The Brief: Zoom Video Communications, Inc. has entered into a strategic go-to-market partnership with Oracle to strengthen enterprise customer engagement through faster resolutions, integrated workflows, and AI-driven self-service. As part of the collaboration, Zoom’s customer experience platform, Zoom CX, now operates on Oracle Cloud Infrastructure (OCI), enabling broader enterprise adoption. Oracle has also selected Zoom Contact Center to support its own global service operations, integrating it with Oracle Service workflows to enhance agent productivity. The partnership brings together Oracle’s secure, scalable cloud foundation and Zoom’s communication tools to streamline omnichannel interactions and workforce efficiency.
Learn full details of the announcement about Zoom and Oracle’s collaboration at news.zoom.com.
Analyst Perspective: Through its alliance with Oracle, Zoom advances efforts to unify communication intelligence with enterprise-grade infrastructure.
Operating Zoom CX on Oracle Cloud Infrastructure gives organizations access to a secure, high-performance environment for managing large-scale customer interactions. The collaboration enhances cross-channel visibility by linking communication workflows directly with Oracle’s business applications, creating a more informed and responsive service model. Oracle’s internal use of Zoom Contact Center serves as a validation case, showcasing measurable improvements in service coordination and resolution times.
For industries with complex engagement needs—such as retail and hospitality—the joint solution offers operational flexibility and scalability. This partnership exemplifies how cloud-based ecosystems can support AI-enabled engagement while maintaining compliance across regions.
As enterprises continue prioritizing efficiency and customer satisfaction, such integrations will play a central role in modernizing global customer experience strategies.
The integration of Zoom CX with Oracle Cloud Infrastructure enables enterprises to manage omnichannel interactions through a single, unified platform. Customer conversations across voice, chat, email, and video can now connect seamlessly with Oracle’s service and sales workflows. This unified system allows service teams to access real-time data, ensuring accurate and personalized responses. Through merging Zoom’s AI-driven communication capabilities with Oracle’s business intelligence tools, enterprises can improve responsiveness and reduce operational delays. The joint solution supports streamlined information sharing between departments, helping employees resolve issues efficiently. This collaboration reflects both companies’ focus on empowering organizations with intelligent, integrated tools that simplify customer engagement and elevate overall operational performance.
Through this collaboration, enterprises can eliminate manual data entry and reduce reliance on separate communication systems. Integrating Zoom Contact Center with Oracle’s workflow automation provides a consistent, synchronized experience across departments. Agents gain access to comprehensive customer profiles in one view, allowing faster issue resolution and improved continuity. This alignment reduces administrative tasks, enabling staff to focus more on customer relationships. Furthermore, Oracle’s adoption of Zoom Contact Center internally illustrates how integrated AI and automation can transform support operations at scale. Through connecting communication and workflow platforms, organizations can achieve measurable gains in productivity, accuracy, and collaboration across geographically distributed teams.
Zoom’s deployment on Oracle Cloud Infrastructure ensures enterprise-grade reliability, security, and compliance for global users. The solution’s scalability allows businesses to maintain consistent service quality across multiple regions while meeting industry-specific standards in sectors such as healthcare, financial services, and retail. Organizations benefit from Oracle’s robust cloud infrastructure combined with Zoom’s intuitive engagement tools, offering a dependable foundation for AI-enhanced service delivery. This trusted framework helps companies address growing customer demands without compromising data protection or regulatory compliance.
The alliance highlights how enterprises are moving toward integrated platforms that combine AI and communication intelligence for improved customer experiences. Through combining Oracle’s proven cloud infrastructure with Zoom’s communication and contact center solutions, enterprises gain access to a unified system designed to enhance both customer satisfaction and operational efficiency. The collaboration extends beyond technology, offering a scalable framework adaptable to evolving business needs and regional compliance requirements.
As organizations continue to expand digital engagement strategies, this alliance provides a reliable model for improving service quality, accelerating response times, and empowering employees to make data-informed decisions. Zoom and Oracle are setting a new benchmark for enterprise communication—one that prioritizes agility, trust, and customer-centered innovation in the digital era.
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