Zoom Contact Centre will quietly eat legacy platforms alive. It’s already happening

Let’s talk about the disruption nobody’s talking about. Whilst the legacy contact centre giants are busy rebranding, re-platforming, refinancing, and repackaging the same brittle architecture, Zoom is doing what it always does best: removing friction.

• No big events.

• No marketing spectacles.

• No million-dollar sponsorships.

• No TOWIE influencers.

• No desperate attempts to make the CEO go viral on LinkedIn.

Just a better product. Working. Evolving. And already live in some of the most complex environments in the world. We’re talking about contact centres with thousands of agents, global footprints, and no tolerance for downtime. The kind of enterprises that used to default to the “safe” option. Now, they’re rethinking everything.

Zoom Contact Centre is the one to watch. Not because it’s loud, but because it’s undeniably better.

The fall of the Frankenstack.

CX leaders don’t wake up thinking, “Let’s buy more complexity.” They want something that works. And preferably with less duct tape.

Legacy contact centre platforms simply weren’t built for AI. They weren’t built for async. They weren’t built for customers who expect to start a conversation on chat, switch to video, and wrap it up on mobile… seamlessly. So, what do these platforms do instead? They layer on integrations. Then layer on more integrations to support those integrations. Then train entire teams just to manage the mess they’ve created.

Zoom took a different route: they started from zero. And it shows:

• Voice, video, email, and digital messaging unified on a single platform.

• Agent and supervisor experiences that aren’t just “connected”, they’re cohesive.

• AI baked in, not bolted on.

• No need for four vendors just to deliver one customer conversation.

You don’t need to rip and replace everything overnight. But if you’re still investing in duct tape, it’s time to ask: what’s the long game here?

Zoom Virtual Agent v2: the AI nobody saw coming.

Whilst others are hyping “AI-powered” everything, Zoom actually built it.

ZVA v2 isn’t just another chatbot with a UI re-skin and a script. It’s agentic, built from the ground up with real intelligence and adaptability across both voice and chat:

• Prompt-based orchestration means real-time flexibility, not pre-built tree logic.

• It adapts across channels, both voice and digital, without doubling your config workload.

• It’s not just for deflection; ZVA v2 resolves, escalates with context, and gets smarter over time.

You’re not just automating tasks. You’re embedding decision-making into the very fabric of your CX operation. That’s what “virtual agent” is supposed to mean. And Zoom’s delivering on it.

The cracks in legacy are showing.

You can’t duct-tape your way into the future. And yet, that’s exactly what most enterprises are doing: Propping up platforms that were architected in a different era.

Every time an agent toggles between windows, every time a customer gets transferred for the third time, every time an upgrade takes six months, it’s another reminder that your tech stack isn’t scaling. In fact, it's barely surviving.

Zoom Contact Centre doesn’t compete with that. It simply replaces it.

It's not loud. But it’s relentless.

We’re already seeing it happen. Quiet migrations. Stealth rollouts. We're not talking about pilots, we're talking full-scale production rollouts for CX leaders who’ve grown tired of broken roadmap promises, sketchy reliability, and 12-month deployments.

They’re choosing Zoom because it works. Because it solves problems now, not someday. Because their teams want tools that feel modern, not “modernised.” Because they’re not just looking for tech anymore - they’re looking for momentum.

Zoom’s advantage?

• It doesn’t just sell a roadmap, it ships one.

• Deployments that take weeks, not quarters.

• A unified platform that actually reduces vendor sprawl.

• AI that doesn’t just tick a box but transforms how support and sales operate.

The end of legacy will look like this.

The age of bloated contact centre platforms is ending. Zoom isn’t coming for the crown. It’s just picking it up while no one’s looking. Welcoming a steady flow of leaders making the switch because they’re done making excuses for tech that doesn’t deliver.

Zoom isn’t necessarily disrupting the contact centre space. It’s just outperforming it.

Ready to make the quiet switch?

Acceleraate is a Zoom Platinum Partner and CX specialist helping businesses move faster, reduce complexity, and deliver better outcomes with Zoom’s AI-first platform.

If you’re ready to stop patching the past and start building what’s next, we should talk.