Zoom Communications, the platform that became a household name during the virtual meeting boom, is now evolving into a full-fledged communications powerhouse. Today, the company announced the launch of Zoom Contact Center in India, along with the expansion of Zoom Phone across six major telecom circles—Mumbai, Delhi NCR, Bengaluru, Hyderabad, Maharashtra, and Tamil Nadu, marking a significant step in delivering AI-first, unified communication solutions tailored for Indian enterprises.
The newly launched Zoom Contact Center offers an advanced, omnichannel contact-centre-as-a-service (CCaaS) platform built with artificial intelligence at its core. Supporting voice, video, messaging, email, and even social media, it empowers businesses to manage customer interactions more intelligently, efficiently, and at scale. Its Bring Your Own Carrier (BYOC) feature allows companies to retain their existing telecom partners while leveraging Zoom’s advanced capabilities—making the transition to the cloud smoother and more cost-effective.
“India is a critical market for Zoom, and this launch is a reflection of our commitment to helping businesses modernise how they connect and collaborate,” said Velchamy Sankarlingam , President of Product and Engineering at Zoom. “With Zoom Contact Center, we’re enabling a seamless, AI-powered customer experience that meets India’s regulatory needs and business demands.”
Built on local data centres to meet compliance requirements in sectors like finance, healthcare, and government, the solution brings together customer experience (CX) and employee experience (EX) into what Zoom calls the Total Experience (TX). Features such as AI Virtual Agents, Expert Assit and automated quality management streamline support operations while enhancing satisfaction scores and team productivity.
Licensed by India’s Department of Telecommunications, Zoom Phone offers cloud-based calling via PSTN, helping companies replace outdated PBX systems while unifying all communication needs under one platform.
“With this expansion, we’re helping Indian businesses move toward modern, flexible telephony that enhances both productivity and customer engagement,” said Sameer Raje, General Manager and Head, India & SAARC, Zoom.
Zoom Phone users can now maintain their existing numbers, route calls intelligently, and even acquire native phone numbers to establish a virtual local presence. Integrated AI tools—such as voicemail transcription, task extraction, and meeting summaries—further enhance everyday workflows.
Together, Zoom Contact Center and Zoom Phone represent the company’s broader vision of enabling seamless, scalable, and secure communication across every touchpoint. And with the ability to now host over 1 million participants in a single meeting, Zoom is proving that it’s not just about meetings anymore—it’s about powering the entire digital conversation.
