BAI Webinar

The myths and realities
inbound call centers

RECORDED: April 28, 2021
TIME: 1:00 - 1:30 PM CT

STIR/SHAKEN is a set of standards designed to reduce spoofing of phone numbers by enabling phone networks to use digital signatures to document the legitimacy of phone calls. This capability is scheduled to be in place by mid-2021.

For call centers, the question is whether STIR/SHAKEN can also help businesses reduce threats from criminal use of spoofed calls to help take over customer accounts. The answer is “yes,” but with some significant caveats and limitations.

Join us for this complimentary BAI webinar to learn how to use STIR/SHAKEN, and why it is not a panacea for caller authentication.

Key takeaways:

  • An overview of how STIR/SHAKEN works
  • Where it will (and will not) help call centers in combating account take-over attempts
  • Tips for getting access to STIR/SHAKEN data from your telephone carrier
  • Best practices for using STIR/SHAKEN when it arrives


Lance Hood
Senior Director of Inbound Authentication

Lance Hood is responsible for Inbound Authentication products at Neustar. He joined TRUSTID, a subsidiary of Neustar, Inc., in 2017 and helped establish the company as the market leader in pre-answer call center authentication leading to the company’s acquisition by Neustar in January 2019. He has over 20 years of marketing experience spanning technology, healthcare and security markets. Before joining TRUSTID he led marketing for GetInsured and Array Health. Prior to this, he led product marketing at EDI leader Edifecs and held multiple executive positions at security vendor Epok. He holds a Bachelor of Business Administration in Marketing from the University of Puget Sound and a Master of Business Administration in Finance from the Foster School of Business, University of Washington.

Holly HUghes

Holly Hughes
Chief Marketing Officer

Holly Hughes is responsible for leading BAI’s strategic marketing planning and execution for the BAI brand, lines of business and membership. Holly joined BAI in 2014 with over 20 years of marketing experience in multiple industries, helping organizations build their brand and achieve financial success. She has proven success in building brands, driving revenue, leading advertising, guiding social media, managing public relations and creating integrated communication programs.

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