29.09.2021 |
Why should phone numbers be masked? In a nutshell, call masking ensures the privacy and data protection of call participants, the anonymization of calls, and the control of communications between merchants and consumers in online marketplaces.
Whether in shopping portals or online banking – many digital services require users to provide their private phone number when registering. This means that the personal mobile number is becoming more and more important for users in everyday life and is connected with sensitive personal information. This makes it all the more important to protect it in the best way possible: Using Number Masking by TENIOS.
What is number masking?
Number masking, also known as call masking, describes the anonymization of telephone communication between two participants in order to hide their phone numbers. In this process, the telephone dialog does not run via a direct connection from phone number to phone number, but is bridged via a virtual number instead. Masking the numbers serves to protect the identity and privacy of the users.
Why is phone number masking important?
According to a german study, consumers attach great importance to data protection: 82% of the respondents only disclose data that is absolutely necessary for the use of services. So, the secure handling of private numbers is also of huge importance for companies, as it creates trust on customer side. If customers know that their personal data is well protected, they are more willing to share it with companies. Number masking safeguards the anonymity of participants in a telephone dialogue.
From a company’s point of view, number masking is particularly significant when it comes to in-platform-transactions on online marketplaces: in order to prevent communication and transaction processing by merchants and end consumers from taking place outside the intermediary platform, telephone connections of the conversation partners should be established anonymously.
How does the masking of phone numbers work?
There are various scenarios in which it makes sense to mask the displayed phone number for the caller in order to guarantee an anonymous telephone connection. This is especially the case in order to protect the communication between deliverers, service providers or drivers and the customers.
The following illustrations show how these scenarios can be realized via the TENIOS Cloud Communications Platform.
Scenario I: The user wants to contact the service provider
The user of an online marketplace for brokering used cars has found an interesting offer and wants to be connected with the car dealer. To handle this interaction via the intermediary portal, the operator uses number masking.
1. The user dials the call number of the portal – a virtual phone number – to exchange information with the service provider – in this case the car dealer.
2. The call arrives on the TENIOS platform.
3. Now the phone number request of the merchant takes place.
4. The call is forwarded to the car dealer and the virtual number is displayed. The private phone number of the user is not transmitted.
5. The user and the merchant are anonymously connected via the platform.
Scenario II: The service provider wants to contact the user
The process is the same as in the case before: The private numbers of both partners are masked and the connection is initiated via a temporary virtual phone number.
Use cases of phone number masking
Telephone dialogues on marketplaces
Masked phone numbers on online marketplaces offer companies full control: conversations can be recorded, leads captured, while ensuring that no conversations take place outside the platform.
Delivery of food and parcels
In communications between delivery agents and end users, call masking ensures that participants can get in touch when needed without their private numbers being visible to the other party.
Communication between driver and passenger
It is also important for driving services and mobility providers to hide personal phone numbers: drivers and passengers communicate at any time via an anonymized connection, thanks to call masking.
What are the advantages of number masking?
- Privacy protection:
Masked numbers keep private what should remain private. - Securing in-platform transactions:
Call masking prevents calls from going outside marketplaces.
- Optimal reporting & analysis:
The feature enables call recording and easy management of all transactions. - Full automation:
Once set up, connections are fully automated via the proxy call number. - Building customer trust & loyalty:
A safe and secure handling with personal data makes consumers feel comfortable and leads to stronger customer loyalty.
Masked phone numbers for optimal customer relations and a secure business case
Use masked numbers and benefit all along the line. Give your customers the privacy they want and increase trust and satisfaction with your business. At the same time, call masking ensures that all telephone dialogues take place on your platform and that they can be captured without gaps.
As part of the TENIOS Voice-API , we offer call masking functionality via our cloud communications platform. Tell us about your use case!
