Enterprise Connect 2026 in Las Vegas put a spotlight on the intensifying competition between Zoom and Microsoft in AI-powered business communications. Both vendors used the event to showcase new agentic AI features for their phone platforms — capabilities that go beyond simple transcription and into territory where AI actively executes tasks on behalf of users. For South African resellers, this arms race is reshaping how these platforms are positioned and sold.
Zoom Phone: Agentic AI Takes Centre Stage
Zoom made its biggest splash with agentic AI workflows for Zoom Phone. The platform can now auto-execute tasks after calls, such as drafting follow-up emails, sending call summaries, and updating records — without the user needing to prompt it. This moves Zoom Phone from a communication tool into a productivity tool that actively reduces post-call admin.
Zoom also introduced an AI-powered Virtual Receptionist with SMS capabilities. This 24/7 automated receptionist can handle customer engagement via text, including scheduling appointments and escalating enquiries to the right team. For small and mid-sized businesses, this effectively provides a front-desk function without the headcount.
Additionally, Zoom launched Custom Dictionaries, which improve AI recognition of business-specific terminology and product names — a practical refinement that makes transcription and summarisation more accurate in specialised industries.
Microsoft Teams Phone: Interpretation and Intelligence
Microsoft’s focus at Enterprise Connect leaned into multilingual AI and platform-level intelligence. The expansion of real-time speech-to-speech interpretation from meetings to Teams Phone VoIP calls is a headline feature, supporting nine languages and enabling participants to speak and listen in their preferred language during live calls.
Teams Phone also introduced improvements to its Queues app with shared call and voicemail history, and rolled out Operator Connect co-branding so that PSTN connectivity partners get visible branding on dial pads and in-call screens.
For a detailed breakdown of these Teams Phone features, see our dedicated coverage: Microsoft Teams Phone Rolls Out Real-Time Interpreter, Operator Co-branding, and Queue Enhancements.
While Microsoft’s AI features are more tightly integrated into the broader Microsoft 365 ecosystem — leveraging Copilot and existing enterprise data — Zoom’s approach focuses on standalone agentic capabilities that work out of the box.
What This Means for SA Resellers
The AI capabilities from both platforms are reaching a point where they can genuinely influence purchase decisions. Here is how resellers should think about positioning each:
Zoom Phone’s agentic AI is a strong fit for businesses that want immediate, visible productivity gains from AI — especially those without a deep Microsoft 365 investment. The Virtual Receptionist with SMS is a particularly compelling feature for small businesses and professional services firms in South Africa.
Microsoft Teams Phone’s AI strengths shine in organisations already embedded in the Microsoft ecosystem. The real-time interpreter is a standout for multinational businesses, exporters, and companies with multilingual workforces — common across South Africa and the broader African continent.
Neither platform is standing still. Resellers who sell both — or are evaluating which to lead with — should familiarise themselves with these AI capabilities and be prepared to demonstrate them. The vendor that can show the most practical, everyday AI value will increasingly win the deal.
Find Out More
For Zoom Phone’s latest AI features, visit the Zoom Newsroom. For Microsoft Teams Phone updates, see the Microsoft Teams Blog.
Cost consideration: Microsoft’s Interpreter feature requires a Microsoft 365 Copilot licence on top of the standard Teams Phone licence, which affects the total cost of ownership. Resellers should factor this into competitive comparisons when customers evaluate both platforms.
About Zoom on Telecoms-Channel
For the full Zoom portfolio, company background, and South African reseller resources, visit the Zoom vendor page on Telecoms-Channel.
About the Author
Mechelle Gindra
Mechelle Gindra is the managing editor and lead content strategist at Telecoms-Channel, South Africa's dedicated intelligence platform for telecoms resellers, ICT distributors, and channel partners. She oversees the editorial team's AI-assisted content production pipeline, ensuring vendor news, market analysis, and regulatory updates are accurate, timely, and actionable for the SA telecoms channel community. With deep expertise in the South African telecoms reseller ecosystem, Mechelle directs coverage of vendor partner programmes, ICASA regulatory developments, wholesale market dynamics, and channel business strategy. She is responsible for maintaining Telecoms-Channel's editorial standards, fact-checking processes, and corrections policy.
