May 22, 2026 • 5 min read
Zoom Continues “High Double-Digit” Contact Center Growth, Credits CCaaS-UCaaS Unification
Director of Content & Market Research
May 22, 2026
Zoom has recorded another quarter of “high double-digit” growth for its CCaaS platform: the Zoom Contact Center.
The vendor reported similar growth across the previous financial year and shows no signs of slowing down.
Its numbers cement the vendor’s status as a lead disruptor across an increasingly busy CCaaS market, despite Salesforce, Microsoft, and Zendesk also entering the space.
Channel strategy is a significant driver of this success, with all of its top ten CCaaS deals for the quarter coming through the channel.
Additionally, its rapid pace of innovation is notable, both within its core CCaaS product, which recently added conversational intelligence and orchestration capabilities, and broader Zoom CX portfolio.
That portfolio, also expanding at a high double-digit rate, includes the Zoom Virtual Agent (ZVA) and Workforce Engagement Management (WEM), with the former included in four of Zoom’s largest ten contact center wins last quarter.
However, the primary driver enabling Zoom’s sustained contact center growth is the market’s growing appetite for unified CCaaS-UCaaS integrations.
Zoom CEO Eric Yuan confirmed this during the company’s latest earnings call, stating: “That is the reason why we are winning.”
“We are increasingly winning competitive displacements and larger deals as customers look to consolidate contact center and UC systems with a unified AI workflow and analytics platform that works across all channels.”
A new deal with Chelsea Football Club is an excellent example of such a win, with the organization utilizing its Elite contact center offering, ZVA, and Zoom Phone to modernize fan engagement.
Another win with Caliber Collision, a prominent automobile repair provider, also illustrates Yuan’s point. The company deployed the Zoom Contact Center and Phone across 1,800 locations, running unified analytics over the top for end-to-end visibility.
Altogether, four of Zoom’s biggest CCaaS deals last quarter included Zoom Phone.
Still, most of the largest CCaaS contracts throughout the industry go to pureplay, long-in-the-tooth providers, such as Genesys, NiCE, and Five9.
Nevertheless, this combination of CCaaS and UCaaS is particularly attractive for brands with a more informal contact center model, distributing customer queries to subject matter experts (SMEs) across the business.
As AI handles an increasing share of routine customer requests, contact centers are left managing a greater volume of complex queries, making the ability to support such real-time service channels increasingly valuable.
Additionally, Zoom can run analytics across the service interactions happening throughout the business. Its customers may also utilize a Zoom Revenue Accelerator to analyze sales conversations and provide a comprehensive overview of customer engagements.
Other benefits of a unified CCaaS-UCaaS solution can include reduced application switching, improved team communication, and more streamlined IT administration.
Zoom Virtual Agent Receptionist Represents a New Growth Opportunity
Alongside blending its core CCaaS and UCaaS offerings, Zoom is finding new ways to combine its broader portfolio and unlock growth opportunities.
Its ZVA Receptionist is an excellent example, which, according to Yuan, transforms “Zoom Phone into an AI front door for the business.”
In other words, it answers calls, captures context, provides basic customer self-service, and - when it can’t answer - routes it across the broader business.
Think of it as a ZVA lite, designed to support frontline staff - including healthcare, field-service, and in-store workers - who offer customer service across disparate locations.
That remains a largely underserved market that Zoom can now target, much like its UCaaS rival RingCentral has done with its AI Receptionist (AIR).
“ZVA Receptionist represents an important new monetization layer for Zoom Phone… In Q1, we saw it deliver real business value across a variety of customers, including an industry association, improving lead capture and lowering costs, an insurance firm automating after-hours and overflow calls, and a law firm managing high call volume by filtering unsupported requests so staff can focus on actionable cases.”
The new monetization layer may accelerate Zoom Phone’s momentum, with the solution recording another quarter of mid-teen growth in annual recurring revenue (ARR).
A seven-figure ARR deal with Baptist Health in Jackson, Florida, where Zoom Phone will support 16,000 employees, proved a big win for the solution, alongside a similarly sized contract with a major government contractor to replace Microsoft Teams and Cisco Calling.
These wins follow the company’s massive 140,000-seat megadeal with a Fortune 10 organization last quarter.
Other Highlights from Zoom’s Q1, 2027 Earnings
Overall, Zoom recorded $1.24 billion in revenue in its Q1, 2027 earnings, up 5.5% year-over-year (YoY) and above the high end of its guidance.
Its enterprise revenue climbed higher, increasing 7.2% YoY and making up 61% of its total revenue.
Use of its platform’s virtual assistant rose by 184%, with the company crediting “strong early adoption” of its AI Companion 3.0 capabilities.
One such capability within AI Companion 3.0 is My Notes, which automatically captures notes from calls, summarizes them, and extracts action items.
Already, the solution has surpassed 1.5 million monthly active users (MAUs), excluding trial users, just four months after its launch.
Lastly, Zoom welcomed Russell Dicker as its new Chief Product Officer (CPO), who brings 25 years of product leadership experience across roles at Amazon, Google, and Microsoft.