We live in a hyper-connected online world. Naturally, privacy is a burning concern for all stakeholders involved in transacting and communicating. One of the most sensitive pieces of information that is at the risk of exposure is a customer’s phone number, which holds precious data and sensitive information. Hence, it is prudent to ensure that customers’ phone numbers are not stolen or misused, and do not fall in the wrong hands. To a business, the security of its customers is as important as its own. This is where the requirement for masking phone numbers comes into the picture.
Number masking, or call masking, is an enhanced data-protection feature incorporated to enable the privacy between an executive and the customer’s personal details. It facilitates a seamless connection between the two on-call entities without the disclosure of phone numbers to each other. This ensures trust and data security of the client and customer interactions, reduces chances of customer harassment, and limits future legal issues that might arise due to leakage of customer information.
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Industries that frequently use number masking solutions
- E-commerce, third-party logistics, and last-mile delivery providers: Number masking solutions can allow delivery agents to contact their client’s customers to coordinate order delivery anonymously.
- Marketplaces: A platform that connects buyers and sellers in return for a fee employs a number masking solution so that buyers cannot directly contact sellers off the platform, leading to loss of sales. Similarly, sellers should not spam buyers unnecessarily and hence, the solution offers buyers protection from such calls.
- Transportation aggregators: Drivers registered with an aggregator can directly contact riders anonymously to coordinate pick-up, and vice versa.
- Healthcare: While it is important for doctors to connect with their patients remotely, they want to avoid calls from their patients at odd hours.. A secure conversation prevents this scenario.
Features of number masking solutions
Number masking solutions present a host of useful features to clients, which include:
- Ease of analytics: Clients can record and analyze conversations on the number masking solution which they can use for agent training and understanding customer sentiment.
- Secure and reliable: Knowlarity’s number masking solution ensures that private information is routed through the server with end-to-end encryption, thus eliminating cyber risks.
- Auto dialer: Clients can improve agent productivity and customer experience by automating the outgoing dialing process.
- Click-to-call: Knowlarity’s number masking solution has an API-integrated call button that can be featured on the client website that can allow its customers to contact them directly.
- Connect to an IVR: Clients can answer a customer’s query with an IVR’s multi-level menu to directly connect them to the concerned department in a call center.
Benefits of number masking solutions
- Safeguard customer privacy: Personal numbers are masked for the customer and the agent, ensuring anonymity, and creating a secure environment to discuss concerns and complaints freely.
- Improved customer experiences: Customers can relax about not exposing their personal details externally and not getting spammed with unwanted telemarketing calls. Additionally, it showcases the client’s professionalism with enabling a secure conversation.
- Automation: Incorporating a number masking solution means that there is no need to include an operator who can connect the two parties on a bridge.
If you are analyzing your number masking solution needs, look no further than Knowlarity. We are a cloud communication company, and our solutions are used by leading companies globally to collaborate, communicate, and increase ROI through executive insights that help improve business decisions. Knowlarity is trusted by more than 6000 enterprises located across more than 65 countries in multiple industries. We are also one of the leading number
masking solution providers in India. We help our clients realize the full potential of business communication. Through automation and minimal investment, SMBs, startups, and enterprises can drive greater call management efficiency and scale-up without worrying about downtime or investment. You can contact Knowlarity on our toll-free number 1800-1020-340 to talk to a customer representative and request a demo customer representative and request a demo.
