(Eagle News) — Have you ever been in a situation where you tried to use video conferencing software, only for it to not work properly? Maybe you couldn’t hear everyone else in the conference, or they couldn’t see your video. Then the frustration set in when you had no one to contact to help you fix your problem.

Well one video conferencing company hopes to provide a more personal response to your technical issues. Zoom Video Communications Inc. announced today via a blog post that they would be acquiring cloud-based customer-service software company Five9 Inc. in an all-stock deal valued at $14.7 billion. The deal looks to address one of the biggest issues with using video conferencing software: a lack of strong customer service support.

For many companies when setting up their customer service, it’s much more feasible to outsource their calls to technical support at remote call centers. Five9 helped to revolutionize the call center space by providing cloud-based easy to use customer support software that allows support agents to answer calls remotely and reduce the need for a centralized physical call center.

Zoom was one of the few success stories that came out of the pandemic, having nearly quadrupled its market value from January 2020. With lockdowns throughout the world beginning to wind down and companies moving to hybrid remote working, Zoom hopes that its acquisition of Five9 will provide the technical support they need as they look to expand their current video conferencing offerings to businesses and enterprise clients. Shares of Zoom were slightly down after the announcement, with shares of Five9 being up over 5% at market close.

(Eagle News Service)