Zoom Acquiring Customer Support AI and Automation Platform Solvvy

After two and a half years of COVID-19, most of us are familiar with the highly usable video conferencing solution offered by Zoom Video Communications. Whether it’s for parent-teacher conferences, virtual cocktail parties or family gatherings in a time of quarantine, the platform has become a staple of life during a pandemic. 

Of course, it’s become an even more important tool for businesses, enabling face-to-face interactions at a distance – the model for the future of work.

But Zoom is about more than virtual catchups and conference calls. The technology also has significant benefits to offer the contact center industry. The recently launched Zoom Contact Center has been branded by the company as the “first omnichannel contact center platform optimized for video,” with a suite of channels, such as video, voice, SMS, and webchat, in a single, user-friendly experience.

To forward its relationships with the contact center community, Zoom announced that it has entered into a definitive agreement to acquire Solvvy, a conversational artificial intelligence (AI) and automation platform for customer support. Together, Zoom and Solvvy plan to offer elevated customer service experiences to a global enterprise base and work quickly to capitalize on new opportunities in contact center and customer support.

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 can benefit from an automated, integrated, and easy-to-deploy contact center that helps answer end-customers’ questions and solve issues faster, improves the overall customer experience, and drives operational savings, according to the two companies.

“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,” said Velchamy Sankarlingam, President of Product and Engineering at Zoom, in a statement. 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.”

Be part of the conversation about how AI is driving the Future of Work and both the customer and employee experience at Future of Work Expo 2022. The conference focuses on key elements of today's re-imagined workplace, not just for improving productivity, but also providing a better customer experience, through the intersection of technology and the human element. Future of Work Expo is part of the #TECHSUPERSHOW experience, taking place June 21-24, 2022 in Ft. Lauderdale, Florida.

Edited by Erik Linask