Zoom set to acquire Solvvy as it looks to drive contact centre growth

The video communications giant has entered into a definitive agreement that will see it add Solvvy’s proprietary technology

Zoom has announced plans to acquire Solvvy as it looks to drive its contact centre expansion.

The video communications giant says it has entered into a definitive agreement to acquire Solvvy, which offers a conversational AI and automation platform for customer support.

The deal will see Zoom add Solvvy's proprietary technology to broaden the offering of the recently launched Zoom Contact Centre.

This will see customers "benefit from an automated, integrated, and easy-to-deploy contact centre that helps answer end-customers' questions and solve issues faster, improves the overall customer experience, and drives operational savings," Zoom said.

It added the two companies will offer "elevated customer service experiences to a global enterprise base".

"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 Centre offering," Velchamy Sankarlingam, President of product and engineering at Zoom, said.

"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 says it will incorporate and expand Solvvy's capabilities across its Zoom Contact Centre platform following the close of the transaction.

Solvvy Founding CEO Mahesh Ram and co-founder and CTO Justin Betteridge will help drive the combined conversational AI and automation product vision and innovation strategy.

Ram said: "Zoom's Contact Centre 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."

This comes after Zoom's planned acquisition of Five9 for $14.7bn fell through in October last year after the cloud based call centre firm did not obtain the requisite stockholder support for the merger agreement.

Thomas John, VP of partner sales at Five9, gave CRN further insight as to why the deal was terminated. You can read more by clicking here.