Today, we’re thrilled to announce a new, industry-first solution to this challenging situation for contact centers with outbound call line identification (CLIs) serving your customers around the world. Cyara Number Trust is the first purpose-built solution that offers organizations a streamlined and faster way to conduct full, end-to-end tests across every major global, mobile network, covering all of the main third-party spam filters. This allows you to understand how your CLI and caller name ID (CNAM) are presented on mobile networks your customers are using.
To learn more about Number Trust, schedule a call with one of our experts!
Be Sure Your Customers Recognize You
We’ve all done it: automatically ignored and blocked an unbranded call to our mobile pre-labeled “potential spam.” In fact, carriers, mobile networks and spam filtering applications are making this process even easier, enabling users to automatically decline such calls and add the associated numbers to a “scam/spam” list so they never show up again.
This functionality helps to keep us safe and minimizes distractions and disruptions in our already busy days. However, while it’s beneficial for individuals, it can be bad for business.
When trustworthy organizations and businesses like financial institutions, doctor’s offices, insurance companies, travel agencies, and other service providers need to communicate important information to their customers – for example appointment reminders, technical support, or last-minute flight changes – it’s vital that these calls are branded and recognized by carriers and networks. This ensures that they pass through filters and are being answered by end-users.
Further complicating the matter is the varying and frequently changing regulations regarding anti-spam and scam rules across different countries. The rise of caller ID and call blocking or filtering applications like Truecaller and Hiya are helping to combat the influx of spam, yet sometimes this results in legitimate organizations’ outbound numbers being flagged as spam or scam. The changing ways these and other filtering and call ID applications, and the evolving and different rules every country has around spam make it near-impossible to continuously monitor whether your contact center’s outbound efforts are actually reaching your customers.
Examples of this type of legitimate, important outreach can include:
- Sales campaigns promoting time-sensitive offers to existing customers
- Healthcare scheduling services reminding patients to take a medication or attend an appointment
- Automated callback queuing (CBQ), offering a time-saving convenience for customers who prefer not to wait on hold
These are the types of calls that customers want, invite, or have even requested. When they appear incorrectly, are not branded, or are marked as spam, they’re unable to get through. For the businesses, this means lost sales and customer service opportunities, as well as brand damage. For customers, it means frustration and a bad CX.
Cyara Number Trust
Number Trust is your solution to this important challenge, designed to help contact centers gain end-to-end visibility into how their CLI and CNAM are displayed by mobile networks around the world.
The real beauty in this solution lies in its simplicity! You simply generate a test call from your telephony platform and verify how your number appears on the mobile network you are testing.
Number Trust test results equip your team with the necessary insights to take corrective action and collaborate effectively with carriers and identity management providers to resolve any number or name issues promptly. It also empowers you to better comply with call authentication standards, and ensure outbound calls appear as expected and are accurately registered. This means that your calls can reach your customers, provide the necessary service and better foster trusting, long-term relationships.
The benefits of being able to test your outbound CLIs on-demand and see how they’re displaying to customers around the world include:
- Increased call answer rates, resulting in higher revenue
- Greater achievement of service goals
- Heightened brand reputation
- Enhanced customer trust
- Reduced costs and effort required for phone line management
If your CX ecosystem includes outbound CLIs and callback functionality, contact Cyara today and ask about Number Trust!
