Zoom relentlessly pursued innovation in 2024, which saw a revamped AI Companion product, the release of Zoom Docs and Zoom Clips for asynchronous communications, and a significantly expanded tech stack to position it as a major competitor in the contact centre space. The company is likely to deliver more of the same in 2025, but where will it focus its attention?
Customer Engagement
Zoom will continue working on its image in 2025 to avoid being pigeonholed as ‘that video conferencing company that did well in the pandemic’. Zoom’s continued efforts in the Customer Experience space and its move to drop the word ‘video’ from its name have been telling.
From a market perspective, Smita Hashim, Zoom's CPO, says, “We will see a class of companies emerge that make customer service much more human through smart use of AI while saving costs. Companies that focus on delivering an exceptional user experience will be best positioned to come out on top. What that looks like: highly personalized, seamless service with quick resolution, and incredibly smart and empathetic customer service agents empowered by AI every step of the way.”
Craig Durr, Chief Analyst at the Collab Collective, said, “By removing 'video' from its formal name and focusing on expanding its work stack, Zoom is signalling a broader ambition that could redefine its market position in 2025.”
So, how will this translate into achievements in 2025?
Zeus Kerravala, Principal Analyst at ZK Research, says, “Zoom will debut on Gartner’s CCaaS Magic Quadrant as a leader. This doesn’t happen very often, but the team there is laser-focused on contact centers. When they debuted on the UCaaS MQ, they emerged as leaders, and I expect the same in 2025.
Craig Durr added, “Zoom will expand its competitive product set and reshape where and when it engages customers, offering functionality that meets them at every turn.”
Dom Black, Research Director at Cavell, says, “Zoom will have an increased focus on CX, but with that an increased execution on delivery. They will continue to build out that go-to-market, especially the channel play, and we will see that channel and partner conversation, which has been happening for a long time, come to fruition.”
AI Developments
AI is going through a super cycle right now, which will likely continue in 2025 and beyond. Zoom’s announcements at Zoomtopia signalled the continued focus on AI innovation, and Eric Yuan, CEO of Zoom, shared his view that technology could be the answer to making humans happier at work.
Sharing his outlook for 2025, Yuan commented, “The integration of AI into our daily work routines has quickly become less of a novelty and more of a cultural norm. Soon, it will become a necessity—something people will begin to expect from their tools at work. The AI we have today will evolve into intelligent digital assistants that will be able to draft email responses, ready for you to send when you sign on to start your workday, help determine which meetings to join, and even assist in contract negotiations, reducing your overall workload.”
“Over time, AI digital assistants will become fully customized, evolving into a “digital twin,” equipped with your work history and institutional knowledge. This will not only maximize efficiency but also fundamentally change how we work, allowing us to prioritize the creative and strategic tasks that truly require the human touch and thoughtful focus time.
Zoom’s AI Companion tool was upgraded in 2024, but how do our analysts think it will evolve in 2025?
Zeus Kerravala commented “Zoom will decouple AI Companion (AIC) from the workspace and make it a standalone app. Zoom AIC is one of the best AI engines for collaboration and by decoupling it, makes it more valuable as I can now transcribes across other apps.”
