In 2020, American citizens received almost 46 billion robocalls, with around 40% of these being thought to be fraud-related. No wonder fraudulent robocalls are the top source of consumer complaints to the Federal Communications Commission (FCC). The source of these spoof calls is the very same outbound dialing technology that enables companies to communicate with their customers.
So, to protect consumers, the FCC directed carriers to implement robust call authentication. STIR (Secure Telephone Identity Revisited)/ SHAKEN (Signature-based Handling of Asserted Information Using tokens), identifies signs of fraudulent, automated calls.
Although it adds authentication and verification steps to the traditional call flow architecture to validate call authenticity, STIR/SHAKEN can lead to legitimate calls labelled as spam.
Hammer’s Outbound Dialing Assurance service with STIR/SHAKEN decoding protects your legitimate calls by identifying blocked calls or mislabeled calls as “not trusted” or “not verified”. The Hammer team then works with you and your service providers to identify the root cause of the issue to ensure your legitimate calls are labelled correctly.
Keep your Outbound Dialing on-track
Outbound calls are crucial to staying connected to your customers, whether it is promotions, notifications or call-backs. But calls are useless if not answered because they are labeled “Potential Spam.” With STIR/SHAKEN implementations and other analytics developed by the telecom carriers, Hammer will ensures your calls reach your customers and avoid falling foul of carrier protocols.
Test the Performance of your Virtual Hold Callbacks
Customers value their time, and virtual hold callbacks are becoming an essential part of the customer experience. Using our automated testing capability, you validate your system’s ability to handle a large volume of calls from an end-to-end perspective. Have renewed confidence that every callback connects the customer with the right agent.
Maintain Continued Call Quality
Maintain end-to-end call quality across your entire call flow architecture, including STIR/SHAKEN infrastructure. You can simplify workflows and drill down for faster root cause analysis of call quality issues. And get transparency across the call flow by enhancing existing, industry-leading VoIP analysis.