Zoom is transforming from a simple video conferencing tool into a comprehensive platform for collaboration, customer engagement, and workflow automation, powered by artificial intelligence. In an exclusive interview with Analytics Insight, Aayan Banerjee, Head of Enterprise Business-India & SAARC at Zoom, shares how the company is helping Indian enterprises move from fragmented tech stacks to unified systems that drive real business outcomes.
Banerjee explains that Zoom is evolving into a ‘system of action’ for modern work, designed to seamlessly blend video, voice, collaboration, and intelligent automation across the customer and employee experience. The focus is on turning conversations into outcomes, whether that means resolving a customer issue, closing a deal, or completing a project.
Key to this vision is ZoomMate, an agentic AI work surface that helps users find relevant information across systems, coordinate actions, and transform conversations into completed work. Combined with Zoom Phone, Zoom Contact Center, and the Zoom AI Productivity Suite (including Canvas, Slides, and Sheets), organizations can reduce fragmentation and simplify operations.
In India, Banerjee notes a strong demand for platform consolidation. Businesses are moving away from disconnected communication and customer engagement tools toward unified experiences. This is especially critical in sectors like BFSI and healthcare, where resolution speed is a competitive differentiator.
Zoom’s AI Companion is embedded across the platform, helping users surface insights and action items. Zoom Phone unifies employee communications, while Zoom Contact Center connects customer interactions across voice, video, messaging, and digital channels. Together, these tools ensure context remains connected, reducing operational overhead and freeing teams to focus on high-value work.
Banerjee highlights India as a strategic growth market, citing examples like Lenskart, which uses Zoom Contact Center for remote eye tests. Other features like Zoom Revenue Accelerator help sales teams gain conversation intelligence, and Zoom Events enables immersive hybrid experiences. With local phone number support and availability across six telecom circles, Zoom is well-positioned to help Indian enterprises reduce friction and accelerate outcomes.
