Building Back Trust: Steps to Get Consumers to Answer Their Phones Again
Monday, March 21, 1:30pm-2:30pm EDT
During this session we will discuss steps carriers and enterprises can take to deliver a personalized call experience, restore trust, and get consumers to answer the phone again.
While adoption of STIR/SHAKEN represents great progress for the industry to-date it’s been primarily been used for CSPs to authenticate calls. Some consumers get a notification when a call has been verified by the carrier, but what they really want to know is – should I answer this call?
Join us to learn why consumers don’t answer, and steps you can take to change that. We’ll discuss:
- What CSPs are doing to overcome to reassure consumers their calls are safe to answer. Are contact rates improving?
- How CSPs can implement policies to improve the consumer experience. What policies are being implemented?
- How Branded Call Display (BCD) can transform the call experience. What impacts are enterprises seeing?
- What are the additional challenges? What more needs to be done?
Moderated by Mary Barnes, Sr. Product Manager, Neustar.
Panelists include Mark Hilton, Distinguished Member of Technical Staff, Verizon; Mick Moss, Product Director – TrustID Call Solutions, Neustar; and Tim Cerato, Assistant Vice President, MarTech & Growth Marketing, Southern New Hampshire University; and BK Smith, Vice President of Product Management at First Orion.
Mary Barnes is a Senior Product Manager with Neustar. She has been involved in system architecture and product development for real-time communication systems for over 28 years, focusing for the past 23 years on IP communications and standards development. She has been an active contributor and document editor for the ATIS/SIP Forum IP-NNI task group.
Mary is also an active contributor to the IETF. She is the author of RFCs/specifications relating to the Session Initiation Protocol (SIP), Centralized Conferencing, NAT/Firewall traversal, Geographic Location Delivery, Telepresence, Automated Certificate Management (ACME) and Secure Telephone Identity Revisited (STIR).
Prior to Neustar, Mary worked as a consultant for a broad range of organizations including a startup, a cable service provider and the UK government. Prior to setting up her consultancy, her experience included a position as Principal Engineer in the Video Solutions Group at Polycom and various positions at Nortel. Her final role was as Senior Advisor for Nortel, leading the IETF standards strategy for the Carrier VoIP and Application Solutions business unit (now Genband). She was also a senior manager/advisor for Nortel’s 3G IP research, participating in industry standards forums and prototyping a mobile IP based system.
She is the inventor of several patents related to this work. She also designed and developed real-time software for Nortel’s DMS-based GSM and Enterprise products. Prior to her 22 years at Nortel, Mary developed real-time embedded software for GPS and video reconnaissance systems for Texas Instruments. Mary has a BS in Computer Science with a minor in Nuclear Engineering from the University of Virginia in Charlottesville, Virginia.
Mark Hilton is a Distinguished Member of Technical Staff with Verizon’s Headquarter Planning Robocalling group. He has been in the Internet Service Provider/Telecommunications industry since 2005, starting with a career in backbone data network engineering. His interest evolved to growing a knowledge set in VoIP technologies, specializing in support, design and implementation of carrier grade SIP networks.
Mark started with Verizon in August of 2019 to assist in its mission to restore trust in the voice network by deploying STIR/SHAKEN. Mark holds a BS in Information Technology from Rochester Institute of Technology.
Mick has over 20 years’ experience in the Communications industry. He is currently a Product Director in Neustar’s Communications Solutions organization with product management responsibility for Neustar’s Trusted Call Solutions. These solutions include accurate naming identity, brand reputation management and certified call solutions across both enterprise and carrier ecosystems.
Most recently, Mick production launched Branded Call Display to deliver a trusted call experience to increase enterprise customer engagement through caller naming and branding.
Prior to joining Neustar, Mick held technical and managerial positions with Sprint and Transaction Network Services launching several large-scale wireless network platforms and voice authentication services projects.
Bryan Smith is the Vice President of Product Management at First Orion. Brian brings a wealth of product marketing experience with a demonstrated history of working in telecom and health/fitness industry.
Bryan is skilled in Product Lifecycle Management, Mobile Applications, Web Services, Product Marketing, Product Development, and Customer Experience.
Tim Cerato, AVP of MarTech & Growth Marketing @SNHU Tim is a Marketing Technology Operations Manager at Southern New Hampshire University. He has over 10 years experience in B2B and B2C marketing. His focus is on scalable implementation of marketing technology to faciliate unified customer experiences and data-driven growth strategies.