Live Chat Software
June 24 - 28, 2019
The Mirage, Las Vegas

June 20: Vonage

9:50 am - 10:10 am Expo Hall Opens/Networking Break/Demo Drive

9:50 am - 10:50 am VIP Book Signing

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Colter Hammer

Strategic Director, Contact Center Practice
Vonage

11:00 am - 11:30 am Innovations in Contact Center Solutions, Powered by the Cloud

Sheila McGee-Smith - President & Principal Analyst, McGee-Smith Analytics
This presentation by leading industry analyst Sheila McGee-Smith will address the options available to organizations to meet the ever-evolving customer support and e-commerce needs of today’s consumers and businesses. As the migration of contact center solutions to the cloud accelerates, new techniques to enhance customer care – especially with preferred digital and mobile alternatives – present both new opportunities and new challenges.
 
This session will examine how artificial intelligence, the Internet of Things and other innovative technologies are influencing not just the delivery of customer care, but the expectations customers have for the quality of each interaction. It will also address how cloud contact centers today enable a new level of agility and flexibility to adapt, customize, and scale to meet the unique demands of each enterprise.
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Sheila McGee-Smith

President & Principal Analyst
McGee-Smith Analytics

11:30 am - 11:40 am 10 minute transition

11:40 am - 12:10 pm Building a Better Customer Experience, One Interaction at a Time

Omar Javaid - Chief Product Officer, Vonage
Better customer communications breed better business outcomes. Cloud-based, connected communication channels create more meaningful, contextual conversations, and moving customer communications to the cloud means that businesses can operate with more agility.
 
In this presentation, Omar Javaid, Chief Product Officer, Vonage will highlight how, with its innovative series of APIs, powered by the Nexmo API platform, Vonage is providing building blocks for businesses to create customized, intelligent contact center capabilities according to their unique preferences and needs. Now, businesses can more quickly offer services that previously seemed complex or out of reach, creating the future of customer communications, today. 
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Omar Javaid

Chief Product Officer
Vonage

12:10 pm - 12:20 pm 10 minute transition

12:20 pm - 12:50 pm Future-Proof Your Business with Cloud Communications

Jeff Savage - VP Enterprise, Vonage
The customer contact industry is in flux, shifting rapidly to meet both the demands of the modern customer, and the promise of new technologies and tools. The nature of cloud communications enables businesses to remain nimble and flexible, easily adapting and evolving to meet the changing communications needs of its clients and the market, as a whole. A cloud-based communications solution provides businesses with the agility to tackle challenges and opportunities as they come, as well as the ability to make more meaningful connections with customers or clients.
 
In this session, attendees will hear from Rob Nolan, CEO of Customer Direct, as he describes the experience of moving from a legacy, premise based system to a cloud communications system, and how this has allowed Customer Direct to provide next-level contact center solutions to their customers, ultimately improving the customer experience and delivering better business outcomes. Join us for a close look at both the advantages of cloud-connected communications for business and how the importance of future-proofing is becoming a key driver in the decision to move to the cloud.
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Jeff Savage

VP Enterprise
Vonage

12:50 pm - 2:00 pm Backyard BBQ Lunch in the Expo Hall

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Colter Hammer

Strategic Director, Contact Center Practice
Vonage

As AI and conversational platforms become part of consumers’ everyday lives, this tech will play an ever-growing role in defining how businesses connect with consumers. Leveraging speech and AI technology via APIs can empower companies to create modern and proactive customer experiences, ultimately building stronger customer loyalty and relationships.
 
In this panel moderated by top analyst Sheila McGee-Smith, Kevin Fredrick, Managing Partner of OneReach, Michal Raz, VP of Global Partnerships, Vonage and Kyle Riordan, Product Marketing Manager, Vonage, will discuss how innovative speech and AI technologies, powered by Nexmo, the Vonage API platform, enable businesses to take their customer engagement to the next level and deliver an unparalleled customer experience.
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Sheila McGee-Smith

President & Principal Analyst
McGee-Smith Analytics

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Kevin Fredrick

Managing Partner
OneReach

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Michal Raz

VP of Global Partnerships
Vonage

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Kyle Riordan

Product Marketing Manager
Vonage

2:55 pm - 4:00 pm 5 minute transition

3:00 pm - 3:45 pm Connecting with Context: Applying Intelligent Voice APIs to Reach Customers

Olivier Fontana - Director, Product Strategy and Marketing, Microsoft Translator
Michal Raz - VP of Global Partnerships, Vonage
No longer the stuff of science fiction, real-world applications of artificial intelligence are already driving better business outcomes for companies, and can do the same for your business, too. Developments like Vonage’s next-gen voice API, powered by Nexmo, partnered with leading translation technology from Microsoft, allow brands to truly personalize their customer experience.
 
This enables businesses to transform the reach and scope of their customer connections, allowing business to offer real-time, machine translation powered multi-lingual interaction at scale and to more flexibly adapt to changing support language needs over time. In this session, Michal Raz, VP of Global Partnerships, Vonage and Olivier Fontana, Director, Product Strategy and Marketing for Microsoft Translator, will discuss how AI developments paired with the Nexmo Voice API are revolutionizing the customer experience and tearing down barriers to communication.  
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Olivier Fontana

Director, Product Strategy and Marketing
Microsoft Translator

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Michal Raz

VP of Global Partnerships
Vonage

3:45 pm - 4:15 pm 5 O'Clock Somewhere Happy Hour