+-----------------------------------------------------------------------------+
| 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 |
| |
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+-----------------------------------------------------------------------------+
| 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 |
| |
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