ltd Group, Cartassist provides real-time support andinstant answers to online shoppers via self-service knowledgebase technology, reducing customer supportoverheads and increasing online conversions. Has made available an open API which supports integration withZendesk, Zira, Liveperson, Nesuite, Magento, Salesforce. Imports content from existingdatabase(Knowledgebases, FAQ's).


Learnlode [Cork, 2013]: LearnLode offers knowledge management solutions in two forms - LearnLode Enterpriseand LearnLode Contact Centre. LearnLode Enterprise helps to create, manage and share knowledge resourceswithin the organisation. LearnLode Contact Centre designed for customer facing agents to deliver efficientresults by providing access to knowledgebase and decision support tools.

http://www.facilitylive.com/

http://www.qhub.com/

http://www.answerbase.com/

http://www.cartassist.co.uk/

http://www.learnlode.com/


Self Service (9/19)




Training



Querified [Delhi, 2015]: Querified is a FAQ's based automatic support system that answers customer questionsin real time. The platform uses a widget which tracks the user activity across the pages and answers user's query.Provides various tags for FAQ's and uses analytical tools to study the customer behavior in services industry.


TeamFusion [Los Angeles, 2015]: It unites a collaborative knowledgebase and community engagement featuresfor self service and customer engagement. Its customized knowledgebase software for employee and customerself service. It connects teams, customers and partners in communities for contextual peer-to-peer support.


Irrevo [Renton, 2005]: Irrevo's KnowledgeAQ helps in building knowledge management programs and crossdepartment collaboration for better customer support. Irrevo helps in plan, build, launch, and optimize thesupport program by continually adapting and improving the existing knowledge base. Some of its customersinclude Dell, AT&T, MindTouch, Avalara, Expedia, and ADP.


KMS lighthouse [ , 2012]: KMS lighthouse provides comprehensive knowledge platform with a SearchTechnology. Products harness big data and transform it into actionable knowledge. KMS lighthouse family ofproducts provides a seamless customer experience across all care channels. KMS Lighthouse can integrate withexisting customer-facing infrastructure, including CRM and Billing Systems, as well as with product catalogs andother corporate repositories. The solution is capable of extracting information from any data source, utilizingintelligent templates to effectively transform raw, unstructured information into well-organized, actionable,targeted knowledge.


Klever - Knowledge Lever [Durham, 2013]: Klever specialises in providing knowledge management software forcustomer support and service. Klever was born from a methodology called KCS(sm). Knowledge CenteredSupport— designed for the intense support environment. Its offering Klever Solutions comprises of KleverEnterprise Assessment, Klever Training, and Klever Accelerator. Salesforce, TSIA, Tyler Technologies are some ofits customers.

http://www.querified.com/

http://www.teamfusion.io/

http://www.irrevo.com/

http://www.kmslh.com/

http://www.getklever.com/


Self Service (10/19)




Training



Morphis [Weesp, 2005]: Morphis provides knowledge management solution as Morphis Knowledge Box whichhelps customers and employees to find right information easily. It provides other solutions such as cross channelinteraction center, intelligent 360 degree customer view, management dashboard, and customer related BPM.Some of the well known partners include Microsoft and Capgemini.


Transversal [Cambridge, 2000]: Transversal provides knowledge management solutions for customer-facingwebsites and contact centers. Transversal's knowledgebase helps to organize content automatically and its selflearning capability helps in analyzing new content and make it ready to be searchable. Also provides integrationwith existing CRM solutions.Some of the prominent clients include Nissan, Standard Life, and FujiFilm.


ComAround [Stockholm, 1989]: Com Around specialises in knowledge management and self service. Its flagshipproduct ComAround Zero™, helps the service desk to collect, share and reuse knowledge in the organization.ComAround Zero™ can be integrated with case management system or other ITSM tools, to provide efficientsupport during the entire support flow. This tool supports established Knowledge Centered Support ( KCS )methodology and Shift Left strategy to reduce support costs per case.


Knowledgeloop [Newark, 2008]: KnowledgeLoop is a collaborative knowledge capture and delivery softwarecompany. KnowledgeLoop delivers results by closely monitoring interactions between employees, customers,and partners through all contact channels such as CRM, ERP, Web, Email, IVR, etc., and leveraging proprietarybehavioral modeling algorithms to identify knowledge-gaps and build networks of reputable experts.KnowledgeLoop capabilities are created leveraging Web 2.0 technologies which allows users to integrate themwith their existing enterprise applications and portals using Web services and XML-based APIs.


Knowledge Powered Solutions [Cheshire, 2004]: KPS offers Knowledge Management Software for bettercustomer service. Can be used stand-alone or can integrate with Call Handling, Service Desk, CRM system,Customer Service Management Application or Customer Portal. Works with over 100 customers including CreditSuisse, Serco, United HealthCare, BT, Stanford University Hospital & Clinics, Silah Gulf (Bahrain), Contact121 (Australia) and the Department of Transport (UK & Australia). T

http://www.morphis.net/

http://www.transversal.com/

http://www.comaround.com/

http://www.knowledgeloop.com/

http://www.kpsol.com/






Training



AlwaySupport [Tel Aviv, 2014]: Alwaysupport provides customer support on mobile web, mobile apps and sitesby providing contextually relevant on a self learning Q&A knowledgebase on customer inquiries. Offers afloating widget on websites and embedded solution on iOS and android apps. If a user query is not satisfied itprovides an option for live chat and opens a help ticket on dashboard of agents. Based on self learning system itrecommends agents to add questions in their knowledgebase,


KnowledgeOwl [Broomfield, 2015]: Formerly known as HelpGizmo, Knowledgeowl provides customizedknowledgebase software for customer support and internal collaboration. Helps to create online manuals,handbooks, knowledge bases, portals, user guides, help sites, software documentation and more. Pricing of theproduct is based on number of knowledge bases and number of users who can login to edit and create content.


Nickelled [London, 2014]: Nickelled helps to create step-by-step tutorials for onboarding, engaging and retaincustomers for marketing, sales, support, customer and employee training purposes with the help of shareable aswell as embedded guides. Agents can monitor which guides customers are using and find out where usage isdropping off. Offers 14 day free trial period.


Azuredesk.co [Jersey, 2015]: Azuredesk provides AI cloud based software providing knowledgebase andticketing solutions. It is build on Microsoft Azure. Its self service portal helps in customer inquiries with inbuiltJira integration and twitter feeds. With real time typing record of visitor it helps to provide best suitable answerswith help of AI. All the support emails get converted into tickets with ticket management solutions. As of now itis in beta phase.


Supportify [Philadelphia, 2013]: Supportify SaaS provider helps in building and managing customer supportfront end as part of business applications. It provides a restful API for integrating workflows in supportify. It alsohelps to collect feedback from the content on the website. It automatically indexes all of the content for fast andefficient searching

http://www.alwaysupport.com/

http://www.knowledgeowl.com/

http://www.nickelled.com/

http://www.azuredesk.co/

http://www.supportify.io/






Training



clearguide [California, 2014]: Clearguide provides e-learning knowledgebase platform providing a self serviceplatfrom using intelligent creation, learning analysis, behavior insights, and dynamic and tailored delivery,gaining valuable insights about how customers are learning an organization's product of service


Helpjuice.com [Austin, 2011]: Helpjuice provides internal and external knowledgebase software to enterprisesfor customer support with real time intelligent instant search, customized knowledgebase and built in searchanalytics. Customers get instant support over their queries.


Limdesk [Olsztyn, 2010]: Limdesk a product of Limtel is a software to build a customer service center. It providesticketing system used to manage inquiries coming from phone, e-mail, chat or website with tools for internalcollaboration. It also provides chat on website, built in telephone, API's and plugins with contact history databaseavailable to agents, Offers a free trial period for 15 days.


Yonyx [Sunnyvale, 2012]: Yoynx provides a cloud based platform driven by decision trees interactive customerself service for customer service and internal enterprise users. It provides a way for organizing information forinteractive delivery to customers (agents or end consumers). Build on a proprietary graph database integratedwith CRM its platform captures analytics that helps to derive insights from customer interactions

Knowledgebase Management - Tutorials

Skilljar [Seattle, 2013]: Skilljar formerly Everpath offers a SaaS platform that enables instructors to create anddeliver courses from their own branded websites.Instructors can drive traffic to their own site, retain ownershipover their content, and develop direct relationships with their customers. The product handles course creation,student registration, payments, and course delivery. It enables the instructors to customize their own logo,styling, and domain. The business runs on subscription based model based on nature of organisation on amonthly basis. It was a part of TechStars.

$3.7MInnovation Endeavors, Trilogy Equity

Partners, LLC

http://www.clearguide.net/

http://www.helpjuice.com/

http://www.limdesk.com/

http://www.yonyx.com/

http://www.skilljar.com/






Training



Appcues [Boston, 2013]: Appcues allows businesses to create personalized onboarding flows, in-app tutorialsand notifications from a library of patterns and templates for web and mobile users. Businesses can engagebetter with segmentation rules and customized templates. It supports integration with Segment, Kissmetrics,HubSpot, Google Analytics. Offers a 14 day free trial period. Angel investors include Ty Danco, Dharmesh Shah,Brian Halligan, David Cancel, Elias Torres, Ric Calvillo and others

$1.2M Atlas Venture


Learndot [Vancouver, 2009]: Formerly known as Matygo, Learndot offers optimized learning managementsystem(LMS) for customer training and education. It helps to create a training site for customer onboarding andretention. Supports connecting LMS with existing enterprise software systems. It is partnered with GooData toconnect customer data to reporting platform and Confluence wiki to create training modules for collaboration.

$610kGrowlab Ventures, Business

Development Bank of Canada


Tutorialize [New York City, 2012]: Tutorialize allows website owners to create on-screen website tutorials forstaff and customers to guide around their site. Its users can add customized tooltips to any elements on theirpages. Tutorials are automatically synced against its database so that logged in users will only ever see a tutorialonce. Tutorialize gathers metrics on live tutorials and provides a rich set of graphs in the admin portal. Users canuse these graphs to tweak their tutorials, and to ensure that they are as effective as possible.


myTips [Kiev, 2013]: Mytips creates interactive on screen tooltips and tutorials for customer engagement andsupport. Its visual point and click editor deploy onboarding customers in app. Reps can test and track everyelement of onboarding flows. Supports integration with marketing and web analytics tools like kissmetrics,segment, intercom.


Tute-easy [Mumbai, 2015]: Tute-Easy is a platform for creating and sharing smartphone tutorials andwalkthroughs for mobile apps. Provides app makers to provide localized tutorials and walkthroughs along withcontextual in-app help to improve their usage performance and conversion rates. Other features include multi-lingual support and templates for tutorials

http://www.appcues.com/

http://www.learndot.com/

http://www.tutorialize.me/

http://www.mytips.co/

http://www.tute-easy.com/






Training



Chameleon [San Francisco, 2015]: Chameleon helps build and test personalized interactive product tutorialswithout writing code. This makes it easy and effective to better onboard customers. Teams can easily run A/Btests, target user segments and make changes to improve user engagement and retention.


Intellihelper [Singapore, 2015]: Intellihelper lets its customers create animated audio / visual tutorials for theirwebsite to automate and improve customer support and onboarding. Businesses can create interactive helpcenter for customer success and self service for product managers and customer service reps respectively.


Helppier [Porto, 2014]: Helppier is an online software service that helps businesses to build step-by-step helpsand tutorials for your site or web application. With its widget companies can describe their products step-by-stepand teach users in using them. Its in beta phase as of now.

Knowledgebase Management - Mobile

First App

CrowdCare [Toronto, 2012]: CrowdCare’s Wysdom platform is a contextual self-care solution that providesinstant actionable answers relevant to each customer. By using NLP enhanced by data from many sources and arules engine for analytics, It delivers highly qualified answers directly to customers, through a mobile app or website. It proactively curates content for customers that is likely to meet their needs. Wysdom is a cognitive systemthat learns from customers, learning what customers want to know and what answers are most likely to satisfy asearch with real time analytics. Currently available for smartphones.

$6.75MExtreme VP, Robert Mantella, MaRS Discovery District, Mantella Venture Partners, FedDev Ontario, Mantella

Knowledgebase Management - Mobile

First App

snapsupport [Menlo Park, 2013]: SnappSupport helps customers submit picture/video based questions tocustomer support teams through mobile app. With predictive Analytics app learns about user needs based onpast question patterns and provides support material using a patent pending prediction algorithm. Supportsintegration with CRM and helpdesk providers such as Salesforce, Zendesk, Freshdesk, Siebel.

http://www.trychameleon.com/

http://www.intellihelper.com/

http://www.helppier.com/

http://www.crowdcare.com/

http://www.snap-support.com/






Training



Lithium Technologies [San Francisco, 2001]: Lithium Social Customer Experience Management Platformcombines online customer community applications such as forums,blogs, innovation management, productreviews, and tribal knowledge bases with the broader social Web and traditional CRM business processes,resulting in a wide range of online customer interaction methods. The platform also incorporates elaboraterating systems for contributors, with ranks, badges, and “kudos counts”. Has made 4 acquisitions Klout, SocialDynamx, Scout Labs, Keibi Technologies in 2014, 2012, 2010 and 2009 respectively. Has offices in Europe, Asiaand Australia.

$152M

Shasta Ventures, Emergence Capital Partners, Tenaya Capital, Benchmark, New Enterprise Associates, Sapphire

Ventures, Greenspring Associates


Mzinga [Burlington, 2007]: Enterprise learning management and social engagement solutions for customersupport. It builds social communities for brand management and peer to peer support with contentauthorization tools and services. Also provides social learning platform for employee onboarding andengagement. Some of its enterprise customers include ABC, AOL, ESPN, CBS, Chevron Corporation, Johnson& Johnson, Mercer, Prudential Financial, Deutsche Post World Net, United Nations DevelopmentProgramme, and Depository Trust & Clearing Corporation. Acquird Prospero Technologies in Mar'2008.

$42.5MBluecrest Capital Finance, W Capital

Partners, GE Equity


Vision Critical [Vancouver, 2000]: Vision Critical provides a cloud-based customer intelligence platform thatallows companies to build engaged, secure communities of customers they can use continuously, across theenterprise, for ongoing, real-time feedback and insight. Its products include Insight communities- onlinecommunities where companies gain feedback from their customers and stakeholders, IdeaHub- a tool that tapsinto the ideas of customers, employees or other stakeholders for innovation and new product development,Voice of market- conducts regional, national and multinational public opinion polls. Named a Gold winner in theMost Customer Friendly Company of the Year category in the Best in Biz Awards 2013 International competition.Had about $80-million in revenue in 2012

$42.5MWellington Financial, OMERS Ventures, Georgian Partners,

Difference Capital


Telligent [Dallas, 2004]: Telligent Community is a free and commercial social software product that includes asuite of social applications like forums, wikis, blogs and social services likes, ratings, reviews and comments thatbusinesses can use to create communities for customers. Its community is built as a platform which supportsintegration with sitecore, .Net, Apache Solr, Sharepoint. Also provides an open source SDK for building iOS andandroid apps. Telligent Community includes a complete set of RESTful APIs for all of the native applications or itsSDKs to work with the platform. Acquired Zimbra from Vmware in 2013.

$36.3M Intel Capital, NXT Capital

http://www.lithium.com/

http://www.mzinga.com/

http://www.visioncritical.com/

http://www.telligent.com/






Training



Passenger [Los Angeles, 2005]: Passenger helps companies engage with customers so they can make betterdecisions and grow revenue. With Passenger’s FUEL community platform, brands can engage with current andfuture customers and stakeholders to drive insights, innovation, and advocacy via a private online community. Itscommunities provide real time customer feedback that's both quantitative and qualitative. Its platform alsoprovides segmentation tools, brand intelligence analytics solutions, sentiment analysis solutions.

$25.6MShelter Capital Partners, StarVest

Partners, Steamboat Ventures


Get Satisfaction [San Francisco, 2007]: Get Satisfaction helps customer-centric organizations engage consumersin meaningful conversations about their products and services. The Get Satisfaction community platformtransforms these conversations into user-generated marketing content and insights, enabling businesses tocreate differentiated customer experiences. Features include built in SEO capabilities, Integretation withFacebook and social media monitoring, CRM, Helpdesk, marketing automation tools; Language localization andgamification for community members. Customers include Citrix, HootSuite, Intuit and Kellogg’s. Acquired bySprinklr.

$20.9M

Adaptive Path, First Round Capital, O'Reilly AlphaTech Ventures, SoftTech

VC, Freestyle Capital, InterWest Partners, Azure Capital Partners


Helpstream [Mountain View, 2004]: Formerly known as Pathworks Software Corp., Helpstream provides SaaSbased social customer service and relationship management. Community-centered customer service platformthat enables customers, partners, and service representatives to participate in online conversations, shareinformation, solve support problems, and provide feedback to the company. Went out of business in 2010.

$8.6MMohr Davidow Ventures, Foundation

Capital


Vanilla Forums [Montreal, 2009]: SaaS based open source community software for support, sales andmarketing. Peer-to-peer support communities can help improve customer satisfaction and deflect tickets fromyour contact center resulting in significant savings. Vanilla’s Q&A functionality lets customers ask andanswer questions. Also helps in advocate marketing and to improve SEO ranking. 30 day free trial period.

$538KTechstars, Klein Venture Partners, Montreal Start Up, eonBusiness,

Norseman Capital


Flagit [Copenhagen, 2014]: Flagit platform helps businesses to crowdsource and gain insights that helps inimproving customer service and product experience. Connects people who need information with people whocan provide it.

http://www.thinkpassenger.com/

http://www.getsatisfaction.com/

http://www.helpstream.com/

http://www.vanillaforums.com/

http://www.flagit.dk/






Training



AnswerHub [Cary, 2005]: DZone Software's AnswerHub is an enterprise knowledge management and socialcollaboration platform that captures and manages organization knowledge. AnswerHub is basically acustomisable Q & A platform where user can ask questions, find answers, share ideas and collaborate. Canbe used for customer support also. Part of DZone Media. Microsoft, GE, Philips, Epic Games are some of the bignames among its customers.


DZone Software [ , 2005]: DZone Software's AnswerHub is an enterprise knowledge management and socialcollaboration platform that captures and manages organization knowledge. AnswerHub is basically acustomisable Q & A platform where user can ask questions, find answers, share ideas and collaborate. Canbe used for customer support also. Part of DZone Media. Microsoft, GE, Philips, Epic Games are some of the bignames among its customers.


Forumbee [San Francisco, 2012]: Cloud based customer community software for feedback, discussion, Questionand answer engine which can be customized which is both web and mobile based. With text analytics, providesinsights through dashboards from social discussions.


Heeduser [Bangalore, 2013]: Heeduser provides cloud based tools to help companies engage their customers toreduce customer attrition, increase conversion rates, acquire more customers, drive product innovation andimprove customer satisfaction and loyalty. The features include feedback widget for the company's website,public community wall for providing consumer discussion forums, customer and topic prioritization tools formoderators, associating categories and tags to customer feedbacks, user profile features for employees andcollaboration features.


Elivait [Kochi, 2014]: Enterprise social software for online customer community solutions. It help brands to buildcommunities that boost trust and improve buyer confidence. Curate Ideas from customers to launch betterproducts. Create, share, manage and update knowledge repositories with the help of the customer community.Influence purchase decisions by encouraging positive feedbacks from loyal customers. Encourage Customer-to-Customer interactions. Listen to what customers are talking about brand and monitor their converstaions acrossall social media

http://www.answerhub.com/

http://www.dzonesoftware.com/

http://www.forumbee.com/

http://www.heeduser.com/

http://www.elivait.com/






Training



Voycer AG [Munich, 2010]: Customer communities for retailers, producers and service providers. The coreproduct SocialVOYCE is a modular and flexible white label community technology operated as SaaS. Businessescan select from a menu of features and modules to deliver the right user experience. All modules can be easilyintegrated into existing online channels. Communities can also be setup as a stand-alone product.


Copiny [Moscow, 2010]: Copiny provides a community forum, knowledgebase and feedback widget toenterprises for support and getting feedback from web visitors. Community connects product experts and brandenthusiasts through peer-to-peer discussions on any topic. It helps creating conversations around brand,products and services.


insided [Amsterdam, 2010]: Insided provides cloud based platform to build and manage branded customercommunities across various touchpoints and devices for sales and support. Businesses can improve advocacy andengagement by managing communities at every stage of customer journey. Some of its customers include TMobile, KPN Group, Tele2, Volkswagen, Philips and TomTom.


TurnTo Networks [New York City, 2007]: The TurnTo Social Q&A Platform is a white-labeled SaaS productfor online merchants and brands, enabling shoppers to get advice directly from stores’ real customers (as well asstaff and brand reps). By enabling authentic dialog between shoppers and customers right on the product pages,TurnTo increases conversion rates, generates fresh content for SEO, builds customer loyalty, and reduces callcenter load. Top online sellers including Brown Shoe (Shoes.com), L’Oreal USA, the Vitamin Shoppe, and Lenovoare among the major customers.


Enabee [Berlin, 2012]: Enabee develops social business tools and crowd relationship management software,such as social support communities, ideation communities and brand platforms. Each platform is fully integratedinto the clients internal process and CRM-strategy. Customer support team and fan base answer to queriesthrough communities. Collects deep insights into the social structures of customers and monitor activities withincommunity

http://www.voycer.com/

http://www.copiny.com/

http://www.insided.com/

http://www.turntonetworks.com/

http://www.enabee.com/






Training


Customer Communities -Gamification

Badgeville [Redwood City, 2010]: Badgeville provides enterprise gamification solutions with features includinguser profiles, points, badges, achievements, levels, missions, tracks, social rewards, people analytics withcontextual leaderboards to compare users to one another and integrates with existing collaboration solutionslike Jive, Yammer or Sharepoint. Applications include employee training, onboarding and driving innovation,client and partner engagement, travel & expense management and sales performance and forecasting.Some of the clients are EMC, Samsung, Deloitte, Marketo, Bell Media, CA Technologies, American Express,Kendall Jackson and AT&T. It was the winner of the SIIA CODiE for Best Cloud Platform-as-a-Service.

$40MTrinity Ventures, El Dorado Ventures, Webb Investment Network, Norwest Venture Partners, InterWest Partners

Tooltips

Onboard Tips [Made, 2015]: Onboardtips allows businesses to implement customized intelligent tips for SaaSproducts and websites for customer engagement. It helps in guiding customers and keeping them engaged withtheir product. With reports on whos engaging with tips, agents can optimize their retention strategies.

Tooltips

Tooltip.io [Kiev, 2014]: Tooltip provides relevant timely in app tooltips and tutorials for self service support andonboarding process. It helps in answering questions for customers and better engaging with them. Automatictriggers can be setup based on customer behaviours.

Tooltips

Elevio [Moonee Ponds, 2014]: Elevio SaaS allows site owners to setup a range of tips to display to their usersright where and when they need them most rather than making people browse through an FAQ or knowledgebase. It is well integrated with support softwares like zendesk, freshdesk and live chat zopim, olark, live chat. Italso provides community forums users can help each other. It is in beta phase currently.

http://www.badgeville.com/

http://www.onboardtips.com/

http://www.tooltip.io/

http://www.elev.io/


Live Chat (1/19)




Training


Intercom [California, 2011]: Intercom is an integrated platform for the company to use for support, marketing,product and sales communication. Intercom allows companies to see and talk to their customers by having liveconversations and send targeted messages to website visitors and users of the app(android and ios both).Integrated with Stripe and has multiple plans to observe, acquire, engage and support customers. With built-inanalytics you can optimize conversions with A/B testing and message metrics. Major customers include Heroku,Hootsuite, Yahoo!, Perfect Audience, Rackspace, and Visual.ly. Brought in former PayPal and Yammer executiveMark Woolway.

$66M

Freestyle Capital, 500 Startups, Biz Stone, Iconiq Capital, Bessemer Venture Partners, Social Capital,

Digital Garage, Dan Martell

TouchCommerce [Agoura Hills, 1999]: Formerly known as Inq, Inc., TouchCommerce is a provider of OnlineInteraction Optimization Solutions which combines real time customer analytics and live interaction technologywith their program optimization services. Provides live chat software, user guides as knowledgebase,personalized content martketing, collaborative browsing solutions, browser based voip calls, feedback collectionsurveys.

$25.75MSierra Ventures, Dolphin Equity

Partners, Partech Ventures, Hudson Ventures, Emergence Capital Partners

iAdvize [Nantes, 2010]: Its real time customer engagement platform enables businesses and organizations tointeract with customers via click to call, click to chat and click to video on their website or on their social websitewith behavioral targeting and keyword filtering engine. With click to community feature, online visitors can chatwith each other on a brand website. With real time behavioural targeting and reporting it helps to engagecustomers and measure agent's activity, sales and customer satisfaction improvements. Some of its clientsinclude BMW, Airfrance, Lacoste, Monster. Acquired Bringr in May'15 for 750 Euros.

$17.3M Alven Capital, Iris Capital, Bpifrance

Help [Austin, 2014]: Help, offers live chat softwares for customer service and sales & marketing for smalland medium business organizations. With skill based routing, predictive text, self-service and reporting analyticsthe chats are alotted to right agents with actionable insights build on average handle time, service levels andother KPI's. It is well integrated with third party service providers like salesforce and zendesk.

$6M

Agendize [Montreal, 2004]: Agendize develops online appointment scheduling software for SMB's. It alsoprovides CRM solutions to manage customers and promote business; click-to-call allowing website visitors tointeract with agents; live chat enabling businesses to chat in real-time with their website visitors for supportand sales; and form builder to create webforms, including online surveys and contact forms to collect contactinformation, feedback, or quotation requests.

$2.8M BNP Paribas, Entrepreneur Venture

http://www.intercom.io/

http://www.touchcommerce.com/

http://www.iadvize.com/

http://www.help.com/

http://www.agendize.com/


Live Chat (2/19)




Training


Robin [Arnhem, 2011]: Robin provides customer service software for ecommerce. Centralizes all customersupport questions in one place. All team members can access it from desktop & mobile to answerquestions, look up customers, access eCommerce data, collaborate with colleagues and much more. Using itsAPI, it can be integrated with Magneto, Shopify, BigCommerce. SEOSHOP.

$2.5M Trinity Ventures

LivePerson [New York City, 1995]: Liveperson developed LiveEngage - a real-time intelligent customerengagement platform and Engage - cloud based multichannel contact centre platform. Helps companies createdeeper connections with customers via chat, voice, video and targeted banners and offers. Also provides real-time analytics, metrics and hosted platform to perform at scale. Serves 9000+ customers across the retail,education, financial services and travel sectors among others. Liveperson announced a stock repurchase of $10Min 2013.

$2.3M

Pure Chat [Arizona City, 2012]: Pure chat provides a live chat software solutions for sales, lead generation andcustomer satisfaction for small and medium businesses to engage website visitors on the desktop. It alsoprovides kindle, ios and android apps for customers. It solutions provides users with animation choices andcustom text and language services. Some of its customers include Apptivo, AppFlood, GrapeCity and Meritnation.

$1.75M AzCommerceAuthority

Zopim [Singapore, 2008]: Zopim offers customer engagement proactive live chat integration tool that helpsonline businesses.Its product Zopim Live Chat, is used by enterprises to bridge the digital divide betweenbusinesses & consumers. Also provides GetKudos.me, a customer testimonial widget that helps businessessolicit and consolidate great customer reviews from sources like Facebook, Twitter and present them oncorporate websites in an engaging manner. With built in analytics it helps in tracking chat stats, sources, timings,activities with customers.

$241kNational University of Singapore,

SPRING Singapore

HeyBubble [New York City, 2011]: HeyBubble is a live support software for small and medium businessestracking visitors in real-time and engaging them to chat. Provides an intuitive dashboard which integrates withmultiple website and also provides social media integration. It is compatible with all major chat clients and canbe used on mobile devices. Winner of 2014 TechDay Techie Award - Newyork

$150k

http://www.robinhq.com/

http://www.liveperson.com/

http://www.purechat.com/

http://www.zopim.com/

http://www.heybubble.com/


Live Chat (3/19)




Training


Blooie [Gateshead, 2011]: Bloo provides an real time engagement platform to enterprises to connect toconsumers to improve engagement and drive conversion. With user and site analytics real time conversationsare tracked to increase engagement and conversion. Customer key decision journey info is provided to agents inreal time to drive engagement and Offers a free 30 day trial period.

$100K Northstar Ventures, IP Group Plc

Peer.im [San Francisco, 2012]: With peer.im, enterprises can communicate with their customers in 1-1 or groupconversations on twitter and emails. Customer Channels can be added to email campaigns, support emails, andcustomer tickets to provide instant response to customers and business partners. They also have an iphone app.

$28K Alchemist Accelerator

Ninchat [Helsinki, 2011]: Ninchat allows companies to add secure real time communication environment to theirweb, mobile, app or social media sites. Ninchat can be used for team communication, customer care chat, livegroup discussion and sales conversion tool. Ninchat provides secure communication, integration with existingCRM / ERPsolutions and multiple device usage. Some of the prominent clients include leading organizations ofFinland namely Slush, VSP, VEIKKAUS, OK Perinta and several others. Has won several awards which includesWinner of Bully Awards 2015 (Category: Young Bull), Winner of 'Nordic Startup Awards Finland 2015' (Category:Best Bootstrapped ).

undisclosed

Reaktor Ventures

Olark [Palo Alto, 2009]: Olark is a tool to interact with website visitors in real time using existing IM's for trackingleads, sales and customer support. With targeted chats enterprises can set rules for specific interactions withonline customers. Agents can get complete customer history with CRM integrations Salesforce, Zendesk, Desk. Itoffers free trial period of 14 days.

Y Combinator

Clohc Helpdesk [Braga, 2013]: Helpdesk solution for social, email with integrated live chat for websites. Allowsto create tasks and notes sharing between employees, trigger setup on tickets, customizable email templates.Reps can see stats from visitors to agents performance and setup weekly reports.

http://www.bloo.ie/

http://www.peer.im/

http://www.ninchat.com/

http://www.olark.com/

http://www.clohc.com/


Live Chat (4/19)




Training


Mabel [Budapest, 2013]: Mabel provides a live chat widget which lets businesses to talk to online visitors in realtime for customer service and sales. Offers a free 30 day trial period. Businesses can collect feedback with builtin custom forms.

Unbeatable [Leicester, 2015]: Web based live chat software for customer support and sales teams. Gives livevisitor tracking so that businesses can engage visitors proactively. Provides analysis into teams performance.

hootbud [Bikaner, 2015]: Offers live chat plugin to interact with customers. Businesses can chat directly withexisting and potential customers through computer or mobile phone.

Klets [Eindhoven, 2014]: Helps businesses communicate with customers. Provide a private chat page forenabling private chat b/w businesses and customers through web based dashboard.

Deskoptio [Vellinge, 2013]: Cloud-based customer service software solution used by businesses to helpcustomers while they are on website. By placing a code on website, reps can engage with customers. Pricing isnumber of agents based.

http://www.gomabel.com/

http://www.unbeatable.com/

http://www.hootbud.com/

http://www.klets.com/

http://www.deskoptio.com/


Live Chat (5/19)




Training


UserEngage [Warsaw, 2015]: Real time customer engagement tools for website visitors through live chatsolution with live visitor tracking solutions. Also targets customers through proactive communication using rulebased algorithms.

ChatPage [Sibiu, 2015]: Provides a link and landing page which can be integrated in emails, linkedin, websitewhich will route customers on a seperate window. Link can be dropped proactively on different channels for leadprospecting purposes. Also provides lead generation surveys adjacent to chat window for integrating into theCRM data for customer profiling.

bontact [New York City, 2012]: Multi-channel live customer support, that helps businesses improve sales andsupport via live chat, callback, text messaging, email support for web visitors for SMB's. Businesses need toembed widget in their website and through that businesses can see live visitors in real time and can supportproactively, alongwith click to call, SMS and callback features.

Wordwith [Gurgaon, 2015]: Provides a web based live chat software to support staff to help customers onwebsites. It helps to track customers on website, collect feedback,

Saras [Bangalore, 2015]: Automatically engage visitors using human-like conversation to provide support,capture leads, helping turn visitors into active customers by embedding javascript snippet into website.

http://www.userengage.io/

http://www.chatpage.io/

http://www.bontact.com/

http://www.wordwith.com/

http://www.getsaras.com/


Live Chat (6/19)




Training


WhosOn [ , 2003]: Product of Parker Software, Whoson is a real time customer engagement solutions via webbased live chat software. Features include prospect detection, site and page monitoring, campaign management,rules based targeting.

websitealive [Houston, 2004]: Websitealive develops and provides customer engagement tools - live chat, clickto call, concierge and social to enterprises for customer engagement. Live chat application with internalcollaboration, real time reporting tools for support. Integration with Hootsuite helps to integrate website aliveinto social media networks for interacting with visitors in real time with real time monitoring tools, internalcollaboration. It has partnered with Sitelock, Truste, Ballena.

LiveHelpNow [Huntingdon Valley, 2003]: Live Chat featuring advanced queuing and routing, visitor/chat triggersand automations, automatic real-time translation services. Complimented by Ticketing and Knowledge basesystems which are tightly integrated so agents can see previous chat and email history.

Provide Support [New York City, 2003]: Live chat software and real-time website monitoring solutions forbusinesses for improving sales and customer service on the Internet. Monitor all live visitors in real time andsend proactive chat notifications.

Crisp Communications [Paris, 2015]: Live chat software for websites by placing a line of code for sales andsupport. It has also desktop apps. Agents can see real time what customers are typing, who all are browsing,

http://www.whoson.com/

http://www.websitealive.com/

http://www.livehelpnow.net/

http://www.providesupport.com/

http://www.crisp.im/


Live Chat (7/19)




Training


tawk.to [Riga, 2012]: Tawk.to is a live chat application for managing the online customer engagementexperience, enabling multiple websites and agents in a single dashboard interface. It is a free live chat softwarefor businesses to respond in real time. It launched a beta version in Q4 2013. Its android and iOS app is in betaphase as of Oct'15.

Smartsupp [Brno, 2012]: Smartsupp provides live chat software for websites with visitor recordings for customersupport and sales. Agents can also send predefined custom messages. Customer behavior and conversions canbe tracked by Google Analytics. It supports integration with Wordpress, Magento, Shopify, Opencart.

Swaychat [San Francisco, 2015]: Provides a way for website operators to chat with their website clients in realtime. owned and operated by the founders of ImportGenius, BuildZoom, and Flexport. Its in beta phase as ofOct'15.

Marketeer.co [Barcelona, 2014]: .Automated customer engagement platform for capturing leads, providingsupport or escalating to an agent on web, iOS and android platforms. It helps in sending targeted messages,collecting feedback, solving visitors queries. Using NLP it helps to provides insights into conversations.

Chatnik, LLC [Puerto Rico, 2015]: Chatnik connects website visitors to sales and support staff through live videochat, voice chat and text chat. Helps in generating leads, increase sales and provide customer support. Pricing at$10 per month.

http://www.tawk.to/

http://www.smartsupp.com/

http://www.swaychat.com/

http://www.marketeer.co/

http://www.chatnik.com/


Live Chat (8/19)




Training


CallText [Washington, 2013]: Calltext provides live texting solutions to SMB's for real time communicationbetween SMB's and customers. Similar to watson, click to text solutions uses AI and NLP to answer queries ofcustomers. Sellers can register their smartphones and customers can ask queries directly to sellers. The questionand answering solutions combines GUI with a NLP based micro processing system . For the enquiries thatcouldn't be solved by NLP, inquiries will be sent to the merchant's smartphone. Currently in beta phase.

b2cChat [Bangalore, 2014]: b2cChat aims to empower business to engage the visitors to the mobile apps andwebsites. It is currently being offered as SaaS product so that the visitors can chat with the customer supportteam from the whichever page they are on without having to use a separate medium like email and phone forcontacting support. They claim to increase the sales and customer satisfaction by better engagement and help inpre-sales and lead generation. It is a product of Suvenbits.

Live chat 24/7 [New York City, 2015]: It provides live chat services for customer support and enagement. Itanalyzes conversations and builds knowledgebase and self service from interactions. It is currently offeringsolutions for free.

Chataroo [Boise, 2012]: Chataroo provides live chat and helpdesk ticketing solutions with real time visitortracking to businesses for customer support and sales. Its ticketing solutions allows in solving customer queriesacross web and mobile

Helloify [Gold Coast, 2014]: Helloify provides tool allowing businesses and customers to communicate with eachother via web and mobile apps with internal collaboration solutions. Agents can chat with customers frommobile and web apps.

http://www.calltext.co/

http://www.b2cchat.com/

http://www.livechat24-7.com/

http://www.chataroo.com/

http://www.helloify.com/


Live Chat (9/19)




Training


ChatNox [Dublin, 2014]: Chatnox is a live chat application that helps businesses to connect with website visitorsand resolve their queries. Businesses need to use 2 lines of code in their webpages. It provides real time visitortracking, auto-triggered messages, mobile support, proactive live chat triggers, live chat reports, chat ratingsystem, offline messaging which can be added with plugins like zendesk, freshdesk, mailchimp.

jivochat [Moscow, 2012]: Jivochat enables businesses to connect to website visitors(text and call) for sales andsupport on web and mobile apps. Agents can handle multiple visitors simultaneously with visitor info and typinginsight, file transfer solutions. Agents need to install application web and mobile application to talk to customers.Offers free version for upto 5 agents. It helps in lead generation, customer support and increase in conversionwith sales improvement.

Hipmob [Palo Alto, 2012]: Hipmob provides live chat, helpdesk, feedback and customer engagement tools onweb and mobile apps with real time contextual information about customers including device, app, OS,geographic info.Conversation transcripts can be synnced with helpdesk platforms like Zendesk and Desk. Byintegrating Hipmob library in their apps, businesses can give support from android and ios apps. It also supportsintegration with 3rd party apps such as Shopify, Hipchat. Offers a 14 day free trial period

chatra [ , 2015]: Chatra provides live chat software for businesses to talk to website visitors for support andsales. Features include proactive communications, agents collaboration, multi-browser support, targeted chatsand typing insights.

mochapp [Twickenham, 2015]: Mochapp enables businesses to add live chat on their websites to manageclients inquiries and engage better. Businesses can see keep track of statistical data on their clients can see whatthey are typing in real time. Clients can rate agents and can share files with agents.

http://www.chatnox.com/

http://www.jivochat.com/

http://www.hipmob.com/

http://www.chatra.io/

http://www.mochapp.com/


Live Chat (10/19)




Training


Whatdesk [ , 2015]: Whatdesk is an online support platform that allows businesses to provide support tocustomers from web and mobile widget with integrated ticketing system. It is in beta phase as of Oct'15

Userlike Live Chat [Cologne, 2010]: Userlike offers live chat software for websites which can be integrated intoany website. Agents can chat with a browser chat client from the Userlike dashboard, or from an IM client fromdesktop or smartphone. Offers a 14 day free trial period. It offers integration with Salesforce, Zendesk, Slack,Google Analytics.

tidiochat [Szczecin, 2013]: Tidiochat offers live chat software for small and medium businesses on web andmobile apps. Agents can see customer info and preview of customer typing for better engagement. It isintegrated with 3rd party apps such as Wordpress, Shopify, Magneto, WIX.

v2chat [Delaware, 2012]: V2Chat is a web-based click-to-call and click-to-chat solution for voice and videocommunication for B2C companies to provide interactions with their website visitors in real time, to increaseonline sales and improve online customer care. It enables receiving calls on PCs, forwarding calls to landline andcell phones

Multispeak [Dublin, 2013]: Multispeak provides online live chat platform from businesses website including text,video and audio chat solutions with document sharing and chat transcript recording. Feedback is collected frominteractions and analyzed customer trends.

http://www.whatdesk.com/

http://www.userlike.com/

http://www.tidiochat.com/

http://www.v2chat.com/

http://www.multispeak.io/


Live Chat (11/19)




Training


Live2Support [Long Island City, 2003]: Live2support provides live chat application for customer support andsales with real time visitor monitoring, proactive chats canned responses, co-browsing during chat, skill basedrouting, in-built site analytics for better engagement. Supports integration with CRM providers like SugarCRM,Salesforce and other 3rd party apps such as E-Commerce and blogging platforms like Drupal, Joomla. Offers 15day free trial period.

Velaro [Elkridge, 2001]: Valero develops click to call, chat and co-browsing solutions on web and mobile forenterprises for customer support and sales. Through real time visitor monitoring, skill based routing, pre andpost chat surveys, chat supervision, chat tracking, call center analytics, sales conversion tracking, It helps tomanage, engage and analyze support and sales with Twilio on the back-end. Supports integration with CRM,helpdesk, and other 3rd party providers such as Salesforce, Zendesk, Magento, Avaya, Google Analytics.Customers include Fortune 500 and top 500 E-commerce businesses such as LG Electronics, Blue Cross BlueShield, Marketstar, Experian.

snapengage [Boulder, 2008]: SnapEngage is a live chat software which can be integrated with CRM or HelpDesk. Sales and Support teams can proactively chat with website as well as mobile visitors while they browseand offer assistance in realtime with co-browsing, texting and file sharing. Chat transcripts are added to supportcases and leads. Some of its customers include Airbnb, True Blue, Rently. It supports integration with Hubspot,Zendesk, Salesforce, Facebook and others.

Bizhunter [Brno, 2014]: BizHunter a product of smartsupp, provides live chat software for B2B customerinteractions. It identifies website visitors with detailed info about visitors companies including number ofemployees, business field and agents can engage with clients. It builds its database by national businessregestries, email campaigns and through smartsupp tie-ups with ecommerce companies.

http://www.live2support.com/

http://www.velaro.com/

http://www.snapengage.com/

http://www.bizhunter.co/


Live Chat (12/19)




Training


Comm100 Network Corporation [Vancouver, 2009]: Comm100 provides customer service and communicationsolutions, including Live Chat, Email Marketing, Support Ticket, Help Desk, Forum and Knowledge Base. With skillbased routing, visitors journey info, proactive communications, screen sharing and co-browsing, API’s andwebhooks and built in analytics, Comm100 provides live chat solutions to enterprises. It also provides multi-channel web based ticketing software integrated with live chat, helpdesk, knowledgebase and web contactforms with ticket processing automation and built in analytics. Some of its customers include Whirlpool,Toronto, Stanford University, Golden Capital.

LiveCall [Poland, 2014]: LiveCall enables you to voice call people from websites, who are currently visiting yourwebsite. It helps to increase in conversions of website visitors for better customer engagement. It helps insolving customer queries and for boosting sales. Founded in Nov'14.

helpsquad [Bethlehem, 2014]: Helpsquad provides live chat software for customer support and salesenterprises. Live chat support and sales agents monitors and interacts with online visitors for customerengagement. Offers a 14 day free trial period with 3 pricing models.

Activa Live [Jefferson City, 2007]: Activa Live operates as a cloud computing service provider of enterprise on-demand live chat software for online sales, customer service and support. It's live chat software enablesorganizations to monitor, identify, and engage online visitors in real-time. Some of its customers include BestBuy, Procter & Gamble, Dun & Bradstreet, LexisNexis, American Apparel and Hilton Grand Vacations.As of September 27, 2010, Activa Live, Inc. operates as a subsidiary of Salesforce.com.

MobiChat [Gulf Breeze, 2013]: Mobichat is a live chat software for mobile website or app for small and mediumbusinesses enterprises build for mobile lead generation, customer service and sales support. It provides one-on-one engagement and helps in capturing customer information. Its real capture platform enables customers tocomplete mobile forms inside the chat. Customers can interact with agents on mobile app, site or desktop CRMwith the help of live chat.

http://www.comm100.com/

http://www.livecall.io/

http://www.helpsquad.com/

http://www.activalive.com/

http://www.mobichat.com/


Live Chat (13/19)




Training


P3chat [Minsk, 2012]: P3chat is a live chat software offering company for live chat support and sales for e-commerce websites from web and mobile. With messenger support like Skype, Google talk customers caninteract with representatives. With real time visitor monitoring it helps to provide customer journey info isprovided to support reps for better customer engagement.

Customericare [Wroclaw, 2013]: Customericare helps small and medium businesses to connect to online webvisitors through call, text or video in real time. It allows multichat options where agent can talk to several visitorsat once. With real time monitoring it gives complete customer journey info to the agents for better customerengagement. Some of its customers include Multimedia, Nexterio, Uniqa. It is integrated with CRM services suchas Magneto, Wordpress, Joomla.

Subiz live chat [Hanoi, 2013]: Subiz provides live chat solutions for ecommerce enablers for sales and servicesfrom web and mobiles. With proactive chat it helps to engage more visitors in live interactions. With real timevisitor journey info it helps to better engage customers. Also works in offline mode by taking visitors issue viaonline form. It offers a free trial period for 30 days

Omnize [Paulo Afonso, 2014]: Omnize provides a platform for small and medium businesses to interact withonline web visitors over text, voice or video. It provide a history of interactions to both the customer and agentfor better services. It gives real time customer journey info to agents for better engagement. Also works inoffline mode by collecting leads with its offline form.

LiveChat Software [Wroclaw, 2002]: LiveChat Software provides online engagement solution LiveChat.LiveChat delivers real-time software and web analytics solutions for e-commerce sales and support teams. Itprovides simple communication between e-commerce owners and customers on web app, desktop and mobileapp. It provides a ticketing system integrated with Mailchimp, Facebook , Salesforce, Dropbox, Google Analyticsand other 3rd party apps. Some of its customer include Adobe, LG, Acer, Air Asia, Bosch, U.S Department ofState. It starts at $16 per customer/month with additional discounts available for upfront payments.

http://www.p3chat.com/

http://www.customericare.com/

http://www.subiz.com/

http://www.omnize.com/

http://www.livechatinc.com/


Live Chat (14/19)




Training


Marketplace

Needle [Salt Lake City, 2010]: Needle is a technology and service platform specializing advocate-based customerengagement strategies, allowing businesses to recruit and enable certified on demand advocates to directlyengage with online visitors on its behalf for sales and support. Needle’s advocate solution transforms thecustomer experience for eCommerce brands by connecting advocates at the decision point to drive conversions.Needle’s spectrum of customer engagement offerings includes chat, Click-to-Email and other advocate-basedengagement solutions.

$19.5MLightbank, Rembrandt Venture

Partners, Shasta Ventures

Marketplace

ChatID [New York City, 2011]: Chatid enables real time conversations between product experts and customerson retail sites and stores. Allows collaboration between brands and retailers to deliver relevant productinformation to customers whenever they are shopping. Shoppers can communicate directly with brand productexperts through retailers mobile site or app where brands can monitor activity and engagement on each of theirchannels.

$19.27M

Techstars, FirstMark Capital, Lerer Ventures, SV Angel, BoxGroup,

Costanoa Venture Capital, Commerce Ventures

Marketplace

Proonto [Herzliya, 2013]: Proonto is a online marketplace that brings together eCommerce businesses and sales& customer service associates, enabling collaborative live support platform. It enables eCommercebusinesses to increase the yield from website traffic by outsourcing the position of digital shop assistants to aglobal community of certified associates. With Proonto, brands and retailers can use vertically qualified,experienced and cost effective labor who use its proactive live support platform in order to converse withwebsite visitors.

Elevator

Analytics

Altocloud [Mountain View, 2013]: With Altocloud Journey Analytics, Businesses can see what visitors are doingwhile they are live on site, in app or in a conversation with team, giving tailored chat content using machinelearning and predictive analytics. Its dashboard provides a real-time visualization of digital behavior, giving truecontext behind the entire customer journey from the website to the conversation with team. Businesses can talkto customers through SMS, web chat, Facebook messesnger, also using voice and video from browser leveragingWebRTC using VOIP.

$3MACT Venture Capital, Digicel Group, Delta Partners, Enterprise Ireland

Slack

LinkedChat [Panama City, 2015]: Real time support from Slack, Telegram and Facebook from any device forbusinesses to support customer inquiries. Companies can integrate chat from all these with website chat bypasting a code on the website.

http://www.needle.com/

http://www.chatid.com/

http://www.proonto.com/

http://www.altocloud.com/

http://www.linked.chat/


Live Chat (15/19)




Training


Slack

Talkus [Lille, 2015]: Businesses can talk to website visitors through Slack. When a visitor interacts with an agenta ticket gets created in a channel, an agent can work on it with all the previous history. Offers 14 day free trialperiod. Has 2 pricing plans - $39 and $79 per month.

Slack

Prudio [Paris, 2015]: Helps businesses engage website visitors through slack. features realtime facilities and easyinstallation. In private beta as of Nov'15.

Slack

chatline [Antwerp, 2015]: Chatline provides a API which when integrated in websites allows businesses to talk toweb visitors through a slack channel. By copying a javascript code in a website, agents can provide support tocustomers from a control room on slack. Offers a 5 day free trial period. Charges $30/ month with limit of 30agents.

Slack

Chatlio [Seattle, 2015]: Chatlio provides a API which when embedded on websites enables businesses to talk toweb visitors in real time. With customized widget, real time visitor info, multiple team members can collaboratefor customer support. Its backend APi is written in Golang(Google) and frontend in React(Facebook). Charges$49/month with 1000 conversations per month.

Slack

slaask [Lille, 2015]: Slassk helps businesses to talk to clients with existing slack application. Multiple agents canhelp clients collaboratively. Its in beta phase currently. Businesses can choose slack room and place embeddedcode into their site.

http://www.talkus.io/

http://www.prud.io/

http://www.chatline.io/

http://www.chatlio.com/

http://www.slaask.com/


Live Chat (16/19)




Training


Virtual Agents

ViClone [Barcelona, 2008]: Viclone uses its patented Natural Language Processing engine to develop interactiveself service solutions and customer service optimization solutions for small and medium business organizations.Its business tool combines the power of multi-channel virtual agents and intelligent live chat to help companiesreduce costs, increase sales and enhance customer experience. It supports more than 35 languages.

$1.3M

Virtual Agents

Aivo [Miami, 2011]: Aivo develops virtual customer service agents that interpret and respond to customerinquiries across multichannel digital channels. Its product agentbot, an automatic customer service solutionrecognizes, interprets and responds to real time customer inquiries. It helps companies reduce costs, increasecustomer satisfaction. It offers services in English, Spanish and Portuguese.

$300k

Virtual Agents

AgentBot [Miami, 2015]: Agentbot provides virtual customer support solution for digital channels. Aivo’sAgentBot operates on top of Aivo’s own natural language processing technology. The system is based on anartificial intelligence able to understand natural language and respond to customer queries. It offers interfaces toother critical customer support tools, such as live chat and ticketing systems. Has offices in Argentina, Brazil andthe United States. It already operates in three languages: Spanish, Portuguese and English. Some of theircustomers are Movistar, Telefonica, Sony and Fiat.

Virtual Agents

Smartifik [Oulu, 2012]: Artificial intelligent solutions for customer service. Provides automated live chatsolutions with the help of Natural language understanding features.

Virtual Agents

Botego [Istanbul, 2007]: Botego is a natural language processing technology that develops software solutionswhich works on semantic search, sentiment analysis and SaaS based individual chatbot applications. Some of itscustomer include Coca Cola, Johnson & Johnson, Lipton, Fox, Tefal, Clean & Clear, Avea and TEB. Ithelps in improving the computer-human interaction experience, automates social media sentiment and trendanalysis.

http://www.viclone.com/

http://www.aivo.co/

http://www.agentbot.net/

http://www.smartifik.com/

http://www.botego.com/


Live Chat (17/19)




Training


Mobile First App

Pypestream [New York City, 2015]: Messaging app for connecting organizations to employees and customers.Companies has to register on their platform to get registed. In beta phase as of Oct'15. Angels include MikeWalrath, Tim Calveley, Rick Braddock, Trevor Harris, SouthWinston, Mike LaJoie, Jim Ellsworth, Rick Sirvaitis.

$2.58M

Mobile First App

Skosay [Fayetteville, 2014]: Skosay empowers customers and businesses through it's private 2-waycommunication and automation platform. It is a mobile and web-based platform that allows customers toidentify a business, write a comment and submit feedback anonymously and quickly. Available for both iOS andandroid devices, It helps in enhancing the customer experience across several different verticals, including retail,healthcare, hospitality, airports and more.

$100K

Mobile First App

LoungeUp [Paris, 2011]: Platform to enable hotels to offer customer support to hotel guests through its mobileapp. The app offers things like access to practical information about the hotel and its surroundings (reserve atable in a local restaurant etc.), access to entertainment content, help desk, and social networking. Incubated byLe Camping. Angels icnlude Nicolas Baudy , Francesco Maio, and Didier Herrmann.

Pole Capital

Mobile First App

Justcare [Bangalore, 2015]: Consumer mobile app provides a platform for interaction between consumers andbusinesses over phone, email and live-chat. Consumers can also request for a callback or use FAQs for self-helpand provide feedback on the service. JustCare's business app and web portal provide agents a simple platform tointeract with customers by integrations with helpdesks such as Freshdesk, Zendesk, Slack. Claims to add moreintegrations in future.The product is yet to be launched as of Jan'15.

Mobile First App

UnykApp [Loule, 2015]: Mobile application that connects customers and businesses. Allow enterprises tomanage their profiles and interact with clients. Companies can provide the customer support by informing inreal time all their offers, promotions and news while clients can find in last minute companies communication. Inbeta as of Feb'16.

http://www.pypestream.com/

http://www.skosay.com/

http://www.loungeup.com/

http://www.justcare.co/

http://www.unykapp.com/


Live Chat (18/19)




Training


Mobile First App

Notifie [Chennai, 2015]: Notifie is a two way messaging platform for businesses & customers. Thebusinesses can group messages, conduct surveys & receive feedback from the customers. On the customersside, the app lets you sign in on multiple devices, receive messages only from opt-in businesses, mute alerts& secure the messages with a pin. The app is non-carrier dependent and can be used in any country withany service provider.

Mobile First App

Talq [Los Angeles, 2015]: Talq, a division of IDrive Inc., connects customers to businesses allowing forcommunication. Every business in the talq directory has a talq ID, hat enables customers to easily look them upand message them. Its directory connects customers to a variety of different businesses including breweries,restaurants, device repair stores, hair stylists, exotic pet vendors, and hotels. Available on iOS, Android, or via theweb.

Mobile First App

BizChat [New York City, 2014]: bizChat is a mobile application that connects customers to businesses by allowingcustomers to directly message businesses through the app. The customer will use a search tool in order to find abusiness and contact the business directly. Allows business owners to respond to customer inquiries.

Mobile First App

Tinkle [Toronto, 2015]: Tinkle Messenger let’s customers connect with local businesses via messaging. Tinkleallows users to receive responses to their inquiries instantly. User can pick any merchant and can start chattingdirectly for any queries. User can book restaurant, buy clothes, order grocery, book tickets, etc. Platform allowsuser to do transactions directly from app. Based out of Toronto, Canada.

Mobile First App

Twnel [Cambridge, 2013]: Twnel is a free mobile messenger that privately connects businesses with theircustomers. Businesses use Twnel to send promotions, last-minute announcements and have one-on-one text,image and audio conversations with their customers.

http://www.notifie.net/

http://www.talqapp.com/

http://www.bizchatapp.co/

http://www.tinkleup.com/

http://www.twnel.com/


Live Chat (19/19)




Training


Mobile First App

stepin [San Francisco, 2014]: Stepin provides mobile interaction platform for B2C through its app. Businessesand organizations can reach to their customers through app and provide support and assistance to end users.Customers can send feedback to businesses and can receive support and help.

Mobile First App

HeyHi [New York City, 2015]: HeyHi app connects customers to customer service representatives on mobilephones apps. Agents can provide support from the feedback and rating of services. Is in beta list as of Dec'15.

http://www.stepinapp.com/

http://www.heyhi.com/


Visual Communication(WebRTC) (1/9)




Training


CafeX Communications [New York City, 2013]: Cafex helps companies to engage customers, employees andpartners to create personalized and predictive communication experiences for customer engagement , partnerrelationships and workforce collaboration across mobile and desktop. Its live assist platform enhances mobileand desktop application with video chat, co-browsing, screen sharing, on screen drawing and document sharing.Contextual information is passed to enterprise for enhanced customer engagement integrated with contactcentres across multichannels. It works with contact centre platforms such as Cisco, Avaya, Genesys to providewebRTC for the enterprise. It also provides visual IVR solutions displaying IVR menu on touchscreen. Its live assistsolution was awarded Best of Show Honors at 2014 Enterprise Connect Conference.

$31.5MIntel Capital, Illuminate Ventures,

USAA

TokBox [San Francisco, 2007]: TokBox is a PaaS (Platform as a Service) company that provides hostedinfrastructure, APIs and tools required to deliver enterprise based WebRTC capabilities. It offers opentokplatform that provides mobile and web SDK's, archiving, messaging, screen sharing, co-browsing, call recording.Developers can embed upto 20 participants in a video conference directly into website for collaboration services.Some of its customers include Major League Baseball, Diet Coke, Ford, Doritos, Bridgestone and Double Robotics.It was acquired by Telefónica Digital, a subsidiary of Telefónica, in October 2012.

$26MSequoia Capital, SV Angel, Bain Capital

Ventures, DAG Ventures

Vee24 [Cambridge, 2011]: Vee24 has customer engagement product suite that includes voice, video, text andco-browsing for services and sales support. Vee24’s live help solution is used to deliver next generation customerexperience on the web, in-stores, and through mobile devices(SDK's). Current customers include Audi, DFS, Ford,Fox Sports, Isabella Oliver, Land Rover, Lexus, L’Oreal, Regus, Road Runner Sports, Schuh, Thomson, andVodafone.

$14.38M Data Point Capital, Point Judith Capital

sightcall.com [San Francisco, 2007]: SightCall delivers cloud communication APIs, webRTC based platformenabling companies to add real time interactions in mobile and web applications like video calling, text, voice,annotations, recording, multi-party video conferencing, and screen, camera and files sharing. Offer NativeSDKs for custom App development. It serves customer service, telemedicine, telecommunication, insurance,eCommerce and enterprise collaboration industries. Formerly known as Weemo Inc., changed its name toSightCall in September 2014.

$12.7M IDInvest Partners

http://www.cafex.com/

http://www.tokbox.com/

http://www.vee24.com/

http://www.sightcall.com/






Training


Engage Co [Minneapolis, 2015]: Engage Co. develops and provides a real-time sales and service platform thatenables reps to be available for live omnichannel customer interactions. Can be deployed on website, socialmedia channels, digital advertising, digital documents, search engines, and beyond. Offers live sales dashboardthat allows users to initiate real-time interactions with the web-based visitors and partners as well to sharetheir availability, track conversations, and monitor performance analytics. It offers directory pages for websitesthat allows users to find people within a company; and API and SDK’s for extending and customizing thetechnology and infrastructure supporting the Engage platform.

$5.44M

SaleMove [New York City, 2012]: Offers phone and video chat tools for online conversion on websites. Productoffers a way for sales and service reps to chat by text, audio and video with customers while sharing theirbrowsers with them to show, not tell, what the customer needs to do. It had built an engineering team inEstonia. To the top of its pipeline, it has encryption and auditing tools, as well as capabilities to store, export andsafely remove data for security reasons. Serves Ecommerce, Auto and Financial services industry.

$5.13MEntrepreneurs Roundtable Accelerator, Tola Capital

Videodesk [New York City, 2012]: Videodesk develops video chat solutions for e-commerce sites for sales andservices. It features live video chat, text, audio, co-browsing, screen sharing, file and video sharing, live productdemos, call allocation options, live chat API, data flow API for customer engagement. With live chat statistics andanalytics features, it helps to track live support results. Some of its customers include Microsoft, Temptu, E.ON,Nexity

$4.8M

Weemo [San Francisco, 2007]: Weemo cloud-based video collaboration solutions are designed to deliver real-time communication capabilities to enterprise software vendors and service providers for the benefit of small tolarge businesses. Weemo delivers a contextual video experience that is application, client, device, network anddirectory agnostic. Weemo manages an API centric and proven worldwide cloud infrastructure that is secure,scalable and affordable following a SaaS-based subscription model. The solution is particularly well suited forsocial software applications such as Enterprise Social Networks, Social CRM, HCM, Customer Service, Educationand E-learning, as well as for Contact Management and Collaboration.

$4.3M IDInvest Partners

http://www.engage.co/

http://www.salemove.com/

http://www.videodesk.com/

http://www.weemo.com/






Training


Whisbi [Barcelona, 2008]: Whisbi provides omnichannel SaaS solutions that enables businesses increase onlinesales conversion, monetize web visits, provide better customer experience. It helps to synchronize phone callwith video, co-browsing, chat with real time tracking. It lets to showcase products in real time to customers withwearable glasses from sales rep. With click to call, chat and video talk customers can interact with support andsales reps and also request for callback. Some of its customers include Vodafone, KPN, O2, Fiat and Jeep.

$2.5MActive Venture Partners, Bertelsmann

Digital Media Investments

Vivocha [Milan, 2012]: A cloud-based service that allows any company to provide live support to onlinecustomers. Vivocha enables businesses to communicate with customers right on the website, using anycombination of VoIP (audio and video), chat, audio callbacks and collaboration tools, like assisted browsing, form& document sharing. With real time analytics , proactive engagement, co-browsing, console and macros ithelps to optimize customer journey and provide services across all channels. It’s mobile SDK easily integratesinstant chat or voice support directly into iOS and Android Apps. It offers API's to integrate with external apps. Itis well integrated with Magneto, Wordpress, zendesk, Microsoft dynamics. Was awarded Red Herring top 100Europe award in 2014.

$1.93M Vertis Investments Solutions

Samesurf [Los Angeles, 2009]: Samesurf is a real time sales, support and collaboration platform that offerscollaboration tools in real time like co-browsing, screen sharing, remote desktop with video chat, screen drawingand live messaging with built in analytics for businesses, individuals and websites. It provides sales and supportsolutions like live chat and presentation software to provide interactions between support reps, salespeople andcustomers for commerce, Healthcare, Education. For enterprises it can support co-browsing solutions for upto5000 simultaneous users.

$1.85M

VoxImplant [Palo Alto, 2009]: Voximplant is a communications cloud platform for developers to embed webRTCinto web and mobile apps. For web-based apps, It offers an SDK for WebRTC-enabled browsers and a native iOSand Android SDK which can be integrated into mobile apps. The service allows developers to offer call-recording, calls to and from telephones, video chatting. Platform supports SIP, allowing calls to be made andreceived from any SIP endpoint.

$1.15M

http://www.whisbi.com/

http://www.vivocha.com/

http://www.samesurf.com/

http://www.voximplant.com/






Training


LiveNinja [Miami, 2011]: LiveNinja is a live video chat marketplace that connects you with experts in varioustopics, fields, and expertise. Users can search a database of experts that teach a variety of subjects, see theirprofiles and user reviews and ratings, schedule and book an online video chat session directly on the platform.Platform entertains over 3K live experts

$1M Start Capital

ShowKit [West Hollywood, 2012]: Showkit provides companies and mobile apps developers customer supporttools connecting mobile users with websites by real time videochat, screen sharing and co-browsing. It supportsmobile-to-mobile and web-mobile services where agents can provide support to mobile customers fromdesktops. It supports integration with cloud services, app development studios and 3rd party apps such asSalesforce, Appgyver, Buzztouch.

$710k Curious Minds

RumbleTalk [Rehovot, 2012]: RumbleTalk allows websites and companies to engage(video, voice and text) theirvisitors in real-time on websites, mobile sites and social media. It uses webRTC technology to enable live audioand video call between group members. HTML5 based chat room is easy to integrate, customized , personalizedand conducted on the cloud.

$110k

1Click [Bangalore, 2012]: 1Click, owned and operated by Turtle Yogi, is a cloud based pluggable videoinfrastructure company. It provides an easy to use plugin for browser and mobile platform to embed face to faceconversations in the business workflows. It works on all the major browsers and mobile platforms and allows forincorporating in customer websites for customer branding. Also allows for recording of voice/videoconversations for future reference. Pricing starts from basic package of $15 per month.

Blume Ventures

AssistHub [Houston, 2015]: Bit6's Assisthub is a cloud based real time customer engagement solution which isavailable through Zendesk app marketplace or as a standalone application. Uses WebRTC, mobile, and PSTNtechnologies to provide real-time communications like rich messaging, voice and video directly into existing weband mobile applications. Built on top of Bit6 communications as a service platform.

http://www.liveninja.com/

http://www.showkit.com/

http://www.rumbletalk.com/

http://www.1click.io/

http://www.assisthub.io/






Training


Eudata [Milan, 2006]: Eudata, provides an engine capable of delivering real time or asynchronouscommunication through web, mobile or kiosk. Inside the company can manage the customer with a customercare agent, with a branch employee or with a personal assistant. Communications can be generated andcontrolled by a single platform that can be integrated with simple connectors to contact centers, presenceengines or PBX.

Jell Networks [Oakland, 2011]: Jell Networks provides a web based video collaboration service which integratesvideo conferencing and social gamification with a proprietary business process. Jell Networks focus on threeareas: At the enterprise level JellNet provides a command and control feature set which give companies a 360degree view of their staff’s meeting activities. Additional features address regulatory and compliance issues.JellNet provides a single tool which deals with all aspects of setting-up, conducting, and documenting an onlinebusiness meeting. Pricing is based on number of concurrent active video sessions a customer reserves and theamount of storage used. There are no per meeting, per user, or bandwidth fees. The minimum monthly fee is$20 and includes 10 concurrent active video sessions and 1 gigabyte of data storage.

Qosmy [Seattle, 2014]: Its mobile app is like a customer service directory, wherein customers can call businessesfrom a single app. Customers can rate the businesses based on their experience. Businesses can collect feedbackpost call through app, SMS, E-Mail and manage customer sentiments. It also provides client SDK and API whichcan be embedded in native mobile apps, websites.

ClairVista LLC [Chicago, 2003]: ClairVista provides Live Expert, an omni-channel video chat system for providinghigh engagement customer service on websites, emails, kiosks, and mobile devices. Live Expert connectscustomers to agents based on expertise, context and availability and allows customers and agents to interactusing live video chat, co-browsing and content sharing in one user interface. Also provides server application thatmanages all the endpoints and processes within the Live Expert system.

http://www.eudata.com/

http://www.jellnet.com/

http://www.qosmy.com/

http://www.clairvista.com/






Training


The Contact Hub [Dublin, 2014]: The Contact Hub is a cloud based company which provides virtual contactcenter services and online marketing solutions across voice, email, social, live chat. With its multispeak platformcustomers can ask questions and get help in real time across multichannels. It also allows live audio and videocommunication. It also helps in feedback collection.

kandy.io [California, 2014]: Kandy communications Platform-as-a-Service (PaaS) is a real time softwaredevelopment platform built from GENBAND’s core paltform. Kandy enables service providers, enterprises,software vendors, systems integrators, partners and developers to enrich their applications and services withreal time contextual communications. Kandy’s webRTC API allows integration of voice, video, chat, screensharing, and co-browsing capabilities into existing business, web, and mobile applications. Named to the AragonResearch 2015 Hot Vendors List in Real-Time Communication and Collaboration Platform as a Service

apirtc [Lannion, 2013]: Apizee ApiRTC cloud platform offers live chat, voice and video to businesses website andmobile applications. It provides real time communication and collaboration solutions for customer support andsales including live chat, video conferencing, co-browsing, screen and file sharing, with detailed reports.

izeechat [Lannion, 2013]: Izeechat, product of Apizee offers web based real time collaboration solutions tobusinesses to interact with web visitors through live chat(video,audio and text), co-browsing, screen sharing, filesharing with internal collaboration solutions such as agents group chat. Features include behavioral targeting andstatistics reports. It also offers an android and ios app for connecting to customers.

HidashHi [Almere, 2012]: HidashHi offers a real time video, voice and chat technology that allow enterprises toconnect to online visitors from websites and mobile applications. Its communication solutions can be used forsales, support and increasing conversion. Some of its customers are across Healthcare, Customer Service, Retailand E-commerce.

http://www.thecontacthub.ie/

http://www.kandy.io/

http://www.apirtc.com/

http://www.izeechat.com/

http://www.hidashhi.com/






Training


Livegenic [Philadelphia, 2014]: Livegenic is an enterprise customer support app that enables live videocommunication during native phone conversations for claims and insurance, customer and field service.Additionally it offers cloud based recording and storage options, SDK's for integrating into existing mobile apps,metadata and analytics. Has two pricing models - 39.99$, $99.95 for field professionals and for inside teams.

Glance Networks [Arlington, 2000]: Glance Networks provides visual engagement solutions - Co-browsing,screen sharing, mobile showcase and video chat with data capture engine for enterprises. The Glance Panoramaplatform allows sales, service, and contact center agents to move seamlessly from cobrowsing to screen sharingto agent video as they engage customers throughout customer journey. It has strategic partnerships withSalesforce, LiveOps, SAP, and Zendesk. After first quarter of 2015, It reported 57% growth from 2014.Throughpartnership with Salesforce, Glance recently has supported the extension of the Live Chat platform to providepersonalized, real-time help online. Has more than 3000 customers.

Respoke [Huntsville, 2015]: Respoke platform allows developers to add features such as individual and groupchat messaging, WebRTC-based voice and video calling, screen sharing, and file sharing to web applications.Mobile WebRTC SDKs for Android & iOS. Pricing model is based on the number of connections andbandwidth used. Other built-in features include presence management, peer-to-peer data delivery, media relayand access control using permission filters. Planning to release Android and iOS mobile SDKs this year.

Cobrowsing

Click With Me Now [Missouri City, 2011]: Formerly known as click with me now, Recursive Labs is a co-browsingand collaboration platform for enterprises. Its product Realtime offers web and document co-browsing solutionsallowing customers to share their online shopping experience with customer service reps, socially and call centerreps. With Replay enterprises sales and support teams enables customers to record and share online experiencesand also enables internal communication easier.

$3.8M Capital Innovators

Cobrowsing

GoInstant [Halifax, 2010]: GoInstant Co-browsing allows two or more people to browse the web together in areal-time interactive session. Participants joining a co-browse session can click, scroll, type and browse at thesame time. A co-browse session can be used to co-browse any website for customer support, sales, e-commerce,training and more. Got acquired by Salesforce in Sep'12.

$1.7MBaseline Ventures, Social Leverage,

Freestyle Capital, Greylock

http://www.livegenic.com/

http://www.glance.net/

http://www.respoke.io/

http://www.recursivelabs.io/

http://www.goinstant.com/






Training


Cobrowsing

Surfly [Amsterdam, 2012]: Surfly provides web co-browsing solutions enabling customers to share a browsersession with a remote peer without any software or plugin. Gives real time customer journey details to supportreps for better customer experience. Also used for B2B customers to assist clients online in purchasing orconsulting decisions. Some of its customers include Kununu, Carproof, Smartconnect and Locals United

$550k Linden Mobile Ventures

Cobrowsing

VeriShow [Michigan, 2010]: Verishow, product of HBR Labs is a live support and collaboration SaaS platform forsmall and medium businesses that consists of video chat, co-browsing and content sharing capabilities forservices and sales representatives. Live video chat based on WEBRTC technology offers customers to contactcontact centre agents on site. Co-browsing is used to guide the customers through the site and assist withcompleting a purchase. It is integrated with other service providers like zendesk and liveperson along withFacebook, Wordpress and Ebay.

$500K

Cobrowsing

unblu inc. [Sarnen, 2008]: Unblu provides cobrowsing and live chat software to enterprises for better customerengagement in both B2C and B2B. It helps its clients to transform their online presence into a collaborativemarketplace, which allows them to interact with customers and business partners.

Cobrowsing

Firefly Software [Philadelphia, 2012]: Firefly software provides co-browsing solutions to small and mediumbusinesses for incorporating co-browsing solutions in web and mobile apps for customer support and sales.Customer reps can connect to customers browser and assist them with only customer's web page being visitor tosupport reps for better engagement.

Cobrowsing

Channel.me [Amsterdam, 2010]: Channel.me provides co-browsing and live chat solutions for sales and supportteams of enterprises on website and mobile apps. Agents can guide the visitors on website and help him throughthe pathway. Businesses can use data from helpdesk, CRM and social media and save into the system. Offers a14 day free trial period.

http://www.surfly.com/

http://www.verishow.com/

http://www.unblu.com/

http://www.usefirefly.com/

http://www.channel.me/






Training


Cobrowsing

Oracle|LiveLOOK [Matawan, 1994]: Livelook provides real time co-browsing and screen sharing solutions forcustomer service interactions to enterprises. It helps in improving first call resolution rates, call handling timesand increase customer satisfaction. Customer service and sales reps can collaborate and visually guide customersthrough web and mobile to resolve issues and improve the quality of buying decisions.

http://www.livelook.com/


Live Text (1/6)




Training


HeyWire [Cambridge, 2010]: HeyWire is a free international texting service that integrates Twitter, picturemessaging with photo editing capabilities, Voice Texts, and streaming music clips. HeyWire Business, launched in2013 is a secure business messaging for customers and co-workers using their existing business phone number.HeyWire Business Cloud provides secure, cloud-based messaging for HeyWire services. Messages can beexchanged with anyone inside and outside of a company even without an app. It's a winner of PWC promiseaward.

$13.3M Lauder Partners

Relay Network [Radnor, 2010]: Relay connects brands with customers through a direct mobile communicationchannel making it easy to connect with customers using text messages. Over 1 million people every month useRelay to connect with companies within healthcare, financial services, insurance, energy, travel and hospitality.

$6MNewSpring Capital, ICG, First Round

Capital

Chatbox [Seattle, 2014]: Part of Tetrapod software, Chatbox is an omni-channel customer collaboration platformthat facilitates customer communication and real-time exchange of customer data in a mobile-first world viaSMS, social and chat. Businesses can manage conversation through both mobile and web. PayPal veteran ScottBanister, former Yahoo President Sue Decker, John W. Rogers Jr., and Graham Holdings, which previously ownedThe Washington Post are among the investors.

$4.45MGraham Holdings, Gotham, Prosperity

Capital

Zingle [Carlsbad, 2009]: Zingle provides a two way text messaging solution to enterprises for increasingcustomer satisfaction and loyalty. Its dashboard(web and mobile app) is used to manage conversations, analytics,contacts and automations. Its portable patented printer print incoming requests like printing food order andvalet ticket requests. Its API enables developers to use platform and data through a programmatic integration.

$1M

listenport.com [Ashburn, 2012]: Business gets a dedicated SMS number and an email address to receivefeedback and reply to it. inbound messages are analyzed through sentiment analysis feature. Inbound messagescan also be shared on company's social media accounts. Its Social monitoring feed lets you see every single post,tweet, mention or Yelp review in one single place. The new services are also accessible through an iOS app

$300K

http://www.heywire.com/

http://www.relaynetwork.com/

http://www.chatbox.com/

http://www.zingle.me/

http://www.listenport.com/


Live Text (2/6)




Training


Teckst [New York City, 2014]: Eckst is a cloud-based texting platform. Businesses of all sizes can use Teckst tocommunicate with their customers from confirming a reservation to texting with an airline to reschedule a flight.Charges businesses for usage. Small businesses can log in from any device with internet (no apps needed).Enterprise solutions are directly incorporated into CRM software platforms. Supports integartion with Salesforce,Desk, Helpscout.

$110K Zelkova Ventures

In The Chat Communications [Waterloo, 2010]: In the chat communications offers text messaging & socialhelpdesk for sales and support. It enables agents to receive and send text messages from browser as well asmobile. Digital IVR routes texts to right agents based on skill based routing integrated with CRM solutions. Itmonitors social web for mentions of products, services and competitors with skill .ased routing

MaRS Discovery District

TextUs [Boulder, 2012]: Adds two way text messaging to existing landline numbers letting business helpscustomer queries from web based dashboard adding two way text messaging. Allows businesses to create andmanage conversations simultaneously from computer. With two-way texting, agents can engage morecustomers, close more deals, and improve customer satisfaction

BizTexter [Spokane, 2012]: The Business Texter app allows businesses to message up to thousands of customersat a time from. Helps to answer queries based on its stored responses and automate marketing with 2 wayengagement solutions. Provides API connections to set up app marketing with customized triggers.

Gratcy [Austin, 2015]: It allows customers to ask queries from businesses via texting on reps business numbers.Provides a dashboard for agents to reply and see customer queries. Triggers can be set up for automated replies.

http://www.teckst.com/

http://www.inthechat.com/

http://www.textus.com/

http://www.biztexter.com/

http://www.gratcy.com/


Live Text (3/6)




Training


Captivated [Indianapolis, 2014]: nables customers to communicate with your business through text messaging.Businesses can Communicate with customers the same way they would communicate with family and friends.Users can access the solution via the web or through Android and iOS device.

Fuse SMS [Burlington, 2014]: Part of Fusemachines, Fuse SMS lets customers can send text messages to businesson their text enables business numbers for queries. It has made a platform for businesses to enable two waytexting channel between businesses and customers.

ClickDesk [Hyderabad, 2011]: ClickDesk helps businesses engage their website visitors directly fromIM's(Skype/GTalk) through a multi-channel customer engagement platform which includes live chat, browserphone (VoIP) and social toolbar, all through a single interface. Enables organizations to answer questions fromtheir web visitors with live chat from desktop or mobile, handle support tickets with the integrated Helpdesk,video chat.

TextRequest [Chattanooga, 2014]: Cloud based business tool that enables customers and businesses to directlyengage each other in real time, two-way text conversations. It gives each business a local 10-digit number and adashboard from which they can send and receive text messages to and from customers. Businesses can sparknew conversations, follow up with leads, or respond to incoming inquiries.

SendSonar [San Francisco, 2014]: It enables companies to communicate with customers over 2-way textmessages such as SMS, and Facebook Messenger. Customers browsing over mobile can text businesses, Throughits API, businesses can send order statuses and messages to customers via texting. Through internal collaborationtools and analytics it helps to improve customer support.

http://www.captivated.works/

http://www.fusetext.com/

http://www.clickdesk.com/

http://www.textrequest.com/

http://www.sendsonar.com/


Live Text (4/6)




Training


TextMagic [Cambridge, 2007]: TextMagic is a business two way text-messaging service for sending notifications,alerts, reminders, confirmations and SMS marketing campaigns. With its API, agents can text directly from theirown app. It converts mails to text and deliver to customers and staff as text with replies in the form of mails ondashboard.

ChattBack [Vancouver, 2012]: ChattBack allows customers to send text messages to businesses number. Itprovides a dedicated local number that customers can text for free, and anonymously, with compliments,complaints, ideas and suggestions. All texts are sent to an online dashboard manageable via login where agentscan read and reply to all messages.

TextUs.Biz [Boulder, 2012]: TextUs.Biz provides businesses two way text messaging platform for customersatisafaction and engagement with existing landline(VOIP) from web and mobile apps. It works alongside CRMtools like Salesforce. Customers can receive and send messages from their phones and businesses can manageconversations on both web and mobile.

Instaply, Inc. [San Francisco, 2012]: Instaply provides live text messaging platform to retailers and brands toengage with customers on mobile and web. It provides directory of text enables businesses where businessescan manage conversations across devices. Free to customers and businesses, it enables consumers to discovertext-friendly businesses and text directly with those businesses from their iPhone or Android device.

OneReach [Denver, 2009]: OneReach provides cloud communication platform where companies can createcustom voice and text solutions. It enables companies to directly convert incoming calls into text conversations.It offers customers the options to use text messaging instead of call holding or using IVR prompts. It also offersan automated text interaction option for customers by integrating IVRs with two-way text messaging. IVR andITR uses customer’s previous communications. It offers integration with desk.com and through its UI, twiliosystem can be managed. Phone and SMS apps can be created by using twilio integration.

http://www.textmagic.com/

http://www.chattback.com/

http://www.textus.biz/

http://www.instaply.com/

http://www.onereach.com/


Live Text (5/6)




Training


Let's Talk [Santiago, 2012]: Let's Talk provides mobile app and website API for providing customer support.Businesses can keep track of agents performance and clients satisfaction. Some of its customers includeChilexpress, Cine Hoyts, eshopex

Hotels

Glowing [Bangalore, 2015]: Glowing.io is a communication solution for hotels with their guests. Providesmessaging through various apps, foreign language support, group messaging using wi-fi. Also offers internal staffmessaging and guest profile management. Other features include assigning messages to teams and managing themessages.

Hotels

Whistle Inc. [Santa Monica, 2014]: Connects customers and businesses via popular mobile messaging apps andSMS for hotels. Businesses can manage customer interactions from a dashboard on both mobile and web. It alsosupport IM's. It offers hotel guests a balance of personalized service, instant gratification and convenience.

Hospitality

Benbria [Ottawa, 2007]: Benbria is the leading provider of real time customer engagement and notificationsolutions. Features include: Loop Mobile Assist (using a smartphone or in-store kiosk, shoppers can quicklyconnect with a store associate with instant text and email notifications), Loop Mobile Pick-Up (notify theretailer by smartphone or in-store kiosk which notifies an associate to pull the product for pick up), LoopMobile Comments (live in-store operational metrics like speed of response; displaying positive andnegative comments; identifying exceptions, trends and strength). Has multiple customers.<span style="font-size:12.0pt;font-family: "Arial",sans-serif;mso-fareast-font-family:"Times NewRoman";color:#222222">

MaRS Discovery District

http://www.ltmessenger.com/

http://www.glowing.io/

http://www.trywhistle.com/

http://www.benbria.com/


Live Text (6/6)




Training


Hospitality

Go Moment [Santa Monica, 2011]: Go Moment’s Guest Communications Platform allows hotel staff tocommunicate with guests via text, mobile, web and email from a single command center. Its web-based platformallows hotel staff to communicate with guests via text through customization and automation. Member of IBMWatson.

Vectr

Automotive

Contact At Once! [Alpharetta, 2005]: Contact At Once! is a cloud-based platform that creates a network ofdigital connections across websites, mobile devices, advertising, review sites and social media providing live chatand text solutions to automotive industries. In-app messaging can be implemented with its comprehensivesoftware development kits (SDKs) and server-side REST APIs that also supports chat and SMS.

$3M Fulcrum Equity Partners

Automotive

My Dealer Service [Denver, 2012]: My Dealer Service is an application for automotive service providers. Userscan send customs SMSs to customers, increase sales conversion by giving customers assurance of unforseenrepairs through photos and videos. It also provides real-time status updates through its application to the servicecustomers know the current status of their vehicle repair.

Virtual Agents

Digital Genius [London, 2013]: Digitalgenius uses proprietary AI, cognitive computing and NLP to automatehuman-like interactions in real time. It can be deployed across multiple channels including text, voice, mobile,social and third party integrations via API providing a omni-channel support. Digital genius for employees deliverpersonalized answers through virtual mentor. With question classification module based on neural networks anddeep learning, it delivers personalized answers. Transform retail experience with its recommendation engine,personalized in-store experience.

$3.25MLumia Capital, RRE Ventures,

Lowercase Capital, Lerer Ventures, Metamorphic Ventures

Virtual Agents

Convo [Calgary, 2015]: Provides customer support solutions via SMS. Businesses need to set up triggers ondashboard for refund policies, store hours. Using artificial intelligence, platform will reply to customer queries.

http://www.gomoment.com/

http://www.autodealerchat.com/

http://www.mydealerservice.com/

http://www.digitalgenius.com/

http://www.convo.ai/


Complaints Resolution (1/3)




Training


Akosha [Delhi, 2010]: Akosha offers an online platform through which it helps Indian consumers in resolvingtheir complaints against brands quickly. The company does this by contacting the higher management of thecompany and if that doesn’t succeed, it helps the customer in approaching a consumer forum for redressal. Alsoprovides OneDirect Suite of enterprise solutions like customer service benchmarking, online feedback CRM, andreputation management solutions. It has raised seed funding from The Morpheus, a startup accelerator and thenseries A and B from Sequoia capital. As of June 2014, it received over 790,000 customer service issues acrosssectors. Pivoted to Helpchat.

$21.2M Sequoia Capital, The Morpheus

Modria [San Jose, 2011]: Modria Resolution Center is a cloud based platform that companies use to deliver fastand fair resolutions to disputes. It integrates with both front and back ends of marketplace, store front, onlineservice or payment network with customized resolution rules. Its platform empowers buyers and sellers to workout a dispute themselves with analytics tools and reporting features.

$13.28MKapor Capital, Advanced Technology Ventures, Battery Ventures, Foundry

Group

Service Technologies Inc [Los Angeles, 2015]: Service helps in solving customer issues on behalf of them.Customers can tell the problem with supporting documentation, and service takes the reasonable issue forward.Currently its services are free for consumers and businesses.

$3.64MArena Ventures, Founders Fund, Menlo Ventures, Maveron, eight

ventures

GripeO [Buffalo, 2012]: GripeO is a website and mobile application to submit product and service complaints inone consolidated location from the convenience of their mobile device or PC.It provides tools to share thecomplaint and make it viral through social media channels with suggested effectiveness and visibilityinstructions. Businesses use GripeO to mediate complaints, identify systemic problems, and improve customerservice.

$20k

Gripevine [New York City, 2009]: Gripevine is a resolution site for customer complaints. It empower consumersto be heard and achieve results while acting as a reputation management system for corporations. It reaches outto businesses on behalf of customer complaints.

http://www.akosha.com/

http://www.modria.com/

http://www.getservice.com/

http://www.gripeo.com/

http://www.gripevine.com/






Training


Fast Track [Lagos, 2014]: Multi-sectorial, web based portal which includes a set of unified customer experiencemanagement functions, including complaint, feedback and survey management, smart ticketing, root causeanalysis, monitoring tool and an integrated analytic report. It further offers periodic mystery shopping routine,customer experience review based on feedback and periodic operational excellence sectorial report.

Ringr [ , 2015]: It acts a middlemen between customers and businesses to solve customer complaints. Acustomer can send a mail to Ringr describing the issue and they take it forward providing an on demandcustomer service model. Pricing based on monthly subscription based at $9.29/month.

CribHere [Bangalore, 2015]: CribHere lets consumers record their complaints in audio format and CribHere takesthe complaint forward. Provides user experience score for different sellers. Currently in beta.

Youstice [Bratislava, 2012]: Youstice is a application that resolves customers claims and helps in building acommunication channel between customers and businesses. Businesses can resolve customer complaints andnegotiate directly. It is a system of interconnected online marketplaces, trustmarks and online dispute resolutionproviders.

Comnio [Austin, 2014]: Comnio provides on-demand customer service across channels such as chat, email, call,phone, social. It helps consumers share feedback about businesses or service providers which can be amplifiedover social media for improved visibility. Enterprises can collect authentic customer feedback and resolvecustomer queries.

http://www.fasttrackng.com/

http://www.getaringr.com/

http://www.cribhere.com/

http://www.youstice.com/

http://www.comnio.com/






Training


Virtual Agents

CogniCor Technologies [Barcelona, 2011]: CogniCor offers an automated complaint resolution system whichuses AI to resolve simple complaints using previous solutions. The system consists of three products namelycognitive virtual assistant, tech support assistant and resolution assistant. Cognitive support assistant givesinstant synthesized answers to customer complaints. Tech support assistant automates tech support assistancefor customers. Resolution assistant captures, understands and resolves customer complaints.

$1.06 M Wayra, Lanzame Capital SL

Mobile First App

IMbee Messenger [Barcelona, 2014]: SaaS enterprise messaging platform to engage with customers in order tobetter manage claims, risk, fraud protection, marketing and eventually improving the customer experience.Available on Windows or Mac, as well as Android and iOS smartphones and tablets. Currently based on afreemium model for individuals with specific set of features requiring organizations to pay per user/month.Allows employees to send encrypted messages with large files, delete remote content, or enhance projectcollaboration and communication among individuals or on projects

Mobile First App

BlurtBox [Orlando, 2015]: Mobile application to address customer complaints in real time. It allows diners to filecomplaints to restaurant managers directly via messaging in real time. Business owners can use reviews toimprove customer experience and to avoid public negative reviews.

Mobile First App

Social Feedback Analytics [Darmstadt, 2015]: Social feedback analytics solutions provider, its product Dagegenprovides a channel to post and share complaints through an app. Complaints are automatically classified,aggregated and analyzed. Companies and organizations access Dagegen complaints and trends to make informeddecisions about the way they do business. Uses semantic analysis and big data analytics for processing commentsand complaints.

http://www.cognicor.com/

http://www.imbeemessenger.com/

http://www.blurtbox.com/

http://www.socialfeedbackanalytics.com/


Feedback Analytics (1/32)




Training



Qualtrics [Provo, 2002]: Qualtrics is a software-as-a-service company which provides a platform to gatherinsights. Products include tools to collect, analyze, and act on voice of the customer, customer satisfaction,employee engagement, 360-degree reviews, brand, market, product concept, and employee feedback.Customers include 6,000 enterprises worldwide, including half of the Fortune 100 and 99 of the top 100 businessschools in the world. Ranked #24 by Forbes on the list of America's most promising companies in 2014.

$220MAccel Partners, Sequoia Capital,

Insight Venture Partners, Sequoia Capital China


RatePoint [Needham, 2006]: RatePoint provides customer feedback services, helps businesses protect and buildtheir online reputation allowing businesses collect customer feedback and leverage it into a sales, marketing andcustomer service asset.Web-based communication services include feedback tools, survey and dispute resolutioncapabilities to provide SMB's with the ability to collect, manage and promote customer feedback directly on theirwebsite and across the web. Has been closed as of 2nd Feb, 2012.

$24.5MCastile Ventures, .406 Ventures, Prism

Venture Management


Vovici [Herndon, 2006]: Vovici is a SaaS company that helps companies engage their customers and increasecustomer loyalty through voice of the customer technology solutions. Its survey, panel management, andcommunity tools help organizations turn feedback into action by integrating customer and employee opinionsinto a company’s strategic direction. Organizations including more than half of the Fortune 500, rely on Vovici forEnterprise Feedback Management. Acquired by Verint in 2011.

$19M Austin Ventures, Mayfield Fund


Questback [Oslo, 2000]: QuestBack provides enterprise feedback management, customer experiencemanagement, Social CRM and market research solutions. The company’s SaaS-based feedback and dialoguesolutions enable organizations to gain actionable insights and build stronger relationships with customers andemployees. More than 5,000 global customers – including Volvo, Ernst & Young, Coca-Cola, Microsoft andBosch – rely on QuestBack to increase customer and employee satisfaction through real-time feedback. Hasmade 4 acquisitions as of now.

$18.7M


Surveypal [Helsinki, 2011]: Online customer support platform to capture real time customer, market andemployee insights and turn their voices into action. capture and report real-time insights and make data-drivendecisions. Mobile and cross-device optimized with automated feedback synched to companies existing CRMsystems and processes. Angel investor is Ari Korhonen.

$2.07MTekes, Vendep, Finnvera Venture

Capital

http://www.qualtrics.com/

http://www.ratepoint.com/

http://www.vovici.com/

http://www.questback.com/

http://www.surveypal.com/






Training



Pick1 [San Francisco, 2010]: Survey and social analytics platform for market intelligence to deliver real timeinsights to businesses. Designs surveys logic based on user opinions and social data, analyze audience withanalytics on opinions and Social Graph of respondents. Fully export responses and social profiles.

$1M InverSur Capital, 500 Startups


Qscript [Delhi, 2013]: Mobile app that enables brands and market research companies to collect responses tosurveys. Businesses can script and deploy any kind of survey on web, mobile and tablet platforms, collect andanalyze all data collected in real-time. Supports regional languages, and offers better data quality andauthenticity. Incubated at CIIE, IIM Ahmedabad.

CIIE, IIM Ahmedabad


Fungru [Bangalore, 2014]: Fungru is a customer engagement platform which captures feedback of customersacross all platforms and integrates and presents one picture to store owners. Has three main products - TabletBased Feedback System, Automated Maintenance Checklist, Customer Grievances Management System. Used by30+ customers in healthcare, hospitality and retail verticals including Embassy Group, Cloudnine, Vasan Eye Care,Nu Hospitals, Kosmoderma. Product of Alitum Solutions


Gorilla.net [Palo Alto, 2005]: It collects customer feedback from various online & offline customer feedbackchannels and transforms them into actionable insights. Using text and sentiment analysis, tags feedback tobusiness departments. Also provides local based analytics on NPS scores. Also provides competitive benchmarkintelligence. It acts as a comprehensive solution for your business to listen to your customers and takeappropriate actions to reduce churn rate


Swurveys [Seattle, 2015]: Swurveys is a survey design platform for mobile. Creates mobile html5 surveys forcompany apps. Uses gamification for user engagement. Pricing based on number of responses. Currently in beta.

http://www.pick1.com/

http://www.qscript.co/

http://www.fungru.com/

http://www.gorilla.net/

http://www.swurveys.com/






Training



SurveyGizmo [Boulder, 2006]: SurveyGizmo is a online survey software tool. Provides features to build andcustomize surveys, share through email, social media etc. and reporting tool to analyse data and trends.


Survaider [Delhi, 2014]: Survaider lets users create gamified and engaging surveys in a drag-and-drop fashion.Transforms the survey into a series of mini-games to make it engaging. The surveys would be filled by shootingballs or sliding through tunnels.


World App [Braintree, 2002]: Keysurvey (part of worldapp) is a form builder tool for building forms for surveysand customer feedback. Provides features to pipe in pre-existing data and auto-fill specific input fields onsurveys, also specific questions can be configured to trigger alerts, create new events or additional surveys etc.


SurveyNuts [Paris, 2014]: SurveyNuts is an online survey software to create online and mobile questionnairesand forms. Has features to edit surveys, make branching logics, view reports and statistics in real time.


Sentimy [Paris, 2013]: Sentimy is used to create surveys to collect the data like opinions, satisfaction forms andmore. Users can visualize the results for insights with our data visualizations. Users can export infographics.

http://www.surveygizmo.com/

http://www.survaider.com/

http://www.keysurvey.com/

http://www.surveynuts.com/

http://www.sentimy.com/






Training



SoGoSurvey.com [Herndon, 2013]: SoGoSurvey is used to conduct online survey research and analyze surveydata. Features include Advanced Survey Design, Share collected information with with team instantly andsecurely, Advanced Skip Logic and Auto-Translate.


Sway [Naples, 2014]: The Swayco is online survey builder and surveying platform that helps users create surveyswhich can embedded on website or on social media. Also helps customers gather surveys by targeting usersthrough partnering with apps and websites and charging for per filled survey. Developers can register and usesurveys to monitize their applications.


Snap Surveys [Portsmouth, 1981]: Snap survey is survey creation tool for creating online surveys, mobilesurveys etc. Has features for survey design, calculations, branching logic, automated notifications and reportingand analysis tools with filters and statistics.


Survs [Lisbon, 2009]: Survs is an online survey tool that allows users to create, distribute online surveys usingemails, social network or website. Users can also view real time results and export them on excel . Pricing basedon number of responses.


Insitez [Amsterdam, 2014]: Insitez is online form builder tool for websites. Has features to build surveys withcustomizable styles and logo, text analytics which can view on web and mobile. Pricing based on number ofresponses and features

http://www.sogosurvey.com/

http://www.swayco.co/

http://www.snapsurveys.com/

http://www.survs.com/

http://www.insitez.com/






Training



Checkbox Survey [Watertown, 2006]: Checkbox Survey Solutions develops enterprise-level online surveysoftware that is available in installable and globally hosted versions. Also offers professional services, sourcecode, API/Web services, customization services, and OEM licenses.


Blitzen [Kitchener, 2014]: Blitzen is a B2B web application to build online forms and synchronize data acrosscloud apps like CRM, marketing automation, and project management tools using simple event-basedautomations. Full launch in Q1 2015.


MyFeelBack [Toulouse, 2011]: With MyFeelBack, companies can ask targeted questions or display messages totheir users and visitors based on who they are and what they do. Voice of customer data can be integrateddirectly into existing CRM and marketing platforms such as Salesforce, Mailchimp or even own proprietarysystem. Helps to generate and share customized reports, view subsets of data with advanced filters and scheduledaily, weekly or monthly reports.


SurveyAnalytics [Seattle, 2003]: From online surveys, mobile data collection, advanced analysis and datavisualization, its platform helps businesses gather and act on information to make better decisions. Provides DIYtools to take control of feedback from real places in real-time.


Opinionmeter [San Francisco, 1994]: Opinionmeter International, Ltd. provides customer satisfaction feedbackand market research survey software. Its cross-platform allows businesses to distribute surveys to wherever theconsumer transaction is taking place, capturing point of experience insights. Also provides text, sentiment andpredictive analytics on top of feedback software. As of August 6, 2014, Opinionmeter International, Ltd. operatesas a subsidiary of PeriscopeIQ LP.

http://www.checkbox.com/

http://www.blitzen.com/

http://www.myfeelback.com/

http://www.surveyanalytics.com/

http://www.opinionmeter.com/






Training



Clicktools [Phoenix, 2001]: Cloud-based survey software for businesses by collecting, centralizing, and acting oncustomer feedback, leveraging CRM. Helps improve customer experience throughout the entire customerjourney while keeping customers engaged and active across your business. Surveys include CSAT, NPS and othercustomer feedback surveys. SurveyMonkey acquired A 49.9 Percent Stake In Clicktools in Jan, 2011. Acquired byCallidus Cloud in Sept, 2014.


Smoke CCS [Johannesburg, 2008]: Capture survey feedback from customers at every touchpoint across everychannel. Gives tools to listen to and understand customers. Eyerys surveys include call-centre IVR, social, email,SMS, USSD, weblink, kiosk, web-chat, QR code, tablet, near field communication (NFC), computer assistedtelephonic interviews (CATI), and computer assisted personal interviews (CAPI). Transform feedback data intointelligent insight in real-time.


Customer Guru [Kolkata, 2014]: Web platform for businesses to manage and analyse customer feedback,customized feedback process based on target audience, measuring customer satisfaction and brand loyalty.Businesses can download feedback to understand consumer trends along with a dashboard for real-time trackingof customer behavior. Task management for customer issues, auto-notifications for concerned departments tohandle customer issues are also offered.


Confirmit [Oslo, 1996]: Provides software that enables organizations to conduct customer and employeefeedback, and market research programs. Voice of the customer and employee solutions to gather feedbackproviding metrics like NPS, CSAT, customer effort scores improving customer loyalty and employee engagement.Customers are primarily Global 5000 companies and Market Research agencies, who use products forfeedback/data collection, panel management, data processing, analysis, and reporting. Acquired


Kanari [Dubai, 2013]: Kanari is a cloud-based technology platform that helps brands measure and managecustomer experience levels across all of its digital and physical customer touchpoints. It aggregates all theinformation collected at each touchpoint and feeds it into analytics & reporting engine which allows brandsto analyse all the collected customer experience data, visualise it, and identify customer experience relatedimprovement opportunities. Working with businesses in a variety of sectors, including hospitality, retail, banking& financial services, telecommunications, transportation and healthcare

http://www.clicktools.com/

http://www.smokeccs.com/

http://www.customerguru.in/

http://www.confirmit.com/

http://www.kanari.co/






Training



Dictanova [Nantes, 2011]: Its platform deploys text mining and big data technologies, and allows companies totake insights from client feedback from satisfaction survey responses, claimings, emails, customer reviews. Alsoavailable in API mode.


Woxxer [Cambridge, 2013]: Data capture tool for segmenting and capturing audience insights via text, social,embedded links on web, mobile, tablets. Its suggestions engine ask relevant questions to help segmentingcustomers annd helps build surveys. Provides opinion trends in real time through visualization tools.


satsum [London, 2014]: Stsum collects feedback across multichannel and analyze it over time and givesvisualization tools to businesses for better customer engagement. It helps in calculating customer metrics likeNPS through a dashboard. Supports integration with Mailchimp, zapier, zendesk, Magneto and other 3rd partyapps. Give 30 day free trial period.


Jabfab Inc. [Washington, 2011]: Jabfab offers a real time feedback platform for listening, engaging and acting oncustomer sentiments. It offers real time mobile feedback solutions for engaging customers in the moment theyexperience the services or the product giving businesses instant insights to act on. It deliver its solutions acrossvarious verticals such as Hospitality, Universities and Colleges, Media and Journalists.

Survey Tools + Market Research - Customer

Metrics

CustomerGauge [Chicago, 2007]: CustomerGauge is a SaaS platform that uses Net Promoter to measure andreport on customer feedback in real time. It sends over one million emails(manual and automatic) a month onbehalf of its customers to collect customer feedback. Its dashboard provides detailed reports on customermetrics. With detailed analytics it provides a detailed view of customer account health and the reason behindcustomer dissatisfaction. It alerts CSM's of customer dissatisfaction and helps to create workflows to trackopened cases to provide better support to customers.

$2.5M Newion Investments

http://www.dictanova.com/

http://www.woxxer.com/

http://www.satsum.com/

http://www.jabfab.com/

http://www.customergauge.com/






Training



Metrics

Peer60 [Alpine, 2012]: Peer60 is a cloud-based B2B market/customer intelligence platform for Mobile. Providessolutions to discover customer demographic insights for B2B companies and healthcare providers. The 'Reaction'platform enables companies to measure NPS scores and gauge customer reaction and feedback through surveys.Also offers analytics and custom research capabilities for market research. Key Customers- Acuo, Agfa,Caradigm, Transunion, Himms, GE healthcare, Philips and Sectra.

$750k


Metrics

Trustfuel [Atlanta, 2015]: Customer success management platform for B2B organizations to finf promoters for acompany through its NPS platform. Dashboard shows businesses feedback in real time from all customers.Businesses can filter by score and even search for keywords in specific comments.

$400k


Metrics

Hively [Portland, 2011]: Hively helps businesses collection real time feedback from customers and rewardsemployees based on feedback collected. Each employee uses its personal rating snippet of code to collectfeedback from email, ticket or other integrated systems.

$25k Portland Seed Fund


Metrics

Samelogic [San Mateo, 2015]: Helps to collect customer feedback through emoji based surveys which aremobile first. Customers can also send the feedback through a selfie or through a video recording.


Metrics

Feedback Sign [Madison, 2012]: FeedbackSign collects customers’ feedback’s in real time. Positive feedback’sare turned to ads on social networks. Negative feedback’s are submitted directly to businesses, protecting fromonline negative reviews. Auto-replies are provided according to defined definitions, enabling support agents toimplement a single policy across all locations.

http://www.peer60.com/

http://www.trustfuel.com/

http://www.teamhively.com/

http://www.samelogic.com/

http://www.feedbacksign.com/






Training



Metrics

Starred [Amsterdam, 2012]: Client feedback tools for businesses with real time dashboards for visualization offeedback. Offers API for integrating with CRM systems with a 30 day free trial period.


Metrics

Tracksale [Belo Horizonte, 2012]: Tracksale is a Online Post-Sale Tool. Highly simplified questionnaires to obtainspontaneous feedbacks of customers, generating graphical reports in real time, contributing to the evolution ofthe company (online or offline) and their products and services. They use Net Promoter Score, Trackrank,Backrank to calculate the level of satisfaction and loyalty from customers.


Metrics

getSayDo [Indianapolis, 2013]: Build for enterprises to manage their feedback from suppliers for better supplierrelationship management. Enterprises use it to understand how stakeholders want to improve supplierperformance, for segmenting customers by their satisfaction score to improve support.


Metrics

SatisMeter [Prague, 2014]: SatisMeter helps businesses measure and improve customer loyalty using NetPromoter System. We provide a widget that can be embedded into any website/app, so the survey pops updirectly on the website / inside the app.


Metrics

Feedato [Mumbai, 2015]: Feedato is a mobile app which allows hospitality industry enteprises to take feedbackfrom the customers. The users can customize their feedback forms and design it accordingly. Performs analyticson the feedback received and reports the user. It is platform agnostic.It is cloud based and the data is directlystored in servers.

http://www.starred.com/

http://www.tracksale.co/

http://www.getsaydo.com/

http://www.satismeter.com/

http://www.feedato.in/






Training



Metrics

Chattermill [London, 2015]: Chattermill developed an NLP tool which helps companies collect open-endedfeedback at scale. They give micro-surveys and use natural language processing and machine learning tocategorise and measure each sentence in open ended responses. These insights can boost repeat purchases andincrease conversion rates.


Metrics

Kwest [Chennai, 2014]: Part of Researchsuite Technologies, Kwest captures real time voice of customer - Appbased feedback form, QR Code, voice and video clippings and converts them to actionable insights forrestaurant, salon and health industries. Helps businesses understand customers, measure satisfaction andmicromarket brand.


Metrics

NomNom Insights [London, 2015]: NomNom Insights provides a platform that allows enterprises to aggregatecustomer feedback about brand and products from various sources in a collection such as NPS results andcustomer testimonials. It provides analytics behind the customer feedback and send alerts to CSM for betteranalyzing feedback.


Metrics

AskNice [Auckland, 2014]: AskNicely tracks Net Promoter Score on a daily basis and drives word of mouthreferrals for your brand. Itsolves this with an automated, one click customer experience survey tool.Automatically syncs to your MailChimp / Campaign Monitor email database or you can upload your customerdatabase once a month or automatically send a feedback survey when a ticket is closed.


Metrics

Nicereply [Bratislava, 2010]: Platform for tracking customer experience and improving it. It asks for feedback onevery interaction with clients via email, chat or web page. It shows customer service stats through a dashboardthrough customer ratings from NPS, CSAT, CES. Supports integration with Desk, Zendesk, Salesforce and othersystems.

http://www.chattermill.io/

http://www.kwestcsat.com/

http://www.nomnom.it/

http://www.asknice.ly/

http://www.nicereply.com/






Training



Metrics

Opinsta [Birmingham, 2013]: Formerly known as Votehero, Opinsta provides tools and insights to listen,understand and engage with customers. It uses NPS and CSAT to benchmark customer service. Queries orcomplaints can be escalated to agents.


Metrics

Delighted [Palo Alto, 2013]: Delighted aims to help businesses collect and analyze customer feedback. Offersone-click survey tools to track Net Promoter Score and general customer satisfaction. Other features include theability to trigger surveys with certain in-product events, to cap the number of surveys that a customer has seen(not just from the user but from any Delighted business), and to send team members email digests highlightingpositive and negative feedback. Major customers include Design Within Reach, Bonobos, Eventbrite, Goodreads,TaskRabbit and Hotel Tonight. Raised funding from Google Ventures, Shasta Ventures, SV Angel, Designer Fund,Fuel Capital, Relay Ventures, Ben Ling, Bobby Goodlatte, Jason Shellen and Fred Reichheld.


Metrics

Evertrend [Paulo Afonso, 2015]: With its platform organizations can engage with customers throughmultichannel feedback collection to dashboard analysis. It collects feedback through surveys, text, call, socialincluding data from CRM, ERP. With voice of customer text analytics it generates insights from data.


Metrics

Hello Customer [Ghent, 2014]: It collects feedback through various channels such as email surveys, textmessages, QR codes, call centers and generates insights by also merging CRM data in feedback data to bringactionable information about customers. It allows to benchmark feedback across departments, demographies orcustomer segments.


Metrics

Customer Radar [Auckland, 2012]: Customerradar enables customers to give feedback to clients by mobile andweb. By collecting feedback and complaints from customer, it provides insights to businesses through itsanalytics engine featuring live NPS and industry benchmarking on a dashboard. Serves Retail, Hospitality,Automotive, Healthcare sectors.

http://www.opinsta.com/

http://www.delighted.com/

http://www.evertrend.com/

http://www.hellocustomer.com/

http://www.customerradar.com/






Training


Survey Tools + Market Research - In-Store

Feedbox [Raanana, 2010]: Collect customer feedback at the point of sale, analyses in real time, and providesinsights with its CEM platform. Gathers feedback from touchscreen terminal or through a web based interface.


You Review [Melbourne, 2014]: You reveiw is an in-store customer feedback platform that’s customisable,anonymous. It help businesses improve their performance across both retail and service based industries. Livecustomer feedback is captured on in-store devices primarily positioned at POS.


VIGIL [Auckland, 2015]: It collects, collate and analyse real-time customer feedback creating outcomes forbusinesses to act on. Its real time tools provide an immediate response to issues via email or text to key peoplein organisation, about customers experience.


Fosubo [San Francisco, 2013]: Fosubu is a SaaS solution which customers use to individually review retail storerepresentatives which they interacted with. Through its platform businesses can provide real time supportsolutions to its customers. Reviews are received, processed and analyzed, in order to deliver actionable insightsto the right stakeholders in the company.

Survey Tools + Market Research - On-Site

iPerceptions [New York City, 2000]: iPerceptions provides Active research, technology capturing customerperceptions in supporting businesses to increase sales and improve support. Captures visitors’ intent, needs, andexperiences in the moment of truth using advanced engagement technologies. Captures actionable feedbackfrom customers with online surveys.

$3.65M Telesystem Ltd., Wellington Financial

http://www.feedboxcem.com/

http://www.you-review.com.au/

http://www.vigilcem.com/

http://www.fosubo.com/

http://www.iperceptions.com/






Training



WebEngage [Mumbai, 2011]: WebEngage is a SaaS toolkit for collecting feedback, getting customer insights anddriving conversions for online businesses. At the core of WebEngage is its "targeting engine" which can be usedto identify visitor segments (like referring site, geo location, cookies etc) and throw a particular questionnaire ormessage to them. Have 1000+ websites in over 30 countries as customers. Clients include Flipkart, Snapdeal,eBay, Jabong, Myntra, Homeshop18, Yatra and makemytrip. Plans to build a product to help improve customerengagement in mobile apps

$500KIndian Angel Network, GTI Capital

Group, Blume Ventures


Survicate [Warsaw, 2013]: Survicate is a online surveys builder tool. It lets you track your website visitors andsurvey them on-site with widgets and targeted calls-to-action and build detailed profiles of visitors based onanswers, interactions, browsing history, purchases and data from other apps. Integrates to mailchimp, googleanalytics, hubspot and more


VisitorEngage [Hyderabad, 2013]: VisitorEngage is a SaaS tool for online businesses to collect feedback, runsurveys and push notifications on the website based on the users’ behavior. Visitor notifications can becustomized by the users of the product which implements behavioral targeting, dynamic personalizednotifications and triggering which are automated. Users can also access detailed reports with visual analytics, forwebsite visitors that can also be downloaded in CSV format. Available in a freemium model for basic features anda paid subscription model for additional features and white label solutions. Paid packages range from $19 - $199per month.


CustomerSure [Godalming, 2010]: CustomerSure provides web-based software to help businesses collect andact on feedback. Business can create a dedicated customer service area for their website, which makes it easy togather feedback through multiple feedback tools. Businesses can manage actions and responses for every pieceof feedback.


sayquick [California, 2015]: Sayquick allows customers to leave leave voice feedback to businesses from websiteas well as mobile with two way auditory feedback solutions. It supports desktop and laptop native recording. Is inbeta stage as of now.

http://www.webengage.com/

http://www.survicate.com/

http://www.visitorengage.com/

http://www.customersure.com/

http://www.sayquick.com/






Training


Survey Tools + Market Research - SMS

TxtFeedback [Cluj-Napoca, 2012]: TxtFeedback is a cloud-based SMS feedback management and reportingsystem that enables companies to communicate easier with their customers. It helps companies to increasetheir customers’ experience by providing a platform for them to easily send feedback from their mobile phones.Via TxtFeedback users can respond right away, analyze customer messages afterwards and take necessaryactions.

€30k LAUNCHub


Spot Survey [Seattle, 2013]: Businesses can put their code and text number on on the receipt, table tent, at thecash register or on an insert in the customer’s bill. When customer texts the keyword to the number, they getmobile surveys to rate their experience. All survey results are aggregated into an analytics dashboard to read andreceive instant alerts when a comment is received


YepChat [California City, 2015]: YepChat allows every business to receive anonymous feedback from theircustomers with a simple text message. Currently live at restaurants, gyms, car dealers, and other retailbusinesses


BamText [Charlottetown, 2014]: Customer feedback system allowing customers to send instant, free, privateand anonymous text messages through SMS to business owners or managers with compliments, complaints,suggestions or questions, all while remaining 100% anonymous.

Survey Tools + Market Research - Restaurants

triibe [Singapore, 2012]: Triibe offers a platform for the businesses to get faster feedback from their customers.Customers visiting a triibe enabled restaurant, spa etc can provide their feedback with certain remunerationsfor their honest feedback thus enabling the businesses to know their customers better. The company chargesthe businesses having triibe with a monthly subscription fee. Provides real time analytics based on feedbackcollected through a dashboard in form of charts and reports.

$40K

http://www.txtfeedback.net/

http://www.spotsurvey.me/

http://www.yepchat.com/

http://www.bamtext.com/

http://www.trii.be/






Training



Voyce [Bangalore, 2015]: Offers a customer feedback platform for restaurants to take feedback from customersand target them based on the feedback. Claims to have 20 clients as of November 2015. Acquired by Exotel foran undisclosed amount in November, 2015.


Instio [Kochi, 2015]: Instio is a feedback management system that helps to collect feedback from the customersin hotels, restaurants, resorts etc. Feedbacks collected through its feedback system are analyzed and insights areprovided to improve the customer experience.It can also be integrated with the customer's social media.


Elevate [Prescott, 2014]: Elevate is a customer feedback platform for restaurants. Restaurants can design theirown survey or use the exisiting template for the surveys and the customers are invited to take the surveysthrough a business card link or email, while the businesses can provide incentives for customers to take thesurveys. Also provides connect button to directly talk to frustated customers regarding issues and happycustomer can access link to facebook and review site pages for posting likes and reviews. Pricing based onnumber of locations.


CustomerSounds [Brussels, 2014]: It collects and manages customer feedback from stores and social media onmobile, stores, Wi-Fi or kiosks. Analyses sentiment in feedback and provides a dashboard and weekly reportingsolutions.


Brevada [Toronto, 2014]: Solution for getting feedback and engaging with customers for restaurants. Receivefeedback on each segment of business through mobile, tablet surveys and QR codes. It does intra-day, industrybenchmarks and analysis.

http://www.myvoyce.in/

http://www.instio.in/

http://www.elevateresearch.com/

http://www.customersounds.com/

http://www.brevada.com/






Training


Customer Experience Management -Omnichannel

Medallia [Palo Alto, 2001]: Medallia, SaaS based customer experience management company enablescompanies to capture customer feedback across web, social, mobile, and contact center channels, understand itin real-time. Its text analytics solutions helps to analyse the customer experience journey and detecting voice ofthe customer sentiments. Medallia integrates either by batch or by API. Batch integration offers set schedules forsecure data transfers between your data warehouse and the Medallia application. Alternatively, API integrationis able to transfer and process data in real time. Either approach allows for seamless communication betweenMedallia and existing systems — whether they’re from Oracle, Salesforce, or another vendor entirely. Some ofits customers include Verizon, Macy’s, Sephora, Honeywell, Wells Fargo, Sony, Four Seasons, Sodexo, andMercedes.

$255 M Sequoia Capital, Sequoia


Attensity [Palo Alto, 2000]: Attensity's Natural Language Processing (NLP) technology surfaces events, entities,relationships, language and context from volumes of unstructured text. It has three products, Analyze (track andanalyze raw text to uncover business insights about brands, products, competitors, customers and industry),Attensity Q (social listening text analytics solution) and Attensity’s Semantic Annotation (NLP API). Attensity was2015 IT World Awards Finalists, 2014 Computer Software Development – Best of 2014, Palo Alto. Customersinclude Northrup Gumman, Booz, Allen & Hamilton, CapGemini. IMCap Partners acquires Attensity Europein Jan'16.

$105.4MPalomar Ventures, IQT, Jefferson

Capital Partners, The Entrepreneurs, Highway 12 Ventures, Triangle


Clarabridge [Reston, 2006]: Spun out of Claraview in 2006, Clarabridge provides a CEM platform to collectfeedback through multichannels - mobile, email, IVR, desktop, social channels, text, surveys, blogs to capture thevoice of the customer. With text analytics, sentiment analysis and NLP it helps to manage unstructured feedbackand provides real time actionable insights which is integrated with CRM systems to provide better services tocustomers. Some of its customers include AOL, Capital One, Expedia, Intuit, Walmart, United Airlines andMarriott International. It acquired Engagor and MarketMetrix in 2015 and 2014.

$103.46MIntersouth, Boulder Ventures,

Grotech, Harbert, General Catalyst Partners, Summit Partners


Allegiance [South Jordan, 2005]: The Allegiance platform is a feedback system that continually collects andanalyzes the voice of customers and employees. Collects feedback through multiple channels (email, Web, print,phone) and accumulates them in a central database for analysis. Service offerings include professional servicesfor best practices consulting, training and support. Allegiance text analytics is based on NLP technology. Majorcustomers include VMware, Chevron, Dell, Intel, Visa, Citi, Johnson & Johnson, and Frost Bank. Was rankedNo. 5 on the Inc. 500 list of fastest growing, privately held software companies in 2009 and number two in theTop 10 Growth Chart by the Software 500 in 2010. Got acquired by Maritz holdings in 2014 to form MaritzCX.

$51.7MAllegis Capital, Nippon Venture

Capital, Rembrandt Venture Partners, El Dorado Ventures

http://www.medallia.com/

http://www.attensity.com/

http://www.clarabridge.com/

http://www.allegiance.com/






Training



Satmetrix [San Mateo, 1997]: Formerly known as CustomerCast,Inc; Satmetrix Systems offers data analyticssoftware that helps businessses measure, manage, and improve performance and customer retention. Itprovides Satmetrix NPX, a software platform to improve customer satisfaction and promote customer loyaltyand NPS, a metric for measuring and acting on customer loyalty data. The company also offers customerexperience management (CEM) and CEM business consulting services, including design, strategy, analytics, andimplementation. Acquired Informative in 2007.

$28.5MSutter Hill Ventures, Stanford

University, Aspen Ventures


OpinionLab [Chicago, 1996]: OpinionLab provides omnichannel voice of customer feedback solutions, withclients including half of Fortune 50 organizations such as Walmart, Bank of America, Ford Motor Company, andmany more. It collects website, mobile, product, in-store and winter release feedback. With patented real-timelistening technology across multi touch points, its platform invites consumers to share input in their own words,at anytime, from anywhere, helping organizations collect, understand, and leverage both structured andunstructured customer data.

$15M SSM Partners


Luminoso [Cambridge, 2010]: Luminoso is an enterprise software company creating and selling technology thathelps clients to understand, measure and act on large amounts of unstructured text across multiple channels.Other than finding the key words, Luminoso also finds the key concepts, ideas, thoughts, and feelings that driveconsumers' choices. It analyses data from Surveys, Social Media, Reviews, Forums, Focus Groups, and CallTranscripts. Angel investor include George Kassabgi.

$8M Digital Garage


BirdEye [Sunnyvale, 2012]: BirdEye enables businesses to manage their reputation, listen to customers, managenegative reviews and promote good reputation on major sites like Facebook, Google, Yelp, and Yahoo. It collectsdata both structured and unstructured from all sources social channels, review websites, NPS surveys, supporttickets and provides business reputation management solutions through a single dashboard. It also providescompetitive benchmarking, helps to improve search with SEO rich review micro-websites for each location, auto-promotes positive reviews to websites, social channels and search engines.

$8M Trinity Ventures


The Fizzback Group [London, 2004]: Fizzback provides customer engagement solutions platform allowing itsclients to listen, engage and act in real time across text, email, web and voice to their customers comments. Itenables businesses to derive true economic benefits by increasing customer lifetime value and positive word-of-mouth. Feedback captured at the point of experience is analysed using a unique artificial intelligence engine,driving relevant responses. Its customers include large retail, telco and financial enterprises. Got acquired byNice Systems in 2007.

$7.4MAdvent Venture Partners, Nauta

Capital

http://www.satmetrix.com/

http://www.opinionlab.com/

http://www.luminoso.com/

http://www.birdeye.com/

http://www.fizzback.com/






Training



Empathica [Mississauga, 2001]: Empathica provides SaaS based customer experience management programsservicing the customer feedback needs of brands and agencies. Collects feedback from feedbacksurveys/questionnaires and provides dashboard for improvement management solutions, marketing insights andconsulting services. Got acquired by Mindshare Technologies in Oct'13. Mindshare and Empathica merged toform Inmoment in June'14.

$7M JMI Equity


ResponseTek [Vancouver, 1999]: ResponseTek Networks Corp provides on-demand CEM software solutions,transforming the voice of the customer into actionable business intelligence. Its listening platform providesmultichannel feedback collection, sentiment and text analytics, social media listening, real time insights, selfservice knowledgebase tools, skill based routing solutions. Some of its customers include HSBC, Vodafone,Barclays, Aon, Rogers. Won 2015 best customer experience vendor award.

$6MBeedie Capital Partners, GrowthWorks

Capital


Kampyle [Ramat Gan, 2007]: Kampyle provides a feedback analytics platform. Capabilities include business logicand intelligent routing that enable comapnies to route the customer feedback collected around Net PromoterScore to the right person or persons at the company for resolution. Combines feedback analytics with traditionalweb analytics to enable lead generation from feedback. Integrates with CRM, Marketing and Analytics providers.Dr Yossi Vardi and Shlomo Nehama, the former CEO of Poalim bank in Israel are angel investors.

$1M Carmel Ventures


CloudCherry [Chennai, 2013]: CloudCherry offers a web-based platform to SMBs that enables them tounderstand their customers and get insightful data to drive store sales. The platform is also available on mobilewhich is a customer sentiment mapping app which allows businesses to build their own questionnaire withbranding to share with customers. Helps businesses to collect feedback and see all the data in a visual InsightCentre, with Scorecards, comments, analytical insights along with the Customer Delight Meter that measures thedelight experienced by their customers. The company is registered in Singapore with the team located inChennai. Capillary Technologies has taken a minority stake in the company.

$1M IDG Capital Partners, Chennai Angels

http://www.empathica.com/

http://www.responsetek.com/

http://www.kampyle.com/

http://www.getcloudcherry.com/






Training



SetuServ [Chicago, 2012]: SetuServ's mission is to help clients derive actionable intelligence from their raw textdata by using their technology solutions that combines experts, crowdsourcing and machine learning algorithms.They claim that the enterprises today have access to various sources of unstructured data such as social mediadata, user feedback etc. that contain rich insights, but machines can only analyze it partially as the data is notstructured. They have developed a proprietary model called Skierarchy that allows them to handle complex taskswhile maintaining high quality and privacy of the clients data by using machine learning techniques to filter forthe information that could be of interest and to assist the crowd with productivity and quality.

$160 k


viavoo [Boulogne-Billancourt, 2009]: France-based provider of sentiment and text analytics software forcustomer feedback. It provides companies with a full range of Customer Experience and social CRM softwaresolutions designed to better understand and engage with their customers across multiple channels, including e-mail, chat, surveys, social media, blogs, forums, and other customer touchpoints. Customers includeCdiscount.com, Voyages-SNCF.com, Vente-Privee.com, Bouygues Telecom, Nivea and Europcar, among theothers

2.1M Crédit Agricole Private Equity


Etuma [Helsinki, 2011]: It categorizes multi-language customer feedback by viewpoint, topic and sentiment.Collects feedback from social channels, forums, contact centers and others and generates insights, trends andreports on customer insights. Detects the sentiment per category,aspects of product, service or campaign arepositive or negative in real-time and in ten languages.

Finnvera Venture Capital


InMoment [Salt Lake City, 2002]: InMoment is a cloud-based customer experience (CX) optimization platform.Products and services include Voice of Customer (VoC), Social Reviews & Advocacy, Employee Engagement,Support, and Consulting. Serves industries including food services, retail, and contact center industries, withdeep domain expertise in B2B, healthcare, hospitality and numerous others. In 2014, Mindshare Technologiesand Empathica merged to form InMoment.

Peterson Partners, Sorenson Capital

http://www.setuserv.com/

http://www.viavoo.com/

http://www.etuma.com/

http://www.inmoment.com/






Training



Attensity Europe [Saarbruecken, 2000]: Attensity's Natural Language Processing (NLP) technology surfacesevents, entities, relationships, language and context from volumes of unstructured text. It has three products,Analyze (track and analyze raw text to uncover business insights about brands, products, competitors, customersand industry), Attensity Q (social listening text analytics solution) and Attensity’s Semantic Annotation (NLP API).Attensity was 2015 IT World Awards Finalists, 2014 Computer Software Development – Best of 2014, Palo Alto.Customers include Northrup Gumman, Booz, Allen & Hamilton, CapGemini. Got acquired by IMCap Partnersin Jan'16, seperating from its parent company.


TrueSemantic [Hyderabad, 2015]: It enables companies to capture customer feedback, analyze &understand it in real-time, and take action to improve customer experience. Its multi channel(Mobile, Website,Social media, Review sites, SMS, IVR & Email) feedback system enables companies to capture structuredand unstructured customer feedback from the customers real time. Based on the insights got from thefeedbacks, alerts are sent to the relevant teams to resolve the customer issues in real time. In private beta as ofNov'15.


EpiAnalytics [Carlsbad, 2008]: EpiAnalytics provides text and sentiment analysis to automate response tocustomer service requests and survey comments. EpiAnalytics solution suite consists of three main offeringsdesigned to improve the customer experience before, during and after a customer engages with an organization.Products include RedFlag™, SmartCase™, and EfficiencyReason™. The EpiAnalytics embedded real-timetechnology automatically identifies the reason why customers are contacting an organization. Text analyticsautomatically code inbound emails, Cases, Leads and survey responses. It also analyzes Twitter or Facebookcomments.


Lexalytics [Amherst, 2003]: Lexalytics’ suite of products and services offers the ability to extract entities andrelationships from various content, summarize information and determine the sentiment or tone of any source.Customers of Lexalytics include search technology companies, market research companies, social mediamonitoring vendors, voice-of-customer vendors, eDiscovery vendors, PR & marketing agencies, newswires,and standalone Fortune500 companies like Cisco and Thomson Reuters. Acquired Semantria in Jul'2014.

http://www.attensity.de/

http://www.truesemantic.com/

http://www.epianalytics.com/

http://www.lexalytics.com/






Training



Mopinion [Rotterdam, 2010]: Its cloud platform captures feedback, analyses text and quantitative data in real-time. Provides drag and drop form builder, connect with API's and SDK's. Clients include Microsoft, TomTom,Deutsche Telekom, Volkswagen, Audi, and more.


kling.io [Miami, 2014]: It collects customer conversation from various channels - SMS, Social, forms, voice,reviews sites which it analyzes using NLP for routing, escalation or customer intelligence purposes. Provides asingle platform through which businesses can communicate across any channel with their customers andenhance customer retention and transaction


SandSIV [Zurich, 2010]: End-to-end Customer Experience Management (CXM) enterprise SaaS solutions enablereal-time business transformation. Collects, stores and analyzes all form of customer feedback through its bigdata platform. Does real-time Text Mining, Text Classification, Sentiment Analysis and Predictive Analytics for thefollowing industry verticals: Automotive, Entertainment, Financials, Hospitality, Media, Retail, Telecoms,Transport and Utilities.


MaritzCX [South Jordan, 2014]: Matritz holdings and Allegiance software merged to form MaritzCX throughacquisition of Allegiance software in 2014. Its platform (Allegiance Platform) is the big data architecture based onHadoop and elastic search that collects data from different feedback channels, extract insights and make itavailable to all. collect, integrate, and normalize data from every customer channel and make it directly availableto the people and CX tools that need it from sophisticated text analytics and data mining to responsivedashboards and case management tools.


TheDecisionLabs Consulting [Bangalore, 2014]: It is a technology solutions and products provider for SMEs inthe field of social, mobile, analytics and cloud. Offers 3 products - CEMPIA, EMPGAGE, TAXI. CEMPIA is acustomer experience management platform for hospitality, retail and healthcare industries whose featuresinclude customer loyalty, satisfaction, intelligence etc. EMPGAGE is an employee engagement platform whosefeatures include corporate communication, team management, project collaboration, knowledge management,HR analytics etc. TAXI is a text analytics and interface platform whose features include email analysis, survey,customer interaction, feedback management and analysis etc.

http://www.mopinion.com/

http://www.kling.io/

http://www.sandsiv.com/

http://www.maritzcx.com/

http://www.thedecisionlabs.com/






Training



RepuFact [Bangalore, 2015]: B2B solution launched by GoodHotel Network to enable hotels track customerreviews and ratings across travel blogs and booking sites. Its NLP based solution helps track reviews in 126languages along with sentiment analysis based on their algorithm. Suite of solutions include Repufact, Datafactand Feedfact with offerings spanning across quantifying customer feedback, data based on based ondepartments, regions, demographics, language and competition, customized reporting and dashboard feature.Partnered with ReziNext to tap into a base of 2000 hotels. Raised a commitment of $1.2M towards a seed fundfrom a Mysore-based HNI.


Omoto [Bangalore, 2015]: Omoto is a customer feedback management platform. Offers omni-channel feedbackgathering, issue management, ticketing for customer issues with customer engagement tools. Also providesanalytics and insights regarding customer feedback on the dashboard, collaboration with various departmentsand social media marketing tools.


Feedback Unlimited [Paris, 2015]: Solution to track customer satisfaction, using video streams and sentimentanalysis. It does video mining on CCTV videos, text and data mining on data like emails, comments, articles,tweets. Feedback NLP analytics can detect emotions and sentiments and helps in analyzing customer feedbackand their behaviours.

Customer Experience Management -

Omnichannel - Retailers

Capillary Technologies [Bangalore, 2008]: Capillary offers an Intelligent Customer Engagement platform toretailers and consumer businesses - managing the entire life cycle of customer data from acquisition, analysis,insights and activations. SaaS provider of end-to-end Multi-Channel Customer Engagement, Big Data, CustomerIntelligence, Clienteling, Real-time Loyalty and Social CRM solutions to 150+ enterprise customers - with over10,000 locations and 75M shoppers. Marquee customers include Marks & Spencer, Pizza Hut, Puma,Benetton, KFC and Courts, have realised as much as a 4-6X ROI from customer engagement across every majorchannel, including in-store, mobile, online, e-mail, and social by leveraging Capillary’s solution. Present acrossAsia-Pacific, EMEA and North America. The company has also been named: a Gartner 2013 Cool Vendor, amongHarvard Business Review’s Pioneers of Reverse Innovation and to Mint WSJ, Bloomberg Businessweek’s HottestTechnology Businesses 2013. Capillary is financed by Sequoia Capital, Norwest Venture Partners and QualcommVentures. The company claims that the retailers realize a 15% increase in Average Basket Value and 30%increase in their customer retention rate using its solutions. Acquired a minority stake in Cloud Cherry analytics.

$79.1MSequoia Capital, Norwest Venture

Partners, Qualcomm, InnoVen Capital, Warburg Pincus

http://www.repufact.com/

http://www.omoto.io/

http://www.feedback-unltd.com/

http://www.capillarytech.com/






Training


Customer Experience Management -Omnichannel -

Automotive

Vital Insights [Mississauga, 2005]: Vital Insights’ flagship Foresight platform distributes, gathers and managescustomer feedback, and triggers ‘unhappy customer’ alerts to staff in real-time. Its newest product, ForesightMobile, enables clients to respond to issues directly from their wireless smartphones. With offices in Arizona andGermany, It serves over 125,000 enterprise users across over 4,000 automotive dealerships with global brandsincluding Mercedes-Benz, Maserati, Jaguar Land Rover, Volkswagen, BMW, Audi, Infiniti, etc.

$20M Bregal Sagemount


Automotive

AutoNinja [Bangalore, 2013]: AutoNinja offers products/platform for the automobile sector. Their flagshipproduct NinjaCRM is a complete suite of CRM for Sales, Service & Insurance - with focus on Mobile &Social CRM. Advanced features, such as full telephony integration, autodialer, campaign management andmobile app are included. Accessbox mobile app for CRM through features such as syncing user and car details,sending messages to customers service booking call and form option and drive incoming enquiries along withdetailed analytics dashboard inbuilt within the app. Other products include Blinktag for social media marketingand brand visibility management and Exporium - a tablet based CRM app for sales team. Has 20+ automobileclients.


Restaurants

Mobikon [Pune, 2008]: Mobikon, a Singapore and India based company, provides SaaS based CRM andengagement platform for restaurants via its Konekt Platform. Konekt includes product modules fortablet/smartphone based customer reviews, table management and guest profile creation, eMenu and loyaltyservices. 400+ outlets use Konekt in India, Singapore and Dubai. 25K reviews/ month. 1.37 M customersengaged. Acquired Triibe (customer engagement startup) in an all-cash deal in August 2015.

$4MJungle Ventures, SPRING Singapore,

Lion Rock Capital, Life.SREDA

Customer Experience Management -Benchmarking

StellaService [New York City, 2008]: Stellaservice measures, benchmarks and evaluates businesses based on theoverall customer experience. It measures the customer service, shipping, delivery and returns of the largestretailers by ordering and returning real products with sales and service teams – all anonymous to the retailer. Itoperates a team of analysts dedicated to stress testing the operational performance of online retailers. Themeasurement process is audited by KPMG. Its seal is used across shopping sites, search engines and marketingcampgains and offers two tags- elite and measured.

$39M

Battery Ventures, RRE Ventures, Forerunner Ventures, Gotham

Ventures, Consigliere Brand Capital, LLC, Norwest Venture Partners, Comcast Ventures, Toba Capital

http://www.vitalinsights.com/

http://www.autoninja.net/

http://www.mobikontech.com/

http://www.stellaservice.com/






Training


Customer Experience Management - Social

newBrandAnalytics [Washington D.C., 2010]: newBrandAnalytics provides a monitoring and analysis productthat mines customer reviews from social sites like Yelp, Facebook, Twitter, Trip Advisor. The company’s flagshipproduct, called Social Guest Satisfaction, harvests credible customer feedback and then uses patent-pendingalgorithms to interpret, qualify, and categorizes each customer mention. The company serves clients across foodand beverage, hospitality, retail, and government industries, including Five Guys, Hyatt Hotels, Hersha, RubyTuesday, Darden, Dick’s Sporting Goods, the District of Columbia and many more. Angels include Barry Sternlicht,Ted Leonsis, Neil Shah. Acquired by Sprinklr to build its contextual and Predictive Analytics platform.

$35M

New Enterprise Associates, The Entrepreneurs' Fund III, Revolution

LLC, Quest Hospitality Ventures, Revolution


Kanjoya [San Francisco, 2006]: Kanjoya offers workforce and customer analytics. Kanjoya created Perception™as a cloud-based platform for businesses to better understand their employees and customers. Perceptionenables businesses to analyze and understand the emotion and intuition that influence action, known as intuitiveanalytics. It uses NLP and machine learning for transforming unstructured feedback into structured and deriveinsights and predict customer behaviour. Acquired spillnow in 2014.

$13.5MD.E. Shaw & Co., SV Angel, Constantin Partners, Floodgate, Allegro Venture

Partners


Scout Labs [San Francisco, 2006]: Scout labs provides web based applications for social media tracking andanalytics. It provides a collaborative platform for companies and agents to listen to customers and better engagewith customers. Its dashboard collects and analyses blogs, sentiment, graphs, photos and all the buzz aroundbrands and provides.

$4MEl Dorado Ventures, Javelin Venture

Partners, Minor Ventures


Synapsify [Bethesda, 2012]: Synapsify uses a combination of natural language processing and deep learning torank and sort the most important pieces of information in text. This allows organizations save time, money andgain actionable insight in understanding content, social media and feedback. Synapsify is available via an easy touse API and on demand reporting services for listening, curation and moderation needs. Customers includemultiple FMCG companies and Cisco.

$1.45MMiddleland Capital, ICG Ventures,

Fortify Ventures


Squareify [Ruckersville, 2013]: Reputation management platform which helps companies turn their onlinereputation into sales by monitoring companies reputations, connecting companies with customers, andmarketing a companies online reputation directly through companies websites. Gives customers a voice byallowing them to give direct feedback to companies.

http://www.newbrandanalytics.com/

http://www.kanjoya.com/

http://www.scoutlabs.com/

http://www.gosynapsify.com/

http://www.squareify.com/






Training



Swat.io [Vienna, 2012]: Social media management solution for agencies and enterprises. Fetches all comments,posts, mentions and direct messages on all major social media channels. It aggregates everything in one inbox, sothat businesses can work efficiently and involve customer care team whenever needed


Vondasoft Technologies [Mumbai, 2011]: It is a cloud based engine which uses proprietary algorithms namedsense which help in understand the most relevant content related, the consumers, competition and industryfrom multiple media and large volumes of chat, then analyze helps in understanding of the emotional quotient ofthe chatter, trends and patterns enabling identification of opportunities and threats. After which the shape helpsin the client in their designing their online image by conversations participation and tracking the effect of suchengagement and thereby empower facilitates in online brand image management through competitive insightsand feedback on campaigns. Claims to have clients such as Bata, E&Y, Lodha, Nielsen, Ormax, etc.


Sayroom [Atlanta, 2011]: Tools to collect real time voice of the customer insights. Its React platformcaptures,process and analyzes feedback. Worked with NBC, FOX, Georgia State University, Coca-Cola, and theCity of Atlanta.


Senseforth Technologies [Bangalore, 2012]: Uses big data to search and extract real time insights from naturallanguage conversations in public and private domain. Uses techniques like Natural Language Processing, MachineLearning, Semantic Search to machine read millions of pieces of text and extract relevant information. Featuresinclude dashboards, in depth categorization, sentiment analysis, omni channel delivery (mobile, PC and tablet)and spam filter. Currently in public beta and supports purchase decision making for mobile phones and tablets.Clients include Univercell, The Mobile Store and Poorvika


Consetto G [Darmstadt, 2013]: Its solutions detect subjects, key messages as well as sentiments from any kind oftext. It helps to structure unstructured data and gain new insights and understand customer needs, to predictcustomer behaviour or to analyze competitors. Identifies positive and negative customer comments for eachtopic and analyse sentiment trends over time.

http://www.swat.io/

http://www.vondasoft.com/

http://www.sayroom.com/

http://www.senseforth.com/

http://www.consetto.com/






Training



Sentview [London, 2015]: Obtain customer insight from review videos on products on social video platforms likeYouTube. Its algorithm review and does sentiment analysis on all review and help businesses to improve theirproducts and services. Offers 14 day free trial period.

Customer Experience Management - Social -

Customer Reviews

Reevoo [London, 2005]: Reevoo collects user-generated content to provide brands with a platform for consumerengagement, advocacy and customer intelligence. It uses ratings & reviews, social and customer intelligenceproducts to help businesses to engage with and learn from their customers. It also has social curated communityfeatures for peer to peer support. It harnesses content from ratings and reviews and social community throughits analytics dashboard with reports for important KPI's. Customers include the likes of Sony, Kuoni, Dixons, FordRetail.

$8.9MEden Ventures, Banexi Ventures,

MMC Ventures, Talis Capital


Customer Reviews

ReviewTrackers [Chicago, 2012]: ReviewTrackers is a review management and reputation monitoring platform.It monitors, analyzes, responds and generates customer reviews on review sites like Google, Yelp, TripAdvisor,Foursquare. Can help raise awareness on critical customer service issues, identify operational policies that needto be changed, recognize employee management issues, determine consumer perceptions of multiple productand service categories, and assess a business online reputation.Got funding from angel investor Jeff Rusinow.

$2M AmFam Ventures, SymphonyAlpha


Customer Reviews

TrustedCompany.com [Kuala Lumpur, 2013]: Based in Malaysia and Hong Kong, Trusted Company helpsconsumers and businesses in emerging markets to collaborate by recording the customer feedback for all thebusinesses on a single platform and allowing them to check these before making a purchase. Businesses can usethe platform to check the feedback given by the customer for their enterprises. Pricing depends on the numberof orders to track.

$1MStartups, Tengelmann Ventures, Asia

Venture Group


Customer Reviews

Olery [Amsterdam, 2010]: Olery provides reputation management software to measure and keep track of guestsexperiences in the hospitality industry. Olery Reputation measures and evaluates the online reputation of a hotelby collecting, analyzing and managing all online mentions on review sites, booking sites and social media. Oleryoffers competitive bench marking, the ability to react to reviews and social media, sentiment analysis, businessanalytics to assist hospitality improving their service. It provides solutions based on designs suggested by hotelmanagers and are used by hotels of all sizes, hotel chains, sales & marketing consortia and hospitalityconsultants.

$1M TIIN Capital

http://www.sentview.com/

http://www.reevoo.com/

http://www.reviewtrackers.com/

http://www.trustedcompany.com/

http://www.olery.com/






Training



Customer Reviews

Revuze [Caesarea, 2013]: Text Analytics that company that gives brands and retailers insights and opining fromonline reviews. By real time analytics on customer opining and reviews on products and brands, it generatesinsights about customers through sentiment analysis and machine learning. It provides customers personalizedinsights from the structured reviews database.

$550k


Customer Reviews

Aspectiva [Petah Tikva, 2013]: Aspectiva collects customer reviews and user-generated content from variousweb sources, analyzes it and provides actionable insights. Uses NLP to scan customer review from reviewwebsites.

JVP


Customer Reviews

Reputation Loop [Redmond, 2013]: Collects feedback and online reviews in a dashboard from selectedcustomers by reaching out to them. Notifies reps of feedback through text or email. Based on feedback,customers are routed to pre-determined pages.


Customer Reviews

Reputada [Illinois City, 2014]: Reputada, is a platform to collect the reputation via feedback and engagementprocess. The engagement process is designed to collect recognition and convert them to company andprofessional reputation. The platform helps collect customer reviews at regular intervals and published to thereputation page. It also enables the reputation page to show up prominently when people Google for anorganization.


Customer Reviews

Reputami [Cologne, 2012]: Reputami evaluates customer feedback on online platforms and social networks. Itaggregates the reviews about hotel or restaurant from the countless websites and displays them in one simpleoverview so businesses can concentrate on the content instead of searching for reviews all over the web. Keeptrack of all reviews and photos that are published about your hotel with instant notifications sent right into yourinbox.

http://www.revuze.it/

http://www.aspectiva.com/

http://www.reputationloop.com/

http://www.reputada.com/

http://www.reputami.com/






Training



Customer Reviews

Listen360 [Alpharetta, 2008]: Cloud based software platform that extracts meaning from open-ended customerfeedback responses. By aggregating and analyzing these comments, It can tell businesses which areas ofbusiness, customers are pleased with and which may need work. Provides customer feedback metrics and keyperformance data with its Dashboard.


Customer Reviews - API

Turing Analytics [Mumbai, 2015]: TuringIQ offers customer reviews analytics solution. Provides for API whichcan be integrated with website to classify product reviews posted by consumers. Features include real timeclassification of reviews, dashboard updation and generation of reports.

API

Chiexpress [Kolkata, 2015]: Chiexpress is a cloud based platform that provides capability to track and providesthe metrics needed to analyze customer satisfaction. Provides for gathering customer feedback, loyalty pointsand rewards for customers. Other features include integrating with the existing loyalty and feedback programsfor data gathering.

API

Haapi [Kolkata, 2015]: Haapi is a cloud based BI tool to analyse customer experience and satisfaction. Providesfor API framework with the capability to integrate with existing ERP. Features include tools to measure index forcustomer satisfaction, loyalty programs and a dashboard for visualization of captured data.

API

supportive.io [London, 2014]: Supportive provides in app feedback support to customers with businessesgetting emails with the information to solve queries of customers. Through its API customers will get in appmessages and agents can respond them via email. Agents can set tags and segment users to better engagecustomers.

http://www.listen360.com/

http://www.turingiq.com/

http://www.chiexpress.net/

http://www.haapi.co/

http://www.supportive.io/






Training


Mobile App Enablers

Saygent [Mountain View, 2009]: Sayagent provides a system to gather feedback from customers (integratedwith Ingenico's retail platform) from mobile app through its SDK at moment of purchase or using product. Thesystem calls the customers and uses natural language processing and an algorithm to judge a customersexperience and decide on what the best next step would be in order to retain them. Customers include Fortune500 companies such as Comcast and DirecTV.

$2MKarlin Ventures, SG VC, 500 Startups, Innovation Endeavors, Kapor Capital,

Kima Ventures

Mobile App Enablers

Inventarium [Moscow, 2012]: Customer feedback solution for mobile development companies to gatherfeedback inside mobile apps.

$40k Start-Up Chile

Mobile App Enablers

Wyzerr [Cincinnati, 2014]: Wyzerr provides innovative tools to collect customer feedback at point of sale frommobile customers. On top of it provides a analytics dashboard to provide insights on feedback collected. It usesmachine learning algorithms to target users with relevant questions. Its dashboard uses predictive andprescriptive analytics technology to provide better engagement steps.

Marshall Ventures, Connetic Ventures

Mobile App Enablers

Inbify [Delaware, 2015]: Inbify is a real-time customer experience management software that enablesbusinesses to provide their customers a way to send feedback over native phone features like SMS & MMS.Industries include hotels, food & drink establishments, hospitals, government agencies, retail stores &online based businesses or startups. Provides insights such as feedback volume, overall sentiment, status andcategories to businesses.

http://www.saygent.com/

http://www.inventarium.mobi/

http://www.wyzerr.com/

http://www.inbify.com/






Training


Mobile First App

DropThought [Santa Clara, 2011]: DropThought’s Feedback Platform empowers companies, brands, andmarketers to engage with their customers and employees in real-time to gather, respond, and analyze feedbackthat leads to improved experiences and improved NPS. Instant feedback can be gathered in three ways: via itsmobile app, embedded API integrations, and on-site using tablet devices. It’s analytics dashboard and managermobile app can notify managers and brands to feedback reported in the moment, to enable immediateresponses, insights, and resolution. It’s text analytics solution allows businesses to see customer experiencemetrics over time and quickly identify opportunities to improve. Companies can also easily select and promotecustomers positive instant feedback on social channels. Some of its customers include Cisco, Adobe, Juniper,NTT.

$3.87M XSeed Capital, Peterson Partners

Mobile First App

Tello [Palo Alto, 2010]: Tello is a mobile application which provides real time feedback into customer experienceto its clients. For the consumers, it is a free web and mobile service that allows them to give feedback to theenterprises about their services. For enterprises it helps to collect customer feedback, business metrics,employee feedback and thus resolve customer issues in real time. In september,2012 it launched PassTools,visual pass builder for Apples's passbook. It got acquired by Urban Airship in 2012 for his PassTools.

$3.7MTrue Ventures, Founder Collective,

Bullpen Capital

Mobile First App

OwnerListens [Palo Alto, 2011]: OwnerListens is a mobile application that empowers small and mediumorganizations to collect and respond to customer feedback in real-time. Customers use the OwnerListens app tosend compliments, complaints, and suggestions for local businesses directly that owners and managers can thenrespond via text or email. OwnerListens provides customers with an anonymous yet direct communicationchannel with owners of local businesses.

$1.1MPromus Ventures, Menlo Ventures, Commerce Ventures, Subtraction

Capital

Mobile First App

Posmetrics [Cupertino, 2012]: Provides a tool to help brick-and-mortar businesses collect customer feedback viathe iPad. Customer could complete a survey while at a business’s point-of-sale or checkout. Businessesinterested in using the platform create an account and can have their surveys optimized for iPad. Businesses canlog in and see their scores compared between all their different locations, acompared day to day, week to week,hour to hour. Acquired by Revinate in 2013 for and undisclosed amount.

$500K Subtraction Capital, Y Combinator

http://www.dropthought.com/

http://www.tello.com/

http://www.ownerlistens.com/

http://www.posmetrics.com/






Training


Mobile First App

Staffino [ , 2014]: Mobile and web application that allows customers to leave feedback on staff in any serviceproviding venue. By using this customer service can be improved and individual employees can be recognizedand praised. With GPS location and foursquare API universal, it gives customers opportunity to leave feedback.

$225k NeulogyVC

Mobile First App

Peoplocity [Indianapolis, 2012]: Mobile application for customers to send feedback or ask queries frombusinesses. Businesses can solve customer queries in real time.

$200K

Mobile First App

Vibevox [ , 2014]: Customer feedback and interaction app. It is a app that allows to capture and rate how youfeel about a product or service using video, picture, voice and text. With Vibevox you could instantly capture andrate how you feel about a company’s service or product- and click to submit your feedback. This feedback wouldbe further channeled to the respective company for actions.

Mobile First App

Satis [New York City, 2012]: Formerly known as Supersolver, Satisfi is a mobile app and enterprise SaaS solution,which provides real-time, two way customer feedback and problem resolution management between consumersand businesses. Businesses receive back-end analytics to monitor trends and identify areas of strength andweakness in their customer service while their customers are on-site.

Mobile First App

Thankz [Los Angeles, 2014]: Invite customers for businesses to offer feedback to front line customer servicestaff. Data captured helps in employee engagement, employee training. Interactions can be monitored in realtime by managers and leaders and reward reps correspondly. The wearable tech is an electronic name badgeworn by customer-facing employees that’s self-aware. As a circuit board/bluetooth beacon, it’s constantlylooking to be paired with a different device and instantly recognized by a smartphone app.

http://www.staffino.com/

http://www.peoplocity.com/

http://www.vibevox.com/

http://www.satis.fi/

http://www.thankz.com/






Training


Mobile First App

KYC App [Delhi, 2015]: It is a feedback management software for enterprises which lets the enterprises to createsurveys and collect responses. It is both mobile and tablet based. Features include offline access, customizablefeedback forms, real time feedback, insight analytics, real time SMS and email alerts, locking facilities except KYCapp, hierarchical access management etc. Used by restaurants, hotels, Spas, saloons, shopping, medical storesetc.

Mobile First App

HelloManagers [New York City, 2013]: Mobile feedback platform that allows customers to message owners andmanagers directly. Businesses can respond to customers through mobile or its online dashboard. It has it nativemobile app for android and iOS. Provides analytics dashboard providing sentiment view for feedbackmanagement.

Mobile First App

Reaction [Las Vegas, 2014]: Reaction is a company that helps in improving customer service and feedbackcommunication between customer and business. It allows sharing of visual data from customers to companiesand contacting companies with companies profile in one place.

http://www.kycapp.com/

http://www.hellomanagers.com/

http://www.reactionapp.io/


Analytics (1/6)




Training


ClickFox [Atlanta, 2000]: ClickFox offers customer experience analytics (CEA) solutions geared towards enablingcompanies to engage with customers through a variety of service channels these days, from visiting a website,voice calling and online chat applications to kiosks, retail stores and mobile apps and websites, and aims to serveits clients with a cross-channel dashboard for keeping tabs on this complex tangle of touchpoints in order to gaininsights into how and why customers behave the way they do.

$40.9MAscent Venture Partners, Delta

Ventures, Cedar Fund, Veritas Venture Partners, Morgan Stanley

Causata [San Francisco, 2009]: Causata, Inc. provides Customer Experience Management (CXM) software. Builton an HBase big data architecture, it offers predictive analytics and real-time omni-channel offer managementapplications that enable B2C companies to create meaningful customer experiences through data. Also offersindustry-specific applications that help companies increase cross-selling and customer acquisition while reducingchurn. Also has offices in London. Acquired by Nice.com and is now completely integrated.

$23M Accel Partners

Eglue Business Technologies [Hoboken, 2001]: It offers real-time customer interaction management solutionsthat help enterprises increase customer loyalty. Eglue solution impacts the bottom and top lines in the contactcenter by reducing operational expenses, generating new revenue and retaining customers, all in real time. Gotacquired by NICE Systems for a total cash consideration of approximately $29 million in June 2010. Thetransaction price may be increased by up to an additional $6 million, subject to certain performance criteria.

$22MArgonaut Ventures, Giza Venture Capital, Cedar Fund, Evergreen Venture Partners, Viola Credit

Tealeaf [San Francisco, 1999]: Tealeaf, owned by IBM provides CEM and behavior analytics solutions that enablebusinesses to optimize their activities. Capture customers' website and mobile interactions from the individualuser's point of view across multi channel. By capturing every single customer’s visit, as well as the reaction ofthe site in response to the customer’s requests, It captures both the quantitative and qualitative details of everysingle interaction. This data is then used towards optimizing the customer experience.

$20MBay Partners, Matrix Partners,

Foundation Capital, SAP Ventures

ForeSee [Ann Arbor, 2001]: ForeSee is a business-insight analysis company that performs customer experienceanalytics. ForeSee applies its technology (CXA methodology) across channels and customer touch points,including websites, contact centers, retail stores, mobile and tablet sites, and apps and social media initiatives tomeasure customer experience. Acquired by Answers Corporation in December 2013. Answers Corporation waslater acquired by Apax Partners in August 2014.

$20MUpdata Partners, Investor Growth

Capital

http://www.clickfox.com/

http://www.causata.com/

http://www.eglue.com/

http://www.tealeaf.com/

http://www.foresee.com/


Analytics (2/6)




Training


NGData [Mechelen, 2012]: NG Data is a big data analytics platform for customer intelligence and deliveringcustomized customer experience. NG Data platform connects all data sources(containing customer interactiondata) and provides insights into this data using machine learning. Companies can then use this data topersonalize experiences for all customers across all channels.Some of the customers include Johnson &Johnson, ING , AXA, Toyota.

$16M

Capricorn Venture Partners, Sniper Investments, IDINVEST Partners,

Nausicaa Ventures, SmartFin Capital, ING Group, Plug & Play Ventures

Clarisite [London, 2010]: Provides instant replay digital customer experience solutions for both the web andmobile. Its record-replay technology enables new insights into how exactly your customers interact with web siteand mobile. Enables real-time replay of each customer session - pages visited, context sensitive content, allmovements. Sales and marketing teams can quickly identify who is experiencing difficulties or who is notcompleting transactions and why. Customer service agents are able to view a recording of the entire customerjourney in real time.

$6M Lazarus Israel

Celaton [Buckingham, 2004]: Celaton was created through the MBO of Redrock Technologies from Netstore plcand the subsequent acquisition of DG Tech Ltd. It applies this artificial intelligence to streamline labour intensiveclerical tasks and decision making. It provides cloud inSTREAM, which processes the unstructured (andstructured) content that flows into your business every day from customers such as correspondence, claims,complaints by email, social media, fax post & paper.

$3.95M Business Growth Fund

StatFlo [Toronto, 2012]: Data driven platform which helps wireless retail stores keep sales reps more engagedand deliver better customer support. Businesses can import their purchase history, commission data and othersources. Its analytics engine assigns tasks to teams, based on rules defined. Also provides a planning tool toreview past performance, forecast future performance. Helps support reps recommend the relevant content tohelp in personalized proactive customer support. Provides training programs which help carriers and their retailchannel have the right conversations via phone or SMS. Customers include carriers and wireless dealers such asTelus, Bell, Rogers, Fido, Verizon, AT&T and US Cellular.

$2.4M

Round 13 Capital, Extreme VP, Mars Investment Accelerator Fund,

Globalive Capital, Rising Tide Fund, Garage, Hedgewood, TIO Networks

http://www.ngdata.com/

http://www.clarisite.com/

http://www.celaton.com/

http://www.statflo.com/


Analytics (3/6)




Training


Indicative [New York City, 2013]: Indicative connects event data from various sources and provides a drag anddrop interface for running real time queries on data. Support connectors like Salesforce, Redshift, MySQL,Postgres, to provide a 360 degree view of each customer. Data Manager Enables renaming and re-labeling ofdata, eliminating maintenance after implementation . Enables mapping of data to core business KPIs to monitorthe metrics. Has its own proprietary data and visualization tools. Angels include David Rose, Jonah Goodhart,Brett Gough, Jamie Knall, Eduardo Vivas, David Reich, Matthew Grodin, Nils Johnson and John Rigos.

$2MBertelsmann Digital Media

Investments

UserEvents [Fredericton, 2012]: UserEvents, Inc. provides a contextual routing engine that aggregate andprocess events on any social, web, mobile, or voice channel in real-time. It offers CxEngage that enables users tocollect customer interactions and transactions across various channels and enterprise applications in real timeand engage with the customer. As of January 27, 2014, UserEvents, Inc. operates as a subsidiary of LiveOps, Inc.

$250kNew Brunswick Innovation

Foundation

UserEvents Inc. [Fredericton, 2012]: UserEvents, Inc. provides a contextual routing engine that aggregate andprocess events on any social, web, mobile, or voice channel in real-time. It offers CxEngage that enables users tocollect customer interactions and transactions across various channels and enterprise applications in real timeand engage with the customer. As of January 27, 2014, UserEvents, Inc. operates as a subsidiary of LiveOps, Inc.

$250KNew Brunswick Innovation

Foundation

Chorally [Scottsdale, 2014]: With a unified view of realtime data from any source, Chorally enables teams toconnect, engage and collaborate with the customers. Helps to make a unified view of user data by identifying,matching and enriching profiles. Integrate social media, email, forums, CRM, CTI, billing, website, iOT and othersources of third party data. It applies machine learning and predictive analytics over enriched data formultichannel customer engagement. Provides peer-to-peer messaging, advocate engagement and collaborationsolutions.

parlamind [Berlin, 2015]: parlamind is a Customer Care analytics tool giving online retailers insight into thecontents (complaints, praise, questions, requests) of their Customer Service inbox and allowing them to improveCustomer Experience.

http://www.indicative.com/

http://www.cxengage.com/

http://www.userevents.com/

http://www.chorally.com/

http://www.parlamind.com/


Analytics (4/6)




Training


UserChamp [San Francisco, 2014]: Provides insights from support conversations by connecting to helpdesksoftwares such as Zendesk, Helpscout and provides collaborative features between enterprise teams to improvesupport.

Reunify [Los Angeles, 2011]: Collects and merge many data sources (household, synthetic research data, socialmedia, etc.) with CRM then applies predictive modeling analytics to discover hidden patterns. Enablesbusinesses to identify and reach out to high value/high risk clients in real time, armed with valuable informationto help improve their levels of engagement and satisfaction

Flamingo [Sydney, 2013]: Co-creation & analytics solution that allows businesses to personalizeexperiences for customers. Real-time dashboards and analytics build predictive models of customer experience.used by businesses to improve customer acquisition, retention, relationships and innovation. Personalizes thecustomer journey based on customer 360 profiling. Its platform provides dashboards and real time analytics withfeatures like predictive and descriptive analytics on customer insights.

Thunderhead [London, 2001]: It help companies build engaged relationships with their customers through highlypersonalized and contextually relevant interactions across all channels and organizational slios. Listens tocustomers across every touch point - gather insights and assessing behaviour, deliver real time insights on top ofthat. Delivers personalized recommendations based on conversations in real time. Offers Smart Respond forSalesforce leveraging data from service and sales cloud to generate real time personalized multichannelcommunications.

SDL International [Maidenhead, 1992]: SDL provides global customer experience solutions. With a completelyintegrated cloud solution for content management, analytics, language and documentation, SDL solves thecomplexity of managing their clients' brand’s digital footprint as it grows across multiple languages, cultures,websites, devices and channels. Seventy-nine of the top 100 global companies use SDL to help them createauthentic, in-context customer experiences that drive demand and loyalty.

http://www.userchamp.com/

http://www.reunify.com/

http://www.flamingo.io/

http://www.thunderhead.com/

http://www.sdl.com/


Analytics (5/6)




Training


Pivotal Analytics SA [Johannesburg, 2015]: It analyzes customer interactions across multichannel, customerfeedback and customer journey to derive insights. It provides tools and services to build, run and manage yournew data landscape. Its performance dashboard provides real time alerts and reporting solutions. It Geniianalytics engine consolidates all data and provides business insights on top of it including predictive analytics forwhich they have designed the algorithms.

NICE Systems [Ra'anana, 1986]: Founded as NICE Neptun Intelligent Computer Engineering Ltd in 1986 . InOctober 14, 1991, It was renamed to NICE-Systems Ltd. Serves thousands of organizations worldwide acrosscommunication channels and touch points. NICE Financial Crime and Compliance solutions provide real-time andcross-channel fraud prevention, anti-money laundering, brokerage compliance and enterprise-wide casemanagement . Does real time analytics(interactions, video, transactional) through Big Data infrastructure andpredictive analytics on both structured and unstructured data on content lying in enterprises adding a top layerof analytics engine. Sold its Cyber and intelligence division to Elbit Systems Ltd. Has made 15 acquisitions as ofOct'15 totalling $734M from 2005 to 2011.

Animatria [Sunnyvale, 2015]: Animatria is a big data and a predictive analytics platform that enables productmanagers, brand managers and customer service executives make informed decisions based on insightsgenerated from customer data. Key Performance Metrics such as Product Success Index, Feature Success Index,Brand Perception Index and Customer Satisfaction Index allow management to accurately gauge product andbrand's success with the target customer.

UserVibes [Cluj-Napoca, 2014]: UserVibes helps creating better products by integrating user insights fromcustomer support system in product roadmap. It defines and add tags to customer support tickets; collect userinsights from tickets, and ease analysis and report making.

http://www.pivotalanalytics.co.za/

http://www.nice.com/

http://www.animatria.com/

http://www.uservibesapp.co/


Analytics (6/6)




Training


Nodespan [Cambridge, 2014]: Nodespan is a SaaS platform that uses machine learning and AI systems toaggregate, understand, and improve customer interactions across support, CRM systems, email, social media,and the web in real-time. Was awarded the 2014 Thomson Reuters Data Prize. Support integration with CRMplatforms like Salesforce and Zendesk. Was awarded the 2014 Thomson Reuters Data Prize.

http://www.nodespan.com/


Stealth Mode (1/2)




Training


OJO Labs [Austin, 2015]: Ojo Labs is working on machine learning and neural networks to create software thatenables businesses to engage consumers in personalized, automated conversations. It is is testing its firstproduct and does not yet have a release date as of Jan'16. It is based out of WeWork, a co-working space indowntown Austin. Currently in closed beta phase as of Jan'16.

$5.8MLiveOak Venture Partners, Silverton

Partners

magneta [Lyubertsy, 2015]: In stealth mode. Claims to be a live chat software.

Wyred [Madrid, 2013]: Provides tool for Marketing and Customer Care departments in the Telecom industry.Claims to use advanced techniques of Artificial Intelligence and Deep Learning, reinforcement learning,autonomous agents technology. Integrate all channel into one platform so as to provide omnichannel customerengagement solution.

MakerSights [San Francisco, 2015]: MakerSights creates software that allows brands to discover which productstheir customers will love. Helps to capture structured customer feedback to gut check hypotheses and spottrends.

Utopeen [Delhi, 2015]: Utopeen is an upcoming online customer service startup. As of Jan'16, mobile and webproduct under construction.

http://www.ojolabs.com/

http://www.magneta.io/

http://www.wyred.biz/

http://www.makersights.com/

http://www.utopeen.com/


Stealth Mode (2/2)




Training


VoiceMonk [Fremont, 2015]: VoiceMonk is working on consumer and enterprise apps to improve customerinteractions using techniques in AI, Search, Machine Learning and Spoken Dialog Systems. By leaning fromprevious customer interactions, will try to resolve queries automatically.

http://www.voicemonk.com/


Training




Training


hickorytraining [New York City, 2015]: Hickory provides training tools to customer service and sales staff forgiving better services to customers. It’s proprietary algorithm predicts when each employee will forget in realtime what they've learned and ensures their product knowledge remains up to date by sending targetedreinforcement exercises. Reviews take only 90 seconds a day and can be completed anytime. It's algorithmresponds to how the matrices of knowledge are developing, not just what isolated facts the learner remembers.

$120K Y Combinator, Draft Ventures

http://www.hickorytraining.com/


Team

Amit SinghLead Analyst – Enterprise Apps

Deepanshu GuptaAnalyst – Enterprise Apps

https://www.linkedin.com/in/amitsingh178

https://www.linkedin.com/in/amitsingh178

https://twitter.com/amitsingh_178

https://twitter.com/amitsingh_178

https://twitter.com/deep31993

https://twitter.com/deep31993

https://www.linkedin.com/in/deepanshu-gupta-86311371

https://www.linkedin.com/in/deepanshu-gupta-86311371

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