January 8, 2021

New Report: Ahead of STIR/SHAKEN, Few Contact Center Leaders Feel Prepared

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In an effort to learn about the robocall risk mitigation strategies organizations have or plan to enact in preparation for STIR/SHAKEN, LiveVox surveyed over 300 contact center professionals at the C-suite, VP, Director, and Manager levels to gauge their understanding of the upcoming June 2021 FCC mandate. 

Based on these inputs, we identified two simple yet powerful imperatives leaders should take action on now: 

  1. Has your provider completed the FCC tokenization process? 
  2. What level of attestation will they achieve? 

The report highlights the challenges, gaps, and opportunities for contact center professionals as they relate to STIR/SHAKEN at this critical juncture in pre-implementation. 

You can read the full report here, or check out the summary below.  

The three B’s of attestation

At its core, STIR/SHAKEN is a call authentication system intended to prevent robocalls and restore consumer trust. It is based on the three-tier attestation, or validation, a system that can simply be remembered by three B’s: Bad (C-level), Better (B-level), Best (A-level)

In order for calls to get through the STIR/SHAKEN attestation process, they will have to first be vetted by their carriers at call origination. Our survey found that most contact center leaders are in the dark when it comes to the progress their vendors have made on this front, with only 9% reporting knowledge of their vendor’s tokenization completion status

These findings were consistent irrespective of the vendor participants noted, pointing to the need for greater education and communication between providers and clients — a need legitimized by the 27% of participants who said they don’t understand STIR/SHAKEN at all, with another 39% claiming only a partial understanding of the requirements.

In the STIR/SHAKEN protocol, attestation refers to how calls will be validated and categorized between originating and terminating carriers. It is built on a 3-tier system based on the originating caller’s IP information, with A being the highest level of validation possible (Best), and B (Better) and C (Bad) for calls where identity can’t be 100% recognized, with C signifying an unknown or unauthorized call identity. 

An astonishing 74% of respondents are uninformed about their provider’s attestation level. It’s important to attain an A-level attestation under the new protocol because this guarantees your calls will travel carrier networks successfully, while B and C attestation levels could significantly hamper your ability to connect with customers.

Survey snapshot: Don’t wait for your calls to get blocked to begin preparing. 

It is critical that contact center operators work with their service providers to understand and analyze call traffic in order to determine what is happening with their calls as they travel carrier networks. Doing so will ensure that contact rates do not fall below current and expected levels.

STIR/SHAKEN could significantly impact your entire operation if you’re not 100% sure that your calls are going to be delivered in the future. You can’t sit around hoping and waiting for your service provider or carrier to do something about STIR/SHAKEN. 

For more on STIR/SHAKEN, check out the following LiveVox resources:

Webinar: STIR/SHAKEN is Shaking up the Contact Center: Everything You Need to Know

What is STIR/SHAKEN and How Does it Work? 

What Do You Need to Do About STIR/SHAKEN?

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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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