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Get Complete Caller Data with New Nexmo Number Insight Feature

This article was published on May 26, 2020

Plagued by outdated databases and limited coverage—especially for mobile phone numbers—traditional Caller ID Name solutions have delivered unsatisfactory results for businesses. Recognizing these caller data challenges, Nexmo has released a Caller ID Name feature for U.S. phone numbers that works with the most accurate and up-to-date databases available. Available now in the Number Insight API (NI), Nexmo’s Caller ID Name solution returns the full caller name of a person or a business associated with a phone number.

Businesses can confidently employ Number Insight for critical processes such as validating records in their CRM systems, personalizing customer outreach, implementing caller ID, prioritizing outbound calls and enhancing user onboarding and fraud scoring.

CRM Data Cleansing for Financial Services

Many banks and financial services firms send one-time passwords over SMS or voice to authenticate their users. To ensure that they don’t have stale phone numbers—when users haven’t logged in or updated their information in a while—financial institutions need to periodically validate or refresh details in their databases. By integrating Number Insight, they can ensure the availability and validity of caller name and phone number database pairings.

Caller Identification in Call Centers

Call centers can offer an enhanced customer experience by identifying callers from their phone numbers, even if the caller’s information does not already appear in the CRM. Additionally, caller names can help them prioritize the order in which they return missed calls based on their business needs.

User Onboarding and Fraud Scoring in E-commerce

When onboarding users, businesses can use caller names to perform a reverse lookup and confirm that users enter valid phone numbers associated with the name with which they want to sign up.

The caller name returned can even be matched with the name on the credit card used for transactions. Whether a name is returned for a phone number can further be used as a signal in their fraud scoring engines.

At checkout, e-commerce businesses can implement step-up authentication (if needed) for mobile transactions by sending a one-time verification code confirming that the user has access to that phone.

Tiered User Verification for Fintech Onboarding

Financial technology (fintech) applications aim to weigh user acquisition online against compliance with know-your-customer (KYC) regulations. Using tiered verification, fintech apps can easily onboard users and reserve intrusive forms of ID verification (i.e., involving government ID) for when the user initiates large transactions.

For an intermediate tier, the fintech apps can require a user to provide a phone number and use the Caller ID Name feature to match it with the name used at signup. And they can confirm ownership of the phone number with a one-time password (OTP).

How Number Insight Caller ID Name Works

With Number Insight Nexmo users can add the option for Caller ID Name by setting the optional parameter “cnam” to “true” in the API requests.  If “cnam” is set to “true,” the response will include the caller_name corresponding to the phone number and the caller_type (consumer or business). If it is a consumer, the caller_name is accompanied by a first_name and a last_name. Note: this feature is for U.S. numbers only.

Find out more about how to develop with Caller ID Name and other features by visiting the Number Insight docs.

Guillermo Quintero Product Leader - Auth & Identity

Guillermo supports the team focused on Authentication & Identity solutions for Vonage’s API customers. He is responsible for leveraging new technologies to help combat fraud in an increasingly digital economy. He is a die-hard Chelsea Football fan and endurance sports junkie, often following professional bike races and planning the next trail adventure.

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