Dixa nabs $105M to unify consumer service channels

Dixa, a startup establishing conversational consumer engagement computer software, today announced that it raised $105 million in a series C funding round led by General Atlantic, with participation from Notion Capital and Project A. CEO Mads Fosselius says that the proceeds will be place toward item development, new acquisitions following Dixa’s buy of Melbourne-based Elevio in January, and quadrupling Dixa’s engineering group by the finish of 2022.

The consumer service business remains fragmented and constructed about precise channels of engagement. Call center providers use the phone as a dominant channel, for instance, although ticketing technique providers focus on transactional experiences. The stakes are higher — 90% of Americans use consumer service as a aspect in deciding irrespective of whether or not to do enterprise with a business, according to Microsoft.

Founded in Denmark in 2015 and launched to industry in 2018, Dixa aims to enable brands boost income via enhanced consumer experiences. The platform permits brands to unify channels in a single technique, equipping agents with tools like cross-channel prioritization, routing capabilities, and integrations. Dixa presents a phone technique that runs in any net browser. And it gives e-mail workflows as properly as assistance for chat apps such as Facebook Messenger and WhatsApp.

“Dixa was founded with the mission to transform customer service and evolving an industry focused on efficiency and problem-solving to be a value driver for every business,” Fosselius told VentureBeat through e-mail. “One of the foundations of Dixa’s vision and platform is the agent experience and the understanding that it’s tightly connected to customer experience. Today, customer service agents are disempowered by tools and standards that don’t allow them to provide a great customer experience. Agent experience is built into the core of Dixa — empowered with these capabilities, agents can become drivers of business outcomes.”

Automating consumer service

While Dixa emphasizes the human element of consumer service, it applies AI to some self-service experiences in addition to back-workplace tasks. According to Fosselius, Dixa’s AI bolsters the contextual relevance of expertise-based documents, recommending articles to agents based on the situation. The AI improves with consumer feedback and interactions information, recasting interactions into ostensibly greater consumer experiences.

For instance, Dixa’s AI can match prospects with agents based on variables such as expertise, consumer relationship management information, and interaction history.

“Today, consumers are spoiled with choice and expect a personalized and positive experience with every engagement, which today’s standard can’t provide,” Fosselius mentioned. “This requires a paradigm shift and retiring outdated concepts like omnichannel that keeps businesses lagging behind. Dixa is focused on the customer journey that transcends beyond a specific channel or modality.”

Dixa, which has 200 personnel spread across offices in Copenhagen, London, New York, Berlin, Kyiv, Tel Aviv, and Melbourne, competes with Kustomer, Zendesk, and Gladly in the more than $7.54 billion consumer knowledge management industry. But the business has established a sizeable foothold more than the previous 3 years, with more than 700 prospects such as Epic Games, Wistia, and Rapha.

“The need for brands to differentiate through a great customer experience as well as the introduction and uptake of digital channels only grew during the pandemic. We’ve seen great brands growing together with us during these challenging times,” Fosselius mentioned.

The most recent round of financing brings Dixa’s total raised to $155 million to date. The business previously closed a $36 million series B in February 2020, which was also led by Notion.

Originally appeared on: TheSpuzz