Tenfold, a next-gen CTI company that integrates the world’s leading CRM and voice platforms, announced that it has secured $7.5 million in Series C funding led by Next Coast Ventures. The round includes investments from other returning investors Andreessen Horowitz, Geekdom Fund and Salesforce Ventures. Tenfold plans to use the funding to extend its real-time cloud integration layer and intelligent integrated UI to support more voice platforms and CRMs.
“Customers are awaiting the day when they call into a support or service center and the agent on the other end knows exactly who they are and is enabled with relevant information right at their fingertips to provide personalized and efficient service,” said Jeff Cotten, the CEO of Tenfold. “This additional funding will give Tenfold the ability to further empower global sales and service organizations to better serve customers at the point of interaction with intelligent ‘no touch’ data capture and streamlined sales and service workflows.”
The platform applies a contextual lens to the CRM ensuring agents have immediate access to the most relevant data for their interaction and solve the task at hand, while simultaneously automating and simplifying complex workflows. Tenfold’s SaaS -based delivery model is fully compatible with legacy on-premise phone systems as well as modern VoIP and cloud-based communications platforms. Unlike solutions that require appliances or local provisioning, it is completely cloud-based allowing for reliability, scalability and connectivity anywhere across the globe and currently serving customers on all six major continents. Tenfold has recently expanded its relationship with such providers as NICE inContact, RingCentral and Avaya to better integrate ther platforms with CRMs such as Salesforce, ServiceNow, Microsoft Dynamics, Zendesk and several others.
“We’re very impressed with the market traction that Tenfold is getting with large-scale contact centers in strategic industries like financial services, retail and high tech, which is why we wanted to increase our stake in the company,” said the EVP and GM Salesforce Service Cloud, Bill Patterson. “Tenfold provides Salesforce with the depth and breadth we need to better integrate the voice channel into our sales and service CRM and thus are a critical partner for us to enable a more human centric service experience that is effortless and personal.”
“Tenfold’s mission to revolutionize the customer service experience fits squarely into our investment thesis: a great entrepreneur disrupting a massive industry using cutting-edge technology to solve a universal pain point for companies and consumers alike,” said Michael Smerklo, co-founder and managing director of Next Coast Ventures. “Since coming on as CEO just eight months ago, Jeff Cotten has already done an incredible job of reshaping the company’s vision by building out a great team and driving a relentless focus on delivering real value for Tenfold’s growing customer base.”
It’s exciting to see how the company has progressed and it takes CTI to the next level. Genesys was perhaps one of the most well-known companies in the CTI space and they leveraged this position to become a major contact center player over the decades.
The concept of CTI 2.0 is fascinating as it shows CTI has finally merged with IP and cloud to become more flexible and beneficial to customers.
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