Zoom achieved significant milestones in its contact center business last quarter.
First, it secured its largest-ever CCaaS deal – in terms of annual recurring revenue – with a Fortune 100 US tech company.
The mega-contract will see the tech company move over 15,000 agents to the Zoom contact center.
While Zoom didn’t share much more, it also shared that the number of contact center customers with over $100,000 in ARR grew over 100 percent year-over-year (YoY) with wins both displacing on-prem and leading CCaaS vendors.
As Eric Yuan, Founder and CEO of Zoom, confirmed during an earnings call, this growth was partially driven by its CCaaS packaging strategy, which allows customers to scale up their CCaaS operations. He continued:
Our AI-first approach is resonating strongly. Most of our deals are now in the higher-tier Elite or Premium packages, validating the power and customer appeal of our comprehensive AI and workforce engagement capabilities.
Overall, the success of the Zoom Contact Center continues, with the company gaining momentum throughout 2024.
Just last quarter, Zoom signed what was then its largest-ever deal with Agencia Tributaria, Spain’s National Revenue Service, which moved 20,000 agents to the Zoom Contact Center.
However, this latest deal has surpassed that in its ARR.
AI Progress Linked With Positive Q4
Alongside its package strategy, Zoom has attributed its strides to AI initiatives. Sharing a statistic, the company reported a 68 percent quarter-over-quarter increase in the number of monthly active users of its AI Companion.
They plan to monetize their AI solutions by launching Custom AI Companion add-ons in April 2025. These add-ons will automate office duties and integrate with other technologies.
Zoom’s AI Companion is now enabled on over 1.2 million accounts, highlighting its widespread adoption.
The AI Companion has been a significant driving force behind Zoom’s transformation into an AI-first company.
It enhances productivity by providing meeting summaries, identifying action items, and synthesizing information from various sources.
Yuan touched on the specifics involved in AI Companion 2.0, including advanced agentic capabilities, memory, reasoning, orchestration, and “seamless integration” with Microsoft and Google services.
In April 2025, the vendor is set to launch a custom AI Companion add-on to automate workplace tasks through custom agents. This will personalize AI to fit customer needs, connect with their existing data, and work seamlessly with their third-party tools.
Yuan also mentioned plans for a new healthcare-specific model:
We are also enhancing Zoom Workplace for Clinicians with an upgraded AI Companion that will enable clinical note-taking capabilities and specialized medical features for healthcare providers starting in March.
Other Earnings Call Highlights
Zoom recorded revenue growth of approximately three percent in the last quarter.
Much of this came from the enterprise, with Zoom recording fourth-quarter enterprise revenue of $706.8 million, up 5.9 percent year-over-year (YoY).
Meanwhile, its consumer business continues to decelerate from its pandemic highs.
Zoom repurchased approximately 4.3 million shares of common stock in Q4 and approximately 15.9 million shares of common stock during the full fiscal year.
