Aspect to Integrate Dialer Products with Google Verified Calls Service

One thing nearly all Americans can agree on nowadays is that robocalls and scam calls are a scourge. They waste cell phone minutes and time, and they raise our blood pressure. While most of us don’t pick up a call from a number we don’t recognize, the phone still rings, and the voice mailbox gets cluttered. Legitimate businesses are harmed because consumers won’t pick up their calls, thinking they’re unwanted robocalls or scams.

Technology has stepped up to try and combat these nuisance calls. Google (News - Alert) is one of the companies that has addressed the problem with its newly introduced Verified Calls feature in its Phone app. The Verified Calls was added to increase call answer rates, build trust, and help consumers by presenting calls from legitimate businesses with verification, branding, and call reasons. When participating businesses place calls, Verified Calls establishes trust by confirming the identity of the businesses in real-time so users can be confident that calls aren't spoofed. Users receive enhanced experiences with the caller business name and logo, verification badge, and the reason for the calling, setting the ground for a successful engagement.

Customer engagement solutions provider Aspect (News - Alert) recently announced that it plans to integrate its enterprise contact center dialer products with Google’s Verified Calls service.

Consumers still rely on voice calls to communicate with businesses. According to Aspect’s recent report, the Aspect Consumer Index 2020, it’s the preferred interaction channel when urgency, security or privacy is critical. Herein lies the fundamental issue: customers often don’t answer calls if they don’t recognize the number. It’s easy for spammers to disguise themselves as legitimate callers. Google’s Verified Calls service addresses this key business problem.

“We integrated Google’s new feature to facilitate good calls,” said Michael Harris (News - Alert), Aspect Chief Product Officer and CMO. “Our enterprise customers are among the largest financial institutions in the world and they need to reach their consumers. Likewise, consumers need to answer those calls with confidence. We view Verified Calls as a giant step in the right direction.”

Edited by Maurice Nagle