Zoom says its biggest contact center customers want AI

Core Insights - Zoom is focusing on AI for its contact center offerings, which is showing positive results with increased customer interest in both autonomous and human-assisted AI tools [3][4] - New customers for Zoom's contact center include SolarWinds and LegalShield, who are transitioning to a unified AI-powered platform [3] - The company is exploring alternative cost models for its AI contact center services, moving towards an outcome-based model for Zoom Virtual Agent [5] Financial Performance - Zoom reported $1.2 billion in revenue for Q3 2026, reflecting a year-over-year increase of 4.4% [5] - The online average monthly churn rate was 2.7% for the quarter [5] Customer Experience Growth - The customer experience segment, including Zoom Contact Center, experienced high double-digit growth in annual recurring revenue during the quarter [7] - Nine out of the ten largest customer experience deals involved AI solutions, highlighting the significance of AI in Zoom's offerings [7] - The company views customer experience as a critical long-term growth area, with AI innovations enhancing both team collaboration and customer engagement [7]