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Stringent regulations in interconnection of VoIP and PSTN connections posed serious roadblock for the voice technology users in India. For protecting the telecom carrier interests policies were in place blocking the access of latest technologies which can otherwise help the users in a greater way.
For example Cloud Call Centers provide a huge advantage of Work From anywhere and also reducing the Up time and dynamic scaling of call centers for business users but was not legally permissible in India for common use. Even for transferring the voice from PSTN networks connected to call centre server on premise through digital channels to agents logged in home required OSP registration and prior registration of WFH with considerable guarantee amount remittance.
The recent Relaxation in OSP registration requirements and discarding stringent regulations for Work From Home (WFH) options using VoIP technologies provides a big push to enabling remote working options for employees working in Call center and associated industries. As the OSP registrations are given away and WFH doesnt need prior permissions business users will be benefited of the flexibility it is providing. Business users can now provide WFH options to their customer support employees which will be a big advantage for businesses considering not only the recent pandemic atmosphere but also on a regular atmosphere.
With the new amendments businesses can provide effective customer care facilities while providing remote working facilities for agents and also utilizing the advantage of deploying in cloud. A Call Centre/Contact Software built on WebRTC technologies can provide remote access options from browsers with no need for agent side softwares. EdgeTalk Contact Centre solutions are compatible for cloud hosting and can provide remote working options.