Rebuilding Trust in Calls: 2023
New U.S. enterprise survey reveals the financial impact of negative call experiences
The massive impact of robocalls, call spoofing, and fraud costs U.S. consumers lose billions of dollars every year. However, what’s less well-known is the level of financial impact that negative call experiences have on U.S. enterprises across many vertical industries.
Neustar, a TransUnion company, commissioned a study to get answers to questions like:
- How the phone is one of the most important channels for reaching customers,
but consumers are afraid to answer.
- Why enterprises feel STIR/SHAKEN call authentication benefits outweigh the
costs, but they wonder if it’s blocking some of their calls.
- How TruContact™ Branded Call Display (BCD), Powered by Neustar®, can
help improve the call experience by providing the ability to add a name, logo,
and reason for the call to the mobile display along with verification that the
call can be trusted.
For the study, Omdia surveyed 361 business and I.T. decision-makers responsible for the outbound call experience at large U.S. organizations across multiple vertical markets.
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