Interactions Gains $12M for Phone-Based Customer Service Tech

7/27/11Follow @gthuang

Franklin, MA-based Interactions, a speech and customer service technology company, said yesterday it has raised $12 million in new financing led by Sigma Partners. North Hill Ventures, Cross Atlantic Capital Partners, and Updata Partners also participated in the round.

The company says it will use the new money to support its growing customer base, expand its market presence, and invest in new technology. Its goal: to provide something like a “virtual customer service agent” that can engage people in natural conversation.

To that end, Interactions develops automated voice and interactive systems for phone-based customer service. It tries to enhance existing speech recognition and phone-tree technologies by putting some human assistance into the loop, among other things.

The company started in 2004 and has a technology center in Indiana. It is led by CEO Mike Iacobucci.

Gregory T. Huang is Xconomy's Deputy Editor, National IT Editor, and the Editor of Xconomy Boston. You can e-mail him at gthuang@xconomy.com or call him at 617-252-7323. Follow @gthuang

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