Zoom continues to expand its contact center with the acquisition of Solvvy

Adding more strings to a bow that has been greatly enriched by success in collaboration and communications, and aiming to deliver elevated customer service experiences to a global enterprise base and working quickly to capitalize on new opportunities in contact center and customer support, Zoom Video Communications has entered into a definitive agreement to acquire Solvvy.

Solvy describes itself as the leading conversational artificial intelligence (AI) platform for customer support, enabling fast, personalized resolutions for customers, improving agent productivity, and uncovering business insights to empower leaders and their teams. Its smart chatbot and automations are said to have powered more than a billion conversations for top brands like HelloFresh, Vimeo, Under Armour, Stash, and Zwift, improving the customer and agent experience and driving what the company sees as massive operational savings.

A month ago, Zoom unveiled a range of innovations for its core platform with the aim of modernizing the way businesses interact with customers, launching a conversation intelligence service and improving events. in line.

The enhancements were also designed to help companies improve customer and employee experiences for the new hybrid workforce, with the goal of offering actionable insights to navigate transformation and the future of work. Leading the slate was Zoom IQ for Sales, a conversational intelligence service for sales professionals, as well as Zoom Events and Webinar features such as Backstage and Webinar session branding. The offerings are designed to put engagement at the center of the experience and transform the way users work, connect and collaborate.

The deal is expected to close in the second quarter of fiscal 2023. Although terms of the transaction were not disclosed, Zoom said that by adding Solvvy’s proprietary technology, it would expand the center’s offerings. Zoom contact with scalable self-service and conversational AI. With Solvvy, Zoom believes its contact center customers will benefit from an automated, integrated, and easy-to-deploy contact center that helps answer end-customer questions and resolve issues faster; improves the overall customer experience; and generates operational savings.

“The nature of customer experience is fundamentally changing as businesses increasingly need to deliver exceptional, personalized and effortless customer experiences,” said Velchamy Sankarlingam, president of product and engineering at Zoom. . “Solvvy understands this change and is the perfect platform to enhance 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. »

Following the closing of the transaction, Zoom will integrate and extend Solvvy’s capabilities on its Zoom Contact Center platform. Mahesh Ram, CEO of Solvvy, and Justin Betteridge, Chief Technology Officer, will be responsible for driving a combined vision of advanced conversational AI and automation products with an innovation strategy.

“Zoom is poised to redefine the contact center category with its unique combination of unified communication and customer experience,” Ram said. “We couldn’t be more excited to join forces and further develop our unique conversational AI offering.

“Zoom’s Contact Center brings the same level of scalability, simplicity, and respect for the end user, making Zoom the premier communication platform for businesses around the world.”

“Combined with our modern technology stack, talented team and AI expertise, we believe we can fundamentally transform the customer experience. The benefits of Zoom’s deep technical expertise, industry-leading platform and global reach will further increase the impact we have on our customers and serve new ones.