In case telcos missed the message earlier, OTTs do a voice over

Over-the-top (OTT) communication platforms such as WhatsApp are set to eat into the enterprise voice revenues at telecom companies after seizing a lion’s share in business messaging that is now increasingly routed through apps instead of SMSes.

WhatsApp’s recent foray into voice calling for enterprises is set to challenge the traditional IVR telephony. And coupled with AI agents, the development could well remodel India’s call centres from what they are today.