Personal blog of Yzmir Ramirez

Talkdesk, a provider of cloud-based contact center software, announced $230 million in new Series D funding that more than triples the company’s valuation to $10 billion, Talkdesk founder CEO Tiago Paiva confirmed to TechCrunch.

New investors Whale Rock Capital Management, TI Platform Management and Alpha Square Group came on board for this round and were joined by existing investors Amity Ventures, Franklin Templeton, Top Tier Capital Partners, Viking Global Investors and Willoughby Capital.

Talkdesk uses artificial intelligence and machine learning to improve customer service for midmarket and enterprise businesses. It counts over 1,800 companies as customers, including IBM, Acxiom, Trivago and Fujitsu.

“The global pandemic was a big part of how customers interact and how we interacted with our customers, all working from home,” Paiva said. “When you think about ordering things online, call, chat and email interactions became more important, and contact centers became core in every company.”

San Francisco-based Talkdesk now has $498 million in total funding since its inception in 2011. It was a Startup Battlefield contestant at TechCrunch Disrupt NY in 2012. The new funding follows a $143 million Series C raised last July that gave it a $3 billion valuation. Prior to that, Talkdesk brought in $100 million in 2018.

The 2020 round was planned to buoy the company’s growth and expansion to nearly 2,000 employees, Paiva said. For the Series D, there was much interest from investors, including a lot of inbound interest, he said.

“We were not looking for new money, and finished last year with more money in the bank that we raised in the last round, but the investors were great and wanted to make it work,” Paiva said.

Half of Talkdesk’s staff is in product and engineering, an area he intends to double down in with the new funding as well as adding to the headcount to support customers. The company also has plans to expand in areas where it is already operating — Latin America, Europe, Asia and Australia.

This year, the company unveiled new features, including Talkdesk Workspace, a customizable interface for contact center teams, and Talkdesk Builder, a set of tools for customization across workspaces, routing, reporting and integrations. It also launched contact center tools designed specifically for financial services and healthcare organizations and what it is touting as the “industry’s first human-in-the-loop tool for contact centers and continues to lower the barrier to adopting artificial intelligence solutions.”

In addition to the funding, Talkdesk appointed its first chief financial officer, Sydney Carey, giving the company an executive team of 50% women, Paiva said. Carey has a SaaS background and joins the company from Sumo Logic, where she led the organization through an initial public offering in 2020.

“We were hiring our executive team over the past couple of years, and were looking for a CFO, but with no specific timeline, just looking for the right person,” Paiva added. “Sydney was the person we wanted to hire.”

Though Paiva didn’t hint at any upcoming IPO plans, TI Platform Management co-founders Trang Nguyen and Alex Bangash have followed Paiva since he started the company and said they anticipate the company heading in that direction in the future.

“Talkdesk is an example of what can happen when a strong team is assembled behind a winning idea,” they said in a written statement. “Today, Talkdesk has become near ubiquitous as a SaaS product with adoption across a broad array of industries and integrations with the most popular enterprise cloud platforms, including Salesforce, Zendesk and Slack.”

Gong, the revenue intelligence startup, has been raising capital at a rapid pace, and today the company announced another $250 million on a $7.25 billion valuation, a number that triples its previous valuation from last summer.

Franklin Templeton led today’s festivities with participation from Coatue, Salesforce Ventures, Sequoia, Thrive Capital and Tiger Global. The company raised $200 million last August at a $2.2 billion valuation, and has now raised $584 million, $450 million coming in the last year.

What is making investors open their wallets and pull out such large sums of cash? The company is helping solve a hard problem on how to bring more intelligence to the revenue process. They do this by using artificial intelligence to listen to every customer interaction, whether that’s a sales or service call (or anything else), and use that information to determine valuable information like who is most likely to buy and who is most likely to churn.

It’s been going well and CEO Amit Bendov says the company’s performance really validates the valuation. While he wasn’t ready to discuss specific numbers, he did say that ARR grew 2.3x between Q1 last year and this year, and he says Q2 is on pace to triple ARR.

“The valuation is up about 3x from last summer, but sales are more than 3x. We have high logo customers. [Last year], it was still unclear how COVID was going to impact us. People believed [our business] was going to do well [during the pandemic], but it wasn’t as obvious. Now, it is obvious. And all the […] financials are way better, so from a pure financials [perspective] our multipliers are pretty reasonable for our revenue trajectory,” he said.

With all this growth, the company is adding employees at a rapid pace. It closed the year with 400 people, and is up to around 550 today with a goal of reaching 950 by year end. It has partnered with a consulting firm called ReadySet, which helps companies build diverse and inclusive organizations, and Bendov says they are an equal-pay company.

Women represent around 40% of the employees and around 4% are Black, a number he hopes to increase by growing the Atlanta office. In the office in Israel, he has set up employment and training programs to build bridges to the Arab community.

Bendov says he looks forward to meeting his U.S. employees in the coming weeks when he’ll be visiting the Atlanta office for the first time.

Celonis, the late-stage process mining software startup, announced a $1 billion Series D investment this morning on an eye-popping $11 billion valuation, up from $2.5 billion in its Series C in 2019, quadrupling its value in just two years.

Durable Capital Partners LP and T. Rowe Price Associates co-led the round, with participation from new investors Franklin Templeton, Splunk Ventures and existing investors Arena Holdings. Other unnamed existing investors also participated.

While it was at it, the company announced it was naming experienced financial pro Carlos Kirjner as CFO. Kirjner’s most recent job was at Google, where he led finance for ads and other key product areas, according to the company.

The presence of institutional investors like T. Rowe Price and Franklin Templeton and the huge influx of capital could be a signal that this is the last private fundraise for the company before it goes public, and Celonis CEO and co-founder Alexander Rinke did not shy away from IPO talk when asked about it.

“It could be, yeah. It’s kind of tough to predict the future, but look, we’re very bullish about the growth and our prospects both as a private — and down the road — a public company, and obviously we now have backers that can invest capital in both [public and private markets],” Rinke told TechCrunch.

Rinke says what’s driving this interest is the tremendous potential of the market even beyond process mining, which he sees as just a starting point for a much larger market. “Process mining where we originated from is really just the gateway to build new processes and better processes for organizations, and as you think about that that’s a much much bigger market that we’re addressing,” he said.

The company’s processing mining software sits at the beginning of the process automation food chain, which includes robotic process automation, no-code workflow and other tools to bring more automated workflows to companies. It’s quite possible that the company could develop other pieces of this or use the new capital to buy talent and functionality, something that Rinke acknowledges is possible now with this much capital behind the company.

Celonis started by mapping out exactly how work flows through an organization, something that used to take high-priced human consultants months to figure out sitting with employees and watching how work flows. Once a company knows how work moves through an organization, it’s easier to find inefficiencies and places that are ripe for using automation tools. Speeding up that first part of the operation with technology can bring down the cost and accelerate innovation and change.

The company made a huge deal with IBM recently where IBM plans on training 10,000 consultants worldwide to use Celonis tooling. That brings the power of a company the size of IBM to one that is still relatively small in comparison — Rinke thinks they’ll reach 2,000 employees by year end — and that could be at least part of the reason investors were willing to pump so much capital into the company.

The company, which recently turned 10, currently has 1,000 enterprise customers, including Uber, Dell, Splunk (which is also an investor), L’Oréal and AstraZeneca.