Los Angeles, CA, USA, May, 2021 -- Convoso, developer of outbound contact center software solutions, has launched ClearCallerID™, a tool that boosts the effectiveness and power of their Caller ID Reputation Management by tracking blocked and flagged phone numbers. The new capability monitors the health of the caller IDs used by outbound call centers to dial prospects and customers by identifying when their caller IDs are blocked or labeled as a spam risk by the major telecommunications carriers. Convoso ClearCallerID™ also applies advanced predictive analytics to forecast the impact that blocked and flagged calls have on a company’s existing KPIs.
"Legitimate business phone numbers are getting caught in the web of call flagging and blocking that’s intended to target scammers and nefarious actors," said Chief Product Officer and Co-Founder, Bobby Hakimi. "This new feature, Convoso ClearCallerID, addresses the issue for our customers by delivering a significant enhancement to our existing caller ID reputation management capabilities."
The Rise in Flagged and Blocked Calls in the US
Since 2019, outbound contact centers have seen a major spike in their phone numbers being flagged or blocked. The wave of illegal robocalling activity in the United States has forced both regulators and carriers to take action to prevent illegal spoofing and robo dialing. Due to safe harbor laws that allow telecommunications providers to broadly flag and block phone numbers, even if they are associated with legitimate businesses, many outbound contact centers find that their numbers are regularly flagged and blocked.
Telecom Algorithms, Designed to Catch Criminals, Create a Major Obstacle for Legitimate Outbound Calls
In the attempt to reduce and block scam and unwanted calls, telcos have implemented algorithms to protect consumers. However, what’s happened is that many important and legal calls are getting flagged as potential spam risk.
"Legit companies all around the states are impacted by this caller ID flagging mechanism," said Chief Product Officer and Co-Founder, Bobby Hakimi. "Even consumers are affected.
"There was an outstanding balance on my car lease, and the bank repeatedly tried to reach me with no luck. The caller ID showed my bank’s call as potential spam, and trusting this system, I obviously did not pick up. The result? A late payment was filed against my credit. For someone who prides themselves on their perfect credit score, this was a huge shock.
"Now imagine this on a global scale: businesses trying to reach out to their large customer base with no luck because the volume of calls they place is not acceptable to these telcos' algorithms and in return get flagged.
"With Convoso’s solution, ClearCallerID™, our customers can be one step ahead and monitor their numbers so they can quickly adjust calling and number usage to mitigate the impact of the flagging."
Convoso’s cloud contact center platform is designed to improve customer interactions and experiences at every stage of your business operations. From designing to executing campaigns and customer service strategies, our platform ensures the user experience and interactions are productive and enjoyable for both your customers and employees alike.
Published: Tuesday, June 1, 2021
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