How Can Businesses Reassure Their Customers That It's OK to Pick Up the Phone?

What:

For businesses, getting customers to answer their phones can be a challenge. A key reason? Consumers are tired of the endless barrage of illegal robocalls. So because of this, more than 75% of calls from unidentified or unfamiliar numbers go unanswered.

While the deployment of the SHAKEN/STIR framework is helping turn the tide by mitigating spoofing and illegal robocalling, unfortunately robocalls have harmed consumer trust in answering calls from numbers they don't know or recognize. To combat this, businesses and their numbers must be vetted, registered, and verified by service providers to help outbound calls be delivered to consumers and displayed appropriately.

During the ITEXPO Session, "How Verification is Helping Maintain the Integrity of Voice Calls," Jonathan Shulman, Vice President of Business Development at iconectiv, and Michelle James, Vice President, Strategic Industry Programs at CTIA, will explore the industry initiatives to help preserve trust in voice communications.

The session will provide insights on Registered Caller, a centralized telephone number registry facilitated by CTIA and iconectiv, and developed with input from major voice providers, robocall mitigation companies, and other leaders in the voice service industry. Shulman and James will discuss how the registry works, how it's being used by companies to ensure their legitimate and wanted calls are reaching consumers, and the latest on its impact on illegal robocalls.

This session will also address the latest policy addition to the country's SHAKEN-based Calling Number Verification Service: adding toll-free numbers. They will discuss what this policy change means for businesses and contact centers that use toll-free numbers for outbound calling.

Who:

Jonathan Shulman, Vice President of Business Development at iconectiv

Michelle James, Vice President, Strategic Industry Programs at CTIA

When:

Wednesday, June 22, 2022, at 10:00 - 10:25 a.m.

Where:

ITEXPO

Broward County Convention Center

Fort Lauderdale, Florida