Zoom is expanding its customer support offerings

Announcing its newest acquisition, Zoom has agreed to buy Solvvy, an AI and automation platform for customer care.

For enterprises, this means a better customer service experience around the globe, and the two organisations will work together as rapidly as possible to take advantage of new possibilities in both the contact centre industry and customer support industry.

It was said in a news statement from Zoom that the acquisition of Solvvy would enhance the company’s Zoom Contact Center product, which was released earlier this year:

As businesses strive to provide their customers with excellent, customised, and frictionless experiences, the nature of the customer experience is changing fundamentally. With this transition, Solvvy is the perfect platform to strengthen our Zoom Contact Center service. The unique AI and machine learning capabilities of Solvvy, as well as the company’s highly skilled staff and simple-to-deploy solution, will expedite our efforts to provide consumers all over the globe with a concierge-level experience. We look forward to working with companies of all sizes to help them better retain customers, boost productivity, and raise the bar on customer service and satisfaction.

First omnichannel contact centre platform specialised for video conferencing, Zoom Contact Center includes video, audio, SMS, and live chat in a single user-friendly experience that is easy to learn and operate.

The organisation will be able to expand its contact center’s self-service capabilities and conversational AI capabilities by integrating Solvvy’s unique technology. Zoom’s Solvvy purchase will provide an automated, integrated, and simple-to-deploy contact centre for Zoom Contact Center clients.

Zoom will integrate and develop Solvvy’s features into its Zoom Contact Center Platform after the transaction is finalised. There were no specifics given about the terms of the deal, which is slated to finalise in the second quarter of 2017.

It makes sense for Zoom to enter the customer service arena now that video conversations are no longer in demand as they were during the epidemic, when individuals return to work and firms establish hybrid working arrangements.