On 4 and 5 October 2023, Zoom held its annual flagship event, Zoomtopia APAC 2023, bringing together thousands of customers, partners and communities in the region to explore how organisations can navigate a new modern work era. As the region looks ahead to 2024 and beyond, the significance of flexibility and increased emphasis on productivity has redefined the way employees connect and collaborate – with each other and with customers. This demands a delicate balancing act, where businesses must seek to balance innovation, led by the rapid adoption of artificial intelligence (AI), with human connection.
“We believe that AI isn’t just about algorithms and automation; it’s about creating a synergy between technology and human connection,” said Ricky Kapur, Head of Asia Pacific, Zoom in his opening remarks. “This is why at Zoom, we’re focused on investing in AI-driven innovation that enhances user experience and productivity while prioritising trust, safety and privacy. Only then can we empower our customers to be more productive, connect better with teammates and deliver higher-quality customer experiences, in a way that simply makes work less work.”
Since Zoom’s evolution into a robust unified communications and customer experience platform, the company has achieved several key milestones in the region:
- In the last year alone, Zoom’s speed of innovation has translated into 600 features for Zoom Contact Center customers. Zoom launched Zoom Contact Center across APAC, with enhancements like Zoom Virtual Agent and Zoom Workforce Engagement Management adding to Zoom’s suite of platform solutions.
- Zoom has worked with leading organisations across industries in APAC to reshape how they deliver employee and customer experiences, including Glenmark Pharmaceuticals, Razorpay and Skylark Drones in India.
At its global Zoomtopia, Zoom unveiled new platform innovations underpinned by powerful AI capabilities, aimed at helping organisations streamline the workday. Zoom’s breakthrough product, Zoom Docs, is an AI-powered, modular workspace built from the ground up for hybrid work. The new platform innovations and integrations are designed to drive impact with intelligence, enable flexible collaboration, strengthen customer relationships and build an open ecosystem with seamless integrations that give Zoom’s customers choice.
At the APAC event, several Zoom customers also took to the virtual stage to share their digital transformation journey.
“Standalone technology adoption does not allow organisations to access the full productivity and process control benefits that technology accords. Rather, it is the ability of solutions to integrate seamlessly into existing workflows that brings the greatest value,” said Edsel Pereira, Executive Vice President – IT at Glenmark Pharmaceuticals Ltd. “Zoom was able to integrate with our existing systems, such as our customer relationship management system, which resulted in a short learning curve for our teams. This ease of consolidation also made it possible for interesting use cases that boosted productivity, such as virtual audits of our labs and plants, which contributed to cost and time savings for Glenmark.”
“Hybrid work is here to stay. In fact, it is technology, not so much humans themselves, that truly enable work-life balance in the hybrid work era,” shared Imran Mohammed, Director IT at Razorpay in a fireside moderated by Kaamna Jain, Lead, Communication and Collaboration at Sector Skills Council The National Association of Software and Service Companies (SSC NASSCOM). “Today, employees living in India’s Tier 2 and Tier 3 cities can work from where they are and still feel included. This necessitates scalable digital infrastructure that can support the growth of our organisation while helping teams stay connected, no matter where they are working from. The Zoom platform provided a comprehensive suite of solutions that served our various needs, whether it’s organising town halls, hosting webinars or simply day-to-day collaboration.”
“India’s digital transformation journey has been nothing short of remarkable. Coupled with the mainstreaming of hybrid work, the country’s embrace of technology has ignited a spark of innovation that is changing the way we connect, communicate and collaborate,” said Sameer Raje, Head of India and SAARC, Zoom. “Balancing the future involves navigating the AI revolution, as well as harnessing the power of collaboration and exploring a platform approach. What organisations need to succeed in the modern work era is understanding how to drive impact with intelligence, make teamwork more meaningful and engaging while elevating the experiences for and relationships with customers.”
