White Paper Assesses Trust in Enterprise Voice

New white paper analyzes how phone number reputation management, branded calling and call verification can help businesses combat declining call pickup rates

Transaction Network Services (TNS) and Juniper Research today announced the release of a new white paper, "Addressing Low Trust in Voice: Why Branded Calling is the Future of Enterprise Voice". The new research highlights how enterprises in 'high-touch' industries can secure their voice channels against robocall bad actors and increase customer engagement through positive phone number reputation scores, branded calling and call verification.

The white paper further examines factors that impact telephone number reputation scores, best practices for enterprises to maximize the value of their phone numbers, and ways organizations can deploy call authentication and verification technologies to future proof their voice channels. The white paper also includes global analysis of declining call pick-up rates by region, and factors driving the decline for this core enterprise communications metric.

Fraudsters are increasingly exploiting call spoofing and impersonation scams to target enterprises and steal sensitive customer information. These tactics not only erode consumer trust in the voice channel - to the point that 72% of people now refuse to answer unknown calls - but also put legitimate businesses at risk when their phone numbers are hijacked or wrongly identified as spam.

"The overwhelming volume of fraudulent robocalls has made it difficult for enterprises to reach their customers, creating significant engagement and retention challenges," said Sam Barker, VP of Telecoms Market Research, Juniper Research. "The white paper highlights solutions that strengthen phone number reputation, including call authentication and verification technologies, and proactively improve customer answer rates."

The report focuses on five best practices for enterprises to maximize the value of their phone numbers, including factors that take into account call behaviors, verification, and branded calling among others.

"For enterprises to effectively engage customers in today's robocall environment, protecting the reputation of their phone numbers is essential," said Seth Walton, General Manager of TNS' Communications Market business. "Branded calling and call verification solutions provide businesses with secure outbound communications that foster confidence among their customer base and restore trust in the voice channel."