I Know You Called featuring Douglas Tait

The 1994 R.E.M. hit Star 69 referenced the access number for the “last-call return” feature of telephones in North America. The chorus repeats the phrase, “I know you called” 5 times before revealing the caller hung up but was discovered using the *69 feature. That feature, however, pre-dates the current telephony system that primarily uses VoIP (Voice over Internet Protocol) which allows the “spoofing” of phone numbers. In short, today, it’s hard to know who actually called. But by utilizing data passed through the SIP (Session Initiated Protocol) Header, Oracle is able to identify calls with the potential of malicious activity. Douglas Tait joins to explain why this is important and how the technology can impact contact centers. We discuss: • Threats in the voice channel • Examples of cybersecurity failures and social engineering • The important role of SIP headers and metadata • The role of AI in emerging threats • Protective measures companies can take • Balancing “zero-trust” with customer experience Connect with Doug on LinkedIn – https://www.linkedin.com/in/douglas-tait-b2253/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/