In the ever-evolving landscape of enterprise contact centers, the rise of call spoofing poses unprecedented challenges to customer engagement and trust. Transaction Network Services (TNS) and Frost & Sullivan have joined forces to address these concerns in a comprehensive Executive Brief published today. The brief explores the impact of call spoofing on customer interactions and introduces innovative solutions that empower contact center decision-makers to navigate these challenges effectively.
The Unseen Threat to Customer Trust
Call spoofing, coupled with the erosion of trust in voice calling, has created a complex environment for contact centers and outsourced service providers (CCaaS, CPaaS, etc.). Traditional customer experience (CX) solutions often focus solely on inbound interactions, overlooking the pivotal role of outbound engagement strategies in safeguarding brand security and customer protection.
Emerging Solutions for Outbound Engagement
The Executive Brief highlights two key technological components essential for a successful outbound customer engagement strategy: TNS Enterprise Authentication and Spoof Protection, and TNS Enterprise Branded Calling. These solutions, often neglected in current vendor CX offerings, prove critical in addressing the challenges posed by robocall scammers and spoofers.
Denny Randolph, President of TNS Communications Market, emphasized the importance of the Frost & Sullivan Executive Brief, stating, “This resource is critical for contact center decision-makers aiming to protect customers, enhance outbound engagement, and counteract the negative impact of call spoofing. The solutions presented will be particularly valuable for industries such as financial services, healthcare, retail, and hospitality.”
Key Components of TNS Solutions
TNS Enterprise Authentication and Spoof Protection play a pivotal role in identifying spoofed calls, ensuring that only legitimate, authenticated branded calls reach the recipient. This technology becomes a shield for enterprises, safeguarding both customers and brand reputation from the threats posed by robocall scammers and spoofers.
Additionally, TNS Enterprise Branded Calling focuses on restoring trust in the voice channel by providing comprehensive call information on incoming screens. This allows consumers to easily discern which enterprise is reaching out to their mobile devices, enhancing transparency and rebuilding trust.
Benefits for Enterprise Contact Centers
The Executive Brief outlines several key benefits that TNS solutions bring to enterprise contact centers, including:
- Protecting customers from call spoofing
- Reducing costs and boosting agent productivity
- Enhancing customer and employee satisfaction
- Personalizing the service experience
- Increasing call answer rates
- Improving customer conversion rates and call durations
- Preventing voice fraud and protecting brand reputation
In a world where call spoofing threatens the integrity of voice communications, TNS and Frost & Sullivan offer a roadmap for contact center decision-makers to fortify their outbound engagement strategies and, in turn, enhance customer experiences and loyalty. For a detailed exploration of these solutions, access the full Executive Brief.