Zoom has secured its largest-ever contact center deal, underscoring its growing market presence and strong customer appeal. The unnamed company chose Zoom’s top-tier CCaaS package, citing its architecture, roadmap, and AI capabilities.
Zoom has secured its “largest-ever” deal for a new contact center customer. The unnamed company chose the enterprise communications giant’s top-tier Elite CCaaS package and Zoom Phone.
According to Eric Yuan, CEO of Zoom, it did so after evaluating multiple contact center offerings, with a particular focus on architecture, roadmap, and AI.
The company then landed on Zoom, citing its brand recognition and customer-focused innovation.
“Ultimately, it boils down to the trust,” said Yuan during an earnings call. They know we can innovate. We innovate faster. We can innovate together. And, given all the features we promised before, we did deliver.
Alongside the megadeal, Zoom has surpassed 1,100 Zoom Contact Center customers. In Q2, Zoom added 117 “large deals” that included CCaaS, up from 90 in the previous quarter.
Many of those deals involved displacing existing CCaaS providers. Indeed, in its top ten contact center wins, Zoom replaced four rival cloud offerings with six on-prem migrations.
Those shifts between CCaaS platforms aren’t uncommon and perhaps underline the current dissatisfaction within the market. They may also highlight an increasing opportunity for new-wave, cloud-native platforms like Zoom.
Also Read: How to Choose the Right CCaaS Solution for Your Business
Yuan believes Zoom can further seize that opportunity with its “competitive” pricing tiers, a feature set that includes WEM, and rapid innovation speed. The CEO also signaled an opportunity to build on its broader B2B relationships, with Zoom flaunting a total install base of 191,000+ enterprise customers.
Currently, many of the 1,100 contact center customers are new to Zoom. That leaves significant room for expansion with the Zoom Contact Center, Phone, Workspace, etc. As such, Yuan aims to emphasize the value of the broader Zoom platform and endorse a “better together” strategy.
In doing so, Zoom can go further to land customers and expand on them. With a burgeoning contact center base and pricing tiers, Kelly Steckelberg, Zoom’s CFO, believes the company is starting to execute this opportunity.
When I look at the Q2 [CCaaS] deals, the majority of them were purchased in one of the top two tiers, so all of that contributes to what I would say is an expansion not only in terms of seat count but also in terms of value derived from the product.
With Zoom’s CCaaS momentum, the company’s enterprise business is up four percent year-over-year (YoY). Yet, its overall revenues only increased by two percent YoY to $1.163BN, as its consumer business steadily declined from its pandemic heights.
Nevertheless, Zoom did manage to raise its top line and profitability outlook for the year, with the company anticipating annual revenue to fall between $4.63 and $4.64BN. Before sharing that positive news, Steckelberg announced that she would step down from her role as CFO after the vendor’s Q3 earnings announcement.
Summarizing her successful seven-year stint at Zoom, Steckelberg proclaimed that Zoom has made work more productive and transformed people’s everyday lives globally.
Also Read: 10 Challenges When Adopting a CCaaS (+Solutions)
Learn how Zoom plans to transform contact center agents’ everyday lives globally by registering for CX Today’s upcoming webinar: The Contact Center Evolution.
