Zoom has closed the “biggest deal ever” for a new contact center customer.
The unnamed company opted for the enterprise communications giant’s top-of-the-line Elite CCaaS package in conjunction with Zoom Phone.
Accordingly Eric Yuan, CEO of ZoomThis was done after evaluating several contact center offerings, with a particular focus on architecture, roadmap and AI.
The company then chose Zoom, citing its brand recognition and customer-focused innovation.
“Ultimately, it comes down to trust,” Yuan said during a conference call on quarterly results.
They know we innovate. We innovate faster. We innovate together. And given all the features we promised, we delivered.
In addition to the mega deal, Zoom announced that it has over 1,100 Zoom Contact Center customers.
Zoom closed 117 “large deals” involving CCaaS in the second quarter to reach that number, up from 90 in the previous quarter.
Many of these deals came about by displacing existing CCaaS providers. In fact, of its top 10 most successful contact center offerings, Zoom replaced four competing cloud offerings with the other six on-premise migrations.
These shifts between CCaaS platforms are not uncommon and may underscore current discontent in the market. They may also highlight an increasing opportunity for new, cloud-native platforms like Zoom.
Yuan believes Zoom can further capitalize on this opportunity with its “competitive” pricing tiers, feature set that includes WEM, and high speed of innovation.
The CEO also pointed to the opportunity to expand the company’s broader B2B relationships. Zoom boasts a total installed base of more than 191,000 enterprise customers.
Currently, many of the 1,100 contact center customers are new to Zoom, leaving plenty of room for expansion with Zoom Contact Center, Phone, Workspace, etc.
Therefore, Yuan wants to double down on the value of the broader Zoom platform and support a “better together” strategy.
In this way, Zoom can not only acquire more customers but also expand its relationships with them.
With a growing number of contact centers and different price levels Kelly Steckelberg, CFO of Zoombelieves the company is beginning to capitalize on this opportunity.
When I look at the (CCaaS) deals in Q2, the majority of them were purchases in one of the top two tiers. So all of that, I think, not only adds to an expansion in terms of the number of seats, but also an expansion in terms of the value that’s being derived from the product.
Thanks to the momentum of CCaaS at Zoom, enterprise business grew four percent year over year.
Still, the company’s total revenue rose only 2 percent year-over-year to $1.163 billion as its consumer business has steadily declined since its pandemic-related highs.
Nevertheless, Zoom managed to improve its revenue and profitability outlook for the year. The company expects annual revenue in the range of $4.63 billion to $4.64 billion.
Before announcing this positive news, Steckelberg announced that she would step down from her position as CFO following the announcement of the provider’s Q3 results.
Steckelberg summed up her successful seven-year tenure at Zoom as follows:
Zoom has not only made work more productive, but has also changed the everyday lives of people around the world.
Learn more about how Zoom plans to further transform the lives of contact center agents around the world by registering for CX Today’s upcoming webinar: The Evolution of the Contact Center.
