Partech is a global tech investment firm headquartered in Paris, with offices in Berlin, Dakar, Dubai, Nairobi, and San Francisco. We are a team made up of independent thinkers. We are unconstrained by hype, trend or fixed ways of working. We believe in the power of alliance in action, working together and side-by-side with the founders we back, in the shared pursuit of success. We bring together capital, operational experience and strategic support for the entrepreneurs we back from seed through to growth stage. Born in San Francisco 40 years ago, today we manage €2.5bn AUM and our current portfolio of 220 companies in 40 countries, across 4 continents.

Partech

Founded in 1989 by John Hummer and Ann Winblad, HWVP pioneered the idea of a venture capital firm investing exclusively in enterprise software companies. From their earliest funds focused on the disruptive shift away from mainframes to client/server computing, through the commodity-driven cloud data centers of today, they have remained true to their software-only roots. Through their deep understanding of the technology landscape, they have helped drive companies to success by supporting those at the forefront of disruptive advances in the software industry. Entrepreneurs themselves, their team has deep technology roots and a passion for building successful companies. Having started their careers as engineers and programmers, they understand the challenges inherent in creating a scalable and economically viable company. From the complexities of product launches, building sales teams, making payroll, and raising capital, to running public companies - they have been where you are and taken companies where you want to go.

Hummer Winblad Venture Partners

At Mosaic Capital, we provide mezzanine debt and equity to privately-held middle market companies. We focus on ownership transitions and change of control transactions and specialize in management-led buyouts through Employee Stock Ownership Plans (“ESOPs”). We also selectively invest utilizing traditional private equity structures. Our objective is to partner with high quality management teams at well established companies to help shareholders realize value. We apply our operating experience and expertise to support management in achieving goals and objectives.

Mosaic Capital Partners

Adams Street Partners is a global private market investment management firm that offers comprehensive solutions for its investors. As one of the independent, employee-owned firms, Adams Street has established a reputation for strong performance, an extensive knowledge base, and a disciplined investment approach that values quality over quantity. For more than 45 years, Adams Street has gained the experience to successfully manage through some of the most challenging investment cycles. The collective knowledge of the Adams Street team works collaboratively to leverage the global resources of the Firm in navigating the complexities of private markets. Its mission as a premier private markets investment manager is to provide world-class investment performance and maintain the confidence of our investors through our deep understanding of the global private marketplace and deliver exemplary client service.

Adams Street Partners

Sapphire is a global software venture capital firm with more than $11 billion in AUM and team members across Austin, London, Menlo Park and San Francisco. For over a decade, Sapphire has partnered with visionary management teams and venture funds to back companies of consequence. Since its founding, Sapphire has invested in more than 170 companies globally resulting in more than 30 Public Listings and 45 acquisitions. The firm’s investment strategies — Sapphire Ventures, Sapphire Partners and Sapphire Sport — are focused on scaling companies and venture funds, elevating them to become category leaders. Sapphire’s Portfolio Growth team of experienced operators delivers a strategic blend of value-add services, tools and resources designed to support portfolio company leaders as they scale.

Sapphire Ventures

Five9

Using AI to mimic and understand human language

Natural Language Processing Tools

Cresta is an end-to-end generative AI platform for contact centers that aims to make every customer interaction excellent. Founded in 2020, the company leverages artificial intelligence to provide real-time intelligence and coaching for contact center agents, managers, and executives. Cresta's platform uses advanced language models and machine learning to analyze conversations, identify effective behaviors, and provide actionable insights to improve performance.
The company's core product offerings include Cresta for Agents, which provides real-time AI-driven assistance and coaching; Cresta for Managers, which offers visibility into agent performance and enables real-time coaching; and Cresta for Business, which delivers executive-level insights on contact center interactions and performance. In April 2024, Cresta introduced new capabilities including Behavior Discovery, Generative AI Intents, and enhanced Hybrid Quality Management & Screen Recording features. These advancements aim to help organizations achieve better business outcomes by identifying and reinforcing effective conversational behaviors.
Cresta's technology integrates with existing contact center systems, allowing for a modular adoption approach rather than requiring a full replacement of current infrastructure. The platform is designed to work across multiple channels, including phone, chat, and email. Cresta's AI models are customized for each client, enabling the software to understand company-specific conversations and provide tailored recommendations.
Key customers and partnerships
Cresta serves a range of enterprise customers across various industries. Notable clients include CarMax, Vivint, Intuit, Porsche, Blue Nile, Earthlink, and Holiday Inn Vacation Club. The company has reported significant improvements for its customers, including a 15% increase in customer satisfaction scores on average, 3X reduced ramp time for new agents, and 3-5 hours saved per week on repetitive tasks for agents.
In terms of partnerships, Cresta has strategic relationships with major players in the contact center industry. In March 2022, the company announced investments from Genesys, Five9, and Zoom as part of its Series C funding round. These partnerships aim to accelerate go-to-market efforts and integrate Cresta's AI capabilities with existing contact center platforms.

Harnessing tech to provide exceptional customer experiences

Customer Service Platforms

Cresta offers AI-powered solutions for business contact centers, including virtual agents, AI assistants for human agents, agent coaching, and analytics tools. Cresta’s solutions are applicable in sales, collections, customer retention, and remote workforce management use cases, across automotive, retail, finance, telecom, insurance, and airline industries.Cresta’s main products are;1) Agent Assist: an AI powered assistant for human agents, offering automated note-taking and summaries, generative AI and analytics powered response suggestion, and autocomplete.2) Director: A call center management tool offering quality assurance tools, agent coaching, performance insights, and functionality allowing managers to monitor and assist their agents in real time.3) Insights: an analytics tool which monitors interactions, leveraging generative AI to produce insights into customer behavior.4) Virtual Agent: a chatbot powered by generative AI. Virtual Agent analyzes support history to identify which conversations require automation, builds chatbot content, and automates to independently resolve simpler customer queries.The individual products are integrated in a unified platform, allowing insights and analytics from one product to be immediately actioned in another. Cresta offers these solutions in bundles with features tailored for revenue growth, customer care, and post call workstreams.As of April 2023, Cresta’s solutions are available for integration with several contact center platforms including; Five9, Genesis, AWS Connect, Twilio, Salesforce, and Liveperson.Cresta’s solutions leverage the “Real Time Intelligence Platform”, the firm’s underlying AI which integrates large language models (LLMs) and natural language understanding (NLU). The AI platform enables Cresta to deliver bespoke solutions to each customer without requiring customers to train AI, fine-tune language models, or build workflows. Cresta also provides a no-code platform to allow customers to modify the AI.Key customers and partnershipsAs of April 2023, Cresta counts Aptive, Blue Nile, Carmax, COX, Porsche, Earthlink, Hulton, Holiday Inn, Intuit, and Verizon as customers.

Cresta makes business radically more productive by using Expertise AI to help sales and service teams unlock their full potential. Cresta is bringing together world-renowned AI thought-leaders, engineers, and investors to create market-ready AI solutions capable of transforming sales and service productivity in weeks. Cresta has driven hundreds of millions of dollars in incremental revenue for its clients and is backed by world-class investors including Andreessen Horowitz and Greylock Partners.

Five9 is a provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating approximately three billion customer interactions annually. Five9 provides businesses with reliable, secure, compliant, and scalable cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.

<div> Five9, Inc. (Nasdaq: FIVN) is a leading provider of cloud-based contact center software for enterprises. Founded in 2001, Five9 pioneered the migration of contact center solutions from on-premise systems to the cloud. The company offers its Intelligent Cloud Contact Center platform, which provides digital engagement, analytics, workflow automation, workforce optimization, and AI capabilities to help organizations deliver exceptional customer experiences. Five9's product offerings include: <ul> <li> Inbound and outbound voice solutions </li> <li> Omnichannel support across voice, email, chat, SMS, and social media </li> <li> Workforce optimization and performance management tools </li> <li> AI-powered virtual assistants and interaction analytics </li> <li> CRM integrations with platforms like Salesforce, Microsoft Dynamics, and Oracle </li> <li> Workflow automation capabilities </li> </ul> As of December 2023, Five9 serves over 3,000 customers globally, including enterprise, mid-market and SMB organizations across various industries. The company reported annual revenue of USD 910 million for 2023, representing 17% year-over-year growth. Five9 has over 2,600 employees worldwide and operates globally with offices in North America, Europe, and Asia-Pacific. In recent developments, Five9 has focused heavily on AI innovation, launching enhancements like Agent Assist 2.0 with AI Summary powered by generative AI technology in 2023. The company also acquired Aceyus to strengthen its data analytics and migration capabilities. Five9 continues to expand internationally, opening a new engineering hub in Porto, Portugal and forming strategic partnerships to increase its presence in markets like Latin America and Europe. </div>

Wells Fargo downgrades Five9 to Equal Weight, lowers price target to $40

Platforms offering centralized customer interaction and support services via phone, email, live chat, or social media

Platforms that gather feedback from various channels, such as surveys, reviews, and social media,  to gain insights, identify trends, and make data-driven decisions to improve customer experiences

Platforms that offer a centralized repository for organizing information, resources, and documentation, allowing users to access relevant self-service resources related to a specific subject or domain

Platforms for managing customer inquiries, complaints, and technical issues by streamlining ticketing, facilitating communication, and tracking request status

Platforms that enable real-time communication between customers and support agents by offering chat interfaces, file-sharing capabilities, and visitor monitoring

Platforms that provide a comprehensive software solution that consolidates various tools and functionalities, including ticketing, case management, knowledge base, live chat, social media management, self-service options, and analytics

Companies that use GenAI as a core part of their product offering for customer service

The tools that power remote work are define the next generation of enterprise software.

Five9

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