Number masking or call masking is the best way for businesses to safeguard their customers’ identity, and prevent misuse of sensitive information, enabled by anonymization of customer’s phone number. This solution allows you to connect two parties without revealing either party’s phone number.
Exotel pings your server with the driver’s/ executive’s details. Your server returns the corresponding customer’s number
Exotel connects the assigned executive to the respective customer
Number masking is also the best way to avoid off-platform transactions thereby allowing you to monetize better
Call your customers without depleting your employees’ mobile balance. Connecting them via Exotel is more cost efficient
Track, record and analyse all your customer conversations to gain insights in real-time
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.
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.
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.
Number masking allows delivery agents to connect with customers without revealing contact details. This is enables companies to safeguard customer privacy and be compliant with the PDPA and other similar laws.
It’s crucial to use number masking for lead tracking and prevent conversations to move out of the platform.
Using Number Masking, companies ensure that sensitive customer information is not shared with drivers. This adds to the safety of the passenger when traveling.
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).
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.
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.
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.
Following are some of the popular use-cases of phone number masking:
Exotel's API documentation and implementation process is extremely simple and easy to follow. There were no hassles in setting it up. We use other cloud telephony platforms as well but Exotel gets a big thumbs-up from us for their ease of use.
We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.
The number masking feature has been a very worthy addition to making our customer experience even better.
We used to use a traditional PBX system before. But that doesn’t have the capabilities of Exotel’s IVR system. So, we decided to use Exotel for our IVR cancellation system.
Exotel's automated calls have helped in increasing our service levels and reducing our costs since there is no need for any manual intervention.
Exotel's APIs are very clearly defined. Our tech team could integrate them in no time. It’s easy to incorporate into any product.
Very supportive and understanding staff who have lived up to every expectation, and at times exceeded them too.
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