Zoom Video Communications Acknowledged as a Key HR Software Provider by APPS RUN THE WORLD in the HCM Top 500 Market Report

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195 Zoom Video Communications

Zoom Video Communications Strengths, Domain Expertise, and Key Differentiators

Zoom Video facilitates seamless connections by offering video, voice, chat, and content-sharing capabilities. It enables face-to-face video experiences for numerous participants in a single meeting, regardless of diverse devices and locations.

Zoom Video Communications Recent Developments

In the fiscal year 2023, Zoom unveiled the Zoom Contact Center, an omnichannel solution specifically designed for video interactions seamlessly integrated into the Zoom platform. Additionally, Zoom introduced the Zoom Whiteboard, a persistent collaboration tool for team discussions within and outside of meetings. Another notable addition was Zoom IQ for Sales, a conversation intelligence software embedded in Zoom Meetings. This software delivers valuable insights from customer interactions, empowering sales teams to enhance performance and elevate customer experiences.

September 2023 marked the widespread availability of Zoom's Workforce Engagement Management suite, encompassing Workforce Management and Quality Management tailored for Contact Center customers. These additions represent the latest advancements in Zoom's customer experience solutions portfolio, aimed at facilitating a more effective and efficient work environment for support teams.

The Zoom Workforce Engagement Management suite enhances the customer experience (CX) software offering by enabling users to scale team operations, optimize agent schedules, address staffing challenges, and enhance agent engagement through Workforce Management. Additionally, it provides valuable feedback and coaching opportunities to boost agent motivation and performance through Quality Management. Both solutions seamlessly integrate with Zoom's cloud contact center.

March 2023 saw the introduction of Zoom Docs, a versatile AI-powered workspace tailored to tackle the challenges of contemporary hybrid work environments.

With Zoom Docs, teams gain the ability to not only create documents but also establish wikis and streamline workflows seamlessly within the Zoom platform. This modular, user-friendly, and adaptable tool integrates smoothly with both Zoom and third-party applications, facilitating effortless document creation, collaboration, project management, and organizational tasks for teams and individuals alike.

Starting from February 2023, Zoom Mail and Calendar are now widely accessible, featuring both client experiences (Zoom Mail Client and Zoom Calendar Client) and service components (Zoom Mail Service and Zoom Calendar Service). Lastly, the introduction of Zoom Virtual Agent marked the launch of an AI-powered chatbot capable of understanding customer queries and providing accurate responses swiftly.

Zoom Video Communications Mergers and acquisitions (M&A) Activities

Zoom expanded its platform capabilities in April 2023 through the acquisition of Workvivo. This strategic move aims to provide Zoom customers with innovative solutions for keeping employees informed, engaged, and connected.

Established in 2017, Workvivo specializes in an employee experience platform that seamlessly integrates advanced internal communication and engagement tools, a social intranet, and an employee app. These components converge into a central hub, serving as the core of a company's digital ecosystem.

Zoom made a strategic acquisition in May 2022 by incorporating Solvvy, a platform specializing in conversational AI and automation for customer support. This collaboration aims to enhance customer service experiences for a worldwide enterprise audience. The combined efforts of Zoom and Solvvy will expedite the exploration of new opportunities within the realms of contact center solutions and customer support.

Amidst the ongoing pandemic, the surge in virtual events led Zoom to acquire event solutions assets from Liminal, an event production startup, in December 2021. This strategic move is aimed at addressing the evolving demands of the industry.

Leveraging Liminal's solutions, such as ZoomISO and ZoomOSC, significant improvements in individual video outputs and sound controls are anticipated within Zoom meetings. This acquisition reflects Zoom's commitment to enhancing the virtual event experience in response to the changing landscape shaped by the persistence of the pandemic.

Zoom Video Communications Customers in ARTW Customer Database

Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying Zoom Video Communications applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of Zoom Video Communications and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified Zoom Video Communications customers.

Zoom Video Communications Key Cloud and HCM Applications

Zoom Video Communications

Zoom Video Communications HCM and Cloud HCM Applications Revenues, $M:

Type/Year20222023YoY Growth, %
Total Revenues, $M Subscribe Subscribe Subscribe
HCM Applications Revenues, $M Subscribe Subscribe Subscribe

* HCM Applications Revenues = License + Support & Maintenance + SaaS ( Hardware and Prof. Services are Excluded )
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.

Zoom Video Communications Revenue Breakdown by Type:

TypeLicenseServicesHardwareS&MSaaSPaaSIaaSOtherTotal
% of Total Revenues Subscribe Subscribe Subscribe Subscribe Subscribe Subscribe Subscribe Subscribe 100%
Revenues, $M Subscribe Subscribe Subscribe Subscribe Subscribe Subscribe Subscribe Subscribe Subscribe

Zoom Video Communications Total and HCM Applications Revenues by Region:

Region% of Total Revenues2023 Total Revenues, $M2023 HCM Applications Revenues, $M
Americas Subscribe Subscribe Subscribe
EMEA Subscribe Subscribe Subscribe
APAC Subscribe Subscribe Subscribe
Total Subscribe Subscribe Subscribe

Zoom Video Communications Direct vs Indirect sales

RegionDirect SalesIndirect SalesTotal
Type % Subscribe Subscribe Subscribe
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Zoom Video Communications Customers - Breakdown by Geo, Size, Vertical and Product

List of Verified Zoom Video Communications Customers


No. of Zoom Video Communications Customers: 512100

No. of Zoom Video Communications HCM Applications Customers: x

No. of Zoom Video Communications Cloud HCM Customers: x

No. of Zoom Video Communications Cloud HCM Subscribers: x


Zoom's diverse customer base spans various industry categories, including education, entertainment/media, enterprise infrastructure, finance, government, healthcare, manufacturing, nonprofit/not-for-profit and social impact, retail/consumer products, and software/internet. Notably, no individual customer accounted for more than 10% of Zoom's total revenue in the fiscal year ending on January 31, 2023.

Some of Zoom's notable customers include VMware, Uber, Workday, ServiceNow, Splunk, Zuora, the University of San Francisco, Kansas State University, Lucidchart, the University of Washington, Columbia Business School, SONOS, The University of Arizona, and many others.

Zoom Video Communications Market Opportunities, M&A and Geo Expansions

As of January 2024, Zoom introduced enhanced AI Companion capabilities aimed at fostering improved connection, productivity, and collaboration throughout the platform. Complementing additional upgrades in Zoom Team Chat, Zoom Whiteboard, and Zoom Meetings, the Zoom AI Companion, the company's generative AI assistant provided at no extra charge, now facilitates administrators in tracking AI usage and adoption. Furthermore, contact center agents can leverage these capabilities to enhance their interactions with customers.

Also in January 2024, Zoom unveiled a novel application tailored for Apple Vision Pro, offering users the capability to engage with colleagues and customers in a heightened, immersive setting. The Zoom app for Apple Vision Pro seamlessly integrates video conferencing into users' physical surroundings, erasing the boundaries between in-person and remote meetings. Leveraging the infinite canvas on Apple Vision Pro, this innovation fosters a more connected and inclusive experience for distributed teams.

As of November 2023, Zoom introduced Zoom Clips on a global scale, enabling users to effortlessly capture, edit, and share concise, high-quality video messages for both internal and external communication. This feature facilitates asynchronous communication, aiding teams in minimizing the need for meetings and reducing time lost to unclear communication.

In July 2023, Zoom introduced the Zoom Contact Center in Japan, accompanied by the release of the Japanese version of Zoom Virtual Agent. This intelligent conversational AI and chatbot solution aims to assist companies in enhancing customer connections and facilitating more efficient communication on a broader scale.

Zoom Video Communications Risks and Challenges

The business prospects of Zoom may be influenced by economic changes, including factors like high inflation, recessions, uncertain environments, fluctuations in foreign currency exchange rates, and global events such as the Russian invasion of Ukraine and ongoing trade disputes involving the United States, China, and other nations.

Commencing in early 2020, Zoom experienced a substantial global surge in software usage due to quarantine measures implemented in response to the COVID-19 pandemic. However, the company's software products faced scrutiny from the public and media regarding security and privacy concerns. In 2021, Zoom's shares declined by 14.71% after the company warned investors of a revenue growth slowdown, prompting Wall Street firms to adjust their price targets. Initially regarded as a pandemic success story, Zoom transformed from a relatively niche business software to a widely used household product, meeting the needs of millions of users for work, school, and socializing. Nevertheless, as people gradually return to work and school, Zoom's growth is showing signs of slowing down.

Zoom Video Communications Ecosystem, Partners, Resellers and SI

May 2023 witnessed Zoom's declaration of a strategic partnership and investment in Anthropic, an AI safety and research company dedicated to constructing dependable, interpretable, and controllable AI systems. This collaboration is set to enhance Zoom's federated AI approach, enabling the integration of Anthropic's AI assistant, Claude, with Zoom's comprehensive platform, encompassing Team Chat, Meetings, Phone, Whiteboard, and Zoom IQ, initially starting with Zoom Contact Center.

November 2022 witnessed a collaboration between Zoom and ServiceNow aimed at crafting robust communications, collaboration, and service delivery solutions to enhance both employee and customer experiences. This expanded partnership introduces new apps and integrations, complementing existing Zoom Phone and Team Chat integrations and the Notify Zoom Connector. Joint customers now have the opportunity to optimize the employee experience and enhance the delivery of customer service through these comprehensive solutions.

Zoom Video Communications Cloud Platform (PaaS) and Infrastructure (IaaS) Details

Subscribe to read more about:

  • Zoom Video Communications Public Cloud and Infrastructure (IaaS)
  • Zoom Video Communications Platform (PaaS)
  • Zoom Video Communications Application Delivery
  • Zoom Video Communications Private Cloud and Data Centers

Research Methodology

Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.


Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).


For additional information on our methodologies, here's the link:

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