In Conversation with Zoom India’s Mehar Ullipalem on AI at Work
When we hear the name Zoom, the first thing that comes to mind is the video conferencing platform. However, today it has moved far beyond its roots. Today, the company positions itself as an AI-first platform for collaboration and customer experience. In India, that transformation is being driven by solutions like Zoom Phone, Zoom Contact Center, and the AI Companion.
In order to understand how these changes are playing out in reality, I spoke with Mehar Ullipalem, who is the Manager, Solutions Engineering at Zoom India.
Zoom Phone rollout and impact in India
Zoom recently completed the rollout of Zoom Phone in six major telecom circles, including Mumbai, Delhi NCR, Karnataka, and Andhra Pradesh & Telangana. Ullipalem said this is helping enterprises move away from legacy PBX systems and onto a single AI-first platform.
“Zoom Phone empowers businesses with modern functionality that fits hybrid workstyles. It integrates with Zoom Contact Center and brings AI features like post-call summaries and voicemail task extraction at no extra cost,” he explained. Multinational companies, in particular, are showing strong interest in adopting the service as they look for flexible and scalable communication tools.
Demand for AI-powered customer engagement
On the customer experience side, Ullipalem pointed to strong demand for Zoom Contact Center among both homegrown businesses and multinational corporations. “Companies want to unify customer and employee engagement through a single AI-first platform,” he said.
He highlighted eyewear retailer Lenskart as an example. The company uses Zoom Contact Center to enable optometrists to conduct remote eye tests via video, addressing the uneven distribution of specialists across India. Lenskart also plans to tap into AI features for improved customer experience as it scales.
The evolving role of Solutions Engineers
As Zoom evolves, so does the role of its engineers. Ullipalem explained that Solutions Engineers today need both technical and consultative skills. “It’s not just about deploying a product. We now design AI-enhanced workflows, connect AI features with enterprise systems, and guide customers on adoption strategies,” he said. The job is increasingly focused on business outcomes and customer success.
India-specific challenges
India is a key market, but it also comes with unique challenges. Compliance with telecom regulations is critical, which is why Zoom Phone is licensed by the Department of Telecommunications and operates through designated telecom circles.
Sectors such as government, healthcare, and financial services also require strict compliance and data residency. “That’s why Zoom Contact Center uses local data centers in India,” Ullipalem noted. The company also offers a Bring Your Own Carrier (BYOC) option, making migration smoother for enterprises with complex infrastructures.
AI adoption in Indian enterprises
Asked whether Indian companies are still experimenting with AI or moving into active adoption, Ullipalem was clear: adoption is already happening. “We’re seeing strong interest across sectors,” he said.
He cited examples: Essar Power using Workvivo by Zoom for employee engagement, upGrad leveraging Zoom for virtual learning, and Excelsoft deploying Zoom Video SDK to deliver 400,000 AI-powered proctored exams. These use cases highlight how AI is reshaping workflows beyond meetings.
Zoom Events and diverse use cases
Zoom Events continues to gain traction in India across industries like education, IT, pharmaceuticals, and public services. Startups and developer communities are also turning to it for hackathons and conferences. According to Ullipalem, the platform’s AI-first features like captioning, translation, and post-event analytics make it especially useful for marketers and educators.
Industry adoption patterns
Sectors like technology, professional services, and retail are adopting AI tools faster than heavily regulated ones like financial services. Ullipalem explained: “Financial institutions take longer due to due diligence and compliance, but interest is strong. Other industries are moving much faster.”
Rebranding to Zoom Communications Inc.
Last year, Zoom officially dropped “Video” from its name to become Zoom Communications Inc. For Indian customers, Ullipalem said the change reflects the company’s wider mission: “We’ve gone far beyond video. Our AI-first solutions like Zoom Docs and the new AI Companion are designed to simplify workflows and drive impact across industries.”
What’s next for Zoom India
Looking ahead, Zoom plans to expand Zoom Phone beyond the six telecom circles and grow its partner ecosystem across India and SAARC markets. The company is also investing in new AI-first solutions, including a custom AI Companion add-on for advanced automation.
“Our mission is to help customers work smarter and collaborate better. India is central to that mission,” Ullipalem said.
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