At Zoomtopia 2021, Zoom launched its Video Engagement Center. It was intended to be complementary to CCaaS solutions, including Five9, which Zoom was in the process of acquiring. That acquisition did not occur, but Zoom’s vision and intention to be in the contact center did not diminish.
It was safe to assume something was coming from Zoom. Last year it was willing to spend about $16 billion to get into CCaaS. The question this year has been would Zoom make another acquisition attempt or opt to build its own. Because CCaaS is so complex many observers have been expecting another acquisition attempt. However, Zoom isn’t particularly big on acquisitions. It has only made a few acquisitions in its history, and they have been technology tuck-ins, not platforms.
