Report: STIR/SHAKEN For the Contact Center

The STIR/SHAKEN (S/S) framework allows voice service providers to authenticate that the caller ID information transmitted with a particular call matches the caller’s number. Upon widespread implementation, the hope is that S/S will help reduce illegal spoofing, allow law enforcement to identify bad actors more easily, and help voice service providers identify calls with illegally spoofed caller ID information before those calls reach their subscribers. However, S/S was not designed to be a silver bullet for seamless authentication in the contact center.

Download this report to learn how to:

• Plan and prepare for the widespread deployment of STIR/SHAKEN
• Account for known and unknown integration or performance limitations
• Develop passive, customer-friendly authentication process