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Answering the call: How verification is critical to CX success

Studies show that in the U.S., 76 percent of calls from an unidentified or unfamiliar number are left unanswered, and 58 percent of consumers only answer calls from numbers they recognize. The reason? Illegal robocalls now represent nearly half of all unwanted calls in the U.S., according to the FCC.

And while initiatives like STIR/SHAKEN help mitigate illegal and unwanted robocalls, unfortunately, some legitimate business calls may consequently be mislabeled as spam, even if they are not. For enterprises as well as contact centers working on their behalf, this is especially problematic since an unanswered call oftentimes equals lost time and money.

To combat this, businesses and their numbers must be vetted, registered and verified by service providers to help outbound calls be delivered to consumers and displayed appropriately – ensuring that CX professionals are able to connect with customers.

During this session, iconectiv and CTIA will explore how Registered Caller, their joint initiative, provides a centralized telephone number registry service that enables vetting and verification of enterprise caller ID and rich call data, helping ensure that legitimate and wanted calls are reaching consumers and boosting trust in the integrity of voice calls.

Attendees will learn about:

  • Why modernizing caller verification management is critical to businesses and contact centers.
  • How a centralized telephone number registry is the most efficient and effective way to call originators to better navigate the robocall mitigation ecosystem.
  • How the verified caller ID information is presented to the consumer.
  • Real-world case studies on how Registered Caller is being implemented, and best practices for CX professionals to ensure consumers pick up the phone.
Johnathan Shulman

Jonathan Shulman

Vice President, Business Development, iconectiv

Jonathan Shulman, Vice President, Business Development at iconectiv, is responsible for identifying and developing new business opportunities and future revenue streams across iconectiv’s secure, interconnection solutions with global mobile network operators, telecom regulators, technology and industry partners. He also leads engagement with product and engineering teams to represent the voice of the customer and translate insights into test cases and proof of concept prior to market launch.

Shulman has more than 20 years of sales and marketing experience at world-class telecommunications, digital, advertising, mobile and technology companies where he has built and led high-performing global sales, marketing and channel teams. Prior to joining iconectiv, he served in high-level positions at Facebook, Lucent Technologies, Nokia and LG Electronics Mobile. Shulman graduated from Rutgers University with a degree in psychology. He also holds a master’s degree in law and diplomacy from Tufts University, as well as an MBA from the Amos Tuck School, Dartmouth College.

Harold Salters Headshot

Harold Salters

Technology Consultant, CTIA

Harold Salters works as a technology consultant for CTIA – Everything Wireless.  He has been a regular participant on the Joint ATIS/SIP Forum IP-NNI Task Force, as well as the ATIS Non-IP Call Authentication Task Force, since November 2016 and June 2020, respectively.  He’s well-versed on STIR/SHAKEN and the commercial and ecosystem drivers for enterprise engagement that are addressed by Registered Caller.

Prior to his work with CTIA, he was T-Mobile’s Director of Federal Regulatory Affairs for 14 years working on a broad range of wireless technical public policy issues, including cybersecurity, homeland security, network reliability/survivability and disabilities access.  In those roles, he represented T-Mobile at DHS’s National Cybersecurity & Communications Integration Center, the FCC’s Communications Security, Reliability & Interoperability Council, and ATIS’s Network Reliability Steering Committee and Interim Non-Voice Emergency Services Incubator.  Prior to that, he was Sr. Director for Government Relations at PCIA, predecessor to the Wireless Infrastructure Association (WIA), and worked at two DC law firms and the FCC on private land mobile and microwave issues. At the FCC, he was a charter member of the Future Public Safety Telecommunications Requirements Task Force.  He’s a graduate of Queens College (CUNY) and has an MBA from Cornell University.