Caller Name Optimization FAQs

1. What is Neustar’s Caller Name Optimization (CNO)?

Neustar’s Caller Name Optimization (CNO) is a solution that helps enterprises deliver trusted call experiences to connect and engage with customers.

Through a centralized online portal, enterprises ensure the correct calling number is displayed, verifies that the correct name is assigned to each telephone number for outbound calls, and measures the performance of caller names to adjust to improve answer rates.

This ensures that calls are not inadvertently blocked or marked as spam, and helps businesses protect their brand identity from being spoofed by fraudsters.

2. Is CNO for enterprises or carriers?

CNO is for both.

CNO provides a way for CSP’s enterprise customers to designate verified business numbers used for outbound calling, and manage their landline caller display across 850+ voice service providers.

Using CNO, enterprises can manage their caller ID for outbound calls through a centralized online portal to protect verified phone numbers from call blocking and spam tagging and prevent spoofers from being able to use their caller identity. They can also register inbound calls as Do-Not-Originate.

3. What are the key features of CNO?

Monitoring the use of your brand across the landline caller ID ecosystem, mitigates calls incorrectly tagged as spam or blocked, protects your reputation, safeguard your customers, and minimize your risk of liability. With CNO, you benefit from the following features:

• Caller Name Management – Register the name displayed for your business on landline phones across 850+ service providers by Standardize ‘Calling Name’ up to 15-character name,
• On-demand name changes – Reflected within 15 minutes.
• Spam Tag Mitigation – Mitigate spam mislabeling, designate and register verified business numbers used for outbound calling across the telecom ecosystem.
• Do-Not-Originate (DNO) – To deter spoofers from abusing your brand, designate verified in-bound only business numbers.
• Monitoring – Monitor your brand’s calling reputation and receive alerts of unusual activity.
• Brand Protect – Get notified when others attempt to register telephone numbers with your business name.

4. Does CNO include an inbound Do-Not-Originate feature?

Yes, CNO provides a way to register inbound only numbers as Do-Not-Originate, reducing the risk of phone numbers being used by fraudsters to make scam calls.

5. What are the benefits of CNO?

CNO enables enterprises to register their telephone numbers across the Caller ID ecosystem; understand their baseline call patterns to identify TNs that are wrongly blocked or tagged; and monitor changes to the reputation of registered TNs. CNO helps enterprises:

• Get Calls Answered
  Ensure business names and numbers are consistent and accurate across all landline carriers and devices to reduce erroneous call blocking and tagging of outbound calls by 90-100%. (Forrester Research_
• Reduce Costs
  Save time and reduce operational costs by up to 25% by reaching target audience the first time.
• Increase ROI
  Eliminate the phone tag and recover 18% to 22% of lost revenue. Drive conversion rates, and reduce churn.
• Works with All Carriers
  Neustar manages caller ID across over 850 carriers – and is trusted by more than 8,000 leading brands and enterprises in financial services, government, healthcare, insurance, and more.

6. Is CNO a standalone product? Do I need any other products?

You do not need any other solutions to implement CNO, however, it just one component of Neustar’s TCS suite of solutions. Visit our Trusted Call Resource Center to learn how our solutions can help enterprises optimize outbound call operations, increase contact rates, improve the customer experience and protect your brand reputation.

And, how our Trusted Call Guide helps Communications Service Providers (CSPs) comply with regulations and standards, empower businesses to improve the call experience, and protect consumers from fraud.

7. What’s the difference between CNO and Branded Call Display (BCD)?

Caller Name Optimization allows your business to manage and customize outbound caller identity through a centralized online portal. This process protects your business from inaccurate mislabeling, spam tagging and blocking and discourages fraudsters from targeting your brand. Key features of Caller Name Optimization include:

• Caller Name Management – Register the name displayed for your business on landline phones across 850+ service providers by Standardize ‘Calling Name’ up to 15-character name,
• On-demand name changes – Reflected within one 15 minutes.
• Spam Tag Mitigation – Mitigate spam mislabeling, designate and register verified business numbers used for outbound calling across the telecom ecosystem.
• Do-Not-Originate (DNO) – To deter spoofers from abusing your brand, designate verified in-bound only business numbers.
• Monitoring – Monitor your brand’s calling reputation and receive alerts of unusual activity.

Branded Calling Solutions

Branded Caller ID enables users to display their full business name on the mobile display, reassuring customers about who is calling, so they answer.

Branded Call Display (BCD) enriches the mobile call experience by displaying additional content and context to the customer before they pick up the phone. Branded Call Display allows businesses to:

• Personalize the call experience with targeted messaging for each audience.
• Contextualize the call by providing key identifiers such as caller name, business location, title, and department.
• Convey trustworthiness by authenticating each call with a verification mark.
• Visually enhance the call for smartphone users by displaying company logos, images, and e-business cards.

8. How difficult is it to implement CNO? Does it integrate easily into my existing operations?

Caller Name Optimization can be stood up in a little as 5-10 business days. No integration is required on the enterprise contact center side―saving implementation time and eliminating the need for IT resource support.

9. Why is CNO better than competitor’s solutions?

Neustar’s CNO offers numerous benefits over competitor offerings, including:

• Central Platform to Access Caller ID Ecosystem – Authoritative repository of caller identification information, published in near-real-time across all leading phone carriers and caller ID mobile apps.
• Mitigation of blocking and tagging across the entire telco ecosystem, including all major wireless carriers.
• Ongoing monitoring and Reporting - Neustar provides ongoing monitoring of enterprise registered numbers to mitigate tagging and blocking. This includes tagging notification from the Neustar Trusted Call Solutions portal. Comprehensive Portfolio of Trusted Call Solutions – Full set of integrated market-leading caller ID solutions for mobile and landline displays.
• Leader in Caller ID – Market position allows dynamic Caller Name (CNAM) updates and protects from caller name impersonation.

10. How long does it take for me to see results, like increased answer rates?

Upon implementation, meaningful results are often observed within 30 days.

11. Does CNO include reporting features?

Neustar’s CNO provides a variety of free reports through the Trusted Call Solutions (TCS) portal, including:

• Registration Status of Telephone Numbers (TNs)
• Current TN Reputation Report
• Monthly Call Volume by TN
• Change History by TN