Interview
heart of this are two key pillars: radical simplification and embedded AI that transforms live interaction into measurable impact. Te way we have evolved the Zoom Up Partner programme by
integrating AI into the value chain demonstrates how an AI-first channel strategy can operate in practice. Tis shiſts the emphasis away from a blanket approach and towards greater autonomy, clearer structure, and tools that support specialisation. We are enabling partners to reduce friction, move faster, and play a more strategic role in delivering customer outcomes.
What new systems, tools, or partner enablement capabilities has Zoom introduced recently? We’ve recently introduced a number of new capabilities designed to strengthen enablement and help the channel make faster, more informed decisions. A key development is the integration of the Zoom Services
Certification into Zoom Up. Tis allows formal recognition of expertise and helps customers identify the right specialist for their needs more easily. Alongside this, the launch of our new Partner Dashboard marks a
significant shiſt in programme engagement. By providing real-time visibility into targets, attainment and progression, it removes much of the complexity traditionally faced and directly connects performance to revenue opportunities. Trough embedded AI, we have also significantly improved speed
to revenue. Quoting and ordering that once took days or weeks can now be completed in minutes, enabling businesses to capture revenue opportunities within the same quarter.
What are the biggest challenges and how is Zoom adapting its programme in response? Widespread AI adoption has exacerbated what was already a highly competitive and rapidly shiſting market. While significant investment in recent years has created a lot of noise, many businesses are experiencing ‘AI fatigue’ and questioning ROI. As a result, partners are spending more time demonstrating clear, results-driven value rather than just technical capability. We’re collaborating with the channel to show how our agentic
AI platform ZoomMate can help organisations move beyond AI experimentation and deliver tangible business impact. It isn’t just a bolt-on or buzzword for our customers, but something that has a concrete effect on productivity and ROI. ZoomMate combines AI assistance, orchestration and agentic capabilities to automate tasks, accelerate workflows and move work forward. Rather than simply generating insights, ZoomMate is designed to
help drive execution by connecting conversations, decisions and actions across the business. Tis is where the next phase of enterprise AI will be defined, and something we are terming a ‘system of action’.
How is Zoom helping partners build recurring revenue plays around its broader platform? Helping partners build recurring revenue across the Zoom platform is central to our strategy, but it starts with clarity on how each area delivers value. Zoom Phone continues to see strong demand as organisations look to replace legacy telephony with cloud-based systems. Tis creates a clear
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“Growth is no longer driven by volume resale alone.”
entry point for partners to drive recurring revenue through seat-based licensing, deployment, and ongoing management services. In parallel, our customer experience portfolio, including Zoom
Contact Centre and AI-powered virtual agents, supports higher- value, services-led engagements. With these solutions, partners can deliver continuous optimisation, automation, and customer journey improvements, creating more durable and expanding revenue streams over time. ZoomMate sits across the Zoom platform as an intelligent layer
that helps connect people, workflows and business processes. With ZoomMate, the channel can help customers turn conversations into actions and completed workflows, increasing adoption and creating additional opportunities for value-added services. We connect every stage of the workflow, from conversation to action
to completion, so work doesn’t stall aſter meetings and instead moves forward to measurable results. Tis is critical in helping the channel shiſt from selling individual products to deploying integrated solutions. Features can be implemented in stages that suit the customer’s needs, creating long-term relationships and more predictable, recurring revenue streams.
What does ‘partner success’ look like for Zoom in 2026? We are increasingly defining success as the ability to deliver sustained customer value, rather than just initial sales. Tis means looking at a broader set of indicators like specialisation, services capabilities and contribution across the lifecycle, as well as how effectively they can turn customer interactions into completed work. We have placed greater emphasis on aligning our programme to
distinct routes to market, recognising that different types play specific roles in delivering customer value. Most notably, our flexible, points-based programme model ensures
businesses are rewarded for activities that align with their operating model, creating a more transparent and equitable framework across distributors, MSPs, and resellers. Tis enables each type to differentiate based on its strengths while contributing across the workflow, from engagement to execution to ongoing optimisation, as part of a broader system of action. We’re seeing strong momentum across regions where the channel
is aligning to integrated platform opportunities and investing in AI and services capabilities. In particular, ecosystems that focus on delivering results rather than standalone products are seeing the most sustained growth. Focus on where you can genuinely add value and build deep expertise
in that area. Te market is shiſting towards specialisation and results- based engagement, so clarity on strengths and how to help customers turn conversations into real business impact is essential.
July/Augst 2026 | 19
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