Call masking

When you use this solution, a temporary phone number is created for either one or both parties. It allows you to use your private phone number or a virtual phone number without the fear of a breached identity privacy. Using the masked phone number you can hide your actual phone number and in the same breath, provide a secure call experience to both your agents and the customers.

Enhanced user privacy is at the forefront of the mind when discussing call masking. You can use this feature in a call center to keep caller identity anonymous and ensure customer privacy.

Let’s have a look at some of the benefits call masking can bring to your business.

• Increased call responsiveness – Many people have a distrust of suspicious caller IDs. With the call masking feature, customers receive incoming calls with local numbers which they are more familiar with. This puts them at ease and increases the chance of them picking up and hearing what your representatives have to say.

• Enhanced customer privacy – Both clients and businesses are justifiably aware of data leaks. Call masking helps keep your private communication secure and protected. This can not only put your and the client’s minds at ease but also ensures adherence to identity privacy policies your company has in place.

• Increased customer engagement – Many customers don’t feel comfortable sharing their personal contact details. By using the masked number feature you can gain customers’ trust so they not only give you their personal phone number but are also likely to further interact with your brand.

• Lower communication costs – It’s way cheaper to use call masking than purchasing local phone numbers or setting up whole new contact centers.

• Better call management – While keeping most of your business numbers private, you can give out your unmasked phone number to certain people. This can help you better manage your calls and make sure that you can be reached only by the individuals you’ve selected.

• Centralized business communication – Call masking ensures that all the secure communication between the business and its customers is handled on one platform.

• Data analysis – Call masking feature offers real-time insights into many aspects of a call center like agent performance, quality of interactions, and customer insights. You can then study this data and optimize your processes to provide the best customer experience.

Watch a video about call masking

Call masking is a feature of LiveAgent help desk software that allows businesses to protect customers’ sensitive information, such as their phone numbers. By masking the customers’ phone numbers, businesses can secure customer data from malicious actors and ensure that their customer’s information remains safe. Furthermore, LiveAgent also allows automatic call recording, so businesses can keep track of customer interactions and improve their service quality. With LiveAgent, businesses can securely manage customer phone calls while still giving their customers the convenience of a help desk.

What is Call Masking & How Does This Work | EnableX01:05

EnableXAugust 29, 2022

Topics

• Call masking solutions
• Effective customer communication
• Industries using EnableX Call Masking API

Video summary

If you're in a service business that requires phone calls to customers such as ride hailing, food delivery or e-commerce, you may be faced with the challenge of customers being reluctant to share their personal numbers. Call masking solutions offer a solution to this problem by allowing two people to connect on a call without revealing their phone numbers to each other. EnableX Call Masking API provides this solution for various industries including food delivery, online marketplaces, ride-hailing, and healthcare.

Expert’s note

Call masking is a VoIP feature that hides users' identity during phone calls. It enhances privacy, increases customer responsiveness and engagement, lowers communication costs, and offers real-time insights.

Andrej Saxon Sales manager

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