Dive Brief:
- Scaling Zoom’s AI-first customer experience offerings is one of the company’s top priorities, President and CEO Eric Yuan said on a Q3 2026 earnings call Monday.
- The customer experience business, including Zoom Contact Center, grew its annual recurring revenue in the high double digits during the quarter, according to Yuan. Nine out of the ten top CX deals involved AI solutions, such as Zoom Virtual Agent or AI Expert Assist.
- “The same AI innovation powering how teams collaborate is also transforming how companies engage their customers, and Zoom is at the center,” Yuan said on the call. “Customer experience is one of our fastest-growing businesses and an important long-term growth vector for Zoom.”
Dive Insight:
Zoom staked the future of its contact center offerings on AI in August. The investment is paying off, as customers express interest in its autonomous and human-assisted AI tools alike.
New contact center customers include SolarWinds and LegalShield, according to Yuan. The companies worked with Zoom to replace fragmented systems with a single AI-powered platform.
“We're encouraged by the rapid momentum of our CX portfolio, reflected in external recognition and customer wins and driven by our AI differentiation and deep workplace integration,” Yuan said.
While Zoom didn’t announce new technology, the company is exploring alternate cost models for its AI contact center offerings, according to CFO Michelle Chang. The company is looking into an outcome-based model for Zoom Virtual Agent, rather than the current consumption-based pricing scheme, in response to industry interest.
Zoom reported $1.2 billion in revenue, up 4.4% year over year, for the third quarter of 2026, according to an earnings report. Online average monthly churn was 2.7% for the quarter.
