“AI Companion 3.0 is closing the gap between communication and execution.” – Mohannad AlKalash, Zoom

CNME Editor Mark Forker spoke to Mohannad AlKalash, Vice President, Middle East, Turkey, Africa and Pakistan at Zoom Communications, during Zoomtopia in London, in an effort to find out what about the latest iteration of its AI Companion, the role Agentic AI is going to play in transforming the contact centre space – and the importance of nurturing local talent as they continue to expand their footprint across the Middle East region.

Zoom recently introduced AI Companion 3.0. What differentiates this version from earlier iterations, and how do you see it reshaping workplace collaboration?

AI Companion 3.0 represents a major leap forward from earlier iterations because it moves from simply assisting meetings to orchestrating the entire workflow. Earlier versions focused on note-taking, summaries, and generating content within a single interaction. With 3.0, the intelligence becomes more proactive, context-aware, and integrated across the full Zoom platform from meetings and chat to phone, whiteboard, and Contact Center.

The real differentiator is its ability to act as an agentic AI that not only captures what’s happening, but helps drive outcomes whether that’s creating follow-up actions, generating project briefs, or even connecting across applications to help teams move from ‘conversation to completion.’

In terms of reshaping workplace collaboration, I believe AI Companion 3.0 is closing the gap between communication and execution. Teams in our region and globally will be able to collaborate faster, reduce time spent on manual tasks, and unlock new levels of productivity, while maintaining the human connections that make collaboration meaningful

Many organizations worry about productivity tools adding complexity rather than reducing it. How does AI Companion 3.0 ensure simplicity and real value for end-users?

That’s a very important point, because technology only delivers value if it’s simple and intuitive. With AI Companion 3.0, we designed it to be embedded natively across the Zoom platform — there’s no separate app to learn, no extra logins, and no additional cost. It simply shows up where users are already working: in their meetings, chats, whiteboards, or contact center interactions.

The second element is context. Instead of overwhelming users with generic outputs, AI Companion 3.0 is context-aware it understands the conversation, the project, and the workflow, and provides only what’s relevant at that moment. This combination of frictionless integration and highly contextual assistance ensures that teams don’t feel burdened, but rather empowered to get real work done faster and smarter

What more can global players like Zoom do to nurture local skills and prevent a reliance solely on imported expertise?

For us at Zoom, nurturing local skills is not just a social responsibility it’s a strategic imperative. The region’s digital transformation will only be sustainable if it is powered by local talent. That’s why we are investing in training programs, knowledge-transfer initiatives, and partnerships with universities and innovation hubs to empower young professionals with the skills needed for the AI era.

We are also expanding our regional leadership and technical teams, ensuring that decisions and expertise are rooted locally, not just imported. By combining global best practices with local talent, we aim to create an ecosystem where innovation thrives in the region, for the region. This is how global players like Zoom can play a meaningful role in reducing dependency and unlocking long-term economic and social value.

The contact center is often the first touchpoint between businesses and their customers. How can Agentic AI fundamentally change that experience?

You’re absolutely right the contact center is the front door of any business, and it shapes how customers perceive the brand. With Agentic AI, we are moving from reactive service to truly intelligent engagement.

Instead of simply answering questions, AI can now understand intent, predict needs, and take proactive actions whether that’s resolving an issue end-to-end, escalating to the right human agent, or even recommending the next best step before the customer asks.

The real transformation is in combining efficiency with empathy. Agentic AI reduces wait times and repetitive tasks, while freeing human agents to focus on complex, high-value interactions. This doesn’t just improve metrics like resolution time or customer satisfaction it redefines the entire customer journey into something faster, smarter, and more personal

How do you see the balance evolving between human agents and AI agents in delivering empathetic, efficient customer service?

I don’t see it as a question of humans versus AI it’s about creating the right balance where each plays to its strengths. AI agents are excellent at handling high-volume, repetitive, and transactional tasks with speed and accuracy.

Human agents, on the other hand, bring empathy, cultural understanding, and the ability to navigate nuance in ways that technology alone cannot.

The future is a hybrid model: AI working in the background to provide instant answers, guide workflows, and prepare context, while human agents step in for the moments that require judgment, reassurance, or complex problem-solving. This balance ensures that customer service becomes both more efficient and more human giving customers the best of both worlds.

You were appointed in May 2024, can you reflect on your own personal journey at Zoom, and what your primary goals and objectives are over the next 12-24 months for the company across the Gulf region?

When I joined Zoom in April 2024, my vision was clear: to build on Zoom’s global strengths while deeply localizing our presence across the Gulf. Over the past year, I’ve had the privilege of leading a talented team and engaging directly with governments, enterprises, and partners who are driving some of the world’s most ambitious digital transformation agendas.

Personally, it has been an exciting journey of learning, building trust, and demonstrating that Zoom is here not just as a technology provider, but as a long-term strategic partner.

Looking ahead, our objectives for the next 12–24 months are centered on three pillars. First, strengthening our infrastructure with local data centers and compliance frameworks that align with national priorities.

Second, expanding our ecosystem of partners and developers ensuring that Zoom is integrated into the platforms and industries that matter most, from finance and energy to healthcare and education. And third, investing in local talent and AI-driven innovation to support governments and businesses in achieving their digital economy goals.

For me, success means that when organizations across the Gulf think of collaboration, customer engagement, or AI-powered transformation, Zoom is at the center of that conversation helping them move from communication to real impact.

More and more companies are mandating their employees to return to the office 5 days a week. AWS are a high profile example of this in the tech sector. JP Morgan in banking. Why has this happened, is this a reflection that hybrid work was no longer working, or was it more in relation to an erosion of trust?

I think it’s important to recognize that hybrid work has not failed in fact, it has proven its value across industries. What we are seeing with some organizations mandating a full return to office is less about the model itself and more about leadership preference, cultural dynamics, or specific business needs. For some sectors like banking, where regulatory oversight and apprenticeship-style learning are critical, leaders may feel that physical presence is necessary. For others, like certain parts of tech, it can stem from concerns around culture, engagement, or productivity.

But the data consistently shows that when hybrid is done right with the right tools, clear expectations, and a focus on outcomes rather than hours it boosts both productivity and employee satisfaction. I don’t see this as an erosion of trust, but rather a reminder that trust must be earned and maintained through transparency, accountability, and strong leadership. At Zoom, we believe the future is not binary not office versus remote but flexible models that give organizations the ability to adapt while empowering employees to do their best work.

My last message is simple: the future of work and customer engagement will be defined by flexibility, trust, and innovation. At Zoom, we are committed to being more than a platform we are a partner for governments, businesses, and communities across the Gulf and beyond. Together, we can harness technology, AI, and local talent to unlock new opportunities and create real impact for the region. The journey is just beginning, and Zoom is here to help shape it.