Aspect Announces Integration With Google’s Verified Calls

Aspect has announced plans to integrate its enterprise contact centre dialler products with Google’s newly introduced Verified Calls service.

The new service aims to solve the problem of differentiating legitimate inbound calls versus spammers in the following ways:

• Branding: It shows the brand’s logo or identity, which helps aid recognition and recall
• Verification: It signals a business has been authenticated, so its identity is legitimate
• Context: It gives the consumer the information they need, including the reason for the call

Consumers still rely on voice calls to communicate with businesses. According to our recent report, the Aspect Consumer Index 2020, it’s the preferred interaction channel when urgency, security or privacy is critical.

Herein lies the fundamental issue: customers often don’t answer calls if they don’t recognize the number.

It’s easy for spammers to disguise themselves as legitimate callers. Google’s Verified Calls service addresses this key business problem.

“We integrated Google’s new feature to facilitate good calls,” said Michael Harris, Aspect Chief Product Officer and CMO.

“Our enterprise customers are among the largest financial institutions in the world and they need to reach their consumers.”

“Likewise, consumers need to answer those calls with confidence. We view Verified Calls as a giant step in the right direction.”

Verified Calls is a feature on Google’s Phone app, which comes preloaded on many Android phones and will be available for download starting later this week on even more Android devices.

To learn more about Aspect contact centre solutions, visit www.aspect.com

Author: Robyn Coppell