Zoom is driving further into the customer service market

In its newest transfer into the customer service market, Zoom has introduced that it has entered into a definitive settlement to amass the AI and automation platform for customer help Solvvy.

Once the acquisition closes, the two corporations will present elevated customer service experiences to enterprise companies on a worldwide scale and work collectively shortly to capitalize on new alternatives in each the contact heart and customer help segments.

President of product and engineering at Zoom, Velchamy Sankarlingam defined in a press launch how buying Solvvy will assist increase its Zoom Contact Center providing which launched earlier this 12 months, saying:

“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.”

Zoom Contact Center is the first omnichannel contact heart platform that is optimized for video conferencing with a sturdy suite of channels together with video, voice, SMS and dwell chat in a single, user-friendly expertise.

By including Solvvy’s proprietary tech to its contact heart providing, the firm will have the ability to construct it out further with scalable self-service and conversational AI. At the identical time, Zoom Contact Center prospects will profit from an automatic, built-in and easy-to-deploy contact heart on account of Zoom’s Solvvy acquisition.

Once the acquisition is full, Zoom will incorporate and develop Solvvy’s capabilities throughout its Zoom Contact Center Platform. The transaction is anticipated to shut throughout the second quarter of the firm's fiscal 12 months 2023 and neither firm offered details on the phrases of the sale.

As staff start to return to the workplace and organizations implement hybrid work insurance policies, Zoom’s transfer into the customer service area makes a substantial amount of sense now that video calls are not as in demand as they as soon as have been throughout the pandemic.