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December 15, 2020

[Webinar] STIR/SHAKEN is Shaking Up the Contact Industry: Everything You Should Know about the FCC’s New Requirements

The FCC’s June 30, 2021 deadline will be here before we know it so STIR/SHAKEN & call blocking are top of mind for many contact center and customer experience leaders. In case you missed it last Thursday, we hosted legal expert Michele Schuster and some of our own operations experts for an in-depth conversation about:

  • What exactly STIR/SHAKEN is
  • How it could impact you
  • What you need to do about it
  • Implementation best practices. 

 Learn how STIR/SHAKEN is shaking up the contact industry and its implications for your business in this webinar recap and download the presentation here.

Webinar Recording

Full Transcript

Lindsay Shelby: [00:02:02] Alright. Thank you all, again, for joining today’s webinar, for an in-depth look at all things Stir/Shaken.

Lindsay Shelby: [00:02:08] We’ll be covering everything you should know about the FTC’s latest, uh, Stir/Shaken mandate. So I’m excited to be joined by a great lineup of panelists today, but before we begin, I’d like to go over a few quick housekeeping items to the right of your screen.

[00:02:23] You’ll see a questions panel. So questions arrive as we’re going through the presentation, please feel free to enter them in the Q&A panel. And our panelists will try and answer them throughout the presentation, or we’ll have some time for Q and a at the end of the webinar. If we run out of time and don’t have a chance to get to your question, we will be sure to circle back with you after the event.

[00:02:48] Um, also this webinar is being recorded and we’ll be sending out an email with those. The recording and presentation, um, after the event, in case you have any colleagues that you’d like to share the content with. [00:03:00] Um, so it’s that, Jason, I think I’ll kick it over to you to get us started today. 

Jason Queener: [00:03:06] Thank  you, Lindsey.

[00:03:07] Hey, just to echo Lindsay’s comments. Thank you everybody for joining. And I’m pleased to have a couple of folks join me today. For those of you that don’t know me, my name is Jason Queener. I’m a leader of our business consulting team here at LiveVox. And, uh, I’m joined by a couple of folks. Michele, would you like to introduce yourself?

Michele Shuster: [00:03:26] Sure happy I’m MIchele Schuster. I’m a founding partner. I’ve met Mac, Murray, and Schuster. I’m also a former consumer protection chief from the Ohio Attorney General’s office. And, uh, so I spent a lot of time, uh, helping to draft do not call regulations. And, uh, then when we got done with that, I went into private practice and I’ve been assisting clients with complying with telemarketing regulations on a state and federal level ever since.

[00:03:50] Uh, I’m also general counsel for PACE Uh, the Professional Association for Customer Engagement, uh, which is the only nonprofit, uh, [00:04:00] association that exclusively represents contact centers. So in that role, I get to spend a lot of time with the FCC and the FTC and have been hearing an awful lot about STIR/SHAKEN for years now.

[00:04:11] And it’s interesting to see it, uh, seeing it coming to fruition. 

Jason Queener: [00:04:16] Well, I can’t thank you enough for kind of sharing some of your expertise with us today. We’re also joined by, uh, a peer of mine. Ray, would you like to introduce yourself? 

Ray Waldheim: [00:04:25] Yeah, sure. Jason, I’m a product director here at LiveVox. Um, I, you know, I also wanted to kind of thank Michele up front as well.

[00:04:32] She brings a wealth of experience, as she mentioned, contact center, regulation, compliance, consumer protection. Of course he, Jason, I’m glad to be on this panel. Have you, uh, with your kind of vast knowledge of contact center operations, um, you know, kind of echoing a little bit of what Michele said it’s, it’s, uh, here at LiveVox.

[00:04:52] Uh, we’ve been engaged with, uh, this, Stir/Shaken initiative for over three years. And it’s been a very fluid topic. [00:05:00] Um, it’s really touched on all aspects of the telecom ecosystem. It’s not just a technology. Um, federal state agencies, telco governing bodies, telcos, cable providers, analytics companies, um, device manufacturers.

[00:05:16] It’s, it’s a really broad and wide stretching initiative. So hopefully, um, you know, we can take, uh, that, that three years of engagement and compartmentalize it for you in this one, uh, next hour. 

Jason Queener: [00:05:31] That’s the goal. Right? So, so with that, I think again, thanks both for joining us and let’s, let’s get into it here.

[00:05:37] So I’ll do a quick overview. Most of you probably already know this, the, uh, the FCC June 30th, 2021 deadline is rapidly approaching. I know that 2020. So like it’s going on for about 36 months here, but you know, we’re, we’re six months out from this deadline. So there’s a lot of questions that still remain about what it is and how it’s supposed to work.

[00:05:57] And today we’re going to talk a little bit about that, and we’re going to help you to [00:06:00] understand how they’re shaking will impact your operations today. Then we’re going to talk a little bit of how you can prepare yourself and be ready well ahead of the deadline in June and last and always most certainly not least.

[00:06:13] We’re always here to help. We have the experts in the subject and the space to help you navigate this, this tough, uh, topic. So we’ll do as best we can to do that for you today and going forward. So with that, let’s, let’s hop to the next slide and get into it.

[00:06:32] So I’ll, I’ll handle a couple of these real quick here. So, a few facts, the FTC publishers that do not call list and they started this. And as of October 20th, I’m sorry, October, 2020, there were 2.8 million complaints, um, imposters of those complaints for the topic of the robocall consumer reported with the most more than 420,000 complaints received.

[00:06:56] And I think everyone knows this, but there are literally [00:07:00] hundreds of tools out there that consumers can use to flag a number of spam. And it really takes one person to decide that your phone call is a nuisance to them or a political or a collection agency or, or spam. So, I mean, we’ve, we’ve seen them all out there.

[00:07:14] There are hundreds and hundreds of apps. There are processes provided by the telco carrier. So there’s lots of challenges up there that we’re facing. And I’m going to ask Michele to talk about the TRACED Act because I’m in no way qualified to handle this topic. Michele, can you talk a little bit about the TRACED Act for us?

Michele Shuster: [00:07:41] So the TRACED Act was, um, uh, passed by Congress at the end of 2019, and then signed into, uh, legislation by the president at the beginning of [00:08:00] 2020.

[00:08:01] Uh, it was the first time that we had a definition for a robocall. Uh, which is basically anything that violates the TCPA. It provided criminal penalties, uh, for a violation of, um, uh, certain regulations. It gave the, uh, FCC, uh, criminal, investigative, uh, authority, uh, but also, uh, and important to today’s conversation is that it required that shaken stir be implemented by voice service providers.

[00:08:31] By June 30th of 2021. So we’re about what, like seven months out now from a requirement that  be fully implemented. Obviously this is a game changer for anybody that’s functioning within the, as Ray said, the ecosystem of the telecom world, uh, it will require that you have, uh, you know, technology in place to meet those requirements.

[00:08:54] And that’s what we’re going to be talking about, uh, here for the rest of the presentation. 

Jason Queener: [00:09:00] Thank you for kind of covering that piece. I was, that’s definitely out of my area of expertise. So let’s, let’s go into it Michele. I’m asking you now, can you just kind of spend a couple of minutes telling us what STIR/SHAKEN is and how it works?

Michele Shuster: [00:09:15] Sure. Sure, absolutely. So, you know, at its heart, STIR/SHAKEN is a call authentication system. So, in order for calls to be able to get through the STIR/SHAKEN process, they will have to be tested by their carriers  at call origination. So tokens will be issued by carriers. And we’re going to go into that in some detail.

[00:09:41] And then on the other side, um, the terminating carrier is going to have to be able to, uh, pick up that, uh, that attestation level and accept that. Now, what does that attestation do? So, um, the, the, the purpose of it is to assign a level of, um, [00:10:00] uh, a level of confidence in the fact that we know who’s placing a telephone call.

[00:10:06] And that the caller ID that they’re using, they have the right to use that caller ID. And so for a call that’s originating and has the ability to establish those two things, an “A”attestation level will be assigned to that, to that, uh, That call if, um, the carrier that is originating that call, uh, and issuing the certificate or the attestation level is confident that they knew who’s placing the call, but they don’t know that they have the right back call originator.

[00:10:38] Then don’t know if they have the right to use the caller ID that’s being used. Then a “B” attestation level would be assigned to that. Uh, and then we have “C” or a gateway attestation, uh, which means that they don’t know who’s calling or if they have the right to use that caller ID. Uh, so, um, Uh, so, so [00:11:00] is important for STIR/SHAKEN because the framework of STIR/SHAKEN is intended to give a level of confidence for calls.

[00:11:08] It will be really critical that as you are placing telephone calls, as you’re working on your attestation level, that you’re able to work with your carrier to get that full attestation. That full A-level attestation. Uh, I’m sure a lot of you on this phone, um, on this, uh, on this webinar have been attending SIPNOC, and there’s been some interesting, uh, discussions during SIPNOC, and we’ll get into some of the details of that, but it’s important to know that as we’re talking about STIR/SHAKEN, it’s really only one level.

[00:11:40] Of this entire system. And we’ll be talking a little bit about this, uh, additionally, but, uh, there is a, uh, a set of analytics companies that also look at calls to determine if they should get through. So in essence, whether the call should be blocked or labeled, and the discussion that is [00:12:00] being had is if a call has an “A” [00:12:02] level attestation, whether that ensures that that call  will always get through that blocking. So this is an interesting topic that we’ll be talking about here. 

Ray Waldheim: [00:12:15] Okay. Yeah. I think that, um, you know, I’ve been in attendance at SIPNOC as well. Um, and I, again, I hope that, uh, there are attendees here who have been able to, um, get in on that information as well.

[00:12:29] A lot of great info there. Uh, you know, I just wanted to kind of add that, as a, as a service provider, A and B to me kind of represent a direct relationship between the calling party and the caller ID, uh, and that service provider and C as an indirect relationship. Um, assigning attestation levels, uh, and standards require vetting of customers and those [00:13:00] collar IDs, then there’s this acronym, and this presentation could be filled with acronyms, but this “know your customer”

[00:13:07] Um, kind of, um, message is where you legitimize that relationship between the calling party and, and the, and the caller ID they’re using. So as a service provider, we recognize the association of obviously our customers and the phone numbers they’re using, because we either provision them for them or they’ve RespOrg’d or LOA’d them to us.

[00:13:30] And, or they’ve been authorized by they’re clients to use those caller IDs to make those outbound calls. So there, there has to be consistent logic applied to the attestation level that you’ll assign. And that really starts with knowing who your customer is., 

Jason Queener: [00:13:49]  Hey, Ray real quick here, before we hop to the next slide and you kind of go through the, the, the, the nuts and bolts of the, the infrastructure.

[00:13:56] The question came up and the question is basically [00:14:00] we make calls on LiveVox, but we own the phone number and the caller ID. How is that going to kind of shake out in this attestation? 

Ray Waldheim: [00:14:08] Well, actually just as of three weeks ago, and I was going to talk about this a little later, but there was a change in the PC token access token accesses, or having a token is basically what you need to, um, to sign calls as Michele mentioned.

[00:14:26] And that was really exclusive to two carriers initially. But the governance authority, the STI governance authority has listened  to feedback that, that we’ve all provided that that players in the space had provided and said that this is, uh, a bit exclusive, um, the requirements that were out there.

[00:14:47] And there are some use cases that fall outside of the, you know, kind of a one-to-one relationship. And that is one of them. So the latest, um, [00:15:00] documentation FCC, um, documentation that has been released. I’ve got my handy copy here, actually touches on that a little bit. So, um, you know, we feel our interpretation is that you’re, you’re going to be in good shape as far as that specific scenario is  concerned.

Michele Shuster: [00:15:19] Yeah. You know, it really came down to the mission of voice service providers and whether voice service providers  because that’s the term that’s used in the TRACED Act can actually issue those types of certificates or be involved in that process. So, uh, I think we’ve gotten some good interpretation on that from the FCC.

Jason Queener: [00:15:40] Great. Thank you.

Ray Waldheim: [00:15:44] So, you know, this, this, this is obviously a diagram that reflects at a high level, an illustration of what the STIR/SHAKEN call flow is, uh, essentially the outbound service provider uses attestation  services to, [00:16:00] uh, insert an encrypted key, uh, into the identity header of the IP packet. Uh, one thing I haven’t mentioned is, um, you know, live ox is a 100% proprietary IP platform.

[00:16:13] So from a technical perspective, we have been in and are in a great place to adopt and implement STIR/SHAKEN. Um, so once that the header includes the at attestation level and other information that’s required for the passport, um, it’s sent out and then hits terminating service provider who has verification services to decrypt that packet using a, uh, a key verified famous ticket authority and the packet details are then used for call treatment.

[00:16:47] So, uh, ABC attestation the calling part of the originating party, the color ID used, et cetera, all of that is used, uh, to then pass the call to the end customer. Um, what’s, [00:17:00] what’s really kind of the goal from an end user perspective is, is something called, uh, RCD or rich called data or eCNAM, which will provide a, um, illustration on the handset, uh, whether it be a cell phone or even a, you know, a, uh, kind of a standard phone with, uh, obviously a digital type of a readout for landlines, for example.

[00:17:25] But, you know, the goal is something like a green check mark to indicate that that call was verified. Um, but what I, you know, what I want to illustrate outside of, um, this diagram is a little bit of the timeline. You know, this diagram really compartmentalizes the call flow, but you know, to get from point number one, over to point number eight, we’ve really been on a, on a journey to, to implement STIR/SHAKEN.

[00:17:53] And we, we actually implemented, uh, what was required from a technical perspective two [00:18:00] years ago, uh, December, 2018. And we’re a very early adopter, uh, and completed successfully testing on the ATIs new star testbed, um, which was a hosted test bed for service providers to verify that they have implemented successfully.

[00:18:18] We did that in March of 2019. Um, and then fast forward to October of last year, um, not a little over a year ago, we completed, um, interops with, with some of our parent carriers. And then, uh, most recently, just prior to, um, um, March of this year, we actually completed testing and delivered that, um, green check mark into the lab environment of, um, one of the three major big wireless carriers.

[00:18:51] So. You know, this is, this is not really just an illustration of technology, but it’s a reflection of, um, our [00:19:00] engagement and the relationships that we established and work through in order to, um, be a positive contributor to the implementation of STIR/SHAKEN, you know, especially for the enterprise use case.

Jason Queener: [00:19:13] That’s thank you, Ray. I mean, there’s a lot there and I want to hop to the next slide. Million dollar question. Um, Michele, can you share with us how this is going to impact operations? 

Michele Shuster: [00:19:26] Yeah. So it’s going to be really critical that, uh, as you were trying to make telephone calls, that you are certain that your calls are getting the, A level of attestation that they should be getting, because you are a legitimate caller and you have the right to use the caller ID numbers that you are using.

[00:19:43] So. You know, you’re going to want to make sure that you have that in place, because if you don’t, if you don’t have the proper level of, uh, attestation, then there’s a significant risk that your calls will not get through to the, [00:20:00] uh, to the call recipient, um, you know, and one of the aspects of STIR/SHAKEN and that hasn’t been addressed yet, um, that is required by the TRACED Act.

[00:20:09] Is that calling parties be notified and have an avenue of redress if their calls are not being attested to in the way they should be. And if the calls are not getting through. So being provided with notification about that, that is required to be in place by the end of this year. And it is not yet.

[00:20:29] So really just so critical that you’re working with a service provider that understands and is able to analyze traffic and determine what’s happening with your traffic, uh, and, uh, ensuring that, uh, you know, your, your contact rates are not, not, uh, not below where they should be. 

Jason Queener: [00:20:50] Yeah. I mean, that’s just it, right? I mean, if you don’t have that attestation where you need it to be in, you cannot ensure the quality of your connection or  even your [00:21:00] attempt for that matter, you could see profound deterioration in connect rates and contact rates. So this is, this is something that everybody needs to be actively involved with.

[00:21:09] So let’s hop ahead here. And let me ask you this then. Michele, what does there on the phone call need to do about this? 

Ray Waldheim: [00:21:25] Thanks, Jason. Um, you know, just real quickly redressing shit is an issue rather is something I brought up, uh, last year at sip, not, um, With the former CTO. I asked Eric, uh, Dr. Berger about that. Uh, you know, so like you said, we’re, you know, not a lot of headway there, but you know, the steps here, you can, you can see those, um, obviously, but you know, what I want to talk about is kind of like step zero, um, you know, which might be where you are today.

[00:21:58] Uh, just gathering [00:22:00] information, attending this webinar or getting educated. The key is to, to get and stay engaged as much as the resources will allow you, you need to ensure that you, uh, communicate and collaborate with, with your contact center service provider, uh, with your carrier or carriers, it’s often common that, um, you know, whatever platform you have may have multiple, um, circuits or carriers on the, on the platform and maybe even stay engaged with, um, you know, contact centers and organizations within your own vertical.

[00:22:35] Just to illustrate one, you know, kind of case of persistence, um, you know, that major carrier interrupt that we did to, um, six months to get that completed. And five and a half months of that was paperwork. And, you know, a week was testing and another week was review of the data. Um, so you have to stay consistent.

[00:23:00] [00:22:59] Um, dedicated resource, if you can, to drive that initiative internally, uh, and really you need to determine what the options are out there for you obtaining and maintaining, uh, A attestation for your, for the calls for your organization. Um, you know, really taking a back seat and assuming that your, your service provider or your carrier is just going to

[00:23:21]  be ready on June 30th when that deadline comes next year is probably not the position you want to be in. Um, so you need to ensure you understand your platform, it’s connectivity, uh, and then leverage your, your relationships with those providers to, to keep her moving forward. 

Jason Queener: [00:23:40] Thanks Ray. Okay, Michele, then back to you for a second here, what happens if I decide not to do anything now?

Michele Shuster: [00:23:48] So, if you decide not to do any, they now, when you’re not working on ensuring that your calls, uh, are attested to then, um, it means that you will not have, as Ray mentioned this [00:24:00] green check mark or, you know, right. I don’t think I know what was finally decided. Will it be a carrier by carrier basis? What the, um, what the symbol is that the call recipient will see on their smartphones or voice systems?

Ray Waldheim: [00:24:14] Yeah, you’re right. Michele, there’s still some interpretation. I think, you know, this is one of Richard Shockey’s most favorite discussions to have. I have, um, you know, is it a green check? 

Michele Shuster: [00:24:27] I think came up with the acronym. Right, right, 

Ray Waldheim: [00:24:30] right. Yeah. You know, is it going to be different between providers? Is it going to be different between handsets?

[00:24:34] Is it going to be different between obviously, you know, landline phones and cell phones? So there’s still some interpretation there. Um, but the main, you know, I think the main thing that I think about is if you’re passing A attestation, you know, whatever that visual indicator is, you know, whether it be like the basic check mark or green smiley face or whatever the case is, you’re in the best position.

[00:24:58] Um, regardless of [00:25:00] what that visual indicator might end up being.  

Michele Shuster: [00:25:01] Yeah. Yeah. So, so it really it’s, you know, it’s two important vans with, uh, ensuring you’re operating within, uh, the STIR/SHAKEN framework in a way that your calls are fully attested at an A level it’s first that you’re, uh, getting an attestation that’s picked up by the carriers analytics companies.

[00:25:20] Uh, so that your calls are not getting, uh, labeled or blocked because you have a low attestation level or no attestation level. Uh, and then as Ray and I were talking about, it’s going to be critically important as, uh, you know, consumers become aware of what that, whatever that is, a green smiley face, a check mark or whatever that.

[00:25:40] Uh, that means that it’s a trust caller that’s getting through that. Uh, you know, that, uh, the, the telecom carriers know who they are, that they have a right to use that number. It’s not a scam. It’s not somebody calling to tell you, you need to go to your computer immediately. It’s work where I, uh, you know, IRS called, if this is a legitimate call, so far more likely, uh, [00:26:00] that the, uh, that the, uh, those calls will be picked up.

[00:26:03] And then, you know, if you’re on the call center side and. Uh, you mean not taking action to ensure that your equipment works and that your service providers are able to, um, have you fully operational within the STIR/SHAKEN network obviously those lower con rates are gonna lead to, um, you know, dissatisfaction with, with your clients.

[00:26:24] So really important that you get, um, this issue, uh, behind you quickly, that you feel confident that, uh, you’re working the way you need to within the STIR/SHAKEN framework. 

Ray Waldheim: [00:26:35] Yeah, just real quick. I think that was a great point, Michele, you know, you’ll eventually, if you’re not prepared, you’ll eventually be in that difficult call or meeting with either internal business units or your client.

[00:26:49] Um, and you don’t want to be in a position of risk or, you know, worse, lose some business to a competitor. So, you know, you know, definitely can be some, some, [00:27:00] um, costs associated with the inaction. 

Michele Shuster: [00:27:04] Yeah, absolutely. 

Jason Queener: [00:27:06] Yeah, absolutely. So, Michele, I’m going to kick this back to you again here. Um, what’s um, sorry about that.

[00:27:13] So what, sorry, what are the best practices for these, for these folks for implementation? I mean, where are they kind of, we talked about the steps. What are the best practices associated with it? 

Michele Shuster: [00:27:25] Yeah. Uh, you know, it’s just really critically important that you talk to your technology providers, your voice service providers, um, make sure that, uh, they are going to be STIR/SHAKEN compliant.

[00:27:36] If you are working with the PBX, make sure that your PBX is not going to strip what it’s basically it’s the token, the sip header. Um, 

Michele Shuster: [00:27:53] So going back to that point that, uh, for instance, uh, your PBX’s aren’t stripping off, uh, you know, the sip [00:28:00] headers that are, uh, that token, that attestation level, that travels along them, the telecom network, it’s going to be really critical that you manage your caller IDs.

[00:28:10] Uh, and what I mean by that is to make sure that those are, those are valid caller IDs. It’s going to be important that you’re managing your dialing. You do not want to over dial. Uh, you want to be careful also with your calling patterns, anything that is a, uh, short burst of, uh, a large number of calls is going to be suspect.

[00:28:33] And so those are all things that you’re going to want to make sure that you manage. Um, it’s, it’s really critically important that you remain that you, uh, that you keep that A attestation level also, it’s probably worth mentioning that, uh, in the tray stack, uh, they, uh, the TRACED Act, uh, put into place, uh, penalties of up to $10,000.

[00:28:56] Per call, if you’re not meeting, uh, the caller [00:29:00] ID, uh, and you are using a caller ID that you’re not entitled to be using. So there’s some pretty significant ramifications if you really aren’t managing these types of things correctly. 

Jason Queener: [00:29:12] I also mean, it really is the hope here that we can kind of eliminate some of those bad actors out there in the space.

[00:29:17] So that’s, that’s really helpful news. I want to hit one question here before we move on. Um, and there’s a lot of questions, so we will get to as many as we can, but I wanted to clarify that, uh, one of the questions was how will this impact my outbound SMS messaging? And I wanted to just, Michele, if you could clarify, this is, this is really the voice activity only.

Michele Shuster: [00:29:35] That’s correct. That’s correct. And, uh, the CTIA and Mobile Marketing Association, they have standards that, uh, you should be referring to if you’re, um, concerned about text messaging. 

Jason Queener: [00:29:49] Great. Thank you. So, Ray, coming back to you here, we just went over some really daunting tasks and, and, and kind of hurdles here. How can LiveVox help?

Ray Waldheim: [00:29:59] Okay. [00:30:00] Um, I mean this, this slide really kind of. Reiterate some of the items that we’ve mentioned, um, you know, really very important to, to know that LiveVox is built from the ground up IP. Uh, we have incredible engineering resources, carrier internal carriers, uh, resources that have really driven the implementation of that technology within our platform.

[00:30:25] Um, you know, we’re helping, I think in the best way possible by embracing, STIR/SHAKEN as a positive contributor. Um, you know, the initiatives put into place are working towards reestablishing trust. And I don’t think we can stress that enough as re-establishing trust and in phone calls. Uh, you know, you’re, you’re getting the calls you don’t want, and you’re not getting the calls that you do want.

[00:30:52] Um, as you know, we kind of had a little segue into SMS. There we are a multi-channel. [00:31:00] omni-channel solutions, provider, email, SMS, and chat. And of course, as Michele said, STIR/SHAKEN is applicable to, to voice. So, uh, we’re striving to really maintain the highest levels of service, uh, for call completion to maintain all those KPIs.

[00:31:18] Um, Jason, of course your team works very closely on the business consulting side and sharing that information with our, our clients. Um, we want to continue to provide a compliant based platform that we’re, that we’re known for. Um, but, but this, this level of compliance really moves into technical compliance, um, and the technical compliance.

[00:31:43] Uh, is going to impact the operational, um, compliance. So, you know, that’s why we, uh, embraced, we got on board, uh, as soon as possible. Uh, we got engaged and built it into our platform. 

Jason Queener: [00:31:59] That’s great. [00:32:00] You know, I think, I think we have a quick summary here and then I’m going to start tackling these questions.

[00:32:05] Um, so just to quickly recap, so June’s coming. Yes, but I, I want to just reiterate something about race that we proactively monitor across our enterprise, our answer rates, our call outcomes and our blacklisted numbers for our customers. And we track those and monitor those for trending to make sure that we are doing the best we can to make sure our customer’s call is being completed.

[00:32:24] And they’re engaging with their customers. Um, we are constantly replacing caller ID packages for our customers. I think we’ve swapped out over, it’s gotta be over 52,000 at this point, but, um, that’s an active, we actively monitor and track blacklisting by, by the published list out there. And we act accordingly, uh, to Ray’s point, we were registered with the FCC to provide confirmation of the call, uh, origination.

[00:32:51] Next we’re measuring critical contact center metrics, right. To, to, to, to identify and really minimize the impact of the blocking. Right? So we do [00:33:00] that by measuring things like, uh, live answer rates, um, a lot of this results in an outcome of an answering machine because the call’s not going through, it’s going straight to a voicemail.

[00:33:09] So we track those percentages and those rates for our customers to make sure that they’re getting the best out of their outbound attempts. And lastly, we engage in STIR/SHAKEN and testing and completion and completion with our partners. Ray is at the forefront of that, and it’s probably a priority of his, his work week that he’s actively engaged with carriers and partners to make sure that we’re ready for this.

[00:33:28] So that in mind, let’s knock out a few questions here. Um, actually we’ve got one more summary. Ray,  do you want to actually take the summary real quick? 

Ray Waldheim: [00:33:38] Uh, sure. Um, let’s see, you know, I think several of these points, uh, we’ve talked about, um, you know, what I wanted to maybe add to this is a little bit more about the, um, engagement with the [00:34:00] FCC and access to a SPC token [00:34:06] so as a service provider, you can sign those calls. You know, in addition to, to this summary here, um, there’s still, um, work that’s going on to make sure that we’re enabling you as a client or a prospect, if you’re attending as a prospect to receive the highest level of attestation, um, we’re, we’re going to stay ahead of the implementation deadline, um, and share that your calls are not negatively treated.

[00:34:36] Um, we want to make sure that you understand, you know, not only just this platform, but your platform and have the information that you need to go forward and kind of investigate what you may need to do. Uh, definitely don’t want to be, um, take a wait and see approach. Um, and you know, like we’ve said several times we’ve been engaged for, uh, several years on this front.

Jason Queener: [00:35:02] Yeah,  for sure. Right. Thanks. Thanks for covering that. So listen a lot, a lot of questions here, Ray, I’m going to hit you with probably the biggest theme. Um, a lot of this question came in. I’m a lockbox customer. What do I have to do? 

Ray Waldheim: [00:35:15] Yeah, so, yeah, exactly, exactly. So, you know, one of the things I want to mention I mentioned earlier is that, um, you know, essentially from a technical perspective, you don’t have to do anything.

[00:35:32] Um, our clients are all legitimate businesses and legitimate customers. Um, LiveVox  is not a platform where you can go to a website and enter false information, um, and sign up and start dialing. You know, we’re a legitimate platform we’re recognized as part of the, um, SPC token registration actually, um, requires you to file, um, paperwork essentially [00:36:00] in order to register with the FCC as a service provider.

[00:36:03] So there’s governmental level requirements in place to vet companies that want to participate in STIR/SHAKEN as a service provider. And we’ve, we’ve taken those steps. We’ve accomplished those steps. Um, so from a, from a, uh, I guess an administrative perspective, you know, we’ve done the legwork to ensure that we can participate from a technical perspective.

[00:36:31] Uh, we’ve done the legwork to make sure that we can participate. And, and when I say we, of course, uh, you know, LiveVox as a platform, um, but of course that then carries on down to you as our client. Um, you know, we recognize the phone numbers that you’re using on the platform. You know, either we’ve provisioned them, signed them, you’ve RespOrg’d them to us, or your clients have authorized those, um, to us, um, are to [00:37:00] you rather to use as your caller ID.

[00:37:02] So, you know, at this point, um, you know, we’re, we’re handling the legwork for you as our clients. So we want to give you that assurance, um, that you’re covered in this scenario to participate. 

Jason Queener: [00:37:15] Yeah, I think that’s, I think that’s a really important takeaway and that’s, that’s a question we get a lot. It’s like, okay, I’m a customer.

[00:37:20] What do I have to do? Is there a form I have to fill out? Do I have to do? And it’s really business as usual. If your business is on live ops, because you know, we’re doing the heavy lifting for our customers. Now here’s an interesting question. And I’m going to send this your way himself, despite quite frankly, I don’t know the answer to this.

[00:37:35] Um, Will there be any sort of consumer communication to let the public know, Hey, that little green check mark or smiley face or whatever it means. This is a legitimate phone call hitting your phone. Is there anything like that? A campaign that’s coming out? 

Michele Shuster: [00:37:50] So I’ll say that, uh, um, FCC Chairman Pai, uh, probably about, I don’t know, six months ago, uh, was on several news channels [00:38:00] talking about STIR/SHAKEN and what it meant.

[00:38:02] I don’t know that he fully went to the fact that there would be some type of icon or token on a handset. Uh, I’m assuming that the carriers will educate their customers. Uh, but I haven’t heard about any, uh, consumer education campaigns. Um, so I think that that’s something that, uh, uh, something that will need to happen.

[00:38:22] I know that’s something that, you know, as we close in on June 30th, I suspect the carriers will spend some time doing that, but Ray, I don’t know. I haven’t heard anything. It hasn’t been discussed at SIPNOC if not, it doesn’t seem like that the consumer angle has really been the focus of the discussions. It’s really a bit more about the technology and what it’s going to take to function within the technology.

[00:38:40] But yeah, I mean, Jason, that’s a critical component, right? Consumer education. 

Ray Waldheim: [00:38:45] Yeah. 

Jason Queener: [00:38:45] I mean, it’s all, this is for nothing. If it doesn’t give the customer some sort of new competence in the phone call.

Ray Waldheim: [00:38:56] Oh, sorry, Michele. Yeah, I was just going to say, I think maybe [00:39:00] two years ago, um, consumer education was a topic that was discussed, but as we’ve kind of gotten closer to the requirements for technical implementation, the focus, especially for SIPNOC has been more on the technical side, but definitely important.

Michele Shuster: [00:39:19] Yeah that’s right. The other part of that is that you’ve got to work within this framework for your calls to even get to the consumer, I would say. So you have to make sure that the terminating carrier, uh, is going to accept the traffic that it’s going to, you know, it’s going to be a STIR/SHAKEN, attested to what’s going to get through the blocking and leg, labeling, um, mechanisms, and then, you know, critical for anybody who’s calling their own customers.

[00:39:47] Is making sure that your customers know to flip your telephone number, you’re calling telephone number, your caller ID in their contacts, because there is also an additional element of this, um, blocking by default. So, uh, that [00:40:00] consumer education piece really has to come from businesses too. So if you’re a direct to consumer.

[00:40:05] Uh, seller, caller. Uh, I would encourage you to engage in that, that, uh, consumer education, both about what that check mark will mean and, uh, that they should expect calls from your phone number and put that into the context. 

Jason Queener: [00:40:19] Yeah, that’s, that’s a great point for any organization that considers their caller ID part of their brand.

[00:40:24] That should be part of their promotion. Right? I mean, I think everybody on this phone call knows or did when we can travel, what Delta’s phone number was and, and that becomes part of branding stuff. That’s part of your strategy then you’re right. You should encourage your customers to save that to their phone book.

[00:40:37] Um, Ray, I don’t know the answer to this one. I’m hoping you do. How does this impact a Canadian call center calling into the United States? 

Ray Waldheim: [00:40:47] Yeah, actually, um, Canada has its, um, um, telecom. administrative groups and governing bodies, they actually have, uh, bought into STIR/SHAKEN. [00:41:00] um, so, so North America we’re actually sharing, uh, the same frameworks for STIR/SHAKEN implementation.

Michele Shuster: [00:41:10] Probably the better question is, how does a call from the Philippines interact within a STIR/SHAKEN and Ray I’d love to have you have a question. 

Ray Waldheim: [00:41:23] So, yes, it’s a great question. Something good to talk about overall? Um, a lot of robocalls that come into the United States are from bad actors outside of the United States.

[00:41:36] So registration, uh, and that is registration as a service provider obviously is going to. Um, be available for legitimate businesses and illegal businesses. Won’t be able to pass the vetting that’s required when you submit your paperwork, um, to the FCC, like two rounds of different types of paperwork. So, um, a lot of those calls come [00:42:00] into gateways, uh, gateway providers that then, uh, relay those into the United States.

[00:42:05] So, you know, at best those would have a C attestation or none. Um, a C attestation  basically means that you don’t know who the calling originator is, and you don’t know if they own that caller ID. So once they’re shaken rolls out, um, my anticipation and what I’ve also kind of seen reflected by, um, others in the industry is that, you know, those illegal international calls are going to be minimized and, you know, legal, um, legal call centers or BPOs that are calling in to the United States are, are going to want to participate.

[00:42:43] So, you know, I, I think that it will, they’ll, there’ll be an overall positive impact. 

Jason Queener: [00:42:50] I sure hope so. Right. There’s a lot of questions around, uh, and I’ll handle this one is a lot of questions around all these [00:43:00] applications like No More Robo and True Caller.

[00:43:03] And will it stop those apps at block numbers? And the short answer is no. Um, what would the hope be that it clears the field right? Includes the runway of those bad actors. And encourages consumers to stop downloading these sorts of apps. I mean, if you’ve got a consumer that’s gone out of their way to download an application that wants to trick you into thinking they’re a person to block your phone call.

[00:43:24] I assure you, they’re probably not going to want to do business with you regardless of the applications or the attempt about, so, you know, there’s always going to be that segment of your customer base. That just is going to go out of their way to prevent you from calling him. And that’s. That’s kind of the nature of the business and that’s certainly not new, but I certainly hope that everything we’ve talked about today, we’ll kind of clean up the landscape to the point that the common consumer out there will stop that sort of behavior.

[00:43:49] So Lindsey, I’m bringing it back to you, Michele and Ray, this was, this was great. I mean, you gave us a lot of information, but there’s a lot of questions we didn’t get to Lindsay. I think that we can clean up in a [00:44:00] follow-up. So I’m going to hand this back to you and Ray and Michele. Thank you so much for your time today.

Lindsay Shelby: [00:44:07] Yes. Thanks everyone for joining today’s webinar, an in-depth look at all. Things are shaken. As I mentioned at the top of the call, we will be distributing this recording as well as the presentation in case you would like to rewatch or share it with your colleagues. Um, be sure to be on the lookout for additional webinars and best practices regarding the FCC’s STIR/SHAKEN mandate.

[00:44:30] And I hope you found today’s presentation useful and it helps you better understand and prepare for the new requirements ahead of the June, 2021 implementation deadline. So with that, I want to say thank you again to our panelists. Ray, Michele, Jason, you were all great. And thank you all again for joining and I hope you have a great holiday season and a great rest of your day.

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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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