Zoom has announced plans to expand the customer experience by acquiring startup Solvvy, an AI and automation-powered conversational platform for customer support.
Last summer, the company offered nearly $15 billion to buy Five9 to engage in customer service. Although the deal fell apart. But Zoom's desire to get into customer service somehow hasn't waned.
Earlier this year, the company announced a new customer service solution that takes advantage of Zoom's existing capabilities.
By combining call center functionality with Zoom's unified communications solutions, Contact Center can function as a standalone customer experience solution or integrate directly into an existing website or app.
Contact Center aims to redefine the call center category through a combination of unified communications and customer experience. She added, "Customers who use Meetings, Phone, or Chat get to experience the admin interaction, as they are part of the same Zoom app."
Zoom acquires Solvvy
By combining some of the existing functionality, the company was able to offer a customer service experience within the Zoom toolkit.
And by acquiring Solvvy, the company gets more automation, intelligence, and the ability to clear routine questions without having to talk to anyone.
- As the nature of customer experience continues to fundamentally shift, companies increasingly need to deliver exceptional, personalized and easy customer experiences.
- As a result, Zoom helps companies of all sizes improve customer retention, increase operating efficiency, and set new standards for customer service and satisfaction.
- Zoom's head of product and engineering recognizes that this acquisition gives the company critical functions to compete in this space.
He said: Solvvy's proprietary technology extends Contact Center's offerings with scalable self-service and artificial intelligence for conversations. Our customers benefit from an automated and integrated call center. This center helps answer customer questions, resolve issues faster, improve the overall customer experience, and increase operational savings.
While the companies did not share the purchase price, Solvvy, which was launched in 2013, raised about $16.5 million. The deal is expected to close in the third quarter of this fiscal year.