Transaction Network Services (TNS) and Juniper Research have published a new white paper, “Addressing Low Trust in Voice: Why Branded Calling is the Future of Enterprise Voice,” which provides insights for enterprises to secure their voice channels against robocall fraud and enhance customer engagement through improved phone number reputation, branded calling, and call verification.\n\nThe research highlights how industries requiring significant customer interaction can protect their voice communications from malicious actors, while also improving customer answer rates. It delves into factors affecting telephone number reputation scores, outlines best practices for businesses to optimize their phone numbers’ value, and explores methods for deploying call authentication and verification technologies to future-proof voice channels. The white paper also includes a global analysis of decreasing call pick-up rates and the underlying causes for this crucial enterprise communications metric.\n\nFraudsters increasingly leverage call spoofing and impersonation tactics to target enterprises, aiming to steal sensitive customer information. These methods not only erode consumer confidence in the voice channel—evidenced by 72% of individuals refusing to answer unknown calls—but also jeopardize legitimate businesses whose phone numbers may be hijacked or misidentified as spam.\n\nSam Barker, VP of Telecoms Market Research at Juniper Research, commented, “The overwhelming volume of fraudulent robocalls has made it difficult for enterprises to reach their customers, creating significant engagement and retention challenges. The white paper highlights solutions that strengthen phone number reputation, including call authentication and verification technologies, and proactively improve customer answer rates.”\n\nThe report details five best practices designed to help enterprises maximize the value of their phone numbers, encompassing call behaviors, verification, and branded calling, among other considerations. Seth Walton, General Manager of TNS’ Communications Market business, added, “For enterprises to effectively engage customers in today’s robocall environment, protecting the reputation of their phone numbers is essential. Branded calling and call verification solutions provide businesses with secure outbound communications that foster confidence among their customer base and restore trust in the voice channel.”\n\nTNS, a prominent provider in call identification and robocall mitigation, offers an integrated ecosystem to safeguard and rebuild confidence in voice calling. The company supports wireless and wireline operators globally with TNS Call Guardian, an analytics solution designed to protect subscribers from high-risk and nuisance robocalls. Additionally, its Enterprise product suite, which includes TNS Enterprise Authentication and Spoof Protection and TNS Enterprise Branded Calling, aims to enrich consumer engagement and integrate the voice channel into broader omnichannel customer experience programs. TNS processes over 1.5 billion call events daily across more than 500 operators, enabling enterprises to protect their brand and consumers, and carriers to identify unwanted robocalls.