It’s not every day you view a Latin American startup funded by a U.S. venture capital firm based in the midwest. Playvox, a Colombian startup that is intended to wreaking a positive spin to customer service monitoring announced a $25 million financing from Five Elms Capital, a Kansas City, MO VC firm. It has now invoked $34 million.
While it was at it, Playvox too announced something else bizarre for an early stage company: an possession. The startup bought an Australian corporation called Agyle Time, a workforce observing SaaS tool. The acquisition brings together two companies with similar missions to provide a more complete customer services solution.
Playvox founder and CEO Oscar Giraldo founded the company in 2012 and has been quietly constructing it into an international business with brand name customers like Dropbox, Electronic Arts and Wish. The company’s Workforce Optimization platform acts as a mantle on top of customer service center management tools like Zendesk and Salesforce Service Cloud, countenancing management to monitor digital channels and cause customer services operators feedback to support their efforts to do their jobs better.
” When you call a contact centre or a company, you may hear that’ this entitle may be recorded for quality and training intents ‘. So Playvox is a technology that works on the backend of[ the customer service system] to manage the workforce that is responsible for providing a great customer experience ,” Giraldo justified. It does this, but instead of for announcements, it focuses on chat and email interactions.
Giraldo got the idea for the business nine years ago when he was working as a software engineer in Argentina and toured some customer service centers, where he celebrated a great deal of disgruntled and happy hires. He wanted to start a company that would help generate feedback to these employees in a more constructive and positive way.
” Instead of the traditional approaching of customer service QA that was punishing the agents[ for corrects ], what we do is we use that data to train them with a ascertain handling structure that is integrated in the stage, and have instructing tools that allow our customers to provide timely feedback to the agent so they can change their behavior for the very best ,” he said.
The Agyle Time acquisition enables the company to expand beyond this feedback system into customer service workforce scheduling and point them to compete in the enterprise market with a more complete toolset.” What we see is that mixing the quality management agent optimization tools that Playvox has built with Agyle Time’s workforce management will allow us to be a unique vendor in the marketplace ,” Giraldo said.
As for Five Elms, it’s a conglomerate that expends between$ 4 and $40 million in fellowships that have between$ 2 and $20 million in revenue. They like SaaS companionships in atypical lieu with portfolio business in Fayetteville, AK, Columbus, OH and Brisbane Australia. Playvox fits neatly in that group.
” Playvox continues to deliver extraordinary products, compute renowned brands to its purchaser base, and attract excellent ministerials because of its companionship significances and cultural activities ,” Ryan Mandl, managing director at Five Elms Capital said in a statement.