Bharti Airtel, India’s 2nd largest telco, launches the Business Name Display facility, which will enable businesses to display their brand name on the recipient’s mobile screen during outgoing calls. Business Name Display is a first-of-a-kind solution offered by any telco to enterprises. This will help the customers to distinguish between spam and enterprise calls. Hence, enabling the customers to not mistake enterprise calls as spam calls and decline them outright. It is also set to provide an adequate environment for the businesses. 

The solution is all set to enhance customer engagement for enterprises. It will transform businesses ranging from banking and retail to food delivery, mobility, quick commerce, courier, and even logistics. In overall terms, the innovation is all set to derive a two-way benefit, providing context that will improve the experience of the customer as well as the call answer rates of businesses. 

Why is this the need of the hour? 

Following the successful launch of India’s first spam-fighting network, Airtel effectively curbed the menace of spam calls and significantly increased customer awareness. As a result, more people began ignoring calls flagged as spam or from unknown numbers. However, this progress also led to unintended consequences—important calls from trusted brands, such as banks, food delivery services, courier companies, and even hospitals, were mistakenly marked as spam. 

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Consequently, customers started missing critical calls, including those related to doctor appointments and essential services.

Making Informed Decisions 

The initiative addresses the challenge of mistaking legitimate calls for spam by enabling a secure and relevant communication environment. It empowers end customers to make informed decisions about incoming calls by displaying the name of the company placing the call. In turn, businesses can stand out to their customers while also protecting them from fraudulent callers.

Already giving successful results? 

The solution was successfully piloted with over 250 businesses across diverse sectors such as banking, retail, food delivery, mobility, quick commerce, and logistics. Over the past 30 days, these businesses used more than 1.5 million phone numbers to place 12.8 million calls, resulting in a significant boost in customer engagement.

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It is all set to solve an array of problems for businesses and customers both. By displaying a verified caller name at the start of each call, businesses can

1. Clearly distinguish themselves from unknown or suspicious callers.
2. Build trust and strengthen their brand reputation.
3. Provide helpful context that enhances both customer experience and call answer rates.