Aircall, a cloud-based contact center platform for businesses, has raised $65 million in a series C round of funding led by DTCP.
The raise comes as countless companies are forced to adopt remote-working practices due to the COVID-19 crisis, a scenario that Aircall hopes to capitalize on.
Founded out of Paris in 2014, Aircall allows companies of all sizes to launch a local call center presence where their customers are based, enabling them to offer localized telephone numbers, toll free numbers, call routing, automated interactive voice responses (IVR) to direct callers to the right department, call queuing, and more. The Aircall platform also serves up analytics, showing metrics such as missed call rates and average wait times.
Other notable features include call commenting and assignment, which allows team members to assign calls to a colleague, with notes and comments to provide additional context.
While distributed workforces and home-working were already a growing trend, the global pandemic has accelerated this push with major companies including Facebook and Twitter confirming that employees will be able to continue working remotely indefinitely. We’ve also seen a spike in investments into tools that enable this transition from physical to virtual environments, including platforms that facilitate online events, services that allow local pizzerias to sell online, and software that make it easier for stores of all shapes and sizes to embrace ecommerce.
Aircall is very much part of that trend, as it enables customer service agents to accept and route calls, follow up with potential prospects, and collaborate with colleagues — regardless of where they are in the world.
Prior to now, Aircall had raised $40 million, and with another $65 million in the bank, it said that it would fund its global expansion, with plans afoot to make 100 new hires with a particular focus on engineering.