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 into the remit of specialist CCaaS vendors, such as NICE, Genesys, and Talkdesk, instead of UCaaS providers that stretch into the space, like Zoom.
However, Eric Yuan, Founder and CEO of Zoom, credits the expanding "features, functionality, and integrations" of the Zoom Contact Center as central to the win.
During an earnings call, he stated:
We're adding more and more features very quickly, and I think we are doing very well. I have huge confidence in our product team.
Yuan also stated the deal demonstrates "the rapid progress we have made toward becoming a full-fledged contact center solution."
While he didn't share more details about the customer, Yuan noted that the solution is gaining particular traction with technical support desks – one year after its launch.
Perhaps this is no surprise, given Zoom’s reputation for high customer retention in its enterprise offerings. Yet, its close partnership with ServiceNow – another prominent CX player renowned for client loyalty - likely bolsters the stream of interest from this customer segment.
Through the partnership, strengthened in November, businesses may access the Zoom Contact Center within ServiceNow.
Moreover, the ServiceNow Employee Center sits inside the Zoom Contact Center desktop for improved agent experiences.
Meanwhile, teams can collaborate on ServiceNow tickets within Zoom Team Chat – enabling swarming capabilities.
By marrying together their extensive portfolios, both vendors sense the opportunity to move further into the CCaaS space. And their combined might is perhaps a factor in the Zoom Contact Center doubling its growth from Q3 to Q4.
Nonetheless, the ServiceNow collaboration is far from its only draw, with Yuan also referencing its Solvvy acquisition and other partnerships – including those with Verint, Zendesk, and CallMiner - as significant wins.
The Contact Center Becomes a Bigger Focus for Zoom
Despite its growth, the Zoom Contact Center only accounts for a small percentage of its revenue.
Yet, by 2025, Kelly Steckelberg, Chief Financial Officer at Zoom, expects this to change. She stated:
We expect [the Zoom Contact Center] to continue to contribute through all of this year but then really start to accelerate from a contribution perspective in FY '25.
Of course, such a ramp-up takes significant effort to achieve, as there is lots of complexity involved in large-scale CCaaS deployments – especially regarding voice architectures.
Moreover, the expertise of the people deploying large-scale contact center solutions is typically very different from those implementing Zoom for UCaaS.
Meanwhile, Zoom still has foundational elements to add to its platform, including digital channels, such as messaging apps and social media.