Number Masking
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.
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How Phone Number Masking Solution Works
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 phone number masking
Take a glimpse of how Exotel’s number masking solution helps businesses on a day to day basis
Advantages of masked phone numbers
Ensure customer privacy
Your customer’s phone number is never revealed during the transaction. After all, the onus of protecting the customer’s privacy falls on the business
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
How businesses use phone number masking solution
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.
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.
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.
Industries that use number masking
Ecommerce, 3PL and Food Delivery
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.
Marketplace
It’s crucial to use number masking for lead tracking and prevent conversations to move out of the platform.
Cab and bike aggregators
Using Number Masking, companies ensure that sensitive customer information is not shared with drivers. This adds to the safety of the passenger when traveling.
Leading businesses use our call masking solutions
Resources
FAQs
Asia’s most innovative companies use Exotel
Chirag Patel
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.
Shashank ND
We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.
Exotel made agent performance monitoring and reporting seamless
The best things about Exotel are – Click to Call for KYC, IVR campaign, App Bazaar, Lite dashboard, which specifically showcases call flow monitoring, agent performance monitoring, reporting, easy to set up, and to top it, the support from the account manager.
Prateek Jain
The number masking feature has been a very worthy addition to making our customer experience even better.
Exotel anticipates customer needs and delivers exceptional service
An excellent, user friendly and cost effective platform. Automations make it very easy for the caller and receiver to interact efficiently. We are truly glad to have moved to Exotel.
Satish Chugh
Very supportive and understanding staff who have lived up to every expectation, and at times exceeded them too.
The Exotel Advantage
Why Exotel is considered as the most reliable cloud communications company in India and Southeast Asia
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ISO 27001:2013 certified information security management system
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Superior Quality
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Best Support
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Find out how Exotel can work for you. Set up a call.
We take away some of the biggest pain points of traditional systems like EPABX.
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