Zoom Brings Cloud Telephony and Smart AI Contact Center to India

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Zoom Video Communications, the popular video conferencing platform, is now stepping up its game in India. The company has announced the expansion of its cloud-based telephony solution, known as Zoom Phone, in India. Along with this, Zoom also introduced its AI-powered Contact Center to offer businesses smarter, faster, and more efficient ways to handle customer service.

This move is seen as part of Zoom’s broader effort to grow beyond video meetings and offer complete communication solutions to companies of all sizes.

What is Zoom Phone?

Zoom Phone is a cloud-based phone service that allows users to make and receive calls using their office number from any device—mobile, desktop, or desk phones—over the internet. Unlike traditional landlines or physical PBX systems, Zoom Phone works entirely through the cloud, making it cost-effective and scalable for businesses.

The service is now officially available in India, licensed through a partnership with local telecom operators. It supports features like call forwarding, call recording, voicemail transcription, call routing, and integration with popular business apps like Salesforce and Microsoft Teams.

AI-Powered Contact Center Debuts

Zoom has also rolled out its AI-powered Contact Center, which combines video, voice, chat, and email into one platform. With artificial intelligence tools, this system helps customer service teams answer queries faster, direct users to the right agent, and even predict customer needs before they ask.

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For example, if a customer contacts support for a billing issue, the AI can understand the intent of the message and route it to a billing expert immediately—saving time and improving service quality.

The Contact Center also includes real-time analytics, allowing businesses to monitor team performance and customer satisfaction more easily.

Why This Matters for India

India is one of the world’s largest markets for technology adoption and digital communication. With many startups, IT firms, call centers, and e-commerce companies operating across the country, Zoom’s launch of enterprise-grade tools is expected to help businesses modernize their communication infrastructure.

According to Zoom’s spokesperson, "India is a key strategic market for us, and we are committed to supporting the country’s digital transformation journey with secure, scalable, and intelligent communication tools.”

The company also emphasized that all services will be compliant with India’s telecom and data regulations, ensuring safety and privacy.

What It Means for Users

For end-users and businesses alike, these new tools can:

• Cut communication costs

• Improve work-from-anywhere efficiency

• Boost customer service with AI-powered tools

• Reduce infrastructure and maintenance requirements