Directly, a San Francisco, CA-based customer experience automation company, raised an additional $11m in funding.
The round added to the $20m strategic investment announced in January, and brought the total funding round to $31m.
New investors Triangle Peak Partners and Toba Capital joined Samsung NEXT, Industry Ventures, Microsoft’s M12 Ventures, True Ventures, Costanoa Ventures and Northgate in the round.
Alongside the new funding, Directly is introducing a partner ecosystem and robust APIs to help customer support leaders seamlessly access the benefits of its platform. The first secured partnerships are with leading virtual agent companies Meya, Percept.ai, and SmartAction. As part of this program, Directly is granting companies access to the power of its expert network.
This network and operating model are what enables Directly to offer resilient customer support to leading global enterprises like Microsoft, Samsung, and Airbnb.
Led by CEO Mike de la Cruz, Directly provides a platform for companies to deliver automated and flexible customer support operations, resolving support issues within the IVR, email, web, live chat, and messaging channels. The platform integrates into support channels to understand customer issues, automate common solutions, and engage community experts. Companies using the platform are Airbnb, Microsoft, and Samsung, among others.