Establishing Phone Number Reputation Using a Contact Center Platform

Spam telephone calls decrease customer confidence in unknown callers; consequently, businesses can experience low call pickup rates. Some challenges with accurate caller identification are that a call from a legitimate business can be marked as spam, and that the name of the business that appears on the display need not be the actual owner of the number. This disclosure describes techniques to determine the accuracy of the caller ID and additional description such as business name or spam status reflected on a callee’s mobile device. An outbound test call is initiated from a contact center platform to a test mobile device. The session screen of the incoming call displayed on the test device is recorded and sent to a database. The recorded session screen is validated against pre-recorded data. The validation establishes the accuracy of the displayed caller ID and determines if the call is tagged as spam, enabling the business to take corrective action as necessary