Eric Yuan
Customer experience voice
41 stories · newest first · 4 in 2026 · 3 in the last 90 days
The End of Per-Seat SaaS: How Microsoft, Salesforce, and Zoom Are Rewriting CX Economics
Microsoft, Salesforce, and Zoom earnings reveal a massive shift from per-seat SaaS to digital labor. Discover what AI seat compression means for enterprise CX.
Rob Wilkinson · 5 min read · 31 Aug 2026
Big CX News From Salesforce, Zoom, Meta and Google
The latest news and insights from the biggest vendors in the CX and customer service space, including Salesforce, Zoom, Meta, Google
Rob Wilkinson · 3 min read · 28 Aug 2026
Is the Standalone Contact Center Dead? Why Zoom’s Q2 Signals a Vendor Purge
Zoom’s Q2 results suggest CX buyers are rethinking standalone contact centers as AI, UCaaS, CCaaS, and employee experience converge.
Rob Wilkinson · 8 min read · 26 Aug 2026
Is Zoom the Most Interesting Company in CX Right Now? Zeus Kerravala Thinks So
ZK Research analyst Zeus Kerravala breaks down Zoom's shift from video meetings tool to AI-powered system of action — and what it means for CX
Rhys Fisher · 1 min read · 8 Jun 2026
Big CX News from ServiceNow, Zoom, Cisco & IKEA
From a rumored record-breaking ServiceNow acquisition to fresh security enhancements from Cisco, here are extracts from some of this week’s most popular news...
Rhys Fisher · 4 min read · 19 Dec 2025
Zoom Launches AI Companion 3.0, Expands its AI Strategy
Discover how Zoom Launches AI Companion 3.0, providing seamless support for your meetings and chats with innovative features.
Francesca Roche · 5 min read · 15 Dec 2025
Zoom Reveals AI Transformation Strategy in Latest Earnings Report
Zoom has announced its decision to double down on its AI-first vision across communications. The communications platform disclosed its Q3 earnings on Monday,...
Francesca Roche · 4 min read · 25 Nov 2025
Zoom Is Winning Contact Center Market Share Because Others Are Failing
Zoom’s earnings grew at their fastest rate in almost three years last quarter. Indeed, its Q2 revenues rose 4.7 percent year-over-year (YoY) to $1.217BN. A k...
Charlie Mitchell · 4 min read · 25 Aug 2025
The New Zoom Virtual Agent Is Here, and Now It’s Agentic
Zoom has launched the next generation of its Zoom Virtual Agent at Customer Contact Week 2025. The announcement introduces agentic AI to the solution. As suc...
Charlie Mitchell · 4 min read · 10 Jun 2025
Big CX News from Salesforce, Google, Microsoft & Zoom
As the financial year draws to a close, last week saw big earnings call announcements from Salesforce and Zoom, alongside some Copilot revelations from Micro...
Rhys Fisher · 4 min read · 3 Mar 2025
Zoom Secures Its Largest-Ever Contact Center Deal
Zoom achieved significant milestones in its contact center business last quarter. First, it secured its largest-ever CCaaS deal - in terms of annual recurrin...
Floyd March · 2 min read · 25 Feb 2025
Did DeepSeek Just Transform Enterprise AI? Zoom's CEO Shares His Perspective
DeepSeek’s AI app has shaken the AI sector to its core. Launched last week, the Chinese company’s open-source R1 model is a generative AI (GenAI) chatbot in ...
Rhys Fisher · 3 min read · 28 Jan 2025
Zoom Empowers Contact Center Agents with Dynamics Guides & Suggested Answers
Zoom has confirmed new AI-powered enhancements for its AI Expert Assist Expert Assist solution. In a nutshell, AI Expert Assist equips contact center agents ...
Rhys Fisher · 3 min read · 17 Jan 2025
10 CCaaS Providers to Watch Out for in 2025
Industry researchers often rank CCaaS providers as part of annual market evaluations. This is not one of those assessments. Alternatively, this article aims ...
Charlie Mitchell · 11 min read · 2 Jan 2025The Latest BIG News from Salesforce, Zoom, Twilio, & IBM
This week in CX has seen an integration expansion from Salesforce, a big CCaaS win for Zoom, a new AI release from Twilio, and an agentic AI announcement fro...
Rhys Fisher · 4 min read · 29 Nov 2024
Zoom Lands Its “Largest Ever” CCaaS Deal, Enjoys 82% Surge In Contact Center Customers
Zoom Communications has signed a 20,000+ seat contact center megadeal with Agencia Tributaria, Spain's National Revenue Service. The move represents its “lar...
Charlie Mitchell · 3 min read · 26 Nov 2024Big CX News from NICE, Five9, Zoom & Webex
It's been another busy week in the CX space. The NICE CEO has had his say on Microsoft's CCaaS offering, there's been layoffs and resignations at Five9 and W...
Rhys Fisher · 4 min read · 23 Aug 2024
Zoom Signs Its Largest-Ever Contact Center Deal, Surpasses 1,100 CCaaS Customers
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 CC...
Charlie Mitchell · 3 min read · 22 Aug 2024
Japanese Bank SMBC Trialing Customer Service Digital Avatars in Contact Centers
The Sumitomo Mitsui Banking Corporation (SMBC) has confirmed that it has begun experimenting with AI powered customer service avatars in its corporate call c...
Rhys Fisher · 3 min read · 24 Jul 2024
Look Who’s Talking! Character.AI Launches Two-Way Avatar Conversation Feature
Character.AI users are now able to talk with digital avatars over calls ... and the avatars will talk back. Described by the company as “like having a phone ...
Rhys Fisher · 4 min read · 3 Jul 2024Big CX News from AWS, Zoom, Salesforce & SugarCRM
This week in CX has seen the launch of an "AI Contact Center", CCaaS success from Zoom, data-harnessing from Salesforce, and a significant acquisition in the...
Rhys Fisher · 4 min read · 24 May 2024
Zoom Enjoys a Surge In CCaaS Sales, Credits New Bundling Strategy
Zoom continued its CCaaS momentum last quarter, enjoying a surge of six-figure contract wins. Indeed, the tech giant secured 90 deals surpassing $100,000 in ...
Charlie Mitchell · 3 min read · 21 May 2024
The Latest BIG News from Salesforce, Alorica, Playvox, & Zoom
From copilots and automation to Zoom's CCaaS boom, here are some extracts from our most popular news stories over the last seven days. Salesforce Launches Ei...
Rhys Fisher · 4 min read · 1 Mar 2024
Zoom Contact Center Licenses Triple as Its CCaaS Business Surges
Zoom experienced a CCaaS boom last quarter, with contact center licenses growing by 300 percent. Sharing the news during an earnings call, Kelly Steckelberg,...
Charlie Mitchell · 3 min read · 27 Feb 2024
Zoom Partners with PCI Pal
Zoom has partnered with PCI Pal to bring secure payments to the Zoom Contact Center. PCI Pal Agent Assist and Digital Payments will soon be available for pur...
Tom Wright · 3 min read · 24 Nov 2023
Zoom Reaches 700 CCaaS Customers, Virtual Agent Growth Soars
Zoom added 200 customers to its contact center install base last quarter as its CCaaS business ramps up. In total, the enterprise communications stalwart has...
Charlie Mitchell · 5 min read · 21 Nov 2023
Zoom Already Has Hundreds of Contact Center Customers, and It’s Just Getting Started
Last February, Zoom launched its CCaaS platform: The Zoom Contact Center. Since, it has made acquisitions, developed many partnerships, and expanded beyond N...
Charlie Mitchell · 4 min read · 27 Jun 2023
Big CX News from Zoom, Sprinklr, AWS, & Qualtrics
From more generative AI innovations to nifty speech analytics-powered solutions, here are some extracts from our most popular news stories over the last seve...
Charlie Mitchell · 5 min read · 29 May 2023
Say Hello to Claude, The Zoom Contact Center’s New AI Assistant
Zoom has announced it will embed a new AI Assistant – named "Claude" – into its CCaaS platform. The move stems from the vendor’s new partnership with Anthrop...
Charlie Mitchell · 4 min read · 23 May 2023
Zoom Repurposes Its Contact Center for Use in the MLB
Major League Baseball (MLB) will utilize the Zoom Contact Center to support games and broadcasts. In doing so, it will aid communications between umpires, le...
James Stephen · 3 min read · 17 Mar 2023
Zoom Lands a 2,000-Seat Contact Center Deal
Zoom will deploy its CCaaS solution across a 2,000-seat service operation in its "largest" contact center deal to date. Ordinarily, deals of this size fall i...
Charlie Mitchell · 4 min read · 28 Feb 2023Big CX News from Google, Avaya, and Microsoft
From accusations of "massive fraud" to providing competition for ChatGPT, here are some extracts from our most popular news stories over the last seven days....
Ryan Smith · 5 min read · 10 Feb 2023
Zoom to Lay Off 15 Percent of Staff, Amidst Enterprise Growth
In an official company blog post this Tuesday, Zoom CEO Eric Yuan explained how his firm would lay off roughly 15 percent of its employees. The lay-offs acco...
Rory Greener · 3 min read · 8 Feb 2023
Zoom Continues Its Enterprise Growth
Zoom’s most recent earnings call painted a familiar picture: strong enterprise growth masked by the decline in its consumer business. Indeed, its seven perce...
Charlie Mitchell · 3 min read · 23 Nov 2022
Is the Second Coming of the “Zoom Boom” Brewing?
Many have written pessimistic headlines regarding Zoom’s tepid revenue rises, with its latest earnings revealing a seven percent YoY growth. The figure is sm...
Charlie Mitchell · 4 min read · 7 Oct 2022
Zoom Contact Center Sales ‘Exceed Expectations’
Zoom Contact Center has achieved sales results executives had not expected "for another 18 to 24 months," Kelly Steckelberg, Zoom’s CFO , said during the com...
Zac Wang · 2 min read · 23 Aug 2022BIG CX NEWS from Zoom, SAP, and WhatsApp
Popular stories from this week that you may have missed Zoom Teases Its Contact Center AI Roadmap The Zoom Contact Center will soon undergo a rapid renovatio...
Sandra Radlovački · 2 min read · 27 May 2022
Zoom Teases Its Contact Center AI Roadmap
The Zoom Contact Center will soon undergo a rapid renovation as the vendor continues to innovate with AI. New AI capabilities will stem from in-house innovat...
Charlie Mitchell · 2 min read · 24 May 2022
Combining UCaaS and CCaaS: Zoom Senses an Opportunity
During their Q4 earnings call, the Zoom c-suite were excited to discuss the recent launch of its new omnichannel Zoom Contact Center Solution . In particular...
Charlie Mitchell · 2 min read · 9 Mar 2022
Zoom & Genesys Partner to Enhance Collaboration Experiences
Genesys, the cloud contact center leader is the first to integrate with both Zoom Phone and Zoom Meetings
Moshe Beauford · 3 min read · 28 May 2020
Talkdesk and Zoom Create Customer-Centric Contact Centres
Talkdesk, one of the leading cloud contact centre solutions for innovative enterprises, recently launched a new integration with Zoom, the innovators in clou...
Rebekah Carter · 2 min read · 6 Nov 2019