Plan and prepare for widespread deployment
Account for known and unknown integration or performance limitations
Seek to develop a passive, customer-friendly call authentication process
The STIR/SHAKEN framework allows voice service providers to authenticate that the caller ID information transmitted with a particular call matches the caller’s number. Upon widespread implementation, the hope is that S/S will help reduce illegal spoofing, allow law enforcement to identify bad actors more easily, and help voice service providers identify calls with illegally spoofed caller ID information before those calls reach their subscribers. However, S/S was not designed to be a silver bullet for seamless authentication in the contact center. Indeed, the FCC has encouraged the industry to develop and implement new caller ID authentication technology in addition to the actions taken by the FCC.
Your expert panel
Tim Prugar
VP Operations, Next Caller, a PindropⓇ Company