Topic: Alan & Lori - Fireside Chat
Avaya CEO Alan Masarek and IAUG President Lori Wodrich will chat all things Avaya & Industry in this fireside chat. Attendees will learn about Avaya’s progress in the past year, including Avaya’s financial position and bright future. Alan is excited to talk about Avaya’s focus on the customer experience and continuing to produce innovation without disruption.
Topic: Avaya Microsoft Teams
Alongside Microsoft Teams, you have significant investments in Avaya telephony – technology, established workflows and call flows, adjacent applications intertwined, training, reports, and more. You have integration options to use your existing Avaya telephony platform seamlessly within Microsoft Teams, and that's what this presentation is about. This session explores the integration options of Avaya Click-to-Call and SBC Direct Routing for Microsoft Teams, comparing the different approaches. We'll also cover what you need for each option across the Avaya portfolio and the latest integration enhancements.
In the evolving landscape of today's digital era, achieving unparalleled customer experience (CX) is more than a benchmark—it's a mission. However, as an Avaya customer, you realize that curating this pinnacle of CX isn't about generic solutions; it's about crafting strategies resonant with your organization's DNA and executing on these strategies with seamless integration into your Avaya systems. At the heart of this strategic endeavor lies the union of deep system knowledge, tailored expertise, and collaborative partnerships. In this session, we will survey the combined strength of ACES and Avaya Partners, a powerhouse duo uniquely positioned to understand the intricacies of Avaya systems and cater to your specific business needs.
Topic: Workplace/Call Center/VDI
"Avaya continues to enhance Workplace client as the single solution for both UC and Call Center users. Properly deployed, Workplace is a robust replacement for older soft clients and is a single software solution for all user on all platforms. This session will detail how to effectively roll out Workplace client to your users, leverage Avaya Aura Device Services (AADS) to centrally administer the clients and push configurations, and how to configure call center users to work with the client. The session will also detail how the client integrates with Active Directory and SAML authentication providers. The session will also detail how the clients can be installed in a VDI environment.
Attendees will leave this session understanding how to roll out the software quickly and effectively to desktop and mobile devices, allow users to configure the application themselves without needing to contact a helpdesk, and how to centrally manage deployment. "
Manager, UC Engineering Professional Delivery Services
• Hear and see the lessons learned from slowly implementing SIP into a multi-location environment.
• Learn from my assumption errors and the necessary design improvements you need for a stable environment.
• After this session you will understand there are differences in carriers, how to challenge them for design answers and improve costs.
• Lastly you will know why the move to SIP must be made.
Topic: CM to ACO, Top 10 Differences for Users and Admins
Are you considering migrating your CM environment to Avaya Cloud Office? Here's your opportunity to learn from someone who has made that transition and is going to share the top 10 differences between the two.
Rick Gibbons started with Nelson Mullins in 2000 when the company had 6 offices and individual System 75 systems. In his 23 years there, the network grew to a converged CM 6 environment with over 30 locations. Nelson Mullins converted that CM system to Avaya Cloud Office in 2022 and Rick had to navigate the differences between the two systems in order to keep those 2100 users happy.
This session will provide a roadmap update for Avaya solutions since the sessions presented at Avaya ENGAGE in June 2023.
Topic: Job Security - Prof Dev
A Technology Management Center of Excellence (CoE) represents the best of the best and the c-suite recognizes that a CoE delivers real and meaningful business value. Deliver value and you increase the value of everyone contributing to the CoE to the business (job security).
Does your team have what it takes to become a CoE?
Attend and you’ll learn what you need to know so you can answer with an emphatic YES!
Timothy C. Colwell will lean into his expertise helping companies build Technology Management Centers of Excellence. He will share:
* What a CoE is (and isn’t) and why it matters to companies and technology management professionals now more than ever
* Key elements of a CoE and how they work together to deliver meaningful results
* What a CoE roadmap looks like and how to start your CoE journey
* What wins you should work towards as your CoE journey begins
* How to measure CoE maturity
Executive Vice President, AOTMP University
Topic: Government - Federal/State/Local
Topic: AXP Connect
Explore Avaya Experience Platform and its recent updates and innovations, including AI. Learn how these capabilities, delivered from the cloud, can also enhance the effectiveness and productivity of your CC Elite agents. Avaya Experience Platform Connect is the prime example of Innovation Without Disruption and sets Avaya apart from the crowded field of competitors. Expect better outcomes for your agents, supervisors, administrators, and, most importantly, your customers. This event offers you the opportunity to learn about these exciting innovations and how they can transform your contact center. Join us and embrace Innovation without Disruption and learn what how Avaya Experience Platform can unlock the potential for a more efficient and customer-focused contact center experience.
The potential of AI to deliver new business outcomes has never been clearer, especially when we talk about virtual agents and agent assist solutions. With Avaya systems already standing as pillars of reliability and efficiency, integrating AI can elevate their capabilities further. In this presentation, we'll dive into the practical steps to introduce AI solutions such as virtual agents and agent assist tools into your existing on-prem or cloud-based Avaya systems.
Virtual agents can streamline customer interactions, handling queries efficiently and reducing wait times. Meanwhile, agent assist solutions can empower human representatives by providing them real-time information and suggestions, enhancing the overall quality of customer interactions. These integrations promise not only an improved customer experience but also operational efficiency and cost savings for your business. If you're looking to truly maximize the potential of your Avaya infrastructure, join us to explore the real-world benefits of AI-driven business communication solutions.
ChatGPT is amazing... but you can't just plug it into your IVR, chat widget or agent desktop and expect transformative impact. In this session you'll get a feel for what ChatGPT can and can't do, and see practical examples of the kinds of applications that can be built with GPT-3.5, GPT-4 and other Generative AI technology. Use cases will include:
- Mining interaction data for insights
- Answering customer (and agent) questions
- Routing calls and chats to the right agent
- Completing tasks like scheduling and status updates
We'll also consider security & compliance risks and the steps you can take to mitigate them. You'll walk away with a much deeper understanding of the possibilities, pitfalls and the practical steps you need to take to harness this exciting new wave of AI technology.
VP of Conversational AI Strategy, Waterfield Technologies
Topic: Migration to Cloud
Contact center migrations can feel like a never ending journey filled with U-turns and dead ends. But your enterprise is depending on you to figure it out, and keep calls flowing without downtime. Whether you’re just cloud curious, or already in the midst of a migration, Bandwidth is here to help you navigate around potential pitfalls and successfully reach your destination.
-Key steps to take to prepare for a cloud migration
-How you can do more and worry less with smarter call routing
-How to harness Artificial intelligence / machine learning in your contact center call flows
-Ways to fight against fraud and improve security without sacrificing CX
-How migrating today sets you up for success tomorrow.
Sr. Product Marketing Manager, Bandwidth
Voicemail systems have never been just three rings to voicemail. These systems contain additional features that can be set up to enhance your overall business environment and improve the customer facing experience. This session covers several Avaya voicemail platforms including Aura Messaging and Avaya Messaging (IX Messaging) and how you can automate business functions.
American Heart Association
Topic: Disaster Recovery
Reliability and security
Topic: WIT: Delayed not Denied
This session focuses on empowering women to seek challenging roles within Technology. We will discuss how to adapt during the ever-changing environment, balancing mental and physical health, while prioritizing family and work. Other topics will cover networking tips for introverts.