In this exclusive conversation, Sameer Raje, General Manager and Head of Business, India & SAARC at Zoom, shares with Anannya Saraswat, Reporter (Public Sector & Leadership) at CXO Media and APAC Media, insights on how the company is transforming enterprise collaboration in India.
He talks about Zoom Phone’s global milestone, the role of AI-first customer experience (CX) analytics, and how the integration of Zoom Phone and Zoom Contact Center is redefining unified communication and customer experience (CX) for Indian enterprises.
Zoom Phone has recently crossed 10 million seats globally, which is a major milestone. How do you see this shaping Zoom’s positioning in the Indian enterprise collaboration market, especially against traditional PBX systems and local cloud telephony providers?
Crossing 10 million seats globally is indeed a big achievement. But for India, this milestone carries a very different meaning. This is the first time the Indian industry is experiencing such a transformation. Traditionally, communication systems here have been dominated by legacy, on-premise PBX setups.
Now, Zoom Phone—a cloud-based telephony platform—is changing that. It brings together multiple facets of communication and collaboration into an integrated system. What’s exciting is that it tightly integrates with various applications and workflows, something that was missing earlier in the Indian market.
As a result, Indian customers are very enthusiastic. We are working closely with them to understand their workflows and business processes to ensure tighter integration. The response so far has been phenomenal.
Zoom recently introduced CX Analytics, adding a new layer of intelligence to its Contact Center. How will this enhanced reporting framework improve visibility into customer journeys and impact productivity for enterprises?
There are many players in the analytics space, but Zoom differentiates itself by combining employee experience and customer experience in one platform.
For example, imagine a CEO or a board member who needs real-time insights about customer interactions. Traditionally, they would have to go through several people or teams to gather that data. With Zoom’s AI Companion and analytic tools, this information is now accessible instantly, across both employee and customer interactions.
For employees, too, this integration is powerful. A happy customer requires an empowered employee—one who has the right tools and insights to deliver quality service. The CX layer provides that empowerment, breaking down data silos and ensuring teams have the information they need to make the right decisions.
Today, enterprises expect unified communication and customer experience within a single workflow. How is Zoom ensuring seamless integration between Zoom Phone and Zoom Contact Center to create a more connected, data-driven ecosystem?
In India, enterprise communication has traditionally been fragmented—separate PSTN phones, IP phones, and video conferencing tools. That era is over.
Zoom has now created a truly unified collaboration experience. Calling, meetings, and messaging to the contact center functions are available within a seamless platform. Users can connect from anywhere in the world, on any device, and remain part of their organization’s communication system.
From an IT and security standpoint, it’s also simplified. Everything is tightly integrated within the enterprise environment, making it easier to manage and secure.
For the first time, India is seeing such a comprehensive system. The integration of Zoom Phone and Zoom Contact Center represents the future of AI-first enterprise collaboration—improving both customer and employee experiences together.
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