In a round led by existing investor Insight Partners, multi-channel digital customer experience specialist Glia has raised $78 million in capital. The Series C round takes the company’s total funding to $107 million, and will be used to help scale the company’s digital customer service offerings with an emphasis on product development and an eye toward potential strategic acquisitions.
“Just as Zoom has transformed the way consumers communicate with colleagues, family and friends, Digital Customer Service is changing the way businesses support and engage with customers,” Glia co-founder and CEO Dan Michaeli explained. “This is an area that has gone mainstream, as evidenced by Facebooks’s recent billion-dollar acquisition of Kustomer.”
Glia’s fundraising comes as the company reports growth of more than 150% in 2020. This is due in part to the impact of COVID-19 related lockdowns and Work From Home policies that drove consumers and employees alike toward digital channels for commerce and work. Glia’s platform enables customers to communicate with businesses using any channel – voice, text, video – and to seamlessly transition between those channels during the interaction. The technology allows customer service representatives to guide customer journeys, increasing personalization and efficiency and boosting customer satisfaction and retention rates.
Insight Partners Lonne Jaffe praised Glia’s platform for providing the tools required for businesses to engage customers digitally and “communicate through the customer’s channel of choice.” Dan Brown, founder and CEO of Interactive Intelligence, who also participated in this week’s investment, added that Glia represents a solution for companies that are “still focused on moving antiquated, on-premises telephony systems to cloud contact centers that essentially offer the same functionality.” Brown added that if he were to build his company again today, “I would take Glia’s approach.”
Founded in 2012 and headquartered in New York, Glia last demonstrated its digital customer service technology at FinovateWest Digital 2020, earning Best of Show honors. Formerly known as SaleMove, Glia has teamed up with more than 150 financial institutions, insurance companies, and fintechs, most recently partnering with intelligent virtual assistant company Interface, and fellow Finovate alum and AI-powered chatbot developer, Finn AI.