Voice channels, including phone calls, are a necessary part of omnichannel communication strategies. When used effectively by brands and enterprises, voice channels can help foster a positive brand reputation, build consumer confidence, and increase the likelihood of repeat customers.
Juniper Research says a failure to adopt trusted calling solutions leaves enterprises and network carriers vulnerable to the constantly evolving tactics of fraudulent players. This vulnerability can result in operational inefficiency and customer attrition, ultimately impacting company revenue and brand reputation.
Negative call experiences from illegal and unwanted robocalling can have a detrimental impact on brands and their customers, including:
- Reduced contact rates
- Consumer complaints
- Damage to brand reputation
- Damage to consumer confidence
- Wasted time on illegal robocalling
- Vulnerability to further fraudulent activities
In this whitepaper, Juniper Research with Neustar explores the benefits of call experience management solutions and how these solutions can enable greater authentication and trust amongst consumers, maximising the value proposition for all stakeholders – including brands, carriers, and customers.