Video conferencing large Zoom is increasing its cloud-based enterprise telephony service in India. The corporate introduced on Wednesday, June 11, that Zoom Cellphone will now be out there in 4 further licenced service areas throughout the nation, together with Mumbai, Bengaluru, Hyderabad, Andhra Pradesh, and the Delhi-NCR area (Delhi, Ghaziabad, Faridabad, Noida, and Gurugram).
Zoom Cellphone was already authorized by the Division of Telecommunications (DoT) to function in Maharashtra and Tamil Nadu. After Wednesday’s announcement, the service is now out there in a complete of six telecom circles in India.
It not solely strengthens Zoom’s foothold in India but in addition indicators a broader shift in how enterprise communication is evolving in the direction of cloud-based telephony options supplied by a rising class of unified communications as a service (UCaaS) suppliers.
Paid customers of Zoom have entry to Zoom Cellphone as an add-on. The corporate additional stated it has plans to deliver Zoom Cellphone to further areas sooner or later. It’s providing shoppers Zoom Cellphone as a full-stack answer with an omnichannel contact middle platform and Zoom AI Companion for post-call summaries, voicemail job extraction, and voicemail prioritisation.
Clients positioned in areas the place Zoom Cellphone isn’t but out there would possibly nonetheless be capable of entry the service by visiting the corporate’s self-service internet portal and buying native telephone numbers based mostly on particular telecom circles, akin to Karnataka, Delhi-NCR, and Mumbai, as per the corporate.
Along with increasing entry to Zoom Cellphone, the corporate has launched a brand new providing referred to as Contact Middle. It’s a product that permits clients to achieve out to Zoom’s enterprise shoppers by way of a variety of channels, together with voice, video, digital brokers, social media, electronic mail, and messaging apps.
“Zoom Contact Middle makes use of the Zoom information facilities in India to deal with its providers, supporting buyer expectations and compliance necessities, significantly in sectors akin to authorities, healthcare, and monetary providers,” the corporate stated.
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For a extra unified expertise, the corporate permits its enterprise shoppers to combine Contact Middle and Zoom Cellphone. This may allow a buyer care agent to switch, ahead, and report calls throughout the similar setting. The agent would even have entry by way of Contact Middle to Zoom Cellphone consumer particulars akin to extensions, Direct Inward Dialing (DID) numbers, and usernames as a way to establish inbound calls and route them accordingly.
In a press release, Sameer Raje, common supervisor and head of India & SAARC area at Zoom, stated, “Zoom Cellphone and Zoom Contact Middle are purpose-built to work seamlessly collectively to empower organizations to ship unified communications and superior buyer and worker engagement. With this launch, we’re excited to assist companies streamline collaboration, assist versatile workforces, and improve worker and buyer experiences.”
“This growth additionally displays the rising traction Zoom Cellphone is receiving, particularly from multinational firms, as companies in India transfer away from legacy PBX methods towards extra versatile, AI-first collaboration options that improve worker productiveness,” stated Velchamy Sankarlingam, president of Product and Engineering, Zoom.
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