Zoom has secured its “largest-ever” deal for a new contact center customer.
The unnamed company chose the enterprise communications giant’s top-tier Elite CCaaS package coupled with Zoom Phone.
According to Eric Yuan, CEO of Zoom, it did so after evaluating multiple contact center offerings, with a particular focus on architecture, roadmap, and AI.
The company then landed on Zoom, citing its brand recognition and customer-focused innovation.
“Ultimately, it boils down to the trust,” said Yuan during an earnings call.
They know we can innovate. We innovate faster. We can innovate together. And, given all the features that we promised before, we did deliver.
Alongside the megadeal, Zoom revealed that it has surpassed 1,100 Zoom Contact Center customers.
Zoom added 117 “large deals” that included CCaaS in Q2 to reach that number. That’s up from 90 in the previous quarter.
Many of those deals came from displacing existing CCaaS providers. Indeed, in its top ten contact center wins, Zoom replaced four rival cloud offerings with the other six on-prem migrations.
Those shifts between CCaaS platforms aren’t uncommon and perhaps underline the current dissatisfaction within the market. They may also highlight an increasing opportunity for new-wave, cloud-native platforms like Zoom.
Yuan believes Zoom can further seize that opportunity with its “competitive” pricing tiers, a feature set that includes WEM, and rapid speed of innovation.
The CEO also signaled an opportunity to build on its broader B2B relationships, with Zoom flaunting a total install base of 191,000+ enterprise customers.
Currently, many of the 1,100 contact center customers are new to Zoom. That leaves significant room for expansion with the Zoom Contact Center, Phone, Workspace, etc.
As such, Yuan aims to double down on the value of the broader Zoom platform and endorse a “better together” strategy.
In doing so, Zoom can go further not only to land customers but also to expand on them.
With a burgeoning contact center base and pricing tiers, Kelly Steckelberg, CFO of Zoom, believes the company is starting to execute on this opportunity.
When I look at the Q2 [CCaaS] deals, the majority of them were purchasing in one of the top two tiers, so all of that is contributing to what I would say is not only expansion in terms of seat count but expansion in terms of value being derived from the product.
With Zoom’s CCaaS momentum, the company’s enterprise business is up four percent year-over-year (YoY).
Yet, its overall revenues only increased by two percent YoY to $1.163BN, as its consumer business steadily declines from its pandemic heights.
Nevertheless, Zoom did manage to raise its top line and profitability outlook for the year, with the company anticipating annual revenue to fall in the range of $4.63 and $4.64BN.
Before sharing that positive news, Steckelberg announced that she will step down from her role as CFO after the vendor’s Q3 earnings announcement.
Summarizing her successful seven-year stint at Zoom, Steckelberg proclaimed:
Zoom has not only made work more productive, but we have transformed the everyday lives of people globally.
Find out more about how Zoom plans to further transform the everyday lives of contact center agents globally by registering for CX Today’s upcoming webinar: The Contact Center Evolution
