Enterprises dial up cost savings with WhatsApp voice calling

Mumbai: 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, which guided users through automated menus before human intervention – if the call went that far – would come. And coupled with AI agents, the development could well remodel India’s call centres from what they are today.