Glia为其基于人工智能的集成客户服务平台筹集了7800万美元

为了减缓COVID-19的传播，社会距离的持续推动意味着比以往任何时候都有更多的人使用基于互联网的服务来完成任务。这对数字客户服务产生了直接的影响，当事情进展不顺利时，数字客户服务的流量和需求空前。如今，一家致力于解决这一问题的初创公司宣布了一轮融资，以拓展其业务。

Glia建立了一个平台，不仅可以整合和帮助管理不同的客户支持渠道，还可以提供工具，帮助代理商主动进入客户的应用程序或网页，帮助他们找到东西或解决问题，该公司今天宣布，它在C轮融资中获得了7800万美元。总部位于纽约（该公司在爱沙尼亚也有大量业务）的联合创始人兼首席执行官丹•迈克里（Dan Michaeli）表示，在2020年该公司收入增长150%后，该公司将继续开发其技术，并扩大业务范围，以解决国内对其服务的兴趣。

Michaeli说，该公司最初专注于金融服务，在该领域拥有大量客户群，但在保险、教育、零售和其他行业也有大量活动。

他在一次采访中说：“我们有着压倒性的需求，现在看到企业如何接纳我们令人难以置信。”。“该计划将大幅扩大规模，并继续定义和满足对数字客户服务的需求。”该公司还可能将部分资金用于收购似乎正在迅速整合的市场。

这一轮由Insight Partners牵头，Don Brown（客户服务领域的企业家，他的公司Interactive Intelligence被Genesys以14亿美元收购）也参与了。

Glia没有透露其他投资者的信息，但过去的支持者包括Tola Capital、Temerity Capital、Grassy Creek和wildcatcapital以及Insight。在此之前，该公司自2012年成立，此前被称为SaleMove，仅募集了2800万美元，根据PitchBook数据，其估值仅为6900万美元（目前尚未披露估值）。

如今市场上有很多客户服务初创公司，其中一些公司的业务得到了巨大的提升，甚至有些公司也在进行整合，因为其他公司都在抢购技术，以确保自己的客户服务战略朝着正确的方向发展。

原文：The ongoing push for social distancing to slow the spread of COVID-19 has meant that more people than ever are using internet-based services to get things done. And that is having a direct impact on digital customer service, which is seeing unprecedented traffic and demands when things are not running smoothly. Today, one of the startups that’s built an interesting, very “hands-on” approach to addressing that problem is announcing a round of funding to expand its business.

Glia, which has built a platform that not only integrates and helps manage different customer support channels, but also provides tools to help agents proactively get into a customer’s app or web page to help them find things or fix issues, is today announcing that it has picked up $78 million in a Series C round of funding. Dan Michaeli, the co-founder and CEO who is based out of New York (the company has a substantial operation in Estonia too), said it will be used to continue developing its technology and expanding to address inbound interest for its services after seeing its revenues grow by 150% in 2020.

The company’s original focus was around financial services and it counts a large base of customers in that area, but it is also seeing a lot of activity in adjacent industries like insurance, as well as education, retail and other categories Michaeli said.

“We’ve had overwhelming demand and it’s incredible to see how businesses want to adopt us right now,” he said in an interview. “The plan is to significantly scale up and continue to define and meet that demand for digital customer service.” The company is likely also to use some of the funding for acquisitions in what appears to be a rapidly consolidating market.

The round is being led by Insight Partners,  with Don Brown (an entrepreneur in the world of customer service, with his company Interactive Intelligence acquired by Genesys for $1.4 billion) also participating.

Glia  isn’t disclosing other investors, but past backers include Tola Capital, Temerity Capital, Grassy Creek and Wildcat Capital, as well as Insight. Prior to this, the company, which has been around since 2012 and was previously known as SaleMove, had raised just $28 million and its valuation was a modest $69 million according to PitchBook data (and it’s not disclosing valuation today).

There are a lot of customer service startups in the market today, and a number of them are seeing huge boosts in their business, and even some consolidation as others snap up tech to make sure they have their own customer service strategies going in the right direction.