Zoom’s most recent quarter highlights its transition to a system-of-action company
Of all the companies I track, Zoom Communications Inc. might be the most interesting, as it’s evolving in ways that run counter to its traditional peers.
When speaking with industry colleagues, including investors, channel partners, customers and fellow industry analysts, Zoom is often grouped into the unified communications-as-a-service or the contact center-as-a-service bucket. Zoom was a pioneer in video meetings and has used its expertise in helping people connect to expand its portfolio in several directions. It is now mainstream across phones, contact centers, messaging and other communications-centric capabilities.
However, recently the company has diverged from its peers and has been looking to disrupt the way people work, including communications, front-line worker tools, documents, e-mail and other forms of collaboration. Earlier this year, at Enterprise Connect, Zoom outlined its vision to become a “system of action” company, designed to reshape work.
The shift has left many industry pundits scratching their heads and wondering whether Zoom can succeed. I do like the shift and believe that, if Zoom is going to achieve its goal of becoming a mainstream work platform, it’s the right move. The best proof of success is customer adoption, as reflected in the most recent first-quarter 2027 earnings results.
