Today, we’re excited to announce that ArenaCX has raised $2m in our Seed round. The round is led by Sovereign’s Capital.

The Customer Service Challenge

As a consumer, like many of you, I’ve too often been on the receiving end of poor customer service. It’s disappointing when it happens with a brand you love and downright infuriating when it happens with a company you’ve had issues with in the past.

As a business leader, though, I also understand the challenges associated with delivering consistent, high-quality support your customers can rely on. The trade-off between up-staffing to reduce customer wait times and running lean to keep costs down for end users is a never-ending battle. Training and motivating customer support agents, who have incredibly difficult jobs, is a challenge under the best of circumstances, but becomes nearly impossible under the stress of high queues and new product launches.

I evaluated a number of potential solutions, ultimately deciding to augment my internal team with agents from a trusted contact center.  We found the agents to be just as smart, dedicated, and hardworking as our internal agents, but I grew frustrated at the lack of flexibility and control inherent in the traditional FTE-based contact center model.  No business is one-dimensional: there were seasons in which I needed to ensure that the quality of the experience was supreme, like during a product launch or ahead of a big PR event when we simply couldn’t afford negative reviews, and other times when cost was paramount. I needed to be able to adjust our support approach to respond to business needs.

It was the realization that there had to be a better way – a way that aligns the incentives of all stakeholders and creates a partnership that leads to better outcomes for everyone, that led us to develop ArenaCX, the global marketplace for connecting brands and contact centers.

ArenaCX’s network of integrated contact centers makes it seamless for businesses to access the amount of support they need on demand. Coupled with ArenaCX’s management software platform, support leaders are empowered to focus on business outcomes while managing the optimal mix of cost and speed, while vastly reducing management time and investment in traditional support hiring, training, and scheduling functions.  Everyone wins with ArenaCX: end users have a better experience, brands improve their bottom lines, and contact centers are rewarded for superior performance.

The Next Chapter

Today, we’re fired up to announce that we’ve raised $2 million in seed funding led by Jake Thomsen at Sovereign’s Capital and with participation from a number of leading angel investors from North Carolina’s innovative RTP region. It was clear from our first meeting with Jake that he understands the deeply entrenched challenges facing the customer support industry and fully appreciated how ArenaCX can be a game-changing solution for many businesses.  With his expertise in developing early stage startups, Jake is the ideal partner for ArenaCX as we further develop our product, scale our team, and bring about our vision for how customer support should be.

This substantial seed investment shows the confidence our investors have in not only ArenaCX’s vision for transforming customer service around the world, but also in our ability to execute on that strategy with enthusiasm, discipline, and heart.

We’re excited about this new chapter and look forward to continuing to invest in our platform and build out this marketplace. We are hiring, so if you’re an entrepreneurial-minded leader looking to transform an industry, consider joining our team! Check out our current job listings or reach us directly at careers@arenacx.com.

Lastly, to those who believed in ArenaCX at the very beginning–our angel investors and advisors from Republic Wireless and Bandwidth and our contact center partners–thank you for your unwavering faith in our mission and our team!  We couldn’t have done it without you.

Rock on!

Doc Shufelt, CEO and Co-founder, ArenaCX

Getting in Touch

If you’re a business or support leader, you can learn more about ArenaCX here.

If you think ArenaCX can help your business, we’d also love to hear from you. You can reach us at info@arenacx.com or through our Contact Us page.