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Zoom strengthens its foothold in India by expanding Zoom Phone to six telecom circles and launching an AI-first omnichannel Zoom Contact Center, revolutionizing enterprise communication with cloud-based, AI-enhanced solutions.
In a significant move to deepen its presence in the Indian enterprise communication market, Zoom Communications has announced the expansion of its cloud-based Zoom Phone service to six major telecom circles and the official launch of its AI-powered Zoom Contact Center in India. This dual launch marks a strategic effort by Zoom to provide unified, AI-enhanced communication and collaboration solutions tailored to the evolving needs of Indian businesses and multinational corporations operating in the region.
Expanding Zoom Phone Across Key Indian Telecom Circles
Initially launched in Maharashtra (October 2024) and Tamil Nadu (February 2025), Zoom Phone has now extended its availability to four additional telecom circles: Mumbai, Delhi NCR, Karnataka (Bengaluru), and Andhra Pradesh & Telangana (Hyderabad). This expansion brings the total to six critical telecom regions covering India’s major business and technology hubs, signaling Zoom’s commitment to supporting the country’s dynamic and distributed workforce.
Zoom Phone is a cloud-hosted business telephony system that enables inbound and outbound calling over the Public Switched Telephone Network (PSTN). Unlike traditional SIM-based mobile services, it functions as a modern replacement for legacy Private Branch Exchange (PBX) systems, offering seamless voice communication across devices such as mobile phones, desktops, and desk phones. It integrates telephony into a unified platform designed for hybrid and remote work environments, facilitating greater operational efficiency and flexibility.
The service is available as an add-on for paid Zoom accounts and supports native phone number acquisition through a self-service portal, even in regions where direct service is not yet fully deployed. Additionally, Zoom Phone incorporates AI-driven features like post-call summaries, voicemail prioritization, and task extraction at no extra cost for eligible users, enhancing productivity and communication clarity.
Launching Zoom Contact Center: An AI-First Omnichannel Solution
Complementing the Zoom Phone expansion, Zoom has introduced the Zoom Contact Center in India—an AI-first, omnichannel contact-center-as-a-service (CCaaS) platform designed to meet the specific needs of Indian enterprises. This solution enables businesses to manage customer interactions across multiple channels, including voice, video, messaging apps, social media, email, and virtual agents, all from a single, integrated dashboard.
Hosted on Zoom’s India-based data centers, the Contact Center complies with local regulatory and data residency requirements, which is especially critical for sensitive sectors such as government, healthcare, and financial services. The platform’s Bring Your Own Carrier (BYOC) capability allows companies to retain their existing PSTN providers while leveraging Zoom’s cloud infrastructure for call routing, simplifying migration from traditional on-premises systems to a scalable cloud environment.
Velchamy Sankarlingam, President of Product and Engineering at Zoom, emphasized the transformative potential of this offering:
“Zoom Contact Center will empower local businesses and multinational corporations across industries in India to elevate customer engagement through a flexible, AI-first omnichannel solution. Our platform unifies collaboration and contact center capabilities, creating a seamless experience for both employees and customers.”
Similarly, Sameer Raje, General Manager and Head of India & SAARC at Zoom, highlighted the strategic importance of this launch:
“From onboarding to automation and analytics, Zoom Contact Center offers tools that enhance customer experiences and improve operational efficiency. This launch underscores our ongoing investment in India and our vision for a digital-first, AI-powered future of work.”
Competitive Landscape and Market Impact
Zoom’s expanded offerings position it strongly against established Indian and global players such as Exotel, Ozonetel, Knowlarity, Twilio, Cisco WebEx, and Microsoft Teams. By integrating AI capabilities and cloud telephony into a unified platform, Zoom aims to capture a growing market segment that is rapidly transitioning from legacy telephony to cloud-based unified communications as a service (UCaaS).
The adoption of Zoom Phone and Zoom Contact Center is gaining traction across diverse sectors, including banking, manufacturing, and IT services, with many organizations replacing outdated systems like Avaya to embrace more agile, AI-optimized communication tools.
Future Outlook
Zoom’s expansion in India reflects a broader global trend toward cloud-based, AI-enhanced enterprise communication platforms that support hybrid work models and improve customer engagement. With over 7 million paid Zoom Phone seats globally since its 2019 launch, the company anticipates increased adoption in India as it scales its infrastructure and regulatory approvals to achieve pan-India availability.
By combining telephony, video conferencing, messaging, and AI-driven analytics into a single ecosystem, Zoom is poised to revolutionize how Indian businesses communicate internally and with their customers, fostering a new era of productivity and engagement.
