ACCOUNT BASED DATA

Invoca Raises $83M Series F Financing, Increases Valuation to $1.1B, and Exceeds $100M Run-Rate Revenue

Invoca, Silver Lake Waterman | June 20, 2022

Invoca Raises $83M Series F Financing
Invoca, the cloud leader in AI-powered conversation intelligence for revenue teams, today announced an $83 million Series F equity financing at a valuation of $1.1 billion. The new capital brings the company's total equity financing to $184 million. Silver Lake Waterman led the round with additional new investments from Hollyport Capital, Kingfisher Investment Advisors, and Fenwick & West, along with participation from existing investors Upfront Ventures, Accel, H.I.G. Capital, and Industry Ventures. This investment comes after a year of record growth, with Invoca surpassing $100M in run-rate revenue.

Customer Conversations are the New "Make or Break" Moments for Brands
Digital transformation has enabled consumers to complete simple transactions, such as checking a balance or making a basic purchase, through a brand's website or mobile app. But the most critical, high-stakes sales and service interactions are still handled through live conversations with contact center agents. These escalations to human channels represent  "make or break" moments in the customer experience. But brands, who cannot seamlessly connect these digital journeys with high-impact conversations, are struggling to meet the heightened expectations of consumers.

"When consumers look for value-added expertise in buying the right product or resolving an urgent service issue, they often escalate from digital self-service to speak with a human expert," said Gregg Johnson, CEO of Invoca. "At Invoca, we're using data, automation, and AI to integrate these digital journeys with conversations in the contact center, helping brands deliver a delightful experience, drive revenue, and strengthen customer relationships. We are thrilled to partner with new and existing investors as we innovate in the rapidly expanding market for conversational AI."

Invoca is the Market Leader in AI-powered Conversation Intelligence
Invoca serves the leading consumer brands in considered purchase industries like automotive, telecommunications, healthcare, financial services, and real estate. Customers include AutoNation, Banner Health, DIRECTV, ORKIN, Rogers Communications, Mayo Clinics, and University Hospitals. The company was also named a Leader in The Forrester Wave™: Conversation Intelligence: Sales And Marketing, Q4 2021 report, with the highest scores possible in the criteria of product and technology innovation road map, product ease of use, integrations, and market approach and performance. Invoca, which employs nearly 400 employees, was also named an Inc. 2022 Best Workplaces Award Winner for the fifth consecutive year.

"We believe Invoca has an exceptional vision to help marketing and contact center teams transform the customer experience with AI-powered conversation intelligence," said Shawn O'Neill, Managing Director and Group Head, Silver Lake Waterman. "The company has built a market-leading product serving an impressive roster of blue-chip customers. And the Invoca team has been focused on achieving the operational rigor and disciplined execution that it takes to thrive in today's market and beyond. We look forward to partnering with Invoca in their next stage of growth."

Investing in Technology Innovation and Expanded Go-to-Market Distribution
With the Series F proceeds, Invoca will invest in several key areas. The company will accelerate product innovation through organic development and acquisitions, especially given the success of the DialogTech transaction in May 2021. Invoca recently introduced solutions for contact center teams, such as automated quality management, agent coaching and performance, call routing, and conversational IVR, and will increase technology investments in these areas. Simultaneously, the company will invest in expanding partnerships and distribution relationships in the contact center ecosystem. Invoca is a long-time partner of Five9 and integrates with several other leading contact center platforms. The company will also expand the channel partner program introduced earlier this year. Finally, Invoca will broaden its geographic coverage beyond the United States and Canada to support customers in Europe, Mexico, and South America.

Cowen acted as exclusive financial advisor to Invoca.

To learn more about Invoca's AI-powered conversation intelligence:
  • Take a self-guided product tour through the Invoca platform: www.invoca.com/product/tour
  • Read why customers love Invoca: www.invoca.com/customers
  • Visit Invoca Careers to apply for open roles: www.invoca.com/company/careers

About Invoca
Invoca is the cloud leader in AI-powered conversation intelligence for revenue teams that enables marketing, sales, customer experience, and eCommerce teams to understand and immediately act on the information consumers share via conversations. Through deep integrations with leading technology platforms, revenue teams can turn conversation data into automated action to enhance every digital touchpoint and human interaction, leading to better experiences, more conversions, and higher revenue. Invoca is trusted by top brands like Dish Network, Mayo Clinic, Mutual of Omaha, and 1-800-GOT-JUNK?. Invoca has raised $184M from leading venture capitalists including Upfront Ventures, Accel, Silver Lake Waterman, H.I.G. Growth Partners, and Salesforce Ventures. For more information, visit www.invoca.com.

About Silver Lake Waterman
Silver Lake Waterman is part of Silver Lake, the global leader in technology investing with more than $88 billion in combined assets under management and committed capital and a team of professionals based in North America, Europe and Asia. Silver Lake Waterman focuses on providing flexible expansion capital to later-stage growth companies in the technology and technology-enabled industries. For more information about Silver Lake Waterman and Silver Lake, please visit www.silverlake.com.

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Over 82% of all product research begins with a web search. As buyers increasingly turned to the web to educate themselves, a company's website has become their single most important asset to catch attention and generate interest — and generate leads.That’s where this eBook comes in. Read about the 7 most effective tactics to turn your website into a lead generation machine.


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ACCOUNT BASED EXECUTION

Demandbase Launches Demandbase Data (D2) Labs to Deliver Tailored Account Intelligence to Customers

Demandbase | June 09, 2022

Demandbase, the Smarter GTM™ company for B2B brands, today announces the newly launched Demandbase Data (D2) Labs. Known for its industry-leading ideas, the company created D2 Labs to drive B2B data innovation and help organizations embrace the power of Account Intelligence. Customers can now engage with Demandbase's data experts and data scientists directly to turn their incomplete, inactionable data into revenue-generating insights. Services such as ICPaaS provide a customized "data as a service" to help companies identify the best accounts within their ideal customer profile (ICP). This particular service draws on insights from installed technologies, intent, skills, job openings, renewal dates and other attributes to identify the right accounts to go after. This is just one example of how D2 Labs can help solve one-of-a-kind business challenges using data-driven insights. "If you don't understand your prospective customer's existing technologies and problems, you can't become their true trusted advisor. It's that simple... Demandbase Data Labs gives us the insights we need to become trusted advisors," Makoto Ishizaka, go-to-market and strategic initiative lead, Microsoft. "If you don't understand your prospective customer's existing technologies and problems, you can't become their true trusted advisor. It's that simple... Demandbase Data Labs gives us the insights we need to become trusted advisors," Makoto Ishizaka, go-to-market and strategic initiative lead, Microsoft. D2 Labs works with Demandbase clients by gathering their inputs and overlaying Demandbase's Account Intelligence. By leveraging Demandbase D2 Labs' proprietary machine learning models, we're able to show our clients which of their prospects have the highest likelihood of becoming customers and being in the market to buy their product or service. "The right data at the right time, analyzed in the right way, can create astonishing results. Organizations that adopt the use of data in this way could see an increase in profit of multiple millions of dollars," says Meetul Shah, general manager, Data Cloud at Demandbase. "Many smart B2B leaders don't know how to take action on their data even when it's high-quality. D2 Labs upends this status quo, providing customers with top tier data and the knowledge of how to use it to shape business decisions. It's empowering top companies to equip their sales and marketing teams with highly focused data at their fingertips, and unlock extreme revenue potential as a result. This is what so many organizations have been waiting for, and we're thrilled that it's here." D2 Labs combines Demandbase's Account Intelligence with specialty datasets, coupled with customers' raw data, and then turns it into actionable insights that can be applied immediately. By gaining access to the Demandbase data science team, B2B companies will be able to model their data like true experts and solve their most complex data needs. To learn more about D2 Labs and get pricing, please visit https://www.demandbase.com/solutions/data-cloud/d2-labs. About Demandbase Demandbase is Smarter GTM™ for B2B brands. We help marketing and sales teams spot the juiciest opportunities earlier and progress them faster by injecting Account Intelligence into every step of the buyer journey and orchestrating every action. For more information about Demandbase, visit www.demandbase.com.

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ACCOUNT BASED DATA

AskNicely Launches Benchmark Program Empowering Service Businesses to Level Up Their Customer Experience

AskNicely | June 28, 2022

AskNicely, a leader in customer experience software for service businesses, today announced the launch of a free CX benchmark program for service businesses. Beginning with a quick set of questions, an AskNicely CX expert delivers a personalized analysis to service business leaders —based on results from the AskNicely 2022 State of Frontline Study—revealing where they stand against CX leaders and specific actions they can take to improve CX and ultimately drive improved revenue growth, customer retention, and employee engagement. “We know that service businesses need to move fast with their limited budgets and resources. So this is not your typical CX benchmark - nobody has the time for a weeks-long analysis and multi-year improvement plan that probably won’t deliver results,” says AskNicely Founder and CEO Aaron Ward. “We know that service businesses need to move fast with their limited budgets and resources. So this is not your typical CX benchmark - nobody has the time for a weeks-long analysis and multi-year improvement plan that probably won’t deliver results,” says AskNicely Founder and CEO Aaron Ward. “Services businesses committed to improving their customer experience can now start with our free benchmarking program to figure out where to get started today. And they will see real-world estimates of return on investment in revenue, customer experience, and employee efficiency from making these changes. Our team of CX experts will then work with them to implement a path to success, delivering measurable results 90 days after getting started.” The AskNicely Benchmark Program is both fast and simple yet provides a powerful analysis with deep insights gleaned from the AskNicely 2022 State of Frontline research study, in which a key finding was the clear link between frontline employee experience and the success of customer experience programs. A first-of-its-kind commissioned study conducted by Metrigy for service businesses in North America, Europe and APAC, the results revealed the secrets of their CX success by uncovering four key areas that have the biggest impact in CX: Defining and publishing your service standard Tracking, sharing, and acting on feedback Empowering and rewarding frontline employees Personalizing coaching to increase training effectiveness In addition to the Benchmark Program, AskNicely has developed several other tools and resources to help service businesses develop best-in-class customer experiences that deliver results: Frontline Success Masterclasses Education, Ebooks, guides and more Case studies The Frontline Coaching Playbook Frontline Magic Community Podcast and Events Ready to start your journey to improve customer experience and drive growth? Visit: https://info.asknicely.com/benchmarking About AskNicely Founded in 2014, AskNicely is the Frontline Success Platform pioneer, connecting the dots between employee experience, customer experience, and revenue growth for service businesses. The industry-leading mobile platform delivers personalized coaching and motivation for frontline workers powered by real-time customer feedback, leading to improved growth from better customer experience. AskNicely services over 1,400 companies worldwide and has offices in the United States, New Zealand, and the Netherlands. For more information, visit www.asknicely.com.

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CORE ABM

With Notable New Honors from G2 and TrustRadius, RollWorks Continues to Prove There is No One-Size-Fits-All Approach to ABM Success

RollWorks | May 19, 2022

Account-based marketing platform RollWorks, a division of NextRoll, continues to lead category market innovation and build on its momentum as a trusted partner for companies looking to accelerate revenue growth with ABM. After hitting a significant milestone with HubSpot, and launching partnerships with Drift and G2 to strengthen its platform capabilities, the company announced it has received 2022 Top Rated Awards from TrustRadius in the ABM and Ad Serving & Retargeting categories. RollWorks also received 15 leader awards in the G2 Spring Grid® Report and was named an Account-Based Leader for the seventh consecutive quarter and a Momentum Leader for the sixth consecutive quarter in G2's 2022 Winter Report. TrustRadius RollWorks received 2022 Top Rated Awards from TrustRadius in both the ABM and Ad Serving & Retargeting categories. Since 2016, the TrustRadius Top Rated Awards have become the B2B's industry standard for unbiased recognition of technology products. TrustRadius uses a detailed criteria breakdown of the methodology and scoring to determine TopRated winners. With a trScore of 7.9 out of 10, RollWorks is recognized by the TrustRadius community as a valuable player in the ABM software category. Comments from recent reviews of RollWorks on TrustRadius: RollWorks also helps us with attribution of the marketing campaigns that are critical to driving performance throughout the funnel. We've had better insights andreporting than ever before.- CMO RollWorks is far superior when it comes to its ABM advertising platform. The user-friendliness of it and the hyper-advanced reporting for playbooks is fantastic.- Digital Marketing Manager G2 RollWorks averages 4.4 out of 5 stars in user reviews and has been consistently named a Leader by G2, a top industry destination where buyers go to read and write authentic reviews about software products and services. Comments from recent reviews of RollWorks on G2: Rollworks account insights and audience segmentation helps us see who is engaging, on what topics, and where they are in our journey stage. We are able to easily track our target account lists and target with the appropriate ads.- Marketing Director The platform is really easy to navigate, setting up campaigns is quick, the interface walks you through everything step by step. What I really appreciate is the journey funnel view...This is really helpful in knowing when to hand off a marketing lead to our SDR team.- Marketing Manager In the G2 2022 Spring Grid Report, RollWorks received 15 leader awards across Account-based Advertising, Cross-Channel Advertising, Display Advertising, Marketing Account Intelligence, Market Intelligence, Retargeting, and Social Media Advertising categories. G2 Grid Reports are released quarterly, and rank products based on reviews gathered from its community, as well as data aggregated from online sources and social networks. Products in the Leader quadrant are "rated highly by G2 users and have substantial market presence scores. RollWorks was also included in G2's Winter 2022 Report as an Account-Based Platform leader for the seventh consecutive quarter, a Momentum leader for the sixth consecutive quarter, and Highest User Adoption. The company received nine additional badges, including Easiest to Use Small Business and Highest User Adoption Mid-Market. About RollWorks RollWorks, a division of NextRoll, offers ambitious B2B companies an account-based platform to align their marketing and sales teams and confidently grow revenue. Powered by proprietary data and machine learning, RollWorks' solutions address the needs of organizations large and small — from those with best-in-class ABM programs to those just beginning their exploration. By empowering teams to identify their target accounts and key buyers, reach those accounts across multiple channels, and measure program effectiveness in their system-of-record, RollWorks is an indispensable platform for marketers and sellers who believe that an account-based approach is just good business.

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ACCOUNT BASED ADVERTISING,TARGETED ACCOUNT STRATEGY

The changing face of brand building in B2B boardrooms

transmission | August 10, 2022

Despite historic skepticism from B2B boardrooms, brand building has been going through somewhat of a renaissance over the past few years. For all too long, the B2B marketing function was seen as a cost-center whose existence was to support sales in accelerating pipeline and maximizing ROI. Mentions of brand in the boardroom could be met with disinterest and to a certain extent, fear, driven by difficulties in measuring its impact on the bottom line. The effects of a negligent approach to B2B brand building were clear. In 2019, the Financial Times partnered with the Institute of Practitioners in Advertising (IPA) – a professional institute for agencies and individuals working in the UK’s advertising, marketing, and communications industry – to publish the ‘Board-Brand Rift’ report revealing that over half of business leaders rated their knowledge of brand building as ‘average’ to ‘very poor’. But things are changing. In just a few short years, brand has made its way to the top of B2B marketing leaders’ priority lists. Our ‘State of B2B Brand Building 2022’ research report reveals that 71% of B2B marketing leaders acknowledge that boardroom views of brand building have changed significantly in the last 12 months – with over 60% now believing that brand marketing is a strategic business priority. B2B buyers want more from business: The marketplace has seen a huge shift in B2B buyer behavior driven, in part, by the COVID-19 pandemic. Concerns over public health, the environment, and job security contributed to a climate of fear and anxiety in which buyers looked to make more ethical purchase decisions – turning to business as a bastion of societal leadership. Two years on, B2B buyers are increasingly looking to engage with highly resonant and authentic brands. 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A surge in mergers and acquisitions across B2B industries has intensified market competition, reducing the effectiveness of demand generation campaigns on revenue growth. As a result, B2B organizations have started taking a progressively long-term view of brand. Many are turning to brand awareness campaigns to build memory structures in the minds of prospective future buyers – reflecting Professor John Dawes’ 95:5 heuristic. "We need to keep our company in users’ minds. Creating memorable impressions and standing out from the crowd through our brand is more important than ever before." - Survey response from a B2B marketing leader. However, as brand continues to skyrocket in importance, so does the role of creativity in B2B brand building. Of the B2B marketing leaders we surveyed, 42% highlight the need to better define their brand to help differentiate themselves. Buyers today can be fairly confident that a range of companies can deliver what they require, leaving differentiation to brand rather than a product or service. And this is reflected in how our respondents agree that a shift away from the B2B ‘safe and steady’ approach enables more unique brand positioning and ultimately, improved standout in the hearts and minds of their audience. New approaches, old problems: Perhaps unsurprisingly, shifts in boardroom priorities aren’t without their challenges. While over half of our survey’s respondents said that brand building is equally as important as demand generation in achieving their marketing goals, 40% told us that only 5-20% of their annual marketing budget is allocated to brand building programs. This comes in stark contrast to Les Binet (Head of Effectiveness at adam&eve DDB) and Peter Field’s (a seasoned Marketing Consultant) seminal research piece stating that B2B brands should look to spend 60% of their budget on brand and 40% on demand for optimum effectiveness. For B2B brand marketers to allay boardroom concerns and win increased brand investment, they need to become more market-oriented and talk the language of finance. Providing a clear link between authentic, purpose-driven brand building initiatives, customer acquisition, and increased revenue growth – along with the ability to command higher prices, negotiate better supply chain contracts, and attract better employees – can help demonstrate the commercial value and competitive edge of a brand. Alternatively, B2B marketing leaders can look to relate brand investment to the challenges that keep their CFO awake at night. The B2B Institute’s Jon Lombardo recently spoke on Fergus O'Carroll’s ‘On Strategy’ podcast about the importance of the relationship between marketing and finance. In general, 20% of a company’s stock price is based on short-term cash flows, while the other 80% is based on the long-term. Lombardo argues if CMOs work with their CFO to pair this cash flow-centric view with a customer-centric marketing strategy, they can pave the way for a rebalancing of the marketing budget in favor of brand building initiatives – enabling greater investment in capturing the 80% of future buyers.

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Spotlight

Over 82% of all product research begins with a web search. As buyers increasingly turned to the web to educate themselves, a company's website has become their single most important asset to catch attention and generate interest — and generate leads.That’s where this eBook comes in. Read about the 7 most effective tactics to turn your website into a lead generation machine.

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