Zingly, described as a collaborative customer experience (CCX) platform, launched this week with a $10 million seed round. Participants included Dell Technologies Capital, WestWave Capital, Scribble Ventures, Formus Capital, Geekdom Fund, Array Ventures, Firebolt Ventures, Burst Capital, and CX industry executives.
The patented customer-facing technology combines GenAI, digital interactions, and telephony, providing enterprises with infinite scale and consumers with hyper-personalization.
Today, many customers still call 800 numbers and punch numbers into an interactive voice response (IVR) whenever they need to communicate with businesses. For customers, phone calls are an outdated and frustrating experience, and for businesses, they’re an expensive and unscalable method of communication. Meanwhile, businesses are seeing 10x traffic on their website and apps while experiencing declining call center traffic.
Technology advancements in CX have typically focused on operational savings driven by cloud migration and agent support tools, but have often neglected the end customer. Zingly rectifies this imbalance by providing customers with Zingly-Rooms™—a patented, always-on space where customers can instantly connect and collaborate with businesses, eliminating the need for calls.
This is driven by the company’s Generative AI product technologies, including Relationship-AI and Zingly-Buddy. Zingly focuses on eliminating friction and accelerating engagement use cases like customer acquisition, onboarding, customer service and success, and many more. This is done through a modern no-code-low-code platform that integrates into any tech stack and combines Generative AI, humans, and data. The end result is a collaborative space that can scale to support service and sales operations for businesses of all sizes, while providing hyper-personalization for customers.
“Traditional contact center solutions are out of date and simply not personable for customers, or scalable for businesses. The math is clear, there are approximately 16.5 million call center agents globally handling potentially billions of customers. More importantly, the frustration and long wait times associated with traditional calling and rigid workflow-driven chatbots have created what we call a fear of reaching out (FORO) among customers. Our vision with Zingly is to destroy FORO and make it collaborative for customers and businesses to come together,” said Gaurav Passi, CEO and founder of Zingly. “Zingly represents a significant leap forward from the traditional trade-off between personalization and scalability in CX. While traditional calls are unscalable and conversational chatbots can feel too robotic, Zingly offers a new CX paradigm that is faster, cheaper, and more secure than both 1-800 numbers and conversational AI chatbots.”
Currently focusing on financial services, healthcare, and product companies, Zingly helps organizations modernize their customer experience seamlessly by integrating with their existing technology stacks. As an example, Zingly is working with a Fortune 500 provider to engage with 5x more customers than traditional one-on-one phone conversations, while also reducing typical conversion time from 60 to 18 days, resulting in tens of millions of dollars of revenue uplift. It also allowed them to innovate on top of their core infrastructure like Salesforce and Avaya without any disruption.
“To truly revolutionize CX, it needed top industry leaders like those from Zingly to step back and fundamentally reimagine a new approach,” said Zeus Kerravala, principal analyst at ZK Research. “Incremental improvements to CX were not enough. A deep technology solution intelligently combining data, GenAI, and humans, as well as a dedicated team of CX experts together with forward-looking Fortune 500 design partners, was required for such a revolution.”
