Zoom grows India presence with expansion to Zoom Phone and launch of Zoom Contact Center

Zoom Communications has made significant strides in its operations in India with the recent announcement of two key developments: the rollout of its cloud-based Zoom Phone service across additional telecom circles and the introduction of its Zoom Contact Center in the region. The Zoom Phone service is now operational in six major telecom circles, including Mumbai, Delhi NCR, Karnataka (Bengaluru), and Andhra Pradesh & Telangana (Hyderabad). Previously available in Maharashtra and Tamil Nadu, this expansion enhances Zoom's presence in crucial business and technology hubs across India. Designed to cater to hybrid and distributed workforces, Zoom Phone facilitates inbound and outbound calls over the Public Switched Telephone Network (PSTN), allowing businesses to transition from outdated PBX systems to a more integrated communication platform. Zoom Phone is offered as an add-on for paid account users and includes features such as native phone number acquisition via a self-service portal, even in areas where direct service isn’t yet accessible. Additionally, the service boasts AI-driven tools like post-call summaries, voicemail prioritization, and task extraction, all available at no extra charge for qualifying accounts. In conjunction with the phone service expansion, Zoom has also unveiled its Zoom Contact Center, an AI-centric omnichannel contact center-as-a-service (CCaaS) tailored for the Indian market. This innovative solution accommodates multiple communication channels, including voice, video, messaging apps, social media, email, and virtual agents. Hosted on local data centers, the Zoom Contact Center is designed to comply with local regulations, making it particularly suitable for industries such as government, healthcare, and finance. "Zoom Contact Center will empower local businesses and multinational corporations in India to enhance customer engagement through a flexible, AI-driven omnichannel solution," stated Velchamy Sankarlingam, President of Product and Engineering at Zoom. The platform incorporates Bring Your Own Carrier (BYOC) capabilities, allowing companies to maintain their existing PSTN providers while leveraging Zoom Contact Center for voice traffic management. This feature offers businesses increased flexibility, preserves current contracts, and eases the transition from on-premises systems to cloud-based solutions. "From onboarding to automation and analytics, the Zoom Contact Center provides tools that enhance customer experiences and improve operational efficiency," remarked Sameer Raje, General Manager and Head of India & SAARC at Zoom. These advancements underscore Zoom's commitment to the Indian market and its vision for a digitally-driven, AI-enhanced future of work. In a competitive landscape that includes players like Exotel, Ozonetel, Knowlarity, Twilio, as well as major business communication platforms such as Cisco WebEx and Microsoft Teams, these initiatives highlight Zoom's strategy to deliver scalable, secure, and AI-optimized solutions for contemporary enterprises in India.