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Case Study: Revolutionizing Call Flow Automation for Non-IOU Utilities with VAST Flow Builder

Case Study: Revolutionizing Call Flow Automation for Non-IOU Utilities with VAST Flow Builder

Calling
IT Integration
Business Solutions
Case Study: Revolutionizing Call Flow Automation for Non-IOU Utilities with VAST Flow BuilderEfficient and adaptable call flow automation is paramount in the evolving utility sector. As non-IOU utilities face increasing regulatory demands and pressure to enhance service reliability, leveraging cutting-edge technology becomes essential. Enter the VAST Flow Builder—a revolutionary tool to simplify and streamline complex telecommunication processes, empowering utilities to maintain a competitive edge. Learn More
Case Study: Enhancing Emergency Communication for East Coast IOU Utilities with Voxtelesys Solutions

Case Study: Enhancing Emergency Communication for East Coast IOU Utilities with Voxtelesys Solutions

IT Integration
Messaging
10DLC
Case Study: Enhancing Emergency Communication for East Coast IOU Utilities with Voxtelesys SolutionsFor major East Coast IOU (Investor-Owned Utility) utilities, communicating quickly and effectively during weather emergencies and peak load events is critical. With the growing frequency of extreme weather conditions and increasing energy demands, utilities must have robust communication systems to keep customers informed and maintain grid stability. Voxtelesys offers a suite of solutions, including VoxVoice VoXML, VoxSMS, and Voice 10DLC SMS/MMS Email, designed to deliver large-scale, reliable communication when needed most. Learn More
Integrating Teams Direct Routing/3CX with VAST Flow Builder – Powering Callflow Automation

Integrating Teams Direct Routing/3CX with VAST Flow Builder – Powering Callflow Automation

Calling
Teams
IT Integration
Integrating Teams Direct Routing/3CX with VAST Flow Builder – Powering Callflow AutomationIn today's complicated business landscape, seamless communication and efficient callflow automation are crucial for maintaining a competitive edge. As organizations increasingly rely on powerful communication platforms like Microsoft Teams Direct Routing and 3CX, integrating these solutions with cutting-edge tools like VAST Flow Builder can significantly enhance operational efficiency and customer experience. Learn More

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3CX Version 20

3CX Version 20

Call Center
SMB
PBX
3CX Version 20Take advantage of our offer: No setup fees will be charged for upgrading to 3CX V20 with Hosting by Voxtelesys until March 2024! - 2 Core, 2 GB All 3CX's hosted by Voxtelesys come standard with a minimum of 2vCore and 4GB's of memory, so no worries here. - Sufficient Disk Space needed. Ensure a minimum of 5 GB of free disk space - The source list must remain unaltered for a successful upgrade; any modifications will result in failure Remove any additional source lists. If you are utilizing Microsoft Azure, verify by checking "cat /etc/apt/sources.list.d/microsoft-prod.list." Learn More
3CX's Latest Release: Geo-Routing Headers Take the Lead in Dynamic E911 Integration

3CX's Latest Release: Geo-Routing Headers Take the Lead in Dynamic E911 Integration

3CX
911
Calling
3CX's Latest Release: Geo-Routing Headers Take the Lead in Dynamic E911 Integration3CX is leading the telecommunications industry with its new release, v20, which features an innovative integration of Dynamic E911. The main change in this update is that 3CX has decided to use geo-routing headers. This move simplifies the process and enhances the reliability and efficiency of emergency call routing. Learn More
Case Study: Enhancing Emergency Communication for East Coast IOU Utilities with Voxtelesys Solutions

Case Study: Enhancing Emergency Communication for East Coast IOU Utilities with Voxtelesys Solutions

IT Integration
Messaging
10DLC
Case Study: Enhancing Emergency Communication for East Coast IOU Utilities with Voxtelesys SolutionsFor major East Coast IOU (Investor-Owned Utility) utilities, communicating quickly and effectively during weather emergencies and peak load events is critical. With the growing frequency of extreme weather conditions and increasing energy demands, utilities must have robust communication systems to keep customers informed and maintain grid stability. Voxtelesys offers a suite of solutions, including VoxVoice VoXML, VoxSMS, and Voice 10DLC SMS/MMS Email, designed to deliver large-scale, reliable communication when needed most. Learn More
Home / Learning Hub / Blogs / Caller ID Spoofing: The Anti-Customer ExperienceFAQs
Caller ID Spoofing: The Anti-Customer Experience
Call Center
TCPA
DNC

In the fall of 2016, as the world turned its eyes toward the American presidential election, a marketing rogue named Adrian Abramovich was running his own peculiar robocalling campaign. Over the course of three months, the operation he led placed a mindboggling 96,758,223 calls to unsuspecting recipients—nearly 1 million a day. Those who answered would hear a prerecorded message instructing them to “Press 1” to learn more about an “exclusive” vacation deal offered by a reputable travel company like Marriott, Hilton, or TripAdvisor.

Instead, they were spoofed. Hoodwinked. Bamboozled.

Those who pressed 1 were funneled from Abramovich’s auto dialers to one of several travel agencies, who were serving as fronts for unsavory call centers peddling timeshares and vacation packages to a variety of Mexican travel facilities. An agent would come on the line to confirm that they were an adult (often making sure they were at least 30), before handing them off to a salesperson who would browbeat them into purchasing stays at unfamiliar hotel chains with no connection to the aforementioned brands.

During a review of 80,000 of these calls, the Federal Communications Commission (FCC) concluded that they were all spoofed. The phone number shown on the caller ID of each robocall matched the area code (first three digits) and central office code (second three digits) of the person they were calling. However, Abramovich did not own the numbers. They were faked.



Is It Local? Caller ID Spoofing vs Dynamic Caller ID

There is a reason that Abramovich centered this abusive lead generation campaign around caller ID spoofing since he knew that people are much more inclined to answer a call that appears to be local. For most people, an incoming call from an unknown number with an 800 or 877 prefix is often regarded with suspicion. They will usually decline or ignore the call. Seeing a local area code and central office code will let people drop their guard, thinking it might be someone they know or a call from a possible client or business lead.

This is human psychology, but there are ethical ways you can employ a local caller ID strategy to improve call response rates. Dynamic Caller ID allows call centers to customize the information each recipient sees when they receive a call. A Dynamic Caller ID system gives businesses the power to display a number that uses a local area code instead of your business’ toll-free 800 number. However, unlike caller ID spoofing, this is a number you actually own. If a person were to call your business back at this number, your phones would ring. This provides the same power as a local caller ID.

There are multiple differences between caller spoofing and Dynamic Caller ID because spoofing is manipulation and the intention to defraud. Dynamic Caller ID actually facilitates compliance with FCC rules, because anyone you call can return your call. FCC regulations require that a consumer be able to easily return a call and either speak with a live representative or leave a voicemail for your company, even if the purpose of the returned call is to request being placed on a do-not-call list. This kind of transparency is a surefire way to build trust among potential customers.



Caller ID Spoofing is the Anti-CX (Customer Experience)

At one point, Abramovich’s spoof-centered robocallers were spraying 44,000 calls per hour. Those on the other end of those calls were angry and vocal, registering thousands of complaints with the government. When the FCC lowered the boom, it recommended a record fine of $120 million for Abramovich. Among the multiple and repeated violations of the Telephone Consumer Protection Act (TCPA), there were three central offenses:

  1. Making prerecorded voice messages and auto dialed calls to emergency telephone lines
  2. Making prerecorded telemarketing calls to residential phone lines without prior express written consent, absent an emergency purpose
  3. Making prerecorded messages and auto dialed calls to cell phones

This last provision is one that accidentally trips up many call center operations because they rely on outdated lead lists while using an auto dialer. Each day, thousands of former landline numbers are repurposed into cell numbers, so companies must have protocols in place to scrub and update their lists automatically, or risk fines from the FCC.

We’ve designed our TCPA Compliance Engine to ease the burden of remaining in the FCC’s good graces. It includes Vox CNI (Cellular Number Identification), which helps scrub your lists in real time while generating the reports you need to audit your compliance performance. This engine has been working overtime, generating over 50 million requests in the second half of 2017.

Take control and build exactly what you need! Voxtelesys' open APIs give you the flexibility and power to create your own custom solution.


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