Zoom has taken a step that positions it even more favorably with large enterprises following a new partnership announcement with Oracle.
This go-to-market partnership will allow Zoom CX to run on Oracle Cloud Infrastructure.
“Through our partnership with Zoom, we’re bringing together the power of Oracle Cloud Infrastructure and applications with Zoom’s communication platform to give enterprises a foundation for AI-driven engagement,” says Christine Sarros, Senior Vice President of Enterprise Engineering at Oracle.
The partnership not only gives Zoom the scalability of Oracle Cloud but also opens the door to Oracle’s existing enterprise client base.
Zoom & Oracle: Expanding Enterprise Workflows
The announcement builds on one made in January, when Oracle selected Zoom Contact Center to support its own global customer service operations.
Equally, Oracle Cloud Infrastructure is currently used to power Zoom AI Companion in Saudi Arabia.
This new expansion, however, will give users of Zoom and Oracle Cloud a stronger, more connected environment that reduces silos.
“With Zoom Contact Center on OCI alongside Oracle’s market-leading applications, we’re empowering organizations to unify customer interactions, employee workflows, and data into a single intelligent system,” says Chris Morrissey, General Manager, Zoom CX.
Zoom Contact Center enables customer engagement across voice, chat, email, SMS, messaging, social, and video channels, integrating with workflows in sales, service, and support.
It also provides an accurate, real-time view of the customer journey, giving agents instant access to complete customer profiles in one place.
This reduces the need for manual data entry and minimizes administrative workloads.
Its industry-specific extensions in healthcare, financial services, retail, and hospitality can also be leveraged by organizations in those sectors.
What Does This Mean for the Industry?
This partnership raises several questions about how the UC and cloud infrastructure landscape may shift in the months ahead.
Will Zoom’s deeper integration with Oracle Cloud Infrastructure accelerate its move upmarket into the enterprise segment, particularly among organizations already standardized on Oracle applications?
For Oracle’s vast customer base, will existing cloud clients view Zoom CX as a natural extension of their ecosystem, or will integration challenges slow adoption?
At the same time, does this partnership set a precedent for large-scale enterprise vendors and cloud providers to collaborate in delivering unified “single pane of glass” service experiences?
Finally, this deal may have implications for competitors across both the contact center and UCaaS markets. How might it influence strategic partnerships from rivals such as Microsoft?
This post originally appeared on Service Management - Enterprise - Channel News - UC Today.