Zingly Launches Bold AI-driven Future for Customer Experience

Zingly Launches Bold AI-driven Future for Customer Experience

Zingly’s Collaborative Customer Experience (CCX) Platform puts the power of AI in customers’ hands, ending today’s dreaded contact center experiences. It empowers customers to connect on their terms while businesses dramatically boost revenue and reduce costs. No More Calling and Waiting on Hold.

Ex-Avaya, Five9, Glia, and Talkdesk industry leaders join forces to revolutionize customer experience (CX) by launching Zingly, a Collaborative Customer Experience (CCX) Platform. The patented customer-facing technology combines GenAI, digital interactions, and telephony, providing infinite scale to enterprises and hyper-personalization to consumers, resulting in revenue acceleration and lasting customer relationships. 

With this launch, Zingly is announcing it has raised a $10 million seed funding round from Dell Technologies Capital, WestWave Capital, Scribble Ventures, Formus Capital, Geekdom Fund, Array Ventures, Firebolt Ventures, Burst Capital, and from leaders in the CX industry. 

Today, customers are still primarily required to 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 For customers, phone calls are an outdated and frustrating experience, and for businesses, they’re an expensive and unscalable method of communication.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. 

Technological advancements in CX typically focus on operational savings driven by cloud migration and agent support tools but often neglect 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. 

The company’s Generative AI product technologies, including Relationship-AI and Zingly-Buddy, drive this. 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 (CRM, existing contact center technologies, customer support systems, and core operations) and intelligently combines cutting-edge Generative AI, humans, and data. The result is an innovative, collaborative space that can scale to support service and sales operations for businesses of all sizes while providing hyper-personalization for customers. 

Founded in 2021 by Gaurav Passi, a former executive at Avaya and Five9, Zingly was born out of a recognition that traditional contact center solutions were becoming obsolete. The need for industry disruption was clear, with global inflationary pressures driving up the cost per call and limiting scalability due to the finite number of agents. Passi partnered with seasoned CX, CRM, and CCaaS leaders from Five9, Talkdesk, and Glia to launch Zingly.

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“Traditional contact center solutions are outdated and simply not personable for customers or scalable for businesses. The math is clear: approximately 16.5 million call center agents globally handle potentially billions of customers. More importantly, the frustration and long wait times associated with traditional calling and rigid workflow-driven chatbots have created a fear of reaching out (FORO) among customers. Our vision with Zingly is to destroy FORO and make it collaborative so that customers and businesses can 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 faster, cheaper, and more secure than 1-800 numbers and conversational AI chatbots,” added Gaurav Passi.

Currently focusing on high-value industries such as financial services, healthcare, and product companies, Zingly can help organizations modernize their customer experience seamlessly by integrating with their existing technology stacks. For example, Zingly is working with a Fortune 500 provider to engage with 5x more customers than traditional 1:1 phone conversations while reducing typical conversion time from 60 to 18 days, resulting in tens of millions of dollars of revenue uplift. Most importantly, it allowed them to innovate without disruption on top of their core infrastructure, like Salesforce and Avaya.

“To truly revolutionize CX, top industry leaders like those from Zingly needed to step back and fundamentally reimagine a new approach. Incremental improvements to CX were not enough. A deep technology solution intelligently combining data, GenAI, humans, and a dedicated team of CX experts and forward-looking Fortune 500 design partners was required for such a revolution,” said Zeus Kerravala, Principal Analyst, ZK Research.

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“The vision presented by Zingly happens once in a decade. We are excited to partner with the team right from its inception”, said Gaurav Manglik of WestWave Capital. Gokul Rajaram, Board Member at Coinbase and Pinterest and a former executive at DoorDash and Square added: “What I respect about Gaurav Passi as a leader and Zingly as a company is that they have had the same mission from day 1. They work closely with large, complex enterprises to solve deep challenges and, as a result, have built the best platform to disrupt the much-needed CX industry with clear ROI. This clarity of mission and singular focus has been a big reason for their continued success.”

Looking ahead, Zingly is rapidly expanding its teams in data science and engineering, sales, and marketing, with plans to double its headcount by the end of next year. On track to drive millions of quality customer interactions this year, Zingly is accelerating its mission to help companies collaborate with their customers and build relationships bigger than business.