Zoom: AI Is in High Demand Among Top Contact Centers

Zoom’s decision earlier this year to anchor the future of its contact center solutions in artificial intelligence is already proving successful. Since announcing its AI-focused direction in August, the company has seen growing customer enthusiasm for both its autonomous and human-assisted AI capabilities. Organizations are showing stronger interest in leveraging AI to streamline customer interactions, enhance productivity, and unify previously disconnected systems.

Among the new enterprises adopting Zoom’s contact center technologies are SolarWinds and LegalShield. According to CEO Eric Yuan, both companies partnered with Zoom to replace multiple fragmented platforms and consolidate their customer engagement operations into a single, AI-driven environment. This shift reflects a broader trend among enterprises seeking to simplify tech stacks while improving the quality and responsiveness of their customer service.

Yuan emphasized the strong traction Zoom is seeing across its customer experience offerings, noting, “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.” The growing adoption demonstrates how Zoom’s AI strategy is resonating with the market, especially as organizations prioritize automation, integrated workflows, and more intuitive customer engagement tools.

Although Zoom did not debut new technologies during this update, the company signaled that it is experimenting with more flexible pricing models for its AI-powered contact center. CFO Michelle Chang shared that Zoom is assessing alternative cost frameworks for its Zoom Virtual Agent product. Instead of the existing consumption-based pricing model, Zoom is evaluating an outcome-based structure to better align with evolving industry preferences and customer demand. This adjustment could offer companies more predictable costs and value-based incentives as they scale their AI usage.

Financially, Zoom reported steady growth for the third quarter of 2026. Revenue reached $1.2 billion, marking a 4.4% year-over-year increase, according to its earnings report. The company also noted an online average monthly churn rate of 2.7% for the period, suggesting stable customer retention despite a competitive market.

Overall, Zoom’s strategic shift toward AI-first contact center solutions is unlocking new opportunities and strengthening its position in the customer experience landscape. As more businesses explore AI for service automation, predictive engagement, and operational efficiency, Zoom’s momentum indicates that its AI investments are not only timely but also deeply aligned with enterprise needs.