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Diving briefs:
- The adoption of AI is driving growth in Zoom's contact centre offering, executives said in a second-quarter revenue call on Thursday.
- According to founder and CEO Eric Ewan, Zoom's AI's ability to support human agents is a key component of the company's revenue growth. Zoom Contact Center customers have earned more than $100,000 in recurring revenues per year. It increased 94% from the previous year to 229.
- “As long as we innovate faster and focus on our products and customer experience, I think we're going to win more,” Ewan said over the phone.
Dive Insights:
Zoom checks the role of AI features in supporting live agents and handles inquiries autonomously.
The number of AI assistants on Zoom, the monthly active user of AI companions, rose more than four times a year in the second quarter than last year, with millions now using technology, Ewan said.
The company is also pushing for Virtual Agent 2.0, an agent AI launched in the second quarter. Early recruits include private security company Secuoreone. Secureone used the solution to replace manual out-of-business phone answering services.
“And we can look to the future, and the reality that our customers are facing increased labor costs and a decline in customer experience, and see durable drivers in our contact centres going forward,” Zoom's CFO Michel Chan said over the phone.
Other companies are also looking for ways to use Agent AI as a cost saving measure.
All contact centre leaders today want to acknowledge that AI leads to more job cuts than in the past. While AI makes the work of agents more complicated, the volume of call humans need to handle is also diminishing.
“Now we see occasional tech vendors leaning towards it,” Cantor said. “They basically say they can use AI to save on head count. They are linked to cost-saving angles, so they can reduce the front line.”
Zoom reported a revenue growth rate of 4.7% year-on-year, reaching $1.2 billion in the second quarter of 2025. The average online monthly closure was 2.9% quarterly, a flat year-on-year.
