A video chat application Zoom has announced the acquisition of Solvvy, a customer service solution. The company plans to integrate the service on Zoom.
In a blog post about the new development, Zoom said, Combining contact centre functionality with Zoom unified communications solutions, Zoom Contact Centre can operate as a standalone customer experience solution or integrate directly into an existing website or application.”
“Zoom customers who use Zoom Meetings, Zoom Phone, and/or Zoom Chat will recognise the agent and supervisor interaction handling experience, as it is part of the same Zoom application.”
Velchamy Sankarlingam, president of Product and Engineering at Zoom, said, “With Solvvy, the company gets more automation and intelligence and the ability to clear routine questions without having to speak to a person.”
“Solvvy’s proprietary technology will broaden Zoom Contact Centre’s offering with scalable self-service and conversational AI. Our customers will benefit from an automated, integrated, and easy-to-deploy contact centre, which will help answer end-customers questions and solve issues faster – improving the overall customer experience and driving operational savings,” Sankarlingam wrote in a blog post announcing the deal.
Sankarlingam told TechCrunch, “I think this could actually be a better fit for Zoom than Five9 would have been. Conversational AI integration with Zoom’s communications platform seems like a nice combination that strengthens both sides and potentially creates better experiences for both customers and employees interacting with each other.”