Zoom Contact Center India
Zoom Contact Center India overview
What is Zoom Contact Center India?
Zoom Contact Center (ZCC) India is a cloud-hosted contact center service delivered via Zoom’s India-based data centers. It is designed for businesses that require India PSTN numbers and regulatory compliance. Key features include:
- BYOC support for India PSTN numbers only
- SIP trunks must terminate within India SIP Zones
- India-specific regulated SKUs (Named and Concurrent: Essentials, Premium, Elite)
- Service can only be sold by Zoom Video Communications India (ZVC India), a licensed telecom provider
What are the eligibility requirements?
- The customer must be a registered Indian business entity with an authorized signatory transacting in INR.
- Sold-to address must be in a supported Telco circle (agents and BYOC gateways can be PAN India).
- Required documentation:
- Proof of business address
- Business registration certificate
- Authorized representative’s identity and authorization documents
Note: End-user KYC is not required.
- A private MPLS link is required between the local BYOC SBC and Zoom India DC.
What kind of PSTN numbers are supported?
ZCC India supports both India PSTN numbers (via BYOC) and non-India PSTN numbers (native or BYOC).
Is emergency calling supported?
Zoom facilitates emergency calls through the customer’s BYOC PSTN carrier. Emergency services are the responsibility of the PSTN provider, and no third-party emergency provider is used.
What devices and integrations are supported?
- Desktop app for all engagement channels
- Global CTI connectors via ISV partners
Customer KYC
How is KYC performed?
What is business address?
It is the officially registered address used to allocate ZCC India licenses and must be verified before creating regions or assigning agents.
How many business addresses are needed?
Only one is required, regardless of agent or number location.
What is needed to create a business address?
- Address and proof of address
- Authorized signatory details: Name, email, contact, ID proof, photo, and authorization document
- Business details: Name, GST, and incorporation certificate
How is the business address validated?
The customer's admin must complete the KYC verification process by navigating to Business Address & Documents in the Number Management portal. After approval, customers must contact Zoom Support to enable access to the India SIP Zone.
What documents are required for full customer verification?
- ID of authorized signatory: PAN Card, Aadhaar Card, Indian Passport, Indian Driving License, Election commission ID card.
- Entity ID: Business registration certificate or Company incorporation certificate awarded by the Ministry of Corporate Affairs (MCA).
- Authorization letter: If the authorized signatory is the director of the company, then company/LLP master data from the MCA website can be considered as an authorization letter. Otherwise, board resolution needs to be supported as an authorization letter.
- Proof of site address: Fixed line, leased line, broadband bill.
Account configuration
All contact center agents using regulated SKU (ZCC Indian licenses) need to be associated with the Indian SIP Zone.
What is considered an India region?
Any region with an India SIP Zone.
Why might India SIP Zone not be visible?
It is hidden until business KYC is completed and approved.
How can admins create an Indian SIP Zone region?
After KYC approval, Zoom Support adds the customer’s account to the SIP Zone whitelist. The India Region then appears under Contact Center Management > Preferences > Regions.
How are ZCC users provisioned?
Admins cannot assign ZCC India SKUs without an approved business address. Agents assigned India-regulated SKUs must be bound to the India SIP Zone. Global SKUs cannot be used in the India region. Only manual provisioning is currently supported.
Service use cases
Currently, ZCC India is available in BYOC only mode. Customer can use phone numbers from their own carriers to handle the voice engagements with ZCC India.
What use cases are supported?
- India-based agents handling calls via India or non-India PSTN numbers
- A single agent managing both types of numbers
- Blended teams with India and US agents sharing queues based on skills or time zones
Non-India PSTN support
Can non-India PSTN numbers be used?
- Native numbers from Zoom for non-India entities
- BYOC numbers through carriers using:
- BYOC-P with non-India SIP Zones
- BYOC-C (PEX) with approved carriers
- BYOC-P with India SIP Zones (in rare cases, global carriers may deliver trunks directly to Indian premises)
Additional details
Can PSTN traffic be aggregated to a single location?
Yes, customers can centralize traffic from multiple cities into one connection point (e.g., Pune & Bangalore to Chennai).
What types of India PSTN numbers are supported?
- Domestic Toll-Free (1800, 1860)
- Telemarketing (140)
- Service Transactions (160)
Customers must acquire these from their own carriers.
Does ZCC India support WhatsApp?
Yes, WhatsApp engagements are supported using BYOC numbers.
Is outbound dialer for telemarketing supported?
Yes, using dedicated number series. Customers are responsible for compliance.
Who handles DLT registration and DND scrubbing?
Handled by the customer’s PSTN carrier for promotional (140) and service (160) numbers.