LiveVox Resources | STIR/SHAKEN

STIR/SHAKEN Is Here, Are You Ready?

LiveVox is prepared to help you with STIR/SHAKEN—for example, by giving you the ability to configure intelligent routing for incoming calls based on attestation level assigned by the carrier.

What is STIR/SHAKEN?

STIR/SHAKEN is a technology framework designed to reduce fraudulent robocalls and illegal phone number spoofing. . The framework uses digital certificates to ensure the number of a telephone call is authenticated. Every call is assigned to one of three levels of attestation based on validation criteria: either A (Full Attestation), B (Partial Attestation), or C (Gateway Attestation).

  • STIR is a set of protocols used to create a digital signature for a call
  • SHAKEN are the standards for how STIR is to be deployed by service providers within their networks
  • Each service provider obtains their digital certificate from an authority trusted by other providers
  • The certificate technology enables the called party to verify the calling number is accurate and hasn’t been spoofed.

Learn more about how LiveVox helps you mitigate omnichannel risk.

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A closer look at STIR/SHAKEN

STIR/SHAKEN is a catchy acronym, but what exactly does it stand for? And what is the goal of the framework? The framework uses digital certificates to ensure the number of a telephone call is authenticated. Every call is assigned to one of three levels of attestation based on validation criteria: either A (Full Attestation), B (Partial Attestation), or C (Gateway Attestation).

In other words, it’s all about enabling the authentication and verification of caller ID information for calls carried over Internet Protocol (IP) networks. STIR/SHAKEN is an answer to the problem of predatory robocalls and call spoofing, with the framework directly aimed at:

  • Protecting consumers against fraud and abuse from robocalling
  • Providing a stronger stance against malicious robocalling
  • Re-establishing trust in the communications ecosystem.

Learn more about LiveVox’s comprehensive approach to compliance.

Getting STIR/SHAKEN ready

At LiveVox, we’ve been actively engaged in STIR/SHAKEN preparations for more than three years. With the June 30, 2021 deadline already passed and the framework now officially an industry standard, LiveVox is ready to help you:

  • Understand and implement best practices to stay ahead of STIR/SHAKEN requirements
  • Proactively monitor Local Caller ID (LCID) effectiveness
  • Provision new LCID packages with verified phone numbers
  • Configure intelligent routing for incoming calls based on the attestation level assigned by the carrier (“A”, “B”, or “C”).

Learn more about LiveVox’s outbound, inbound, and blended solutions.

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How we can help you

Our goal, as shared by the FCC, is to proactively implement the STIR/SHAKEN framework—enabling us to provide confirmation for call origination and helping to establish trust with customers. We monitor critical contact center metrics for our clients and actively minimize the impact of call blocking in order to maintain effective and efficient customer contacts.

We help you maintain the trust of your customers with a comprehensive approach to STIR/SHAKEN by working to stay in lock-step with the telephony ecosystem, which includes:

  • Telephony Carriers
  • Regulatory Agencies
  • Service Providers
  • Analytics Companies
  • Industry Forums & Organizations.

Learn about other ways LiveVox can help you optimize quality and compliance management.

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Extended Overview

Download the STIR/SHAKEN must-have guide

Read this extended overview for a better understanding of STIR/SHAKEN, how it may impact your outreach efforts, and how to make sure your business is ready.

Why LiveVox?

Learn why leading contact centers chose LiveVox for their Omnichannel, CRM, AI, and Workforce Engagement Management solutions.

Frictionless Agent & Customer Experiences

Easily improve customer service and shift customer engagement between voice and digital channels while unifying all interaction history, customer profile information, and controls into a tailored agent desktop that improves effectiveness and speed.

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One Unified Platform

All LiveVox contact center operations are accessed via a single, secure cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.

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Comprehensive Risk Mitigation

LiveVox simplifies risk management with embedded compliance controls spanning CTIA, CAN-SPAM, CFPB, PCI, and other compliance-related considerations.

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Easy Integration

Supplement rather than replace your existing systems of record and CRMs using our simplified API approach, so agents get up and running quickly.

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Reduced Total Cost of Ownership

Drive performance and stay on top of security requirements with a TCO model that also avoids unnecessary technology, minimizes the need for costly professional services, and offloads security costs.

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A Partnership You Can Trust

LiveVox contact center solutions will support your unique business goals with a continuously evolving platform, in-depth training, dedicated account managers, our Customer Care Team, and Business Consulting sessions.

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Certifications

LiveVox is proud to be both PCI and SOC 2 Compliant.