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Genesys backs London-based startup with £8M funding transforming customer service with gig economy

Limitless
Image credits: Limitless

‘Gig economy’ is not only confined to tech firms like Uber, Deliveroo, Lyft, and others, in fact the modern form of employment has become popular in industries like customer service too. London-based Limitless Technology, the inventor and provider of a SaaS platform offering AI and crowd sourced customer service solutions is one of them.

And now, Limitless, the AI-driven gig customer experience platform, has announced to have raised $10 million (approx £8 million) funding in the Series B round. 

The investment was led by Redline Capital and Genesys, as well as continued participation from AlbionVC and Unilever Ventures.

With the funding, Limitless aims to establish a new US-based headquarters to focus on its product development, related to routing, automation, and AI to augment the strengths of humans. The Series B funding follows on from a nearly $7 million (approx £5.1 million) Series A round in 2019.

Partnership with Genesys and why?

Besides funding, the UK company also collaborated with Genesys, which is a global leader in cloud customer and contact centre solutions, to provide gig customer support or ‘GigCX.’ 

As per the company press release, the combined solution enables businesses to easily scale resources during busy periods and deliver faster response times 24/7. 

“The Genesys investment and partnership marks a significant achievement for Limitless as we continue to expand globally,” said Roger Beadle, CEO, Limitless. As consumers turn increasingly to digital support channels and products become more complex, businesses need access to more diverse and agile talent pools. By integrating Genesys Cloud and the Limitless GigCX platform, we offer businesses the opportunity to seamlessly blend call centre agents with their own passionate and knowledgeable gig experts to provide empathetic support, at scale.”

Basically, Limitless is a gig customer service (GigCX) platform, combining crowdsourcing and AI to help global businesses address their biggest customer service challenges – rising costs, increasing attrition, variability in demand, and the need for diversity. 

GigCX works by sourcing customer support agents from AI-driven platforms to perform tasks on a cost-per-serve basis. Businesses can easily employ additional GigCX agents when needed, allowing firms to maintain responsive, high-quality customer service during peak periods. 

Founded by Roger Beadle and Megan Neale in 2016, the company works with various brands like Microsoft, Unilever, Sage, eBay, and L’Oreal, to improve customer experience.  

Passed the ‘hype’ stage

Limitless says that the GigCX aligns with trends identified by the analyst research community, including the recent Gartner Hype Cycle for Business Process Services 2020, where Principal Analyst Jaideep Thyagarajan revealed that the gig has now passed the ‘hype’ stage and is being actively used and scaled. Other recent Gartner research predicts that by 2023, the gig model will account for 35% of the total customer service workforce.

Olivier Jouve, executive vice president and general manager, Genesys Cloud, said: “Today, businesses need digital solutions that enable them to meet customers wherever they are in their journeys while providing a memorable, differentiated experience. By partnering with Limitless, we’re giving businesses a new way to optimise their contact centre resources while expanding the reach of the overall service experience for their customers.”

 For Megan Neale, COO, Limitless, the new investment and partnership with Genesys marks a milestone in the future of work, especially during turbulent times: “COVID-19 has seen many businesses face massive disruption, but GigCX has been a saving grace in business continuity while also opening up new possibilities for flexible working. This new partnership is at the heart of empowering anyone, anywhere on the planet to provide customer service for brands they love, and that is something we are truly proud of.”

 

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