Zoom deepens into intelligent customer experience with acquisition of Solvvy

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Last summer, as its stock price skyrocketed, Zoom swung into the fence. offers nearly $15 billion to buy Five9 get into service. Finally deal fell apart when share price fellbut Zoom’s desire to get into the help desk hasn’t abated one way or another.

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Earlier this year, the company announced new customer service solution, which will take advantage of Zoom’s existing capabilities. As the company wrote in a blog post announcing the new service:

Combining contact center functionality with Zoom Unified Communications solutions, Zoom Contact Center can work as a standalone customer service solution or integrate directly into an existing website or app. Zoom customers using Zoom Meetings, Zoom Phone and/or Zoom Chat will recognize the agent-supervisor interaction handling process as it is part of the same Zoom application.

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By merging some existing features, the company was able to offer customer service through the Zoom toolkit. The company today announced plans to extend by acquiring SolvvyA 9-year-old startup specializing in conversational AI.

With Solvvy, the company gets more automation and intelligence, as well as the ability to solve routine issues without talking to a person. Velchami Sancarlingam, president of product and development at Zoom, certainly acknowledges that this acquisition provides the company with important opportunities to compete in this area.

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“Solvvy’s patented technology will enhance the Zoom Contact Center offering with scalable self-service and conversational AI. Our customers will benefit from an automated, integrated and easy-to-deploy contact center that will help answer end customer questions and resolve issues faster, improving overall customer experience and delivering cost savings,” Sancarlingam wrote in his letter. blog post announce the deal.

Brent Leary, chief analyst and founder of CRM Essentials, who oversees the customer service industry, says it could be a more practical deal than with Five9.

“I think it could be a better fit for Zoom than Five9. Integrating conversational AI with the Zoom communications platform seems like a good combination that strengthens both parties and potentially creates a better experience for customers and employees interacting with each other,” he told TechCrunch.

Although the companies did not share the purchase price, Solvvy, which launched back in 2013, has raised $16.5 million, according to Crunchbase. The deal is expected to close in the third quarter of this fiscal year.

Zoom shares are up more than 9% in early trading this morning.


Credit: techcrunch.com /

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