Avaya ENGAGE® 2021

Agenda at a Glance

Time

Activity

9:00 AM – 9:00 PM Sunday

Hackathon
More information to come

Time

Activity

9:00 AM – 12:00 PM

System Manager Administration
Scott Day, Avaya Learning

Utilizing and Setting up Remote Workers
Scott Rittenhouse, Avaya Learning

Vectoring in Elite
Katie Miezza, Avaya Learning

Analyzing Call Flows in Avaya Aura Using TraceSM/Trace SBC
Will Parker, Avaya Learning

10:00 AM – 12:00 PM

Data Networking I
David Lover

Data Networking II
David Lover

12:00 PM – 1:00 PM

Lunch for Pre-Conference Attendees

1:00 PM – 1:30 PM

Attendee Orientation

1:50 PM – 2:50 PM

Implementing Avaya Remote Workers Solution in a High Security Environment
Ryan Mercer

Enterprise E9-1-1 IS A HOT TOPIC Panel Discussion facilitates 'Asking the Industry Experts' Discussion
William Svien

Top 10 Attack Vectors that Breached SBCs in 2021 and How to prevent them. (includes NSA Guidelines on Perimeter Security)
Satyam Lad

Contact Centers in the Time of Covid: How 2020 Changed Everything
Tom Hansen

LoCo NoCo – Can New Technologies Actually Make My Contact Center Less Crazy?
Dwight Reifsnyder

Handling Major Upgrades and Unique User and Internal Challenges with Minimal Stress
Eric Schooley; Kevin Rice

Troubleshooting Application Enablement Service (AES). The Care and Feeding of AES.
Jim Rowland

3:10 PM – 4:10 PM

Enabling Mutual Authentication for SIP Endpoints; How SMGR can Provided Identity Certs to J100 endpoints
John Waber

Custom Reporting with Live Data Streams
Patrick Abernathy; Dustin Fails

CMS Supervisor Tips, Tricks and Job Aids for System Administrators from a CMS Trainer
Mary Ponto

Putting the Customer’s Experience Back into Customer Experience
David Lover

Avaya and Microsoft Integrations
Gunjan Kak

Cloud Software Architecture – What’s New and Why Should I Care?
Scott Schmidt; Dwight Reifsnyder

Google CCAI: Delivering Real Results with AI
Sarah Reitsman

4:30 PM – 5:30 PM

Avaya Messaging
Paul Leatherman

Avaya Device Enrolment Service & the Tole it Plays in Zero touch Deployment for the Avaya Cloud Offers
Vandana Brar; Nina Yuusova

Business Continuity- A Post-Crisis Conversation
Richard English

6:00 PM – 9:00 PM

Avaya Customer Appreciation Experience
Walt Disney World Dolphin Resort Beach & Cabana Pool

Time

Activity

7:00 AM – 8:30 AM

Breakfast

8:30 AM – 10:00 AM

General Session

10:20 AM – 11:20 AM

Avaya OneCloud: See How OneCloud Uses Multi-media Text (MMS) and AI to Transform Customer Engagement at a Major Contact Center Outsourcer!
Michael Baker; Stephen Durney

Women in Technology 1
Avaya & IAUG

Agent Softphones – Which one to deploy?
J Zucchetto; Kate Dougherty

Bring to Life the Power of Composability – Go Beyond Integration
Roger Williams

11:20 AM – 12:50 PM

Lunch
Atlantic Hall

1:00 PM – 2:00 PM

Driving Customer Experience with Intelligent Automation
Ellen Hoy

ACO Is it right for Mid-to-Large Enterprise?
Bob Kent; Dustin Donaldson

SAML - Everything You've Wanted to Know About Avaya’s New SSO Standard
Dwight Reifsnyder

Bring Digital Identity into the Contact Center
Brett Shockley

Working Remotely Post Pandemic – A Guide to Modern Telephone Clients
Nick Kwiatkowski

2:20 PM – 3:20 PM

Solution Spotlight

3:40 PM – 4:40 PM

Roadmaps:

Devices Roadmap, Avaya
Unified Communications Roadmap, Avaya
Contact Center Roadmap, Avaya

4:15 PM – 5:00 PM

Partner Welcome & Toast

5:00 PM – 7: 00 PM

Solutions Expo Opening Reception

Time

Activity

7:00 AM – 8:15 AM

Breakfast

8:30 AM – 10:00 AM

General Session

10:20 AM – 11:20 AM

Need to Voice Enable an Application? - CPAAS to the Rescue!
Chris Clauss

Women in Technology 2
Avaya & IAUG

Avaya Agent for Desktop Installation with Recommended Separate WebLM Instance
Michael Forbes; Charles Paquette

Avaya UCaaS Solutions in Action: Customer Case Studies
Scott Hanwell

11:30 – 12:30

Lunch
Atlantic Hall

11:30 – 1:30

Solutions Expo
Pacific Hall

1:50 PM – 2:50 PM

Why You Need Composable Experiences
Tim Gogal

Optimizing Your Remote Worker Solutions
Brad Black

Is Your Career Path Ready for the Cloud? How to Keep Yourself Relevant in a Cloudy World
Lori Woodrich

Beyond the Chatbot: 10 (other) Ways that AI Can Supercharge Your Contact Center
Thomas Smith; Ernie Wong

Creating a Total Experience Environment with Avaya Cloud Office and Avaya OneCloud CCaaS
Scott Hanwell

3:10 PM – 4:10 PM

Solutions Spotlight

4:30 PM – 7:00 PM

Solutions Expo Reception

Time

Activity

7:00 AM – 8:15 AM

Breakfast

8:30 pm - 10:00 am

General Session

10:20 AM – 11:20 AM

Influencing Customer Experiences Through Workforce Optimization
Dave Hoekstra

Women in Technology 3
TBD

Optimizing Avaya UCaaS in a Microsoft IT Environment
Roger Williams

Breathing Life into Your Current UCaaS and CCaaS Solutions
Davide Petramala; David Lallemand

Can Cloud Enabled CC's Help Your Org Develop a Competitive Edge
Steve Millan

11:30 AM – 12:30 PM

Lunch

11:30 AM – 2:50 PM

Solutions Expo

3:10 PM – 4:10 PM

How Composable Automation Forms the Core of a True Multi-Experience Contact Center (All Avaya Platforms)
Brian Baumgart

Comparing Your Contact Center Business Metrics to Industry Standards
Ann Pasque

Private Cloud
Paul Leatherman

Understanding Network Regions, Locations and Call Routing for SIP
Eric Wainz

“The Art of Personalization' or 'The Need for Personalization”
Tim Gogal

Friendly Reminders! Improve Your Customer Experience & Your Business Effectiveness
Glen Taylor; Andrea Castillo

4:30 PM – 5:30 PM

Roadmaps:

Devices Roadmap, Avaya
Unified Communications Roadmap, Avaya
Contact Center Roadmap, Avaya

6:30 PM – 10:00 PM

IAUG Closing Experience

Agenda at a Glance

How Avaya Uses Cookies