Zoom Communications has officially launched its AI-first Zoom Contact Centre in India, introducing a comprehensive, omnichannel contact-centre-as-a-service (CCaaS) platform tailored to meet the dynamic needs of modern enterprises. Designed to enhance customer and employee engagement, the solution offers seamless integration of voice, video, virtual agents, social media, messaging applications, and email, making it one of the most versatile offerings in the market.

The platform’s launch underscores Zoom’s commitment to India as a strategic growth market, offering advanced capabilities including Bring Your Own Carrier (BYOC), intelligent automation, and compliance-focused infrastructure. With AI playing a central role, Zoom Contact Centre facilitates seamless customer journeys across multiple channels—empowering agents with full context and reducing redundancy in communication.

“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 that enables customers to meet local regulatory and compliance requirements,” stated Velchamy Sankarlingam, President of Product and Engineering at Zoom. “Our investment in India highlights our focus on delivering secure, scalable, and future-ready solutions to global enterprises.”

Zoom’s infrastructure leverages local data centres in India, ensuring low latency and adherence to regional compliance mandates—especially important for sectors like banking, healthcare, and public services. The platform supports a “total experience” (TX) model, integrating customer experience (CX) with employee experience (EX) to foster efficient collaboration and service delivery.

Industry experts have lauded Zoom’s move. Robin Gareiss, CEO of Metrigy, remarked, “Companies that integrate AI into their CX strategy typically see a 32% increase in CSAT and a 27% revenue boost. The launch of Zoom Contact Centre in India is poised to bring these performance enhancements to a new and growing market.”

A standout feature is the BYOC model, allowing businesses to retain their existing PSTN service providers while routing calls through Zoom’s cloud platform. This minimises transition costs, simplifies deployment, and supports continued use of existing phone numbers and negotiated rates. It’s a particularly attractive option for enterprises transitioning from traditional PBX systems.

Zoom Contact Centre’s AI suite includes Zoom Virtual Agent—a conversational AI tool designed for efficient self-service—and AI Expert Assist, which provides real-time guidance to agents. Supervisors will soon benefit from advanced quality management tools and AI Agent Adherence features, optimising workforce performance and streamlining service quality monitoring.

The platform is further enhanced by the integration of Zoom Phone for inbound and outbound calling, contributing to a unified communications environment that improves both internal workflows and external customer interactions.

“With Zoom Contact Centre, we’re providing a robust, intelligent platform that helps businesses meet rising expectations in today’s digital-first economy,” said Sameer Raje, General Manager and Head, India and SAARC at Zoom. “This launch represents a significant milestone in our ongoing commitment to India’s digital transformation journey.”

As AI continues to redefine customer engagement, Zoom’s latest offering positions it at the forefront of intelligent, integrated, and scalable contact centre solutions in India.

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