Mr. Dinesh Kansara is the current Director of Simple2Call, based in India. He has more than two decades of experience in business innovation in the telecommunications industry. At Simple2Call, he is focused on enhancing enterprise productivity with innovative Contact Center & Unified communication solutions. We got a chance to interact with him and deep dive into his experience and thoughts on the CCaas sector.
How does Simple2Call plan to differentiate itself in an already competitive CCaaS landscape in India?
Simple2Call focuses on four fundamentals: simplicity, peace of mind, performance at scale, and dependable support — all at value-for-money Indian price points. Unlike cheap CCaaS providers, we would offer proprietary, license-based platforms with full compliance, security certifications, and end-to-end solutions from a single supplier.
What specific steps has Simple2Call taken to ensure full compliance with Indian telecom regulations?
Simple2Call holds a valid UL-VNO (Unified License – Virtual Network Operator) and undergoes regular regulatory compliance with Department of Telecom (DoT), government of India. Unlike non-compliant providers, we pay the mandatory 8% license fee on applicable revenues and ensure uninterrupted, legally compliant service.
Why is the UL-VNO license critical in the CCaaS space, and how does Simple2Call use it to avoid regulatory risks?
The Indian telecom regulator requires CCaaS providers to be licensed from DoT. In August 2024, many businesses faced a 10-day service disruption due to providers lacking licenses and complying with regulatory norms. Simple2Call’s UL-VNO license ensures ongoing compliance and avoids such risks, setting it apart in integrity and reliability.
With India’s DPDP law about to be implemented, how do you intend to deliver your clients peace of mind?
Simple2Call is among the few CCaaS providers in India to have secured ISO27701 (Personal Information Security Management) certification from 190-years old reputed certification firm, Bureau Veritas. This ensures our readiness for India’s DPDP compliance and provides clients with secure, privacy-respecting solutions.
How does your 24/7 customer support model improve business continuity for large enterprises?
Simple2Call offers 24/7 live support via phone, email, and chat to all its customers irrespective of their size and business with Simple2Call. Large clients benefit from a premium customer success program which additionally includes proactive service reviews and priority customisation delivery, ensuring smooth, mission-critical services.
How do you see the Indian contact center industry evolving with AI in the next 2–3 years?
AI will increasingly handle customer queries, personalise experiences, and improve agent productivity. The manpower spent will shift to contact center & AI software, enhancing efficiency and automation-led growth.
What kind of enterprise clients are seeing the most impact from your solutions in India?
Clients across Banks, Insurance, stock trading & Financial services, BPO, IT, Travel and edtech segments have seen measurable impact. For example, a top bank improved debt recovery rates by 15–20%, a leading BPO increased call connect ratios by 30%, and a major IT firm cut technology costs by 40% & reduced delivery time by half.
Can you share the roadmap for your expansion plan?
Simple2Call has already secured 100+ large and mid-sized clients across India and established data centers in Mumbai, Noida, Bengaluru, Chennai, and Hyderabad. We are focused on further penetration into these metro cities and enhancing our presence amongst Indian corporations expanding globally.
What makes your proprietary platform more secure and reliable than open-source CCaaS offerings?
Unlike open-source platforms that depend on community-led support, Simple2Call’s proprietary, license-based private cloud infrastructure provides enterprise-grade protection, enhanced control, and dependable compliance. This ensures peace of mind and uninterrupted operations for clients.
About Simple2call
Simple2Call brand of companies have been in business for 40 years and in telecom for 30 years. During its journey, it has evolved based on changing market requirement and customer expectations. It’s journey represents their core strengths of resilience, adaptability, customer centricity and focus. They listen to their customers and change ourselves with time. They have not only managed to survive through but grown globally.
