January 6, 2021

How Will STIR/SHAKEN Impact Your Operations?

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With the FCC’s June 30, 2021 deadline for STIR/SHAKEN implementation approaching faster than we all think, this new standard should be top of mind for operators of outbound call centers. To help, we’ve put together a new free eBook that breaks down what STIR/SHAKEN is, how the new rules impact you, and what you can do to stay focused on compliance and achieve success in spite of these new changes.

Today, we’ll take a closer look at one of the most frequently asked questions we’re hearing about STIR/SHAKEN: “How will the new standard impact my operations?”

If you’re not prepared, the new STIR/SHAKEN standards could have a significant impact on your contact center because of the increased risks of call blocking and/or your calls being negatively impacted.

Will your calls be blocked and what can you do about it? How will your calls be signed and do you need to sign your own calls? Will you still be able to reach new customers? These are all important questions to be asking with the FCC’s deadline for STIR/SHAKEN less than a year away.

June 30, 2021

Deadline for telecom providers to

implement STIR/SHAKEN standards

As an enterprise that relies on both your carrier and service provider, you need to ensure that both entities are being proactive about the upcoming rule changes. Is your service provider proactively engaged in implementing the necessary changes and requirements? Are they collaborating with carriers to ensure there is a plan in place? 

The last thing you want to do is assume everything will be taken care of and you don’t have anything to worry about as the deadline approaches. Due diligence is a requirement for call center operators to ensure there’s momentum toward reaching the goal of applying digital certificates to every call.

Nobody really knows for sure at this point if your calls will be blocked right out of the gate if you don’t have a token for those calls. But what will happen is that your level of attestation will be lowered if you don’t have arrangements in place to have your token at the highest level from call inception. So when you make your outbound dial, if you leave it up to the carriers, they may apply a lower token level—or no token—on your call which would lower the chances of call delivery. Carriers may end up blocking your lower-level or no attestation calls. They might not. At this point, it’s still up in the air.

More than 500 apps allow customers to flag numbers as

Spam, Scam, Nuisance, Political, Collection Call, etc.

What this all means is that by itself, STIR/SHAKEN won’t block any telephone calls. But when it’s fully implemented, customers and service providers might choose to block calls that come from an unverifiable caller ID. Just ask yourself: when you don’t know who’s calling, do you answer the phone?

Stay tuned for more posts coming in this in-depth series about STIR/SHAKEN.

Read our full STIR/SHAKEN eBook to find out:

  • What STIR/SHAKEN is
  • How it works
  • How it could impact your operations
  • What you need to do right now
  • What will happen if you don’t do anything
  • Best practices for implementation
  • How LiveVox can help

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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