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Productivity startup Time is Ltd. raises $5.6M to be the ‘Google Analytics for company time’

Productivity analytics startup Time is Ltd. wants to be the Google Analytics for company time. Or perhaps a sort of “Apple Screen Time” for companies. Whatever the case, the founders reckon that if you can map how time is spent in a company, enormous productivity gains can be unlocked and money better spent.

It’s now raised a $5.6 million late-seed funding round led by Mike Chalfen, of London-based Chalfen Ventures, with participation from Illuminate Financial Management and existing investor Accel. Acequia Capital and former Seal Software chairman Paul Sallaberry are also contributing to the new round, as is former Seal board member Clark Golestani. Furthermore, Ulf Zetterberg, founder and former CEO of contract discovery and analytics company Seal Software, is joining as president and co-founder.

The venture is the latest from serial entrepreneur Jan Rezab, better known for founding SocialBakers, which was acquired last year.

We are all familiar with inefficient meetings, pestering notifications chat, video conferencing tools and the deluge of emails. Time is Ltd. says it plans to address this by acquiring insights and data platforms such as Microsoft 365, Google Workspace, Zoom, Webex, MS Teams, Slack and more. The data and insights gathered would then help managers to understand and take a new approach to measure productivity, engagement and collaboration, the startup says.

The startup says it has now gathered 400 indicators that companies can choose from. For example, a task set by The Wall Street Journal for Time is Ltd. found the average response time for Slack users versus email was 16.3 minutes, comparing to emails which was 72 minutes.

Chalfen commented: “Measuring hybrid and distributed work patterns is critical for every business. Time Is Ltd.’s platform makes such measurement easily available and actionable for so many different types of organizations that I believe it could make work better for every business in the world.”

Rezab said: “The opportunity to analyze these kinds of collaboration and communication data in a privacy-compliant way alongside existing business metrics is the future of understanding the heartbeat of every company — I believe in 10 years time we will be looking at how we could have ignored insights from these platforms.”

Tomas Cupr, founder and Group CEO of Rohlik Group, the European leader of e-grocery, said: “Alongside our traditional BI approaches using performance data, we use Time is Ltd. to help improve the way we collaborate in our teams and improve the way we work both internally and with our vendors — data that Time is Ltd. provides is a must-have for business leaders.”

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Opportunity knocks: Exhibit at TC Sessions: Mobility 2021

No matter what slice of the mobility market you’ve claimed as your own — AVs, EVs, data mining, AI, dockless scooters, robotics or the batteries that will charge and change the world — you won’t find a better place to showcase your extraordinary tech and talent than TC Sessions: Mobility 2021.

Buy a Startup Exhibitor Package and virtually plant your early-stage mobility startup in front of a global audience that’s focused exclusively on one of the most complex, rapidly evolving industries. TC Sessions: Mobility, which takes place on June 9, features the top minds and makers, draws thousands of attendees, fosters collaborative community and creates a networking environment ripe with opportunities.

Pro tip: This package is for pre-Series A, early-stage startups only.

The Startup Exhibitor Package costs $380, and it comes with four all-access passes to the event. But wait (insert infomercial voice here), there’s more!

Your virtual expo booth features lead-generation capabilities. You can highlight your pitch deck, run a video loop and/or host live demos. Network with CrunchMatch, our AI-powered platform, to find and connect with the people who can help move your business forward. CrunchMatch lets you host private video meetings — pitch investors, recruit new talent or grow your customer base.

You’ll have access to all the presentations, panel discussions and breakout sessions, too. And video-on-demand means you won’t miss out.

Here’s a peek at just some of the agenda’s great programming you and, thanks to those extra passes, your team can attend — or catch later with VOD:

  • EV Founders in Focus: We sit down with the founders poised to take advantage of the rise in electric vehicle sales. This time, we will chat with Kameale Terry, co-founder and CEO of ChargerHelp! a startup that enables on-demand repair of electric vehicle charging stations.
  • Will Venture Capital Drive the Future of Mobility? Clara Brenner, Quin Garcia and Rachel Holt will discuss how the pandemic changed their investment strategies, the hottest sectors within the mobility industry, the rise of SPACs as a financial instrument and where they plan to put their capital in 2021 and beyond.
  • Driving Innovation at General Motors: GM is in the midst of sweeping changes that will eventually turn it into an EV-only producer of cars, trucks and SUVs. But the auto giant’s push to electrify passenger vehicles is just one of many efforts to be a leader in innovation and the future of transportation. We’ll talk with Pam Fletcher, vice president of innovation at GM, one of the key people behind the 113-year-old automaker’s push to become a nimble, tech-centric company.

TC Sessions: Mobility 2021 takes place June 9. Buy a Startup Exhibitor Package and set yourself up for global exposure and networking success. Show us your extraordinary tech and talent!

Is your company interested in sponsoring or exhibiting at TC Sessions: Mobility 2021? Contact our sponsorship sales team by filling out this form.

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Google acquires Actifio to step into the area of data management and business continuity

In the same week that Amazon is holding its big AWS confab, Google is also announcing a move to raise its own enterprise game with Google Cloud. Today the company announced that it is acquiring Actifio, a data management company that helps companies with data continuity to be better prepared in the event of a security breach or other need for disaster recovery. The deal squares Google up as a competitor against the likes of Rubrik, another big player in data continuity.

The terms of the deal were not disclosed in the announcement; we’re looking and will update as we learn more. Notably, when the company was valued at over $1 billion in a funding round back in 2014, it had said it was preparing for an IPO (which never happened). PitchBook data estimated its value at $1.3 billion in 2018, but earlier this year it appeared to be raising money at about a 60% discount to its recent valuation, according to data provided to us by Prime Unicorn Index.

The company was also involved in a patent infringement suit against Rubrik, which it also filed earlier this year.

It had raised around $461 million, with investors including Andreessen Horowitz, TCV, Tiger, 83 North, and more.

With Actifio, Google is moving into what is one of the key investment areas for enterprises in recent years. The growth of increasingly sophisticated security breaches, coupled with stronger data protection regulation, has given a new priority to the task of holding and using business data more responsibly, and business continuity is a cornerstone of that.

Google describes the startup as as a “leader in backup and disaster recovery” providing virtual copies of data that can be managed and updated for storage, testing, and more. The fact that it covers data in a number of environments — including SAP HANA, Oracle, Microsoft SQL Server, PostgreSQL, and MySQL, virtual machines (VMs) in VMware, Hyper-V, physical servers, and of course Google Compute Engine — means that it also gives Google a strong play to work with companies in hybrid and multi-vendor environments rather than just all-Google shops.

“We know that customers have many options when it comes to cloud solutions, including backup and DR, and the acquisition of Actifio will help us to better serve enterprises as they deploy and manage business-critical workloads, including in hybrid scenarios,” writes Brad Calder, VP, engineering, in the blog post. :In addition, we are committed to supporting our backup and DR technology and channel partner ecosystem, providing customers with a variety of options so they can choose the solution that best fits their needs.”

The company will join Google Cloud.

“We’re excited to join Google Cloud and build on the success we’ve had as partners over the past four years,” said Ash Ashutosh, CEO at Actifio, in a statement. “Backup and recovery is essential to enterprise cloud adoption and, together with Google Cloud, we are well-positioned to serve the needs of data-driven customers across industries.”

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Loadsmart raises $90 million to further consolidate its one-stop freight and logistics platform

Leading on-demand digital freight platform Loadsmart has raised a $90 million Series C funding round, led by funds under management by BlackRock and co-led by Chromo Invest. The funding will be used to continue to build out its platform to offer even more end-to-end logistics services to its freight customers, and the company says that it will be doing that in part through new collaboration with strategic investor TFI International, a leader in the logistics space, which also participated in this round.

In addition to TFI, the round also saw renewed investment from Maersk, a global oceanic shipping leader and one of Loadsmart’s strategic backers since its Series A round. The company says it has increased its revenues by 250% across 2020, while at the same time managing to keep its operating expenses flat. In a press release announcing the news, the company seemed to take indirect shots at competitors, including Uber Freight and Convoy, by noting that it has achieved its growth through “organic” means, rather than “by subsidizing its customers’ freight spend” through aggressive pricing.

Loadsmart offers booking for freight transportation across land, rail and through ports, all from a single online portal. It recently added the ability to ship partial truckloads, and its consistency brought in new strategic investors deeply involved in all aspects of the industry, including port management and overland shipping, which is likely contributing to its growth through ever-deeper industry insight.

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Panasonic explores a European battery deal with Norway’s largest energy and industrial companies

Panasonic, one of the world’s largest manufacturers of lithium-ion batteries, has signed a preliminary agreement with the Nordic energy company Equinor and engineering and industrial company Norsk Hydro to collaborate on building a battery business in Northern Europe.

The three companies said that over the coming months they’ll work to assess the market for lithium-ion batteries in Europe and explore the potential for building a big battery business in Norway.

“This collaboration combines Panasonic’s position as an innovative technology company and leader in  lithium-ion batteries, with the deep industrial experience of Equinor and Hydro, both strong global players,  to potentially pave the way for a robust and sustainable battery business in Norway,” said Mototsugu Sato, executive vice president of Panasonic, in a statement. “We are pleased to enter into this initiative to explore  implementing sustainable, highly advanced technology and supply chains to deliver on the exacting needs  of lithium-ion battery customers and support the renewable energy sector in the European region.” 

As part of the agreement, the companies will explore the potential for an integrated battery value chain and for co-locating supply chain partners, according to a statement.

Panasonic is running neck and neck with LG Chem to be the leading supplier of batteries for electric vehicles in the world. The company’s main customers for batteries are Tesla and Toyota, while LG counts automakers including General Motors, Groupe Renault, Hyundai, Ford Motor Company and Volvo as its main customers. 

Panasonic’s push into Northern Europe alongside two big regional players in hydrocarbons and renewable energy is a sign of the potential that exists in the European market beyond automotive.  

“Our companies seek to be leaders in the energy transition. The creation of this world-class battery  partnership demonstrates Equinor’s ambition to become a broad energy company,” said Al Cook, executive vice president of Global Strategy & Business  Development at Equinor, in a statement. “We believe that battery storage will play an increasingly important role in bringing energy systems to net zero emissions. By pooling our different areas of energy expertise, our companies will seek to create a battery business that is  profitable, scalable and sustainable.”

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Cellwize raises $32M to help carriers and their partners adopt and run 5G services

As 5G slowly moves from being a theoretical to an active part of the coverage map for the mobile industry — if not for consumers themselves — companies that are helping carriers make the migration less painful and less costly are seeing a boost of attention.

In the latest development, Cellwize, a startup that’s built a platform to automate and optimize data for carriers to run 5G networks within multi-vendor environments, has raised $32 million — funding that it will use to continue expanding its business into more geographies and investing in R&D to bring more capabilities to its flagship CHIME platform.

The funding is notable because of the list of strategic companies doing the investing, as well as because of the amount of traction that Cellwize has had to date.

The Series B round is being co-led Intel Capital and Qualcomm Ventures LLC, and Verizon Ventures (which is part of Verizon, which also owns TechCrunch by way of Verizon Media) and Samsung Next, with existing shareholders also participating. That list includes Deutsche Telekom and Sonae, a Portuguese conglomerate that owns multiple brands in retail, financial services, telecoms and more.

That backing underscores Cellwize’s growth. The company — which is based in Israel with operations also in Dallas and Singapore — says it currently provides services to some 40 carriers (including Verizon, Telefonica and more), covering 16 countries, 3 million cell sites, and 800 million subscribers.

Cellwize is not disclosing its valuation but it has raised $56.5 million from investors to date.

5G holds a lot of promise for carriers, their vendors, handset makers and others in the mobile ecosystem: the belief is that faster and more efficient speeds for wireless data will unlock a new wave of services and usage and revenues from services for consumers and business, covering not just people but IoT networks, too.

Notwithstanding the concerns some have had with health risks, despite much of that theory being debunked over the years, one of the technical issues with 5G has been implementing it.

Migrating can be costly and laborious, not least because carriers need to deploy more equipment at closer distances, and because they will likely be running hybrid systems in the Radio Access Network (RAN, which controls how devices interface with carriers’ networks); and they will be managing legacy networks (eg, 2G, 3G, 4G, LTE) alongside 5G, and working with multiple vendors within 5G itself.

Cellwize positions its CHIME platform — which works as an all-in-one tool that leverages AI and other tech in the cloud, and covers configuring new 5G networks, optimizing and monitoring data on them, and also providing APIs for third-party developers to integrate with it — as the bridge to letting carriers operate in the more open-shop approach that marks the move to 5G.

“While large companies have traditionally been more dominant in the RAN market, 5G is changing the landscape for how the entire mobile industry operates,” said Ofir Zemer, Cellwize’s CEO. “These traditional vendors usually offer solutions which plug into their own equipment, while not allowing third parties to connect, and this creates a closed and limited ecosystem. [But] the large operators also are not interested in being tied to one vendor: not technology-wise and not on the business side – as they identify this as an inhibitor to their own innovation.”

Cellwize provides an open platform that allows a carrier to plan, deploy and manage the RAN in that kind of multi-vendor ecosystem. “We have seen an extremely high demand for our solution and as 5G rollouts continue to increase globally, we expect the demand for our product will only continue to grow,” he added.

Previously, Zemer said that carriers would build their own products internally to manage data in the RAN, but these “struggle to support 5G.”

The competition element is not just lip service: the fact that both Intel and Qualcomm — competitors in key respects — are investing in this round underscores how Cellwize sees itself as a kind of Switzerland in mobile architecture. It also underscores that both view easy and deep integrations with its tech as something worth backing, given the priorities of each of their carrier customers.

“Over the last decade, Intel technologies have been instrumental in enabling the communications industry to transform networks with an agile and scalable infrastructure,” said David Flanagan, VP and senior MD at Intel Capital, in a statement. “With the challenges in managing the high complexity of radio access networks, we are encouraged by the opportunity in front of Cellwize to explore ways to utilize their AI-based automation capabilities as Intel brings the benefits of cloud architectures to service provider and private networks.”

“Qualcomm is at the forefront of 5G expansion, creating a robust ecosystem of technologies that will usher in the new era of connectivity,” added Merav Weinryb, Senior Director of Qualcomm Israel Ltd. and MD of Qualcomm Ventures Israel and Europe. “As a leader in RAN automation and orchestration, Cellwize plays an important role in 5G deployment. We are excited to support Cellwize through the Qualcomm Ventures’ 5G global ecosystem fund as they scale and expedite 5G adoption worldwide.”

And that is the key point. Right now there are precious few 5G deployments, and sometimes, when you read some the less shiny reports of 5G rollouts, you might be forgiven for feeling like it’s more marketing than reality at this point. But Zemer — who is not a co-founder (both of them have left the company) but has been with it since 2013, almost from the start — is sitting in on the meetings with carriers, and he believes that it won’t be long before all that tips.

“Within the next five years, approximately 75% of mobile connections will be powered by 5G, and 2.6 billion 5G mobile subscriptions will be serving 65% of the world’s population,” he said. “While 5G technology holds a tremendous amount of promise, the reality is that it is also hyper-complex, comprised of multiple technologies, architectures, bands, layers, and RAN/vRAN players. We are working with network operators around the world to help them overcome the challenges of rolling out and managing these next generation networks, by automating their entire RAN processes, allowing them to successfully deliver 5G to their customers.”

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Splunk acquires Plumbr and Rigor to build out its observability platform

Data platform Splunk today announced that it has acquired two startups, Plumbr and Rigor, to build out its new Observability Suite, which is also launching today. Plumbr is an application performance monitoring service, while Rigor focuses on digital experience monitoring, using synthetic monitoring and optimization tools to help businesses optimize their end-user experiences. Both of these acquisitions complement the technology and expertise Splunk acquired when it bought SignalFx for over $1 billion last year.

Splunk did not disclose the price of these acquisitions, but Estonia-based Plumbr had raised about $1.8 million, while Atlanta-based Rigor raised a debt round earlier this year.

When Splunk acquired SignalFx, it said it did so in order to become a leader in observability and APM. As Splunk CTO Tim Tully told me, the idea here now is to accelerate this process.

Image Credits: Splunk

“Because a lot of our users and our customers are moving to the cloud really, really quickly, the way that they monitor [their] applications changed because they’ve gone to serverless and microservices a ton,” he said. “So we entered that space with those acquisitions, we quickly folded them together with these next two acquisitions. What Plumbr and Rigor do is really fill out more of the portfolio.”

He noted that Splunk was especially interested in Plumbr’s bytecode implementation and its real-user monitoring capabilities, and Rigor’s synthetics capabilities around digital experience monitoring (DEM). “By filling in those two pieces of the portfolio, it gives us a really amazing set of solutions because DEM was the missing piece for our APM strategy,” Tully explained.

Image Credits: Splunk

With the launch of its Observability Suite, Splunk is now pulling together a lot of these capabilities into a single product — which also features a new design that makes it stand apart from the rest of Splunk’s tools. It combines logs, metrics, traces, digital experience, user monitoring, synthetics and more.

“At Yelp, our engineers are responsible for hundreds of different microservices, all aimed at helping people find and connect with great local businesses,” said Chris Gordon, Technical Lead at Yelp, where his team has been testing the new suite. “Our Production Observability team collaborates with Engineering to improve visibility into the performance of key services and infrastructure. Splunk gives us the tools to empower engineers to monitor their own services as they rapidly ship code, while also providing the observability team centralized control and visibility over usage to ensure we’re using our monitoring resources as efficiently as possible.”

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Combining social shopping rewards and personal finance apps, ex-Snap product gurus launch Meemo

After Wisam Dakka and André Madeira left Snap in 2018, the two longtime product developers and coders cast about for a new app to build. 

Looking around they realized there was no financial product that spoke to the generation of consumers they’d spent the last bit of their professional lives working to build for, so they decided it would be their next project.

“Our insight is that an individual’s relationship with money is a delicate and an emotional one. Most financial apps are not adopted by the masses because they are strict, lack empathy, and are unconsciously perceived as judgmental, which is why they are often downloaded and then ignored,” said Madeira, in a statement. 

Their solution, launching today, is Meemo .

It’s a combination of a personal financial monitoring, rewards and gifting, and social shopping app all rolled into one.

“One of the things we learned at Snap, if you want to reach the masses you need to change how you create an app. It has to be effortlessly,” said Madeira. “It has to be automatic and social as well so we want to build an app that is all of that combined.”

Once a user downloads Meemo and connects their main bank account or credit card to the app, Meemo will give that person insights into their spending history and potential rewards.

For most users, the initial experience will be through a gift card. Gifting, it turns out is what Dakka and Madeira think will be the secret sauce for the company’s growth (although getting people to use something if they’re being given money or free stuff is hardly rocket science).

There’s also the social element, which the two men think will be a draw as well. Meemo provides recommendations and social validation from friends by harvesting their buying history and sharing it with you.

Once a user downloads Meemo and has the history of their transactions, the app will surface the places where users spend the most money. They can then send gift cards to their friends for their favorite restaurants. The goal, eventually, is to get restaurants to subsidize the gifting portion and have their shoppers act as a direct marketing channel.

Shops won’t be able to see who’s getting the gifts until they come into the store. What Meemo hopes to do is gather a profile of a user’s shopping behavior based on their purchases and offer them discounts to places that they may not frequent as often, but match their consumer profile.

Backing the company are investors including Saama Capital, Greycroft, monashees and Sierra Ventures, along with individual investors Amit Singhal, Hans Tung and serial entrepreneurs and the co-founders’ colleagues from Google and Snap.

Madeira and Dakka first met working on Google Search and went on to found Snap’s San Francisco office. The team is rounded out by long-time friends like Robson Araújo and Ranveer Kunal.

“We are very excited to back Dakka and Madeira in their creation of a new age finance app at Meemo that will combine improved financial management with deeper social engagement for today’s generation,” said Ash Lilani, managing partner at Saama Capital, in a statement. “With Dakka and Madeira’s past experience of assembling talented teams and building viral products, we believe Meemo has an opportunity to become a leader in this space.” 

The company’s name is taken from a Portuguese word “mimo,” which means an affectionate treat, according to a statement. It’s available to download on iOS and Android.

 

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Who’s writing first checks into startups?

Over the past two decades, the venture capital industry has exploded beyond anyone’s wildest imaginations.

What began as a sleepy industry in Boston and Menlo Park has now expanded to dozens of cities the world over. The National Venture Capital Association estimates that VCs deployed more than $130 billion in 2018 and 2019, and thousands of new investors have joined the ranks in recent years to find the next great startups.

All that activity, though, poses a dilemma for founders: Who actively writes checks? Who is a leader in a specific market or vertical? Who has the conviction to underwrite pathbreaking investments? Who, ultimately, do you want to have by your side for the next decade as your startup grows?

There are lists that rank VCs by their exit returns. There are lists that rank young VCs by their potential. There are lists of VCs who claim investment interest in various sectors. There are lists that try to ferret out deal volume, impact and other quantitative metrics. There are internal lists at accelerators that share collective wisdom between founders.

Who actively writes checks? Who is a leader in a specific market or vertical? Who has the conviction to underwrite pathbreaking investments? Who, ultimately, do you want to have by your side for the next decade as your startup grows?

All those lists and rankings have an important function to serve, but for all the compilations of investors out there, we couldn’t find a single one that publicly answered a simple yet vital question: Who are the VC investors who are leaders in specific verticals who should be a founder’s first stop during a fundraise?

Today’s venture industry is made up of thousands of investors with varying specialties, and far too many passive investors that are willing to participate in rounds but don’t actively participate in deals unless other investors have committed. Many don’t actively push to get deals done or don’t actively lead the charge to build a syndicate of investors.

With all that in mind, we’re excited to launch a new initiative that we hope will help answer those questions and help founders find that first check — The TechCrunch List.

Over the next few weeks, we’re going to be collecting data around which individual investors are actually willing to write the proverbial “first check” into a startup’s fundraising round and help catalyze deals for founders — whether it be seed, Series A or otherwise (i.e. out of your Series A investors, the first person who was willing to write the check and get the ball rolling with other investors). Once we’ve collected, cleaned and analyzed the data, we’ll publish lists of the most recommended “first check” investors across different verticals, investment stages and geographies, so founders can see which investors are potentially the best fit for their company.

Founders are used to being specialized; after all, they have to live and breathe their startups every single day. So it can be jarring to start talking to generalist investors who know little about a category and ask shallow questions only to render a judgment with irrelevant advice. One of the greatest impetuses for us to put together The TechCrunch List is that like founders, we also struggle to cut through the noise around the interests of individual VCs.

We’d argue that’s close to impossible. There is more spend on technology than ever before in history. Verticals are getting more competitive — market maps that used to have 10 to 50 companies have expanded to hundreds. The only way to compete today is to specialize, and that has never been more true for VCs.

In all, The TechCrunch List will publish the most recommended “first check” writers across 22 different categories, ranging from D2C & e-commerce brands to space, and everything in between. Through some data analysis around total investments in each space, we believe our 22 categories should cover the entirety or majority of the venture activity today.

To make this project a success and create a useful resource for founders, we need your help. We want to hear from company builders and we want to hear from them directly.

To make this project a success and create a useful resource for founders, we need your help. We want to hear from company builders and we want to hear from them directly. We will be collecting endorsements submitted by founders through the form linked here.

Through the form, founders will be asked to submit their name, their startup, the stage of company, the name of the one “first check” investor they want to endorse and a couple of minor logistical items. We are asking founders here for their on-the-record endorsement. We ask that you limit your recommendations to one (1) person per fundraise round.

While many investors may have helped you in your journey, we are specifically interested in the person who most helped you get a round underway and closed. The one who catalyzed your round. The one who guided you through the fundraise process. The one investor you would ultimately recommend to other founders who are trying to find their VC champion.

Our main goal is to help founders, dreamers and company builders find investors who will invest in them today, and with your help, we think we can. The TechCrunch List is not meant to identify every possible investor under the sun who might make an investment within a space, nor just the big household-name VCs whose reputations can sometimes seem more linked to their follower counts on Twitter as opposed to their bold term sheets.

Our hope is that this can be a go-to resource for founders looking to fundraise going forward, and with that in mind, we are very determined to improve the glaring representation gaps in the venture industry. It’s no secret that the world of VC still looks like a country-club membership roster, dominated by white men with strong opinions and loud voices. Looking at the data, it’s clear that there are groups that are particularly underrepresented, with only a small portion of the industry made up of Black, Latinx and female investors, for example.

We want to amplify these voices and we want to hear particularly from founders of color, female founders and other underrepresented groups. We also want to make sure our recommended investor lists are sufficiently representative and highlight underrepresented investors who might not have had equal opportunities in the past.

We want to help builders wade through the BS politics and fundraising annoyances that founders complain to us about on a daily basis, and help them identify qualified leads that are actually active, engaged and specialized and are the best fit to help founders raise money and grow now.

Thank you for your support. We’re excited to build The TechCrunch List with you — and for you.

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Directly, which taps experts to train chatbots, raises $11M, closes out Series B at $51M

Directly, a startup whose mission is to help build better customer service chatbots by using experts in specific areas to train them, has raised more funding as it opens up a new front to grow its business: APIs and a partner ecosystem that can now also tap into its expert network. Today Directly is announcing that it has added $11 million to close out its Series B at $51 million (it raised $20 million back in January of this year, and another $20 million as part of the Series B back in 2018).

The funding is coming from Triangle Peak Partners and Toba Capital, while its previous investors in the round included strategic backers Samsung NEXT and Microsoft’s M12 Ventures (who are both customers, alongside companies like Airbnb), as well as Industry Ventures, True Ventures, Costanoa Ventures and Northgate. (As we reported when covering the initial close, Directly’s valuation at that time was at $110 million post-money, and so this would likely put it at $120 million or higher, given how the business has expanded.)

While chatbots have now been around for years, a key focus in the tech world has been how to help them work better, after initial efforts saw so many disappointing results that it was fair to ask whether they were even worth the trouble.

Directly’s premise is that the most important part of getting a chatbot to work well is to make sure that it’s trained correctly, and its approach to that is very practical: find experts both to troubleshoot questions and provide answers.

As we’ve described before, its platform helps businesses identify and reach out to “experts” in the business or product in question, collect knowledge from them, and then fold that into a company’s AI to help train it and answer questions more accurately. It also looks at data input and output into those AI systems to figure out what is working, and what is not, and how to fix that, too.

The information is typically collected by way of question-and-answer sessions. Directly compensates experts both for submitting information as well as to pay out royalties when their knowledge has been put to use, “just as you would in traditional copyright licensing in music,” its co-founder Antony Brydon explained to me earlier this year.

It can take as little as 100 experts, but potentially many more, to train a system, depending on how much the information needs to be updated over time. (Directly’s work for Xbox, for example, used 1,000 experts but has to date answered millions of questions.)

Directly’s pitch to customers is that building a better chatbot can help deflect more questions from actual live agents (and subsequently cut operational costs for a business). It claims that customer contacts can be reduced by up to 80%, with customer satisfaction by up to 20%, as a result.

What’s interesting is that now Directly sees an opportunity in expanding that expert ecosystem to a wider group of partners, some of which might have previously been seen as competitors. (Not unlike Amazon’s AI powering a multitude of other businesses, some of which might also be in the market of selling the same services that Amazon does).

The partner ecosystem, as Directly calls it, use APIs to link into Directly’s platform. Meya, Percept.ai, and SmartAction — which themselves provide a range of customer service automation tools — are three of the first users.

“The team at Directly have quickly proven to be trusted and invaluable partners,” said Erik Kalviainen, CEO at Meya, in a statement. “As a result of our collaboration, Meya is now able to take advantage of a whole new set of capabilities that will enable us to deliver automated solutions both faster and with higher resolution rates, without customers needing to deploy significant internal resources. That’s a powerful advantage at a time when scale and efficiency are key to any successful customer support operation.”

The prospect of a bigger business funnel beyond even what Directly was pulling in itself is likely what attracted the most recent investment.

“Directly has established itself as a true leader in helping customers thrive during these turbulent economic times,” said Tyler Peterson, Partner at Triangle Peak Partners, in a statement. “There is little doubt that automation will play a tremendous role in the future of customer support, but Directly is realizing that potential today. Their platform enables businesses to strike just the right balance between automation and human support, helping them adopt AI-powered solutions in a way that is practical, accessible, and demonstrably effective.”

In January, Mike de la Cruz, who took over as CEO at the time of the funding announcement, said the company was gearing up for a larger Series C in 2021. It’s not clear how and if that will be impacted by the current state of the world. But in the meantime, as more organizations are looking for ways to connect with customers outside of channels that might require people to physically visit stores, or for employees to sit in call centres, it presents a huge opportunity for companies like this one.

“At its core, our business is about helping customer support leaders resolve customer issues with the right mix of automation and human support,” said de la Cruz in a statement. “It’s one thing to deliver a great product today, but we’re committed to ensuring that our customers have the solutions they need over the long term. That means constantly investing in our platform and expanding our capabilities, so that we can keep up with the rapid pace of technological change and an unpredictable economic landscape. These new partnerships and this latest expansion of our recent funding round have positioned us to do just that. We’re excited to be collaborating with our new partners, and very thankful to all of our investors for their support.”

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