Zoom is driving further into the customer service market

In its latest push into the customer service market, Zoom announced that it has entered into a definitive agreement to acquire customer support AI and automation platform Solvvy.

Once the acquisition is complete, the two companies will deliver premium customer service experiences to businesses globally and work together quickly to capitalize on new opportunities in the contact center and customer support segments.

President of Products and Engineering at Zoom, Velchamy Sankarlingam explained in a press release how the acquisition of Solvvy will help boost 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 improve our Zoom Contact Center offering. Solvvy’s differentiated artificial intelligence and machine learning technology, extremely talented team, and easy-to-deploy solution will help accelerate our roadmap to create a concierge-level experience for customers 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 omnichannel contact center platform optimized for video conferencing with a robust suite of channels including video, voice, SMS, and live chat in a single, user-friendly experience.

By adding Solvvy’s proprietary technology to its contact center offering, the company will be able to expand it further with scalable self-service and conversational AI. At the same time, Zoom Contact Center customers will benefit from an automated, integrated and easy-to-deploy contact center thanks to Zoom’s acquisition of Solvvy.

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Once the acquisition is complete, Zoom will integrate and extend Solvvy’s capabilities on 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 working policies, Zoom’s move into the customer service space makes perfect sense now that video calls aren’t as in demand as they are. once were during the pandemic.

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