Zoom Communications has entered into a go-to-market partnership with Oracle to help improve and scale how businesses handle customer engagement. The partnership means that Zoom’s customer experience platform, known as Zoom CX, will now operate on Oracle Cloud Infrastructure. This gives more organisations access to faster resolutions and intelligent self-service across multiple channels.
In January, Oracle began using Zoom Contact Centre for its own global customer service operations, connecting thousands of its agents to customers through a single system. Large enterprises can now use Zoom’s AI-driven communication tools alongside Oracle’s trusted cloud infrastructure to build smoother and more connected customer interactions because of this.
Zoom explained that the collaboration will help businesses deliver a consistent customer experience through voice, chat, email, messaging, social media and video. These can all link directly to internal workflows for sales, service and support teams. So, when a service call is logged, it can automatically update a customer’s record and trigger a task for a sales representative to follow up.
How Does It Change The Customer Experience?
The partnership creates a set up where customer service becomes more immediate and informed. Agents can now see a complete customer history from the first contact to resolution in one central view. Putting together Zoom’s communication tools and Oracle’s unified data model across departments like sales, finance and supply chain gives staff an accurate picture of the customer’s journey and needs.
This unified system means faster responses and fewer errors caused by data gaps. When employees don’t have to move between different platforms or manually re-enter information, they can spend more time actually helping customers instead of managing systems. Zoom said this structure cuts down on administrative work and increases the quality of each interaction.
Customers in healthcare, finance, retail and hospitality are expected to benefit the most because Oracle already has strong systems designed for those areas. The joint technology allows each business to create unique ways on how it serves customers in line with its specific industry needs.
How Big Is The Deal?
Zoom confirmed that Oracle’s adoption of its contact centre solution is a 15,000-seat cloud contact centre deal, which would make it Zoom’s largest ever. Earlier this year, Zoom mentioned it had secured a major agreement with a Fortune 100 company but had not named it at the time. It is now confirmed that this company was Oracle.
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There clearly is growing confidence in cloud-based communication tools at enterprise level. It also shows just how two established technology firms can use each other’s strengths to deliver better business outcomes. Oracle gains from Zoom’s modern, AI-based communication design, while Zoom benefits from Oracle’s reach, reliability and secure cloud environment.
Businesses can expect a more connected structure between their front-end and back-end operations. Sales, service and support departments can work in sync rather than as separate units. This helps teams respond faster and make better-informed decisions based on real-time data.
Zoom and Oracle are positioning themselves as partners that help businesses improve customer satisfaction while also supporting employee efficiency. Their systems are built to make service delivery smoother and communication more human… even at the scale of large global enterprises.
Together, they are creating a model that other companies may follow, where communication tools and data platforms are no longer separate pieces but function as one. This could become the standard for how large businesses run customer engagement in the years ahead.
Christine Sarros, Senior Vice President of Enterprise Engineering at Oracle, said: “We’re focused on helping organisations deliver exceptional customer experiences and achieve better business outcomes.”
“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.”
Chris Morrissey, General Manager, Zoom CX also commented: “Customers want more than a conversation – they want results. With Zoom Contact Centre on OCI alongside Oracle’s market leading applications, we’re empowering organisations to unify customer interactions, employee workflows, and data into a single intelligent system. The outcome is faster resolutions, stronger relationships, and measurable value at scale.”
