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Zoom is driving further into the customer service market

Home News Software (Image credit: Shutterstock) In its latest move into the customer service market, Zoom has announced that it has entered into a definitive agreement to acquire the AI and automation platform for customer support Solvvy.Once the acquisition closes, the two companies will provide elevated customer service experiences to enterprise businesses on a global…


Zoom

(Image credit: Shutterstock)

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

Once the acquisition closes, the two companies will provide elevated customer service experiences to enterprise businesses on a global scale and work together quickly to capitalize on new opportunities in both the contact center and customer support segments.

President of product and engineering at Zoom, Velchamy Sankarlingam explained in a press release how acquiring Solvvy will help boost its Zoom Contact Center offering which launched earlier this year, saying:

“The nature of customer experience is transforming fundamentally, as enterprises increasingly need to deliver exceptional, personalized, and effortless customer experiences. Solvy is a platform that can enhance our Zoom Contact Center offering. Solvy’s AI and machine-learning technology, deep talent, and an easy to deploy solution will accelerate our journey to create a concierge-level customer experience. 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 Contact Center is the first omnichannel contact center platform that is 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 tech to its contact center offering, the company will be able to build it out further with scalable self-service and conversational AI. Zoom Contact Center customers will also benefit from an integrated, automated and easy-to deploy contact center thanks to the Solvy acquisition.

Once the acquisition is complete, Zoom will incorporate and expand Solvvy’s capabilities across its Zoom Contact Center Platform. The transaction is expected to close during the second quarter of the company’s fiscal year 2023 and neither company provided details on the terms of the sale.

As employees begin to return to the office and organizations implement hybrid work policies, Zoom’s move into the customer service space makes a great deal of sense now that video calls are no longer as in demand as they once were during the pandemic.

Anthony Spadafora

After getting his start at ITProPortal while living in South Korea, Anthony now writes about cybersecurity, web hosting, cloud services, VPNs and software for TechRadar Pro. He writes the news and also reviews, uploads, and tests many VPNs from Houston, Texas. Anthony recently took a closer look at standing desks and office chairs, as well as other essentials for working from home. Anthony can be found tinkering on PCs and gaming consoles, maintaining cables, and upgrading his smart home.

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