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January 7, 2021

Best Practices for STIR/SHAKEN Implementation

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.

To finish off this series on STIR/SHAKEN, this final entry will dive deep into best practices for STIR/SHAKEN implementation—focusing on recommendations you can start employing right now to be proactive before the FCC’s deadline hits.

It all starts with your technology provider. Is your current platform capable of supporting STIR/SHAKEN? Do you understand your platform enough to establish trust with your provider? For a contact center, customer trust starts at the core of your operations, and that’s with your calling technology.

You need to engage your technology provider and understand what they’re doing to get ready for STIR/SHAKEN implementation. You have to know what, if anything, needs to be done with your platform—hardware and/or software—to ensure that you’ll be able to meet the new requirements.

It’s also important to ensure that you’re using legitimate caller ID numbers for your business that are provisioned by your carrier and that you’re authorized to use by your service provider and your clients. If you’re not, you can ultimately be fined, with precedent existing in call spoofing and spam calling court cases. There can be real monetary penalties involved for not using authorized caller ID numbers.

The FTC has brought more than 100 lawsuits

against over 600 companies and individuals

responsible for billions of illegal robocalls

and other Do Not Call violations

Another key consideration is to make sure you’re not oversaturating your customers with unnecessary calls. Watch out that you aren’t over-dialing because your contact rates could easily go down. Instead, think about adjusting your call cadence or assigning a specific number of caller IDs per agent. The most important thing is to have a flexible strategy that enables you to adjust to changes and maintain your contact rates. 

This completes our in-depth series about STIR/SHAKEN. We hope you’ve found these posts to be helpful and informative in shining more light on the subject. If you have any questions about STIR/SHAKEN, don’t hesitate to contact us.

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 interactions a year. By seamlessly integrating omnichannel communications, CRM, AI, and WFO capabilities, the Company’s technology delivers an exceptional agent and customer experience while reducing 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 500 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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