February 26, 2026 • 5 min read
Zoom Secures a 140,000-Seat Megadeal for Zoom Phone
Director of Content & Market Research
February 26, 2026
Zoom has secured a 140,000-seat deal with a Fortune 10 customer for Zoom Phone, replacing Cisco Calling.
Although the enterprise communications giant shared few additional details about the deal, it was just one of several significant wins from the last quarter.
Indeed, the vendor also booked two major U.S. financial institutions on Zoom Workplace and Phone, displacing Microsoft Teams and Cisco Calling, respectively.
Additionally, a major fast-food chain moved from RingCentral to Zoom Phone.
Meanwhile, Zoom expanded its footprint with a leading global bank, adding nearly 50,000 Zoom Phone seats and bringing the deployment to 150,000 seats.
These deals helped drive what Zoom described as “very durable” mid-teens growth for its Phone offering.
Elsewhere, Zoom Contact Center continued its “high double-digit growth”, with business accelerating last quarter, according to CEO Eric Yuan.
Notably, seven of its top ten deals for the solution represented competitive displacements of leading CCaaS vendors, potentially highlighting dissatisfaction in the broader market.
Yet, perhaps most interestingly, many of these deals rolled up the Zoom Contact Center with additional products within the vendor’s portfolio.
For instance, a large insurance provider replaced its contact center with Zoom and added Phone to distribute customer cases across the business, as well as its Zoom Virtual Agent (ZVA) for contact automation.
That’s just one example of many similar deals, with six and four of Zoom’s largest contact center wins from last quarter pulling through Phone and ZVA, respectively.
As organizations start to leverage these products together, Zoom CEO Eric Yuan expressed his hope that more will turn to his company to develop a single system for enterprise communications, work, and action during an earnings call.
“Organizations are moving beyond systems of record and engagement toward AI-driven systems of action that help customers and employees get real work done. Zoom is uniquely positioned to lead this transition.”
“We bridge work both inside and outside the organization, across collaboration, customer experience, and employee experience, using AI to take conversations all the way to completion,” he concluded.
In this ecosystem, the Zoom AI Companion will also play a key role, taking employee prompts and conversational insights to trigger actions across the business.
That’s an ambitious vision for the future of enterprise work, one that stretches beyond what most collaboration vendors currently offer, with Slack a possible exception.
Some may question its long-term viability, given Microsoft’s deep presence in most organizations. Nevertheless, this idea of Zoom as an HQ for work is compelling and will likely help the vendor continue to land and expand.
On-Premise Migrations Still Present a Growth Opportunity
As Zoom celebrates major cloud displacements, on-premise transformations remain a critical opportunity for the provider and its rivals.
Indeed, Michelle Chang, Chief Financial Officer at Zoom, estimates that only 130 million of the 280 million global phone seats are in the cloud.
Meanwhile, NiCE CEO Scott Russell recently suggested that only 40% of enterprise contact centers have transitioned from on-premise to the cloud.
Over the past 12 months, Zoom has proven itself as an enterprise CCaaS provider, securing major deals with the likes of Oracle and Agencia Tributaria (Spain’s tax authority).
Now, the vendor hopes its vision to place CCaaS, UCaaS, and Phone within a broader system of action will resonate further beyond the more agile midmarket and into the enterprise.
“The Zoom Workplace is our UCaaS platform. Contact center is a CCaaS, especially for those large enterprise customers. When they look at it from on-prem to cloud, or maybe from pre-AI solutions to AI solutions, if they can combine those two, consolidate those two systems into one platform, one vendor, why not? … This is a great ROI!”
More News from Zoom
Zoom’s earnings surpassed analyst expectations, with total revenue for the quarter reaching $1.25 billion, up 5.3% year-over-year (YoY). Its enterprise business grew by 7.1%, and now represents 61% of its total revenue.
Yet, aside from its earnings, Zoom also unveiled its Virtual Agent 3.0 this week.
The move strengthened ZVA’s decision logic, enabling it to better reason, take guided actions across systems, and (at least) partially automate a broader range of contact reasons.
While other solutions promise similar outcomes, Zoom suggested "full visibility into every AI action," which is significant. After all, contact center and IT leaders want more insight into why virtual agents make specific decisions, both to implement stronger guardrails and reinforce governance.
With this level of transparency, organizations can do more than manage risk; they can systematically refine, optimize, and scale AI performance.
Alongside that, there is significant potential for a Zoom Virtual Agent 4.0, which could introduce avatars. That's just speculation for now. However, CEO Eric Yuan used an avatar last year during an earnings call, signaling his enthusiasm for incorporating the technology, and there are many potential benefits for merging it with conversational AI.
For instance, it adds another layer of personalization to automated experiences. AI-led experiences currently lack this. Yet, more providers are starting to enhance their AI agents so they speak at the same speed as the customer and use similar verbosity.
Consider an avatar that aligns with a customer’s facial expressions to cautiously mimic emotions, enabling customer-facing AI agents to better exhibit empathy.
Also, avatars can support vulnerable customers. For instance, they can communicate with deaf customers through sign language. That's the next frontier of individualized customer experiences.
Zoom could thrive in such a future, with visual AI that tracks customers' facial reactions to inform the avatars' reactions, ensuring an appropriate response.
However, ZVA 2.0 is already winning business, including a seven-figure annual recurring revenue (ARR) deal last quarter with a retailer to handle calls across more than 1,100 locations.
With the addition of agentic actions, stronger governance, and possibly avatars in the future, ZVA may become an increasingly powerful tool for Zoom in expanding its enterprise communications platform.