Zoom has acquired conversation AI platform Solvvy as it continues to expand its contact centre credentials.
Zoom exec’s said the new technology will add scalable self-service capabilities to its recently launched Zoom Contact Center platform.
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.”
The acquisition will close in the second quarter of Zoom’s financial year, it stated.
Solvvy CEO Mahesh 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.”
The acquisition comes after the recent release of Zoom IQ, a conversational analytics tool for outbound sales teams.
Such moves are a signals of intent to infuse AI into the heart of its CCaaS solution, with Josh Dulberger – Head of Product, Data, and AI – at Zoom exclusively telling CX Today that the vendor soon aims to create an “augmented reality for the support rep”.
With these AI-driven innovations coming thick and fast, Zoom is evolving its solution to catch up with CCaaS leaders, including Genesys, NICE, and Avaya.