What is Zoom Contact Center?

With the introduction of Covid lockdowns, almost everyone with school-age kids or a job became familiar with ZOOM Video Communications as a leader in the video conferencing space.  The San Jose, CA based company that was founded in 2011 was the right service at the right time.  By April of 2020, ZOOM was providing video conferencing services for more than 300 million daily participants.  

ZOOM’s user-friendly format for video conferencing and free basic offering facilitated rapid growth in popularity and adoption for consumer and business users, large and small.  The revenue explosion enabled massive investment in offerings beyond video conferencing and into the UCaaS (Unified Communications as a Service) space with the launch of ZOOM Phone in 2020.  Initially ZOOM phone was available in the U.S. only but can now provide dial tone in over 40 countries.  The global enterprise market for UCaaS is growing at a clip of approximately 19% CAGR and is expected to reach $87 Billion by 2026.   The UCaaS trend will certainly continue to fuel growth for ZOOM (NASDAQ:ZM).

Zoom and Contact Centers

In parallel to the growth in UCaaS, enterprise users are also rapidly adopting CCaaS (Contact Center as a Service) which is growing at a CAGR of approximately 23% and is expected to reach $35B by 2026.   CCaaS has a wide scale of offerings from basic services to complex platforms that can service the largest global contact centers.

Presently, ZOOM Contact Center is a basic CCaaS offering that includes the expected native features such as supervisor and agent licenses, routing profiles, limited omnichannel (webchat, SMS, voice, video), and analytics.  Businesses with basic contact center needs should closely evaluate if ZOOM’s features will align with their contact center requirements.

Enterprises that have a heavy ZOOM Meetings adoption and need advanced contact center technology may seek to leverage integrations into CCaaS leaders including Five9, Genesys, NiceCXone, Talkdesk, and Twilio.  More about industry leading CCaaS solutions from leading vendors can be found at: Contact Center – Macronet Services

The above mentioned global CCaaS leaders have expanded their CCaaS technology suite to include complex components such as full omni channel, WFO/WFM, artificial intelligence and automation, advanced analytics and reporting, and a broad suite of integrations.  Others, such as Vonage and Intelepeer, have built a solid niche with CPaaS (Communications Platform as a Service).

Zoom Attempts to Buy a CCaaS Leader 

In July of 2021, ZOOM announced that it would acquire Five9 in an all-stock transaction valued at $14.7 billion.  This move, once concluded and integrated, would have propelled ZOOM into a leadership role in the CCaaS market from its present state of CCaaS infancy.  The merger was terminated after Five9 shareholders failed to approve the merger, leaving Five9 as am independent CCaaS leader.  The two companies, however, will continue to enhance cross-platform integrations.

Zoom & Contact Centers—All About The Right Fit

There are many solutions for UCaaS and CCaas and finding the right fit for your business can be a daunting task.  Macronet Services represents all global leaders and can help your team navigate the landscape to design and source a short-list of solutions that will work for you.  Further, our team has years of experience in Audio Visual integrating to ensure that your employee and your customer experience is an optimized total experience.

Please contact us anytime to explore solutions for your business.