Increase Call Answer Rates with Voice Integrity

Analytic engines in the US are increasingly labeling phone numbers as spam leading to reduced call answer rates and increased blocking of calls due to negative reputation.

Voice Integrity lets you remediate spam labels on your phone numbers and eventually monitor their reputation.

Voice Integrity is a new Trust Hub offering that lets you register your phone numbers in order to:

• Remediate spam labels
• Monitor phone number reputation (coming soon)

Through Voice Integrity, you can register your Twilio phone numbers by using the Trust Hub REST API and console. These phone numbers will be registered with analytic engines for T-Mobile, Verizon, and AT&T.

• In the coming months, we will integrate with the analytic engine for Verizon Wireless as well. If you have already signed up for Voice Integrity, there will not be any additional action needed. We will make automatically remediate the reputation of your registered phone numbers with Verizon Wireless when available.
• You will eventually be able to monitor the reputation of your phone numbers by looking up the reputation of each phone number on each network and also signing up for notifications for reputation degradation.

To obtain an approved Voice Integrity bundle, you must do the following:

• Have an Approved Primary or Secondary Business Profile. Your Profile must include:
  • A registration authority, either an Employer Identification Number (EIN) or a Data Universal Numbering System (DUNS) number
  • A valid US business address with the correct ISO country code
  • An authorized representative with a valid US phone number
  • A functioning secure website URL (https://)
• Assign one or more phone numbers assigned to your Business Profile Only these assigned phone numbers can be registered for Voice Integrity.

• Register for Shaken/Stir. This is important because having highest level of Shaken/Stir attestation informs the analytic engines that you are a legitimate caller.
• Register for CNAM.
• Register for Branded Calling

This guide covers a feature that can support the following use cases:

You can use the feature in this guide to prevent your critical alerts from being flagged as spam. For example, ensure your automated weather alerts or delivery notifications reach your customers reliably without being blocked by carriers. To learn more advanced features that you can use with voice notifications, see Voice notifications.

You can use the feature in this guide to safeguard your contact center's outbound dialing reputation. Registering your numbers ensures that agent outreach calls are not mislabeled as spam, preserving your operational efficiency and customer trust. To learn more advanced features that you can use with outbound contact centers, see Voice outbound contact center.

You can use the feature in this guide to maximize connection rates for high-velocity sales teams. Remediation helps your outreach bypass negative carrier flags so prospects feel confident answering your calls. To learn more advanced features that you can use with sales dialers, see Voice sales dialer.

Explore the following guides to build on what you've learned in this guide:

• Voice Integrity onboarding: Complete registration requirements to start cleaning up your number reputation.
• US Basic Branded Calling: Brand your outgoing calls with your business name to further improve your answer rates.
• US Enhanced Branded Calling: Display your custom company name, logo, and reasons for calling on supported devices.

Find reference documentation for the topics on this page.

• Trust Hub API