Zoom to acquire conversational AI and automation platform Solvvy

Zoom and Solvvy aim at offering elevated customer service experiences to a global enterprise base and work to capitalize on new opportunities

Zoom Video Communications announced it has entered into a definitive agreement to acquire Solvvy, a conversational AI and automation platform for customer support. A few months ago, Zoom launched Zoom Contact Center with the goal of redefining the contact center category through a combination of unified communications and customer experience, and the company hopes to achieve that goal through Solvvy.  

“Solvvy’s proprietary technology will broaden Zoom Contact Center’s offering with scalable self-service and conversational AI. Our customers will benefit from an automated, integrated, and easy-to-deploy contact center, which will help answer end-customers’ questions and solve issues faster – improving the overall customer experience and driving operational savings,” said Velchamy Sankarlingam, President of Product and Engineering, Zoom Video Communications.

The recently launched Zoom Contact Center is an omnichannel contact center platform optimized for video with a suite of channels, such as video, voice, SMS, and webchat, in a single, user-friendly experience. Adding Solvvy’s proprietary technology will broaden Zoom Contact Center’s offering with scalable self-service and conversational AI. With Solvvy, Zoom Contact Center customers will benefit from an automated, integrated, and easy-to-deploy contact center that helps answer end-customers’ questions and solve issues faster, improves the overall customer experience, and drives operational savings, said a statement from the company.

“We are confident that this combination will help advance the next frontier of customer service because Zoom and Solvvy are a terrific fit – both in terms of technology and culture. We have each built leading enterprise SaaS businesses through a focus on scalability, simplicity, and respect for the end-customer. We also have a shared passion for leveraging best-in-class modern technology solutions to enhance human experiences,” added Sankarlingam.

Following the close of the transaction, Zoom will incorporate and expand Solvvy’s capabilities across its Zoom Contact Center platform. Solvvy Founding CEO Mahesh Ram and Co-Founder & CTO Justin Betteridge will be instrumental in driving the combined Advanced Conversational AI and Automation product vision and innovation strategy.