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Zoom Insights into Intelligent Customer Service wi (14th May 22 at 5:30am UTC)
Zoom turned to the fence last summer when its stock value skyrocketed, offering nearly $15 billion to buy Five9 into customer service. The deal eventually fell apart when the stock price crashed. But Zoom's desire to reach out to customer service, one way or another, hasn't diminished.

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at the beginning of this year The company has announced a new customer service solution. It will take advantage of Zoom's existing capabilities, as the company wrote in a blog post announcing the new service: By merging existing functionality. Today, the company announced plans to expand that with the acquisition of Solvvy, a 9-year-old startup focused on conversational AI.With Solvvy, companies will gain greater automation and intelligence, and the ability to clear routine questions without having to talk to a person. Velchamy Sankarlingam, President of Zoom's Product and Engineering, recognizes that this

acquisition has given the company the functionality. important for competition in this area Solvvy's proprietary technology extends Zoom Contact Center's offerings with self-service AI and scalable conversations. Our customers benefit from an automated, integrated, and easy-to-deploy contact center. This will help answer end customer questions and resolve issues faster – improving the overall customer experience and driving operational savings,” Sankarlingam wrote in a blog post. announcing an agreement

Brent Leary, principal analyst and founder of CRM Essentials, which oversees the customer service space, said this could be a more practical deal than the deal with Five9.I really think this would be a better fit with Zoom than Five9. The combination of AI conversations and Zoom's communication platform looks like a good combination to strengthen both parties. And it could potentially create a better experience for both customers and employees who interact with each other,” he told TechCrunch.

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