SEPTEMBER 2023 RELEASES
September 2023 Releases
Caller ID vs. CNAM vs. Branded Caller ID: What’s the Difference?
When customers in the United States receive a call from a number not in their address book, it sometimes shows only the originating phone number, and sometimes shows a business’ name as well. Why? There is a patchwork of systems at work behind the scenes in order to show customers the name of the business calling.
On landlines, the originating call provides the Caller ID (which technically means just the phone number), and then the terminating carriers ping one of a number of distributed CNAM (“Calling NAMe”) databases to identify the Caller ID Name, if there is one. On cell phones, the originating call still provides the Caller ID, and then the terminating carrier pings their own proprietary database (AT&T, Verizon, and T-Mobile each have their own) to determine the Branded Caller ID.
What is the technical difference between Caller ID, CNAM, and BCID?
Caller ID: Caller ID is a telephone service that displays the caller's phone number on the recipient's phone. It is useful for screening calls and avoiding unwanted telemarketing calls or spam calls. This basic identification service has been in play for decades and is available on both landline and mobile phones. It provides a phone number or name associated with the caller, and businesses may choose to use a different Caller ID number for each zip code to provide a local touch when reaching out to customers or potential customers.There is no additional cost to anyone for this service.
Caller ID does not offer any branding or additional information. Recent updates include STIR/SHAKEN, which helps ensure that the originating caller has permission to use the phone number, and is not spoofing or incorrectly showing someone else’s phone number to try and trick customers. In the US, phone numbers are 10 digits.
CNAM (“Calling NAMe”): CNAM is not regulated by a governing body such as the Federal Communications Commission (FCC). Rather, the service is essentially a patched-together network of decentralized databases that frequently operate with outdated information. The terminating carrier “dips” into one of the many CNAM databases to identify the related business name if there is one. Like CID, CNAM does not offer branding capabilities.
Like CID, CNAM does not offer branding capabilities. As landline phone usage dwindles in favor of cell phones, CNAM has become less relevant. In the US, CNAM is up to 15 characters.
Branded Caller ID: With Branded Caller ID, businesses can brand their outbound phone calls by displaying a customized name, logo, or other branding elements on the recipient’s cell phone. These so-called “rich data” elements appear thanks to advances made on the same technology that powers Caller ID and CNAM. Additional configuration and integration with the phone company's network enables the advanced functionality of Branded Caller ID, which is available on cell phones but not landlines. Businesses that want to use Branded Caller ID need to work with a provider to set it up and ensure that it is used consistently across all customer touchpoints. They are also charged a fee to use Branded Caller ID, for each call.
Up to 35 characters
In short, Caller ID simply transmits the phone number of the caller, while CNAM adds the name, where available, on landline, and Branded Caller ID adds the name and logo, if available, on cell phones.
What are the best practices for using CNAM and Branded Caller ID?
CNAM and Branded Caller ID are typically used by businesses to improve brand recognition, increase customer trust, and reduce the likelihood of calls being ignored or mistaken for spam. Using these valuable tools, businesses are more likely to reach customers on outbound calls, thereby improving customer engagement.
Keeping these key best practices in mind can help businesses effectively use Branded Caller ID to their advantage:
- Set one brand everywhere: Use accurate and consistent branding across all CNAM and Branded Caller ID providers so that the same branding appears across various landline carriers as well as AT&T, Verizon and T-mobile.
- Test and analyze: Like any sales or marketing program, Branded Caller ID strategies should be tested and analyzed for their effectiveness in boosting customer engagement levels and answer rates. Test different branding elements, messaging, and call-to-action, for instance, to see which one is the most effective. Analyzing the results will help to optimize Branded Caller ID strategy and improve ROI. As Branded Caller ID costs money, the goal is to reduce the number of calls made or the calls that need to be branded.
What are some mistakes that businesses make when using Branded Caller ID?
Like best practices in reverse, common mistakes made when using Branded Caller ID can reduce effectiveness in driving customer engagement and boosting answer rates. These errors typically fall into two categories:
- Over-calling Customers: Calling customers too many times will result in irate customers, lower answer rates and being flagged as spam. Once you are branding your calls, there is no longer a need to call as many times from that branded number. This saves you time and money, and saves the customer from being flooded with unwanted calls.
- Using Misleading Branding: Whether it's tricking a customer to answer the phone based on a misleading branding element or failing to use Branded Caller ID consistently across departments and campaigns, these mistakes add up. Deceptive or inconsistent branding confuses customers, can damage brand reputation, and will certainly get your brand removed.
Finding the right service for your business
As landline use continues to dwindle, outbound sales calls today go largely to customer cell phones. This gives customers greater power over their answering decisions, making Branded Caller ID an impactful strategy for breaking through the clutter.
While it is a specialized service and not as widely available as CNAM, Branded Caller ID is a valuable tool that goes beyond simply providing call identification information. Used properly, Branded Caller ID can increase answer rates, enhance customer engagement, and improve brand recognition.
Regal’s suite of call branding tools for B2C sales teams includes a Branded Caller ID solution that provides businesses with the ability to show their company name, location, logo, and other identifiable information.
Other key features of Regal’s Branded Caller ID include:
- Reach all US carriers - Reach all 400M US wireless devices from one platform
- No integration needed - Upload numbers manually or programmatically
- Testing & reporting - Create A/B tests and track the impact of branding calls over time
- Call-level data - Monitor the carrier-reported answer rate, connect rate, time on call and reputation and health of your phone numbers
Understanding CNAM vs. Branded Called ID with Regal
In unraveling the nuances of Caller ID, CNAM, and Branded Caller ID, we've uncovered the pivotal role these elements play in shaping communication experiences. As you navigate the telecommunication landscape, consider the transformative power of branded caller identification offered by Regal.io.
Explore our customer stories to witness real-world examples of businesses achieving remarkable results through our innovative solutions. Ready to elevate your communication strategy? Schedule a personalized demo to experience the impact of Regal.io firsthand.
For a deeper dive into industry insights and trends, tune in to our B2C sales podcast. It's a valuable resource for staying ahead in the ever-evolving realm of telecommunication. Additionally, explore our Knowledge Hub for a wealth of articles and resources.
Regal.io empowers businesses to go beyond standard caller identification, providing a unique avenue for brand enhancement and customer engagement. Visit Regal.io’s products to learn how to start your journey to redefining caller identification.
Learn about these products and services at Regal.io, read most posts at regal.io/blog or email us at hello@regal.io.
FAQs
What is a Caller ID?
Caller ID is a telephone service that displays the calling party’s phone number (and often the name) on the recipient’s phone before they answer. In practice, when someone calls you, Caller ID transmits their number to your device as the call is set up. If a name is associated with that number (via a CNAM lookup), your phone may also show the caller’s name along with the number. This feature helps you identify who is calling so you can decide whether to answer or ignore the call.
What is CNAM ID?
CNAM ID stands for “Caller Name” Identification. It is the data that provides the caller’s name information alongside the phone number on your Caller ID display. In other words, CNAM is what turns an unknown number into a recognizable name (like a business or a person) on your phone. Key points about CNAM include:
- Purpose: To display the caller’s name in addition to their phone number on incoming calls, helping recipients recognize the caller.
- How it works: Phone carriers query CNAM databases when a call comes in. If the calling number is registered in a database with a name, that name is delivered to your device along with the number. If no name is found, you’ll just see the number (or sometimes a generic “Unknown”).
- Format: CNAM names are typically limited to a textual name up to about 15 characters. For example, a business might appear as “Acme Heating” on your screen.
- Availability: CNAM is commonly used in US telephone networks. It’s a standard feature on most carriers, but the displayed name can sometimes vary or be outdated since it depends on those external databases being updated.
What is Branded Caller ID?
Branded Caller ID is an enhanced form of caller identification that allows businesses to display their brand name and other details on a call recipient’s phone, not just the number. It’s essentially “Caller ID 2.0” for the mobile era. With Branded Caller ID (also known as branded calling or caller ID branding), an incoming call can show:
- Extended Caller Name: The company’s full name or brand (often longer than the 15-character CNAM limit, e.g. up to 24+ characters). This means a more recognizable business name can be displayed.
- Logo or Image: On supported smartphones, the company’s logo or a small image can appear on the call screen, reinforcing the brand identity.
- Call Reason/Category: A short message or label indicating the reason for the call (for instance, “Delivery Update” or “Appointment Reminder”). This gives context to the call before you answer.
- Verified ID Indicator: In some cases, a branded call will show as verified or authenticated, which assures the recipient that the call is legitimate.
Branded Caller ID is typically provided through advanced services or apps in partnership with carriers. It helps companies stand out on a recipient’s mobile screen, so customers instantly know who’s calling and why – increasing the chances that the call will be answered.
How is Branded Caller ID different from CNAM ID?
Branded Caller ID and CNAM are both about showing who’s calling, but they differ in scope and technology. Here are the key differences:
- Information Displayed: CNAM will display a basic name (up to 15 characters) tied to the phone number, whereas Branded Caller ID can display a richer identity – a longer business name, plus potentially a logo and call reason on supported devices. In short, CNAM gives you a name, while branded caller ID gives you a fuller brand presentation.
- Technology & Delivery: CNAM relies on external databases that carriers query for a name match to the calling number. The info is static and can sometimes be inconsistent or outdated across different databases. Branded Caller ID, on the other hand, uses direct integrations with wireless carriers and phone operating systems. This allows the calling business to actively control the displayed info in real time, making it more consistent and accurate.
- Device Support: Traditional CNAM works on both landlines and mobile phones but is limited to text name and number. Branded Caller ID is mainly supported on modern smartphones (especially on mobile networks) for the full experience. For example, only wireless devices can show logos or extended information – landline phones will just get the standard Caller ID name
- Caller Control & Branding: With CNAM, businesses have minimal control over how their name appears – it’s dependent on phone carriers updating their databases, and sometimes the name can truncate or vary. With Branded Caller ID, businesses usually work with a service provider to register their display information, giving them more direct control to ensure their brand appears correctly on calls (consistent name formatting, proper logo, etc.). This leads to a more reliable presentation of who the caller is.
- Additional Features: Branded Caller ID often comes with analytics and monitoring tools (depending on the service) so companies can see call performance (answer rates, etc.) and manage their calling reputation. CNAM is a basic network feature and doesn’t provide such insights by itself.
What are the benefits of using Branded Caller ID for businesses?
Branded Caller ID offers several key benefits for businesses that rely on phone calls to reach customers:
- Higher Answer Rates: When customers see a familiar business name or logo on their screen instead of an unknown number, they are far more likely to answer. This can significantly improve contact rates. (In fact, studies show up to 76% of unknown calls go unanswered so displaying your brand helps avoid being just another “unknown caller.”)
- Improved Trust and Credibility: Branded Caller ID lends legitimacy to your calls. A verified brand display assures the recipient that the call isn’t a scam robocall. This trust factor means customers are less wary and more willing to engage.
- Better Customer Experience: Providing context like a call reason (e.g. “Tech Support” or “Prescription Ready”) prepares the customer for the conversation. It sets the right expectations and often leads to a more positive interaction since the recipient knows the call’s purpose upfront.
- Brand Recognition: Every call becomes an opportunity to reinforce your brand. Even if the customer doesn’t answer, seeing your company’s name and logo builds brand familiarity. Over time, this recognition can enhance your company’s image and consistency across communication channels.
- Reduced Spam Mislabeling: By branding your outbound calls, you reduce the chance that carriers or call-blocking apps will mislabel your calls as spam. Unknown numbers are often flagged or ignored, but a clearly branded call is less likely to be mistaken for a spam call, helping more of your calls reach customers.
Overall, Branded Caller ID helps businesses connect more effectively with customers by ensuring that when the phone rings, the recipient instantly knows it’s a call worth answering. This leads to greater engagement, trust, and successful communication over the voice channel.
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Founded in 2020, Regal is an enterprise voice AI agent platform for contact centers. Regal helps businesses build, deploy, and manage autonomous AI agents across sales, support, and operations teams.
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