Dive Brief:
- Zoom grew the number of customers of its contact center solution to over 1,100 in Q2 2025, representing more than 100% year-over-year growth, executives said during an earnings call Wednesday.
- The company plans to continue building out AI tools for its contact center solution. In June, it introduced an AI assistant that automatically translates messages and suggests next best actions for agents.
- The integration of Zoom Contact Center with the rest of Zoom’s software suite, including workforce management and quality assurance tools, is an important part of the solution’s value proposition, according to founder and CEO Eric Yuan. “That's the reason why we're gaining momentum,” he said on the call.
Dive Insight:
Zoom’s call center solution has expanded rapidly since it launched in 2022, but the company still has work to do before it becomes a major customer service vendor.
Executives declined to share contact center solution sales, but Kelly Steckelberg, the outgoing CFO of Zoom, confirmed it makes up less than 10% of the company’s overall revenue. The offering remains a small part of Zoom’s overall business despite its rapid growth.
However, Zoom has the potential to grow into a top contact center as a service contender, and the company’s existing strength in communication software makes customer service a natural extension, according to Thomas Randall, advisory director at Info-Tech Research Group.
Competitors won’t give up their market share without a fight. Larger rivals in the CCaaS space like Five9, Genesys Cloud CX and Avaya Experience Platform have a significant head start on several service fronts, according to Yaz Palanichamy, senior research analyst at Info-Tech Research Group.
“This foothold includes more comprehensive and uniquely tailored CCaaS vendor feature capabilities, such as multi-channel intake integration, a robust contact center analytics engine, and call scripting and call flow management,” Palanichamy told CX Dive in an email.
Zoom’s advantage comes from the ease of use for API connections and implementation, according to Randall. This helps customer service teams maintain data visibility for customers across different software platforms.
Zoom can maintain its CCaaS growth if it continues signing enterprise-level deals with large companies, Randall said. These companies tend to have multiple contact centers with thousands of agents and customers, making scalability and flexibility key.
“If Zoom Contact Center maintains its ease of implementation and use, I see Zoom taking a top three spot for market capitalization in the CCaaS space,” Randall told CX Dive in an email.
