Direct One receives contribution of R$ 15 million to strengthen its position in Customer Experience Management

Resource will be used in the development of new technologies to strengthen the D1 Experience Cloud platform

Direct One announces the withdrawal of R$ 15 million in a Series A investment round, coordinated by InovaBra Ventures. The company has developed a technology capable of improving and orchestrating omnichannel communication journeys between companies and customers, through Artificial Intelligence, for personalization and expansion of engagement, which has been called in other countries Customer Experience Management (CEM). 

The resources raised in the round will be used to scale Direct One's operations, with emphasis on innovations in Serverless Computing systems based on FaaS (Functions as a Service), development of a new multichannel conversation platform, evolution of the data platform ( Actionable Customer Data Platform - ACDP) through Machine Learning, in addition to improving days with legal validity using Blockchain to fully adapt the solution to the General Data Protection Law (LGPD), which will come into force from 2020. 

For the founder and CEO of Direct One, Fernando Wosniak Steler, this is the critical moment for companies to adopt Customer Experience Management (CEM) strategies, a service offered by the platform. "Large companies need to engage millions of customers that generate billions of interactions with clear signs of satisfaction. Managing points of contact through multiple channels on each journey, for each customer and in a personalized way, tends to get more complex every day. this gap in the market, delivering a platform that makes it easy for companies to build and execute the best journeys for their customers. At the end of the day, what matters for large corporations is the control of engagement and the high score on Net Promoter Score (NPS), which is the main metric used to measure the customer satisfaction index for the brand ", signals. 

Using Artificial Intelligence to personalize communications with customers, Direct One's cloud platform, which has been part of the Endeavor Network since 2015, is already present in leading corporations in its segments, such as banks, financial services, insurance companies, retailers and companies In the health area. Currently, Direct One processes more than 1 billion serverless events monthly in the Microsoft Azure cloud, and projects, in the short term, to multiply this volume by 10 times, in addition to starting the expansion project to Latin America by 2020. 

In this sense, the company's growth expectation is anchored to a global movement. According to data from Grand View Research, the software market for Customer Experience Management (CEM) will be worth USD 32.49 billion by 2025, with an annual double-digit growth, reaching 22.9%. 

According to Rafael Padilha, Director of Bradesco Private Equity and Inovabra Ventures, there is a new internal perception about the potential of startups. "We understand that the startup ecosystem breathes co-innovation and co-investment. We make minority contributions and have little influence on management, in the format of traditional venture capital. The goal is to invest in innovative teams that have the potential to become global leaders and help them in their strategies. growth ", he explains.