Frequently Asked Questions
Whether you’re trying to get more of your calls answered, protect your outbound numbers from spam tagging, or make sure your contact data is accurate before you ever dial, PacificEast has solutions designed to help. Here are answers to the questions we hear most often.
Branded Calling & BrandDelivery
What is BrandDelivery and why does it matter? When your organization calls a customer or prospect, one of the biggest hurdles you face is getting them to actually pick up. Most people won’t answer a call from a number they don’t recognize. BrandDelivery solves that by displaying your organization’s name on the recipient’s mobile phone screen when you call. It’s branded caller ID for the mobile era, and it can meaningfully improve your answer rates.
Does BrandDelivery work on all phones? BrandDelivery brands calls to mobile devices across all major carriers, including Verizon, AT&T, T-Mobile, their sub-brands, and more. It does not apply to landlines — landline caller ID is handled through a separate service called CNAM. Most organizations use both in parallel to cover all their bases.
Do customers need to download an app for BrandDelivery to work? No. BrandDelivery works natively on mobile devices without requiring the call recipient to download anything. Your organization’s name displays on their screen the same way a saved contact would — no action required on their end.
What’s the difference between STIR/SHAKEN and BrandDelivery? They solve different problems. STIR/SHAKEN is a framework that helps carriers verify that a caller has the right to use the number they’re calling from — its primary job is preventing spoofing. But it doesn’t tell the person receiving the call who is actually calling. BrandDelivery does. To use a simple analogy: STIR/SHAKEN is a gate that keeps bad actors out of the yard. BrandDelivery is a window that lets the person on the other end see exactly who just arrived.
How long does BrandDelivery take to implement? Most organizations are up and running within 5 to 10 business days. Implementation doesn’t require changes to your existing calling platform — PacificEast is platform agnostic and works with whatever system you’re currently using or choose to use in the future.
What does the trial period look like? Are we locked in? We offer a 90-day paid Proof of Concept term. If you decide the service isn’t right for you, you wrap up and walk away at the end of that period. If you want to continue, you roll into an initial term. It’s designed to give you enough time to see real results before making a longer-term commitment.
Can we see our answer rate data through BrandDelivery? Yes. Average Answer Rate is one of the statistics included in the BrandDelivery platform, which you can monitor through our portal. As part of our 90-day Proof of Concept term, we work with you to measure the lift in your answer rates once BrandDelivery is active so you can assess the value directly.
How is BrandDelivery priced? Pricing has two components. The first is a registered number subscription charge, billed per number with a monthly minimum — this covers portal access, carrier maintenance, daily Phone Risk Score reporting, and number reputation monitoring and remediation. The second is a call display charge based on the volume of branded calls made to mobile devices on the carriers we support. You can choose monthly or annual minimum options for the call display portion, and each month you receive a consolidated invoice broken out by brand and carrier.
How does BrandDelivery handle situations where a call recipient already has our number saved in their contacts? If someone has manually saved your number in their phone, that contact name will take precedence over the BrandDelivery branded caller ID. This is a function of how mobile operating systems work and is outside our control — but it’s generally a good sign when a contact already has your number saved.
Spam Monitoring & Remediation
Will BrandDelivery prevent our numbers from being flagged as spam? Once your numbers are registered with the carriers through BrandDelivery, it becomes much less common for them to be marked as spam, scam, or blocked. The carriers know who the number belongs to, what it should display, and what purpose it serves. No system is completely foolproof — but when a number does get flagged, our team works directly with the carriers and their call analytics providers to remediate it. This typically happens within a business day, so you can continue calling without pulling the number out of rotation.
Do you proactively monitor our numbers, or do we have to report problems? We proactively monitor all outbound numbers loaded into BrandDelivery for risk of being blocked, marked as spam or scam, or labeled with any unwanted branding at all the major carriers. You don’t need to discover a problem on your own and report it to us — we’re already watching. Think of it as a reputation insurance policy for your outbound dialing numbers. Automated Phone Risk Score reporting is also included as part of the BrandDelivery solution, so you always have visibility into the health of your numbers.
Why are my business calls being marked as spam in the first place? Spam labels are typically applied by carrier-side call analytics providers — companies that analyze call patterns and assign risk scores to phone numbers. A number can get flagged for a variety of reasons: high outbound call volume, a spike in unanswered calls, calls made across many area codes, or complaints from recipients. In some cases, numbers get mislabeled even when the calling behavior is completely legitimate. BrandDelivery registration and active monitoring significantly reduces the risk of this happening and gives us a direct remediation path when it does.
Data Enrichment & Verification
We’re calling the right people — but are we calling the right numbers? Even a well-managed contact list can have gaps — outdated phone numbers, incorrect addresses, missing email addresses, or numbers that have been disconnected or reassigned. Our Data Enrichment service cross-references your existing data against extensive contact repositories to fill in missing fields and correct inaccurate ones. That might mean appending a current phone number to a record that only has a name and address, identifying what type of line a number is (mobile, landline, or VoIP), or flagging numbers that are on the Do Not Call registry or have been reassigned. Both batch processing (returned within 24 hours) and real-time API options are available.
What’s the difference between Data Enrichment and Data Verification? Think of enrichment as expanding and improving your data, and verification as confirming what you already have. Data Verification is particularly useful at the point of data collection — for example, when a customer fills out a form or signs up for a service. Rather than loading bad data into your CRM in the first place, you can verify in real time whether a phone number is active and dialable, whether a name and phone number actually match, and whether an email address is valid and deliverable. Both services are available via batch or real-time API.
How accurate is PacificEast’s data? PacificEast cross-references more data repositories than any other provider in our space, which means better match rates and higher confidence in the results. Our sources are continuously updated, so you’re working with current data rather than a static snapshot. Accuracy varies by record type and data age, and we’re happy to run a sample of your file during our evaluation process so you can see match rates firsthand before committing.
Is PacificEast HIPAA compliant? Yes. PacificEast’s data solutions are HIPAA compliant, making them suitable for healthcare organizations handling protected health information. PacificEast also works through BAA’s (Business Associate Agreements)
Does PacificEast help with TCPA compliance? Yes. Our services support your TCPA compliance by helping you identify reassigned numbers, Do Not Call registrations, and line type before you dial — reducing the risk of contacting numbers you shouldn’t be.
Working with PacificEast
What industries does PacificEast serve? We work with organizations across healthcare, financial services, nonprofits, retail, and call center operations. Our solutions are particularly well-suited to any organization that relies on outbound phone contact to reach customers, patients, donors, or prospects at scale.
Can PacificEast integrate with my CRM or calling platform? Yes. PacificEast is platform agnostic — our solutions work alongside whatever CRM, dialer, or contact center platform you’re currently using. Real-time API access is available for both Data Enrichment and Data Verification for organizations that want live data validation built into their workflows.
How do I get started? The best first step is a conversation with our team. We’ll learn about your outbound calling volume, your current data situation, and where you’re losing the most ground — whether that’s unanswered calls, bad data, or spam labeling. From there, we can recommend the right combination of services and walk you through what implementation looks like.
Branded Calling & BrandDelivery
What is BrandDelivery and why does it matter? When your organization calls a customer or prospect, one of the biggest hurdles you face is getting them to actually pick up. Most people won’t answer a call from a number they don’t recognize. BrandDelivery solves that by displaying your organization’s name on the recipient’s mobile phone screen when you call. It’s branded caller ID for the mobile era, and it can meaningfully improve your answer rates.
Does BrandDelivery work on all phones? BrandDelivery brands calls to mobile devices across all major carriers, including Verizon, AT&T, T-Mobile, their sub-brands, and more. It does not apply to landlines — landline caller ID is handled through a separate service called CNAM. Most organizations use both in parallel to cover all their bases.
Do customers need to download an app for BrandDelivery to work? No. BrandDelivery works natively on mobile devices without requiring the call recipient to download anything. Your organization’s name displays on their screen the same way a saved contact would — no action required on their end.
What’s the difference between STIR/SHAKEN and BrandDelivery? They solve different problems. STIR/SHAKEN is a framework that helps carriers verify that a caller has the right to use the number they’re calling from — its primary job is preventing spoofing. But it doesn’t tell the person receiving the call who is actually calling. BrandDelivery does. To use a simple analogy: STIR/SHAKEN is a gate that keeps bad actors out of the yard. BrandDelivery is a window that lets the person on the other end see exactly who just arrived.
How long does BrandDelivery take to implement? Most organizations are up and running within 5 to 10 business days. Implementation doesn’t require changes to your existing calling platform — PacificEast is platform agnostic and works with whatever system you’re currently using or choose to use in the future.
What does the trial period look like? Are we locked in? We offer a 90-day paid Proof of Concept term. If you decide the service isn’t right for you, you wrap up and walk away at the end of that period. If you want to continue, you roll into an initial term. It’s designed to give you enough time to see real results before making a longer-term commitment.
Can we see our answer rate data through BrandDelivery? Yes. Average Answer Rate is one of the statistics included in the BrandDelivery platform, which you can monitor through our portal. As part of our 90-day Proof of Concept term, we work with you to measure the lift in your answer rates once BrandDelivery is active so you can assess the value directly.
How is BrandDelivery priced? Pricing has two components. The first is a registered number subscription charge, billed per number with a monthly minimum — this covers portal access, carrier maintenance, daily Phone Risk Score reporting, and number reputation monitoring and remediation. The second is a call display charge based on the volume of branded calls made to mobile devices on the carriers we support. You can choose monthly or annual minimum options for the call display portion, and each month you receive a consolidated invoice broken out by brand and carrier.
How does BrandDelivery handle situations where a call recipient already has our number saved in their contacts? If someone has manually saved your number in their phone, that contact name will take precedence over the BrandDelivery branded caller ID. This is a function of how mobile operating systems work and is outside our control — but it’s generally a good sign when a contact already has your number saved.
Spam Monitoring & Remediation
Will BrandDelivery prevent our numbers from being flagged as spam? Once your numbers are registered with the carriers through BrandDelivery, it becomes much less common for them to be marked as spam, scam, or blocked. The carriers know who the number belongs to, what it should display, and what purpose it serves. No system is completely foolproof — but when a number does get flagged, our team works directly with the carriers and their call analytics providers to remediate it. This typically happens within a business day, so you can continue calling without pulling the number out of rotation.
Do you proactively monitor our numbers, or do we have to report problems? We proactively monitor all outbound numbers loaded into BrandDelivery for risk of being blocked, marked as spam or scam, or labeled with any unwanted branding at all the major carriers. You don’t need to discover a problem on your own and report it to us — we’re already watching. Think of it as a reputation insurance policy for your outbound dialing numbers. Automated Phone Risk Score reporting is also included as part of the BrandDelivery solution, so you always have visibility into the health of your numbers.
Why are my business calls being marked as spam in the first place? Spam labels are typically applied by carrier-side call analytics providers — companies that analyze call patterns and assign risk scores to phone numbers. A number can get flagged for a variety of reasons: high outbound call volume, a spike in unanswered calls, calls made across many area codes, or complaints from recipients. In some cases, numbers get mislabeled even when the calling behavior is completely legitimate. BrandDelivery registration and active monitoring significantly reduces the risk of this happening and gives us a direct remediation path when it does.
Data Enrichment & Verification
We’re calling the right people — but are we calling the right numbers? Even a well-managed contact list can have gaps — outdated phone numbers, incorrect addresses, missing email addresses, or numbers that have been disconnected or reassigned. Our Data Enrichment service cross-references your existing data against extensive contact repositories to fill in missing fields and correct inaccurate ones. That might mean appending a current phone number to a record that only has a name and address, identifying what type of line a number is (mobile, landline, or VoIP), or flagging numbers that are on the Do Not Call registry or have been reassigned. Both batch processing (returned within 24 hours) and real-time API options are available.
What’s the difference between Data Enrichment and Data Verification? Think of enrichment as expanding and improving your data, and verification as confirming what you already have. Data Verification is particularly useful at the point of data collection — for example, when a customer fills out a form or signs up for a service. Rather than loading bad data into your CRM in the first place, you can verify in real time whether a phone number is active and dialable, whether a name and phone number actually match, and whether an email address is valid and deliverable. Both services are available via batch or real-time API.
How accurate is PacificEast’s data? PacificEast cross-references more data repositories than any other provider in our space, which means better match rates and higher confidence in the results. Our sources are continuously updated, so you’re working with current data rather than a static snapshot. Accuracy varies by record type and data age, and we’re happy to run a sample of your file during our evaluation process so you can see match rates firsthand before committing.
Is PacificEast HIPAA compliant? Yes. PacificEast’s data solutions are HIPAA compliant, making them suitable for healthcare organizations handling protected health information. PacificEast also works through BAA’s (Business Associate Agreements)
Does PacificEast help with TCPA compliance? Yes. Our services support your TCPA compliance by helping you identify reassigned numbers, Do Not Call registrations, and line type before you dial — reducing the risk of contacting numbers you shouldn’t be.
Working with PacificEast
What industries does PacificEast serve? We work with organizations across healthcare, financial services, nonprofits, retail, and call center operations. Our solutions are particularly well-suited to any organization that relies on outbound phone contact to reach customers, patients, donors, or prospects at scale.
Can PacificEast integrate with my CRM or calling platform? Yes. PacificEast is platform agnostic — our solutions work alongside whatever CRM, dialer, or contact center platform you’re currently using. Real-time API access is available for both Data Enrichment and Data Verification for organizations that want live data validation built into their workflows.
How do I get started? The best first step is a conversation with our team. We’ll learn about your outbound calling volume, your current data situation, and where you’re losing the most ground — whether that’s unanswered calls, bad data, or spam labeling. From there, we can recommend the right combination of services and walk you through what implementation looks like.
Have a question that isn’t answered here? Reach out to our team!
PacificEast helps businesses connect with customers in smarter, more trusted ways. Talk to a PacificEast specialist about what our solutions can do for your organization.