Expo Hall & Networking Chats

IAUG & Avaya Leadership Fireside Chat

Alan Masarek
President and CEO, Avaya

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Alan Masarek

Lori Wodrich
IAUG Vice President and Senior Systems Engineer, Amerisure Insurance

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Lori Wodrich

Microsoft Teams Integration

Steve Forcum
Director and Chief Evangelist, Marketing, Avaya

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Steve Forcum

Many organizations have Microsoft solutions in their IT stacks including directories, calendaring, and productivity software. This session outlines the numerous ways Avaya integrates with Microsoft Teams to release incremental value. Explore the range of options available to optimize your combined Avaya and Microsoft deployments, including:

• From which direction to approach integration
• Avaya OneCloud UCaaS working together with Microsoft Teams
• Avaya SBCE integration with Microsoft Teams Direct Routing
• Leveraging Microsoft's calendaring and directory tools to the fullest within your Avaya deployments
• Seeing what the latest integrations from Avaya DevConnect Partners can do for you

Development of a tailored CCaaS for South Central Ambulance Service

Chris Hayden
South Central Ambulance Service NHS Foundation Trust

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Chris Hayden

Markus Bornheim
Avaya

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Markus Bornheim

Markus Bornheim, born July 20th 1965 in Monheim/Germany, is actively working in the ICT industry since 1985.
He started his professional career with Deutsche Telekom (today T-Systems Germany), studied Communications Engineering at the Technical University of Aachen, Germany, with a university degree “Graduate Engineer” in 1995.
Working as a consultant for Avaya since 2000, he contributed to helping largest global organizations to move from traditional telephone networks to IP-based, multichannel communication platforms. His consultancy approach builds on business requirements analysis, combined with architectural views, leveraging real time communication technologies applied in Contact Centres and Enterprise Unified Communications environments.
In his role as a Practice Lead for Public Safety and Emergency Services in Avaya International, Markus focuses on digital transformation and future developments in the Public Safety sector from a customer’s perspective. He supports Avaya and partner account teams across the entire Avaya International geography with his vertical insight and expertise.
His focus allows him to understand current challenges, translating them into requirements in the public safety vertical, to be picked up and converted into general as well as individual solution frameworks. Markus’ constant drive for innovation and thought leadership embraces the potential and capabilities of a strong ecosystem, consisting of Avaya as a vendor, independent software developers to extend Avaya’s solutions, as well as system integrators to create fit-for-purpose market-leading solutions.
Markus represents Avaya as an active member in the European Emergency Number Association (EENA), contributing as a Vice Chair of the EENA Technical and Operational Committee to ongoing work in Next Generation 112 and continuous development of future aspects in emergency services. He also is a member of the National Emergency Number Association (NENA) in North America.

Dirk Engelbart
Engelbart Software GmbH

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Dirk Engelbart

When SCAS migrated from its legacy contact centre platform to Avaya OneCloud CCaaS, it became clear that the AVAYA Agent Desktop application would need to be further developed and tailored to enable SCAS to meet its very specific operational demands and service level goals as an emergency services operation. This session describes the requirements and needs from SCAS, how this was achieved leveraging the Avaya Experience Builders™ ecosystem and what value has been created. The delivered solution is runnig 24/7 to deliver emergency ambulance service for over 7 million people living in the English counties of Berkshire, Buckinghamshire, Oxfordshire, and Hampshire.

AVAYA IX WORKPLACE & Spaces Daily- An End User Experience

Anna Maria Difillippo
McMaster University

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Anna Maria Difillippo

"I am a Senior Technical Support Analyst, Telecommunications for McMaster University.
I have worked at McMaster for over 27 years and I help support the voice infrastructure for the university.
I am part of the IAUG Toronto & Ottawa chapters and also part of the Membership Committe and Councils.
Voice is ever evolving, and I am enjoying being part of it! On my down time, you will catch me having a nice red wine and pizza, and maybe a scoop or 2 of Nutella."

Using the Avaya IX Workplace Daily. How to use many features, such as calling, video calling, calendar, messaging, tips and features that many users might not be aware of. Also, how to incorporate Avaya Spaces with daily work, meetings and how it works with workplace.

5 Pillars of Leadership

Jayne Hogle
American Heart Association

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Jayne Hogle

Jayne is a Telecommunications Professional with over twenty-five years’ experience working in enterprises that required innovative technology solutions that have covered several different technology disciplines. Extensive experience in understanding multi-faceted business objectives and delivering cost effective technological solutions while managing diverse teams for multi-national organizations.

This session focuses on how five key skills (pillars) in leadership can be developed and applied by individuals to make a difference in their organization. This session will cover a practical focus on leading diverse teams and how to create a culture of high engagement. It will cover perspectives on networking, coaching, organizational culture, strategic leadership, and crisis leadership.

Automation in the Contact Center

Carolyn Laffan Miller
Sr. Manager, Global Executive Briefing Program at Avaya

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Carolyn Laffan Miller

As we look to automate interactions and deliver the total experience, recent research indicates that businesses face significant challenges. When it comes to automating customer experiences – we have really reached the limits of what we can do without AI. AI can take our experiences to a whole new level – enabling “in the moment” experience creation and delivery. For the employee, AI delivers smarter collaboration. For customers, it allows them to self-compose their experiences. Humans can’t be everywhere, but AI powered experiences can. AI has become the “fourth dimension” of communications: voice, video, messaging, and AI. All four are required – all four working together to deliver the Total Experience.

Avaya Cloud Office versus Traditional On-premise Avaya Communication Manager

Tim Eddinger
Seneca Foods

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Tim Eddinger

"Tim Eddinger joined Seneca Foods Corporation in May of 2017 as their Enterprise Networks Manager. In this role, he is responsible for Seneca Foods overall strategy, design, and network planning. Additional responsibilities in this this role are access management, network implementation, field operations, and telecommunications operations.
Tim has nearly 25 years of experience in the telecommunications and information technology industries. Prior to joining Seneca Foods, Tim held several key roles with telecommunications providers and IT managed services companies. In 2009, Tim started his transition from telecom into information technology in which time he helped built out one of the first Managed Services delivered team support offerings in the Rochester, NY.
Tim believes that cloud transformation will help businesses become more agile and provider an easier implementation. “Through the ever changing telecommunications and IT landscape, we all have to try and find the right time to put our heads and business applications in the cloud."

This presentation highlights how Seneca Foods evaluated the costs associated with Avaya Cloud Office and their traditional on-premise CM systems, and how the numbers and the partnership to get to an advantageous new cost structure worked. With this information, Seneca Foods made the decision to begin an ACO proof of concept at their headquarters site. This presentation is essential for any on-prem CM customers who are thinking of migrating to ACO.

Orchestrated Architecture and iPaaS

Beth Granberry
Principal Architect, Global Payments, Inc.

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Beth Granberry

"I have over 20 years of leadership experience in telecommunications focusing on system software and technical project management experience with system design and integration. I have delivered projects that have significantly reduced costs and improved customer experience.

As a technical consultant at TSYS, I focus on technology architecture and services for Unified Communications and contact centers. Also, I develop the technology roadmap and long-term strategic vision and support global projects. Before that, I spent several years as director of telecommunications, responsible for telecommunications products and platform projects that, in one case, saved over $3M in costs over five years.

The key to my success is making the sophisticated technology understandable, listening carefully to the client’s needs, and collaborating with the right people and resources to address them. I have built and motivated high-performance teams in various functions to meet common goals. Developing long-term relationships with senior management and key stakeholders has also been crucial in mitigating issues and building consensus."

As a multi-service, global financial company, designing and sustaining a contact center ecosystem that provides modular flexibility to attach various cloud providers, SaaS providers, premise systems, and security/identity solutions are challenging. Growing the contact center is akin to a national highway system with roads (network connections, APIs, SDKs,) going everywhere. Orchestrated Architecture is a buzzword everyone has heard. This session will bring new understanding and use cases to highlight potential usefulness and flexibility as an orchestration layer for the contact center. iPaaS is part of an orchestration hub that provides Line of business functionality, 2) adaptability for testing and deployments in small, contained user or business groups, 3) independence to shed and replace supplier applications, 4) high adaptive self-service and automation needs and 5) omnichannel evolution at the line of business pace. Please join us and discover a new way of growing your contact center ecosystem.

Converted to SIP - What did we get ourselves into?

Jeff Dhaenens
Volkswagen

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Jeff Dhaenens

A brief story of our company's journey to SIP. Not all roads to SIP are the same. With my background of 12 years with a telecommunications carrier, what to look out for as not all carriers are the same. Talking points on how diversity and redundancy is tied your organizations pain and cost tolerance.

Cyber Sorcery with Johnny Wu

Johnny Wu
World-Famous Virtual Magician

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Johnny Wu

Our special guest is a magician AND mentalist! He is NOT just a magician BUT a CELEBRITY magician! He has performed virtual shows for companies like Google, Spotify, Netflix, Facebook and now IAUG and Avaya, and celebrities like Jamie Foxx, Jessica Alba, and Magic Johnson! Are you guys ready for Cyber Sorcery with Johnny Wu!?

Avaya Classic Solutions and Customer Experience Roadmap

Kirk Jones
Director Product Management UC Applications, Avaya

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Kirk Jones

Steve Forcum
Director and Chief Evangelist, Marketing, Avaya

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Steve Forcum

Jason Bridge
Sr. Director, Advanced Solutions, Avaya

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Jason Bridge

This session will provide a product roadmap for Avaya classic solutions and Customer Experience (CX) solutions covering calendar year 2023. The session will cover the full Avaya solutions portfolio.

Avaya Cloud Office (ACO) by RingCentral Update

Oliver Bengtsson
Sr. Marketing Manager, Avaya

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Oliver Bengtsson

This session will discuss how the combined strengths of Avaya and RingCentral set Avaya Cloud Office apart, as a uniquely differentiated solution, in today’s crowded UCaaS market. Whether you’re an existing Avaya customer looking for a cloud migration path, already on another vendor’s cloud solution, or simply cloud curious this session will inform you about the key values, benefits, and integrations available with Avaya Cloud Office. In addition, we will explore the exciting features and new capabilities that are just around the corner.

Improving H.323/SIP Device Management with Oncents Endpoint Manager

Richard Pickens
Texas Tech University Assistant Managing Dirrector, TTU Communications Services

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Richard Pickens

Assistant Managing Director, TTU Communications Services

Manny Ferrer
Texas Tech University Enterprise System Analyst

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Manny Ferrer

Enterprise System Analyst

Steven Pilger
Texas Tech University Enterprise System Analyst

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Steven Pilger

Enterprise System Analyst

An Avaya customer since 2010, the Texas Tech Communication Services group was looking for a solution to manage remote devices and ended up with much more. Join us as we discuss how we deployed our device management solution, the tips, tricks and troubleshooting techniques we learned along the way, and what we’ve been able to eliminate and streamline as we finish our H.323-to-SIP migration of 8000+ Avaya Aura devices in Texas Tech Health Sciences centers throughout the state.

Get WIT It

IAUG WIT Committee

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IAUG WIT Committee

Come join IAUG’s Women in Tech (WIT) Committee as they share their experiences around what WIT means to them and learn more about IAUG’s WIT Committee and how you can get more involved. The WIT Committee curates year-round programming that is inclusive of networking meetups, keynotes, and training sessions focused on WIT centered topics.

IAUG’s WIT mission is to create a community focused on the leadership development & empowerment of women in our IAUG circle. Our goal is to provide a supportive environment for sharing ideas and to use this platform to expand upon diversity and inclusion offerings in future IAUG programs.

Expo Hall & Networking Chats