“Roughly 80% of unidentified calls go unanswered. The voice channel won’t recover until people trust who’s calling.” These words from Hiya‘s Founder & CEO, Alex Algard, encapsulate a growing problem faced by telecommunication networks worldwide. In his discussion with Doug Green from Technology Reseller News, Algard explored why consumers often choose to ignore voice calls and how Hiya, along with pivotal partners, attempts to restore trust in caller identity.
The challenge is clear. Many calls today are ignored due to the prevalence of spam and fraud, with voicemail boxes becoming cluttered with unwanted messages. This environment harms genuine contact efforts by businesses and affects the efficiency of contact centers.
Seattle-born Hiya stands at the forefront of tackling this issue. Their services, such as Hiya Protect and Hiya Connect, leverage advanced analytics to enhance caller identification. Hiya Protect identifies spam in real-time via network-integrated analytics, while Hiya Connect enhances communication with branded caller ID, thereby elevating answer rates for businesses involved in direct-to-consumer interactions.
Moreover, Hiya recently introduced the Caller Reputation service. This innovation provides enterprises a new level of transparency, allowing them to monitor and enhance their caller reputation—a critical development for businesses navigating mislabeled calls across various carrier networks.
Hiya’s pioneering efforts are not isolated. They engage with globally recognized carriers and manufacturers like AT&T, Samsung, Vodafone, and others. These partnerships extend their reach to over 500 million users, emphasizing the robust nature of their network impact.
AI’s integration into their services further strengthens their capabilities. Since 2016, machine learning techniques have enhanced their ability to filter unwanted communications while minimizing mistakenly blocked calls.
For businesses and contact centers, products like the Hiya AI Phone—an AI-based call screener—offer a proactive solution. By answering and managing calls, this tool helps companies avoid missed opportunities and improve customer engagement.
Hiya’s strategies carry significant implications for various market segments. Contact centers and outbound teams stand to recover call answer rates and curb the misuse of voicemail accounts, while enterprises can build customer trust with enhanced caller transparency.
By integrating artificial intelligence and building strategic partnerships, Hiya aims to transform caller identification from a challenge into an opportunity, one call at a time. For more detailed insights into their offerings, visit their official website.
