Unlocking the Benefits of Number Masking for Businesses and Consumers

A number masking solution is a security and privacy solution that is used by different cloud-based telephony and other call center-based brands. The primary use of the call masking solution is to protect the customer’s phone number. Number masking solution offers privacy in the conversation and also safeguards the personal information of the customers as well as the agents. It offers anonymity to the caller and the receiver by connecting with a dummy number. The temporary number aids in strong and secure business communication. Using a call masking solution ensures protection against leakage of the customer and the agent’s number as well as other personal details. 

When an agent calls using the business number, the call goes to a cloud-based Application Programming Interface (API) proxy server that automatically generates a temporary dummy number. From the API-based platform, the calls are connected to the intended recipient. When the customer receives the call from the dummy number, and when they attend the call; the agent communicates. When the call ends, the dummy number goes back to the pool and gets reassigned to other team members using the masking call service.

The features of call masking solution are:

1. IVR solution: A business can offer instant resolution of every customer query with the IVR’s multi-level menu. It establishes quick communication and offers instant resolution. The IVR menu can be customized and upgraded without excess investment. A business can use the solution to resolve issues, gain information as well as get services and products. With an efficient IVR menu, a business can function efficiently without any human agent. However, in case of need for further assistance, the calls can be directed to the agents or experts.

2. Auto-dialer: A business can improve an agent’s productivity as well as reduce customers’ wait time with auto-dialer. It automates all outbound dialing processes and improves business productivity to address more calls and enhance sales.

3. Click-to-Call: With a number masking solution, a business can use the click-to-call feature to automatically connect the calls. It reduces the customer’s wait time and connects the call immediately without any effort. A solution can be used to increase the agent’s productivity. It also enhances sales and brings in more profit.

Apart from securing caller ID, the benefits of number masking for businesses and customers are:

1. Automated communication: Number masking is a technology-driven solution that also monitors all inbound, outbound as well as active calls. It keeps track of the time and duration of all calls. It helps to monitor the key indicators and measure the agent’s performance. It helps to analyze and optimize the services.  A business can automatically connect two parties without any manual operation.

2. Economic: With a call masking solution, a business can meet the communication requirements of all branches with one number. A business can expand geographically and at a minimal cost. The same solution can be used for different numbers for a single business. A business can attend thousands of calls with a single solution every day.

3. Verification: Most business communication and transactions happen through phone numbers. The increasing threat of information leakage resulting in fraud or misuse calls is avoided. A business can verify its authentication as well as improve rapport with the customers through this solution. It makes communication as well as transaction easier.

4. Better customer experience: A business using a call masking solution can improve the quality of the call. It helps to establish consistency in response time and attracts potential customers. Customers can rely on the business as the solution establishes brand recognition and market value.

5. Streamline overall business communication: With remote teams trying to connect with globally scattered audiences benefitting from number masking, it helps to establish uniformity given in maintaining a common business number. It presents the brand as more consistent in the eyes of the customers which increases trust and loyalty. It also increases the chances of repeated purchases from the business and increases sales and profit.

A business can benefit from number masking solutions in different ways. It is preferred by small to large-scale businesses.  Number masking solutions are used by different industries that include healthcare, education, e-commerce, etc. It can be easily installed and used on any device and does not need any external maintenance or expertise.