Zoom has confirmed that its contact center solution will be used to support Oracle’s customer service operations.
The 15,000-seat CCaaS megadeal will bring Zoom CX to Oracle’s global service agents.
Zoom first teased the deal back in February, reporting that the company had landed its largest-ever contact center deal, but has now confirmed that the unnamed Fortune 100 company mentioned at the time is Oracle.
The announcement is part of an expanded partnership between the two tech firms, which will see Zoom CX now available on Oracle Cloud Infrastructure (OCI).
The vendors believe that the collaboration between their solutions will allow enterprises to enhance customer engagement, boost workforce productivity, and advance business outcomes.
In discussing the availability of Zoom Contact Center on OCI, Chris Morrissey, General Manager of Zoom CX, claimed that the companies were "empowering organizations to unify customer interactions, employee workflows, and data into a single intelligent system.
The outcome is faster resolutions, stronger relationships, and measurable value at scale.
Christine Sarros, Senior Vice President of Enterprise Engineering at Oracle, also commented on the expanded partnership, stating that the combination of OCI and Zoom’s communications platform will "give enterprises a foundation for AI-driven engagement."
Unsurprisingly, the companies are very enthusiastic about the potential of the expanded partnership, but how will it look in practice?
In an exclusive conversation with CX Today, Zeus Kerravala, Principal Analyst at ZK Research, provided some insights on what customers can expect.
When quizzed on the news that Zoom CX can now run on OCI, Kerravala confessed that it came as no surprise.
He detailed how Zoom Meetings has been running on OCI for the better part of 5 years, describing the move to run Zoom CX on OCI as a "logical extension to that partnership."