From Zoom's push to position itself as a revenue engine to a major Sprinklr acquisition, here are extracts from some of this week’s most popular news stories.
Zoom Is Turning CX Into A Revenue Engine, Should Legacy CCaaS Be Worried
Zoom’s Q1 FY2027 earnings call made one thing uncomfortably clear for CX leaders: if you still think Zoom is ‘just UC, you are already behind. The company is using ZCX and paid AI to pry open enterprise contact center accounts, and it is openly talking about monetizing AI on outcomes, not seats.
Reporting Q1 revenue of $1.24 billion, up 5.5% year over year, while enterprise revenue rose 7.2% and represented 61% of total revenue. Zoom also pointed to rising adoption of AI Companion, with paid monthly active users up 184% year over year, as it expands monetization across its platform.
Zoom also framed ZCX as a modern, AI-first replacement for legacy contact center stacks. Highlighting that eight of its top 10 ZCX deals were displacing incumbent vendors, a notable claim in a category where switching costs are high and migrations are often delayed by integration, compliance, and QA requirements.
Zoom added that paid AI was present in nine of the top 10 ZCX deals, alongside high double-digit growth for ZCX overall. That matters for CX leaders because it suggests AI is moving from pilot budgets into line-item funding, and it is being evaluated as a performance lever tied to operations, not as a novelty feature.
Eric S. Yuan, Founder & CEO at Zoom, emphasized:
“Q1 revenue grew 5.5%, exceeding the high end of our guidance and among our best growth rates in recent years.”
Read the full article to find out more.
Salesforce’s AI Agents Are Now Outworking Its Human Support Teams
Agentforce has surpassed $1 billion in annual recurring revenue as adoption of the company’s agentic AI platform continues to accelerate across enterprise customers.
Since going live on help.salesforce.com and its 1-800-NO-SOFTWARE support line 15 months ago, Agentforce has autonomously handled 4 million customer inquiries, double the volume of human agents.
In discussing the results on the call, Salesforce CEO Marc Benioff was full of praise for the solution:
“Every customer can turn this on now. Many customers are seeing incredible results with Agentforce Service.”
And Agentforce isn’t just delivering internally
Florida Prepaid, a college savings plan provider managing more than 200,000 accounts, is using Agentforce Voice to handle 75% of business-hour calls autonomously and 100% of after-hours calls (Read more...).
