After its failed attempt to purchase Five9 last year, Zoom is once again looking to bolster its nascent contact center software proposition. Video conferencing giant Zoom has announced it is acquiring Solvvy, a California-based startup which specializes in conversational AI and automation solutions for the contact center. Founded in 2013, Solvvy offers an AI-powered self-service customer support agent aimed at easing the load on customer support teams by dealing with simple requests before handing over to a human agent. Customers include technology companies like Calendly, Calm, Seat Geek, and Scribd. The financial terms of the acquisition have not been disclosed and the deal is expected to close in Q2 of Zoom’s fiscal year 2023, with Zoom incorporating Solvvy’s software and team into its contact center platform offering. This is not the first time Zoom has looked to buy companies operating in the customer experience space. Having announced its intention to move into the contact center space at Zoomtopia in 2021, the failed acquisition of cloud-contact center company Five9 a month later saw Zoom press pause on its plans. Then, in February 2022, Zoom launched its own “video-optimized” contact center platform. in a blog post, president of product and engineering at Zoom, Velchamy Sankarlingam, wrote that the acquisition of Solvvy will help Zoom give customers “automated, integrated, and easy-to-deploy” contact center software. “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,” he wrote. Related content news Apple updates its Platform Security Guide It's essential reading for IT admins, security researchers and anyone with an interest in Apple security, now updated for 2024. By Jonny Evans May 10, 2024 4 mins iOS Security Mac MacOS Security feature Q&A: Insurance exec says AI nearly perfect when processing tens of thousands of documents In the second phase of a genAI pilot program, Sedgwick found it could process documents up to 30 pages long and summarize them in minutes, allowing claims administrators to reduce resolution time. By Lucas Mearian May 10, 2024 11 mins Chatbots Financial Services Industry Generative AI tip An awesome Android audio upgrade Whether you're dealing with mumblings from meetings, noises from notifications, or music from commute-time streaming, you've never experienced sound on your phone like this. By JR Raphael May 10, 2024 9 mins Mobile Apps Android Mobile news Strict return-to-work policies may be driving tech workers away In-office mandates aren’t great for employee retention, according to a university study that gathered data from workers at Microsoft, Apple and SpaceX. By Jon Gold May 09, 2024 3 mins Remote Work Podcasts Videos Resources Events SUBSCRIBE TO OUR NEWSLETTER From our editors straight to your inbox Get started by entering your email address below. Please enter a valid email address Subscribe