2018 General Sessions
CEO Welcome: The Customer Journey
Blake Morgan Keynote
Blake is a renowned Customer Experience Futurist, Keynote Speaker and Author with deep expertise in improving customer experience and differentiating yourself in the competitive marketplace. Her message is very clear – More is More! She excels at presenting practical examples you can immediately implement at your company to improve customer relationships and company growth – and it all starts with a Toll-Free Number. We can’t wait for Blake’s customer experience keynote as well as her insider tips and tricks for optimizing customer conversations. It is certain to be a once in a lifetime learning experience about all things customer obsessed!
Signs of the Future with Google’s Contact Center AI
As artificial intelligence (AI) revolutionizes how we interact with customers, contact centers maintain a precarious position in this technological transformation. However, rather than eliminate the human touch, as some fear, AI in the contact center actually has the potential to create more personalized, human connections with customers. Listen to Shantanu Misra, Product Manager at Google, as he discusses Google’s Contact Center AI and how it’s already transforming the call center experience.
The Next Generation Contact Center
Consumers have come to expect more from their interactions with brands; they want speed, convenience and the human touch. As a result, businesses have recognized the need to leverage the capabilities of the contact center to gain rich, voice-of-the-customer intelligence and build brand loyalty. The contact center is no longer just a voice on the other end of the phone; it’s evolved into reservoir of untapped consumer knowledge and the personification of the brand experience for most consumers. Listen to this panel for strategies to better leverage every aspect of your contact center, from implementing artificial intelligence to improving operational efficiencies, and using analytics to improve contact center and agent performance.
Signature Conversation with FCC
Join us for a one-on-one conversation between Jay Schwarz, Advisor to Chairman Pai of the FCC, and Ann Berkowitz, Somos’ Chief Administrative Officer, where the two will discuss a wide range of topics from Chairman Pai’s agenda. Moderator: Ann Berkowitz
The Future is Now: Routing Data and Building for Toll-Free IP
We’ve all heard about how Internet Protocol (IP) telephony is revolutionizing the telecommunications industry but do you know how IP fits into the Toll-Free landscape? In this panel, we’ll discuss the proliferation of IP networks in Toll-Free as well as the role Toll-Free will play in the IP future. From exploring the benefits of IP routing for Toll-Free to the expansion of IP into the public switched telephone network (PSTN), we’ll explore how IP affects the Toll-Free routing data. This panel will end with a Q&A session
The Future of Messaging and What it Means for Toll-Free
The ability to text enable Toll-Free Numbers has revolutionized how we interact with customers and allowed for a true omni-channel approach to communication strategy. Companies who text-enable their Toll-Free Numbers have frequently cited higher customer response rates, increased sales conversions, and improved customer satisfaction. In this panel, we’ll explore the latest trends in Toll-Free text messaging, such as Rich Communication Services (RCS) and Messaging as a platform (MaaP), as well as discuss future technologies that can help maximize customer experience.
Capturing the Secondary Market Opportunity
The opening of a secondary market for Toll-Free Numbers will be our reality soon – are you ready for it? In this session, we’ll dive into the ins and outs of the secondary market – what it is, who is affected, what are the opportunities it will present. Additionally, we’ll discuss what you need to know to prepare yourself for the introduction of a secondary market to the Toll-Free ecosystem. This panel ends with a Q&A session.
Somos Product Updates
Join Ryan Karnas, Somos’ Director of Product Management, as he guides you through all the new and exciting things Somos been working on this past year including enhancements and new features we have to offer for the SMS/800 Toll-Free Number Registry, the Texting & Smart Services (TSS) Registry and RouteLink.
2018 Toll-Free Industry Awards
2018 Toll-Free Industry Awards
The Toll-Free Industry Awards recognize individuals and companies that are at the forefront of innovation and thought leadership in the Toll-Free Industry. Somos is commending industry champions in the following categories: The Advocacy Award, Fraud Fighter Award, and Campaign of the Year Award.