Zoom launches Zoom Contact Centre in India
Zoom Contact Centre is built with AI-first capabilities that support both agents and supervisors. With AI Expert Assist , agents receive real-time support across voice, chat, and video through instant knowledge retrieval, next-best-action suggestions, and automated summaries.
For supervisors, Zoom expects to roll out Advanced Quality Management features in May, including Auto Quality Management and Ask Quality Management, to streamline performance insights, while AI Agent Adherence will help track trends and optimise staffing.
Zoom Contact Centre also supports inbound and outbound cloud-based voice calling via Zoom Phone, also available in India. It allows users to utilise the features of Zoom Phone while using a contact centre solution to handle calls. This facilitates a total experience in a unified solution that goes beyond the contact centre, empowers agents, and makes collaboration seamless for employees and customers. 'From onboarding and supporting, automation and analytics, Zoom Contact Centre offers features that help provide better experiences for customers,' said Sameer Raje, general manager and head, India and SAARC, Zoom. 'This launch marks another milestone in Zoom's commitment to the Indian market—helping businesses streamline operations, elevating the total experience, and staying ahead in a digital-first world.'
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