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E-Glue Sticks To $10 Million Financing For Contact Center Product
TMCnet Contributing Editor
Israel Business Arena is reporting that start-up e-Glue Business Technologies Inc. has raised $10 million in its second financing round.
Evergreen Venture Partners led the round with a $5 million investment, IBA says, "and was joined by existing shareholders Cedar Fund and Giza Venture Capital, private investors Shimon Alon and Ron Zuckerman, and Kibbutz Ein Shemer and Kibbutz Maagan Michael. This was Evergreen's first investment from the Evergreen V Fund."
Founded in 2001, e-Glue, which had raised $7 million previously, "develops and markets a software package for improving performance and quality, and increase sales in real-time to customer service call centers."
Proceeds from the financing round are intended to further development of new applications for customer service centers and the marketing of new products worldwide, according to IBA.
The journal says e-Glue was founded in Ein Shemer "on the basis of know-how of young programmers from the kibbutz, including CEO Omer Geva and VP business development Moshe Avlagon. The company's software provides customer service call centers, sales centers, and support centers with real-time information to improve their efficiency and boost company sales."
Last October e-Glue announced Human Dynamics as a new North American value-added reseller for the e-Glue Direct product suite.
Human Dynamics was described as "the latest VAR to join forces with e-Glue," and the Overland Park, Kansas-based company described as specializing in "helping client companies achieve their business objectives through integrated performance support and knowledge delivery solutions."
As TMC's ace reporter Tracey Schelmetic wrote last winter, "in order to achieve the increasingly popular and efficient 'one and done' method of customer service (the problem resolved on the first contact with the customer), call center agents are increasingly in need of relevant, up-to-date information before and during the initial call or e-mail a customer sends."
Schelmetic was reporting on the release of e-Glue Direct for Quality, a designed to deliver rapid improvement in the quality of customer service by providing agents with active, relevant support during live interactions with customers.
In a way, the Queen of the E-Zine wrote, "such real-time information acts as a sort of Tele-Prompt-Er for agents. It's important, however, not to deluge the agent with non-essential information, which will only confuse both the agent and the customer."
David Sims is contributing editor for TMCnet. For more articles please visit David Sims’ columnist page.
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