Zoom Phone and Contact Center Launch in India

Zoom Communications has revealed significant developments in its India operations: the extension of its cloud-based Zoom Phone service to additional telecom circles and the formal introduction of Zoom Contact Center in the nation.

Zoom Phone Now Active in Six Telecom Circles

Zoom Phone, authorised by India’s Department of Telecommunications (DoT), is now accessible in four additional telecom circles: Mumbai, Delhi NCR, Karnataka (Bengaluru), and Andhra Pradesh & Telangana (Hyderabad). This advancement enhances its current presence in Maharashtra and Tamil Nadu, expanding its reach to six vital telecom regions that encompass major Indian business and technology centres.

Engineered for distributed and hybrid workforces, Zoom Phone facilitates inbound and outbound calls over the Public Switched Telephone Network (PSTN), empowering organisations to transition from outdated PBX systems to a unified communication platform. Available as an add-on for paid Zoom accounts, this service also allows for native phone number acquisition through a self-service portal, even in areas where direct service is not yet fully operational.

The platform is enriched with AI-driven features such as post-call summaries, voicemail prioritisation, and task extraction, all included at no additional charge for qualifying accounts.

Launch of Zoom Contact Center in India

In tandem with the broader rollout of Zoom Phone, the company has also unveiled the Zoom Contact Center, an AI-focused, omnichannel contact-centre-as-a-service (CCaaS) solution specifically designed for the Indian market. This service supports a diverse array of communication channels, including voice, video, messaging applications, social media, email, and virtual agents.

Designed to improve both customer and employee experiences, Zoom Contact Center operates on Zoom’s India-based data centres to comply with local regulations, particularly for industries such as government, healthcare, and financial services.

Velchamy Sankarlingam, President of Product and Engineering at Zoom, mentioned that Zoom Contact Center will empower local businesses and multinational corporations to elevate customer interaction through a versatile, AI-first omnichannel solution. The latest offering seamlessly combines unified collaboration and contact centre capabilities into a single platform.

The solution incorporates Bring Your Own Carrier (BYOC) capabilities, allowing companies to maintain their current PSTN providers while using Zoom Contact Center for voice traffic routing. This approach provides businesses with enhanced flexibility, protects existing contracts, and eases the shift from on-premises systems to the cloud.

Sameer Raje, General Manager and Head of India & SAARC at Zoom, stated that Zoom Contact Center offers a suite of tools from onboarding to automation and analytics, creating better experiences for customers while enhancing operational efficiency. This initiative exemplifies Zoom’s ongoing commitment to the Indian market and its vision for a digital-first, AI-powered future of work.

In India, Zoom faces competition from Exotel, Ozonetel, Knowlarity, Twilio, along with established business communication providers like Cisco WebEx and Microsoft Teams. These recent announcements highlight Zoom’s objective to provide scalable, secure, and AI-enhanced solutions for contemporary enterprises in India, catering to all aspects of customer engagement and hybrid collaboration via a unified platform.