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Jake Fowler

The Myths and Realities of STIR/SHAKEN for Inbound Call Centers

Recorded On: 01/21/2021



Lance Hood, Senior Director of Inbound Authentication, Neustar


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.

In this webinar, you’ll learn from call center and technology experts how to use STIR/SHAKEN, and why it is not a panacea for caller authentication:

  • 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

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Lance Hood

Senior Director of Inbound Authentication, Neustar

Lance 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.


01/21/2021 at 2:00 PM (EST)  |  Recorded On: 01/21/2021
01/21/2021 at 2:00 PM (EST)  |  Recorded On: 01/21/2021