All times listed are Eastern Standard Time
5:00 PM - 5:30 PM
New Attendee Orientation
6:00 PM - 9:30 PM
Avaya Welcome Party
World ShowPlace Pavilion, Epcot Park
8:45 AM - 10:30 AM
General Session
Welcome from Avaya and IAUG
Nidal Abou-Ltaif, Avaya - Lori Wodrich, IAUG - Anna Crowley, Avaya
CEO Keynote - Avaya Vision and Strategy
Alan Masarek, Avaya Chief Executive Officer
Customer Experience Innovation
Featuring: Wynn Resorts, Southwest Airlines, Liberty Mutual, Microsoft
Choices in Overcoming Adversity
Mark Pollock, Guest Speaker
10:45 AM - 11:45 AM
Breakout Sessions
How to Create a CX Strategy That Optimizes Return and Mitigates Disruption
Gordon Littley, Avaya
Dive into SIP - What Are You Waiting For?
Jeff Dhaenens, Volkswagen Group of America
The Basics of SIP Trunking
Eric Wainz, NWN Carousel
CX: Customer Centric Technology Strategy
Richard McFarlin, Avaya
Manipulating SIP Packets with Regular Expressions in Avaya Session Manager
Nick Kwiatkowski, Michigan State University
Improve Efficiency, Competency, Retention and CSAT with Workspaces Agent Desktop
Brian Baumgart, Avaya
Avaya Telephony Integration with Microsoft Teams - Direct Routing,
SBCs and More
Darrell Butler, Avaya - Roger Wallman, Avaya
Partnering More Inclusively: The Blindspot Detection System (BDS) for Humans
Scott Horton, Delta Concepts Consulting
Preparing the Enterprise for Emergency Communications NOW!
William Svien, Vita Safety - Brian Anderson, Avaya - Kevin Kito, 911 Secure - Jody GrandPre, 911 Inform - Christian Militeau, Bandwidth
Avaya Customer Experience Services – Using CX Blueprints to Guide Migration on Your Path, Your Choice
Emir Susic, Avaya - Benedict Bowen, Avaya
11:45 AM - 1:15 PM
Women in Tech Luncheon
Panel Discussion: Conflict in the Workplace
1:15 PM - 2:00 PM
Breakout Sessions
Our Journey to Avaya Cloud
Anne Marie Oliver, American Heart Association - Jayne Hogle, American Heart Association
Workplace & Spaces Made Simple
Anna Maria DiFilippo, McMaster University
Unlocking the Power of Strategic Thinking: Transforming Your Personal and Team Performance
Steve Brock, Avaya
Benefits of Avaya Cloud Media - The Differentiator Taken for Granted
Steve Smith, Avaya - Joe Kelly, Avaya - Craig Batzel, Avaya
Leveraging AI and Social Media Channels to Digitally Transform a Real Contact Center
McKay Clarke, doTERRA - Steve Durney, Avaya
New Advantages for an Avaya Aura Migration
Darrell Butler, Avaya - Bob Camel, Avaya
Innovations in Workforce Engagement Leading to Actionable Insights
Wayne Lockhart, Avaya
How to Remote Work with the Avaya Session Border Controller for Enterprise
Eric Wainz, NWN Carousel
Successfully Deploying Avaya Experience Platform for Hybrid Use Cases
Peter Kamm, Avaya
Putting the Customer's Experience Back into Customer Experience
David Lover, ConvergeOne
2:15 PM - 3:30 PM
General Session
Avaya Innovation in Products and Services
Todd Zerbe, Avaya Senior Vice President Engineering,
Tim Sherwood, Global Vice President, Product Management,
Ahmed Helmy, Global Vice President, Avaya Experience Platform,
Emir Susic, Global Vice President, Avaya Customer Experience Services
3:45 PM - 4:45 PM
Breakout Sessions
Avaya Roadmap for the Future of Unified Communications (UC)
Kirk Jones, Avaya - Vandana Brar, Avaya
Avaya Roadmap for the Future of CX
Ahmed Helmy, Avaya - Wayne Lockhart, Avaya
4:45 PM - 7:00 PM
Solutions Expo Opening Reception
9:00 AM - 10:00 AM
Breakout Sessions
8 Best Ways to Use Variables in Vectors
Mary Ponto, TeleTraining Services
Leveraging AI for CX Automation
Judi Halperin, Avaya - Denise Celaya, Avaya - Jamie Duncan, Google
The Next Chapter in Your Avaya CC Elite Transformation with Services from Avaya Cloud
Vineet Sood, Avaya - Brian Baumgart, Avaya
Leveraging Amazing Analytics and Workforce Engagement with Avaya Experience Platform
Srikanth Gudigandla, Avaya - Diego Klajner, Avaya
C1 Consolidation, Modernization, and Automation - A Real Life Model
David Lover, ConvergeOne
Security Certificates and Other Neat Tricks
Nick Kwiatkowski, Michigan State University
Embracing the Hybrid Cloud for UC & CC at Your Pace: On Premises, in the Cloud, and with Partners
Darrell Butler, Avaya - Jeffrey Blatt, Avaya
Premise to Cloud, Is it the Path to Innovation
Bob Camel, Avaya
Getting a Look Under the Hood of Avaya's Cloud Strategy
John Akerboom, Avaya
10:15 AM - 11:00 AM
Breakout Sessions
How Avaya Services enable your Journey to Cloud
Chris Peterson, Avaya
How to Take Total Control of Your Toll Frees
Scott Hendley, Volkswagen Group of America - Jeff Dhaenens, Volkswagen Group of America
The Workload Approach to Effective Cloud Migration & Adoption
Steve Millan, Avaya
Agent Experience Options for Call Center Elite's Today and Tomorrow
Brian Baumgart, Avaya
Next Generation Outbound in Avaya Experience Platform
Vijay Bholwani, Avaya
The New Government Workplace Takes Shape: Empowering Federal, State and Local Governments in Their Cloud Transformations
Craig Haskins, Avaya - Scott Pisapia, Avaya
Removing the Mystique of Cloud Transformation
Steve Smith, Avaya - Joe Kelly, Avaya
The Great Disconnect: Measures of Customer Experience and Customer Perceptions
Mike Tennery, Avaya
Hybrid Cloud - Adding Cloud Services to Your Enterprise PBX
Chris Clauss, ConvergeOne
Why Should I Migrate to Aura 10.1.x and How It Supports the Cloud Journey
Thomas Roemer, Avaya
11:15 AM - 12:00 PM
Breakout Sessions
IAUG Councils & the Feature Request Tracker - Maximizing Two Top Benefits of Your IAUG Membership
Chip Powell, Legislative Counsel of California - Slade Besson, Nicholls State University
How Facial Recognition and Character Reading Robots are Transforming Our Cloud Contact Centers
Robert Tarr, Journey ID - Steve Durney, Avaya
Migration Journeys - Tactics to Avaya Experience Platform from New or Existing Avaya Solutions
Oliver Bengtsson, Avaya
Password Management and SSO/SAML for Remote Worker, Avaya Sets, and Soft Clients
Chris Clauss, ConvergeOne - David Lover, ConvergeOne
Self-Service Journey to the Future
Katherine Sobus, ConvergeOne
Creating Next-Level CX with Cloud Conversational AI
Steven Krawczyk, Nuance - Michael Wasserburger, Avaya
Avaya Hybrid Cloud Services: Unleashing the Power of Cloud Technology for Dynamic Innovation
Shelly Shaffery, Avaya - Marcel Ibes, Avaya
Avaya Goes API First – Strategy, Customer Value, How to Consume Them and Roadmap Updates
Ronen Bar-Yoav, Avaya - Steve Smith, Avaya
Avaya Cloud Office and Its Staged Journey Continues
Tim Eddinger, Seneca Foods - Mike Hochendoner, Advent Communications - Karen Kelleher, Avaya
Unleashing Your CX Potential: Harnessing the Power of Microsoft-Avaya Synergy
Oliver Raymond, Microsoft - Susan Terry, Avaya
12:00 PM - 2:00 PM
Solutions Expo Open Hours
2:15 PM - 3:00 PM
Breakout Sessions
Revolutionizing Communications Applications: Unlocking the Power of the Avaya Media Processing Core
Stephen Whynot, Avaya
The Non-Zero Sum Game: Maximizing the Value of Your Business Partner
Joel Haist, ConvergeOne
World of Workflow
Dan Maser, Avaya
Women in Tech Keynote: The Future of Women & Tech
Dominique Broadway, Founder of Finances Demystified
Adding AI to Your Customer Experience: A Hands-on Workshop for Dynamic Innovation
Shelly Shaffery, Avaya - Marcel Ibes, Avaya - Horaci Macias, Avaya
Migration from an On-premise Solution to a Cloud Solution Successfully
David Montenegro, iUNGO
Optimizing Customer and Employee Experience on Avaya Experience Platform with API Exchange Hub
Bud Pfohl, Avaya
Taking your Project Management Skills to the Next Level
Jayne Hogle, American Heart Association
Delivering State of the Art User Experiences with your existing Avaya Investment
Bob Cooper, SwampFox
Delivering a More Connected, Mobile, and Safer Learning Environment
Julie Johnston, Avaya - Jon Newton, Avaya
CMS Supervisor Training for the System Administrator
Mary Ponto, TeleTraining Services
3:15 PM - 4:15 PM
General Session
Creativity and Innovation for a Better Tomorrow
José Andrés, Chef, restauranteur, humanitarian
4:30 PM - 6:30 PM
Solutions Expo Reception - Block Party
9:00 AM - 10:30 AM
General Session
Customer Spotlight: Give Kids the World Village
Ian Cole, Chief Innovation Officer
Closing Comments
Alan Masarek, Avaya Chief Executive Officer
10:45 AM - 12:00 PM
Avaya Partner Forum General Session
10:45 AM - 11:45 AM
Breakout Sessions
Avaya Enterprise Cloud Administration
Sagar Nirali, Starfish Associates - Michael Stahl, Starfish - David Ranaan, Starfish
Debugging SIP in Your Avaya Enviroment
Nick Kwiatkowski, Michigan State University
Tips on Migrating from Legacy IVR to Conversational AI
Maria Simonton, Interactive Northwest - Julie Johnson, Avaya
PCI and HIPAA Compliance - Why it Matters
Adrian Lee, Avaya - Ruby Agarwal, Avaya
Women in Tech Mini-Sessions: Empowering Women for Success
Zina Hassel, ZLH Enterprises - Anna-Marie Crowley, Avaya - Dominique Broadway, Finances Demystified
ChatGPT, Virtual Agents and More – What You Need to Know with AI and Your Avaya Solution
Steve Brock, Avaya - Kevin Howell, Microsoft
Self Service and Help Desk Agent MACDs for Avaya Telecom and UC
Aaron Seliga, Unimax - Jen Gibson, Unimax
Avaya Hybrid Cloud Gateway: A New Way of Connecting Premise Communication Systems into the Cloud with AXP Connect
Jerry Xie, Avaya - Steve McIntyre, Avaya
Tone Based Sentiment Analysis and the Role of Next Generation Headsets
Vern Fernandez, Jabra
Next Gen Experience Center Building Blocks 101
Dwight Reifsnyder, ConvergeOne
Use Attribute Routing to Revolutionize Your Contact Center
Brian Baumgart, Avaya
12:00 PM - 2:15 PM
Solutions Expo Open Hours & Passport to Prizes
12:45 PM - 3:00 PM
Avaya Partner Forum General Session
2:30 PM - 3:15 PM
Breakout Sessions
Callback Strategy and Best Practices: A Customer Perspective
Scott Richman, Disney - Kirk Jesser, Interactive Northwest
Avaya Aura Guide to Security: Confidentiality, Integrity, Access Control
Carmen Piunno, ConvergeOne
Workforce 3.0: Integrating and Managing Your Human, Digital and Virtual Agent Workforce
Sarah Reitsma, Waterfield Technologies - Kevin Maas, Waterfield Technologies
Avaya Enterprise Cloud Admin Portal Web Services API
David Ranaan, Starfish Associates - Michael Stahl, Starfish - Sagar Nirali, Starfish
Deploying Avaya Workplace for UC and Call Center Users, Mobile Users, and VDI Environments
Chris Clauss, ConvergeOne
Transforming Your Contact Center with Conversational and Generative AI-driven Automation
Hardy Myers, Cognigy - Lori Whitaker, Cognigy
Live from the Cloud - Streamline Your Workplace with Avaya Cloud Office Integrations
Roger Wallman, Avaya
Adding AI to Your Customer Experience: A Hands-on Workshop for Dynamic Innovation
Shelly Shaffery, Avaya - Marcel Ibes, Avaya - Horaci Macias, Avaya
3:30 PM - 4:15 PM
Breakout Sessions
Avaya Cloud Office Deployment - Lessons Learned and Tips to Help You Survive and Thrive
Rick Gibbons, Nelson Mullins
Security, Certificates, and the System Administrator
Chris Clauss, ConvergeOne
Telecommunication Recruiting for the Future
Mackenzi Eisman, GlobalPay
A Technical Approach to Improving Employee Experience
April Owusu, Avaya
Solving Business Challenges with Voicemail
Jayne Hogle, The American Heart Association
How Will I Know When It's Time to Migrate to the Cloud?
David Lover, ConvergeOne
What You Need to Know About Avaya Experience Platform Security, Resiliency, Data Privacy & Administration and Orchestration Overview
Chris Hill, Avaya - Brian Baumgart, Avaya
Avaya Cloud Office and Nicholls State University's Journey to the Cloud
Slade Besson, Nicholls State University
4:30 PM - 5:30 PM
Breakout Sessions
Avaya Roadmap for the Future of Unified Communications (UC)
Kirk Jones, Avaya - Vandana Brar, Avaya
Avaya Roadmap for the Future of CX
Ahmed Helmy, Avaya - Wayne Lockhart, Avaya
6:30 PM - 9:30 PM