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Monday, September 222:30 PMPeer Meetups: Choose Your Lane (Newcomers)Three focused sessions based on where you are in your career.
Join peers for real talk, practical takeaways, and community connection.
Nick Kwiatkowski
Timika Franklin
Mary Doran
IAUGCareer Growth & Skill Development/EvolutionOverview & Fundamentals
Monday, September 222:30 PMPeer Meetups: Choose Your Lane (Established Contributors)Three focused sessions based on where you are in your career.
Join peers for real talk, practical takeaways, and community connection.
Anna DiFilippo
Tom Lynn
IAUGCareer Growth & Skill Development/EvolutionOverview & Fundamentals
Monday, September 222:30 PMPeer Meetups: Choose Your Lane (Managers and Team Leads)Three focused sessions based on where you are in your career.
Join peers for real talk, practical takeaways, and community connection.
Rory McKenna
Chip Powell
IAUGCareer Growth & Skill Development/EvolutionOverview & Fundamentals
Monday, September 223:30 PMConversational IVR on YOUR Terms: Easy, On-Prem, Predictable CostDiscover how to modernize your contact center with conversational AI solutions tailored to your needs.
This session will explore how to leverage your existing Avaya infrastructure for natural language customer interactions while maintaining security and control with on-premise deployment options. We'll address common challenges like unpredictable pricing models and cloud migration concerns, offering innovative solutions to meet business, IT, and financial priorities.
Chris Henkel
Swampfox TechnologiesModernizing the Avaya EcosystemInnovative or Cutting-Edge Concepts
Monday, September 223:30 PMModernize Your WayIt's not a matter of if you should modernize, but when and how.
Do you stay premise only, jump into cloud only or embrace a hybrid approach or even "premise hybrid"? For those with experience, be part of the panel to help others make the right decision for their situation. Let's flush out some pros and cons together.
Paul LeathermanCommunication Resources, Inc (CRI)Modernizing the Avaya EcosystemPractical Application & Use Cases
Monday, September 223:30 PMSIP Basics and the traceSM Tool2 Types of Routing: SIP Registration/SIP Registry Routing and Network Routing Policies
What are you looking for?
SIP Call Flows and Session Description Protocol (SDP)
The traceSM Tool: Logging In and Commands and Filters
Will ParkerTrainingProsCareer Growth & Skill Development/EvolutionPractical Application & Use Cases
Monday, September 223:30 PMSecurity Certificates 101In this session, David Lover and Nick Kwiatkowski will do their best to explain what x.509 Security Certificates are, how they work, where they are used and how to work with them in your environment.
They will go through the major use cases of them on your telephony environment and explain different strategies for deploying certificates within your system.
Nick KwiatkowskiMichigan State UniversitySecurity, Compliance, and ResiliencePractical Application & Use Cases
Tuesday, September 2310:15 AMZoom Phone Training Lab: Hands-On. Certified. Enterprise-Ready.Unlock the future of enterprise telephony with the Zoom Phone Training Lab at IAUG.
Whether you're new to Zoom Phone or integrating with Avaya, these interactive sessions will accelerate your skills across deployment, collaboration, troubleshooting, and hybrid integration.
Gain practical experience, explore AI-powered features, and walk away with the opportunity to earn a Zoom Phone certification onsite.

*Please bring your own laptop and charging adapter. All other technology will be provided.

Bill Bernabe
Nate Raper
Wes Liu
Eric Truax
Shawn Candon		ZoomOpen Ecosystems & InteroperabilityExpert Implementation/Optimization
Tuesday, September 2310:15 AMAvaya Infinity Deep DiveThis session provides technical staff with a comprehensive view into the capabilities and advantages of the Avaya Infinity platform.
We will cover the latest advancements in customer and employee experiences, focusing on use cases including the conversational model of integrating of voice and digital channels, AI-driven workflows, orchestration, and analytics. Some of the key capabilities covered include: inbound omnichannel, dynamic scripting, virtual agent, agent assist, post interaction, and AI agnostic workflows. This deep dive will also include demos of various workflows, including managing multiple AI models.
Reza Kamran
Sachin Kanthale		AvayaModernizing the Avaya Ecosystem
Tuesday, September 2310:15 AMTransforming the Remote Agent Experience In the rapidly evolving landscape of contact centers, managing remote workers effectively is crucial to overcoming some of the most pressing challenges. 
Join us to explore today’s contact center realities and gain insights into transforming your contact center into a future-ready, dynamic customer connection center. We will share some practical strategies and innovative solutions to help navigate the complexities of remote workforce management in the contact center domain.
Diane OttoAvayaModernizing the Avaya Ecosystem
Tuesday, September 2310:15 AMIntegrate to Migrate: A Real-World Journey to Hybrid Success with Avaya & Microsoft TeamsFor global organizations with complex, multi-site on-premise systems, managing communications across locations is already a challenge.
Now, the pressure to modernize apps and migrate to slicker systems adds even more complexity. Moving everything to the cloud isn’t always possible, or practical. These organizations don’t just need a new system. They need a way to support their existing infrastructure (that being on-premises, cloud, or hybrid) to work across multiple vendors, and offer the flexibility to evolve without disruption or vendor lock-in. This session explores how enterprises can modernize their communications using our “Integrate to Migrate” approach: connecting platforms like Avaya and Microsoft Teams, consolidating global PSTN services, integrating contact centers and third-party apps, and all managed centrally. We’ll share how the Integrate to Migrate approach helped an oil & gas multinational enterprise consolidate and modernize their communications across critical operations, without abandoning existing investments. We’ll walk through how they combined legacy and modern platforms, on-premises and cloud, Avaya and Microsoft Teams Phone, while maintaining uptime, reducing complexity, and controlling costs.

Whether you're managing a global contact center, juggling regulatory demands, or still reliant on DECT, analog, or elevator lines—this is a roadmap to practical modernization on your terms.

Attendees will walk away with:
- A deep dive into how hybrid communications can be implemented incrementally, without vendor lock-in or forced migrations.
- A roadmap for integrating Microsoft Teams with existing Avaya systems.
- Lessons learned, including managing risk, minimizing downtime (we achieved <4 hours), and supporting global PSTN across complex infrastructures.
- The importance and benefits of consolidating your systems, especially in regulated or infrastructure-heavy industries.
- Strategies for preserving investment in legacy while enabling modern collaboration tools.
- Real-world insights into controlling migration costs—by leveraging existing infrastructure, avoiding early contract terminations, and scaling only where needed.
Tony ParishAuraOpen Ecosystems & InteroperabilityPractical Application & Use Cases
Tuesday, September 2310:15 AMAvaya SBC - Remote Worker Security ConfigurationsWhen Avaya introduced the concept of remote SIP phone registration through their SBCE it literally changed the telcom world.
Providing a simple, lightweight, no-VPN-required phone connection for remote workers was truly transformative to business process and strategies. However, in providing access to remote workers the SBCE became an exposed security surface, and every SBCE on a public network is probed, tested, and attacked every hour of every day. OneC1 expertise stretches back to certifications on the original SIPera SBC before it was purchased by Avaya. We have been the provider of choice for IAUG Boot Camps and in depth SBC trainings, and continue to partner with Avaya in SBCE testing and development, even co-authoring SBCE documenation. This master class will cover a comprehensive, multi-layer strategy of best practices to configure an Avaya SBCE for best in breed secure remote access. Whether you are an engineer responsible for configuring your SBC, a CTO reviewing security strategy, or a decision maker selecting a security professional service vendor this class will provide you with the critical concepts you need to ensure your remote worker system does not put your enterprise at risk.
Dwight ReifsnyderC1Security, Compliance, and ResilienceInnovative or Cutting-Edge Concepts
Tuesday, September 2310:15 AMDebugging SIP in Your Avaya Aura EnvironmentLearn how to debug SIP traffic using Avaya Session Manager, System Manager, and Session Border Controller.
Topics include SIP diagrams, important fields, SDP portion, and simulating traffic to identify routing. Primarily for trunking traffic on Avaya Aura platforms.
Nick KwiatkowskiMichigan State UniversityCommunity-Sourced Tips, Tools, Scripts, etc.Overview & Fundamentals
Tuesday, September 2311:15 AMWhy Should I Hire You? Lessons Learned"Oh La La La... I wish that I knew what I know now, when I was younger." The speaker has over 30 years of experience in hiring technical staff, pondering what qualities they look for and the reasons behind it.
They think about the lessons they wish they had learned earlier. They also contemplate how to keep their skills relevant and up to date, and how to gain experience when there are no ongoing job opportunities. Join the session to learn more.
Jeff DhaenensVolkswagen Group of AmericaCareer Growth & Skill Development/EvolutionOverview & Fundamentals
Tuesday, September 2311:15 AMVoices You Can’t Trust: Securing UC & CC in the Age of DeepfakesIn today’s AI-driven world, the voice you hear may not be real. Generative AI has enabled cybercriminals to launch highly convincing deepfake and synthetic voice attacks, threatening the integrity of UC and contact center environments.
From impersonating CEOs to bypassing IVR and fooling agents, attackers are exploiting the trust embedded in voice communications. In this compelling session, Hassan Kassih, VP of Sales Engineering at ConvergeOne, dives into how AI is revolutionizing cyber threats, and what your organization must do to defend against them. He’ll share chilling real-world examples, dissect how these attacks work, and explain why traditional defenses are no longer enough.

The solution? A Zero Trust Architecture tailored for UC and contact centers. Join us to explore how Zero Trust isn’t just a cybersecurity buzzword, it’s the frontline defense against the next generation of AI-powered fraud.
Hassan KassihC1Security, Compliance, and ResilienceInnovative or Cutting-Edge Concepts
Tuesday, September 2311:15 AMManaging Campus and Critical Infrastructure Security with SEQUENCE® and Avaya AuraThis session showcases cutting-edge technology for managing critical infrastructure security through the next-generation radio-telephone communication and collaboration system, SEQUENCE®.
SEQUENCE® significantly enhances collaboration among users of radio and audio devices, effectively linking mission-critical operations with business units via platforms such as Avaya Aura, Zoom, and Microsoft Teams. The system incorporates built-in modules that support Crisis Communication Management, enabling faster and more coordinated responses to critical threats while improving communication among emergency personnel, faculty, security teams, and responders. Additionally, SEQUENCE® features advanced capabilities such as real-time conference monitoring, seamless call transfers, integration with security systems for immediate alerts, and the ability to manage dynamic teams tailored to specific situations, ensuring a comprehensive approach to emergency preparedness and response.
The SEQUENCE Workspace desktop console and browser-based application leverage the latest advancements in WebRTC and SIP technologies to significantly enhance the user experience in managing campus security. This powerful platform provides responsive communication capabilities, facilitating seamless interactions among security personnel and other stakeholders. The application supports various functionalities, including call attendant features, call taking, and radio-telephone dispatch operations, all designed to streamline workflows and improve operational efficiency. With its intuitive interface and robust performance, SEQUENCE Workspace empowers users to respond swiftly and effectively to evolving security needs while ensuring optimal collaboration and coordination across teams.
Join us to explore how SEQUENCE and the Workspace Console application revolutionize operational efficiency, enhance collaboration, and strengthen security management within campus environments. Discover the powerful features and innovative capabilities that empower users to streamline processes, foster seamless communication, and ensure a safer campus experience for all. Don’t miss this opportunity to see how our cutting-edge technology can transform your approach to security and collaboration.
Todd LehmaniNEMSOFTSecurity, Compliance, and ResilienceInnovative or Cutting-Edge Concepts
Tuesday, September 2311:15 AMWhat Are the CMS Reports Telling Me?What are the CMS Reports telling you about your Call Center? You know how to pull reports from CMS. They are measuring everything in your system. But what are they telling you?
Are things good, bad or ugly? What is the Fix for the Bad and Ugly and how do I make the good even better? If you are looking for explanations of what the reports are telling you, this session is for you. We will analysize a typical Call Center Elite. We will show How to Provide the results to Management along with recommendations. How do you use this Tool called CMS Supervisor?
Mary PontoTeleTraining Services Inc.Contact Center Strategy & User ExperiencePractical Application & Use Cases
Tuesday, September 232:30 PMZoom Phone Training Lab: Hands-On. Certified. Enterprise-Ready.Unlock the future of enterprise telephony with the Zoom Phone Training Lab at IAUG.
Whether you're new to Zoom Phone or integrating with Avaya, these interactive sessions will accelerate your skills across deployment, collaboration, troubleshooting, and hybrid integration.
Gain practical experience, explore AI-powered features, and walk away with the opportunity to earn a Zoom Phone certification onsite.

*Please bring your own laptop and charging adapter. All other technology will be provided.

Bill Bernabe
Nate Raper
Wes Liu
Eric Truax
Shawn Candon		ZoomOpen Ecosystems & InteroperabilityExpert Implementation/Optimization
Tuesday, September 232:30 PMVMWare and KVM and RHEL Oh, My! How to choose the Right Server, OS, and Deployment Model.Organizations are faced with the impending end of support for ESXi7 in October on many Avaya servers due to a decision by Broadcom.
As there will not be patches available for that version of VMWare going forward, C1 is helping customers evaluate options to move their applications to new servers with ESXi8, or Avaya servers using a RHEL KVM Hypervisor, or their own virtual environment to continue receiving support. Using real-world case studies we will present the benefits and drawbacks of the different server migration approaches as well as the continued patching and management requirements to consider. At the end of the session participants will have a clear understanding of the current risks for servers running ESXi7, the pros/cons of different migration options for each hypervisor, and the longer term impact to your Avaya environment. This session will be presented by C1 Design Engineer Jenni Szablewski and C1 Client Executive Joel Haist who have supported customers with their Avaya solutions for 20+ years.
Joel HaistC1Modernizing the Avaya EcosystemPractical Application & Use Cases
Tuesday, September 232:30 PMBest of Both Worlds - Our Journey to Private Hosted Cloud VoiceNot sure if you're ready for the public cloud? Learn how Amerisure took a hybrid migration approach to remove all voice servers from their data center while still maintaining the reliability and feature-rich solution set provided by Avaya Aura Communication Manager.
This session will cover the planning, methodology, and implementation process that took Amerisure from 12 physical and virtual servers in their data center to no on-prem servers for their voice and contact center solutions along with lessons learned along the way.
Lori WodrichAmerisure InsuranceModernizing the Avaya EcosystemPractical Application & Use Cases
Tuesday, September 232:30 PMAI-Driven Workflows with Avaya InfinityThis dynamic technical session is for customer experience managers to explore the capabilities of Avaya Infinity in crafting AI-driven workflows.
Participants will witness workflows being built live, from scratch, in a format reminiscent of a cooking show. Key highlights include connecting channels with AI workflows and leveraging flexible AI orchestration to enhance customer experiences. Avaya Infinity simplifies enterprise integration through its low-code/no-code approach, enabling rapid customization and seamless workflow creation without requiring advanced technical expertise. Attendees will gain insights into how Avaya Infinity empowers businesses to design, replicate, and adapt workflows, fostering innovation and self-sufficiency.

Brian BaumgartAvayaModernizing the Avaya Ecosystem
Tuesday, September 232:30 PMPowering the Mid-Market with Avaya IP Office & Avaya Cloud Office This forward-looking session explores the latest roadmap developments for Avaya’s mid-market solutions, highlighting key advancements in both Avaya IP Office and Avaya Cloud Office.
Attendees will gain insight into the upcoming IP500v3 and its role in reinforcing Avaya’s commitment to on-prem solutions. We will showcase innovative features that are revitalizing IP Office telephony and examine how cloud communications are evolving through AI-driven capabilities for Avaya Cloud Office like AI Assistant, RingSense, and AI Receptionist as well as Advanced Analytics. The session also covers upcoming enhancements across the broader mid-market ecosystem, including Contact Center, 3rd party integrations, commercial offerings and device updates.
Vandana BrarAvayaModernizing the Avaya Ecosystem
Tuesday, September 232:30 PMWhat to Know About Accepting Credit Cards Over the PhoneThis session will cover some of the major topics you will need to know in order to have your phone system pass a PCI-DSS audit, which is required by the credit card industry to accept credit cards over the phone.

In 2024 the Payment Card Industry Security Standards Council (a group that comprises the major banks, major credit card issuers and other major stakeholders) updated their standards to make it clear that if your organization or their agents accept credit card numbers over the phone that the phone system is now in scope for compliance.

This session will cover different methods to gain compliance (including avoiding having the credit card data going across your system or working towards getting your system complant with the PCI-DSS rules). We will talk about avoidance strategies and what to know if you decide you want to go down the path of compliance. We will talk about common terms that the industry uses such as QSA, ISA, SAQ-A/B and other gobbles of letters that mean things to folks in the industry.
Nick KwiatkowskiMichigan State UniversitySecurity, Compliance, and ResilienceOverview & Fundamentals
Tuesday, September 233:30 PMSBC: A Technical Walk-ThroughThis session will cover various configuration components of the Avaya SBCE.
It will be an interactive session between the speaker and attendess as they walk-through SBC configuration items (sharing an actual SBC on screen).
Tyler PrederUniversity of WashingtonCareer Growth & Skill Development/EvolutionPractical Application & Use Cases
Tuesday, September 233:30 PMAddressing the Challenges of AI, Voice Security and Contact Center AutomationThis presentation examines the transformative effects of AI on the contact center industry, focusing on voice technologies, operational efficiency, security risks, and compliance challenges.
It explores how AI-driven automation is reshaping contact center functions, delivering significant economic benefits through enhanced productivity and customer experience. However, it also highlights the overlooked risks, including security vulnerabilities like AI-enabled phishing or data breaches, and compliance issues arising from evolving regulations. The session provides actionable strategies to prepare for this AI-driven landscape, emphasizing robust security frameworks, proactive compliance measures, and balanced approaches to leveraging AI's potential while mitigating its risks. Attendees will gain insights into navigating the new normal of AI and automation in contact center environments.
Greg HatchGage TechnologiesSecurity, Compliance, and ResilienceInnovative or Cutting-Edge Concepts
Wednesday, September 2410:00 AMZoom Phone Training Lab: Hands-On. Certified. Enterprise-Ready.Unlock the future of enterprise telephony with the Zoom Phone Training Lab at IAUG.
Whether you're new to Zoom Phone or integrating with Avaya, these interactive sessions will accelerate your skills across deployment, collaboration, troubleshooting, and hybrid integration.
Gain practical experience, explore AI-powered features, and walk away with the opportunity to earn a Zoom Phone certification onsite.

*Please bring your own laptop and charging adapter. All other technology will be provided.

Bill Bernabe
Nate Raper
Wes Liu
Eric Truax
Shawn Candon		ZoomOpen Ecosystems & InteroperabilityExpert Implementation/Optimization
Wednesday, September 2410:00 AMTop 10 Differences Between CM & Avaya Cloud OfficeAvaya Cloud Office by Ring Central provides customers a path to cloud communications with familiar Avaya telephony features and devices.
If you are a CM user exploring your Cloud Migration options, this session will highlight the major differences between CM and Avaya Cloud Office so you can determine if that is a path for you. For ACO users, this session will address the feature gaps between the platforms and how you can address them for your environment.
Rick GibbonsNelson MullinsModernizing the Avaya EcosystemPractical Application & Use Cases
Wednesday, September 2410:00 AMAvaya Deployment Paths to Infinity & BeyondThis session explores the deployment paths for Avaya Infinity platform, tied to the Avaya roadmap evolution with paths emphasized to minimize challenges and make the shift straightforward.
It covers on-premises, cloud, and hybrid models, highlighting centralized system upgrades, enhanced security, and integration of next-generation voice and digital capabilities. Technical insights into voice and digital service orchestration, analytics, and AI capabilities are provided. Additionally, the presentation addresses CMS reporting compatibility, Azure Local for on-premises deployment, and includes Avaya Aura and CC Elite as key components of the solution paths.

Kirk JonesAvayaModernizing the Avaya Ecosystem
Wednesday, September 2410:00 AMCMS Data Analysis and MethodologyThe subject of this presentation is CMS data analysis and methodology. It's a technical deep dive in how to get ACD statistics using Avaya CMS Supervisor.
The presentation will be given by Katy DeSantis and John O'Brien. Katy is a NYC IAUG Chapter Leader and John is a chapter member. They will plan to use the uploaded Excel file as the presentation medium. The file has a table of contents with hyperlinks to each worksheet and will discuss many sections quickly while providing the final version of this Excel workbook and the PDF as a reference.
Katy DeSantisMaimonides HealthCommunity-Sourced Tips, Tools, Scripts, etc.Practical Application & Use Cases
Wednesday, September 2411:15 AMAmerican Heart Association's Journey to Distributed Architecture in the Azure Avaya Private CloudThe American Heart Association (AHA) transitioned from an upgrade to CM 10.2 to a distributed architecture with CM 10.2 to enhance system resilience and scalability.
Key challenges will be discussed, along with highlighting feature adjustments to accommodate the transition. The benefits of successfully moving to a distributed architecture will also be covered.
Anne Marie OliverAmerican Heart AssociationModernizing the Avaya EcosystemPractical Application & Use Cases
Wednesday, September 2411:15 AMOrigination Routing with Session ManagerThanks largely to SHAKEN/STIR, least-cost routing to the PSTN is dead. Learn how and why you'd want to do origination based routing instead, some of the caveats that come with it and how to work around them.
This session will not only demonstrate how to configure origination based routing within Session Manager but also how to use Regular Expression adapters to trick SM into making a routing decision based on other headers in the SIP message.
Sam OsheroffUniversity of WashingtonCommunity-Sourced Tips, Tools, Scripts, etc.Expert Implementation & Optimization
Wednesday, September 2411:15 AMChallenges and Opportunities in Bringing Next-Generation Technologies to Vertical MarketsMany large Avaya customers are seeking to transform the call center experience for both customers and agents.
This presentation will explore common challenges—such as disruption, predictable costs, data privacy, and flexible deployment models—as well as those unique to specific verticals.We will focus on two sectors in particular: power (utility) and medical insurance. However, the insights shared will be broadly applicable across industries.
If you're an Avaya customer looking to build on your existing self-service investments while transitioning to a modern, AI-driven, natural language solution with minimal risk and controlled costs, this session will be especially relevant.
The presentation will illustrate key concepts and showcase real-world customer scenarios and ROI outcomes, while maintaining customer confidentiality.
Bob CooperSwampfox TechnologiesContact Center Strategy & User ExperiencePractical Application & Use Cases
Wednesday, September 242:45 PMZoom Phone Training Lab: Hands-On. Certified. Enterprise-Ready.Unlock the future of enterprise telephony with the Zoom Phone Training Lab at IAUG.
Whether you're new to Zoom Phone or integrating with Avaya, these interactive sessions will accelerate your skills across deployment, collaboration, troubleshooting, and hybrid integration.
Gain practical experience, explore AI-powered features, and walk away with the opportunity to earn a Zoom Phone certification onsite.

*Please bring your own laptop and charging adapter. All other technology will be provided.

Bill Bernabe
Nate Raper
Wes Liu
Eric Truax
Shawn Candon		ZoomOpen Ecosystems & InteroperabilityExpert Implementation/Optimization
Wednesday, September 242:45 PMUnlocking AI Use Cases with Real-Time Transcription in the Contact CenterAs contact centers increasingly adopt AI, the success of these initiatives depends on one critical input: real-time access to conversational data.
In this session, we’ll explore how Real-Time Transcription (RTT) is powering the next wave of AI use cases—enabling live agent assistance, automated call summarization, sentiment analysis, and multilingual translation.We’ll break down how RTT can be deployed across hybrid and cloud contact center technologies, including integration with platforms like Salesforce Service Cloud Voice. Attendees will learn how RTT provides the foundation for tools like AgentForce, which uses live transcription, business data, and AI to deliver real-time recommendations, streamline workflows, and enhance the agent and customer experience. This session will include practical guidance on technical architecture, cost modeling, and rollout strategy, along with real-world examples of how organizations are using RTT and AI together to improve service, reduce handle time, and increase compliance. Whether you're considering Microsoft Copilot, Salesforce-native tools, or custom-built AI agents, you’ll leave with a roadmap for getting started—beginning with transcription.
Anthony UlianoAMC Technology, LLCModernizing the Avaya EcosystemPractical Application & Use Cases
Wednesday, September 242:45 PMThe Modernization Journey for the Avaya Classic Clients & Apps This session is ideal for organizations invested in the classic portfolio and looking for practical modernization strategies of the clients and apps that preserve existing investments while enabling future innovation.
In this session we will walk through the strategy and roadmap across the clients. Anchored by Avaya Aura, Contact Center Elite, Avaya IP Office, Avaya Cloud Office, and Avaya Call Reporting, this session outlines how Avaya is enabling the modernization journey for customers from where they are today to the next solution. Key integrations, such as ACO Hybrid deliver meaningful innovation such as next generation collaboration, across the platforms while preserving the stability and reliability that customers trust.
Vandana BrarAvayaModernizing the Avaya Ecosystem
Wednesday, September 242:45 PMHarnessing AI: Governance, Prompting, CoPilot, and AI Apps for the FutureIn the rapidly evolving landscape of artificial intelligence, understanding the intricacies of governance, the role of AI applications/Copilot, and the art of effective prompting is crucial for leveraging AI's full potential.
This session will delve into the essential frameworks and best practices for AI governance, ensuring ethical and responsible AI deployment. We will explore the transformative capabilities of AI applications, which assist users in various tasks, enhancing productivity and decision-making. Additionally, the session will cover advanced prompting techniques to optimize AI interactions, making them more intuitive and efficient. Join to gain insights from the American Heart Association’s experience and learn how to navigate the complexities of AI to drive innovation and success in your organization.
Jayne HogleAmerican Heart AssociationAI & Automation for AdminsPractical Application & Use Cases
Wednesday, September 242:45 PMTelecom and Scripting, Come Get Some Inspiration to Write Your OwnLearn about various ways the speaker has written scripts to improve their telecom service.
They will cover where and how to get started, and why you want to start writing scripts yourself.
Tyler Preder
Sam Osheroff		University of WashingtonCommunity-Sourced Tips, Tools, Scripts, etc.Practical Application & Use Cases
Wednesday, September 242:45 PMBringing CARE to the Contact CentreAs a seasoned professional and passionate customer advocate, Louise van Zyl is excited to introduce a powerful and engaging training experience designed specifically for contact centre agents.
The CARE Programme, combined with The Customer Experience Game, brings to life the impact of every customer interaction—highlighting how each engagement can contribute to business success. This immersive game-based approach encourages agents to reflect on real-world scenarios, share insights, and learn from their peers in a collaborative environment. The CARE framework will be explored in depth, with the goal of making it the guiding principle behind every customer touchpoint. Participants walk away not only with practical tools to enhance service delivery, but also with a renewed sense of purpose—empowered to make informed decisions that drive productivity, strengthen relationships, and accelerate business growth.
https://youtu.be/ZbGaz8TSrRE?si=-ZtP6RF5fCllKRKL
Louise van ZylCARE ConsultancyContact Center Strategy & User ExperiencePractical Application & Use Cases
Wednesday, September 243:45 PMWhat’s Next for Avaya Aura & UC Join us for an in-depth look at the future of Avaya’s Unified Communications portfolio.
This session will explore the evolving roadmap for Avaya Aura, with a focus on collaboration, administration, security, and deployment enhancements. Key milestones for Avaya Aura will be discussed, along with its role within the broader Avaya Infinity architecture. We’ll also highlight the latest innovations in Avaya Cloud Office, including new AI capabilities like the AI Assistant, and updates to Avaya IP Office. Discover what’s new with Avaya devices—from the J100 series and wireless phones to the next-generation C100 video room systems featuring H.265 support.
Darrell ButlerAvayaModernizing the Avaya Ecosystem
Wednesday, September 243:45 PMFuture-Ready Banking CX: Flattened Menus, Voice Biometrics, and Intelligent AssistantsTransforming Customer Experience: A Regional Bank’s Avaya Elite Evolution.
Join us to discover how a leading regional bank reimagined its Avaya Elite Call Center, evolving from a fragmented voice-only environment to a fully integrated and intelligent customer engagement platform—without the need to rip and replace its core technology. The transformation focused on centralizing management, enhancing fraud detection, enabling passive voice authentication, incorporating natural language capabilities, and deploying self-service tools that supported the bank’s broader AI-driven business automation strategy.By adopting Swampfox’s Innovate In Place strategy for Avaya Elite customers, the bank was able to preserve its existing infrastructure, including hardware, software, and reporting, while introducing powerful new capabilities. These enhancements leveraged the bank’s existing Avaya Experience Portal licenses and included carrier-level integration with Pindrop’s voice biometric authentication, as well as on-premises Natural Language Understanding (NLU) for conversational self-service. Legacy DTMF menus were flattened and redesigned, replacing rigid prompts with open-ended, customer-friendly language.This session highlights how thoughtful innovation layered onto existing systems can deliver real business outcomes. It demonstrates how a frictionless, secure, and scalable customer experience can be achieved without disrupting day-to-day operations or sacrificing the value of prior investments.
Tom Hanson
Martin Cusack		Swampfox TechnologiesContact Center Strategy & User ExperiencePractical Application & Use Cases