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7 Point FCC Strategy to Defeat Illegal Robocalls - Contact Center Compliance - ContactCenterWorld.com Blog

7 Point FCC Strategy to Defeat Illegal Robocalls

The FCC adopted the Consumer Advisory Committee’s (CAC) recommendation for unwanted call blocking during their September 18th meeting. The intent of the seven action items is to focus on the importance of allowing voice-service providers the flexibility to address illegal robocalls in a way that does not inadvertently block legitimate business-to-consumer calls.

Background

For some perspective, we go back to March 23rd when the FCC issued their initial robocall recommendations proposal (see FCC Declares War on Robocallers). Their goal was to facilitate a process that allowed voice-service providers to block illegal robocalls. This proposal was made available for comment in a Notice of Proposed Rulemaking and Notice of Inquiry. Based on input from those in the teleservices industry, they sought to develop criteria for differentiating illegal robocalls from those which are legitimate.

“We know the problem of illegal robocalls is complicated and the solutions are many – and today’s proposals are only the Commission’s first step toward defeating this scourge.” -- FCC Chairman Ajit Pai


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The FCC believed that the best strategy for achieving their goal of eliminating illegal robocalls was to work with the industry by removing regulatory roadblocks. They wanted to address competing policy considerations regarding call blocking. Their goal was to arrive at an effective solution that ensures consumer protection without hindering legal business-to-consumer communications.

On May 19th the FCC adopted the CAC’s proposal of recommend steps that the agency should take to combat unwanted robocalls. Their 11 Recommendations for Unwanted Calls covered the topics of education, enforcement, and the consumer complaint process.

That brings us to September 18th. The CAC pushed this issue to the next level by adopting their proposed recommendation to the FCC, Recommendation Regarding Unwanted Call Blocking. It included the following action items.

7 Point Unwanted Call Blocking Recommendation

Suspected Illegal Robocalls. Permit and encourage voice-service providers to block robocalls in certain specified circumstances to protect subscribers from suspected illegal robocalls.

Subscriber Requested Blocking. Permit and encourage voice-service providers to block calls when the subscriber to the originating number has requested that the calls be blocked.

Suspicious Call Origination Blocking. Permit and encourage voice-service providers to block calls (and to develop any industry practices and procedures needed to facilitate such blocking) in the following circumstances.

Calls originating from invalid numbers

Calls originating from numbers not allocated to any provider

Calls originating from numbers that are allocated to a provider but not assigned to a subscriber

Blocking Service Awareness. Encourage voice-service providers that have implemented call blocking services to inform current and potential subscribers through, at minimum, their published terms of service.

Collaborative Blocking Solutions. Encourage stakeholders from consumer and industry sectors to work collaboratively to develop processes and solutions whereby unintended blocking of legitimate callers can be remedied in a timely and efficient manner.

Optional Blocking Tools. Encourage voice providers to offer consumers optional tools to block robocalls beyond the four categories mentioned in the NPRM and NOI and make information about those options easily available to current and potential subscribers. Voice-service providers (and third-party providers) should be afforded sufficient flexibility to establish standards that can be utilized to meet this goal.

Blocking Impact Review. Study the implementation and effectiveness of blocking measures, within two years after the new rule is finalized in order to assess the impact of various blocking measures.

The meeting concluded with Matthew Berry, Chief of Staff for FCC Chairman Ajit Pai, stating that illegal robocalls are a “top priority” for the FCC, but he emphasized that attacking it would require a multi-pronged strategy. The overall consensus was that solving the problem will not happen overnight. 

CONCLUSION

We are optimistic that the intent of these recommendations is to find a balance between blocking illegal robocallers and preserving the legitimate right of businesses to communicate with consumers. Still, there is cause for concern. Even though technology within the teleservices industry has made incredible advancements over the last 10 years, there is no reliable way for voice-service providers to effectively block illegal robocalls without legitimate calls being caught in the sweep.

Every day, legitimate business-to-consumer calls are appearing on consumer phones as “suspected scam” or simply blocked. For debt collections agencies this is a critical issue that directly affects their business and needs to be considered as new call blocking technologies are being developed.

The good news for the telemarketing industry is that the FCC is aware of the problem and attempting to find a reasonable balance between consumer protection and the need for businesses call consumers for legitimate purposes. The bad news is that implementing any new regulatory solutions will take time. For now we must that expect voice-service providers will continue to provide imperfect blocking tools that catch more than illegal robocallers in their technological nets.

Similarly, a problem common to businesses that use telemarketing and ATDS is the confusion of choosing the correct TCPA “consent” requirement for calling on your leads. Contact Center Compliance has developed the simple solution for your business.  Download our free Quick Reference Guide for easy identification of the correct “consent” requirements under the TCPA based on the specific Call and Line Type of your lead data.

Your FREE complimentary compliance resource is only a click away.

Contact Center Compliance is an award winning cloud-based compliance solutions provider. Our team will work with your business to identifying solutions that enable your call center to easily adhere to the latest DNC and TCPA regulations in a cost effective manner. Sign up for a complimentary strategy session with one of our team members or contact us at support@dnc.com or call us at 866-DNC-LIST (362-5478) x116.

Source: http://dnc.com/7-Point-FCC-Strategy-to-Defeat-Illegal-Robocalls

Publish Date: September 25, 2017 5:00 AM


2021 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
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