Summary Bullets:
• Mitel and Zoom have launched the first capabilities stemming from a partnership formed in September 2024.
• Mitel continues to build upon the market momentum it has generated since acquiring Unify in October 2023.
Mitel and Zoom have launched the first capabilities of a hybrid unified communications (UC) solution announced in September 2024 as part of a newly established partnership that saw Mitel name Zoom as its exclusive unified communications-as-a-service (UCaaS) provider. The solution features Zoom Workplace, Zoom’s AI-infused team collaboration platform, starring as Mitel’s sole UCaaS offering within its overall UC portfolio. The solution also incorporates Zoom AI Companion, Zoom’s personal AI assistant. Mitel customers who desire a transition path to UCaaS will be able to blend on-premises capabilities with a mix of private and public cloud.
The multi-phase partnership will see Zoom Workplace and Zoom AI Companion integrated with Mitel’s flagship communications platforms, including its telephony solutions. In this opening round, those offers are being integrated with Mitel OpenScape Voice and Mitel OpenScape Voice 4000 platforms, which will provide telephony features to mid-market and enterprise businesses, respectively. In addition, select Mitel devices are now Zoom Phone-certified, and Mitel OpenScape SBC is now certified to be compatible with Zoom’s bring-your-own-PBX (BYOP) and bring-your-own-carrier (BYOC) direct routing capabilities.
The partnership builds upon the market momentum, which Mitel has been steadily generating since acquiring Unify in October 2023. Mitel more than doubled its customer base to over 75 million, broadened its geographic footprint to north of 100 countries, and married its strength serving mid-market customers with Mitel Unify’s expertise in the large enterprise space. More recently, Mitel unveiled a revamped product and services portfolio combining Mitel Unify offerings. That portfolio reflects three areas: multimodal capabilities for frontline workers, vertical-specific integrations, and hybrid cloud UC. The Zoom announcement touches upon the last one.
Mitel will benefit from the cachet of having Zoom offers in its portfolio as Zoom has quickly evolved into a formidable player in the UCaaS market. Zoom has rapidly outgrown its roots as a video platform vendor, and its entry into generative AI (GenAI) has been central to securing a spot among chief competitors. The Mitel partnership is further acknowledgement that Zoom has ‘arrived,’ especially since it follows agreements with other vendors, namely Avaya (to provide a joint solution very similar to the one with Mitel) and Lumen (where Zoom contact center solutions traverse Lumen’s network).
Mitel has noted Zoom’s expertise in the enterprise space as a benefit of the partnership, and that is indeed valid as Zoom has grown its presence among enterprises. At the end of its most recent quarter, Q4 FY2025, Zoom had approximately 192,600 enterprise customers with enterprise revenue growing 5.9% YoY to $706.8 million, representing 60% of total revenue. Zoom’s legitimacy with enterprises will nicely complement that which Mitel now enjoys through Mitel Unify, translating into even more market traction for them.
The partnership offers advantages to Zoom in addition to Mitel. Zoom will gain access to Mitel’s recently expanded customer base of more than 75 million, providing a tantalizing chance to further expand its footprint and add greater luster to its reputation as a true contender in the UCaaS market. Especially intriguing to Zoom is the international composition of that customer base. Zoom views international expansion as a major opportunity as revenue from rest of world (Asia-Pacific and EMEA) sits at roughly 30% of total revenue. This coupling with Mitel will fill that need well.