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Zoom CEO Eric Yuan. Photo by Bloomberg

Zoom Executives Have Discussed an Expansion Into Contact Center Market

Photo: Zoom CEO Eric Yuan. Photo by Bloomberg

Zoom Video Communications’ pockets are full of cash after a $2 billion secondary offering of its shares last month. But where will it spend the money?

One possibility: an acquisition of one or more companies in the contact center market, a fast-growing software business that helps companies field customer service requests through phone, email, text message, social media and video. Over the past year, Zoom CEO Eric Yuan and other company leaders have privately discussed making a full-blown entry into the contact center market, according to two people with direct knowledge of the matter. The talks have focused on whether Zoom should acquire a company to accelerate this move or develop contact center features of its own to compete head-to-head with established companies, the people said.

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