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Talkdesk Corporate Statement: Supported Use Cases in India

Talkdesk is fully committed to support all its current and future customers in their pursuit to be Customer obsessed and elevate their Customer Experience operations. This commitment spans across the geographies those customers operate in, including India. 

India is estimated to be one of the top markets globally in the contact center industry and currently Talkdesk has customers with operations in India supported by a viable, TRAI (Telecom Regulatory Authority of India) compliant solution, covering all international use cases without any required intervention or additional configuration to the systems. The recommended approach for international inbound calls is to provision an India toll-free number, with the calls from this number being reachable from callers in India and routed to agents outside of India - ideally a neighboring country. For outbound calls to India, those must be made using a non-India phone number given outbound calls entering India using a toll-free Indian number are subject to being blocked by Indian carriers. 

Fully domestic use cases - in which both customers and agents are located in India, making inbound and outbound calls - are not supported in a TRAI compliant manner at this time. A best practice alternative for domestic calling is for customers to complete a callback request form that is then sent to Talkdesk. In this case, the next available agent is automatically initiated into an outbound callback - agents can be positioned inside or outside India and the call must be made using a non-India phone number.

Furthermore, one should note that India's regulations and limitations for the Telecommunications industry are known to be particularly fluid and often interpreted in many ways. Given this, Talkdesk has an ongoing and diligent process to check telecom regulations in India and is adapting accordingly as it believes there is a legal requirement to do so.

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