Zoom pushes additional into the contact middle with Solvvy acquisition
After its failed try to buy Five9 final 12 months, Zoom is as soon as once more trying to bolster its nascent contact middle software program proposition.
Video conferencing big Zoom has introduced it’s buying Solvvy, a California-based startup which focuses on conversational AI and automation options for the contact middle.
Founded in 2013, Solvvy affords an AI-powered self-service buyer assist agent aimed toward easing the load on buyer assist groups by coping with easy requests earlier than handing over to a human agent. Customers embody expertise firms like Calendly, Calm, Seat Geek, and Scribd.
The monetary phrases of the acquisition haven’t been disclosed and the deal is anticipated to shut within the first half of 2023, with Zoom incorporating Solvvy’s software program and group into its contact middle platform providing.
This isn’t the primary time Zoom has regarded to purchase firms working within the buyer expertise house. Having introduced its intention to maneuver into the contact middle house at Zoomtopia in 2021, the failed acquisition of cloud-contact middle firm Five9 a month later noticed Zoom press pause on its plans. Then, in February 2022, Zoom launched its personal “video-optimized” contact middle platform.
in a weblog submit, president of product and engineering at Zoom, Velchamy Sankarlingam, wrote that the acquisition of Solvvy will assist Zoom give clients “automated, integrated, and easy-to-deploy” contact middle software program.
“With our shared focus and priorities, we will be able to capitalize on new opportunities in contact center and customer support, and long-term, we see tremendous potential to unlock new opportunities where highly personalized, video-based service can be a key differentiator,” he wrote.