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Understanding why Knowlarity’s services were shut down by a telco in Delhi

Knowlarity's founder Ambarish Gupta had a nightmarish week, last week. "On last Tuesday," he told MediaNama, "we were finishing our day, and we started getting popups on our customer care line. A crazy number of popups. Our phones started buzzing. We came to know that a large number of our lines are down. We called up the telecom operators and came to know that there's some technical glitch. We thought it would recover in 15-20 minutes, but it didn't recover. 30 minutes passed, nothing happened. We started calling up senior people among the telecom operators. We're a large customer for them. We came to know that our lines are barred." Knowlarity is a cloud telephony provider. Started in 2009 by Ambarish Gupta and Pallav Pandey, and backed by Sequoia Capital and Mayfield, it provides enterprise services to businesses that make it easier for them to handle customer needs. For example, taxi booking apps like Ola and Uber have a "click to call" feature, which allows users to connect with a call center via the application, or marketplace businesses like JustDial and Indiamart, which connect customers with merchants by bridging calls between them. Only one telecom operator in the Delhi circle blocked their lines. Knowlarity declined to name the operator. "The DoT compliance cell, called Term Cell," Gupta continued, "is responsible for compliance of licenses, which typically any cloud telephony company will have: AudioTex license, Telemarketing license and OSP (Other Service Provider) license. We were extra cautious about these things, so when we…

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Written By

Founder @ MediaNama. TED Fellow. Asia21 Fellow @ Asia Society. Co-founder SaveTheInternet.in and Internet Freedom Foundation. Advisory board @ CyberBRICS

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