Recorded Sessions

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!

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.

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.

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

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 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.

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.

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.