What is a verfied call?

Incoming calls can be difficult to verify due to caller ID spoofing, which has led to increased suspicion of seemingly harmless calls that could be scams. Contact centers are also vulnerable to these tactics through social engineering. Call verification is a solution that confirms the caller's true identity through various authentication methods such as ANI validation, behavioral analysis, voice biometrics, or deep fake detection. This process helps detect and prevent fraudulent calls from reaching agents, reducing the risk of scams, improving decision-making for agents, enhancing agent experience, speeding up call resolution, and increasing customer trust.