At Enterprise Connect 2025, Gerry Christensen, founder of Wireless Waypoint, is preparing for an important panel discussion: “Building Trust in Outbound Calling Systems” on Thursday, March 20, at 9 a.m.

Restoring Trust in Caller ID

Many consumers no longer trust unknown calls, assuming they’re scams. Even essential calls—like fraud alerts from banks—are often ignored because they appear as "Spam Likely." Christensen emphasized that branded calling, authentication, and consent management are key to rebuilding trust.

Steps for IT Managers

For enterprises managing outbound calls, Christensen suggests:

Know Your Customer (KYC) – Verify who is making calls on your behalf.

Authentication & Validation – Ensure calls originate from trusted sources.

Branded Calling – Display logos, reasons for calls, and verified IDs.

Call Routing Awareness – Understand how calls travel through the network to avoid losing attestation levels.

A-B Testing & Industry-Specific Approaches

Companies can experiment with branded calling by A/B testing:

A Group – Calls with branding, such as a company logo and caller ID.

B Group – Standard outbound calls.

This helps businesses measure response rates and effectiveness.

Additionally, Christensen stressed the importance of industry-specific use cases—such as banks notifying customers of fraud alerts or healthcare providers confirming appointments.

Where to Learn More

Christensen encourages IT leaders to analyze their call origination process, work with trusted providers, and optimize call routing. For more insights or consulting, he is available via:

Enterprise Connect app

Wireless Waypoint website

LinkedIn

As outbound calling evolves with AI and authentication tools, Christensen’s insights at Enterprise Connect are essential for companies looking to boost answer rates and improve customer trust.

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