Zoom Extends Cloud Phone Service with AI Contact Centre Across India
Zoom has expanded its cloud-based phone service, Zoom Phone, to cover six telecom regions in India, including Mumbai, Bengaluru, Hyderabad, Andhra Pradesh, and the Delhi-NCR area. This expansion makes it easier for businesses in these key locations to use Zoom’s integrated communication tools and improve customer support.
Previously available only in Maharashtra and Tamil Nadu, Zoom Phone now serves a broader market, reflecting the shift many companies are making from traditional phone lines to cloud-based communication platforms. These systems combine calls, messages, and video into one streamlined interface, simplifying the way customer support teams connect with clients.
AI Features Enhance Customer Support
Zoom Phone integrates an AI assistant designed to boost productivity for support agents. After calls, the AI can create quick summaries, extract tasks from voicemails, and prioritize important messages. This allows customer support professionals to focus on resolving issues rather than managing communication details.
Introducing Zoom Contact Centre in India
Alongside Zoom Phone, Zoom has launched its Contact Centre platform locally. This multi-channel solution lets businesses handle customer interactions through calls, video, social media, email, and messaging apps—all managed within India's data centres to comply with local regulations.
The Contact Centre is particularly useful for industries with strict data privacy requirements, such as healthcare, government, and finance. Support agents can easily manage and transfer calls with access to user extensions and direct numbers, which streamlines call routing and reduces wait times.
Flexible Integration with Existing Systems
Zoom offers a “Bring Your Own Carrier” option, allowing businesses to keep their current phone providers while moving to Zoom's cloud platform. This minimizes disruption during the transition and makes adopting cloud-based communication smoother.
Improving Customer Experience Through Analytics
The Contact Centre includes tools to measure customer satisfaction and analyze call sentiment. These features help teams identify areas for improvement and adapt support strategies based on real-time feedback, which is essential for maintaining high service quality.
Why This Matters for Customer Support Teams
- Unified Communications: Combining voice, video, and messaging in one platform reduces switching between tools.
- AI Assistance: Automating note-taking and task extraction saves time and increases accuracy.
- Compliance: Local data hosting ensures adherence to privacy laws critical in regulated industries.
- Flexible Setup: Option to keep existing carriers eases migration to cloud systems.
- Analytics: Sentiment analysis and satisfaction tracking provide actionable insights.
For customer support professionals, these enhancements mean smoother call handling, faster issue resolution, and better customer engagement. As the business landscape in India shifts to smarter cloud communication, Zoom’s integrated Phone and Contact Centre solutions offer practical tools to improve team performance and customer satisfaction.
To learn more about AI tools that can support customer service and contact centre roles, consider exploring relevant courses at Complete AI Training.
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