The Department of Telecommunications (DoT) has relaxed certain norms for other service providers (OSPs) till April 30, 2020, to facilitate work from home (WFH) amid the coronavirus outbreak especially for IT and IT-enabled services companies. While the outbreak has disrupted businesses, corporates across sectors are asking their staff to work from home, however, many organisations are struggling in operationalising WFH for their employees.

There are four ways in which this relaxation can help call centers move their operations to work-from-home.

  • Calls can be diverted to WFH agents via voice over internet protocol (VoIP)
  • Agents can seamlessly make and receive calls from their browser
  • They can access customer relationship management (CRM) or other data needed for a seamless CX
  • One system, multiple seats

Commenting on the development, Atul Sharma, Co Founder and Chief Technology Officer, Ozonetel said, “As per current regulation calls can be converted to VoIP and connected to agents’ phones within the OSP sites’ local network. The relaxation will allow organisations with OSP license to extend the call from OSP site to be connected to agents’ phones at their home over virtual private network (VPN). VPN will allow access of all the applications that are usually available to an agent at OSP site. Since Ozonetel’s cloud agent delivers all agent tools including a phone call in browser, it is a seamless transition. An agent can log into the application using a web browser and start taking calls.”