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 annual recurring revenue (ARR). That represents 246 percent year-over-year (YoY) growth in the metric.
Kelly Steckelberg, CFO at Zoom, credited the recently launched CCaaS packages as a significant driver. These bundles aim to help organizations spread CCaaS across the business at a more affordable rate.
Such a proposition has likely resonated with Zoom’s existing UCaaS base.
Nevertheless, Eric Yuan, Founder & CEO of Zoom, also noted that much of the new business comes from net new customers, with CCaaS becoming an enterprise door opener.
That has taken many by surprise, even Yuan himself. As the CEO stated during an earnings call: "When we started… we thought most of the deals would be with the existing Meeting and Phone customers. However, that’s not right.
Often, they are not Meeting or Phone customers. [Instead,] they are becoming "first" Zoom customers, deploying the Zoom Contact Center.
In addition, Yuan credited Zoom’s investment in channel partnerships and fast-paced innovation across the CCaaS platform.
Last quarter, that innovation cycle continued to hum with the launch of "all key" social channels, advanced data encryption, and a next-gen dialer - alongside a raft of agent- and supervisor-assist tools at Enterprise Connect.
Meanwhile, as Zoom fine-tunes its core capabilities, it strives to push the boundaries of contact center and AI innovation, as the vendor's upcoming webinar with CX Today will highlight.
Having achieved this balance, Zoom is mixing it with the best in the CCaaS business. Yuan confirmed:
As a result of how far the product has come, we have seen strong growth in the number of deals where we have beat or displaced a Gartner top four CCaaS player.
The CEO then shared examples, including a Silicon Valley-based cloud software company that deployed a "top three" CCaaS solution before switching to Zoom.