Zoom has launched its AI-first Contact Center solution in India. The company is targeting local enterprises and global firms operating in the country. It is called Zoom Contact Center and is designed as an omnichannel contact-center-as-a-service (CCaaS) solution. It supports voice, video, virtual agents, social media, email, and messaging apps. The platform is built to handle customer and employee engagement in a unified manner, using AI to improve both efficiency and user experience.
The Indian rollout allows businesses to use Zoom’s local data centers, helping them meet compliance and regulatory needs, especially in sensitive sectors like healthcare, finance, and government.
Zoom is unlocking a new era of customer and employee engagement in India 🔓✅
— Zoom (@Zoom) June 11, 2025
🌏 Zoom Contact Center—now available across India
📞 Zoom Phone—now live in 6 more telecom circles
✨ AI-first capabilities, modern telephony, Bring Your Own Carrier (BYOC), and more
💬 “Zoom Phone… pic.twitter.com/yhMQnjXkW3
Built for Local Needs and Legacy Compatibility
The biggest highlight is the Bring Your Own Carrier (BYOC) feature. It allows businesses to continue using their existing telecom providers and phone numbers while routing calls through Zoom’s cloud. The aim is to reduce migration friction, preserve carrier contracts, and avoid early termination fees. It also gives pricing flexibility and a clearer path away from outdated PBX systems. Apart from that, Zoom Phone, which is already available in India, is also integrated into the contact center setup for seamless inbound and outbound calling.
AI Tools Front and Center
The new Contact Center includes a suite of AI-powered tools aimed at both agents and supervisors. It includes:
- Zoom Virtual Agent: An AI-powered chatbot that understands customer intent and handles queries autonomously.
- AI Expert Assist: Offers agents real-time suggestions, knowledge retrieval, and auto-summaries.
- Advanced Quality Management (coming soon): This will include tools such as automated performance monitoring and staffing optimization.
If we go by the shared press releases, these tools will reduce workload, cut response times, and make it easier for customers to switch between channels without repeating information.
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