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.”
He also commended Zoom for providing customers with greater flexibility and choices, as, although AWS is Zoom’s primary cloud provider, it is not always the best fit for customers.
However, while Kerravala may have viewed the Zoom CX to OCI news as fairly run of the mill, he believes that Oracle’s decision to deploy Zoom CX into its own customer service organization could have a sizable impact.
“This will help debunk the myth that Zoom CX isn’t for large enterprises,” he said.
Oracle customers will benefit as they should see a marked improvement in agent capabilities, speed of problem resolution, and overall quality.
“Customer feedback on Oracle’s customer service is mixed, and the use of Zoom CX will move the line up.”
More Partnership Details
As well as the availability of Zoom CX in OCI and the CCaaS deal, the two firms also outlined the following customer benefits brought about by the partnership:
- Seamless Omnichannel Engagement: Zoom Contact Center integrates voice, chat, email, SMS, social, messaging, and video channels, connecting customer interactions directly with sales, service, and support workflows.
- Unified Customer Insights: Agents gain a complete, real-time view of each customer by combining Zoom’s communication platform with Oracle’s unified data model, enabling smarter, faster resolutions.
- Boosted Workforce Efficiency: The integration removes manual data entry and system silos, allowing employees to focus on meaningful customer engagement instead of administrative tasks.
- Tailored Industry Solutions: The joint offering enhances service delivery for sectors like healthcare, financial services, retail, and hospitality, leveraging Oracle’s deep industry expertise.
- Global Trust and Security: Organizations can deliver secure, consistent, and high-quality customer experiences worldwide with enterprise-grade security and compliance.
Overall, however, the move is especially significant as many enterprises have invested in Oracle’s cloud infrastructure and cloud applications, including CRM.
As these enterprises continue to advance their customer experiences and move their contact centers into the cloud, Zoom – which recently made its first appearance in the Gartner Magic Quadrant for CCaaS – is now an attractive option.
