Latest news with #SameerRaje
Time of India
2 days ago
- Business
- Time of India
Zoom adopts collaborative AI approach for intelligent user experiences, says India head
NEW DELHI: Zoom Communications has adopted a collaborative AI approach to deliver flexible and intelligent experiences to its customers, according to a senior company executive. 'We have adopted a unique federated AI approach. Zoom AI Companion leverages our proprietary LLMs alongside trusted industry models like those from OpenAI and Anthropic. What sets us apart is the openness — customers can even bring their own AI models, within certain technical boundaries. With our new custom AI feature, we now enable orchestration across multiple AI agents, addressing diverse needs with agility and scale,' Sameer Raje , general manager & head (India & SAARC Region), Zoom Communications, told ETTelecom in an interview. 'AI is going to simplify our lives and probably not going to take away our jobs or take away the creativity of the human element. But it's going to — at least in the near future or in the interim — make our lives much better and simpler,' he said. The company on Wednesday announced the launch of Zoom Contact Center in India, an AI-first, omnichannel contact center-as-a-service solution (CCaaS) optimised for video. The contact center will support various channels, including voice, video, virtual agents, social media, email and messaging apps. AI is transforming the future of customer engagement and Zoom Contact Center is at the forefront of that shift. 'With intelligent self-service, predictive analytics and auto-summarisation, AI is driving greater efficiency, enhancing agent productivity and elevating customer satisfaction. Customers move effortlessly across channels without needing to repeat themselves, thanks to complete interaction visibility for agents,' Raje said. According to him, this results in a unified, intelligent workflow that delivers a holistic experience, seamlessly connecting people, processes, and data beyond the traditional contact center to empower agents and drive collaboration across the organisation. Zoom's bring your own carrier (BYOC) capabilities will allow businesses to retain their existing public switched telephone network (PSTN) service provider while routing voice traffic through the Zoom contact center cloud. The company also announced expansion of Zoom Phone service to four major metro telecom circles in India — Mumbai, Delhi NCR, Karnataka (Bengaluru) and Andhra Pradesh & Telangana (Hyderabad), after securing necessary license from the Department of Telecommunications (DoT). This service is already available in the Maharashtra and Tamil Nadu (Chennai) circles. The US-listed cloud communication solutions provide plans to bring Zoom Phone to additional telecom circles across India, accelerating its commitment to make AI-first modern telephony available to more organisations.
Indian Express
3 days ago
- Business
- Indian Express
Zoom expands cloud-based phone service in India, debuts AI-powered Contact Center
Video conferencing giant Zoom is expanding its cloud-based enterprise telephony service in India. The company announced on Wednesday, June 11, that Zoom Phone will now be available in four additional licenced service areas across the country, including Mumbai, Bengaluru, Hyderabad, Andhra Pradesh, and the Delhi-NCR region (Delhi, Ghaziabad, Faridabad, Noida, and Gurugram). Zoom Phone was already approved by the Department of Telecommunications (DoT) to operate in Maharashtra and Tamil Nadu. After Wednesday's announcement, the service is now available in a total of six telecom circles in India. It not only strengthens Zoom's foothold in India but also signals a broader shift in how enterprise communication is evolving towards cloud-based telephony solutions offered by a growing class of unified communications as a service (UCaaS) providers. Paid users of Zoom have access to Zoom Phone as an add-on. The company further said it has plans to bring Zoom Phone to additional areas in the future. It is offering clients Zoom Phone as a full-stack solution with an omnichannel contact center platform and Zoom AI Companion for post-call summaries, voicemail task extraction, and voicemail prioritisation. Customers located in regions where Zoom Phone is not yet available might still be able to access the service by visiting the company's self-service web portal and acquiring native phone numbers based on specific telecom circles, such as Karnataka, Delhi-NCR, and Mumbai, as per the company. In addition to expanding access to Zoom Phone, the company has introduced a new offering called Contact Center. It is a product that enables customers to reach out to Zoom's enterprise clients through a wide range of channels, including voice, video, virtual agents, social media, email, and messaging apps. 'Zoom Contact Center utilizes the Zoom data centers in India to handle its services, supporting customer expectations and compliance requirements, particularly in sectors such as government, healthcare, and financial services,' the company said. For a more unified experience, the company allows its enterprise clients to integrate Contact Center and Zoom Phone. This would enable a customer care agent to transfer, forward, and record calls within the same environment. The agent would also have access via Contact Center to Zoom Phone user details such as extensions, Direct Inward Dialing (DID) numbers, and usernames in order to identify inbound calls and route them accordingly. In a statement, Sameer Raje, general manager and head of India & SAARC region at Zoom, said, 'Zoom Phone and Zoom Contact Center are purpose-built to work seamlessly together to empower organizations to deliver unified communications and superior customer and employee engagement. With this launch, we are excited to help businesses streamline collaboration, support flexible workforces, and enhance employee and customer experiences.' 'This expansion also reflects the growing traction Zoom Phone is receiving, especially from multinational companies, as businesses in India move away from legacy PBX systems toward more flexible, AI-first collaboration solutions that enhance employee productivity,' said Velchamy Sankarlingam, president of Product and Engineering, Zoom.
