In 2020, COVID-19 accelerated digital transformations that were expected to take several years. This article explores three ways that consumer trust in communications will evolve in 2021: mobile numbers will become your ID, the notion of privacy will get even more fluid and businesses can expect to face an identity crisis.
All Together Now: Why and How Service Providers, Vendors and Regulators are Joining Forces to Thwart Caller ID Spoofing
Most forms of communications fraud have one thing in common: They exploit trust. Take callerID, for instance. History has shown that when callerID information is compromised, communications spam, scams and spoofing soars. Learn more about how the industry is working together to effectively mitigate fraud across voice calls , text messages and chatbot conversations.
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.
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.
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).
An average of 60 billion illegal robocalls are made each year in the United States alone resulting in nearly $10 billion of financial impact.
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.
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.