How VeriCall® Technology Works
Enterprise-Grade ANI Validation and Spoof Detection for Contact Centers.
Part 1: Collect Call Metadata
Once a person presses the button on their phone to dial a phone number, data is generated to begin documenting the call process. As the call travels through the telephone network on the way to its destination, additional data is compiled. All of the data pertaining to a call can be referred to as its ‘metadata.’ In addition to capturing which number placed the call and the number that was dialed, the metadata elements also include when and where the call was made, and information related to the route that the call took through the network. When the call is answered, the dozens of individual data fields can be packaged together and delivered digitally to a business within what is called a SIP Header. Businesses can use the SIP Header in many different ways.
Part 2: Metadata Delivered via API
Next Caller Customers can instantly transmit the SIP Header to Next Caller in the IVR, via an API powering Next Caller’s VeriCall® Technology. VeriCall Technology uses proprietary SIP Header analysis to validate the incoming phone number (ANI) calling. Through ANI Validation, VeriCall Technology can help a business determine when to trust the number being presented on the Caller ID, and when the number displayed on the caller ID is not the actual device that owns the number calling. VeriCall Technology analyzes call metadata and produces a score in less than 60 milliseconds on average, and can deliver the response to the IVR. The ability to validate an ANI early in the IVR is important because it can allow Customers to make more informed decisions when determining how to handle the call and what type of IVR experience is available for the caller.
Part 3: Machine Learning Analysis
VeriCall® Technology is designed and maintained by a team of experts that use machine learning to interpret and analyze SIP Header data. The technology is used to profile the unique attributes that make up individual calls—as well as the metadata patterns and correlations that may exist between calls. Over time, and through the insights gained from tracking and analyzing calls, VeriCall Technology has identified relationships between certain call types and the network paths they follow. By cataloging and categorizing the activity of over 2 billion calls to date, Next Caller has developed a proprietary log of over 3 million carrier-unique pathways within the U.S. telephone network. The intelligence supplied by the log can be used by VeriCall Technology to provide a risk score related to the ANI of an incoming call.
Part 4: Call Scored by VeriCall® Technology
VeriCall® Technology scores incoming calls into three general categories, “Green,” “Gray,” and “Red.” A “Green” call means that the call is likely coming from the device that owns the number and it is highly unlikely that the ANI is spoofed. Green calls can be used for ANI matching during caller authentication. On average, over 73% of calls analyzed by VeriCall Technology in 2021 received a Green score. A “Red” call indicates that the ANI was likely manipulated, which includes call spoofing, where it is not recommended that the ANI be used in the caller authentication process. “Gray” calls indicate that an ANI cannot be validated, but do not present the same likelihood of manipulation as a “Red” call. The scoring system helps to streamline the customer experience and helps to protect against callers who may try to exploit it.
Part 5: Use The Score in the IVR
Once a Customer retrieves the VeriCall® Technology score, they can decide to step-down authentication for “Green” calls, where benefits may include a personalized experience, fewer security questions, or more self-service options for the caller, any of which can also improve customer satisfaction scores. For the contact center, removing active authentication steps on Green calls can shorten handle time and increase IVR self-service rates to lower the cost per call. VeriCall Technology can also help protect against call spoofing by flagging high-risk interactions for further review.
68% Verification Rate & 20x ROI for One of Our Customers
Read Our Case Study to See How They Did It With VeriCall® Technology.