3.10 Contact Center Compliance by Region¶

3.10.1 India Contact Center Compliance¶

   INDIA CONTACT CENTER - COMPLIANCE REQUIREMENTS
   REGULATION   REQUIREMENT   IMPLEMENTATION
   *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *
   DOT/TRAI COMPLIANCE:
   Toll Bypass   CC calls must originate   WxCC India DC (Mumbai) +
   Prevention   from Indian infrastructure   India PSTN egress
   Data Residency   Call recordings and CDRs   WxCC India Data
   (OSP Guidelines)   stored in India for min   Center enabled
   1 year
   Agent Location   OSP allows WFH with   WFH policy with
   approved security controls   VPN + endpoint
   security
   RECORDING COMPLIANCE:
   Consent   Must inform callers about   IVR consent prompt
   recording   at flow start
   PCI-DSS   Pause recording during   Agent can pause
   (Billing Queue)   card number capture   manually + auto
   pause on DTMF
   Retention   Minimum 1 year for OSP   WxCC WFO retention
   audit requirements   set to 365 days

3.10.2 EMEA Contact Center Compliance¶

   EMEA CONTACT CENTER - COMPLIANCE REQUIREMENTS
   REGULATION   REQUIREMENT   IMPLEMENTATION
   *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *
   GDPR (UK/EU):
   Data Processing   Lawful basis for   Legitimate interest
   processing customer data   (service delivery)
   Data Residency   UK data in UK DC   UK Calling Region
   EU data in EU DC   EU Calling Region
   Right to Erasure   Customer can request   Control Hub data
   deletion of their data   deletion workflow
   Recording Consent   Must inform and obtain   IVR consent prompt
   (Germany especially)   consent before recording   with opt-out option
   BSI C5 (Germany):
   Cloud Security   Webex has BSI C5   No additional
   attestation   config needed
   OFCOM (UK):
   CLI Verification   Outbound calls must show   CCPP handles via
   valid CLI   Webex Calling
   Emergency Services   999/112 access required   Handled by CCPP
   provider

Chapter Summary¶

This chapter has provided comprehensive design specifications for migrating Abhavtech's UCCX contact center to Webex Contact Center, including:

Completed Sections: - [OK]“ 3.1 UCCX Current State Assessment (detailed inventory) - [OK]“ 3.2 Webex Contact Center Architecture (multi-region) - [OK]“ 3.3 Entry Point Design (6 entry points) - [OK]“ 3.4 Queue Design (10 queues) - [OK]“ 3.5 Skills and Routing Design (18 skills) - [OK]“ 3.6 Flow Designer - IVR Migration (detailed flow diagrams) - [OK]“ 3.7 Agent Desktop Design (user profiles) - [OK]“ 3.8 Digital Channel Design (Chat, WhatsApp, Email) - [OK]“ 3.9 AI Features Design (Virtual Agent Abhi, Agent Assist) - [OK]“ 3.10 Contact Center Compliance by Region

Next Steps (Chapter 7: Migration Execution): - Contact Center cutover runbook - Parallel operation procedures - Agent training plan - Go-live checklist