Phone number masking for customer privacy
Use our call masking service to connect your customers to drivers, delivery personnel, or vendors – without revealing their personal phone numbers.
7000+Businesses Powered in 60+ countries
What is number masking?
Phone number masking (also known as call masking) is the best way for businesses to safeguard their customers’ identity, and prevent misuse of their sensitive information. This solution works by anonymizing the participating phone numbers by connecting the call through a temporary proxy phone number.
How phone number masking solution works?
Calls connect through a virtual number, keeping both parties' real phone numbers completely hidden.
Driver/Executive gets assigned to a customer
Clicking on the ‘call customer’ button in the app automatically makes a call to Exotel’s virtual number.
Exotel reaches your server
Exotel pings your server with the driver’s/ executive’s details. Your server returns the corresponding customer’s number.
Exotel dials customer number
Exotel connects the assigned executive to the respective customer.
Customer’s number gets anonymized
Customer/passenger numbers are masked from drivers/executives as virtual number acts as a bridge between the parties.
How businesses use number masking
Number masking keeps every business conversation secure, private, and fully on-platform across marketplaces, deliveries, and field operations.
Managing vendor and buyer conversations
For a marketplace, it’s critical to track and manage all the leads. It’s also important to prevent conversations from going off the platform. Number masking for communication can greatly help you achieve both.
For a marketplace, it’s critical to track and manage all the leads. It’s also important to prevent conversations from going off the platform. Number masking for communication can greatly help you achieve both.
Last-mile delivery tracking
Phone number masking feature allows the delivery agent to reach the customer over a call in case they need to without having access to their phone number.
Phone number masking feature allows the delivery agent to reach the customer over a call in case they need to without having access to their phone number.
Driver and customer communication
Using number masking ensures that customer information is not shared with the drivers. This helps in protecting the customer’s privacy and to prevent misuse of sensitive data.
Using number masking ensures that customer information is not shared with the drivers. This helps in protecting the customer’s privacy and to prevent misuse of sensitive data.
Benefits of Phone Number Masking
Ensure customer privacy
Your customer’s phone number is never revealed during the transaction. After all, the onus of protecting the customer’s privacy...
In-platform transactions
Number masking is also the best way to avoid off-platform transactions thereby allowing you to monetize better
Save cost
Call your customers without depleting your employees’ mobile balance. Connecting them via Exotel is more cost efficient
Track & analyse
Track, record and analyse all your customer conversations to gain insights in real-time
The Exotel advantage
Exotel's number masking solution is built on enterprise-grade infrastructure, delivering security, quality, and scale you can rely on.
Customer experiences that speak volumes
FAQs
What is call masking?
Call masking is a cloud-based call privacy solution that is used by businesses to safeguard their customers’ privacy.
Used mostly by E-commerce, cab aggregator, and food delivery companies, a call masking solution makes use of Voice APIs and a pool of temporary& virtual numbers to connect the customers and the agents, all without revealing the actual phone numbers to each other.
Learn more about phone number masking through our whitepaper here.
How does a call masking solution work?
To explain this let's take the example of a food delivery company. Whenever a customer places an order, Exotel’s Voice API assigns a temporary virtual number for the transaction and the delivery agent gets a click-to-call button in his/her app.
As soon as the delivery agent clicks on the call button, the temporary virtual number calls the customer’s number, and thus, the delivery agent gets connected.
This way, as the temporary virtual number acts as a bridge between the two, both the delivery agent and the customer cannot see each other’s real phone numbers.
Why is call masking necessary?
This is an especially serious and important question for E‐commerce, Logistics, Cabs on-demand, and Marketplace models of business. These are verticals where the customer’s phone number needs to be shared with the delivery person, a driver, a vendor, etc.
Therefore, in order to safeguard both the customers’ as well as the agents’ privacy, implementing a call masking solution is a must. Download our free whitepaper on Number Masking to get complete details.
Additionally, a big plus point for the businesses is that all the conversations will happen only on their platform, and they get complete control over the call data.
What are the typical use-cases of phone number masking?
Following are some of the popular use-cases of phone number masking:
Cab aggregators: Connect drivers and riders without revealing the rider’s phone number. Read how Ola does it.
E-commerce, Logistics, and Food Delivery: Connect delivery agent and customer without revealing either party’s phone numbers.
BFSI: Connect relationship managers and customers while protecting their privacy.
How does the pricing works for the number masking solution?
The number masking solution makes use of 2 call legs to connect the caller and the callee. Therefore, a 2 call-leg price will be applicable here. Also, you need to buy a pool of virtual numbers and an API from our platform to implement this solution.
To get complete information on pricing (and volume-based discounts), please contact our sales team. Alternatively, you can also try our number masking solution free for 15-days by registering here (No credit card required).