Ujet raises $55 million to expand cloud-based customer support platform

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Cloud-based customer support platform Ujet has raised $55 million in a series C round of funding led by Sapphire Ventures, with participation from other notable investors including Alphabet’s GV.

The cloud-based contact center market was pegged as a $13 billion industry in 2019, and is expected to reach almost $50 billion by 2025 — though this figure that could rise exponentially due to the rapid acceleration of remote-working. Indeed, Ujet’s raise comes as companies across the spectrum have had to transition customer support agents to remote environments due to the COVID-19 crisis. The investment also follows swiftly after Aircall — another cloud-based contact center — which raised $65 million just a few weeks ago.

Founded in 2015, Ujet offers companies a cloud-native platform to manage, redirect, and resolve incoming customer communications, while also integrating with CRM data to provide agents with customers’ previous history. The San Francisco-based company already claims a number of high-profile clients, including Google, Instacart, and PayPal’s iZettle.

From the customer perspective, Ujet enables them to contact customer support through voice, email, and messaging, while it also integrates smartphone cameras to allow them to easily submit photos and videos to demonstrate problems to the agent.

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Above: Companies integrate with Ujet to bring key customer support functionality to their apps

Prior to now, Ujet had raised around $46 million including a GV-led series B round back in 2018, and with another $55 million in the bank it’s now well-positioned to capitalize on the increased demand for cloud-based contact center technology. Last month, Ujet reported that since COVID-19 restrictions were broadly imposed in March, it had helped its existing clients transition 35,000 agents into remote work environments, and claimed that it was now powering the “world’s single largest cloud contact center” with more than 22,000 agents.

More specifically, Ujet said that its series C round, which includes Kleiner Perkins, DCM, Resolute Ventures, and Citi Ventures as investors, will help it expand its sales and marketing teams at home and internationally, while also launching new products and features.

Ujet’s raise is indicative of a broader shift toward a distributed workforce — a trend that was already happening, but which has accelerated to COVID-19 — major companies such as Facebook and Twitter have already confirmed that their employees will be able to work from home indefinitely. There has also been a spike in demand for tools that facilitate the shift from physical to virtual environments, including platforms that enable online events that allow local pizzerias to sell online.

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