In its latest foray into the customer support market, Zoom announced that it has entered into a definitive agreement to acquire the Solvvy customer support AI and automation platform.
Once the acquisition is complete, the two companies will deliver premium customer service experiences to businesses around the world and quickly work together to capitalize on new opportunities in the contact center and customer service segments.
Zoom President of Products and Engineering Velchamy Sankarlingam explained in a press release how the acquisition of Solvvy will help drive its Zoom Contact Center offering launched earlier this year:
“The nature of the customer experience is fundamentally changing as companies increasingly need to deliver exceptional, personalized and effortless customer experiences. Solvvy understands this change and is the ideal platform to enhance our Zoom Contact Center offering. Solvvy's differentiated AI and machine learning technology, extremely talented team, and easy-to-deploy solution will help accelerate our roadmap to create a concierge-grade experience for clients around the world. Together, we're excited to help businesses of all sizes improve customer retention, increase operational efficiency, and set new standards for customer service and satisfaction. »
Zoom Contact Center is the first video conferencing-optimized omnichannel contact center platform with a robust set of channels including video, voice, SMS, and live chat in a single, easy-to-use experience.
By adding Solvvy's proprietary technology to its contact center offering, the company will be able to further expand it with scalable self-service and conversational AI. At the same time, Zoom Contact Center customers will benefit from an easy-to-deploy, integrated and automated contact center thanks to Zoom's acquisition of Solvvy.
Once the acquisition is complete, Zoom will integrate and extend Solvvy's capabilities into its Zoom contact center platform. The transaction is expected to close in the second quarter of next year and neither company has provided details of the terms of the sale.
As employees begin to return to the office and organizations implement hybrid work policies, Zoom's move into the customer service space makes a lot of sense now that video calls aren't as in demand as they once were during the pandemic.