New Delhi: Zoom Communications has announced two significant moves to deepen its presence in India — the launch of its AI-powered Zoom Contact Center and the expansion of Zoom Phone to four new telecom circles. These initiatives mark a major milestone in the company’s strategy to deliver intelligent, unified communication platforms tailored for modern business environments.
Launch of Contact Center in India
Zoom has officially launched Zoom Contact Center, a modern AI-first, omnichannel contact-center-as-a-service (CCaaS) solution, optimized for video and tailored for Indian enterprises and multinational corporations operating in the country.
The platform supports multiple customer engagement channels, including voice, video, virtual agents, social media, email, and messaging apps. Built with Bring Your Own Carrier (BYOC) capabilities, Zoom Contact Center allows businesses to unify customer experience (CX) and employee experience (EX) under one AI-driven platform, creating a personalized total experience (TX). The solution will be hosted through Zoom’s India-based data centers, helping meet strict compliance standards across regulated industries like government, healthcare, and financial services.
Powerful AI Features for Agents and Supervisors
Zoom Contact Center is equipped with a suite of AI-first tools to elevate operational efficiency and customer satisfaction:
- Zoom Virtual Agent: A conversational AI that independently handles complex customer issues, reducing reliance on IT and human agents.
- AI Expert Assist: Real-time support for agents across chat, voice, and video, with instant knowledge retrieval, next-best-action suggestions, and automated summaries.
- Advanced Quality Management (May rollout): Includes Auto Quality Management and Ask Quality Management for supervisors to gain deeper performance insights.
- AI Agent Adherence: A feature that tracks agent behavior trends and helps optimize staffing and resource allocation.
Expansion of Zoom Phone to Key Indian Metro Telecom Circles
In a parallel move, Zoom also announced the expansion of Zoom Phone, its cloud-based business telephony service, to four new telecom circles:
- Mumbai
- Delhi NCR (including Delhi, Ghaziabad, Faridabad, NOIDA, and Gurgaon)
- Karnataka (Bengaluru)
- Andhra Pradesh & Telangana (Hyderabad)
This adds to its existing coverage in the Maharashtra (since October 2024) and Tamil Nadu (since February 2025) telecom circles, bringing total availability to six major telecom zones across India. Additional circles are expected to be covered soon as part of Zoom’s long-term India strategy.
Licensed by the Department of Telecommunications (DoT), Zoom Phone supports PSTN-based inbound and outbound calling, allowing enterprises to replace outdated PBX systems and consolidate their communications via Zoom Workplace.
