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 how-to A new Windows 11 backup and recovery paradigm? If used properly, new features built into Windows 11 offer safe, nearly complete backup, restore, repair, and recovery operations without third-party tools — but there are some caveats worth knowing. By Ed Tittel Apr 29, 2024 17 mins Windows 11 Backup and Recovery Windows feature Q&A: Georgia Tech dean details why the school needed a new AI supercomputer Georgia Tech partnered with Nvidia to roll out its first supercomputer so students can experiment with AI and machine learning to better prepare for a job market where those skills are now critical to success. By Lucas Mearian Apr 29, 2024 12 mins CPUs and Processors Education Industry Generative AI feature Windows 11 Insider Previews: What’s in the latest build? Get the latest info on new preview builds of Windows 11 as they roll out to Windows Insiders. Now updated for Build 22635.3566 for the Beta Channel, released on April 26, 2024. By Preston Gralla Apr 26, 2024 251 mins Small and Medium Business Microsoft Windows 11 news Dropbox adds end-to-end encryption for team folders Dropbox this week unveiled a range of features, including security updates and key management, and the ability to co-edit Microsoft 365 documents from within the file-sharing app. By Matthew Finnegan Apr 26, 2024 3 mins Cloud Storage Collaboration Software Productivity Software 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