EnableX Call Masking Solution: Why It Matters, How It Works And Use Cases

Use Cases

Call Masking Solution - Featured Image

In today’s fast-paced life, sharing your mobile numbers is critical to using digital services, be it cab booking, food delivery, courier services or travel reservation. But phone number is sensitive personal data that can be misused. Various incidents have been reported when cab drivers or delivery executives sent inappropriate or unauthorised messages to customers using their phone numbers. That’s why privacy is now a legitimate concern for people, and they’re reluctant to share their mobile numbers with strangers.

Call masking solution eliminates the need to share personal phone numbers by enabling two parties to connect via virtual proxy numbers. When customers know their numbers are masked and protected and won’t be misused, they’re comfortable engaging freely with service providers. This one simple solution eliminates the security & privacy concerns.

In this post, you will learn how call masking works, its use cases, and how you can implement phone number masking in your business communication.

How EnableX Call Masking Solution Works

It masks the original calling party’s phone number of the caller with a virtual number for the call recipient by simply replacing the original CLI (Command Line Interface).

When a call is made, it first lands on a virtual number; the system initiates an outbound call to connect to the party at the other end. The recipient only sees the caller ID assigned to this call by the EnableX platform, not the original CLI of the caller.

Let’s understand this in detail. Suppose there is a:

  • Service pool of virtual numbers: VN<1>, VN<2>….V<M>
  • Set of customers: C<1>, C<2>…C<N>
  • Set of service personals: S<1>, S<2>,…..S<M>

 

When a customer and a service personnel mapping is created using application logic such as geographical proximity, they will be assigned virtual numbers from the above pool. We receive a unique mapping of the form given below:

 

C<i>    ß———à V<j>   ß——–à S<k>

 

When either C<i> or S<k> makes a call on a virtual number, they are automatically connected. A company may need multiple virtual numbers as they can be present in multiple geographies.

EnableX Voice APIs allow selecting from a list of phone numbers from different geographical regions. It also supports initiating multiple concurrent calls across various regions.

Call Masking Application Workflow For A Customer Service Solution

How enableX call masking solution works

  1. Once a user clicks on the Call the Customer button in the app, the call is transferred to a dynamically assigned virtual number.
  2. EnableX Voice Server is configured for the incoming phone number. It informs the application server hosting the application through Webhook.
  3. Next, EnableX platform pings your server with the executive’s details. Your server returns the corresponding customer’s phone number and requests the EnableX server to make an outbound call to the customer’s number.
  4. Now, the EnableX Voice API dials the customer number and bridges it to the agent. It connects the assigned executive with the respective customer.
  5. The customer phone number is not shown to the service executive as the virtual number acts as an intermediary between two parties.

EnableX Call Masking Solution

It’s built on top of the EnableX Voice APIs. To enable a phone number masking solution, you must go through EnableX Voice Services or ENX. It has agreements with multiple vendors that provide access to phone numbers across 200+ countries. Here is how you can enable a call masking solution:

  • To access ENX self-service platform, Sign on the link: https://portal.enablex.io
  • You can choose from Dedicated, Shared, LC, SC or Toll-Free numbers.
  • Use your wallet credits to make/receive voice calls.

Some Real-World Use Cases For Call Masking Solution

 

Use cases of EnableX Call masking solutions

Here are a few use cases where we can see call masking in action:

  • Delivery services: Service delivery guys routinely need to connect with customers. Call masking can help customers get in touch with them when it matters the most without revealing phone numbers.
  • Ride-sharing services: The passenger and the driver call each other without sharing their original contact number.
  • Healthcare: A doctor or patient may not be willing to share personal numbers. However, patients can contact doctors without exchanging phone numbers using the call masking solution.
  • Marketplace: Buyers and sellers can contact each other without worrying about privacy.

To Conclude

As people engage more and more with providers of digital services, protecting their privacy and identity has become all the more essential. Enterprises now need to implement the phone number masking feature not just to meet regulatory compliance needs but as a vital component of the user experience.

So, it’s time to implement the call masking solution with EnableX Voice APIs.

Sign Up now and get 5$ free credits to use EnableX Call Masking Solution today!

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