On Wednesday, Zoom Communications announced the expansion of its Phone service across four additional telecom circles in India. With this move, Zoom Phone is now offered in Mumbai, the National Capital Region (NCR) of Delhi, Karnataka, and the Andhra Pradesh and Telangana regions. Previously, the service was limited to just two circles. Importantly, the offerings are licensed by the Department of Telecommunications (DoT). In a related development, the company also introduced its Contact Centres in the Indian market. Both services are designed for enterprise use, with the Contact Centres providing an omnichannel solution that integrates customer and employee interactions.
Zoom Unveils Focused Solutions for Enterprises in India
In a recent press statement, Zoom revealed significant updates tailored for its Indian operations. The Zoom Phone service serves as an alternative to traditional Private Branch Exchange (PBX) systems and has now extended its availability to four new circles. Initially launched in October 2024 in the Maharashtra and Tamil Nadu telecom circles, the service is making headway into Mumbai, Delhi NCR, Karnataka (specifically Bengaluru), and Andhra Pradesh & Telangana (covering Hyderabad).
The Delhi NCR telecom circle incorporates the Union Territory of Delhi, along with Ghaziabad, Faridabad, NOIDA, and Gurugram.
Zoom Phone caters to inbound and outbound calling through the Public Switched Telephone Network (PSTN) while streamlining business communication through a unified AI-centric platform known as Zoom Workplace.
Enterprises can enhance their capabilities by integrating the Zoom Phone service with the Zoom Contact Centre, which enables functionalities such as call transfer, call forwarding, and call recording. Furthermore, the Zoom Phone service can assist businesses in connecting to regions where it is not directly available. This is facilitated via the company’s self-service portal, which provides native phone numbers based on the specific telecom circles where the service is operational.
The Zoom Contact Centre, a contact-center-as-a-service (CCaaS) offering, is designed to accommodate multiple communication channels, including voice, video, virtual agents, social media, emails, and messaging applications. It features bring your own carrier (BYOC) capabilities, allowing businesses to maintain their existing PSTN service provider while routing voice traffic through Zoom’s cloud-based Contact Centre.
