Zoom pushes further into the contact center with the acquisition of Solvvy

Video conferencing giant Zoom has announced the acquisition of Solvvy, a California-based startup specializing in conversational AI and contact center automation solutions.

Founded in 2013, Solvvy offers an AI-powered self-service customer support agent aimed at easing the burden on customer support teams by handling simple inquiries before handing over to a human agent. Clients include technology companies such as Calendly, Calm, Seat Geek and Scribd.

Financial terms of the acquisition were not disclosed and the deal is expected to close in the first half of 2023, with Zoom integrating Solvvy’s software and team into its contact center platform offering.

This isn’t the first time Zoom has sought to buy companies operating in the customer experience space. After announcing plans to move into Zoomtopia’s contact center space in 2021, the failed acquisition of cloud contact center company Five9 a month later saw Zoom’s press come to a halt. on his plans. Then, in February 2022, Zoom launched its own “video-optimized” contact center platform.

In a blog post, Zoom President of Products and Engineering Velchamy Sankarlingam wrote that the acquisition of Solvvy will help Zoom provide customers with “automated, integrated and easy to deploy” contact center software. .

“With our common focus and priorities, we will be able to capitalize on new opportunities in contact center and customer support, and in the long term, we see huge potential to unlock new opportunities where highly personalized video service can be a key differentiator,” he wrote.

Copyright © 2022 IDG Communications, Inc.

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