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Zoom pushes further into the contact center with Solvvy acquisition

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Video conferencing large Zoom has introduced it’s buying Solvvy, a California-based startup which makes a speciality of conversational AI and automation options for the contact heart.

Based in 2013, Solvvy affords an AI-powered self-service buyer assist agent geared toward easing the load on buyer assist groups by coping with easy requests earlier than handing over to a human agent. Prospects embody expertise corporations like Calendly, Calm, Seat Geek, and Scribd.

The monetary phrases of the acquisition haven’t been disclosed and the deal is predicted to shut within the first half of 2023, with Zoom incorporating Solvvy’s software program and workforce into its contact heart platform providing.

This isn’t the primary time Zoom has seemed to purchase corporations working within the buyer expertise area. Having announced its intention to maneuver into the contact heart area at Zoomtopia in 2021, the failed acquisition of cloud-contact heart firm Five9 a month later noticed Zoom press pause on its plans. Then, in February 2022, Zoom launched its personal “video-optimized” contact heart platform.

in a blog post, president of product and engineering at Zoom, Velchamy Sankarlingam, wrote that the acquisition of Solvvy will assist Zoom give prospects “automated, built-in, and easy-to-deploy” contact heart software program.

“With our shared focus and priorities, we will capitalize on new alternatives involved heart and buyer assist, and long-term, we see large potential to unlock new alternatives the place extremely customized, video-based service is usually a key differentiator,” he wrote.

Copyright © 2022 IDG Communications, Inc.

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