Zoom Communications, Inc. (NASDAQ: ZM) today announced
the launch of Zoom Contact Center in India, delivering a modern, AI-first, omnichannel
contact-center-as-a-service solution (CCaaS) optimized for video. Zoom Contact Center
supports a wide range of channels, including voice, video, virtual agents, social media, email,
and messaging apps. The launch enables businesses in India and global multinational
corporations (MNC) with a domestic presence to unify customer and employee engagement
through a single AI-first platform. This intelligent and scalable contact center solution with
Bring Your Own Carrier (BYOC) capabilities offers a personalized total experience (TX) by
integrating customer experience (CX) and employee experience (EX).
“Zoom Contact Center will empower and enable local businesses and MNCs across industries
in India to elevate customer engagement through a flexible, AI-first omnichannel solution that
enables customers to meet local regulatory and compliance requirements and addresses the
evolving needs of today’s customers,” said Velchamy Sankarlingam, president of Product and
Engineering at Zoom. “India is a critical market for us, and our latest offering brings the power
of unified collaboration and contact center capabilities onto one platform. This reflects our
commitment to delivering secure, scalable, and innovative solutions for modern enterprises in
every market, including India.”
Zoom Contact Center utilizes the Zoom data centers in India to handle its services, supporting
customer expectations and compliance requirements, particularly in sectors such as
government, healthcare, and financial services.
“Our research has documented the substantial business metric improvements when
companies use AI in their CX strategies. For example, AI in CX increases Customer Satisfaction
Score (CSAT) by 32% and revenue by 27%,” said Robin Gareiss, CEO of Metrigy. “Zoom
Contact Center’s launch in the Indian market will only expand these types of benefits to
another region. Those who leverage BYOC can quickly deploy the technology to add AI,
automation, and analytics to their customer interactions.”
Zoom’s BYOC capabilities allow businesses to retain their existing public switched telephone
network (PSTN) service provider while routing voice traffic through the Zoom Contact Center
cloud. This gives companies more flexibility and control over their telephony infrastructure
and offers a clear, manageable migration path from legacy on-premises PBX systems to the
cloud.
With this capability, customers in India can take advantage of Zoom Contact Center’s features
while keeping their existing phone numbers and calling rates with their preferred carrier.
BYOC also simplifies migration, reduces friction with existing carrier contracts, supports
global operations through local providers, and offers pricing flexibility by preserving
negotiated rates and avoiding early termination fees. This flexibility lays a strong foundation
for innovation, particularly as artificial intelligence emerges as a transformative force in the
evolving contact center landscape
AI is reshaping the future of customer engagement, and Zoom Contact Center is built to lead
that evolution. From self-service solutions to predictive analytics and auto-summarization
capabilities, AI has the potential to significantly improve contact center efficiencies, boost
agent productivity, and enhance customer satisfaction. AI helps customers move smoothly
across channels without repeating information, as agents have full visibility into each
interaction. This creates a unified, intelligent workflow that enables a “total experience”—a
seamless solution that goes beyond the traditional contact center to empower agents and
strengthen collaboration across the organization. Zoom Contact Center’s current AI-first
products include:
● Zoom Virtual Agent is an intelligent AI-first solution that makes self-service a breeze
with agentic AI and intuitive conversational fluency. It independently understands your
customers’ needs and efficiently handles complex end-to-end issues with ease. Zoom
Virtual Agent takes the heavy lifting from IT and support teams while providing hassle-
free self-service that just works.
● Zoom Contact Center is built with AI-first capabilities that support both agents and
supervisors. With AI Expert Assist, agents receive real-time support across voice, chat,
and video through instant knowledge retrieval, next-best-action suggestions, and
automated summaries.
● For supervisors, Zoom expects to roll out Advanced Quality Management features in
May, including Auto Quality Management and Ask Quality Management, to streamline
performance insights, while AI Agent Adherence will help track trends and optimize
staffing.
● Zoom Contact Center also supports inbound and outbound cloud-based voice calling
via Zoom Phone, also available in India. It allows users to utilize the features of Zoom
Phone while using a contact center solution to handle calls. This facilitates a total
experience in a unified solution that goes beyond the contact center, empowers agents,
and makes collaboration seamless for employees and customers.
“From onboarding and supporting, automation and analytics, Zoom Contact Center offers
features that help provide better experiences for customers,” said Sameer Raje, general
manager and head, India and SAARC, Zoom. “This launch marks another milestone in Zoom’s
commitment to the Indian market—helping businesses streamline operations, elevating the
total experience, and staying ahead in a digital-first world.”