As businesses in India race to meet evolving customer expectations, Zoom Communications has dropped a major upgrade: its AI-powered Zoom Contact Center is now live in the country. Packed with omnichannel support and a standout Bring Your Own Carrier (BYOC) feature, this cloud-based platform promises to revolutionize customer service while keeping compliance and efficiency front and center. From local startups to global giants, here’s why Zoom’s latest launch is making waves—and what it means for the future of customer engagement in India.
A New Era for Customer Service in India
Zoom’s Contact Center, launched on June 12, 2025, is a contact-center-as-a-service (CCaaS) solution designed to meet India’s unique business landscape. Whether it’s a healthcare provider, a financial institution, or a government agency, the platform delivers a seamless way to connect with customers across multiple channels—voice, video, social media, email, and messaging apps. By hosting the service on India-based data centers, Zoom ensures compliance with local regulations, a critical factor for sectors with stringent data privacy requirements.
Velchamy Sankarlingam, Zoom’s President of Product and Engineering, captured the mission clearly: “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.” The platform isn’t just about meeting today’s needs—it’s about setting a new standard for how businesses engage with customers and employees alike.
The Power of AI at Work
What sets Zoom’s Contact Center apart is its deep integration of artificial intelligence. Tools like Zoom Virtual Agent, AI Expert Assist, and upcoming Advanced Quality Management features are built to make life easier for agents and more satisfying for customers. Virtual agents handle routine queries, freeing up human agents for complex issues. AI Expert Assist provides real-time guidance to agents, boosting their confidence and efficiency. Meanwhile, advanced analytics offer insights to fine-tune performance, ensuring every interaction counts.
The numbers back up the hype. According to Robin Gareiss, CEO of Metrigy, “AI in customer experience strategies can improve CSAT by 32% and increase revenue by 27%.” These gains aren’t just theoretical—Zoom’s AI tools are designed to deliver measurable results, from happier customers to healthier bottom lines.
BYOC: Flexibility That Businesses Crave
One of the platform’s biggest draws is its Bring Your Own Carrier (BYOC) feature. For businesses hesitant to overhaul their existing telecom setups, BYOC is a game-changer. It lets companies keep their current phone numbers, rates, and carrier contracts while tapping into Zoom’s cloud-based Contact Center. This means no costly early termination fees, no disruption to established relationships with telecom providers, and a smoother migration from legacy PBX systems.
BYOC also shines for global multinationals with operations in India. By allowing businesses to use local carriers, it supports regional pricing and compliance needs while maintaining a unified platform. Whether a company is based in Mumbai or managing a team across continents, BYOC offers the flexibility to scale without friction.
Seamless Integration with Zoom Phone
Zoom didn’t stop at launching a standalone Contact Center—it’s designed to work hand-in-hand with Zoom Phone, which recently expanded to six telecom circles in India, including Delhi NCR, Mumbai, and Hyderabad. This integration creates a unified ecosystem where customer service agents can transfer calls, access user details, and collaborate with colleagues without switching apps. The result? Faster resolutions, better teamwork, and a more cohesive experience for everyone involved.
Why This Matters for Indian Businesses
India’s economy is booming, but so are customer expectations. Today’s consumers demand quick, personalized, and seamless interactions, whether they’re booking a doctor’s appointment or resolving a banking issue. Zoom’s Contact Center is built to meet these demands head-on, offering tools that automate repetitive tasks, empower agents, and deliver insights to keep improving.
For industries like healthcare, finance, and government, the platform’s compliance-friendly design is a major win. By hosting data locally, Zoom ensures sensitive information stays secure, aligning with India’s push for data sovereignty. Meanwhile, the omnichannel approach means businesses can meet customers where they are—whether that’s a WhatsApp message, a video call, or a traditional phone line.
A Competitive Edge in a Crowded Market
Zoom’s entry into India’s contact center space comes at a time when businesses are rethinking their customer experience strategies. Legacy systems are clunky, and customers are quick to switch brands if their needs aren’t met. By combining AI, omnichannel support, and BYOC flexibility, Zoom is positioning itself as a go-to solution for companies looking to stay ahead.
The platform’s compatibility with Zoom Phone also gives it an edge over competitors. Agents can handle calls, chats, and video interactions within a single interface, reducing the learning curve and boosting productivity. For businesses, this translates to lower training costs and happier employees—key factors in a tight labor market.
What’s Next for Zoom in India?
With Zoom Phone now available in major telecom circles and the Contact Center gaining traction, Zoom is doubling down on its India strategy. The company’s focus on AI-driven innovation suggests more features are on the horizon, potentially including deeper analytics or enhanced automation. As businesses adopt the platform, real-world case studies will likely emerge, showcasing how Zoom’s tools are transforming customer and employee experiences.
For now, the launch marks a bold step forward. By blending cutting-edge technology with practical flexibility, Zoom is empowering Indian businesses to deliver world-class service without upending their existing systems.
Let’s Talk About It
What do you think about Zoom’s AI-powered Contact Center? Could BYOC be the key to unlocking better customer service for your business? Drop your thoughts below and join the conversation!
Sources: Telangana Today, Analytics Insight, The Indian Express, News9live
