Zoom expands India footprint with Zoom Phone rollout in six telecom circles

Zoom has announced the expansion of its enterprise communication offerings in India with the rollout of Zoom Phone in six telecom circles and the launch of its AI-first omnichannel Contact Center, reinforcing its ambition to position itself as a unified collaboration platform for businesses.

"Zoom Phone addresses the growing demand for cloud telephony by offering simplicity and modern functionality for distributed workforces," said Velchamy Sankarlingam, president of product and engineering at Zoom.

“We are going to revolutionise the way that businesses in India communicate and collaborate with each other," said Sameer Raje, general manager and head of India & SAARC at Zoom. With this launch, Zoom Phone—Zoom’s cloud-based business telephony system—is now available in Mumbai, Delhi NCR, Karnataka (Bengaluru), and Andhra Pradesh & Telangana (Hyderabad) with earlier rollouts in Maharashtra (October 2024) and Tamil Nadu (Chennai) (February 2025).

“India is an important market for us, and our expansion plans beyond the six key telecom circles demonstrate our commitment to providing customers with a unified work platform," said Sankarlingam.

Zoom Phone is not a replacement for SIM-based mobile services but functions as a cloud-hosted PBX system, enabling businesses to unify voice calling across devices—mobile, desktop, or desk phones. “It’s a business telephone system in the cloud, not a SIM card. You need data and a SIM, but this becomes your corporate telephony layer,” Raje  said.

The offering comes with two service models: a native Zoom number set, and a Bring Your Own Carrier (BYOC)model, allowing businesses to migrate their existing numbers (from Airtel, Jio, Tata, etc.) to the Zoom cloud. Native deployment requires extensive Department of Telecommunications (DoT) certifications, and Zoom is working towards achieving pan-India availability, subject to regulatory clearances. They will leverage Zoom’s India data centers to meet compliance and regulatory needs.

"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,” added Sankarlingam.

Meanwhile, the Zoom Contact Center will enable businesses to manage communications across voice, email, social media, and chat through a single dashboard. According to Raje, the aim is to solve the broken customer service experience where call center agents often lack visibility across communication channels.

The Contact Center is currently offered under the BYOC model, with native support expected to roll out later.

On customer adoption, Raje said that interest has come from across sectors—from SMBs to large enterprises, including banks and manufacturing companies replacing legacy systems like Avaya. "Frankly speaking, this is a greenfield market. There’s no one else doing this in India the way we are," he added.

Zoom Phone was globally launched in 2019 and has since onboarded over 7 million paid seats. In India, the service was initially soft-launched in October 2023 in a limited circle, and the company expects traction to pick up now that six circles are live.