Zoom has announced plans to acquire Solvvy as it seeks to stimulate the expansion of the contact center.
The video communications giant says it has reached a final deal to acquire Solvvy, which offers conversational AI and an automation platform for customer support.
The deal will see Zoom add Solvvy’s own technology to expand the offering of the recently launched Zoom Contact Center.
This will see customers benefit from an automated, integrated and easy-to-deploy contact center that helps answer end-customer questions and solve problems faster, improves the overall customer experience and leads to operational savings. said Zoom.
It is added that the two companies will offer “improved customer service in a global corporate base”.
“The nature of the customer experience is fundamentally transforming, as companies increasingly need to provide an exceptional, personalized and seamless customer experience. “Solvvy understands this change and is the ideal platform to improve the supply of our Zoom Contact Center,” said Velchami Sankarlingham, president of product and engineering at Zoom.
“Together, we are excited to help companies of all sizes improve customer retention, increase operational efficiency and set new standards for customer service and satisfaction.”
Zoom says it will include and expand Solvvy’s capabilities in its Zoom Contact Center platform once the deal is completed.
Solvvy CEO Mahesh Ram and co-founder and CTO Justin Betterridge will help manage the combined vision and innovation strategy for AI and call automation.
Ram said: “Zoom’s contact center brings the same level of scalability, simplicity and respect to the end user that makes Zoom the leading communication platform for businesses around the world. When combined with our state-of-the-art technology, talented team and experience in artificial intelligence, we believe we can fundamentally transform the customer experience.
“The benefits of Zoom’s in-depth technical expertise, industry-leading platform and global reach will further increase the impact we have on our customers and serve new ones.”
This comes after Zoom’s $ 14.7 billion acquisition of Five9 failed in October last year after the cloud-based cloud company failed to receive the necessary shareholder support for the merger agreement.
Thomas John, vice president of affiliate sales at Five9, gave CRN additional information why the transaction was terminated. You can read more by clicking here.