The Role of STIR/SHAKEN in Inbound Call Centers

STIR/SHAKEN made it harder for illegal spoofed calls to trick consumers. The framework offers inbound contact centers an additional data element to establish trust in callers: the phone number’s attestation level.

As STIR/SHAKEN improves detection of spoofed calls, fraudsters will likely adopt other phone fraud tactics that do not rely on call spoofing, such as virtual call apps. Because of increasingly sophisticated fraud tactics, inbound contact centers end up treating all inbound callers with caution—requiring more time and resources and adding friction to the customer experience. Organizations that do not adequately adapt invite the risk of fraud losses via account takeover and revenue losses via subsequent customer attrition.

Nearly all these problems are eliminated if callers can be authenticated before reaching the IVR or an agent. STIR/SHAKEN data can provide a useful signal for this purpose, but inbound caller authentication requires additional signals and analysis.

Discover how forward-thinking inbound contact centers can leverage STIR/SHAKEN and pre-answer inbound caller authentication solutions to mitigate fraud, improve customer experience, and increase operational efficiency.

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