Empowering
people to do
their best
© 2023 Zoom Video Communications, Inc.
March 2023 Gary Sorrentino
Global CIO, Zoom

© 2023 Zoom Video Communications, Inc.
Moving forward
A CIO’s perspective

© 2023 Zoom Video Communications, Inc.
Hybrid working
A CIO’s perspective

© 2023 Zoom Video Communications, Inc. 4
4
Knowledge workers have decided…
HOW WHEN WHERE

© 2023 Zoom Video Communications, Inc.
Buzzwords
from the world
of hybrid work
Quiet quitting / Lying flat Quiet hiring Career cushioning
Juggling 2 jobs Proximity bias Productivity paranoia
Social capital 90 day rule
Chief Remote Officer

© 2023 Zoom Video Communications, Inc.
AGENDA
Market Trends
001
Predictions
002
Empowering People
003
Zoom Platform
004

© 2023 Zoom Video Communications, Inc.
6 trends for UCaas and CCaaS
Increased demand for hybrid work Growing importance of omnichannel
engagement
Advancements in AI and automation
Expansion of cloud-based solutions Interoperability and integration Focus on security and privacy

© 2023 Zoom Video Communications, Inc.
Increased demand
for hybrid work
The demand for UCaaS and CCaaS
solutions that support remote work
and collaboration is expected to
increase.
● Allows remote workers to
communicate and collaborate
with their colleagues
● Allows contact center agents to
work from anywhere and still
provide excellent customer
service
6 trends for UCaas and CCaaS

© 2023 Zoom Video Communications, Inc.
Growing importance of
omnichannel
engagement
Focus on providing seamless,
integrated, omnichannel experiences
● Manage customer interactions
across multiple channels from a
centralized platform
● Employees work together and
with customers across multiple
channels
6 trends for UCaas and CCaaS

© 2023 Zoom Video Communications, Inc.
Advancements in AI
and automation
Improves customer experiences,
increases operational efficiency and
reduces costs.
● Chatbots
● Voice recognition
● Sentiment analysis
● Predictive analytics
6 trends for UCaas and CCaaS

© 2023 Zoom Video Communications, Inc.
Expansion of cloud-
based solutions
Makes it easier and more cost
effective for organizations to adopt
CCaaS and UCaaS solutions
● Improves customer service
● Increases productivity
● Reduces costs
6 trends for UCaas and CCaaS

© 2023 Zoom Video Communications, Inc.
Interoperability and
integration
Critical to getting the most value out
of CCaaS and UCaaS solutions
● Unified communication
● CRM integration
● Reporting and analytics
● Workforce optimization (WFO)
6 trends for UCaas and CCaaS

© 2023 Zoom Video Communications, Inc.
Focus on security
and privacy
Greater emphasis on the security
and privacy of communication data
● Encryption
● Multi-factor authentication
● Access controls
6 trends for UCaas and CCaaS

© 2023 Zoom Video Communications, Inc.
Predictions for
the future of work
Organizations will embrace
a truly hybrid experience
1.

© 2023 Zoom Video Communications, Inc.
Predictions for
the future of work
Organizations will embrace
a truly hybrid experience
1.
Workspaces for digital
natives will become the norm
2.

© 2023 Zoom Video Communications, Inc.
Predictions for
the future of work
Organizations will embrace
a truly hybrid experience
1.
Workspaces for digital
natives will become the norm
2.
Meeting intelligence will
provide more actionable insights
3.

© 2023 Zoom Video Communications, Inc.
Predictions for
the future of work
Organizations will embrace
a truly hybrid experience
1.
Workspaces for digital
natives will become the norm
2.
Meeting intelligence will
provide more actionable
insights
3.
The workspace of your
dreams will come to life
4.

Empowering
people to do
their best
© 2023 Zoom Video Communications, Inc.

© 2023 Zoom Video Communications, Inc.
58%
of employees are afraid
that their skills have gone
stale since the onset of
the pandemic.
70%
feel unprepared for the
future of work

© 2023 Zoom Video Communications, Inc.
89%
said they’re motivated
to improve their skills
this year
88%
are already putting a
significant amount of time
and effort toward this
and…

© 2023 Zoom Video Communications, Inc.
OUTCOME
Unleash the human
excellence
Zoom One
● A single solution
● Meetings, Team Chat, Phone, Whiteboard
● Unified products for your employees
and customers
CHALLENGE
Upskill your workforce

© 2023 Zoom Video Communications, Inc.
OUTCOME
Employees can be
anywhere they need to be
Zoom One
● A single solution
● Meetings, Team Chat, Phone, Whiteboard
● Unified products for your employees
and customers
CHALLENGE
Provide a platform for
productivity

© 2023 Zoom Video Communications, Inc.
OUTCOME
You have to earn your
employees commute
Zoom Spaces
● Conference Rooms
● Workspace Reservation
● Digital Signage
CHALLENGE
Reimagine a modern
workplace

© 2023 Zoom Video Communications, Inc.
OUTCOME
Empower your
employees
Zoom Contact Center/ZVA
● Serving customers, clients, patients,
students, etc.
CHALLENGE
Focus on Total
Experience

© 2023 Zoom Video Communications, Inc.
OUTCOME
Intelligent working
Zoom AI & IQ
● AI Sales Intelligence
● Empowering your sales teams
CHALLENGE
AI and the latest tech

© 2023 Zoom Video Communications, Inc.
OUTCOME
Seamless working
Aka - No toggle tax
Zoom Developers
● App Marketplace
● SDK
● Allowing other tools to integrate
seamlessly with Zoom
CHALLENGE
Integration &
interoperability

© 2023 Zoom Video Communications, Inc.
Empowering people
to do their best
Unleash the human excellence
From anywhere they need to be
You earn your employees commute
Empower your employees to do their best
Turn working into intelligent working
Harmonized workflow

Thank You