Optus Trusted Call

Yes. Trusted Call is delivered through your organisation's branded mobile application, which serves as the secure channel for in-app calling. The app is where your company name, logo, call context, and calling number are presented to the customer before they answer - information that a standard phone call simply cannot provide. If your organisation does not currently have a mobile app, our team can discuss what is needed during the discovery phase, and we can connect you with the right partners to help you get there. 

No - and this is precisely what makes Trusted Call unique. Unlike standard outbound calls, which rely solely on caller ID and can be easily spoofed, Trusted Call is authenticated at the network level through Optus's mobile core and SIP trunk verification. Because the call originates through the Optus API Connect platform and is delivered via the mobile network infrastructure - not over the public internet - fraudulent callers have no mechanism to replicate it. Your customers can be educated to trust only calls that arrive through your branded app, effectively eliminating impersonation risk on that channel entirely. 

Trusted Call is designed to complement, not replace, your current contact centre infrastructure. It connects via Evolve Voice SIP Trunks through the Optus API Connect platform, routing in-app calls through your existing contact centre queue and IVR logic. Agents receive the call with full context - including the customer's stated reason for calling - and the experience from the agent's side remains largely unchanged. There is no requirement to overhaul your existing systems, and a proof of concept or trial can be arranged prior to full deployment to validate fit with your environment. 

A standard deployment follows four structured phases - project preparation, setup and configuration, testing and deployment, and go-live and adoption - and is typically completed within seven to eight weeks. professional services team and, where required, a systems integration partner, to manage the end-to-end delivery. This includes kick-off, design validation, SIT and UAT testing, production deployment, and post-launch monitoring and optimisation. Ongoing support, training, and enablement are also provided to ensure your teams are confident and your customers experience a smooth transition.