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But Zoom Video aims to stay in the contact center market with its own products and services. And artificial intelligence software will likely play a role. Zoom Video has invested in Observe.AI, a startup that transforms contact center functions via AI.
At Zoom's recent "Work Transformation Summit," it showcased IQ for Sales. The product provides conversation intelligence add-on tools for business meetings.
ZM Stock: Customer Retention Key
In the business market, Zoom rivals include
RingCentral (
RNG),
Cisco Systems (
CSCO), LogMeIn and Fuze.
While paid consumer subscribers are important, the company's roots are in the enterprise market. Growth in annual recurring revenue for business customers with contracts topping $100,000 is one metric to monitor.
Zoom stock has created a $100 million fund for app developers.
In addition, Zoom Video on June 29 hired former Microsoft executive Ricky Kapur as the head of Asia Pacific marketing. The same day, it acquired German startup Karlsruhe Information Technology Solutions. The startup provides real-time language translation tools that use artificial intelligence.
According to Morgan Stanley, Zoom garners about 50% of revenue from monthly payers. Zoom aims to convert monthly business subscribers to annual contracts.
Zoom Stock: The Ma Bell Of Video Calls?
A "Zoom Meeting" refers to a videoconferencing session hosted on its cloud infrastructure. During the Covid-19 crisis, Zoom upped investments on computer servers as demand surged.
One key to Zoom's success has been a "freemium" business model. Zoom's basic video-calling package is free.
Zoom puts limits on the number of participants in a group call and the length of meetings. Often company management learns about Zoom's software after an employee reports a positive experience. Zoom software gets high ratings for ease of use and simplicity following earlier video services that provided jerky images and out-of-sync audio.
Many companies like Zoom tools because they usually don't require support from tech staff.
At the Zoomtopia user conference in mid-October 2020, Zoom management introduced "OnZoom." It's an online event platform with paid admission. In late 2021, Zoom acquired assets —event production tools — from startup Liminal.
Zoom Phone A Potential Market Disruptor?
Paid Zoom business plans cost $15 or $20 per employee and require minimums of 10 or 50 seats. Early on in the coronavirus crisis, Zoom offered online coupon codes with discounts.
The company's privacy policy notes that consumer data is shared for targeted advertising.