Customer engagement platform Outreach announced a $65 million Series D last week, bringing its total funding to $125 million. The round was led by Spark Capital and includes investment from Sapphire Ventures as well as from existing investors DFJ Growth, Four Rivers Group, Mayfield, MHS Capital, Microsoft Ventures and Trinity Ventures.
Business Insider placed the valuation around $500 million, more than double the Series C valuation. The firm is eyeing an IPO in 2021 subject to market conditions.
Funds will be deployed towards product development “with a specific focus on machine learning and extending the platform beyond the sales team to every customer-facing role.”
Outreach rolled out the first application of its Amplify AI platform in March for intent classification. “This feature detects the intent of an email reply from a prospect and uses that intent to automate or recommend the next best action for the sales rep to take,” blogged product storyteller Chelsey Feldman. “Our intent classification capabilities use Natural Language Processing (NLP) to go beyond reply rates and measure whether replies are positive, objections, or unsubscribe requests…The result is the ability to measure email effectiveness and classify intent at scale.”
The firm now describes itself as a Customer Engagement company that is employing machine learning “to scientifically test, measure and optimize the performance of sales teams, while also automating non sales-related tasks.”
Medina blogged about this broader company vision last week:
Our mission is to help innovators, the evangelists of new technologies who face a lot of no’s before reaching the yes, to get their products to the people who need them, to successfully build new markets, and to fund the cycle of continuous innovation. For the past couple of years we delivered against that mission by equipping sales reps and leaders to drive predictable and measurable growth, to increase efficiency and effectiveness across the team, and to improve visibility into sales activities and team performance. We pioneered a new category of technology – the Sales Engagement Platform – that drove significant bottom line results for our customers.
But achieving revenue efficiency and delivering a world-class experience to every customer is the job not just of your sales team, but of every customer-facing employee. Many of our customers have already realized the power of Outreach to drive efficiency and lift across the revenue organization and are using Outreach for account management and customer success in addition to pipeline generation and closing. The category has effectively grown beyond Sales Engagement to become Customer Engagement…
You can only make smart decisions around improving customer experience if you can measure the outcomes of every process for all customer scenarios, and understand how those outcomes directly impact revenue. The next revolution in business will be driven not by big bang AI programs that produce lofty recommendations that are difficult to put into action, but by stacking thousands of these quick wins on top of each other to drive efficiency into every corner of the business.
“Outreach has been instrumental in creating and evolving the customer engagement category, which is growing at an exponential rate,” said Alex Clayton, Investor at Spark Capital. “Outreach’s technology, approach and leadership team make it poised to capture this multi-billion dollar opportunity.”
The Series D follows after a strong 2017 where the company doubled its customer base and posted more than 100% revenue growth. Outreach also doubled its headcount over the past year to 300 employees with a goal of 350 by the end of the year. The firm has 22,000 global users and 2,400 customers including Cloudera, Adobe, Microsoft, and DocuSign.
“The customer engagement category is experiencing explosive growth, due in large part to high rates of usage, a rarity for enterprise software which is often used as a data repository or even worse, purchased and forgotten,” said CEO Manny Medina. “Our north star isn’t number of customers, it’s number of Weekly Active Users. This metric is proof we have created a technology that not only drives revenue, but also is viewed as indispensable to every member of the revenue team.”
Usage remains high with 75% of sales reps signing in daily. “Now salespeople have a place to live,” Medina said.
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