Zoom rolls out AI-powered Contact Center in India with BYOC flexibility

Zoom has launched its AI-powered Contact Center in India, offering an omnichannel, cloud-based solution with Bring Your Own Carrier (BYOC) support. The platform aims to enhance customer service, streamline agent workflows, and meet compliance needs across sectors.

Hyderabad: Zoom Communications has officially launched its AI-first Zoom Contact Center in India, offering businesses a modern, cloud-based contact-center-as-a-service (CCaaS) platform optimized for video and equipped with omnichannel support.

The new platform supports customer interactions across voice, video, virtual agents, social media, email, and messaging apps. It allows businesses—including Indian enterprises and global MNCs with domestic operations—to unify customer and employee engagement through a single intelligent platform.

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“With Zoom Contact Center, we aim to help local businesses and multinational firms in India elevate their customer experience while adhering to regulatory and compliance requirements,” said Velchamy Sankarlingam, Zoom’s President of Product and Engineering.

The solution integrates AI-driven capabilities to enhance both customer satisfaction and agent productivity. It leverages Zoom’s India-based data centers to meet compliance needs in sectors like government, healthcare, and financial services.

A key highlight is its Bring Your Own Carrier (BYOC) feature, which enables businesses to retain existing telecom providers while migrating to the cloud. This flexibility supports smoother transitions from legacy PBX systems and ensures continuity with current phone numbers and rates.

Zoom also introduced tools like Zoom Virtual Agent, AI Expert Assist, and upcoming Advanced Quality Management features, aimed at automating support, improving agent workflows, and enhancing analytics.

Robin Gareiss, CEO of Metrigy, emphasized the business benefits, noting, “AI in customer experience strategies can improve CSAT by 32% and increase revenue by 27%.”

Zoom Contact Center is also compatible with Zoom Phone, creating a unified platform that boosts collaboration across employees and customers.