Directly, a cloud-based customer experience automation platform, announced an additional $11 million in new funding, expanding the $20 million strategic investment announced in January.
New investors Triangle Peak Partners and Toba Capital join previously announced investors Samsung NEXT, Industry Ventures, Microsoft’s M12 Ventures, True Ventures, Costanoa Ventures, and Northgate in the round.
Directly makes customer support operations more resilient. Companies automate and resolve support issues within the IVR, email, web, live chat, and messaging channels using the Directly platform. The platform provides insights into customer conversations, automates common support issues, and engages community experts to resolve customer issues more reliably at scale.
Including the latest funding round, Directly has raised $31 million to date. The company plans to use the latest funds to expand platform capabilities.
Alongside the new funding, Directly is introducing a partner ecosystem and robust APIs to help customer support leaders seamlessly access the benefits of its platform.
The first secured partnerships are with leading virtual agent companies Meya, Percept.ai, and SmartAction. This network and operating model enables Directly to offer resilient customer support to leading global enterprises like Microsoft, Samsung, and Airbnb.
“At its core, our business is about helping customer support leaders resolve customer issues with the right mix of automation and human support,” said Directly CEO Mike de la Cruz.
“It’s one thing to deliver a great product today, but we’re committed to ensuring that our customers have the solutions they need over the long term. That means constantly investing in our platform and expanding our capabilities, so that we can keep up with the rapid pace of technological change and an unpredictable economic landscape. These new partnerships and this latest expansion of our recent funding round have positioned us to do just that.”
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