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When your Contact Centre as a Service (CCaaS) solution provider is also your telecom provider, quality service and compliance with contact centre regulations become simpler. Discover how you can concentrate on customer experience not red tape.
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Whether it’s for voice or business messaging (SMS, RCS, WhatsApp Business, …), contact centres rely on telecommunications services to provide the omnichannel experiences customers expect. However, it’s not as simple as just getting a network connection, especially for multinational companies. There are multiple contact centre regulations intended to help govern ethical business practices and protect customers. These cover areas like data protection and privacy or responsible provision and use of telecommunications networks. When it comes to regulations concerning telecom services in particular, there are numerous considerations, for example, verification processes (KYC: Know Your Customer) telecom operators need to go through when allocating numbers to businesses and the local rules regarding the type of number that can be presented to a customer for outbound calls.
An experienced CCaaS and telecom provider who maintains partnerships with local telecom operators worldwide can provide appropriate telephone numbers and leverage granular regional knowledge. This provides organisations with a single point of connection and peace of mind. While compliance with many contact centre regulations is made easier with Odigo’s CCaaS solution, specific telecom provider regulations are directly and expertly handled by Odigo. Businesses can concentrate on customer experience management thanks to a quality, compliant telecom service.
When it comes to providing a reliable connection telecom operators can’t simply rest on their laurels. Simplified compliance with contact centre regulations without a quality connection isn’t enough and can undermine customer experience. Network infrastructure needs to be maintained, advanced technology kept up-to-date, and a continuous improvement approach is needed to ensure future readiness.
Odigo has installed infrastructure in POPs (Points of Presence) on various continents. To ensure service continuity in case of equipment failure or outages this infrastructure has also been duplicated to ensure the routing of telecom traffic in all circumstances.
This infrastructure enables Odigo to offer end–customers services in countries worldwide thanks to a network of interconnections. Interconnections, also known as intercarrier agreements, are agreements established between different telecommunication service providers to facilitate the exchange of voice, data, and other telecommunications services. These interconnections allow networks to communicate and interoperate with each other, enabling seamless communication between their respective customers and ensuring global connectivity.
It is this type of robust network and continuous Quality of Service (QOS) monitoring which maintains best-in-class services for Odigo clients.
Contact centres work hard to comply with contact centre regulations and when it comes to telecom regulatory frameworks so does Odigo. Over the past few years, there has been a very clear worldwide tightening and these progressive changes will of course continue, with the potential to make compliance challenging. Thankfully, there are measures which help mitigate these problems. Proactive strategies help streamline change management and are far easier when connections with regulatory authorities and professional telco authorities are maintained. Early visibility of impending changes allows for proper planning in anticipation of the need for action.
Without provider support or local connections, monitoring regulatory complexity at the contact centre or business level, especially when serving customers from multiple countries is challenging, to say the least. Here are just a few examples of recent changes which have affected contact centre regulations when it comes to telecom services:
In order to offer communication services in Portugal, it is now necessary to first be registered as a notified operator with the local regulator, ANACOM.
In order to reduce spoofed and nuisance calling, the local regulator, OFCOM, announced that operators must block calls from outside the UK that are using UK fixed Line numbers as their CLI (number presented to the called party).
As of the 25th of July 2023, a law aimed at combating spoofing numbers has required all calls and messages sent to and from France to be authenticated.
There are many more including changes in Japan affecting telecom resellers, additional measures in Singapore to tackle fraudulent calls and the FCC requirement for providers routing calls to or from US phone numbers to register with the Robocall Mitigation Database (RMD). Navigating these changes without a supportive telecom provider adds operational complexity and the risk of repercussions to the list of contact centre pain points.
Maintaining both client and end-customer trust is crucial to business. On top of the well-known General Data Protection Regulation (GDPR and UK GDPR), UK Data Protection Act and regulations on the use of telephone numbers, many measures are aimed at safeguarding the integrity, confidentiality and availability of telecom services and infrastructure. In October 2022 in the UK for example, Ofcom began its new role overseeing the security of telecoms networks with the aim of boosting security and resilience.
The numerous security and resilience measures telecom providers need to adhere to vary from country to country, though often include several of the elements listed below:
Odigo’s combined CCaaS and telecom provider status is about more than simplifying compliance with contact centre regulations, it’s about trust and reliability. Odigo offers world-class data security and the ability to keep customer data in the country where it is collected in accordance with current regulations
Odigo’s roots lie in the telecom industry and experience shows that regulatory change can move quickly. Not only do we maintain close ties with several national regulatory authorities and have telco operator status in numerous countries we have a team of people tracking and monitoring regulatory affairs and relations with local operators. With telecom and CCaaS from the same provider, organisations can benefit from high-quality service and simplified compliance with contact centre regulations.
Odigo’s Global Voice Network provides multiple Points of Presence (PoPs) and carrier-grade telecom installations on every continent, to securely connect clients and their customers. Odigo offers a competitive advantage over other CCaaS providers by supporting organisations from connection right through to customer contact management.
Are you interested in finding out how Odigo helps improve security risk management in your contact centre?
Philippe Hallopeau trained as a telecoms engineer, and this has been a common thread throughout his career. He began his professional life as a telecoms consultant in a consultancy firm. After this, he went on to work for various companies…
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