Number Masking Software Market is forecast to reach $1.3 billion by 2025, growing at a CAGR 14.6% from 2020 to 2025. Number masking or call masking is the best way for businesses to protect the identity of their customers and avoid misuse of confidential information by anonymizing the phone number of their customers. This solution allows organizations to connect two parties without disclosing the phone number of either party. It is critical for a marketplace to track and handle all of the leads. It’s also important that conversations don’t go off the site. Communication number masking can be a great help in doing both. The phone number masking feature allows the delivery agent to reach the customer over a call if they need to access their phone number without having to. The use of number masking ensures that the drivers wouldn’t share customer details. This helps to protect the privacy of the client and to avoid misuse of sensitive data. Leading Businesses like OLA, Swiggy, ekart use this software to ensure that sensitive customer information is not shared with drivers. This adds to the safety of the passenger when traveling. This is expected to boost the market growth.
Number Masking Software Market Segment Analysis – By Organization Size
The Large Enterprise segment is expected to grow at a higher CAGR 11.5% during the forecast period. Number masking or call masking is the safest way for companies to protect the identity of their customers and avoid misuse of sensitive information by anonymizing the phone number of their customers. That allows companies to connect two parties without revealing the phone number of either party. Phone number masking feature is used by the likes of Ola and Uber to safeguard their customer privacy. Ola is one of India’s largest cab aggregators. They power over 7,50,000 cab rides a day in over 100 cities. With multiple cab categories, Ola has managed to revolutionize the way people travel. They were the first to make available a full-blown Android and iOS mobile app that enables customers to check, book, connect and even pay for their rides without having to make a single phone call. Protecting customer privacy has become crucial in virtually every company. This is a precautionary measure that most businesses want to take. Ola wanted to protect its customers ‘ privacy too. For them the best way to do so was to hide their customer numbers. Ola’s drivers could now call their customers using a provided virtual number without being able to see their number.
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Number Masking Software Market Segment Analysis – By End-User
The Logistics and transportation segment is expected to grow at a higher CAGR 16.9% during the forecast period. Number masking allows delivery agents to connect with clients without sharing contact information. This allows companies to protect the privacy of their clients and act in accordance with PDPA and other existing policies. This helps drivers and passengers/customers to communicate, without sharing their phone numbers, by number masking. Drivers and customers will exchange timely information about upcoming deliveries and other services without disclosing the actual contact details. The phone number masking feature helps the delivery agent to reach the customer over a call in case they need to access their phone number without it. This will help to boost the market growth of number masking.
Number Masking Software Market Segment Analysis – By Geography
APAC currently dominates the global Number Masking Software market with a share of more than 35.5%. Asia-Pacific is expected to witness a higher rate of growth compared to other regions due to developing countries like India and China, which are the world’s two largest economies. These two countries are currently increasing at a faster pace and many development activities are being carried out here for the establishment of new manufacturing industries. Increasing insecurity around sharing phone numbers is the primary challenge facing businesses as customers expect honest buy-and – sell services to keep their private phone numbers secure. If not handled accurately, it can lead to unexpected spam calls, scams and more. A banking report in India suggests that hackers can access your bank account and social profiles using phone numbers. The call masking method works well with businesses that are required to share sensitive customer data with their partners or third-party agencies. This approach not only protects business information but also allows a seamless flow of transparent communication between buyers, merchants, delivery service staff, suppliers and drivers. This is expected to boost the market growth in this region.
Number Masking Software Market Drivers
Privacy for All Business Communications
Number Masking is designed to address the need for modern consumers to have privacy and anonymity, giving them great customer experience and the latest safety standards. This is ideal for businesses sharing consumer information with third parties, allowing direct communication without the need for an external operator or the need to share sensitive contact details. Number masking is used to communicate with customers, without exposing their phone numbers, between buyers, sellers, delivery service staff, drivers and many more. Instead of directly connecting two people, a bridge is used to connect them and safeguard their privacy. Personal numbers of both parties are masked, giving them anonymity and creating a secure environment without a disturbance in communication.
Rise in Digitalization
The way to build up an impressive brand identity and high commitment loyalty. Communication has triggered numerous changes in human interaction with new technologies. In recent years, innovations have projected mass interactions online, like hailing a cab service, cashless transactions, buying, selling, renting etc. Businesses are probed to ask for customer information, especially mobile numbers have become basic identity for all communication solutions as it gives ability to contact whenever required. Hence customers sharing information with businesses expect assurance that their information be kept secure. It is rightfully legalized as there are many threats associated to revealing phone numbers like unwarranted spam calls etc. Number Masking resolves security-related issues appropriately. Modern businesses can offer improved customer experience with the new safety regulations.
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Number Masking Software Market Challenges
Lack of Trust by Customers
Cloud companies say Number Masking is a big advantage. Not all of this is real. Although for some companies like Ola and Uber this may be true but not for others. Customers often find it really annoying because they don’t trust calls from such numbers. Many customers ignore calls or they have security concerns with such numbers. This is expected to hamper market growth.
Technology launches, acquisitions, and R&D activities are key strategies adopted by players in Number Masking Software Market. Number Masking Software Market is expected to be dominated by major companies such as Exotel, Routee, Kaleyra, Yakovoice, TeleSign etc.
In May 2020, TeleSign announced it has launched Number Masking as part of its Anonymous Communications platform. Anonymous communications allow two parties to reach each other and communicate for a short period of time without exposing their actual identities or phone numbers. Number Masking allows platforms to deliver private conversations on a trusted, global network.
In September 2015, Uber introduced number masking in India.
The use of number masking ensures that the drivers wouldn’t share customer details. This helps to protect the privacy of the client and to avoid misuse of sensitive data.
The phone number masking feature is used by Ola and Uber likes to safeguard the privacy of their clients.
Number masking allows delivery agents to connect to consumers without sharing contact information. This allows companies to protect their clients’ privacy and to act in accordance with the PDPA and other existing policies.
Asia-Pacific is projected to see a higher growth rate than other regions due to developing countries such as India and China, which are the two largest economies in the world. These two countries are growing at a faster pace at the moment and many development activities are being carried out here to establish new manufacturing industries.
Customers that share information with organizations need to be assured that their information is kept secure. This is legalized correctly, as there are many threats associated with disclosing phone numbers such as unwarranted spam calls etc. Number Masking effectively addresses security related issues. Underneath the latest safety regulations, modern businesses will now offer superb customer experience.
Related Reports :
A. Customer Experience Management Market
B. Customer Information System Market
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