It’s not every day you see a Latin American startup funded by a U.S. venture capital firm based in the midwest. Playvox, a Colombian startup that wishes to bring a favorable twist to client service tracking announced a $25 million Series A from 5 Elms Capital, a Kansas City, MO VC firm. It has now raised $34 million.
While it was at it, Playvox likewise announced something else uncommon for an early phase company: an acquisition. The start-up bought an Australian business called Agyle Time, a labor force tracking SaaS tool. The acquisition unites two business with similar objectives to supply a more complete client service solution.
Playvox creator and CEO Oscar Giraldo founded the company in 2012 and has actually been quietly developing it into a worldwide business with brand clients like Dropbox, Electronic Arts and Desire. The business’s Labor force Optimization platform works as a layer on top of customer support center management tools like Zendesk and Salesforce Service Cloud, enabling management to monitor digital channels and provide client service representatives feedback to help them do their jobs better.
“When you call a contact center or a business, you may hear that ‘this call may be recorded for quality and training functions’. So Playvox is an innovation that deals with the backend of [ the client service system] to handle the workforce that is accountable for supplying a great consumer experience,” Giraldo discussed. It does this, but rather of for calls, it concentrates on chat and email interactions.
Giraldo understood for business 9 years ago when he was working as a software engineer in Argentina and explored some client service centers, where he observed a great deal of unhappy and disgruntled employees. He wished to begin a company that would assist provide feedback to these staff members in a more favorable and positive method.
“Rather of the conventional technique of customer care QA that was punishing the agents [for mistakes], what we do is we utilize that data to train them with a learning management system that is incorporated in the platform, and have coaching tools that enable our clients to supply timely feedback to the agent so they can alter their habits for the better,” he stated.
The Agyle Time acquisition allows the business to expand beyond this feedback system into client service workforce scheduling and position them to compete in the business market with a more complete toolset. “What we see is that combining the quality management agent optimization tools that Playvox has actually developed with Agyle Time’s workforce management will allow us to be a special vendor in the marketplace,” Giraldo said.
As for 5 Elms, it’s a company that invests between $4 and $40 million in companies that have between $2 and $20 million in income. They like SaaS business in atypical locations with portfolio business in Fayetteville, AK, Columbus, OH and Brisbane Australia. Playvox fits perfectly because group.
“Playvox continues to provide amazing products, add distinguished brand names to its customer base, and bring in remarkable executives due to the fact that of its company values and culture,” Ryan Mandl, managing director at 5 Elms Capital stated in a statement.
Article curated by RJ Shara from Source. RJ Shara is a Bay Area Radio Host (Radio Jockey) who talks about the startup ecosystem – entrepreneurs, investments, policies and more on her show The Silicon Dreams. The show streams on Radio Zindagi 1170AM on Mondays from 3.30 PM to 4 PM.
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