Zoom: Turning AI Contact Centre Tools into Telco Opportunity

Customer experience is evolving rapidly, and telco operators sit in the middle of that change.

Network providers manage millions of customer conversations across voice, chat and digital channels each day, which places pressure on contact centres to automate routine work while maintaining service quality.

Zoom positions itself as a communications platform that supports telecoms organisations as they expand customer engagement capabilities.

The company has moved beyond its earlier reputation as a video meeting utility that many businesses adopted during the COVID-19 pandemic.

Zoom now functions as an AI-led partner designed to support customer interaction and operational efficiency across large-scale communication environments.

For telco providers, this shift aligns with expectations that AI automation will reshape customer support operations.

“With the introduction of AI, I am super excited as to what the next stage of innovation will be in the market,” states Ben Neo, Head of Zoom Contact Centre and CX Sales EMEA.

Telco automation through agentic AI

At the centre of Zoom’s customer engagement strategy is agentic AI. This capability supports the automation of routine service requests such as billing queries, order tracking and service configuration for telcos.

These tasks often dominate contact centre volumes and require agents to move between multiple systems to resolve issues.

“Agentic AI is transforming how Zoom delivers end-to-end autonomy in customer experience by enabling intelligent systems to autonomously manage complex customer interactions, from initiation to resolution,” says Ben.

“Zoom Virtual Agent now autonomously completes complex tasks like retrieving order details or updating personal information using either voice or chat.

“It anticipates needs, offers solutions before problems are fully expressed and integrates seamlessly with Zoom Contact Center to ensure smooth, context-rich handoffs to live agents when needed.”

AI Companion expands enterprise insight

Zoom is extending its AI roadmap at Zoomtopia 2025 with the launch of AI Companion 3.0. The update integrates AI across the company’s collaboration platform, allowing organisations to turn conversations into structured information and automate administrative tasks.

Within a telecoms contact centre, this capability allows AI tools to access internal knowledge repositories such as meeting transcripts and operational documentation. The system then uses that information to support customer queries in real time.

“Our customers’ most important conversations happen on Zoom and now those conversations can result in critical insights to fuel real progress,” says Eric S. Yuan, Founder and CEO of Zoom.

“With AI Companion 3.0, our agentic AI can understand users’ specific context, priorities and goals to help them cut through the noise, focus on what matters most and drive meaningful business outcomes.”

Human agents remain central to customer experience

Telecoms interactions often involve sensitive account issues or service outages where empathy and judgement play an important role.

To support the balance of human oversight and AI assistance, Zoom integrates sentiment analysis into its AI Companion tools. The system categorises interactions as neutral, negative or positive while they occur, which allows contact centre agents to adapt their responses during live conversations.

“Agentic AI is augmenting the role of human agents by offloading routine, repetitive tasks and empowering them to focus on more complex, emotionally nuanced interactions,” Ben notes.

“Rather than simply assisting agents, agentic AI acts autonomously to handle common queries from retrieving information to resolving standard issues.

“This shift frees up agents to step in only when their expertise, empathy or judgement is truly needed.

“In effect, agentic AI elevates the agent’s role from problem-solver to relationship-builder and strategic contributor.”

Cloud partnerships support telco scale

Zoom is also expanding its ecosystem through infrastructure partnerships that support large-scale deployments. The company forms a strategic partnership with Oracle, enabling Zoom CX services to run on Oracle Cloud Infrastructure (OCI).

For telecoms providers that operate large distributed contact centre environments, cloud infrastructure offers the capacity and reliability required for global operations.

Running Zoom CX on OCI integrates customer communication channels, including voice, chat and video, with enterprise data platforms. This architecture allows organisations to create a unified customer view that connects account information and service data.

Linking communication tools with enterprise databases means telco operators can remove data silos and provide agents with broader customer context during interactions. 

As telco providers expand digital support services and automate routine enquiries, platforms that combine AI, communications infrastructure and enterprise data systems become central to modern contact centre operations.