Topbox
Analyzing customer interactions and feedback from every contact channel.
| Date | Investors | Amount | Round |
|---|---|---|---|
| - | investor | €0.0 | round |
| N/A | €0.0 | round | |
| investor | €0.0 | round | |
| investor investor investor investor | €0.0 | round | |
N/A | Acquisition | ||
| Total Funding | 000k | ||
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Founded in 2014 by Chris Tranquill, Jeff Yentis, and Brian Timmons, Topbox established itself as a provider of enterprise customer experience (CX) analytics software. The company, headquartered in Potomac, Maryland, secured a total of $6.81 million in funding over three rounds, including a significant Series A round of $5.9 million in July 2018. A major milestone in the company's history was its acquisition by Khoros, a digital-first customer engagement software firm, on January 4, 2021.
Topbox specializes in providing a cloud-based platform for omnichannel conversation analytics, primarily serving enterprises and their call centers. The business operates on a Software-as-a-Service (SaaS) subscription model. The core of its offering is a platform that unifies customer interaction data from a multitude of sources into a single data set for analysis. These sources include call recordings, chat transcripts, emails, social media posts, surveys, and online reviews. By leveraging proprietary Natural Language Processing (NLP) and AI, the software analyzes this aggregated data to uncover customer sentiment and, more importantly, the root causes behind customer issues and behavior.
The platform is designed to identify friction points within the customer journey, enabling businesses to move beyond simply reacting to problems. It contextualizes conversations based on an organization's specific products and processes to deliver actionable insights. This allows companies to not only improve contact center interactions but also to address fundamental issues with products or services, ultimately aiming to reduce the volume of customer complaints. The goal is to provide a unified and actionable view of the customer, empowering brands to enhance engagement and foster long-term loyalty.
Keywords: customer experience analytics, CX analytics, omnichannel conversation analytics, voice of the customer, root cause analysis, contact center analytics, customer feedback analysis, natural language processing, sentiment analysis, text analytics, customer journey analytics, interaction analytics, SaaS, enterprise software, data aggregation, customer intelligence, Khoros, Chris Tranquill, Jeff Yentis, Brian Timmons