Zoom Phone surpasses 10 million seats as AI drives growth
Zoom has announced that Zoom Phone, its cloud-based AI-first phone system, has reached over 10 million seats globally.
Since Zoom Phone's launch in 2019, it has seen rapid adoption across a variety of industries as more organisations transition away from legacy PBX systems towards unified communications platforms. The system is built on Zoom's scalable platform and integrates enterprise-grade features focused on flexibility and artificial intelligence-driven solutions.
Growth and adoption
Zoom Phone's global expansion reflects a broader movement within business communications towards AI-enabled unified tools. The company credits its growth to the demand for simplified management, improved collaboration, and the drive to reduce costs in increasingly digital workplaces. Businesses that have implemented Zoom Phone report direct operational benefits.
Commenting on the achievement, Chris Moss, General Manager of Zoom Phone, said:
"Reaching 10 million seats isn't just a milestone for Zoom, it demonstrates that organizations across the globe are rethinking what their phone system can do for their business. Customers are realizing tangible value via simpler management, reduced costs, and smarter interactions powered by AI. Zoom Phone isn't just replacing old PBXs; it's redefining what connected, intelligent communication looks like in the modern workplace."
Industry analysts have also remarked on the pace of adoption. Zeus Karravala, Principal Analyst at ZK Research, said:
"The achievement of 10M phone seats in such a short period of time is remarkable, but shouldn't come as a surprise. Zoom's constant innovation, customer happiness, and infusion of AI made the company a leader in meetings, and it took this same approach to phone."
Customer impact
The move to cloud-based solutions has delivered measurable results for customers. During a recent festival period, the Sydney Film Festival implemented Zoom Phone as a replacement for its previous telephony system and reported significant cost reductions.
Brock Taffe, Head of Operations and Events at Sydney Film Festival, explained:
"Moving to Zoom has been an absolute game changer. The main goal was to reduce the phone bills and, with Zoom Phone, we achieved 81% cost savings during the festival's core period."
Organisations are also leveraging the platform's features, such as AI capabilities, SMS, voicemail and integrated calling, to boost productivity and customer engagement. The addition of the AI Companion tool and integrations with other platforms enables companies to use Zoom Phone as part of a broader suite of communication services.
Platform capabilities
Zoom Phone offers PSTN coverage in over 49 countries and territories, providing organisations with the ability to unify multiple aspects of their communications. Enterprises can choose to bring their own carrier, taking advantage of both Zoom's infrastructure and their preferred telecommunications partners.
The platform's architecture is built for reliability, with service availability advertised at 99.999% uptime. The system is used across a diverse set of locations and team structures, reflecting a global workplace trend toward remote and distributed collaboration.
Market trends
As businesses face ongoing pressures to modernise operations and support flexible working arrangements, cloud telephony and AI-enabled systems are becoming core to digital transformation efforts. The unified approach taken by platforms such as Zoom Phone makes it possible for businesses to consolidate contact, messaging, and meetings into a single solution.
The latest milestone adds to Zoom's wider communications offerings, which include integrated meetings, messaging, and contact centre services designed to enhance team and customer interactions.
The shift towards cloud-based communications is expected to continue as organisations further prioritise resilience, cost-effectiveness, and adaptability in business telephony systems.
