What is STIR/SHAKEN?
why are we excited about stir/shaken?
STIR/SHAKEN call authentication will help identify the entity behind the call.

STIR (Secure Telephone Identity Revisited) / SHAKEN (Signature-based Handling of Asserted information using toKENs) is a framework designed to assign a certificate of authenticity to each phone call for use across the telecom network. These certificates will act as a digital signature of trust passed from carrier to carrier to improve traceable call delivery.

The FCC is leading the push for industry adoption of these standards to improve the ability to trace back to illegal call origination across all carriers. As of March 31, 2020, the FCC has mandated that both originating and terminating voice service providers implement the STIR/SHAKEN caller ID authentication framework in the IP portions of their networks by June 30, 2021.

Once implemented, STIR/SHAKEN should provide the identity of origination of calls into the network, operationally across all carriers. Secondary benefits could include the identification of verified "trusted" calling identities through what is known as attestation.

numeracle leadership

Our role in STIR/SHAKEN development

Technology Expertise
In support of our call center, industry, and association partners, we want to help you educate not only yourselves, but also the clients you serve. Please don't hesitate to reach out if we can help bring more awareness around STIR/SHAKEN to your team.
Industry Leadership
To ensure the voice of the enterprise is represented and considered as an integral part of STIR/SHAKEN development, we serve on the IP-NNI Task Force (group co-authoring SHAKEN) and Chair the PACE Communication Protection Coalition.
Advocacy & Awareness
Numeracle actively speaks on behalf of industry associations such as ARDA, American Bankers Association, ACA International, iA's Consumer Relations Consortium, PACE, and more, to represent the STIR/SHAKEN interests of enterprises and contact centers.
the importance of enterprise credentialing

STIR/SHAKEN and Verified Identity™

Enterprise Identity
The future of call authentication through STIR/SHAKEN is all about validating the identity of a caller by connecting the dots between an enterprise, its call center vendors, and its originating carriers. You can start this process now by becoming a Numeracle Verified Identity™.
You & Your Carrier
More often than not, there are many 'layers' between an enterprise caller and the originating service provider responsible for generating call traffic on your behalf (i.e. dialing and CX platforms, multiple BPOs, outsourced call center partners, telephony vendors, etc.).
Who Calls the Shots?
With so many 'layers,' it can be hard to prove who actually has authorization to originate traffic on your behalf when it matters most. We believe you (the enterprise) is in the best position to know who has the authorization to use any specific telephone numbers when making calls.
more about verified identity and call authentication
a crash course in the important stuff

STIR/SHAKEN FAQs

Will STIR/SHAKEN stop all robocalls?
While STIR/SHAKEN will help identify harmful robocalls, it will not completely eliminate all illegal robocalls for good. It's also important to note that not all robocalls are bad. Many legitimate companies communicate all sorts of information via 'robocall,' such as appointment reminders, delivery notifications, school closures, etc.

So while STIR/SHAKEN is not a silver bullet solution, and it cannot determine the illegitimacy or legitimacy of the intent of an incoming call, it can validate that an incoming call is originating from a real phone number, a number which is not being 'made up' or stolen from a legitimate business, organization, or consumer.

The STIR/SHAKEN framework does not have the ability to weigh in on whether or not the content of the call itself is potentially malicious or unwanted (this is where call blocking and labeling analytics come in). Thus, this technology is not able to stop all robocalls, but it will be helpful in identifying those generated using illegal spoofing tactics.
How does STIR/SHAKEN stop illegally spoofed calls?
The absence of this technology in the past is what has allowed bad actors to represent themselves as someone they’re not by illegally "spoofing" or hiding behind a falsely presented telephone number. With the improved ability to trace back to the origination of illegal activity, STIR/SHAKEN will assist government and telecom entities' ability to identify and stop the source of the illegal robocalls.
What is "call authentication?"
"Call authentication" is all about validating the identity of a caller by connecting the dots between the enterprise or contact center and its originating carrier(s) (telco providers) to ensure its calls are identified as trusted from the point of origination to termination. Once the originating service provider has validated your identity as associated with your outpulsed phone number (see: NumeraCert Verified Identity to learn more about this process), the next step is for the terminating device (the phone of the person you’re calling) to authenticate the identity + phone number information passed from the originating service provider in order to display the call as a Verified Call (or not, if the identity + phone number can not be validated).
How will "Verified" calls be displayed?
Some of the specificities around exactly how the "Verified" calls will be visually depicted are still a work in progress, but the requirements to trace back to the identity of the caller are mandated by the TRACED Act, and service providers are actively working to ensure they meet these requirements to avoid interruptions to service or calls blocked as the result. Taking the steps now to ensure your identity (branded calling presence) as associated with the authorized use of your phone numbers has been verified (see: Verified Identity Certification process) provides the "Know Your Customer" evidence required to validate your identity to the service providers passing the STIR/SHAKEN signed call to the point of termination (on the phone of the person you're calling), which will prevent the improper blocking of your calls, and enable the highest levels of attestation (or authentication and visual depiction of the Verified status) possible.
What do call centers and call originators need to do?
The logistics behind implementing STIR/SHAKEN do not fall to you, but to your telco provider. That said, we recommend you keep pace with your service provider’s progression toward STIR/SHAKEN implementation so you can ensure your calls will be given the greatest opportunity to be successfully 'authenticated.'

With much still in the works behind the scenes with STIR/SHAKEN, it's also very important for you to voice your opinion and weigh in on policies that will impact your business. Also, be wary of solutions with ‘guarantees’ on STIR/SHAKEN, especially those with promises for 'enterprise signing' or 'attestation.' Nothing has been finalized, so at this point, it's impossible to predict exact outcomes with 100% certainty.
ongoing industry discussion

Verified Identity for the Enterprise

If you missed our live panel discussion on STIR/SHAKEN "Verified" status and how it relates to the Enterprise and Contact Center, check out the introduction to the event here, or register to watch the on-demand playback here!
videos, articles, and more

STIR/SHAKEN Resources

STIR/SHAKEN: Our Favorite New Acronym Explained
STIR/SHAKEN: Our Favorite New Acronym Explained

Drinks with James Bond or protocols to eliminate illegally spoofed robocalls? In this edition of Bekah Speaks, Numeracle's Rebekah Johnson breaks down the meaning behind STIR/SHAKEN and sheds light on how this technology will be used to identify and stop illegal robocall scams.

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STIR/SHAKEN: What This Means for the Consumer
STIR/SHAKEN: What This Means for the Consumer

In this episode of Bekah Speaks, Numeracle’s Rebekah Johnson takes a consumer perspective on STIR/SHAKEN to describe call delivery end-to-end. When illegal calls are originated in a world post-STIR/SHAKEN, the FCC will have a lead on who to go after through trace-backs.

Watch the Video
Elevating the Enterprise to “Verified Caller” in STIR/SHAKEN
Elevating the Enterprise to “Verified Caller” in STIR/SHAKEN

The enterprise identity must be elevated to bridge the gap between the enterprise caller and the point of entry to STIR/SHAKEN call authentication.

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The Role of a Know Your Customer (KYC) Process in Telecom
The Role of a Know Your Customer (KYC) Process in Telecom

As the industry prepares for STIR/SHAKEN, we discuss how a "Know Your Customer" process will enable trusted entities to deliver authenticated calls.

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Summary of the Pallone-Thune TRACED Act
Summary of the Pallone-Thune TRACED Act

The Pallone-Thune TRACED Act, bipartisan legislation designed to crack down on unlawful robocalls to consumers, has mandated STIR/SHAKEN.

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SHAKEN/STIR: A Step Toward Returning Trust to Incoming Calls
SHAKEN/STIR: A Step Toward Returning Trust to Incoming Calls

STIR/SHAKEN, it's not a silver bullet solution, but it is an important commitment to the ongoing validity of the voice channel.

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Thinking Differently About Getting Your Calls Through in the New Age of STIR/SHAKEN
Thinking Differently About Getting Your Calls Through in the New Age of STIR/SHAKEN

Exploring the challenges in the standards and in the industry with how to securely and reliably identify the calling enterprise alongside the appropriate phone number and elevate this trusted relationship to the point of entry for STIR/SHAKEN call signing at the terminating side.

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SHAKEN/STIR and Its Impact to Call Center Operations
SHAKEN/STIR and Its Impact to Call Center Operations

In this Numeracle guest post on the Arbeit blog, we explore the STIR/SHAKEN protocol, what it is, what it means for call delivery, and what it means for call center operations today and into the future.

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Robocall Redemption is a Marathon, Not a Sprint.
Robocall Redemption is a Marathon, Not a Sprint.

Published in ACA International's Collector Magazine, this article by Numeracle explores the impact of STIR/SHAKEN on legal call originators, particularly those engaged in outbound call campaigns in the accounts receivable management industry.

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