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News : Convoso Launches ClearCallerID™

#contactcenterworld

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."

#contactcenterworld


About Convoso:
Company LogoConvoso’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.
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Today's Tip of the Day - Keep Cost In Perspective

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Published: Tuesday, June 1, 2021

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2024 Buyers Guide Help Desk Software

 
1.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

3.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

4.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

5.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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