Zoom Phone has surpassed 10 million global seats, just six years after its launch.
The milestone underscores a shift from legacy PBXs to AI-first, unified communications ecosystems that combine calling, meetings, messaging, and contact centre capabilities under a single, intelligent platform, such as Zoom’s, over the past few years.
The milestone underscores a shift from legacy PBXs to AI-first, unified communications ecosystems that combine calling, meetings, messaging, and contact centre capabilities under a single, intelligent platform. According to Zoom, the platform is now a core part of the digital transformation strategies of organisations, including HubSpot, Warner Bros. Discovery, and Sydney Film Festival.
Chris Moss, General Manager of Zoom Phone, commented:
Reaching 10 million seats isn’t just a milestone for Zoom—it demonstrates that organisations across the globe are rethinking what their phone system can do for their business. Customers are realising tangible value via simpler management, reduced costs, and smarter interactions powered by AI. Zoom Phone isn’t just replacing old PBXs; it’s redefining what connected, intelligent communication looks like in the modern workplace.”
From PBX to AI: Enterprise Communications in Transformation
The enterprise communications market is undergoing a profound shift naturally. Cloud telephony adoption is accelerating, and according to Gartner, over 80 percent of enterprises are expected to operate on cloud-based UC platforms by 2027. Zoom Phone’s AI-first design reflects this trend, automating routine tasks, improving responsiveness, and delivering measurable cost savings.
For IT leaders, these savings translate into real-world outcomes, such as lower operational overhead, reduced admin complexity, and more time to focus on strategic initiatives. AI-driven communications are no longer experimental; they are increasingly central to workforce productivity and digital transformation agendas.
For example, Zoom highlighted one customer success story, the Sydney Film Festival. “Moving to Zoom has been an absolute game changer,” said Brock Taffe, Head of Operations and Events at Sydney Film Festival. “The main goal was to reduce the phone bills and, with Zoom Phone, we achieved 81 percent cost savings during the festival’s core period.”
AI Innovations That Deliver Measurable Business Impact
Zoom Phone’s recent enhancements illustrate that AI is embedded into the core enterprise comms workflow:
- Zoom Virtual Agent Concierge for Zoom Phone: A 24/7 AI receptionist automating routine calls, improving customer responsiveness, and freeing frontline staff for higher-value tasks.
- Zoom Auto Dialer: Integrated with Zoom Revenue Accelerator, this native sales dialling engine accelerates prospect engagement, optimises sales workflows, and improves overall team efficiency.
These capabilities aim to deliver quantifiable business outcomes, including faster customer response times, higher agent productivity, and streamlined revenue operations. In effect, the phone system becomes a strategic tool, not merely a cost centre.
Key Takeaway:
As businesses chase efficiency and seek digital differentiation, Zoom Phone’s rise to 10 million seats signals that AI-driven communication is increasingly foundational. Organisations that thrive will not simply adopt new tools but transform how employees collaborate, customers interact, and operations scale.
The pressing question for tech leaders today, arguably, isn’t whether to move to AI-first communications but how quickly they can embed intelligence across the entire comms stack.
Zoomtopia 2025: An Advancement in AI-Driven Collaboration
At Zoomtopia 2025, Zoom introduced significant enhancements to its platform. The launch of AI Companion 3.0 marked a leap in agentic AI, offering features like cross-platform note retrieval, calendar nudges, and real-time translation. Additionally, Zoom unveiled photorealistic AI avatars and real-time voice translation for meetings, aiming to enhance user presence and inclusivity.
These innovations reflect Zoom’s commitment to integrating AI seamlessly into the workplace, enabling more efficient and inclusive collaboration across diverse teams and languages.
