For the past six months, it has been rumored Zoom was in the market to either buy or build a Contact Center. To accommodate its rapid expansion, the incorporation of additional “tools” and adjacent markets to Meetings, Rooms, Chat, and UCaaS also became an increasingly desirable option. Enter—the only CCaaS pure-play vendor left at scale on the public market (at least in terms of revenue, installed base, product maturity)—Five9.
In one of the most well-orchestrated moves in recent time, Zoom will aim to own the entire “born in the cloud” communications stack, and value chain with all its adjacencies (i.e., VCaaS, UCaaS, CPaaS, CCaaS) and emerging artificial intelligence / intelligent voice assistant (AI / IVA) workflow capabilities. Combined, this combination lands Zoom into a $100B+ video-enabled Collaboration and Customer Engagement market.
The detailed report includes detailed analysis of Zoom’s strategic rationale and broader market implications including:
Read full version here.