The State of Outbound Communications in 2025

Communicating with customers is increasingly challenging due to changing contact information, distrust of phone calls, and emails being blocked as spam. Ensuring accurate contact data, authenticating calls, and delivering consistent brand experiences can reduce costs, enhance customer satisfaction, and protect reputations. This streamlines operations, improves agent productivity, and drives revenue, while consumers enjoy personalized, efficient, and trusted interactions without unwanted calls and lost emails.

Watch the on-demand webinar where TransUnion® and a guest speaker from Forrester review the results of a cross-industry enterprise study on the current state of outbound communications. Commissioned by TransUnion and conducted by Forrester Consulting, this biennial report highlights the following key findings discussed in the webinar:

• Voice remains the lynchpin of a successful multichannel outbound strategy.
• Right-party contact rates have not improved over the past two years.
• The threat of call spoofing lowers answer rates and damages customer relationships.
  Branded calling capabilities can enhance customer trust while improving right-party contact rates