Zoomtopia 2025 was a showcase of just how far the platform has evolved from its video conferencing roots. It’s now operating at the intersection of AI, UCaaS, CX, and intelligent spaces, creating new dynamics for how people work, connect, and serve customers. For those helping organisations shape these environments, there’s plenty to unpack…
From Assistant to Agent
Zoom’s AI Companion 3.0 made a strong impression, stepping into a more autonomous role. No longer just a meeting assistant, it can now summarise conversations across platforms like Teams and Google Meet, suggest which meetings to skip, and even take proactive actions on behalf of the user. This shift from helper to co-worker introduces new dynamics in the way organisations manage time, productivity, and information flow and raises interesting questions about adoption, governance, and enablement.
Virtual Agents transforming CX
Zoom showcased just how far its Virtual Agent tools have come. With AI powering real-time responses and self-service journeys, average handling times can drop by 40%, and first-contact resolution can rise by 20%. Rather than replacing humans, these tools are freeing up agents to focus on more complex, high-value interactions, a trend that will resonate differently across industries, depending on how customer journeys are designed.
Smarter sales and service
The evolution of Zoom Revenue Accelerator is a clear signal of where sales enablement is heading. AI now helps teams track conversations, extract insights, and automate follow-ups, all while integrating with platforms like Salesforce and ServiceNow. At Zoomtopia, it was evident that the focus is shifting toward building more connected, data-driven experiences, where platforms talk to each other and customer interactions become part of a wider loop.
Rooms still matter
Zoom Rooms are becoming increasingly intelligent. Improved voice detection, smarter framing, and integrated AI summaries were all highlighted at Zoomtopia, reinforcing the role of physical spaces in making hybrid work even more productive. None of this works without the right hardware and installation, which means integrators play a critical role in delivering environments that allow these new features to shine.
Zoom also spotlighted new hardware partnerships, including Zoom for Cisco Rooms, bringing native Zoom support to Cisco devices, and support for HP Dimension with Google Beam, pointing to future immersive, 3D collaboration experiences. These moves reinforce Zoom’s open ecosystem approach, great news for integrators working across multi-vendor environments.
Education and solopreneurs in focus
Two standout initiatives showed Zoom’s widening lens. The $10 million AI in Education Grant Programme, aimed at schools, universities, and nonprofits, underlines the importance of accessibility and innovation in learning environments. Meanwhile, the new Solopreneur 50 list recognises the growing number of one-person businesses using Zoom to scale. Different ends of the spectrum, but both rely on flexible, easy-to-use tools that can adapt to specific needs.
The channel opportunity
Zoom has reaffirmed its commitment to the channel, projecting that over 50% of its global business will go through partners by FY26, with even higher figures expected in EMEA. That’s an open door for integrators and resellers to wrap services around Zoom’s technology, deployment, integration, training, and ongoing support. Zoomtopia 2025 made it clear that the future belongs to those who can bridge tech and experience.
Want to dig deeper into what Zoom’s latest updates could mean for your customers? Email me at bartek.biernat@tdsynnex.com
