January 5, 2021

What Do You Need to Do About STIR/SHAKEN?

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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.

In this post, we’ll dive deeper into a crucial aspect of STIR/SHAKEN, covering what you need to do about STIR/SHAKEN starting today—and what will happen if you don’t do anything.

That said, to ensure your calls get through to your customers and to start preparing for compliance with STIR/SHAKEN, there are a handful of strategies you can start employing right now.

Contact your carriers and service providers:

Some telecom carriers and technology service providers, including LiveVox, are offering help with implementing STIR/SHAKEN. Reach out to a trusted partner now instead of waiting until it’s too late. You can start by finding out if your technology platform is currently capable of supporting STIR/SHAKEN requirements.

Inventory your phone numbers:

Which numbers are you going to be using to make calls? Will these numbers cause problems? Before you start making calls, it’s crucial to know the answers to these two questions. Every telephone carrier uses data analytics to decide if calls should be blocked—and some carriers are more aggressive than others. If you haven’t taken inventory of your outbound numbers, this could potentially lead to AI falsely labeling your calls as spam, which would make it harder for you to reach customers.

Validate your phone numbers:

Make sure you validate your calling numbers with multiple carriers—and their analytics partners—to help limit call blocking. This is a crucial, can’t-skip step in getting your contact center ready for STIR/SHAKEN. At LiveVox, we can provide you with your own caller ID numbers, ensuring that the numbers you’re using are legitimately provisioned by your service provider and/or telecom carrier. It’s a strong step toward maintaining the highest level of attestation required by the new rules.

Understand your equipment:

How well do you understand the platform that you’re using to deliver calls to your customers? Work with your service provider to ensure your platform is up to date from both a hardware and software standpoint. Without the right equipment, you might not be able to generate and transmit the attestation tokens required by STIR/SHAKEN. With LiveVox, you won’t need to do any expensive, complicated, or time-intensive upgrades to successfully do STIR/SHAKEN on our platform.

Confirm signing authority:

Make sure you’re using a technology provider that has signing authority, which is a third party trusted by all service providers. This way, you can know that your calls will be much more likely to receive an “A” attestation rating from the carrier, which shows that the signing authority is fully confident in your use and authority. The best case scenario is that your technology provider already has an implementation plan in place and that they’re actively working to make it happen.

What will happen if I don’t do anything about STIR/SHAKEN?

Not doing anything is not a wise option. You’d be putting yourself in the worst possible position by not being prepared to ensure your calls are going to be delivered. Sitting on the sidelines will only have a negative impact on your operations.

You could potentially be lowering the level of trust that you have with your clients and their customers who you are trying to contact. This may ultimately result in lower contact rates, reduced client satisfaction, decreased efficiencies across the board, more operational questions from your clients—the list goes on.

It could significantly impact your entire operation if you’re not sure if your calls are going to be delivered within the framework that’s being mandated by the FCC. You can’t sit around hoping and waiting for your service provider or carrier to do something about STIR/SHAKEN. You need to be proactive.

“American consumers are sick and tired of unwanted robocalls, this consumer among them. Caller ID authentication will be a significant step towards ending the scourge of spoofed robocalls. It’s time for carriers to implement robust caller ID authentication.” – FCC Chairman Ajit Pai

Stay tuned for more one more post 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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