GCH Technologies: Building Trust Into Business-to-Consumer Communications, Podcast, GCH Technologies is focused on enabling trusted business-to-consumer communications across messaging, voice and emerging communications technologies. The company works alongside wireless operators, carriers, aggregators, verification providers and industry organizations rather than competing with those participants
By Doug Green
“Trust doesn’t happen by accident.”
That observation captures the central theme of my conversation with Cliff Holsenbeck, Chief Operating Officer and Co-Founder of GCH Technologies: how the telecom industry can make it easier for legitimate businesses to communicate with consumers while making trusted communications channels increasingly difficult for fraudsters to exploit. GCH Technologies is focused on enabling trusted business-to-consumer communications across messaging, voice and emerging communications technologies. The company works alongside wireless operators, carriers, aggregators, verification providers and industry organizations rather than competing with those participants. GCH is also the operator of the U.S. Short Code Registry, giving the company a unique position within the infrastructure that supports business messaging.
During the podcast, Holsenbeck discusses why trust has become such an important issue as consumers increasingly rely on messaging and other digital communications to interact with businesses. The technology itself has evolved rapidly, but many of the administrative processes behind trusted communications remain fragmented, manual and inconsistent. Legitimate businesses can face lengthy onboarding processes, while carriers and service providers must simultaneously prevent bad actors from gaining access to the same trusted channels. The challenge, Holsenbeck explains, is finding the right balance.
Businesses need efficient ways to establish their identities and begin communicating with customers. At the same time, the communications ecosystem needs confidence that those businesses are who they claim to be and are using those channels for legitimate purposes. That means trust begins well before a message or call reaches the consumer. Identity verification, consistent onboarding processes and greater transparency across the ecosystem are increasingly important components of trusted communications. GCH is addressing those issues through vendor-neutral platforms designed to modernize administrative and onboarding processes while maintaining rigorous verification standards.
Artificial intelligence also has a role. GCH is using AI to provide better information and stronger intelligence during onboarding and verification, helping ecosystem participants make more informed decisions while reducing manual work and improving consistency. But one of the larger messages from the conversation is that no single company can solve the trust problem. Wireless operators, carriers, messaging providers, verification partners, technology companies and industry organizations all have a role in protecting consumers while preserving access for legitimate communications.
Looking ahead, Holsenbeck sees business messaging becoming richer and more interactive, with AI, automation and new communications formats creating new opportunities for businesses and consumers. Those advances will also make identity and trust even more important. As communications become increasingly automated and sophisticated, knowing who is communicating — and why — becomes a foundational part of protecting consumers and maintaining confidence in the communications ecosystem. GCH expects the industry to continue moving toward more automated, API-driven processes while increasing collaboration between carriers, brands, verification providers and industry organizations. The goal is straightforward: make trusted communications easier for legitimate businesses and harder for fraudsters. And, as Holsenbeck puts it, that trust doesn’t happen by accident.
