Zoom Communications has signed a 20,000+ seat contact center megadeal with Agencia Tributaria, Spain’s National Revenue Service.
The move represents its “largest ever” CCaaS deal, surpassing another massive win the company penned last quarter.
According to Eric Yuan, Founder & CEO of Zoom, the deal demonstrates Zoom’s ability to compete at the high end of the market, expand further into EMEA, and win with the channel.
It also represents Zoom’s ability to expand on existing customer relationships, with Agencia Tributaria previously deploying 30,000+ Zoom Phone seats.
Sharing more on Zoom’s relationship with the National Revenue Service, Yuan said:
After Zoom Phone rapidly delivered value at scale to enhance efficiency and service quality during a demanding tax season in 2022, they moved to consider our total experience solutions to further elevate their taxpayer services.
“This resulted in an incredible record-setting Zoom Contact Center deal with over 20,000 seats, in conjunction with Zoom Workplace, delivering a complete Zoom experience for both employees and taxpayers,” he continued. “They really trust Zoom.”
Alongside the feature set, Yuan noted Zoom’s scalability, workforce engagement management (WEM) suite, and FedRAMP certifications as critical deal winners.
Also, the CEO highlighted the common infrastructure that its apps share as a significant differentiator, enabling the democratization of AI across and beyond the contact center.
By bringing all this together, Zoom secured 100+ new Contact Center customers in Q3.
Altogether, its total CCaaS install base stands at 1,250, up 82 percent year-over-year (YoY).
As this base swells, Zoom continues to credit the Contact Center – alongside Workvivo – as an essential growth driver, helping its enterprise revenues lift six percent YoY.
Meanwhile, total revenue rose by four percent to $1.178BN, with its consumer business gradually declining since its pandemic heights.
However, the enterprise communications stalwart did note that Zoom recorded its “lowest ever reported churn rate” in Q3.
If that trend holds firm and Zoom’s enterprise business continues to rise, expect its total revenue growth to lift in 2025.
Aiming to seize that opportunity, Zoom has also announced a rebrand…
Zoom Communications Drops “Video” from Its Name
Zoom Video Communications now goes by the name Zoom Communications.
In dropping “video” from its name, the company strives to more accurately reflect the solutions within its current portfolio.
Despite pledging to maintain its focus on “helping people around the world connect”, the brand emphasizes how its tech stack has expanded.
“While that is still a priority, Zoom is now about so much more than video meetings,” stressed Yuan in a blog post. “We are an AI-first company delivering modern, hybrid work solutions that enable you to collaborate seamlessly.”
Each solution appears in the following graphic, as shared at Zoomtopia 2024.
In delivering a more complete enterprise communications platform, Zoom underscores its drive to integrate employee and customer experiences.
As it dives deeper into CX, it will have plenty of competition. Indeed, its more conventional UCaaS rivals are increasingly leading with CCaaS and banging the customer experience drum.
Cisco Webex is one example, while 8×8 completed a similar rebrand just last week.
Yet, Zoom can gain confidence from its significant footprint across many global brands, reputation for high customer loyalty, and steep innovation curve.
