A Unified, AI-First Platform for Modern Enterprises
Designed with an AI-first approach, the Zoom Contact Centre enables both Indian businesses and multinational corporations (MNCs) with a domestic footprint to unify their customer and employee interactions across channels. With support for Bring Your Own Carrier (BYOC), businesses retain existing telecom providers while seamlessly migrating to Zoom’s cloud-based services, ensuring a smooth, cost-effective transition from legacy systems.
“Zoom Contact Centre will empower and enable local businesses and MNCs across industries in India to elevate customer engagement through a flexible, AI-first omnichannel solution,” said Velchamy Sankarlingam, President of Product and Engineering at Zoom.
Empowering Enterprises with Scalable Innovation
The solution utilizes Zoom’s data centers in India, ensuring data residency and compliance with local regulatory requirements—particularly for high-sensitivity sectors such as government, healthcare, and financial services.
“India is a critical market for us. Our new offering unifies collaboration and contact centre capabilities, offering enterprises secure, scalable, and AI-powered experiences,” added Sankarlingam.
AI Transforming the Contact Centre Landscape
Research by Metrigy underscores AI’s impact on CX—showing 32% improvement in CSAT scores and 27% revenue growth for companies leveraging AI. Zoom’s AI suite enhances efficiency and personalization in real-time:
- Zoom Virtual Agent: Provides seamless self-service through agentic AI and advanced conversational capabilities.
- AI Expert Assist: Supports agents with real-time suggestions, knowledge retrieval, and call summaries.
- Advanced Quality Management (launching soon): Helps supervisors with Auto Quality Monitoring, adherence tracking, and trend analysis.
Zoom Phone + Contact Centre Integration
The new launch includes integration with Zoom Phone, Zoom’s cloud telephony service also available in India. This combination supports inbound and outbound voice, delivering a Total Experience (TX) by aligning agent performance with customer expectations.
“From onboarding to automation and analytics, Zoom Contact Centre is designed to streamline operations and provide superior customer experiences,” said Sameer Raje, General Manager & Head, India and SAARC at Zoom.
Commitment to Indian Market
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