Andreessen Horowitz is a venture capital firm specializing in investing in seed, start-ups, early, mid-stage, growth, and late-stage. It prefers to invest in the social media business and technology sector with a focus on software, back-end infrastructure, the infrastructure of the Internet, cloud computing, enterprise software and services, consumer, business Internet, mobile-Internet, consumer Internet, cloud computing, data storage, social network browsers data-storage, consumer electronics, networking functions, software related biology, biotech, and medicine companies at the intersection of computer science and life sciences with a focus on digital therapeutics, cloud technology in biology, and computational medicine.

Andreessen Horowitz

Accel is an early and growth-stage venture capital firm that powers a global community of entrepreneurs. Accel backs entrepreneurs who have what it takes to build a business.  Accel’s vision for entrepreneurship and business enables it to identify and invest in the companies that will be responsible for the growth of next-generation industries. Accel-backed companies include Atlassian, Braintree, Cloudera, DJI, Dropbox, Dropcam, Etsy, Facebook, Flipkart, Lookout Security, MoPub, Qualtrics, Slack, Spotify, Supercell, Vox Media, and others.

Accel

A* Capital

Bain Capital Ventures invests in seed to growth-stage startups that are using tech to disrupt existing markets or create entirely new ones.  The firm invests from seed to growth in enterprise software, infrastructure software, and industries being transformed by data.  Bain Capital Ventures has helped launch and commercialize 200-plus companies since 2000, including investments in DocuSign, Jet.com, Kiva Systems, LinkedIn, Rapid7, SurveyMonkey, Taleo, and TellApart. Bain Capital Ventures has more than $5.2 billion of assets under management with offices in San Francisco, New York, and Boston.

Bain Capital Ventures

ACME Capital is a venture capital and private equity firm that invests in breakthrough technologies that fuel platform shifts and disruptive business models that capitalize on new platforms. Its purpose is to support those founders who choose to take their capital.  The firm was founded in 2018 and headquartered in San Francisco, California.

ACME Capital

Bond is a venture capital firm that supports visionary founders of high-growth Internet companies throughout their life cycle of innovation and growth. The firm, a spinout of the Kleiner Perkins Digital Growth Fund, was launched in January 2019 and founded by Mary Meeker with Mood Rowghani, Noah Knauf.

Bond

Decagon

Decagon offers AI customer support agents designed for enterprises. It is trusted by leading companies and startups, their generative AI delivers exceptional customer experiences. It provides auto-resolve issues, streamlines workflows, assists agents and gains powerful insights with seamless integrations tailored for success.

Decagon is a provider of customer support solutions. Their platform integrates with customers' existing workflows and data sources to offer human-like interactions, handling complex support tasks such as processing refunds, postponing shipments, and filing bug reports. Decagon utilizes a proprietary AI stack composed of a mix of third-party and fine-tuned large language models to power its AI agents.

Harnessing tech to provide exceptional customer experiences

Customer Service Platforms

Decagon is a provider of customer support solutions. Their platform integrates with customers' existing workflows and data sources to offer human-like interactions, handling complex support tasks such as processing refunds, postponing shipments, and filing bug reports. Decagon utilizes a proprietary AI stack composed of a mix of third-party and fine-tuned large language models to power its AI agents.The company's key product differentiator lies in its ability to mirror human capabilities by understanding context, analyzing trends, and suggesting improvements to customers' knowledge bases. This allows Decagon to automate a significant portion of support volumes while enhancing operational efficiency and customer satisfaction.Key customers and partnershipsAs of June 2024, Decagon served customers across various industries, including Eventbrite, Bilt, Substack, ClassPass, Vanta, and Rippling.

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 RingCentral is a leading provider of cloud-based unified communications as a service (UCaaS) solutions. The company's flagship product, RingCentral MVP (now rebranded as RingEX), offers a comprehensive suite of communication and collaboration tools including voice calls, video meetings, team messaging, SMS, and fax capabilities. RingCentral's platform is designed to enable businesses of all sizes to communicate effectively across multiple devices and locations. The company utilizes a multi-cloud, multi-network architecture to ensure high availability, with a 99.999% uptime SLA. As of December 2021, RingCentral served customers across various industries including financial services, education, healthcare, and technology. The platform integrates with over 300 popular business applications to streamline workflows. RingCentral's solutions are built on open standards and utilize security measures such as TLS and SRTP encryption to protect customer data. In 2021, RingCentral reported annual revenue of USD 1.6 billion, primarily generated through subscription-based pricing models for its cloud services.
 
 
 
 
 Key customers and partnerships
 
 
 
 
 
 RingCentral has established partnerships with major telecom providers and technology companies to expand its reach. The company counts organizations like Toyota, Lufthansa, Salesforce, eBay, and the Golden State Warriors among its customers. In 2024, RingCentral introduced RingSense AI, an AI-powered assistant that provides real-time note-taking, conversation insights, and automated message writing and translation capabilities. RingCentral has also developed RingCX, a native AI-first contact center solution that integrates with its unified communications platform. The company's solutions are recognized by industry analysts, with RingCentral receiving leader designations from firms like Gartner, Frost &amp; Sullivan, and IDC MarketScape.
 
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RingCentral

Aircall is a cloud-based phone system and call center software founded in 2014 in Paris, France. The company provides businesses with a virtual call center solution that integrates seamlessly with popular CRM and helpdesk tools. Aircall's platform enables companies to set up professional phone systems quickly, manage calls and contacts efficiently, and analyze call data to improve performance. Key features include auto-attendants, call routing, contact center management, advanced analytics, and integrations with tools like Salesforce, Zendesk, and Slack.
As of 2024, Aircall serves over 13,000 companies worldwide and has offices in New York, Paris, Sydney, Madrid, Berlin, and London. The company's cloud-based solution eliminates the need for complex hardware installations, making it suitable for businesses of all sizes, from small teams to large enterprises. Aircall's platform is designed to be accessible, transparent, and collaborative, allowing for easy management of phone systems across distributed teams.
Aircall offers three main pricing tiers: Essentials, Professional, and Custom. The Essentials plan starts at USD 30 per user per month when billed annually, with a minimum of three users. This plan includes features like unlimited calls in the US and Canada, basic integrations, and call recording. The Professional plan, priced at USD 50 per user per month when billed annually, adds advanced features such as Salesforce integration, call monitoring, and advanced analytics. Custom plans are available for larger organizations with specific needs.
In June 2022, Aircall announced that it had reached USD 100 million in Annual Recurring Revenue (ARR), achieving "centaur" status - a term used to describe companies with USD 100 million or more in ARR. This milestone came just one year after Aircall reached unicorn status with a valuation of over USD 1 billion. The company's growth has been fueled by increasing demand for cloud-based communication solutions, particularly as businesses adapt to remote and hybrid work environments.

Aircall

Acquire is a unified customer engagement platform that enables businesses to provide efficient, real-time customer communications across multiple channels. The platform combines several key features including live chat, chatbots, co-browsing, video calls, knowledge base software, and a shared inbox. Acquire aims to help companies deliver personalized, omnichannel experiences that modern customers demand without requiring complex IT infrastructure.
The platform allows businesses to respond to customer queries from a single dashboard, providing a consolidated view of all customer interactions. Acquire's live chat functionality works across devices and browsers to offer on-demand support during business hours. Its no-code chatbot builder allows companies to create custom workflows for handling repetitive queries 24/7. The co-browsing feature enables agents to view and interact with customers' browsers in real-time without requiring any downloads. Acquire also includes built-in knowledge base software to organize self-help resources that can be integrated with live chat.
One of Acquire's key differentiators is its video chat capability, which allows face-to-face customer interactions with one-click initiation and no installation required. The platform also provides analytics to measure customer data and gain deeper insights. Acquire is designed to integrate with existing IT resources and offers over 50 integrations with sales, support, social, and analytics tools.
Key customers and partnerships
The Dufresne Group, a Canadian home furnishing retailer, successfully implemented Acquire's video chat feature to reduce furniture repair costs and improve online customer engagement. When faced with pandemic restrictions, the company expanded its use of Acquire to facilitate virtual furniture sales through video tours and co-browsing, allowing them to pivot their business model without additional investment or training.

Acquire

CloudTalk is a provider of AI-powered calling solutions and call center software for modern businesses. Founded in 2016 in Bratislava, Slovakia, the company offers a cloud-based platform that helps sales, customer service, and marketing teams connect with clients more efficiently. CloudTalk's VoIP business calling solution automates workflows and provides managers with built-in analytics to optimize performance and increase calling efficiency. The platform features over 70 features and integrates with leading CRMs and helpdesk tools, centralizing and processing all calling data to allow businesses to customize their customer experience.
CloudTalk's technology includes its own virtual 'phone suite' that integrates with CRMs and support tools, providing key information to customer service and sales teams during calls and enabling easy updates afterward. This capability is estimated to save users 2-3 minutes per call. The company has also built its own infrastructure, giving it better control over voice quality. CloudTalk's recent focus has been on enhancing its AI-powered cloud phone system and contact center solutions, incorporating features such as AI-powered dialers, conversational intelligence, speech recognition, call summarization, automated note-taking, and sentiment analysis.
Key customers and partnerships
CloudTalk reported serving over 4,000 sales and customer-facing teams across more than 100 countries, powering more than 400 million customer conversations. The company primarily attracts small to medium-sized businesses with an average of 10 to 3,000 users, but also counts larger organizations among its clients. Notable customers include Glovo, OYO, Fujitsu, Tier, DHL, and Nokia. CloudTalk's solution is used across various industries, with a particular focus on financial services, where it helps businesses scale their communication capabilities alongside their growing client base.

CloudTalk

Talkdesk is a leading cloud-based contact center software provider founded in 2011. The company offers an end-to-end solution designed to help businesses improve customer experiences and agent productivity. Talkdesk's platform combines enterprise scalability with consumer simplicity, delivering advantages in speed, agility, reliability, and security.
Talkdesk's core offering is the CX Cloud, an AI-powered contact center solution that supports omnichannel interactions across voice, email, chat, SMS, and social media. Key features include intelligent call routing, interactive voice response (IVR), workforce management, quality management, real-time and historical reporting, and integrations with popular CRM systems. The platform leverages artificial intelligence throughout, including for agent assistance, sentiment analysis, and automated quality management.
In 2022, Talkdesk introduced industry-specific solutions called Talkdesk Industry Experience Clouds. These are purpose-built contact center platforms for sectors like retail, financial services, and healthcare. They come pre-configured with industry-specific workflows, AI models, and integrations to accelerate deployment and ROI for companies in those verticals.
Talkdesk places a strong emphasis on ease of use and rapid deployment. The company claims its solutions can be set up in minutes rather than months. The platform is designed to be intuitive for agents, supervisors, and administrators alike. Talkdesk also offers extensive customization options and open APIs for businesses that need to tailor the solution to their specific needs.
Key customers and partnerships
Talkdesk serves customers across various industries, ranging from small businesses to large enterprises. The company states it has "thousands" of customers worldwide, including Fortune 500 enterprises. Talkdesk has over 60 pre-built integrations with platforms like Salesforce, Microsoft Teams, and Zendesk. In July 2022, Talkdesk announced a partnership with Cognizant to bring its Industry Experience Clouds to more enterprises globally and provide implementation support.

Talkdesk

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

AI/ML improves customer service by automating tasks, enhancing response times, and personalized experiences.

Leverages customer data, such as past interactions, purchase history, and preferences, to personalize the experience.

Generative AI automates responses, analyze data, and provide personalized solutions for customer feedback and help-desk.

Supports hybrid working model by providing remote access, collaboration, omnichannel support, self-service options, and analytics.

NLP improves communication and support by analyzing customer inquiries and feedback, enhancing relevance.

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 Decagon, a provider of AI-driven customer support solutions, has successfully raised 35 million dollars in a Series A funding round. The round was primarily led by Accel and a16z. 
 The company plans to use this new capital primarily for product development and team expansion purposes.
 Specifically, Decagon's focus is on developing AI agents that can drastically improve enterprise customer support. The core of their innovation lies in identifying and efficiently rectifying issues in conventional customer support models. Their AI agents manage customer interactions, bolster operational workflows, and equip businesses with valuable analytical insights.
 
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Decagon

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