This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. 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 inv ...

Financial Data and Key Metrics Changes - Total revenue for Q3 FY2026 grew 4.4% year-over-year to $1.23 billion, exceeding guidance by $15 million [13] - Enterprise revenue increased by 6.1% year-over-year, accounting for 60% of total revenue, up 1 percentage point year-over-year [13] - Non-GAAP gross margin improved to 80%, up 117 basis points from the previous year, driven by cost optimization [14] - Non-GAAP income from operations grew 11% year-over-year to $507 million, exceeding guidance by $37 million [14] - Non-GAAP diluted net income per share increased to $1.52, $0.08 above guidance and $0.14 higher than the previous year [15] - Operating cash flow grew 30% year-over-year to $629 million, representing a margin of 51.2% [16] - Free cash flow margin increased to 50%, up 11 percentage points year-over-year [16] Business Line Data and Key Metrics Changes - AI Companion adoption surged more than four times year-over-year, indicating strong demand for AI-driven solutions [8] - Team Chat monthly active users rose 20% year-over-year, enhancing asynchronous work capabilities [8] - Workvivo logos grew nearly 70% year-over-year to 1,225, indicating strong performance in employee experience offerings [9] - Zoom Phone surpassed 10 million paid seats, marking significant growth in unified communications [9] Market Data and Key Metrics Changes - Americas revenue grew 5% year-over-year, EMEA grew 3%, and APAC grew 4% [14] - The number of enterprise customers contributing over $100,000 in trailing 12-month revenue grew by 9% year-over-year [13] Company Strategy and Development Direction - The company aims to evolve into an AI-first platform for work and customer experience, focusing on three priorities: enhancing core products with AI, driving growth of new AI products, and scaling AI-first customer experience [7] - The acquisition of BrightHire is part of the strategy to enhance collaboration and customer engagement through AI [10] - The company is committed to disciplined growth while investing in AI and maintaining strong profitability [12] Management's Comments on Operating Environment and Future Outlook - Management expressed confidence in the business's durability and the growing value delivered to customers [7] - The company anticipates continued strength in customer experience and AI differentiation as key growth drivers [11] - Management expects revenue for Q4 FY2026 to be in the range of $1.23 billion to $1.235 billion, representing approximately 4.1% year-over-year growth [17] Other Important Information - Deferred revenue at the end of Q3 grew 5% year-over-year to $1.44 billion [15] - The board authorized an incremental $1 billion share repurchase, reflecting confidence in the company's financial position [18] Q&A Session Summary Question: How should we think about growth heading into next year? - Management indicated that enterprise will continue to be the predominant growth driver, with a focus on stabilization and product diversification [23][24] Question: Can you discuss the pressure on net dollar expansion and seat-based contraction? - Management noted that while there are some seat pressures, overall macro demand remains strong, and net dollar expansion is stabilizing [28] Question: What is the company's approach to M&A going forward? - Management stated that future M&A will be thoughtful and disciplined, focusing on small to medium-sized investments that align with strategic goals [34] Question: Can you elaborate on the growth sustainability of Zoom Phone and customer experience? - Management highlighted strong growth in Zoom Phone and customer experience, driven by AI integration and customer demand [40][41] Question: How is the company integrating with other productivity software? - Management confirmed strong integrations with major ecosystems like Google and Microsoft, and emphasized the importance of customer feedback in driving integration efforts [67] Question: Were there any one-time benefits to free cash flow this quarter? - Management clarified that improvements in the collection process contributed to free cash flow, but these changes are sustainable rather than one-time [73][74] Question: How does the BrightHire acquisition fit into the broader platform expansion strategy? - Management indicated that BrightHire aligns with the strategy to leverage AI in mission-critical business workflows, particularly in HR [83][107]

Financial Data and Key Metrics Changes - Total revenue for Q3 FY2026 grew 4.4% year over year to $1.23 billion, exceeding guidance by $15 million [13] - Enterprise revenue increased by 6.1% year over year, accounting for 60% of total revenue, up 1 percentage point year over year [13] - Average monthly churn was 2.7%, matching last year's Q3 and marking an all-time low [13] - Non-GAAP gross margin improved to 80%, up 117 basis points year over year due to cost optimization [14] - Non-GAAP income from operations grew 11% year over year to $507 million, exceeding guidance by $37 million [14] - Non-GAAP diluted net income per share increased to $1.52, $0.08 above guidance and $0.14 higher than last year [15] - Operating cash flow grew 30% year over year to $629 million, with a margin of 51.2% [16] - Free cash flow margin increased to 50%, up 11 points year over year [16] Business Line Data and Key Metrics Changes - AI Companion adoption surged more than four times year over year, indicating strong demand for AI-driven solutions [8] - Team Chat monthly active users rose 20% year over year, enhancing asynchronous work capabilities [8] - WorkVivo logos grew nearly 70% year over year to 1,225, indicating strong performance in employee experience offerings [9] - Zoom Phone surpassed 10 million paid seats, with consistent ARR growth in the mid-teens [9] Market Data and Key Metrics Changes - Americas revenue grew 5% year over year, EMEA grew 3%, and APAC grew 4% [14] - Customer experience segment saw high double-digit ARR growth, with nine of the top ten CX deals involving paid AI solutions [11] Company Strategy and Development Direction - The company aims to evolve into an AI-first platform for work and customer experience, focusing on three priorities: elevating core products with AI, driving growth of new AI products, and scaling AI-first customer experience [7] - The acquisition of BrightHire is part of the strategy to enhance collaboration and customer engagement through AI [10] - The company is committed to disciplined growth while investing in AI and maintaining strong profitability [12] Management's Comments on Operating Environment and Future Outlook - Management expressed confidence in the business's durability and the growing value delivered to customers [7] - The outlook for Q4 revenue is projected to be in the range of $1.23-$1.235 billion, representing approximately 4.1% year-over-year growth [17] - The company raised its full-year revenue guidance to $4.852-$4.857 billion, indicating a positive growth trajectory [18] Other Important Information - The board authorized an incremental $1 billion share repurchase, reflecting confidence in the company's financial health [18] - Deferred revenue grew 5% year over year to $1.44 billion, with expectations for continued growth in Q4 [15] Q&A Session Summary Question: Outlook for Q4 and pricing strategy for next year - Management indicated that they are not yet at the planning stage for FY2027 guidance, but enterprise growth will continue to be a key driver [22] Question: Pressure on enterprise net dollar expansion and seat-based contraction - Management noted that net dollar expansion is stabilizing, and while some seat pressures exist, overall macro demand remains strong [28] Question: Future M&A strategy - Management reiterated a disciplined approach to M&A, focusing on small to medium-sized acquisitions that align with strategic goals [33] Question: Sustainability of growth in Zoom Phone and customer experience - Management highlighted strong growth in Zoom Phone and customer experience, driven by AI integration and customer demand [41] Question: Integration with other productivity software - Management confirmed ongoing integrations with major productivity tools like Google and Microsoft, emphasizing the importance of customer feedback [66] Question: Free cash flow performance - Management acknowledged improvements in the collections process contributing to free cash flow, which is expected to remain durable [72] Question: Expansion into HR and other business workflows - Management confirmed that the BrightHire acquisition is part of a broader strategy to expand into mission-critical business workflows [82]

Financial Data and Key Metrics Changes - Total revenue grew 4.4% year over year to $1.23 billion, exceeding guidance by $15 million [12] - Enterprise revenue increased by 6.1% year over year, accounting for 60% of total revenue [12] - Non-GAAP gross margin improved to 80%, up 117 basis points from the previous year [13] - Non-GAAP diluted net income per share rose to $1.52, $0.14 higher than Q3 of last year [14] - Operating cash flow grew 30% year over year to $629 million, with a margin of 51.2% [16] Business Line Data and Key Metrics Changes - AI Companion adoption surged more than four times year over year, indicating strong demand for AI-driven solutions [6] - Team Chat monthly active users increased by 20% year over year [6] - WorkVivo logos grew nearly 70% year over year to 1,225 [7] - Zoom Phone surpassed 10 million paid seats, marking significant growth in unified communications [7] Market Data and Key Metrics Changes - Americas revenue grew 5% year over year, EMEA grew 3%, and APAC grew 4% [13] - The number of enterprise customers contributing over $100,000 in trailing 12-month revenue grew by 9% year over year [12] Company Strategy and Development Direction - The company aims to evolve into an AI-first platform for work and customer experience, focusing on elevating core products with AI and driving growth of new AI products [5] - The acquisition of BrightHire is part of the strategy to enhance collaboration and customer engagement through AI [9] - Customer experience is identified as a fast-growing business segment, with high double-digit ARR growth [10] Management's Comments on Operating Environment and Future Outlook - Management expressed confidence in the business's durability and the ongoing demand for AI solutions [5] - The company anticipates continued growth in enterprise revenue and a slight increase in online business for the full year [22] - Management highlighted the importance of stabilizing churn and diversifying products as key growth drivers [24] Other Important Information - The board authorized an incremental $1 billion share repurchase, reflecting confidence in the company's financial health [18] - Deferred revenue grew 5% year over year to $1.44 billion, with expectations for continued growth [15] Q&A Session Summary Question: How should we think about growth heading into next year? - Management indicated that they are not yet at the planning stage for FY2027 guidance, but enterprise growth will continue to be a key driver [22] Question: Can you discuss the pressure on net dollar expansion and seat-based contraction? - Management noted that net dollar expansion is stabilizing, and while some seat pressures exist, overall demand remains strong [27] Question: What is the outlook for M&A in the future? - Management reiterated a disciplined approach to M&A, focusing on small to medium-sized acquisitions that align with strategic goals [32] Question: Can you elaborate on the growth sustainability of Zoom Phone and customer experience? - Management highlighted strong growth in Zoom Phone and customer experience, driven by AI integration and customer demand [38] Question: How is the company addressing the demand for integration with other productivity software? - Management confirmed ongoing integration efforts with major ecosystems like Google and Microsoft, while also adapting to AI-driven customer demands [58] Question: Were there any one-time benefits to free cash flow this quarter? - Management clarified that improvements in the collections process contributed to free cash flow, which is expected to be sustainable [61]

Core Insights - Converged Technology Professionals (CTPros) and Carahsoft Technology Corp. have formed a strategic partnership to enhance access to Zoom's cloud-based communication solutions for K-12, higher education, and government agencies [1][4] - The partnership aims to streamline procurement processes and promote the adoption of secure communication tools across State, Local, and Education (SLED) sectors [2][4] Group 1: Partnership Details - Carahsoft will act as CTPros' Master Government Aggregator®, facilitating procurement through its extensive portfolio of Federal, State, and Local contract vehicles [1][2] - CTPros will provide advisory services, solution design, deployment, and ongoing support for Zoom products, enhancing communication infrastructure for public service and education [2][3] Group 2: Benefits and Solutions - SLED organizations will gain access to secure and scalable communication tools, including Zoom Phone, Zoom Meetings, Zoom Contact Center, and advanced AI features [2][3] - The partnership is expected to improve productivity, enhance remote teaching and learning, and deliver more responsive services to constituents [2][3] Group 3: Company Backgrounds - CTPros specializes in unified communications, contact center modernization, and has extensive experience in telecom and IT, focusing on enhancing productivity for government offices and educational institutions [3][6] - Carahsoft is recognized as a trusted provider of IT solutions for public sector organizations, offering a wide range of services including cybersecurity, multi-cloud, and AI solutions [7]

Core Insights - Zoom Communications, Inc. has announced a strategic go-to-market partnership with Oracle to enhance customer experience through faster resolutions and intelligent self-service [1][2] - The partnership allows Zoom CX to operate on Oracle Cloud Infrastructure, expanding its reach to more organizations [2] - Oracle has adopted Zoom Contact Center for its global customer service operations, integrating it with Oracle Service workflows [2][3] Partnership Benefits - The collaboration aims to unify customer interactions, employee workflows, and data into a single intelligent system, resulting in faster resolutions and stronger relationships [3][6] - Customers will benefit from a unified customer engagement platform that integrates various communication channels such as voice, chat, email, and social media [6] - The integration provides a 360-degree view of customers, streamlining interactions and enhancing informed decision-making [6] Employee Productivity - The partnership is designed to eliminate manual data entry and communication silos, allowing employees to focus more on relationship-building rather than administrative tasks [6] - The solutions are particularly beneficial for industries such as healthcare, financial services, retail, and hospitality, leveraging Oracle's existing industry-specific solutions [6] Global Trust and Security - The integration ensures consistent, high-quality interactions across different geographies and industries, supported by enterprise-grade security and compliance [6]

Core Insights - Zoom Communications (ZM) shares are trading at a significant discount with a forward 12-month Price/Earnings ratio of 14.82X compared to the Zacks Internet - Software industry's 40.19X, indicating potential undervaluation [1] - The company has transformed from a pandemic-era video conferencing tool into a broader workplace collaboration platform, including unified communications, contact center solutions, and AI-powered productivity tools [1] - Despite diversification into hybrid work solutions, Zoom continues to trade at a discount compared to peers like Microsoft, Cisco, and Alphabet [1] Valuation and Performance - Zoom shares have returned 5.7% Year to Date (YTD), while the Zacks Internet - Software industry and the Zacks Computer and Technology sector have returned 24.1% and 20.3%, respectively [3] - At a forward P/E of 14.82X, ZM appears undervalued as enterprise, AI, and global growth gain momentum [6] - Technical indicators suggest potential momentum shifts, with shares trading above both their 50-day and 200-day simple moving averages [8] Revenue Growth and Business Momentum - In Q2 of fiscal 2026, Zoom's total revenues reached $1.22 billion, representing 4.7% year-over-year growth, with enterprise revenues rising 7% [12] - Customers contributing over $100,000 in trailing 12-month revenues grew 8.7% to 4,274, indicating steady upmarket traction [12] - The Zacks Consensus Estimate for Q3 fiscal 20265 revenues is $1.21 billion, indicating 2.99% growth year over year [13] AI Integration and Product Diversification - The strategic implementation of AI capabilities has led to a significant increase in AI Companion monthly active users, growing over 4X year over year [14] - Zoom's expansion into contact center and unified communications markets has shown strong growth, with Contact Center customers with over $100,000 annual recurring revenue growing 94% year over year [15] - Employee experience solutions through Workvivo have also shown strong momentum, with customers generating over $100,000 in annual recurring revenues reaching 168, up 142% year over year [16] Conclusion - Zoom Communications represents a compelling investment opportunity at current valuation levels, supported by attractive metrics, accelerating business fundamentals, and successful product diversification [17] - The company currently holds a Zacks Rank 1 (Strong Buy), suggesting that investors should consider accumulating the stock [18]

Summary of Key Points from the Conference Call Company and Industry - **Company**: Zoom Video Communications - **Industry**: Communication and Collaboration Technology Core Points and Arguments 1. **Vision and Strategy**: Zoom aims to become an AI-first work platform focused on human connection, moving beyond its original meeting-centric model to encompass a broader range of workplace tools like chat, email, and calendar [6][7][8] 2. **Customer Experience**: The company emphasizes delivering value through cost savings, vendor consolidation, and democratized AI features included in paid SKUs at no additional cost [10][11] 3. **Growth Metrics**: Zoom has stabilized its online business, reducing churn from mid-3% to high 2%, and has shifted from an 8% decline in FY2023 to flat growth [13][14] 4. **Enterprise Business Growth**: The enterprise segment now represents 60% of Zoom's business, with a growing percentage of customers spending over $100,000 [15][16] 5. **AI Integration**: AI Companion 3.0 was highlighted as a significant advancement, enhancing user experience by automating workflows and improving productivity [25][26][63] 6. **Financial Performance**: Zoom reported industry-leading profitability with over 40% margins and raised cash flow guidance, indicating strong financial health [21][22] 7. **Market Position**: Zoom has been recognized as a leader in the Magic Quadrant for Unified Communications as a Service (UCaaS) for five consecutive years, now also being acknowledged in customer experience [33] Additional Important Content 1. **Customer Engagement**: The company is seeing higher AI usage in SMBs compared to enterprises, indicating a potential for faster monetization in the SMB segment [35][36] 2. **Channel Strategy**: Zoom is diversifying its routes to market, including partnerships with service providers and cloud distributors, to enhance sales productivity [66][67] 3. **User Interface Evolution**: The transition to an AI-first interface is expected to redefine user interactions with Zoom's platform, moving from traditional application interfaces to more intuitive AI-driven experiences [70][72][79] 4. **Real-Life Examples**: The call included customer success stories demonstrating the effectiveness of Zoom's products in various sectors, reinforcing the company's value proposition [19][20] This summary encapsulates the key insights from the conference call, highlighting Zoom's strategic direction, financial performance, and the evolving landscape of AI integration within its offerings.

Core Insights - Zoom Cares announced a $10 million, three-year commitment to expand access to AI education and opportunity, unveiled during Zoomtopia 2025 [1] - The initiative includes a $5 million investment in K–12 AI education to ensure foundational AI literacy for students [1] Funding Distribution - The funding will be allocated through large anchor grants to national and global leaders in AI for impact, as well as regional and community-based grants [1] - First-round grant recipients include Code.org and data.org, which aim to empower learners and non-profits in the AI era [2] Organizational Impact - Data.org will host its fifth global challenge with support from Zoom Cares, focusing on innovative approaches that leverage data and AI for economic opportunity [4] - Code.org aims to integrate computer science and AI education into K–12 curricula, increasing opportunities for students from diverse backgrounds [4][5] Historical Context - Since its launch in 2020, Zoom Cares has contributed over $66 million to global communities, with this new commitment marking its most ambitious investment in AI education and inclusivity [5]

Core Insights - Zoom Communications, Inc. has been recognized in the 2025 Gartner Magic Quadrant for Contact Center as a Service (CCaaS), marking its first inclusion in this category just three years after launching Zoom Contact Center in 2022 [1][3] Company Strategy - The recognition highlights the strength of Zoom's AI-first approach to customer experience, integrating AI into the platform to enhance both self-service automation and live agent assistance [2] - The general manager of Zoom CX stated that this recognition validates the company's AI-first platform strategy and emphasizes its commitment to helping organizations improve operational efficiency and customer experience [3] Unified Platform - Zoom's inclusion in the CCaaS Magic Quadrant follows its presence in the Gartner Magic Quadrant for Unified Communications as a Service (UCaaS), showcasing the effectiveness of its unified platform strategy that combines communication and contact center capabilities [3]