Software Sundays; Zoom Earnings Preview

Research evidence excerpt

Software Sundays; Zoom Earnings Preview

May 17, 2026

Zoom F1Q27 Earnings Preview

Pre QP notes:

●Phone momentum broadening with enterprise wins. Management

cited several large competitive displacements, a Fortune 10 company

(40k) seats, a leading U.S. bank expanding from 100k to 150k seats,

and a separate bank displacing both Cisco calling and Microsoft Teams

on regulatory concerns. Phone is increasingly positioned as a disruptor

into Microsoft shops where Teams calling does not hold up, particularly

in regulated verticals like financial services and healthcare.

●AI-driven phone engagement deepening. AI usage within phone (call

summaries, voicemail prioritization) is increasing, with management

characterizing phone as more ingrained in Zoom's overall AI narrative.

The product's strength in regulated industries with full-featured

requirements and its coexistence with Microsoft environments is

emerging as a repeatable go-to-market angle, supporting cross-sell

into existing Zoom collaboration accounts.

●Platform integration thesis driving CCaaS wins. Management

attributed competitive wins to two-layer platform integrations,

employee experience and customer engagement combined through

AI. The combination of Phone, CCaaS, and virtual agent in an

integrated platform is cited as the primary reason Zoom wins, with

agentic handoffs between virtual and human agents serving as a

key differentiator. Management characterized this as a repeatable

enterprise story rather than one-off deal dynamics.

●AI Companion 3.0 positioned as horizontal enterprise AI platform.

The updated AI Companion is framed as a full-platform AI vision with

broad third-party connectivity rather than a feature-level addition.

Management characterized it as a strategic bet customers are making