Zoom is a communication technology company. During the pandemic, it facilitated communications within and across the companies. Zoom meetings are the heart of the platform.

Apart from meetings, Zoom is becoming a collaboration platform. Here there are two components — Zoom Workplace (meetings, chats, mail, calendar, productivity, engagement tools) and Business Services (virtual agents, webinars, events, contact centers and integration of these applications). It is an omnichannel experience. AI cuts across all the offerings and functions. They have introduced Zoom AI Companion. It provides meeting summaries, synchronized chats, emails etc. It is available in various languages.

Zoom’s market share is 50 per cent for video conferencing where it competes with Google Meet and Microsoft Teams. They allow users to fire up a Zoom Meeting right from a Teams chat or join a Google Meet from Zoom. It is a differentiator for them. The users can exercise their own choices of technology.

India has two development centers of Zoom — one in Chennai and the other in Bangalore. Chennai center is for R&D. Bangalore center is for global tech support.

They intend to bring Zoom phone to India. Here the users can transfer calls across devices. They can convert a voice call into a video conference without interruption. They also intend to set up a cloud contact center. They also want to bring in an employee engagement center.

They have a varied clientele. LensKart video contact center allows the customers to come in touch with an eye specialist at the store. They are also working with pharma brands such as Glenmark. They have worked with Goa police to maintain law and order on New Year’s Eve.

Zoom Voice, their platform for video, voice and chat, is useful where internet connectivity is an issue.