Tech Data is your authorised distributor in Australia and New Zealand.
The CX market is rethinking success.
At Enterprise Connect 2026, Zoom laid out its "resolution economy" thesis. The argument: traditional CX metrics measure efficiency, not outcomes. Customers don't care how fast their call was handled if their problem wasn't actually solved. Zoom's AI-native CX platform is built for the outcomes, not the KPIs.
"Average handle time, containment, and deflection rates measure efficiency, not outcomes. Customers don't care how fast you handled their call. They care whether you actually resolved their problem."
Four products. One AI-native CX platform.
agent-led resolution to workforce optimisation and unified insights. Built on a shared data layer
with the rest of the Zoom platform.
Zoom Contact Center
Native cloud omnichannel contact centre with voice, video, chat, SMS, email, WhatsApp, and Facebook Messenger — all in a single agent desktop. Quick to deploy, AI-powered, and competitively priced against Five9, NICE, and Genesys.
- Omnichannel routing across voice, video, chat, and social
- Native AI agent assist, summarisation, and sentiment analysis
- Built on the same platform as Zoom Phone and Workplace
- Rapid deployment compared to legacy CCaaS platforms
Zoom Virtual Agent
AI-powered conversational chatbot for 24/7 customer self-service. Resolves common queries autonomously, escalates intelligently to human agents, and integrates directly with Zoom Contact Center for seamless handoffs.
- Conversational AI trained on customer-specific data
- Web, mobile, SMS, and messaging app deployment
- Intelligent escalation to live agents with full context
- Knowledge base integration and continuous learning
Zoom CX Insights
Unified AI analytics across every customer touchpoint — turning raw interaction data into actionable insights. Combines conversational AI, sentiment analysis, and operational metrics in one dashboard.
- AI-driven sentiment and intent analysis on 100% of interactions
- Topic discovery and trending issue identification
- Agent performance and coaching insights
- Customer journey analytics across all channels
Workforce Engagement Management
Forecasting, scheduling, and quality management built natively into Zoom CX — no third-party integration required. Helps contact centres balance customer demand with agent capacity and wellbeing.
- AI-driven forecasting and demand modelling
- Automated agent scheduling and shift management
- Quality management with auto-scoring and coaching
- Native integration with Contact Center and CX Insights
Top deals were competitive
displacements of Five9, NICE, Genesys
Platform shared with Workplace.
UC install base becomes CX pipeline
Five9, NICE, Genesys displacement
Most Zoom CX deals in ANZ are competitive. We share the specific TCO models, feature comparison sheets, and migration playbooks for each of the major incumbents.
PRE-SALE
Contact centre demos & workshops
Contact centre pre-sales is a specialised skill. Our team supports scoping conversations, product demonstrations, and proof-of-value engagements alongside your sales lead.
Licensing & commercial structure
Zoom CX combines per-agent base SKUs, AI add-ons, and capacity-based pricing. We help you build customer quotes that maximise margin while staying commercially competitive.
Managed CX services enablement
For partners building a managed CX practice, we support the operational playbooks, tenant management model, and multi-tenant Zoom Contact Center design.
UC to CX cross-sell
Existing Zoom Workplace and Phone customers are your best CX pipeline. We help you identify install base ripe for expansion, and structure joint UC + CX propositions.
Path to CX Competency
The Zoom CX Competency accreditation is the credibility marker for advanced CX partners. We coordinate the skilling, customer evidence, and certification pathway.
Replacing legacy CCaaS
Customers running ageing Five9, NICE, Genesys, or 8x8 deployments looking at total cost reduction, AI capability uplift, and platform consolidation. Currently Zoom's strongest CX deal motion globally.
Mid-market consolidation wins
Customers already on Zoom Workplace expanding to Phone, then Contact Center. Consolidating UC and CX onto a single platform with unified context across meetings, phone, chat, and contact centre.
Virtual Agent rollouts
Customers wanting to automate Tier 1 customer support with an AI chatbot, with intelligent escalation to human agents. Faster ROI than full Contact Center deployments. Often a foot-in-the-door motion.
WEM consolidation
Customers running separate forecasting, scheduling, and quality management tools alongside their CCaaS — consolidating onto a single platform reduces vendor count and unlocks native integration.
Legacy on-premises contact centre
Customers retiring on-premises Cisco UCCX, Avaya, or Genesys estates. Zoom Contact Center's rapid deployment and lower TCO wins these deals on speed and cost.
CX Insights standalone
Customers with existing contact centres wanting AI-driven analytics across their interactions. CX Insights can attach to non-Zoom estates, giving partners a wedge into eventual full platform displacement.
Coming to CX from a UC deal?
Most Zoom CX wins start from an existing Workplace or Phone footprint. Explore the UC side of the platform and see how partners are building bidirectional cross-sell motions.
