According to its latest earnings calling, Zoom achieved significant milestones in its contact center business.
They secured their largest-ever deal with a Fortune 100 US tech company, showcasing their ability to win large enterprise customers.
Additionally, Zoom’s contact center saw a substantial increase in customers, surpassing 1,100 CCaaS customers.
This growth was driven by its CCaaS package, which includes advanced AI capabilities such as its AI companion.
Eric Yuan, Founder and Chief Executive Officer at Zoom, explained that the number of contact center customers with over $100,000 in ARR grew over 100% year over year, with wins both “displacing on-prem and leading CCaaS vendors.”
Our AI-first approach is resonating strongly. Most of our deals are now in the higher-tier Elite or Premium packages, validating the power and customer appeal of our comprehensive AI and workforce engagement capabilities.
Indeed, this builds off the back of other contact center wins for Zoom.
Late 2024 saw Zoom Communications sign a 20,000+ seat contact center megadeal with Agencia Tributaria, Spain’s National Revenue Service. The move represented its “largest ever” CCaaS deal.
AI Progress Linked With Positive Q4
Zoom has attributed these strides to AI initiatives. The company reported a 68 percent quarter-over-quarter increase in the number of monthly active users of its AI Companion.
They plan to monetize their AI solutions by launching Custom AI Companion add-ons in April 2025. These add-ons will automate office duties and integrate with other technologies.
Zoom’s AI Companion is now enabled on over 1.2 million accounts, highlighting its widespread adoption.
AI Companion as a Driving Source
The AI Companion has been a significant driving force behind Zoom’s transformation into an AI-first company.
It enhances productivity by providing meeting summaries, identifying action items, and synthesizing information from various sources.
Zoom’s success has been largely due to the AI Companion’s ability to streamline workflows and improve efficiency.
By offering AI Companion at no additional cost to paid users, Zoom has made it an integral part of its platform, further driving its adoption and impact.
Zoom’s strategic focus on AI and its contact center business has positioned it as a leader in the next phase of customer experience transformation.
The company’s AI Companion continues to play a crucial role in enhancing user productivity and driving growth.
Yuan touched on the specifics involved in AI Companion 2.0, including advanced agentic capabilities, memory, reasoning, orchestration, and “seamless integration” with Microsoft and Google services.
In April 2025, the vendor is set to launch a custom AI Companion add-on to automate workplace tasks through custom agents. This will personalize AI to fit customer needs, connect with their existing data, and work seamlessly with their third-party tools.
Yuan also mentioned plans for a new healthcare-specific model:
