: Zoom is transforming its platform as hybrid work becomes permanent


As Zoom Video Communications Inc. Chief Financial Officer Kelly Steckelberg sees it, the hybrid work model is here to stay — which means Zoom needs to constantly change the way it looks to customers.

The latest metamorphosis of the meetings app into a full communications platform came Wednesday with yet another extension to Zoom’s service. The company

announced Zoom IQ for Sales, a tool that lets businesses improve customer and employee experiences for the ‘work anywhere’ workforce.

With the likelihood of the pandemic to be around for years, Zoom is in the midst of a “transitional period for all employees and us as a company,” Steckelberg told MarketWatch in a — what else? — Zoom conference call. “Our platform is evolving into a new work-from-home reality.”

“Employees want flexibility and they want choice,” Steckelberg said. “Companies also needs to empower them at same time, if they are out of office a day or two a week.”

The company has evolved its app to include Zoom Phone and Zoom Events, for example, as it competes with Cisco Systems Inc.’s

WebEx and Microsoft Corp.’s

Teams for millions of Americans splitting work between home and the office. Two of tech’s highest-profile employers, Apple Inc.

and Google parent Alphabet Inc.

have committed to three-day work weeks on campus.

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