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Challenges of the Call Experience

Businesses still use voice calls to share complex, urgent or sensitive communication in our digital world. But the negative impacts of robocalling have made it difficult to reach customers by phone.

Why are customers not answering phone calls from your company?
 

 

How do the challenges you face in contacting customers over the voice channel impact your business?

 

Findings from Neustar commissioned Forrester survey: Why Customers Won't Take Your Call.

 

Timeline: Anti-Robocall Regulations

Lawmakers and regulators have stepped in to protect consumers with aggressive actions and new rules being put in place.

November 16, 2017
FCC Adopts Rules to Proactively Block Illegal RobocallsRead more
November 5, 2018
FCC Demands Industry Adopt Protocols to End SpoofingRead more
May 23, 2019
TRACED (Telephone Robocall Abuse Criminal Enforcement and Deterrence) Act passed by U.S. SenateRead more
June 19, 2019
FCC Affirms Robocall Blocking by Default Read more
July 24, 2019
Stopping Bad Robocalls Act passed by U.S. House of RepresentativesRead more
 

STIR/SHAKEN Standards

Voice Service Providers have been directed by the FCC to implement robust call authentication by the end of 2019. STIR/SHAKEN standards create a secure framework to guarantee caller ID is accurate.

STIR:

Secure Telephony Identity Revisited (STIR) is a set of technical standards developed by the Internet Engineering Task Force (IETF) to certify the identity of originating calls.

SHAKEN:

Signature-based Handling of Asserted information using toKENs (SHAKEN) is a framework developed by the Alliance of Telecommunications Industry Solutions (ATIS) to implement STIR within IP-based service provider networks.


Neustar is a co-author of STIR, co-contributor to SHAKEN and exclusive host of the ATIS Robocalling Testbed for validating STIR / SHAKEN implementations.

Digital certificates are used to authenticate phone calls, similar to the way web transactions are validated. With STIR/SHAKEN in place, spoofed calls can be detected and stopped before they reach consumers, or a warning displayed on caller ID.

How STIR/SHAKEN will block spoofed calls:

 
  1. When a spoofer places a call, the originating carrier cannot verify that the entity is authorized to use that number, so no authentication token is attached.
  2. Without a token, the call fails verification at the terminating carrier.
  3. A warning is displayed on caller ID, or the call is blocked.

Adoption of STIR/SHAKEN

Many carriers are in progress of implementing this call authentication technology.

In a survey taken early 2019, here's what respondents shared where they are in implementing call authentication.

Which stage of implementing call authentication (STIR/SHAKEN) are you in?

 

What is the MOST IMPORTANT driver to your organization for implementing call authentication?

 

July 11, 2019 - At the FCC Robocall Summit the largest carriers expressed that they will implement STIR/SHAKEN by the 2019 deadline for at least a portion of their networks. Read more here.

August 22, 2019 - U.S. State Attorneys General and twelve major voice service providers signed a Memorandum of Understanding for carriers to incorporate eight anti-robocall principles, including implementing STIR/SHAKEN.

*Polls taken from webinar attendees: Meeting the FCC Call to Action with STIR/SHAKEN.

Solutions

Below are solutions and resources to help Communication Service Providers (CSPs) and Enterprises manage the negative impacts of robocalling and call scams.

 

Solutions for Enterprises

Anti-robocall measures have hit enterprises especially hard, with expanded call blocking and spam tagging mistakenly impacting legitimate business calls. In addition, business reputations are at risk from scammers who impersonate brands in order to defraud consumers.

 

Solutions

Enterprises need ways to effectively reach customers by phone, improve call experiences and protect their brand.

Caller Name Optimization
Prevent wrongful call blocking and spam mislabeling, stop scammers from spoofing your brand and display an accurate caller name and number.

Branded Call Display
Add branding such as a logo to caller ID to provide identity and context.

Contact Center Solutions
Optimize and de-risk outbound calling.


Resources

Learn more about overcoming the challenges of connecting with customers by phone and improving the call experience.

 

A Better Experience with Caller Name Optimization
Watch Video

Why Customers Won't Take Your Call
Read Whitepaper

Robocalling and Call Spoofing
Read FAQ

The Bottom Line of Better Call Experiences
View Infographic

Trusted Call Solutions Drive Better Customer Experiences
Watch Webinar

Are Your Calls to Customers Getting Through?
Watch Webinar

Trusted Call Solutions for Business
Read Solution Sheet

Trusted Call Solutions for Business
Watch Video

Customer Call Experience
Read FAQ

 

Neustar is a pioneer in call authentication and leader in caller ID. Our long-standing work with key stakeholders in the industry gives us a broad perspective, deep expertise and a unique perspective to bring together the whole picture on robocalling and call fraud.

Let's Connect

Find out how Neustar can help you succeed in the connected world.

Contact Us   Give us a call 1-855-898-0036