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

June 21: Vonage

9:50 am - 10:10 am Expo Hall Opens/Networking Break/Meet the Customer

10:10 am - 10:20 am Host's Opening Remarks

In our digital world, face to face interactions between businesses and their customer base can seem few and far between. But this does not mean that we have to lose the distinctly human connections that can be forged when a company takes a customer-first approach to doing business. In fact, the latest intelligent tech advancements in cloud communications and the contact center allow companies to ensure that customers have the best possible experience from the point of sale through the entire customer lifecycle, without sacrificing that human touch.
 
In this panel moderated by pavilion host Colter Hammer, Ken McMahon, SVP of Client Operations for Vonage, and Martin Castro, Product Manager, will highlight how businesses today must stay dedicated to ensuring customer have a delightful experience at every touch point, leveraging the tech and solutions available to enhance and strengthen the relationship built between brand and customer. 
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Ken McMahon

Senior Vice President of Client Operations
Vonage

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Martin Castro

Product Manager
Vonage

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Colter Hammer

Strategic Director, Contact Center Practice
Vonage

10:50 am - 11:00 am 10 minute transition

11:00 am - 11:30 am Customer Communications In a Post-GDPR World

Replacing existing regulation to better reflect the ways in which businesses, consumers and technology are intertwined in today’s world, the GDPR took effect on May 25 and had serious implications for businesses of all sizes that have customers located in the EU. Implications can include increased accountability and high fines for non-compliance placed on businesses that have access to consumer data. The GDPR requires providers and businesses to create, track, and update data protection policies, impact assessments, consent processes, and more.
 
In this session, Vonage CISO Johan Hybinette will discuss the realities for consumer-focused communications services in a post-GDPR world, the value in third-party auditing, and how to ensure continued compliance.

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

11:40 am - 12:10 pm Unlock the Value of an Advanced Contact Center Solution

Brian Gilman - VP of Product Management, Vonage
Flexibility. Reliability. Speed. Intelligence. Customer satisfaction.
 
With programmable APIs built into a cloud-based, unified platform communications solution, your contact center can have it all. In this presentation, Brian Gilman, VP Product Marketing, Vonage will deep dive into the recent enhancements to the company’s best-in-class advanced contact center solution, including tools designed to improve the accuracy of call transcriptions, and tap into artificial intelligence to help agents deliver the best possible customer experience. 
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Brian Gilman

VP of Product Management
Vonage

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

12:20 pm - 12:50 pm Migrating to the Cloud: A Step-by-Step Guide

Ujjval Karihaloo - VP Product Management, Vonage
By now, the benefits of moving your contact center to the cloud are clear: increased productivity with agents that can work from anywhere, the ability to move faster, operate with more flexibility, and more quickly offer services that previously seemed complex or out of reach. Connecting your cloud-based contact center to your communications system and contextual mobile services, like SMS and social chatbots, offers even more value as you deepen customer relationships and loyalty.
 
Yes, the benefits are clear but the question remains: how? In this session, attendees will be shown a clear path on how to migrate your contact center to the cloud, with attention paid to key decisions, potential challenges, and the value to your business. 
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Ujjval Karihaloo

VP Product Management
Vonage

12:50 pm - 2:00 pm Late Night Lunch in the Expo Hall

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Colter Hammer

Strategic Director, Contact Center Practice
Vonage

Chatbots and AI tech have seen a lot of buzz lately, with most of the attention being paid to bots that interact externally with customers. Forward-thinking companies are also looking for the technology to function as a part of an underlying solution focused on addressing internal business needs as well - like agent training, sentiment analysis, and call monitoring.
 
Leveraging chatbots and AI to provide human agents with the tools they need to increase their productivity and performance, and to ultimately enhance the customer experience, fulfills the promise of this technology. In this session, Jay Blazensky, Co-founder & CRO, VoiceBase, Michael Brehm, Founder & Managing Director, i2x, and Michal Raz, VP of Global Partnerships, Vonage, will discuss how they are harnessing this tech to provide businesses with next-generation solutions and better business outcomes.
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Jay Blazensky

Co-Founder & Chief Revenue Officer
VoiceBase

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Michael Brehm

Founder and Managing Director
i2x

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Michal Raz

VP of Global Partnerships
Vonage

2:55 pm - 3:00 pm 5 minute transition

3:00 pm - 3:45 pm The Next Generation of Chatbots: Improving CX Across Industries

Noam Fine - CEO, Over.AI
Michal Raz - VP of Global Partnerships, Vonage
As the technology has grown more sophisticated, the potential for voice-enabled bots has moved beyond internet search and other predictable uses. Now, Ai and chatbots have the potential to solve real-world business problems across industries, from consumer-focused applications, to businesses including healthcare, retail, food service, and more.  

In this session, Noam Fine, CEO, Over.AI and Michal Raz, VP of Global Partnerships, Vonage, will share a variety of use cases and examples of how AI and chatbots are being used today to create communications solutions that can increase customer engagement and enhance the customer experience across a variety of industry verticals. Solutions like these position companies for a future in which AI is the rule, rather than the exception.

Noam Fine

CEO
Over.AI

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Michal Raz

VP of Global Partnerships
Vonage

3:45 pm - 3:45 pm Final Networking Break