Between voice calls, text messages and chatbots, businesses have more opportunities than ever to interact with consumers. Unfortunately, fraudsters do too. Read more about how the industry is working collaboratively to eradicate these fraudulent attacks on consumers not only by keeping the bad actors out, but also by preventing a handful of messaging aggregators who are allowing the delivery of suspect and fraudulent traffic.
our take on the state of the industry
As a trusted partner in the communications industry for over 30 years, iconectiv is well positioned to share knowledge and insights about innovation in the voice and data connectivity space. We understand the problems and issues you face on a daily basis which is why more than 5,000 service providers, enterprises and governments rely on us to create, operate and secure their communications infrastructures for more than 2B people everyday. You can say that we have our finger on “The Pulse” of the industry, which is why here is where you’ll find our take on what’s happening today and where it’s headed tomorrow.
Chat functions have become a key pillar of customer contact centers. People are accustomed to the convenience of instant messaging their friends, family and colleagues, which led to a natural transition to texting with brands.
Chat is a practical way for brands to engage customers at the point of decision making and helps remove any information obstacles they may encounter. Still, chat services at contact centers can become even more robust when powered by Rich Communication Services (RCS).
Voice calls, text messages and chatbots have made business-to-consumer (B2C) engagement more accessible, robust and efficient. Now, the next generation of business messaging with exciting new features has arrived through Rich Communication Services (RCS).
Rich Business Messaging (RBM), powered by RCS, has an opportunity to secure consumer trust right from the beginning by integrating verification capabilities into its bedrock.
An average of 60 billion illegal robocalls are made each year in the United States alone resulting in nearly $10 billion of financial impact. Additionally, of the 8.3 trillion text messages sent annually, 5% or 4.15 billion of those messages are smishing attempts.
Throughout the global pandemic, business text messaging has become increasingly integral to contacting customers. Texting boasts a 98% open rate compared to 22% for email, which is not surprising, since texting is traditionally considered virtually spam free.
As COVID-19 cases continued to rise worldwide, technology followed suit with many industries, including healthcare, amplifying their usage. Frontline heroes turned to telehealth technology with increased frequency compared to years prior as more than 46% of patient services were offered virtually.
As technology evolves, so do the methods that cybercriminals utilize to commit identity theft and fraud. Last year alone, the Federal Trade Commission processed 1.4M fraud reports amounting to $1.48B in losses.