You can still enjoy the Avaya ENGAGE 2021 experience — even if you couldn’t attend in person. This year, we hosted a FREE virtual experience that allows you to view our Keynote Speakers presentations from the main stage and to access select breakout sessions — nearly 30 sessions in all. All are available now, on demand.
- Enjoy all five sessions recorded live from the main stage.
- Hear about the direction Avaya is headed from our keynote speakers.
- Be inspired by guest speakers and the Avaya Experience Builders guest panel.
Select the breakout sessions that interest you from any of the four tracks: Leading Businesses Forward, Innovation for a New World, Delivering Effortless Total Experiences, and Managing Your Current Environment. Your virtual experience is up to you.
Leading Businesses Forward
Delivering success in the Experience Economy requires a shift to an always-on business. It’s a shift that positions you to become more adaptable, always ready to pivot, and take advantage of new opportunities. This track will help you understand how to drive your business forward from wherever you are today, and stay a step ahead in today’s Experience Economy.
Maximize Your Business Potential with Avaya OneCloud and Avaya Experience BuildersSteve Brock, Director Global Solutions Marketing - OneCloud, Avaya
In this session, learn how Avaya OneCloud enables you to stage experiences that will make your employees and customers feel special. Discover an AI-powered experience platform that delivers intelligent, hybrid cloud workflows to ensure customers and employees have what they want even before they know that they want it.
Avaya Experience Builders is a fusion ecosystem that activates the potential of Avaya OneCloud by bringing together every resource, skill set, and possibility with the power of best-in-class technology partnerships and more than 154,000 developers.
If you are an Avaya partner or customer, you are an Avaya Experience Builder! And this session will give you the information you need to start delivering better experiences for your employees and customers.
The Next Chapter in the Digital Transformation of Your Contact Center: A Total Experience StoryPaul Lang, Solutions Marketing Senior Director, Avaya
Mike Butts, Sr. Manager - Solutions Marketing, Avaya
It’s all about experiences connected, effortless, and seamless. It’s not just for customers and employees but for them at the same time and in the moment. Join this session to discover the keys to creating a cohesive organizational-wide experience by pulling everything together — people, resources, processes.
How to Take the Next Step from UC to WSC by Streamlining Your Transition to the CloudMike Kuch, Solutions Marketing Senior Director, Avaya
See how Workstream Collaboration (WSC) can transform the employee experience. Workstream Collaboration is more than just group IM’ing; it's an immersive expectance that allows for multi-modal communication to happen in real time. Find out what it means to have teams work together in ways they have never experienced before and how it drives better business outcomes. And learn why status quo is not an option for satisfying today's Everything Customer and delivering the Total Experience.
Innovation for a New World
Leading companies are learning they need to transform every interaction into a Total Experience. Learn how you can incorporate game-changing new capabilities from Avaya, including our partner ecosystem, while minimizing risks in adopting emerging technologies. These strategies are designed to accelerate any digital transformation journey, converting projects that previously took months or years into projects that take only hours, days, or weeks.
The Power of Composability – Go Beyond IntegrationSteve Millan, Director - CX Transformation, Avaya
Roger Wallman, Sr. Manager - Product Marketing, Avaya
Avaya OneCloud enables the composable enterprise, providing agility to support changing business needs, models, and ways of working; it's ideal for the hybrid working environment. And it's designed so businesses can build onto it using Communications Platform as a Service (CPaaS) as a force multiplier for even more value via composability.
Avaya Spaces brings to life the power of composability by being able to repurpose the AI enhanced video, chat, tasks, and post features, all of the applications in other apps. UCaaS and CCaaS apps become limitless. Composability with Avaya Spaces goes beyond integration, and this presentation will dig into what we mean by composability through detailed customer examples that show just how rapidly applications can be created using the Avaya OneCloud CPaaS core.
You Can Compose It: A Basic Programming Guide to Avaya CPaaS APIs and ServicesAndrew Prokop, Director - CX Innovation, Avaya
The CPaaS revolution is upon us. Enterprises are recognizing the flexibility, scalability, and power of cloud communications services that can be used to create standalone solutions or integrated into current business practices and legacy communication flow.
This session will provide an introduction to the API interfaces provided by Avaya CPaaS. While a basic understanding of programming is helpful, it is not required to begin to grasp how CPaaS functionality can be utilized by small, medium, and large enterprises.
Teams (Heart) Avaya: Optimizing Avaya UCaaS in a Microsoft IT EnvironmentSteve Forcum, Director & Chief Evangelist, 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
Why You Need Composable Experiences: What They Do and How They Deliver ValueTim Gogal, Sr. Director - CX Innovation, Avaya
Chloe English, Public Cloud Sales Specialist, Avaya
This session will provide a strategic view of the importance of building human centered, fit-for-purpose experiences. We'll discuss communication options, communication efficiencies, and link usability to current cloud-native technologies, inclusive of IoT and the IoT ecosystem components, to deliver a compelling use case driven end-to-end solution.
Gain an understanding of the relevance of cloud native solutions in comparison to on-premise architectures which exist today. Topics explained include cloud native process orchestration framework, lightweight applications, AI capabilities, and targeted endpoints (both consumer side and technology).
Composable Experiences in Real Life: Use Cases for Coming Up with Your Next Great IdeaLaura Faughtenberry, Sr. Manager - Solutions Marketing, Avaya
Davide Petramala, Director Avaya OneCloud CPaaS, Avaya
This session will dive into some of our favorite Avaya OneCloud CPaaS Use Cases to demonstrate how customers can utilize composability to build a variety of solutions to their business problems, allowing employees and customers to communicate across any medium on any device at their convenience.
Use cases discussed will include:
- Curbside pickup
- Online appointments
- Online bill pay
- Inbound and outbound emergency notification
Delivering Effortless Total Experiences
This track will give you insight into our solution strategy and roadmap, helping you continue to deliver Experiences That Matter to your teams, your customers, and your business. You can ensure each immersive and engaging experience is consistently intelligent, effortless, and personalized to meet constantly-changing expectations. And that each experience leads to closer connections and better outcomes.
Orchestrating the Patient/Member Experience: The Competitive Advantage of a Well-designed Customer Experience in HealthcareLouise Daley, Consulting Solutions Director - Globals & Verticals, Avaya
Jim Rogers, Sr. Director - Healthcare Practice, Avaya
There are numerous reasons a well-designed and integrated Healthcare Patient/Member CRM system is required to achieve a competitive advantage in today’s healthcare. Expectations for digital healthcare experiences are higher now, on par with their expectations for banking, retail, and entertainment services providers — hyper-personalized and orchestrated through an omnichannel experience.
In this session we'll review use cases that involve Member Services, extended Customer Care teams, and others within your organization to help your organization deliver Experiences that Matter and deliver more effective strategies that leverage the latest contact center, conversational intelligence, and omnichannel communications technologies.
Creating Fans of Your Brand: How Supporting a "Work From Anywhere" Workforce Delivers on the Total ExperienceKristine Konrad, Manager - Solutions Marketing, Avaya
To address the needs of customers you have to make their experience effortless. Because customers who have an effortless experience tend to become fans of the brand; they associate and engage with the brand, but more importantly, they promote the brand to others.
This session will look at how to deliver on the Total Experience, coordinating and interlinking each function's underlying activities with the activities of the others.
- Customer Experience: Everything related to a business that affects a customer's perception and feelings about it
- Employee Experience: Everything that affects employee perceptions and their journey, including collaboration and support for the new work from anywhere era
- Multi-Experience: The technical implementation across a wide range of devices, touchpoints and modalities of interaction that takes into account the digital customer and employee journeys
- User experience: How a user interacts with and experiences an organization's products, systems, and services
The New Government Workplace Takes Shape: Empowering Federal, State, and Local GovernmentsVincent Martinez, Executive Government Advisor, Avaya
Craig Haskins, Chief Customer Officer – Avaya Government Solutions, Avaya
Federal, state, and local agencies have pushed beyond the status quo continuing to deliver citizen services and ensure operations. As the rigid dichotomy of the physical and virtual workplaces fade, they are being replaced by a flexible and mobile work environment — enabling employees while still being required to meet constituents needs regardless of their preferences, capabilities, devices, and channels of communication.
Join us for this session as we share key tools and tactics that will enable Agencies to develop roadmaps to transform and discuss leveraging technology in the Public Sector, with regard to:
- Enhance Citizen Service
- Enable the Mobile Workforce
- Empower the Everything Customer
- Enhance Campus/Public Safety
- Deliver a Digital Workplace
- Manage Change
Delivering on the Total Experience: Focusing on the Intersection of Your Customers, Your Employees, and Your BrandScott Hanwell, Sr. Manager - Solutions Marketing, Avaya
Mike Butts, Sr. Manager - Solutions Marketing, Avaya
It’s impossible to reach your employee, customer, and organizational objectives without the right culture — specifically, one that infuses customer-centric collaboration throughout the entire organization. Attend this session to learn how Avaya Cloud Office by RingCentral and Avaya OneCloud CCaaS bring it all together to help organizations create an immersive employee and customer experience that drives employee productivity, business growth, and customer loyalty.
Six Elements of Success for Migrating to Avaya OneCloud CCaaSPaul Lang, Solutions Marketing Senior Director, Avaya
Mike Butts, Sr. Manager - Solutions Marketing, Avaya
Attend this session to learn the six elements of success of planning and deploying Avaya OneCloud CCaaS, with the tools and techniques needed to ensure success.
How Cloud-Enabled Contact Centers Can Help Your Financial Services Organization Develop a Competitive EdgeSteve Millan, Director - CX Transformation, Avaya
Alex Shockley, President, Journey
Bob Backes, Financial Services Sales Director, Avaya
Learn how the Avaya OneCloud provides a multicloud ecosystem to unleash the full potential of Financial Services industry innovation. Grow your business with the combined benefits of the Avaya portfolio together with a variety of partners including Microsoft Azure, Amazon Web Services, Google Cloud, and IBM.
See how our offer of complete flexibility in how you consume Avaya OneCloud, by supporting private, public, and hybrid options, powers intelligent automation to realize the benefits of deep machine learning and deliver the efficiency, speed, and agility that Financial Services organizations need to accelerate and reduce the cost of business workflows.
Managing Your Current Environment
These topics look at the practical use of Avaya’s products and solutions, presenting you with an expert point of view in many areas that can support your current and future initiatives. This is your opportunity to broaden your experience in sessions hosted by select customers and partners that are part of our worldwide user group, along with Avaya experts.
Enterprise E9-1-1 is a Hot Topic: Panel Discussion Facilitates 'Asking the Industry Experts'William Svien, Senior Principal Consultant - President, Vita Safety Partners
Melinda Sensabaugh, Enterprise Emergency Solutions Advisory, Vita Safety Partners
Kevin Kito, President & CEO, 911 Secure LLC
Mark Fletcher, VP Public Safety Solutions, 911 Inform
Robin Erkkila, Emergency Services Solution Engineer, Bandwidth, Inc.
With Federal legislation (Kari's Law and RAY BAUMs Act) in place and additional requirements set to go live January 6th, 2022, IAUG members must have full competency of the requirements and strategies to mitigate any gaps in their existing voice network.
Knowing the law is the first step, mitigating any voice communication gaps in compliancy is the second, lastly, Enterprise E9-1-1 is not a set-it-and-forget-it application and needs ongoing attention and care. A panel of industry experts will provide answers to the most pressing questions concerning legislation, technology and corporate policy regarding Enterprise E9-1-1.
Top 10 Attack Vectors that Breached the SBCs in 2021 and How to Prevent Them (includes NSA Guidelines on Perimeter Security)Dr. Valentine Matula, Chief Technology Officer, Assertion
This session will provide a deep understanding of the kind of attacks an SBC is subject to, and how an attack escalates into a breach. You will get an understanding of the attack signatures and how to spot one. You will also learn how to avoid or detect them to minimize the impact of these attacks and learn about NSA recommendations on perimeter security.
Questions we will answer include:
- What are the top 10 attacks on the SBC?
- Why does an attack escalate into a breach? How and when?
- How to detect the attack; how to avoid the attack?
- How to perform emergency measures to contain the damage If you are undergoing an active attack?
- Why SBC monitoring in real-time is important to keep your UC / CC network safe?
CMS Supervisor Tips, Tricks, and Job Aids for System Administrators from a CMS TrainerMary Ponto, Training Manager, TeleTraining Services Inc.
Are you trying to support CMS as a System Administrator, but you don't know a lot about it? You don't use it every day like your supervisors. In this session, you will learn how to:
- Help your supervisors understand the Reports
- How the Reports directly relate to the vector programming
- How to set up Scripts so all reports are displayed on Supervisor's screen with One Click
- How Supervisors can maintain their own Dictionary
- How Supervisors can maintain their own Agent Groups
- You will receive instructional job aids for your supervisors
- How to set up and measure Exceptions, like RONAs
- How to Export Data to Excel
Best Practices for SIP and UC SecurityAndrew Prokop, Director - CX Innovation, Avaya
This session will provide a number to techniques to ensure that your SIP network is safe from toll fraud, hacking, and other nefarious activities. It will cover securing SBCs, spotting anomalies in voice traffic, real-time monitoring of voice traffic, and social engineering for security.
An awareness of SIP is preferred, but each topic will be presented in an easy to digest manner. Whether you are a contact center business unit leader or an IT/Voice professional, you will walk away with practical, useful, and essential information.
ACO: Is it Right for Mid-to-Large Enterprise?Bob Kent, Director - Solution Architects, ConvergeOne
The rush to cloud is on. We are seeing more and more Enterprises tired of the effort and expense to maintain their own collaboration platforms looking to move to cloud. In the past, most cloud adopters have been small and medium businesses. This is changing however as larger Enterprises are looking to move to cloud as well.
The question we will address in this session is ACO a good fit for large enterprises? The answer is yes, more times than you think.
Debugging Avaya SIPAndrew Prokop, Director - CX Innovation, Avaya
If you're like most customers, you've started down the path of SIP in some way. Maybe it's just SIP trunks, maybe it's adjunct connectivity to integrate IVRs or voicemail, or maybe you've begun rolling out SIP phones and Equinox mobile clients. If so, it's important that you know how to troubleshoot in the world of SIP. It's very different from H.323, with more things to keep track of.
In this session, we'll provide an overview of SIP and Avaya's use of SIP in their architecture. We'll show you tools available in System Manager and Session Manager tools, including traceSM. If you're new to SIP, this will be a great session to learn some of the tools to help you give your users a better experience.
How to Create Advanced CM Vectors Using VariablesLarry Bankhead, Telecom Engineer 3, Providence Health & Services
In this session learn how to do more with CM vectors using Variables. VDN variables and Vector variables can make vectors more efficient. Vector steps can be reduced and a single vector can be used in many ways. This session will explain what variables are, how the types differ, and how to use them. Examples of actual working solutions are used to illustrate how variables can be used. The session will also include ways to troubleshoot vectors using variables to get them working correctly.
Attend this session to expand your vector functionality.
SAML: What to Know About Avaya's New SSO StandardDwight Reifsnyder, Office of the CTO - Director of R&D, ConvergeOne
Communication is not just desktop phones and Avaya is not just a phone company. In the past, most Avaya users probably didn't even realize that their IP phone had a password, much less knew what it was. As we move to the age of soft clients, web-based voicemail access, and integrated collaboration tools, we increase our risk in two big ways. The access points to our Avaya systems are suddenly open to the outside world through web portals, and the users are now responsible for tracking and updating multiple different passwords.
Avaya recognizes these challenges and is integrating SAML (Security Assertion Markup Language) features into their portfolio. This industry standard method of authentication allows users to access Avaya applications using enterprise credentials — a win/win that both simplifies our administrative responsibilities and enhances the users experience. This session will provide an easy-to-understand overview of SAML to jump start your planning for this new technology.
Avaya Devices and Use Cases with Avaya Cloud Office by RingCentralVandana Brar, Director Product Management – Devices, Avaya
Nina Yunusova, Desk Phones & DES Product Manager, Avaya
Don Turner, Devices Go to Market Leader, Avaya
Experience Avaya Cloud Office by RingCentral through Avaya Devices, and how they go to the next level on providing the user experience and features not available anywhere else. Attend this session to see which devices are the best fit for your use case.
Agent Softphones – Which One to Deploy?J. Zucchetto, Director of Unified Communication & Collaboration, Cerium Networks
This session will provide an overview of the Multiple Agent Softphones including a reference architecture and required Avaya Licensing for the following models.
- One-X Agent - Agent for Desktop AADS (SIP & H.323)
- Workplace with CC features on Windows (Mac if Available at the time of the conference)
- Workplace with CC features on iOS & Android.
- Workspaces for Elite We will include a Live Demo of the various integrations
Questions we will answer include:
- Pros and cons of each client
- If I am blending UC features into my call center like 'Team Button' & 'Video' which soft client, do I deploy?
- What is the work effort on configuring?
Working Remotely Post Pandemic – A Guide to Modern Telephony ClientsNick Kwiatkowski, Unified Communications Manager, Michigan State University
So, we survived (are surviving?) a global pandemic and we now have a workforce that is working away from your corporate campus at least a few days a week. We all learned a lot by quickly implementing solutions to enable our knowledge workers to be able to do their jobs while away from their desks in the office. Now is a great time to take a breath and look at some of the current solutions available to us as Avaya customers to service our knowledge workers, contact center users and everybody else we need to serve.
In this session, we will look into what clients are currently supported by Avaya, the pluses and deltas of using those clients, and special features in each. We will talk about the differences in deploying your workforce with an H.323 client over a VPN versus a SIP based client. Finally, we will dive into how Michigan State University deployed telephony solutions to their remote workers, including knowledge workers, contact center users and everybody else.
Using Intelligent Tools to Simplify Device Migration and Management at Glacier BancorpJeff Unger, UCC Engineer, Glacier Bancorp
Allen Nemer, President & CEO, iNEMSOFT
Glacier Bancorp’s IT organization previously had a labor-intensive and time-consuming process for upgrading phones in its 180 branches, each with 10-30 devices. The organization faced a significant challenge when planning to upgrade from H.323 to SIP devices, estimating the project would take up to 300 staff hours just for the manual login step, all scheduled outside of regular banking hours to minimize customer service disruption.
For the Glacier Bancorp Data Center, the solution was device management software optimized for Avaya Aura® devices. An Avaya DevConnect Technology Partner, iNEMSOFT provided the bank with a solution that reduced device migration planning and labor costs, freeing up both corporate IT and branch employees to focus on other responsibilities. In addition, the new solution delivered broader cost-effective scalability, enabling the organization to replace multiple file servers with a single Oncents® EM system providing dual HA server capabilities.
Best Practices For Performance Indicators To Empower Your EmployeesGilles Beaulac, Business Process Improvement
Key Performance Indicators: Do You Measure Up?
The goal of this presentation is to help managers boost productivity and improve customer experience through employee empowerment by using the right indicators to ensure they achieve these three goals:
- Boost performance
- Improve customer experience
- Reduce employee attrition
Join me to learn the power behind the right KPIs. There are several misunderstood and misused performance indicators in the contact center world that have resulted in frustrations for managers, customers and employees alike. Explore these pitfalls and learn how to avoid them. This presentation will show you why this happens and explain how to introduce new ideas with coaching tips to drive success and employee satisfaction in your organization.
Business Success – Elevating IT's Relevancy to the C-SuiteRyan Carricato, Director, Business Intelligence & Customer Analytics, Carousel Industries
Technology is advancing at a rapid pace, and it's more complicated for IT Managers and CIOs to stay up on top of the changes occurring. Research from Harvey Nash, KPMG, and Gartner says that "80% of IT executives say they spend too much time and effort keeping systems running, so they can't focus on strategic goals."
We know the different questions executives are interested in:
- How can I better use IT to deliver shareholder value?
- How can I use IT to deliver on our business strategy?
- Am I spending the right amount on IT?
- How can IT reduce the costs of operation?
- Are there better ways to use technology to become more productive?
- Where should I focus my attention on new capabilities?
- How do we get a return on our invested IT capital?
- How do I measure the value and results of IT?
- What IT assets do I need to own?
Attendees of this session will walk away with actionable knowledge for partnering with the business to discuss value in the language that stakeholders want, and drive business results for today's emerging technology solutions like Cloud, AI, Automation, and Security.
SASE "Secure by Design"Sonal Patel, Vice President of Offerings, Carousel Industries
Zane West, VP Cybersecurity Sales & Strategy, Carousel Industries
In this session we break down what Secure Access Services Edge (SASE), how that is relevant in a unified communications and contact center, now that most organizations have adopted a hybrid work model which has introduced some unnecessary gaps in the security architecture. Understanding the necessary controls that SASE provides and the optimal approach to achieving that is the primary objective of this session.