Zoom Lands Its “Largest Ever” CCaaS Deal, Enjoys 82% Surge In Contact Center Customers

Zoom Communications has signed a 20,000+ spot interaction halfway megadeal pinch Agencia Tributaria, Spain’s National Revenue Service.

The move represents its “largest ever” CCaaS deal, surpassing different monolithic win nan institution penned past quarter.

According to Eric Yuan, Founder & CEO of Zoom, nan woody demonstrates Zoom’s expertise to compete astatine nan precocious extremity of nan market, grow further into EMEA, and triumph pinch nan channel.

It besides represents Zoom’s expertise to grow connected existing customer relationships, pinch Agencia Tributaria antecedently deploying 30,000+ Zoom Phone seats.

Sharing much connected Zoom’s narration pinch nan National Revenue Service, Yuan said:

After Zoom Phone quickly delivered worth astatine standard to heighten ratio and work value during a demanding taxation play successful 2022, they moved to see our full acquisition solutions to further elevate their payer services.

“This resulted successful an unthinkable record-setting Zoom Contact Center woody pinch complete 20,000 seats, successful conjunction pinch Zoom Workplace, delivering a complete Zoom acquisition for some labor and taxpayers,” he continued. “They really spot Zoom.”

Alongside nan characteristic set, Yuan noted Zoom’s scalability, workforce engagement guidance (WEM) suite, and FedRAMP certifications arsenic captious woody winners.

Also, nan CEO highlighted nan communal infrastructure that its apps stock arsenic a important differentiator, enabling nan democratization of AI crossed and beyond nan interaction center.

By bringing each this together, Zoom secured 100+ caller Contact Center customers successful Q3.

Altogether, its full CCaaS instal guidelines stands astatine 1,250, up 82 percent year-over-year (YoY).

As this guidelines swells, Zoom continues to in installments nan Contact Center – alongside Workvivo – arsenic an basal maturation driver, helping its endeavor revenues assistance six percent YoY.

Meanwhile, full gross roseate by 4 percent to $1.178BN, pinch its user business gradually declining since its pandemic heights.

However, nan endeavor communications stalwart did statement that Zoom recorded its “lowest ever reported churn rate” successful Q3.

If that inclination holds patient and Zoom’s endeavor business continues to rise, expect its full gross maturation to assistance successful 2025.

Aiming to prehend that opportunity, Zoom has besides announced a rebrand…

Zoom Communications Drops “Video” from Its Name

Zoom Video Communications now goes by nan sanction Zoom Communications.

In dropping “video” from its name, nan institution strives to much accurately bespeak nan solutions wrong its existent portfolio.

Despite pledging to support its attraction connected “helping group astir nan world connect”, nan marque emphasizes really its tech stack has expanded.

“While that is still a priority, Zoom is now astir truthful overmuch much than video meetings,” stressed Yuan successful a blog post. “We are an AI-first institution delivering modern, hybrid activity solutions that alteration you to collaborate seamlessly.”

Each solution appears successful nan pursuing graphic, arsenic shared astatine Zoomtopia 2024.

In delivering a much complete endeavor communications platform, Zoom underscores its thrust to merge worker and customer experiences.

As it dives deeper into CX, it will person plentifulness of competition. Indeed, its much accepted UCaaS rivals are progressively starring pinch CCaaS and banging nan customer acquisition drum.

Cisco Webex is 1 example, while 8×8 completed a akin rebrand conscionable past week.

Yet, Zoom tin summation assurance from its important footprint crossed galore world brands, estimation for precocious customer loyalty, and steep invention curve.