Company Name: iconectiv
Contact Name: Michael O'Brien, Chief Product Officer
Phone: 732.699.6800
Email:
LinkedIn: https://www.linkedin.com/in/michaelo3/

PACE Member Since: 2016
Product/Service
iconectiv’s cloud-based Software as a Service (SaaS) solutions and trusted communications platforms span numbering intelligence, B2C verification and fraud prevention. These platforms include:

• TruReach Intel, which helps aggregators, content providers and app developers enhance trust in B2C communications through verified voice calls, text messages and chatbots. TruReach Intel enables legitimate businesses and service providers to register business phone numbers for voice calls, text messages and chatbot sessions so that they are presented as verified to their customers.  This helps protect legitimate businesses from impersonation by fraudsters.

   

• TruReach Deliver Aerialink, a cloud-based Software as a Solution (SaaS) messaging solution that simplifies the complexities of B2C messaging while driving meaningful engagement with customers. TruReach Deliver Aerialink processes millions of business text messages daily and supports all numbering types including toll-free, short codes and standard 10-digit phone numbers.

   

• PortData Comply provides call/contact centers, market research firms, marketing agencies, compliance specialists, telemarketers, debt collectors and government relations specialists with secure access to daily updates of phone numbers that have ported between wireless and wireline. 

Why did you become a PACE member?
iconectiv joined PACE to become part of a community that advocates and promotes best practices for companies relying on contact centers to communicate with customers. It is becoming progressively more difficult for contact centers to connect and engage with consumers because of the decline of consumer trust in voice communications—particularly as consumers increasing ignore calls from unknown callers. As an authoritative partner of the global communications industry connecting more than two billion people every day, we seek to be a collaborative partner in solving a problem that is impacting PACE members’ businesses, as well as today’s consumers. As we work within the ecosystem to build trusted communication processes and solutions, we recognize the collective power of PACE members in enabling businesses to strengthen consumer engagement for voice and text communications and drive customer satisfaction.

What do you see as the biggest challenge facing our industry today?
One of the biggest challenges facing our industry today is the increasing number of consumers unwilling to answer their phones and respond to messages because they don’t trust the information that appears on their Caller ID and can’t reliably determine the origin of these communications. When people let calls from unfamiliar numbers drop into voicemail, a costly game of phone tag is played between legitimate businesses and their customers, highlighting the hefty price that businesses pay when calls go unanswered. When customers miss legitimate business calls, appointments are missed, engagement slows down and some customers who don’t see voicemails in time may even take their business to competitors. For companies with tens of thousands of employees, mistakenly letting colleagues’ calls go to voicemail creates a combined cost of lost productivity and business that quickly adds up over the course of a year. The bottom line is that illegal robocalls are harming legitimate businesses that depend on outbound calls to interact with current and potential customers. Rather than focusing all the attention on fraud prevention, we believe that increased efforts should be directed toward helping legitimate businesses reach their customers. Providing a simple way to verify caller ID information will go a long way in doing just that. To solve this, these businesses are looking to be verified so their customers have the confidence to answer their legitimate calls and messages.

What would you like to invite your fellow PACE members to contact you about?
First, we would like PACE members to know that we, too, are acutely aware of the issues contact centers face, and are working to help them by partnering with others across the entire ecosystem to keep the integrity of voice calls intact—now and in the future. We would like to extend our industry expertise to our fellow PACE members and invite them to contact us for any resources and support that may advance their contact center goals, including how to avoid costly fines associated with FCC rules under the TCPA and how to successfully get their phone calls verified and known to the recipient to increase call answer rates and customer engagement.

We are also happy to provide our expertise on the value of text-enabled toll-free numbers as well as business messaging solutions such as short codes and RCS, to deliver engaging, trusted and verified communications.