In this exclusive interaction, Mehar Ullipalem, Head of Solutions Engineering for India & SAARC at Zoom, discusses with Anannya Saraswat, Reporter (Public Sector & Leadership) at CXO Media and APAC Media, how the company is reshaping enterprise communication and customer engagement.
He talks about Zoom Phone’s unified collaboration experience, the AI-first evolution of Zoom Contact Center, and how real-time analytics is transforming customer interactions for businesses across industries.
How is Zoom Phone meeting the collaboration needs of hybrid and global teams? What innovations can users expect in terms of integration and scalability?
Zoom Phone is not just a VoIP telephony platform—it’s part of a unified powerhouse that delivers the complete collaboration experience from a single platform. It’s AI-first, offering post-call summaries, voicemail transcripts, and task extraction, which allow users to focus on meaningful work and boost productivity.
Currently, Zoom Phone is available across six telecom circles in India, but users can still make calls across the country—whether to customers or colleagues. It also offers seamless integration with leading CRM platforms and collaboration tools, enabling teams to execute tasks across business workflows efficiently.
Zoom Phone is fully embedded into Zoom Workplace; this integration allows users access to chat, meetings, and phone features through one intuitive application. The goal is to create a simple, scalable, and productive collaboration experience.
With growing demand for seamless customer support, how is Zoom Contact Center differentiating itself in terms of flexibility, AI-driven workflows, and customer experience?
Zoom Contact Center is an omnichannel platform that goes beyond voice—it allows customers to engage through multiple channels of their choice. AI is foundational to this platform, powering self-service applications and AI-assisted support to help agents achieve first-call resolutions.
We’ve also introduced customer experience (CX) insights, which give detailed transactional information and help teams become more productive while addressing customer needs.
In just a couple of years, we have added capabilities like virtual agents, voice agents, advanced quality monitoring, and workforce management solutions. Being included in the 2025 Gartner Magic Quadrant for CCaaS is a validation of our innovation speed, credibility, and customer trust.
How is Zoom using analytics to help businesses gain deeper insights into customer interactions? What role does real-time data play in improving customer experience?
Zoom’s CX Analytics platform is very powerful. It enables CX leaders and quality managers to track real-time trends, monitor sentiment, and analyse key metrics such as call resolution rates. This functionality allows proactive adjustments to contact center operations and helps improve demand forecasting accuracy.
It’s not just a management tool—it’s equally beneficial for the frontline agents. By integrating the CRM systems, agents gain visibility into the context of customer conversations even before a call connects. They can also bring in subject-matter experts from other teams to resolve issues faster.
Analytics and real-time insights empower everyone—agents, supervisors, and CX leaders—to improve productivity and deliver exceptional customer experiences.
