Neustar commissioned Forrester Consulting to evaluate the current state of outbound calling. They conducted an online survey with 319 US business and technology decision makers responsible for outbound call experiences to explore this topic (included financial services, travel and hospitality, retail/eCommerce, collections, telecommunications, and energy and utilities firms).
Their findings: while outbound calling is a crucial channel for high-value customer interactions, it is currently under siege from threats including robocalls, spam, and voice fraud. Although current technology solutions fail to remedy these challenges, trusted call solutions can drive a better customer experience and operational efficiency.
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