Zoom has acquired conversation AI platform Solvvy as it continues to expand its contact centre credentials.
Solvvy’s technology will add scalable self-service capabilities to Zoom Contact Center platform, Zoom said.
Velchamy Sankarlingam, President of Product and Engineering at Zoom, added: “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.”
Zoom launched its contact centre offering in February, building on an announcement it made last year revealing plans for its Video Engagement Center.
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Zoom said the transaction is expected to close in Q2 of its fiscal 2023.
Solvvy’s co-founders – CEO Mahesh Ram and CTO Justin Betteridge – will be “instrumental in driving the combined Advanced Conversational AI and Automation product vision and innovation strategy”.
Ram said: “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.”
Zoom has released several updates for its contact centre platform since launching the product. Last month it launched SMS and live chat functionality, as well as its Zoom IQ conversational intelligence solution which is targeted at sales teams.
The vendor has also continued innovating across its UC platform which has included the launch of its whiteboard collaboration feature.
