It provides video telephony and online chat services through a cloud-based peer-to-peer software-platform and is used for teleconferencing, telecommunication, distance education and social relations. Zoom is a recognized market leader in meeting software and is disrupting and expanding the $43 billion video conferencing market with its ease of use and superior user experience.
Zoom relies mainly on a low-touch e-commerce model that lends itself to viral adoption, but it has also established a direct salesforce to gather and serve larger, more strategic customers. The company has been adept at adding users, especially during COVID-19-induced lockdowns, and it also has several related products to upsell. Even as the lockdowns are loosening, customer retention has been better than expected.
With the 2019 introduction of Zoom Phone, which it does not plan to sell to customers who do not already have Zoom Meetings, Zoom Apps and OnZoom, the portfolio is expanding meaningfully. The company’s focus is squarely on adding as many users as possible. This starts with generating buzz and familiarity with free users, while the direct salesforce sells to enterprise accounts. Customers are growing rapidly, with larger customers numbering more than 1,999, while smaller customers total approximately 497,000.
Zoom and Five9 Terminate Merger Agreement; $252 FVE unchanged
Our $252 fair value estimate is unchanged after no-moat Zoom announced that it was terminating its $14.7 billion merger agreement for Five9. This is not entirely surprising after the Sept. 17 news that Institutional Shareholder Services recommended to Five9 shareholders that they vote against the merger coupled with the announcement several days later that the Department of Justice was investigating the acquisition. We view this as unfortunate, as the acquisition would have expanded the portfolio while deepening switching costs and creating cross-selling opportunities. We suspect that the company will continue to pursue smaller deals but believe national security issues will creep up again in larger transactions.
At the time of the announcement, we viewed the deal as strategically sharp, so we similarly view the cancellation as less than ideal. Fortunately, at its investor day on Sept. 13, Zoom announced the Zoom Video Engagement Center for customer engagement would launch in early 2022, with initial use cases targeting wealth management, doctor visits, and retail shopping. Two weeks ago, we wondered how the company would integrate this solution with Five9 when that acquisition closes. In short, we now think Zoom has the makings of an organic contact center solution, and still has a long-standing partnership with Five9 to leverage in the near term. With the rapid success of Zoom Phone as a test case, swollen coffers and strong margins, we expect the company to develop VEC relatively quickly.
Bulls Say
- Both the Zoom user base and the company’s revenue have grown rapidly and are expected to continue to do so over the next several years.
- Zoom offers a disruptive technology that is designed from the ground up as a video-first collaboration platform. Customer satisfaction is well above video conferencing peers.
- Zoom’s low-touch, low-friction model should eventually drive strong margins. The company has already produced a full year of positive GAAP profitability, which is well ahead of other high-growth software.
Company Profile
Zoom Video Communications provides a communications platform that connects people through video, voice, chat, and content sharing. The company’s cloud-native platform enables face-to-face video and connects users across various devices and locations in a single meeting. Zoom, which was founded in 2011 and is headquartered in San Jose, California, serves companies of all sizes from all industries around the world.
(Source: Morningstar)
General Advice Warning
Any advice/ information provided is general in nature only and does not take into account the personal financial situation, objectives or needs of any particular person.