Zoom Reveals Contact Center Customer Numbers

The announcement came out of Zoom’s Q2 2024 financial earnings call

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Published: August 22, 2023

James Stephen

Zoom has revealed that the Zoom Contact Center has hit over 500 customers in the past six quarters.

The rate of onboarding new contact centre customers builds upon its promising start of 350 customers in one year.

It is expecting Zoom Contact Center to drive significant growth by becoming a full contact centre suite, through the additions of workforce management, virtual agent, quality management, and more.

The company’s Q2 2024 earnings call also divulged that it has been rolling out roughly 90 new features and enhancements per quarter.

Eric S. Yuan, Zoom Founder, and CEO, reflected on the past quarter: “Our mission of delivering limitless human connection remains core as we continue to innovate and expand our platform to help bring value and enhanced productivity to our customers with new AI features like Zoom IQ Meeting Summary and Team Chat Compose, as well as Intelligent Director.

“I’m also proud of the team for reinventing modern customer experiences with Zoom Virtual Agent and Zoom Contact Center, which surpassed 500 customers in Q2.”

Many of the customers that were initially meetings customers are either moving to Zoom One, adding Zoom Phone, or considering Zoom Contact Center.

Conversely, Zoom Contact Center is anticipated to increase adoption for other Zoom products and services, creating “more and more synergies”, according to Zoom’s Chief Financial Officer, Kelly Steckelberg.

Steckelberg believes the contact centre’s cost per seat of $70 is “highly disruptive” compared to others in the market.

Yuan pointed out that its Contact Center has also been built with “organic AI features”, including the AI Assistant, Claude, and artificial intelligence is going to “play a big role” in the future of the Zoom Contact Cente

Q2 2024 Results

Zoom has beaten its top-line and profitability guidance for Q2, with Zoom Phone reaching around half a billion dollars in annualised run rate revenue.

Total revenue for the company’s second quarter grew 4 percent year over year to $1.139 billion, which is approximately $24 million above the high end of its guidance.

As a percentage of total revenue, research and development expenses increased to 9.1 percent from 8.9 percent in Q2 of last year, reflecting Zoom’s product portfolio investments in Zoom Contact Center, AI, and more.

Latest Innovations

Over the past quarter, Zoom introduced new features and innovations, including Zoom Scheduler, which makes it easier to schedule meetings with people outside your organization.

It also added Intelligent Director, which uses AI and cameras to offer the best image of participants in a conference room.

In early July, Zoom launched Workforce Management to help customers streamline customer communications, manage agent needs, and transform their customer experience from a single, unified platform. Yuan said it is looking forward to adding further products to this suite to improve customer experiences and increase revenue streams.

There were also new offerings launched like Zoom Clips, which provides asynchronous video conversations.

Zoom also recently stated that it will not use customer content to train its AI models or third-party AI models, which Yuan says he is “proud of”.

Looking to the Future

For the full year, Zoom expects its non-GAAP gross margin to be approximately 79.7 percent.

For Q3, it believes revenue will be in the range of $1.115 billion to $1.12 billion, which represents roughly one percent year-over-year growth.

It is also raising its top-line and profitability outlook for the full financial year of 2024. It now expects revenue to be in the range of $4.485 billion to $4.495 billion, reflecting around two percent year-over-year growth.

Zoomtopia, one of the top contact centre events of 2023, will be held in Q3 this year, which Zoom believes will drive marketing investments.

The event will be in-person in San Jose on October 3rd and 4th, as well as online via Zoom Events, and it will showcase the company’s expanded platform, innovations, and customer testimonials.



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