August 26, 2020
Modern telephony has evolved quite a bit throughout the decades. Today VoIP is increasing becoming a popular option for calls due to its cost effectiveness. Call authentication is crucial to implement security, however this could hurt your business as well.
August 19, 2020
Scammers are always looking for a way to get one over on consumers. It's becoming increasingly common for scammers to target healthcare entities with call spoofing to masquerade their legitimacy when conducting fraudulent activity.
August 12, 2020
There has been an unexpected decline in robocalls in recent months. While a large number of the decline is related to the Covid-19 pandemic, the STIR/SHAKEN framework is also accounting for some of the declining robocalls. Is your business prepared for potential blocked calls?
August 5, 2020
Phishing attacks are one of the most common tactics scammers use to try to defraud consumers. SMS spoofing is just another tool scammers use in their arsenal to target customers and businesses alike. These are the common scams and targets of "smishing" attacks.
July 29, 2020
Fed up with endless robocalls, consumers are not hesitant to flag numbers from unwanted calls. These calling techniques could be hurting your business and increase the likelyhood your numbers get flagged as "Spam Risk", "Scam Likely" or "Nuisance Call".
July 22, 2020
Using proper phone etiquette can dramatically improve your customer experience and conversion rates. Phone etiquette begins with your dialing lists, campaign setup and caller ID but ultimately ends with your agents' performance on the call.
July 15, 2020
Caller ID spoofing is one of the primary tools scammers use. However other types of phone fraud are utilized for different illicit means. The VINES working group aims to mitigate other forms of phone and caller ID fraud outside of the scope of the SHAKEN/STIR framework.
July 8, 2020
Every call center should be aware of compliance laws. While the TCPA and DNC are known by almost everyone, there are industry and regional specific compliance regulations that could affect your business. Here are some of the major call compliance laws you should know about.
July 1, 2020
"Vishing", or voice phishing, are scams conducted via telephone to try to defraud consumers. Typically these employ caller ID spoofing or SMS spoofing to try to appear legitimate. While legislation to stop robocalls has been passed, this hasn't stopped the millions of scam calls annually.
June 24, 2020
Blended call centers provide opportunities to improve the customers' experience. Automated call routing and skill based routing ensures customers reach agents with the appropriate skill level to resolve issues. Outbound calls also benefit agents from enhanced data forecasting.