Zoom has expanded its phone service to six circles in India and launched a new contact center, offering AI-powered solutions for businesses.
Zoom Communications has undertaken a significant initiative aimed at revolutionizing digital connectivity and enterprise communication in India. The company has expanded its cloud-based ‘Zoom Phone service’ to six major telecommunication circles across the country. Simultaneously, Zoom has launched its multichannel ‘Zoom Contact Center’ in India. This move is considered a crucial step towards providing Indian businesses with smart, scalable, and AI-enabled communication solutions.
Zoom Phone: The Future of Cloud-Based Telephony
Zoom Phone is a modern, cloud-based telephone service that replaces traditional PBX (Private Branch Exchange) systems. This service enables inbound and outbound calling via the Public Switched Telephone Network (PSTN).
The company claims that Zoom Phone is integrated with the AI-powered Zoom Workplace platform, allowing companies to centralize their communication tools in one place. This includes features like call transfer, forwarding, and recording, which become even more powerful when integrated with the Zoom Contact Center.
Smart Call Management with AI
Zoom Workplace offers features such as post-call summaries, voice command execution, call prioritization, and tracking through AI-enabled technologies. This helps businesses manage communication with their customers and teams more effectively.
Zoom Contact Center: A Multichannel Customer Service Solution
Zoom Contact Center is a Contact Center as a Service (CCaaS) solution that integrates multiple platforms such as voice, video, social media, email, messaging apps, and virtual agents.
This service is particularly beneficial for enterprises that communicate with customers across multiple channels and want to enhance their customer experience.
Bring Your Own Carrier (BYOC) Feature
Zoom's Contact Center also offers businesses a BYOC (Bring Your Own Carrier) option. This means companies can connect their existing PSTN carrier to Zoom's cloud system instead of switching carriers. This saves operational costs and eliminates the need for major changes to existing infrastructure.
Self-Service Portal: Fast, Intuitive Setup
Zoom Phone service is also beneficial for areas where it is not yet available. The company's self-service portal allows businesses to obtain virtual numbers that correspond to the telecom circle where the service is active. This feature is extremely helpful for startups and MSMEs that want to expand rapidly without significant capital investment.
India-Focused Strategy
Zoom's expansion is seen as a reflection of its growing ambitions in the Indian market. The demand for technology-based communication services in India is rapidly increasing, and Zoom aims to strengthen its business by capitalizing on this opportunity.
A senior Zoom Communications official stated,
'India is a primary market for us. Through services like Zoom Phone and Contact Center, we aim to provide Indian businesses with an AI-first, modern, and reliable communication solution.'
Benefits for Companies:
- Improved Customer Experience: Consistent service across all platforms through multichannel support
- Reduced Costs: Lower infrastructure expenses due to the cloud-based solution
- Increased Efficiency: AI-powered call handling and reporting
- Flexibility: BYOC and cloud integration capabilities
- Rapid Scalability: Quick expansion capabilities for growing companies
