June 21: Avaya
9:50 am - 10:10 am Expo Hall Opens/Networking Break/Meet the Customer
10:20 am - 10:50 am Don’t Get Lost in the Clouds – A Common Sense Approach to Success with CCaaS
How are some of the largest and most recognizable contact center businesses leveraging Avaya Cloud? Join us to get practical, real-world examples from companies that base their success on agent efficiency and delivering superior customer experiences.
10:50 am - 11:00 am 10 minute transition
11:00 am - 11:30 am Beat the System with Best Practices in Customer Journey MappingKaren Hardy - VP, Product Marketing Avaya
Customers don’t want contact center agents to ask questions they should already know from previous transactions over all channels. See how Avaya’s unique customer journey software empowers agents to have a 360 degree view resulting in super customer experience. Also, how do GDPR and MiFID II regulations impact best practices for use and retention of customer data?
11:30 am - 11:40 am 10 minute transition
11:40 am - 12:10 pm Accelerate the Speed of Your Digital Transformation for Increased MobilityTracy Fleming - Corporate Consulting Engineer Avaya
Digital transformation is changing customer expectations for obtaining service via smartphones. Learn how Avaya is changing the game with unique personalized services that leverage the power of mobile devices – available for any contact center operator.
Tracy FlemingCorporate Consulting Engineer
12:10 pm - 12:20 pm 10 minute transition
12:20 pm - 12:50 pm The Future in Now: AI in the Contact CenterJens Eckles - Sr. Director, Product Marketing Avaya
AI is all the rage, but how can you practically use it to improve customer satisfaction, agent efficiency and call resolution? Learn how Avaya’s unique technologies and integrations can empower you to measurably impact your contact center.
Jens EcklesSr. Director, Product Marketing
12:50 pm - 2:00 pm Late Night Lunch in the Expo Hall
2:10 pm - 2:55 pm Disruptive Technologies That Will Re-define the Contact CenterVal Matula - Vice President and CTO - Emerging Products and Technology Avaya
The contact center is no longer about taking calls and emails. Learn how new technologies, such as IoT and Blockchain, are leveraged to obtain a competitive advantage with the delivery of unique services for your customers.
Val MatulaVice President and CTO - Emerging Products and Technology
2:55 pm - 3:00 pm 5 minute transition
3:00 pm - 3:45 pm Understanding Your Customers – Even the Customer You Don’t Know
How can you deliver personalized service to prospective customers you do not know? Learn how Avaya’s unique analytics capabilities provide greater insight on customer expectations resulting in higher satisfaction scores that go straight to the bottom line.