Article by Velchamy Sankarlingam, President of Product and Engineering, Zoom Video Communications, Inc.
We’re excited to announce that we’ve entered into an agreement to acquire Solvvy, a leading conversational AI and automation platform for customer support. A few months ago, we launched Zoom Contact Center with the goal of redefining the contact center category with our unique combination of unified communications and customer experience – and we believe Solvvy will help us achieve that goal.
As the nature of customer experience continues to fundamentally transform, enterprises increasingly need to deliver exceptional, personalized, and effortless customer experiences. That’s where Solvvy comes in – with the addition of Solvvy’s differentiated AI and machine learning technology, we’ll be able to accelerate our contact center roadmap to create a concierge-level experience for customers worldwide. As a result, we will help businesses of all sizes improve their customer retention, increase operating efficiency, and set new standards for customer service and satisfaction.
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. Together, we expect Zoom and Solvvy will offer elevated customer service experiences to a global enterprise base.
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. With our shared focus and priorities, we will be able to capitalize on new opportunities in contact center and customer support, and long-term, we see tremendous potential to unlock new opportunities where highly personalized, video-based service can be a key differentiator.
We can’t wait to welcome Solvvy to the Zoom family and look forward to all that we will accomplish together!