Zoom launches AI-powered omnichannel contact center in India
CALIFORNIA, UNITED STATES and INDIA — Zoom has officially launched its AI-driven Contact Center in India, offering businesses an omnichannel customer service solution that integrates voice, video, and messaging.
With local data centers ensuring compliance and AI tools boosting efficiency, the platform aims to transform customer engagement for enterprises across sectors.
Customer experience powered by AI
The virtual agents handle more complicated queries that work without any human agent, thus reducing the workload, and the AI Expert Assist offers real-time support with instant access to knowledge that gives a recommendation concerning the next-best-action.
“Our research has documented the substantial business metric improvements when companies use AI in their customer experience (CX) strategies. For example, AI in CX increases Customer Satisfaction Score (CSAT) by 32% and revenue by 27%,” said Robin Gareiss, Chief Executive Officer (CEO) of Metrigy, highlighting the impact of integrating AI-driven technology to contact centers.
Also included in the platform is Advanced Quality Management, which is being launched in May and has both Auto Quality Management and AI Agent Adherence to track performance.
The features guarantee a high level of uniformity of service standards and efficiency of the workforce, which is also crucial in the highly developing digital Indian economy.
BYOC flexibility for seamless migration
Another distinguishing characteristic is that Zoom offers Bring Your Own Carrier (BYOC) option where a business can preserve its own phone numbers and carrier agreements.
This eradicates termination charges early and eases the transition of legacy systems to cloud-based contact centers. AI, automation, and analytics can now be integrated into businesses that run smoothly.
In the case of an industry such as finance, healthcare, or government, BYOC avoids the danger of non-compliance with local regulations while keeping costs down.
Sameer Raje, the Indian head of Zoom, points this out as an ultimate solution that helps businesses to make the necessary transition to modern customer care services without hassles.
Unified platform for total experience
Zoom Phone is also accessible in the Zoom contact center in India—forming a single point of customer and employee connectivity.
The so-called total experience solution will allow the agents to manage voice or chat, email, and social media in a single interface, enhancing collaboration and decreasing response time.
The use of predictive analytics and auto-summarization tools on the platform also increases their efficiency, as it guarantees that customers do not have to repeat information when switching channels.
“Zoom Contact Center will empower and enable local businesses and MNCs across industries in India to elevate customer engagement through a flexible, AI-first omnichannel solution that enables customers to meet local regulatory and compliance requirements and addresses the evolving needs of today’s customers,” said Velchamy Sankarlingam, President of Product and Engineering at Zoom.
