Live Agenda

November 2, 2022 09:00 am

Expo Hall & Networking Chats

November 2, 2022 10:00 am

IAUG & Avaya Leadership Fireside Chat

Alan Masarek
President and CEO, Avaya

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

November 2, 2022 11:00 am

Microsoft Teams Integration

Steve Forcum
Director and Chief Evangelist, Marketing, Avaya

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
November 2, 2022 11:00 am

Development of a tailored CCaaS for South Central Ambulance Service

Chris Hayden
South Central Ambulance Service NHS Foundation Trust

Markus Bornheim

Dirk Engelbart
Engelbart Software GmbH

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.

November 2, 2022 11:00 am

AVAYA IX WORKPLACE & Spaces Daily- An End User Experience

Anna Maria Difillippo
McMaster University

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.

November 2, 2022 11:00 am

5 Pillars of Leadership

Jayne Hogle
American Heart Association

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.

November 2, 2022 11:30 am

Automation in the Contact Center

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

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.

November 2, 2022 11:30 am

Avaya Cloud Office versus Traditional On-premise Avaya Communication Manager

Tim Eddinger
Seneca Foods

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.

November 2, 2022 11:30 am

Orchestrated Architecture and iPaaS

Beth Granberry
Principal Architect, Global Payments, Inc.

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.

November 2, 2022 11:30 am

Converted to SIP - What did we get ourselves into?

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.

November 2, 2022 12:00 pm

Cyber Sorcery with Johnny Wu

Johnny Wu
World-Famous Virtual Magician

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!?

November 2, 2022 01:00 pm

Avaya Classic Solutions and Customer Experience Roadmap

Kirk Jones
Director Product Management UC Applications, Avaya

Steve Forcum
Director and Chief Evangelist, Marketing, Avaya

Jason Bridge
Sr. Director, Advanced Solutions, Avaya

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.

November 2, 2022 02:00 pm

Avaya Cloud Office (ACO) by RingCentral Update

Oliver Bengtsson
Sr. Marketing Manager, Avaya

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.

November 2, 2022 02:00 pm

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

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

Manny Ferrer
Texas Tech University Enterprise System Analyst

Steven Pilger
Texas Tech University 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.

November 2, 2022 02:00 pm

Get WIT It

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.

November 2, 2022 02:30 pm

Expo Hall & Networking Chats