Virtual Office Resource

While businesses have been striving for decades to improve the way they communicate, it hasn’t always helped. Not all communication is effective communication, and some early iterations of unified communications (UC) solutions actually created extra work and confusion, resulting in duplicate tasks and putting up barriers to the way humans naturally communicate.

For this reason, modern workflow processes can offer a great deal to unified communications solutions platforms, improving the flow of communications and information. Indiana-based Kerauno, which offers a communications workflow as a service (CWaaS) platform, recently announced that it has raised $25 million in a series A round led by The Joan Hanley (Steinbrenner) Trust, Andretti Autosport chairman and CEO Michael Andretti, and other investors. The company plans to use the funding toward future acquisitions and expansion of its workforce. It also claims to be the largest round of investing funding in Indiana history (hence the “historic.”)

“This historic funding is a testament to the Kerauno brand and the faith that others have in the work we’re doing,” said Kerauno CEO and cofounder Josh Ross (News - Alert). “Our platform is all about improving interactions and engagements of customers and employees while driving more productive communications on any device, anytime, anywhere.  Our software has already proven it deepens relationships and increases revenue for our customers.”

The Kerauno platform manages and analyzes inbound text messages, chat, email, and social media communications, as well as phone calls. Users tap a customizable dashboard that integrates with third-party software platforms like Salesforce and Jira and “bubbles up” key functions and shortcuts to the surface, according to the company. In the contact center, Kerauno’s built-in call control component enables agents to see who’s available to take calls and surface key details about the customers they’re servicing, including their names and phone numbers. There’s also a note-taking tool that automatically attaches notes with a link to the call recording on the contact record. An analytics engine keeps track of things like transfers, call duration and volumes, and average hold times, all while exposing metrics like where and when errors occurred.

Kerauno is built on the back of a “geo-redundant” mesh of nodes and enterprise cloud hosts like Microsoft (News - Alert) Azure and Amazon Web Services, and is fully compliant with standards like the Federal Information Security Management Act (FISMA), Communications Assistance for Law Enforcement Act (CALEA), and PCI (News - Alert) Data Security Standard (PCI DSS).