What is branded calling?

Branded calling ensures your caller ID is recognizable as your company and brand. When customers receive a branded call, the caller ID displays your brand’s name, logo, and/or other brand signifiers.

Branded caller ID is a great way to increase call pickup rates, boost brand recognition, raise engagement, prevent spamming, and inspire more trust in your brand — and why it’s fast becoming essential for forward-thinking businesses.

How does branded calling work?

Branded calling works by adding brand signifiers to a business caller ID. These could include:

• A brand logo

• A clear and accurate brand name

• A business number

• The department calling (for example, calls about sales promotions might be branded as “[COMPANY] promotions”)

The aim is to give the recipient total certainty about who is calling them and, in some circumstances, why. The recipient is then able to make an informed decision about whether or not to answer the phone. If they do answer, they are more likely to engage with the caller, as they know who they are (and possibly why they’re calling) and have actively chosen to respond.

How is branded caller ID name determined?

Branded caller ID names differ greatly from traditional caller IDs. Traditional caller IDs come from CNAM (Caller ID Name) databases, which can be inaccurate. CNAM databases often cut down or truncate IDs, resulting in strange names appearing on recipient screens — a brand named “Masons” may become “Msons,” for example.

Inaccurate caller ID can be worse than no caller ID, making your business look spammy and unprofessional. Nobody wants to take a brand call from a business that seems like it can’t even spell its name.

On the other hand, the business determines brand caller ID names. In conjunction with a communications provider like Vonage, businesses can set their own caller IDs and even add additional brand signifiers like logos. 

Why branded calling is important

Caller ID plays a big part in whether or not someone picks up a phone call and how much they trust the caller. And it’s becoming increasingly important as Millennials and Gen Z become more prominent — 23% of Millennial and Gen Z consumers never answer phone calls for any reason, and many more only answer to caller IDs they know and/or trust.

Branded calling makes your caller ID trustworthy, respectable, and engaging. So, getting your caller ID right is crucial if you want people to answer your business calls and start conversations on the right foot.

Benefits of branding calling

Branded calling can bring big benefits for business and customers. Here are just a few:

Increased answer rates

92% of consumers are wary of unidentified calls, often assuming they are fraudulent. Inaccurate, truncated, or misspelled caller ID has a similar effect, with consumers less likely to trust brand names that aren’t spelled out fully and correctly. This can impact businesses beyond simple call pickup rates. Your business can suffer reputational harm if your caller ID doesn’t exist or looks “spammy.”

Branded caller ID shows recipients exactly who’s calling and indicates that the business on the line is professional, legitimate, and trustworthy. This makes it much more likely that recipients will answer the phone. 31% of contact center workers say optimizing caller ID is the best way to improve answer rates.

Greater call engagement

When recipients see who’s calling and decide to answer, they’re likely prepared to engage. Branded caller ID prepares recipients for the conversation before they even hit the green button.

This means that your agents won’t waste valuable time explaining who is calling and why and are much less likely to have recipients hang up halfway through that explanation. Instead, they’ll get through to people who know who they are and possibly why they’re calling. The result is greater call engagement, making life much easier for your agents.

Greater brand recognition

Adding logos and other branding to your caller ID is a great way to boost brand recognition. It helps customers become more familiar with your branding, making them more likely to recognize it in other contexts.

Anything that gets your logo, name, and so on out there helps to familiarize people with your unique branding. This is excellent for brand recognition and, ultimately, brand positioning.

Raises conversion rates

We’ve spoken above about how branded caller ID can boost call engagement. In a sales context, this also leads to higher conversion rates.

People who answer branded calls will likely be prepared to speak to brand representatives. This means they will hear your agents out, ask pertinent questions, and generally be more receptive to conversion. As the call doesn’t land entirely "cold," prospects are less likely to hang up mid-conversation. The result is a higher call conversion rate.

Cuts the risk of spoofing and scamming

Spoofing (also known as “Vishing" or “Voice phishing”), in which scammers impersonate individuals or brands to defraud people of money or data, is growing. According to the Anti-Phishing Working Group (APWG), Vishing reports rose 30% in 2024.

It’s a lot harder for vishers to spoof branded calls. This is because branded caller IDs are harder to replicate (especially if details like logos are included). Also because many platforms offering branded caller ID also offer spoofing and scamming protection among their branded calling features. When you make calls from a branded ID, recipients can be sure that you are who you say you are and that your call is legitimate.

Is enterprise branded calling trustworthy?

Enterprise branded calling is much more trustworthy than the alternative. When the caller ID displays who is calling and clear, professional-looking brand identifiers, recipients are more likely to trust the call and answer their phones.

What’s more, many telecommunications providers offer enterprise authentication solutions. These safeguard against spoofing and make sure that every call from your brand ID is verified. So customers can safely answer branded calls knowing they are fully verified and legitimate and not out to scam or defraud them.

Enterprise branded calling can also yield potential complexity in building and deployment, as it’s more technically complex than legacy voice technology. Your business can mitigate this by choosing a trusted Voice API vendor like Vonage that offers consulting and support services.

Challenges and considerations of branded calling

As with anything, branded calling comes with some challenges. Here are some of the things you may encounter or that you should consider when seeking a branded calling solution:

• Consistency. It’s not always easy to make branded caller IDs consistent across all networks and displays. Think about how caller IDs are handled by different providers and phone operating systems, and optimize your branded ID to be as consistent as possible for all potential recipients.

• Security. When picking a branded caller ID solution, consider security. While branded caller ID makes your brand more trustworthy, adding extra security features, such as caller authentication and verification, is also a good idea.

• Compliance. Different states and countries have different regulations governing telecommunications. For example, in Washington State, callers must identify themselves and their business within 30 seconds of the call being picked up. Agents calling into Washington cannot assume that branded caller ID has done this job for them.

• Lack of industry standards. Branded calling is becoming increasingly popular, but it is not standardized yet. This can confuse consumers as they receive inconsistently branded calls from various businesses.

• Expense. The right branded calling solution should provide strong ROI, but the wrong solution could leave you paying far more than needed. Always thoroughly check plans and pricing before signing up for anything.

Why branded calling is the future of customer communication 

Customer trust in brands and brand communications is declining. A 2024 survey by PwC found that the “trust gap” between businesses and their customers is growing. Only 30% of consumers fully trust the companies they use.

Building and maintaining brand/customer trust is a major priority for modern businesses. Brands with a trustworthy reputation will gain a big advantage over their competitors and win lasting customer loyalty.

Branded calling is a good way to establish that your company is legitimate and trustworthy. It proves that you are exactly who you say you are and are dedicated to keeping communications secure and professional.

Building trust, preventing scams, keeping communications secure, and keeping your customers informed are all crucial for succeeding in modern business. Branded calling can help with all of these factors. All in all, branded calling is the future of business communications. Businesses that opt to brand their calls will gain a big advantage.

How do I know branded calling solutions are right for me? 

A branded calling solution is right for your business if you want to:

• Build trust with your customers

• Increase your call pickup rate

• Rely on outbound calling

• Have more control over your business information display

• Make it harder for scammers and vishers to imitate your brand

• Boost your outbound conversion rate

• Increase your outbound ROI

If any of this is what your business needs, it’s time to look into a good branded calling solution like the one from Vonage. 

Transform your outreach with branding calling

Branded calling is the future of business outreach. With branded calling, you can build your brand reputation, enhance trust, and quickly gain big outbound ROI gains.

Vonage offers enterprise branded calling as part of its outbound communications solutions. Features like Caller ID management and verified calling give businesses full control over the information displayed when they make a call. Businesses can customize their caller ID with logos, brand names, and other important context.

Vonage is your solution if you want to improve answer rates and slash call rejection. Explore Vonage Branded Calling today.