agenda-headline

How do you turn moments with customers into momentum for your business? What are the secrets to balancing the needs of your career with the demands of every day? Avaya ENGAGE shares the challenges and successes. The best practices and best tools. And drives toward new and better business outcomes.


Through keynotes and breakouts, we’ll introduce you to our unique approach to your cloud journey, expertise in delivering effortless customer experiences, the convergence of CX and EX, and how to care for your professional development. Check out our action-packed agenda — and see where it can take you.

Breakout session dates and times are subject to change.
Please refer back to this page for updates.

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

Morning

General Session

Avaya Vision and Strategy
Alan Masarek, Avaya Chief Executive Officer, and guests


10:45 AM - 11:45 AM

Breakout Sessions

How to Create a CX Strategy That Optimizes Return and Mitigates Disruption
Gordon Littley, Avaya

Live on-site + virtual presentation

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

Live on-site + virtual presentation

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

Live on-site + virtual presentation

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 - Conrad Uniacke, Government of Canada


Avaya Professional Services – Using CX Blueprints to Guide Migration on Your Path, Your Choice
Emir Susic, Avaya - Benedict Bowen, Avaya

AI Inspired Live on-site + virtual presentation

11:45 AM - 1:15 PM

Women in Tech Luncheon

1:15 PM - 2:00 PM

Breakout Sessions

Our Journey to Avaya Cloud
Anne Marie Oliver, American Heart Association - Hogle Jayne, American Heart Association

Live on-site + virtual presentation

Workplace & Spaces Made Simple
Anna Maria DiFilippo, McMaster University


Unlocking the Power of Strategic Thinking: Transforming Your Personal and Team Performance
Steve Brock, Avaya

Live on-site + virtual presentation

Benefits of Avaya Cloud Media - The Differentiator Taken for Granted
Steve Smith, Avaya - Joe Kelly, Avaya - Craig Batzel, Avaya

Live on-site + virtual presentation

Leveraging AI and Social Media Channels to Digitally Transform a Real Contact Center
McKay Clarke, doTERRA - Steve Durney, Avaya

AI Inspired Live on-site + virtual presentation

New Advantages for an Avaya Aura Migration
Darrell Butler, Avaya - Bob Camel, Avaya


Innovations in Workforce Engagement Leading to Actionable Insights
Wayne Lockhart, Avaya

Live on-site + virtual presentation

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


Afternoon

General Session

Avaya Innovation
Todd Zerbe, Avaya Senior Vice President Engineering, and guests

AI Inspired

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


How Will I Know When It's Time to Migrate to the Cloud?
Franz, David ConvergeOne


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


10:15 AM - 11:00 AM

Breakout Sessions

How Avaya Services enable your Journey to Cloud
Chris Peterson, Avaya

Live on-site + virtual presentation

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 - Robert Bray, 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

Live on-site + virtual presentation

The Great Disconnect: Measures of Customer Experience and Customer Perceptions
Mike Tennery, Avaya

Live on-site + virtual presentation

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

AI Inspired Live on-site + virtual presentation

Migration Journeys - Tactics to Avaya Experience Platform from New or Existing Avaya Solutions
Oliver Bengtsson, Avaya

AI Inspired

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

AI Inspired Live on-site + virtual presentation

Avaya Hybrid Cloud Services: Unleashing the Power of Cloud Technology for Dynamic Innovation
Shelly Shaffery, Avaya - Marcel Ibes, Avaya

AI Inspired Live on-site + virtual presentation

Getting a Look Under the Hood of Avaya's Cloud Strategy
John Akerboom, Avaya

Live on-site + virtual presentation

Avaya Goes API First – Strategy, Customer Value, How to Consume Them and Roadmap Updates
Ronen Bar-Yoav, Avaya - Steve Smith, 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

AI Inspired

The Non-Zero Sum Game: Maximizing the Value of Your Business Partner
Joel Haist, ConvergeOne


World of Workflow
Dan Maser, Avaya


Women in Tech Breakout


Adding AI to Your Customer Experience: A Hands-on Workshop for Dynamic Innovation
Shelly Shaffery, Avaya - Marcel Ibes, Avaya - Horaci Macias, Avaya

AI Inspired

Migration from an On-premise Solution to a Cloud Solution Successfully
David Montenegro, iUNGO

Live on-site + virtual presentation

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

AI Inspired

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


Afternoon

General Session

José Andrés, special guest speaker
Chef, restauranteur, humanitarian


4:30 PM - 6:30 PM

Solution Expo Reception - Block Party

Morning

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 Admin Portal Web Services API
David Ranaan, Starfish Associates - Michael Stahl, Starfish - Sagar Nirali, 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 Breakout


ChatGPT, Virtual Agents and More – What You Need to Know with AI and Your Avaya Solution
Steve Brock, Avaya - Kevin Howell, Microsoft

AI Inspired Live on-site + virtual presentation

Self Service and Help Desk Agent MACDs for Avaya Telecom and UC
Teresa Bunda, 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

AI Inspired

Next Gen Experience Center Building Blocks 101
Dwight Reifsnyder, ConvergeOne


Use Attribute Routing to Revolutionize Your Contact Center
Tony Taquemesa, doTERRA - Steve Durney, Avaya - Brian Baumgart, Avaya


12:00 PM - 2:15 PM

Solutions Expo Open Hours

12:45 PM - 3:00 PM

Avaya Partner Forum General Session

2:30 PM - 3:15 PM

Breakout Sessions

Practical Collaboration Techniques for Stakeholder Management
Julia Litvak, Avaya

Live on-site + virtual presentation

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


What You Need to Know About Avaya Experience Platform Security, Resiliency, Data Privacy & Administration and Orchestration Overview
Chris Hill, Avaya - Brian Baumgart, Avaya

Live on-site + virtual presentation

Workforce 3.0: Integrating and Managing Your Human, Digital and Virtual Agent Workforce
Sarah Reitsma, Waterfield Technologies - Kevin Maas, Waterfield Technologies

AI Inspired

Avaya Enterprise Cloud Administration
Sagar Nirali, Starfish Associates - Michael Stahl, Starfish - David Ranaan, Starfish


Deploying Avaya Workplace for UC and Call Center Users, Mobile Users, and VDI Environments
Chris Clauss, ConvergeOne


Bringing Mobile Unified Communications to the 'Deskless' University
Michael Tooley, Tango Networks - Besson Slade, Nicholls State University


Transforming Your Contact Center with Conversational and Generative AI-driven Automation
Hardy Myers, Cognigy - Lori Whitaker, Cognigy

AI Inspired Live on-site + virtual presentation

Avaya Cloud Office and Nicholls State University's Journey to the Cloud
Slade Besson, Nicholls State University

Live on-site + virtual presentation

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


Addressing Legacy Technology Interop
Conrad Uniacke, Government of Canada


Security, Certificates, and the System Administrator
Chris Clauss, ConvergeOne


Live from the Cloud - Streamline Your Workplace with Avaya Cloud Office Integrations
Roger Wallman, Avaya


Premise to Cloud, Is it the Path to Innovation
Bob Camel, Avaya


Avaya Cloud Office and Its Staged Journey Continues
Tim Eddinger, Seneca Foods - Mike Hochendoner, Advent Communications - Karen Kelleher, Avaya

Live on-site + virtual presentation

Telecommunication Recruiting for the Future
Mackenzi Eisman, GlobalPay

Live on-site + virtual presentation

A Technical Approach to Improving Employee Experience
April Owusu, Avaya


Solving Business Challenges with Voicemail
Hogle, Jayne The American Heart Association


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

IAUG Closing Party