Solution Brief

The Intelligent Cloud Contact Center

Five9 Certified Caller Benefits

• Automatically support

Powered By Neustar
STIR/SHAKEN standards
when using Five9 telephony
capabilities without
additional software or
services costs for customers
• Build trust between you and
your customers

Ensuring trust in every call with free, automated capabilities • Ensure compliance with FCC
policies and regulations

The Importance of Customer Trust Robocalling has had a negative impact

on legitimate businesses. Companies like
Customer trust is critical for any business.
yours use outbound calls to help their
In recent years, however, customer trust has
customers with essential communications
been eroded by organizations claiming false
such as appointment reminders, order
identities. Your customers no longer trust
status, or prescription refills. Outbound
answering their phones when receiving a
calls also serve as a cost-effective way
call. That has a detrimental effect on your
for businesses to reduce administrative
relationship and your ability to communicate
tasks using automated methods rather
with them.
than employees.
Consumer trust, in general, has reached all-
However, these calls are ineffective if
time lows. Between spoofs, spam, and scam
consumer trust is so low they won’t take
calls, Americans receive more than 106 billion
your call.
calls per year, which equates to 325 calls per
person.1 Simply put, consumers no longer trust A Summary of STIR/SHAKEN
a number they do not recognize – leaving
legitimate businesses (and their customers) Given the outcry from consumers
with delays and dilemmas. in the United States, the Federal
Communications Commission (FCC) took
action to help protect the population
from unwanted, harmful, and potentially
illegal calls. STIR/SHAKEN is a framework
“Neustar and Five9 of interconnected standards. The
acronyms stand for the Secure Telephone
have a similar goal: Identity Revisited (STIR) and Signature-
based Handling of Asserted Information
to ensure trust in Using toKENs (SHAKEN) standards.

every connection.”
Solution Brief

STIR/SHAKEN also
requires digitally
validating the handoff
of phone calls passing
The New Standard
through the complex With STIR/SHAKEN, all calls traveling through interconnected phone
web of networks, networks would have their caller ID “signed” as legitimate by originating
carriers and validated by other carriers before reaching consumers. Per the
allowing the phone FCC, ”STIR/SHAKEN also requires digitally validating the handoff of phone
calls passing through the complex web of networks, allowing the phone
company of the company of the consumer receiving the call to verify that a call is in fact
from the number displayed on caller ID.”2
consumer receiving Support for STIR/SHAKEN is not only necessary; it could trigger severe
the call to verify that repercussions if not followed. The FCC rules require providers to implement
STIR/SHAKEN in the Internet Protocol (IP) portions of their networks by June
a call is in fact from 30, 2021. Failure to do so will result in costly fines (per call) and potential
Department of Justice (DOJ) prosecution.
the number displayed
Five9 Leading Support for STIR/SHAKEN
on caller ID. Five9 is taking a first-to-market, leadership position on STIR/SHAKEN to best
ensure Five9 customers are confident, secure, and ready when the June 30,
2021 deadline arrives.
Five9 is partnering with Neustar, a leading STIR/SHAKEN solution provider, to
validate caller telephone identity and digitally sign outbound calls. In short,
Five9 places an API query to attest a calling number. Neustar validates the
calling number identity and provides SHAKEN Identity (digital signature)
HowanAttestation
with attestation (AWorks
or B). Five9 inserts this SHAKEN Identity into a SIP
header on an outgoing call to a carrier.

How Attestation Works

Calling Party Called Party

STIR/SHAKEN STIR/SHAKEN
Authentication Service Authentication Service

0101010 SIP Header

1001010

Authentication, Verification, SIP w/Verification

Attestation Treatment Status

0101010 0101010 0101010

1001010 1001010 1001010

SIP SIP SIP

Origination Transit Terminating

Carrier Carriers Carrier

Attestation or Trust Indicator = “A, B, C”

2
Solution Brief

Preparing Your Contact Center

The goal of Five9 is to make the process as effortless as possible. Five9
provides STIR/SHAKEN attestation service to customers using Five9
telephony to support outbound calls. Five9 customers using Five9
telephony can make outbound calls with confidence knowing that Five9
supports STIR/SHAKEN on their behalf. This requires no investment on the
customer’s side.

Five9 customers using For customers providing their own telephony and outbound SIP trunks,
Five9 suggests the following steps:
Five9 telephony can 1. Inventory Your Numbers: Ensure that the numbers you’re using as ANI
on outbound calls are provided by your outbound carrier/provider.
make outbound calls
2. Validate Your Numbers: Validate your numbers with your outbound
with confidence knowing carrier/provider.

that Five9 supports STIR/ 3. Discuss with Your Provider: You provide your own telephony (SIP
trunks for outbound calling), so please work with your provider to
SHAKEN on their behalf. ensure attestation for your outbound calls.
4. Stay Current: Remain up-to-date on regulatory changes and evolving
This requires no investment tech standards.
on the customer’s side. 5. Work with Five9: For questions around STIR/SHAKEN, please contact
your sales or support representative.

Build Trust with Your Calls

With Five9, you can be assured every outbound call will be verified,
authenticated, and achieve attestation – ensuring your business remains
operable and efficient and, equally importantly, the consumer regains
confidence and trust with voice calls.

Learn More
Want Five9 to help you prepare for STIR/SHAKEN? Visit www.five9.com
or call 1-800-553-8159.

References
1. “TNS
 Report: Americand Now Receive 300 Million Unwanted Robocalls Per Day,” Transaction
Network Services. March 4, 2020. https://www.businesswire.com/news/home/20200304005116/en/
TNS-Report-Americans-Now-Receive-300-Million-Unwanted-Robocalls-Per-Day
2. “ Combating Spoofed Robocalls with Caller ID Authentication,” Federal Communications
Commission. 2021. https://www.fcc.gov/call-authentication

About Five9
Five9 is an industry-leading provider of cloud contact center solutions, bringing the power
of cloud innovation to more than 2,000 customers worldwide and facilitating billions
of customer engagements annually. Five9 provides end-to-end solutions with digital
engagement, analytics, workforce optimization and AI to increase agent productivity
and deliver tangible business results. The Five9 platform is reliable, secure, compliant
and scalable. Designed to help customers reimagine their customer experience, the
Five9 platform connects the contact center to the business while delivering exceptional
customer experiences that build loyalty and trust.
3001 Bishop Drive, Suite 350
San Ramon, CA 94583 For more information visit www.five9.com or call 1-800-553-8159.
925.201.2000 Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. The names and
logos of third party products and companies in this document are the property of their respective owners and may also be trademarks.
www.five9.com The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and 3
are provided without warranty of any kind, express or implied. Copyright ©2021 Five9, Inc. 10921