Tracxn Research — Customer Service Software Landscape, November 2016

Customer Service Software – November 2016

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2


Contents

Topic Page No.

Scope of Report 04

Entrepreneur Activity 06

Investment Trend 11

Who is Investing 19

Exit Outlook - IPO, Acquisitions 23

Sub Sector Analysis 27

Interesting Companies 42

Useful Links 63

Company List 66

Team 245


Sector Overview

Scope of report

This report covers companies which provide software and platform enabled customer services during and after the purchase ofproducts or services for both B2C and B2B organizations. Support channels include phone call, live chat(web and in-app), livetext, email, social, visual collaboration. It also include companies which provide self service software which includes customercentric communities(web and social) and knowledge management tools for customer service reps and external customers.

It also cover companies which provides software to capture customer feedback across all interaction channels to improvecustomer 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

The scope of this report includes equity as well as debt funding received by the companies.


Scope of Report

Entrepreneur Activity

Investment Trend

Who is Investing

Exit Outlook - IPO, Acquisitions

Sub Sector Analysis

Interesting Companies

Useful Links

Company List

Team

5


7281

146 145

191

233

94

0

50

100

150

200

250

2010 2011 2012 2013 2014 2015 2016

Nu

mb

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f C

om

pan

ies

6

YoY – Number of companies founded

Freshdesk Intercom TruRating CafeX Communications Gladly Takt Rulai

NewBrand WalkMe CollabIP Udesk Drift Kustomer deepPixel


Large Upcoming Sectors

No. of Companies Founded

Average Age

No. of Companies Funded

Business ModelTotal

FundingExample

50 Sep-2014 11 Help Desk > Instant Messengers $22M smooch.io

Smooch(2015, Montreal East)

41 Jul-2013 14 Help Desk > Mobile App Enablers $66M helpshift.com

Helpshift(2011, Pune)

29 May-2013 13 Feedback Analytics > Mobile First App $16M dropthought.com

DropThought(2011, Santa Clara)

47 Jun-2012 20 Help Desk > Live Text $75M relaynetwork.com

Relay Network(2010, Radnor)

41 Jun-2012 14Feedback Analytics > Survey Tools + Market Research > Customer Metrics

$8M customergauge.com

CustomerGauge(2007, Chicago)

31 May-2012 14Feedback Analytics > Customer Experience Management > Social > Customer Reviews

$13M reviewtrackers.com

ReviewTrackers(2012, Chicago)

188 Nov-2011 45 Help Desk > Live Chat $287M intercom.io

Intercom(2011, California)

46 Sep-2011 8 Help Desk > Live Chat > Virtual Agents $25M nextit.com

Next IT(2002, Spokane)


Niche Upcoming Sectors


Average Age


Business ModelTotal

FundingExample

18 Jul-2015 5Help Desk > Instant Messengers > Virtual Agents

$10MAssist

(2015, San Francisco)

2 Jan-2015 1 Call Center > Front End > SlackYodel.io

(2015, Vienna)

5 Sep-2014 3 Help Desk > Live Text > Virtual Agents $13MDigital Genius

(2013, London)

20 May-2014 5Help Desk > Live Chat > Mobile First App

$15MPypestream

(2015, New York City)

1 Jan-2014 1Help Desk > Visual Communication(WebRTC) > Analytics

$3Mcallstats.io

(2014, Espoo)

17 Jun-2013 8 Call Center > Front End $25MTalkdesk


2 Jun-2013 1Complaints Resolution > Virtual Agents

$1MCogniCor

(2011, Barcelona)

9 Jan-2013 3 Help Desk > Agent Productivity $4MSynap

(2015, Chicago)


Niche Upcoming Sectors


Average Age


Business ModelTotal

FundingExample

16 Jan-2013 7 Self Service > Walkthroughs $97MWalkMe

(2011, Tel Aviv)

14 Sep-2012 5 Help Desk > Virtual Agents $7MSobot

(2013, Beijing)

12 Jul-2012 7 Call Center > Visual IVR $4MCallVU

(2012, Tel Aviv)

2 Jun-2012 2 Call Center > Analytics > API $13MVoiceBase

(2010, Novato)

2 Jun-2012 1 Help Desk > Crowdsourced Experts $12MDirectly

(2011, Palo Alto)

9 Jan-2012 5Call Center > Workforce Optimization > Gamification

$29MBunchball

(2005, Redwood City)

4 Sep-2011 4Help Desk > Live Chat > Crowdsourced Experts

$42MNeedle

(2010, Salt Lake City)

10 Jul-2011 6 Call Center > Mobile First App $15MAircall

(2014, Paris)


Scope of Report


Investment Trend

Who is Investing


Sub Sector Analysis


Useful Links

Company List

Team

10


YoY – Number of Rounds and Total Funding

Note: The funding includes debt rounds also.

$245M$174M

$297M

$381M

$445M

$719M

$883M

$709M

$871M

35 40

45

69

92

109

129 127

111

0

28

56

84

112

140

0

200

400

600

800

1000

2008 2009 2010 2011 2012 2013 2014 2015 2016

Nu

mb

er of R

ou

nd

sFu

nd

ing

Am

ou

nt

(in

Mill

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s)

Funding Amount Number of Rounds


YoY – Number of Rounds by Stage

26

47 47

57 57

45

23

1927

41 44

45

9

7

19

1211

9

0

24

48

72

96

120

2011 2012 2013 2014 2015 2016

Nu

mb

er o

f R

ou

nd

s

Seed Early Late


YoY – Funding by Stage

$15M$30M $19M

$49M $48M $39M

$188M $189M

$292M

$355M

$252M

$360M

$97M

$188M

$382M

$360M

$391M

$339M

0

180

360

540

720

900

2011 2012 2013 2014 2015 2016

Tota

l Fu

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ing

Am

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nt

(in

Mill

ion

s)

Seed Early Late


Average Ticket Size – Early Stage

$0.8M $0.9M $0.6M $1.1M $1.2M $1.3M$3.0M

$11.9M

$4.2M $4.0M$6.1M

$7.9M

$13.5M

$8.1M

$43.2M

$18.1M

$9.3M $10.3M

0.0

8.0

16.0

24.0

32.0

40.0

48.0

2011 2012 2013 2014 2015 2016

Fun

din

g A

mo

un

t (i

n M

illio

ns)

Seed Series A Series B


Top investments in last one year

CompanyFunding Amount

Round Name

Date Investors

fuze.comFuze

(Cambridge, 2006)$112M Series D Feb-2016 Summit Partners; Bessemer Venture Partners; TCV

nuance.comNuance

(Burlington, 1992)$85M Post IPO Aug-2016 Undisclosed

interactions.comInteractions

(Franklin, 2004)$56M Series D Aug-2016 Revolution; NewSpring Capital; Comcast Ventures; Sigma Partners; SoftBank

intercom.ioIntercom

(California, 2011)$50M Series D Apr-2016 Index Ventures; Iconiq Capital; Bessemer Venture Partners; Social Capital

walkme.comWalkMe

(Tel Aviv, 2011)$50M Series E Mar-2016 Undisclosed

sproutsocial.comSprout Social

(Chicago, 2009)$42M Series C Feb-2016 NEA; Goldman Sachs

coveo.comCoveo

(Quebec City, 2005)$35M Series D Nov-2015

iqventureadvisors.com; Tandem Expansion Fund; Business Development Bank of Canada; Fonds de solidarite FTQ; Telesystem

newvoicemedia.comNewVoiceMedia

(Basingstoke, 2000)$30M Series F Jan-2016

Business Growth Fund; Bessemer Venture Partners; TCV; Highland Capital Partners; salesforceventures.com


Top investments in last one year

CompanyFunding Amount

Round Name

Date Investors

takt.comTakt

(San Francisco, 2015)$30M Series A Jul-2016 BCG Digital Ventures; Starbucks

gladly.comGladly

(San Francisco, 2014)$27M Series A Jun-2016 Greylock Partners; NEA

cyara.comCyara

(Hawthorn, 2006)$25M Series A Mar-2016 PeakSpan Capital; Greenspring Associates

helpshift.comHelpshift

(Pune, 2011)$23M Series B Jun-2016

Microsoft Ventures; Intel Capital; Nexus Venture Partners; True Ventures; Visionnaire Ventures; Salesforce

udesk.cnUdesk

(Beijing, 2013)$14M Series B Jul-2016 Legend Capital

bloomfire.comBloomfire

(Austin, 2010)$13M Series B May-2016 Austin Ventures

relaynetwork.comRelay Network(Radnor, 2010)

$13M Series B Jun-2016 IBX - Blue Cross; First Round Capital; NewSpring Capital

trurating.comtruRating

(London, 2012)$13M Series A Aug-2016 Sandaire


Funnel view of Sector

Percent of Previous

37%

45%

40%

60%

129

54

92

229

510

1393

0 320 640 960 1280 1600

M&A & IPO

Late

Series B

Series A

Funded

Founded

Number of Companies


Scope of Report


Investment Trend

Who is Investing


Sub Sector Analysis


Useful Links

Company List

Team

18


Most Active Investors in Sector

17

13

11

10

9

7 7

6 6 6

0

4

7

11

14

18

500 Startups Techstars Accel Partners Y Combinator Kima Ventures Plug & Play WesternTechnology

Intel Capital NEA Salesforce

Tota

l Nu

mb

er o

f R

ou

nd

s

Intercom ChatID Hootsuite Interana iAdvize Kustomer NewVoiceMedia Helpshift Lithium NewVoiceMedia

Talkdesk Apptentive Qualtrics AirHelp Modria BunchBall EchoPass Corporation Voxify Sprout Social Helpshift


Where are Top Investors investing


Top Investor by Stage of Entry


Scope of Report


Investment Trend

Who is Investing


Sub Sector Analysis


Useful Links

Company List

Team

22


Top IPOs

IPO Date Company OverviewFunding Amount

Ticker

May-2014 zendesk.comZendesk

(San Francisco, 2007)

Customer Service Support HelpdeskRedpoint Ventures, Goldman Sachs, Index Ventures, Benchmark Capital, Charles River Ventures, Institutional Venture Partners, GGV Capital, Silicon Valley Bank, Matrix Partners, Point Nine Capital

$85.5MZEN

Dec-2000 livechatinc.comNuance

(Burlington, 1992)

Communication Platform for BusinessIntel, Mayfield, Rembrandt Venture Partners, Goldman Sachs, Morgenthaler, US

Venture Partners, Motorola, Asset Management Ventures, Alloy Ventures, Canvas Ventures, Attractor Ventures, F-Prime Capital Partners

$101MNUAN

Apr-2014 five9.comFive9 Inc.

(San Ramon, 2001)

Cloud based contact center softwareAdams Street Partners, Artiman, Sapphire Ventures, Partech Ventures, Hummer Winblad Venture Partners, Mosaic Capital Partners, ATEL Capital Group, Hummer Winblad Venture Partners, Sapphire Ventures

$84MFIVN

Sep-2012 incontact.cominContact

(Midvale, 1997)

Cloud Based Contact Centre Software$79M

SAAS

Feb-1997 nexj.com8x8

(San Jose, 1987)

Cloud based Business Communications Platform$31M EGHT

May-2002 mattersight.comVerint

(Herzliya, 1994)

Security intelligence, anti-fraud, risk & compliance and customer engagement optimization Undisclosed VRNT

Jan-2004 rightnow.comRightNow Technologies

(Bozeman, 1997)

Customer Experience SuiteSummit Partners Undisclosed

RNOW


Top IPOs


Major Acquisitions in last one year


Scope of Report


Investment Trend

Who is Investing


Sub Sector Analysis


Useful Links

Company List

Team

26


October 2016Tracxn BlueBox : Customer Service Software

1350+ companies in the sector, ~$1.6B invested in 2015/2016


Top Business Models by Funding

$2.1B

$1.3B

$1.0B

$727M

$217M$135M

$35M0

500

1000

1500

2000

2500

Call Center Help Desk Feedback Analytics Self Service Interaction Analytics Suite Complaints Resolution

Tota

l Fu

nd

ing

Am

ou

nt

(in

Mill

ion

s)

# Cos. 296 578 289 141 45 23 16

Avg. Age Aug-06 Jan-12 Aug-10 Aug-09 Aug-09 Apr-94 May-11

Fuze Hootsuite Medallia Lithium Attensity Aspect Airhelp

Interactions Intercom Qualtrics WalkMe Causata Vocalcom Modria


Call Center – Business Model Description


Call Center – Entrepreneur Activity and Investment Trend


Call Center – Most Funded Companies


Help Desk – Business Model Description


Help Desk – Entrepreneur Activity and Investment Trend


Help Desk – Most Funded Companies


Feedback Analytics – Business Model Description


Feedback Analytics – Entrepreneur Activity and Investment Trend


Feedback Analytics – Most Funded Companies


Self Service – Business Model Description


Self Service – Entrepreneur Activity and Investment Trend


Self Service – Most Funded Companies


Scope of Report


Investment Trend

Who is Investing


Sub Sector Analysis


Useful Links

Company List

Team

41


Interesting Unfunded Companies

Company OverviewBusiness Model

confirmit.comConfirmit

(1996, Oslo)

Customer and employee feedback and market research solutions Feedback Analytics > Survey Tools + Market Research

talania.comTalania

(2016, Christchurch)

Chat based intelligent assistant solutions Help Desk > Instant Messengers > Virtual Agents

unifiedfactory.comUnified Factory(2014, Warsaw)

Customer Service AutomationCall Center > Virtual Agents

devicebits.comDeviceBits

(2015, Columbus)

AI based Self-learning platform of Interactive videos and tutorialsSelf Service > Knowledge Management

rep.aiRep.ai


Platform providing text-based automation services for e-commerceHelp Desk > Instant Messengers

zoominsoftware.comZoomin Software


Product content publishing and analytics platform for improving customer experience Self Service > Knowledge Management

buddi.aiBuddi.ai

(2016, Tel Aviv)

Deep learning based automated support solutionsSelf Service > Knowledge Management

frame.aiFrame.ai


Collaborative intelligence platform for messagingHelp Desk > Virtual Agents

Curated list of companies by the sector analyst are defined as Interesting






Interesting Seed Companies








Interesting Series A Companies












Interesting Series B Companies






Interesting Late Stage Companies






Top Funded Deadpooled Companies


Scope of Report


Investment Trend

Who is Investing


Sub Sector Analysis


Useful Links

Company List

Team

62


Useful Links

Slide Title Content Platform Link

List of All Companies in readable format Companies Link

List of All Unicorns Companies Link

List of All Soonicorns Companies Link

List of All Minicorns Companies Link

List of Public Companies Exit Outlook - IPO, Acquisitions Link

Acquisitions in last one year Exit Outlook - IPO, Acquisitions Link

List of All Deadpooled Companies Companies Link

https://tracxn.com/search#%7Csort%3DtotalMoneyRaised%7CfeedName%3DCustomer%20Service%20Software%7CpublishedStatus%3DPUBLISHED%7CglobalPublishedStatus%3DPUBLISHED%7Corder%3DDEFAULT

https://tracxn.com/search#%7Csort%3DtotalMoneyRaised%7CfeedName%3DCustomer%20Service%20Software%7CpublishedStatus%3DPUBLISHED%7CglobalPublishedStatus%3DPUBLISHED%7Corder%3DDEFAULT%7Cunicorn%3DUNICORN

https://tracxn.com/search#%7Csort%3DtotalMoneyRaised%7CfeedName%3DCustomer%20Service%20Software%7CpublishedStatus%3DPUBLISHED%7CglobalPublishedStatus%3DPUBLISHED%7Corder%3DDEFAULT%7Cunicorn%3DSOONICORN

https://tracxn.com/search#%7Csort%3DtotalMoneyRaised%7CfeedName%3DCustomer%20Service%20Software%7CpublishedStatus%3DPUBLISHED%7CglobalPublishedStatus%3DPUBLISHED%7Corder%3DDEFAULT%7Cunicorn%3DMINICORN

https://tracxn.com/search#%7Csort%3DtotalMoneyRaised%7CfeedName%3DCustomer%20Service%20Software%7CpublishedStatus%3DPUBLISHED%7CglobalPublishedStatus%3DPUBLISHED%7Corder%3DDEFAULT%7CcompanyType%3DPUBLIC

https://tracxn.com/search#%7Csort%3DtotalMoneyRaised%7CfeedName%3DCustomer%20Service%20Software%7CpublishedStatus%3DPUBLISHED%7CglobalPublishedStatus%3DPUBLISHED%7Corder%3DDEFAULT%7CcompanyType%3DACQUIRED%7CacquisitionDate%5Emin%3D12%2F10%2F2015%5Emax%3D12%2F10%2F2016

https://tracxn.com/search#%7Csort%3DtotalMoneyRaised%7CfeedName%3DCustomer%20Service%20Software%7CpublishedStatus%3DPUBLISHED%7CglobalPublishedStatus%3DPUBLISHED%7Corder%3DDEFAULT%7CcompanyType%3DDEADPOOLED


https://blog.tracxn.com/request-for-demo-1?utm_source=Report&utm_campaign=Last_Page&utm_medium=About_Page&utm_content=About_Page


Scope of Report


Investment Trend

Who is Investing


Sub Sector Analysis


Useful Links

Company List

Team

65


Customer Service Software – Company List

Call Center Help DeskFeedback Analytics

Self ServiceInteraction Analytics

SuiteComplaints Resolution

510 FUNDED COMPANIES AND 883 UNFUNDED COMPANIES

COVERS THE FOLLOWING SECTORS


Call Center (1/38)Company Overview Business Model Total Funding

Robohold(2014, Ramat Gan)

Automated call center connecting platformAgent Productivity

AloTech(2007, Chicago)

Cloud call center solutionsAgent Productivity

nVoq(2000, Boulder)

Cloud based Speech Recognition SolutionsAgent Productivity $38.96M

NexJ(2003, Toronto)

CRM for Financial, Insurance and Healthcare IndustryAgent Productivity $22.9M

CustomerMatrix(2013, New York City)

Cognitive computing platform for CRM teamHSBC Group, Aster Capital, True Global Ventures, Newfund Agent Productivity $19.5M

CloudCall(2011, Leicester)

Cloud based CTI for CRM applicationsBarclays Agent Productivity $7.41M

OpenMethods(2010, Los Angeles)

SaaS solutions for contact centers for telephony & CRM integrationKayne Anderson Capital Advisors, Newroad Capital Partners Agent Productivity $5M

Go to BM List >> Help Desk



Drumbi Corporation(2010, Irvine)

Contextual Information to agents about callers500 Startups Agent Productivity $500k

Next Caller(2012, New York City)

Advanced Caller ID for BusinessesY Combinator, Fenox Venture Capital, Avala Management, CRCM Venture Capital

Agent Productivity $2.5k

Cradle(2016, Auckland)

Communication tools for businessesAgent Productivity

sipgate.io(2014, Dusseldorf)

Call handling APIAgent Productivity

InGenius(1986, Canada)

Computer Telephony IntegrationAgent Productivity

CallScripter(2001, Ipswich)

Call center scripting solutionAgent Productivity

CoralTree Systems(2004, Hampshire)

Agent Productivity

interact.io(2012, Berlin)

Platform for Phone and CRM integrationsSeedcamp, White Star Capital Agent Productivity




CCP(2015, Ahmedabad)

Call Center Management SoftwareAgent Productivity

NexxPhase(2009, Atlanta)

Customer Engagement PlatformAgent Productivity

CallMiner(2002, Fort Myers)

Conversational Analytics Software SolutionsSigma Partners, In-Q-Tel, NewSpring Capital, Florida Growth Fund, Sigma Prime Ventures, Intersouth Partners, Inflexion Partners, Inflexion Private Equity

Analytics $69.61M

Nexidia(2000, Atlanta)

Multichannel Contact Center Interaction Analytics SoftwareMorgan Stanley, Harbourvest Partners, Paladin Capital Group, Sandbox Industries, BCBSVP, H.I.G. Capital, Cordova Ventures, Boston Millennia Partners

Analytics $51.48M

Interana(2012, Menlo Park)

Behavioural Analytics for event DataY Combinator, Index Ventures, Amplify Partners, SV Angel, AME Cloud Ventures, Battery Ventures, Data Collective, Fuel Capital

Analytics $28.2M

Mattersight(2006, Chicago)

SaaS based Enterprise Analytics SolutionsSutter Hill Ventures, Partners for Growth, Investor Growth Capital, PeakSpan Capital

Analytics $24M

Fluency Voice Technology(2001, Phoenix)

On-premise and hosted Speech recognition solutions for call centersKennet, Nedamco Capital Analytics $16.35M



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Help Desk (1/73)

Call Center << Go to BM List >> Feedback Analytics


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Feedback Analytics (1/37)

Help Desk << Go to BM List >> Self Service














































































































Self Service (1/18)

Feedback

Analytics<< Go to BM List >>

Interaction

Analytics


Self Service (2/18)

Feedback


Interaction

Analytics


Self Service (3/18)

Feedback


Interaction

Analytics


Self Service (4/18)

Feedback


Interaction

Analytics


Self Service (5/18)

Feedback


Interaction

Analytics


Self Service (6/18)

Feedback


Interaction

Analytics


Self Service (7/18)

Feedback


Interaction

Analytics


Self Service (8/18)

Feedback


Interaction

Analytics


Self Service (9/18)

Feedback


Interaction

Analytics


Self Service (10/18)

Feedback


Interaction

Analytics



Feedback


Interaction

Analytics



Feedback


Interaction

Analytics



Feedback


Interaction

Analytics



Feedback


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Analytics



Feedback


Interaction

Analytics



Feedback


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Feedback


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Feedback


Interaction

Analytics


Interaction Analytics (1/6)

Self Service << Go to BM List >> Suite

















Suite (1/3)

Interaction


Complaints

Resolution


Suite (2/3)

Interaction


Complaints

Resolution


Suite (3/3)

Interaction


Complaints

Resolution


Complaints Resolution (1/2)

Suite << Go to BM List >>


Complaints Resolution (2/2)

Suite << Go to BM List >>


Scope of Report


Investment Trend

Who is Investing


Sub Sector Analysis


Useful Links

Company List

Team

244


Team

245

Deepanshu Gupta

Senior Analyst – Enterprise Apps

linkedin.com/in/deepanshu-gupta-86311371

https://twitter.com/deep31993


https://blog.tracxn.com/request-for-demo-1?utm_source=Report&utm_campaign=Last_Page&utm_medium=About_Page&utm_content=About_Page

Data & Analytics

Tracxn Research — Customer Service Software Landscape, November 2016