Zoom has announced it has entered into a definitive agreement to acquire Solvvy, a conversational AI and automation platform for customer support. The acquisition is designed to offer elevated customer service experiences to a global enterprise base and create new opportunities in contact centre and customer support.
The recently launched Zoom Contact Center is an omnichannel contact centre platform optimised for video with a robust suite of channels, such as video, voice, SMS, and webchat. Adding Solvvy’s proprietary technology will broaden Zoom Contact Center’s offering with scalable self-service and conversational AI.
With Solvvy, Zoom Contact Center customers will benefit from an automated and integrated contact centre that helps answer end customer questions and solve issues faster.
Velchamy Sankarlingam, president of product and engineering at Zoom (pictured), said, “The nature of customer experience is transforming fundamentally, as enterprises increasingly need to deliver exceptional, personalized, and effortless customer experiences. Solvvy understands this shift and is the ideal platform to enhance our Zoom Contact Center offering.
“Solvvy’s differentiated AI and machine learning technology, deeply talented team, and an easy-to-deploy solution will help accelerate our roadmap to creating a concierge-level experience for customers worldwide. Together, we are excited to help businesses of all sizes improve their customer retention, increase operating efficiency, and set new standards for customer service and satisfaction.”
Mahesh Ram, chief executive officer and co-founder of Solvvy, added, “Zoom is poised to redefine the contact center category with its unique combination of unified communication and customer experience. We could not be more excited to join forces and further scale 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 communications platform for businesses worldwide. When combined with our modern tech 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 scale the impact we have on our customers and serve new ones.”
Terms of the transaction were not disclosed, with the transaction is expected to close in Q2 2023.