Five Elms Capital made a US$7m investment in PlayVox, an omnichannel QA/performance management software founded in Colombia by Oscar Giraldo. FCP Innovación SP, the CVC fund of EPM, made a US$1.5m Series A investment in 2015.

(Press Release) PlayVox is moving the customer service market from old-school spreadsheets to modern quality assurance software to improve service quality and customer experience. Companies such as OLX, Creditas, Redmart, Foodora, Fiverr and Zillow Group are using PlayVox.

PlayVox provides quality assurance and performance management software that helps customer support teams improve customer experience and agent engagement. Its omnichannel platform integrates data from the leading cloud-based vendors such as Zendesk, Salesforce, Kustomer, Talkdesk, and Five9. It turns customer and support agent data into an easily digestible dashboard for quality assurance managers to review customer interactions and provide coaching to improve customer experience and agent satisfaction.

“It has never been more critical to provide high quality service to customers than it is today. We take pride in helping companies maximize each and every interaction with their valuable customers,” said Oscar Giraldo, CEO and Founder of PlayVox. “We are excited to partner with Five Elms Capital as we continue to innovate and push the industry towards data-driven decision making.”

Five Elms Capital’s decision to invest in PlayVox was based on the belief that PlayVox is uniquely positioned to capitalize on a fast-growing, expansive market where outdated, complex, and expensive solutions have historically dominated.

“Oscar and the PlayVox team continue to improve the way customer support teams operate. PlayVox has built an intuitive, scalable platform that has proven its ability to drive ROI for customers,” said Ryan Mandl, Managing Director at Five Elms Capital. “Equally impressive is the team and culture that Oscar has fostered. We are excited to support Oscar in his goal of expanding the team and cementing PlayVox as the leader in modern quality assurance.”