Some of the challenges listed were internet connectivity, telecom issues, practical constraints such as lack of privacy, space, noise cancellation, lack of desktops and laptops, according to the study by on-demand cloud communication and telephony solutions provider Ozonetel.

 “The pandemic has made contact centres look at the services that they provide and how they provide it,” said Chaitanya Chokkareddy, Chief Innovation Officer, Ozonetel. “At the start of the lockdown in March, we promptly assisted many of our clients to move their agents to a work from home mode to help with business continuity plan very quickly,” he added.

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