Eric Yuan on Five9 Partnership After Contact Center Launch

CEO reveals how he plans to win customers for Zoom Contact Center

2
Zoom talks through Contact Center strategy
Unified CommunicationsLatest News

Published: March 1, 2022

Tom Wright

Managing Editor

Zoom CEO Eric Yuan has provided insight into how the vendor’s partnership with contact centre providers will play out now that it’s launched its own solution.

Speaking on an earnings call after Zoom published its quarterly results, Yuan said that Zoom would continue to support its partnerships with the likes of Five9 and Genesys. He said Zoom will be going after existing customers that have not yet chosen a cloud-based contact centre offering.

“The partnership [with Five9- is still doing well],” he said. “Some customers have already deployed Five9 and Zoom, and we want to make sure we keep improving that experience.

“However, some customers that previously had on-premises solutions will want to consolidate everything to the Zoom platform; so yes, we’d like to get those customers.

“The market is huge for contact centre when you think about all of those modules. Some customers have already deployed Five9 and will deploy more Zoom features; some will deploy Zoom Contact Center; and some will deploy Genesys – that’s all ok.

“We will focus on our install base and the customer that truly believe in Zoom’s UC vision and want to standardise on Zoom’s UC platform. That is our go-to strategy”

The launch of Zoom Contact Center came not long after Zoom’s proposed takeover of Five9 collapsed.

Yuan was speaking as Zoom revealed Q4 sales of $1.07bn, up 21 percent year on year and beating market expectations.

Zoom attributed the growth as coming from both new customers and existing customers buying additional services.

The vendor is also increasing its focus on larger customers and now breaks out enterprise clients in its results.

It counts Enterprise clients as businesses that engage with Zoom directly, via channel partners, or independent software vendors. This is in contrast with smaller businesses and individuals who self-serve via Zoom’s website, which it calls its Online business,

Sales from enterprise clients grew 38 percent and accounted for half of all revenue – up from 44 percent in the previous Q4.

Phone Growth

Zoom said that Zoom Phone saw a record quarter in Q4, with 550,000 paid seats being added to the platform. It noted that much of this growth came from large customers, with clients spending $100,000 in annualised recurring revenue climbing 150 percent.

The number of customers with more than 10,000 paid seats rose 122 percent.

Zoom Phone launched in 2019 and hit two million seats last year.

 

 

Customer ExperienceUCaaS
Featured

Share This Post