IAUG Jacksonville Chapter Meeting: 11.9.17

    Jacksonville Avaya Users Group Chapter Meeting

    Thursday, November 9, 2017 | 8:00 a.m. – 3:00 p.m.

    Adam W. Herbert University Center, Room 1027
    1200 Alumni Dr | Jacksonville, FL 32224

    Join us for a wonderful Jacksonville event! The day will be packed with networking and educational presentations by industry leaders.This event is sponsored by Avaya, Arrow Systems Integration, and Starfish Associates.

    8:00 a.m. - 8:55 a.m. Arrival, Welcome, Contintental Breakfast
    8:55 a.m. - 9:00 a.m. Welcome and Introductions - Lori Harris IAUG Jacksonville Chair
    9:00 a.m.- 9:30 a.m. Restructuring Update - Avaya
    9:30 a.m.- 10:45 a.m. The Internet of Things and Customer Engagement - Andrew Prokop, Arrow SI Director of Emerging Technologies
    10:45 a.m. - 12:00 p.m. Automating Communication Workflows - Robert Hankin, Starfish Associates
    12:00 p.m. - 1:00 p.m. Lunch
    1:00 p.m. - 2:30 p.m. Understanding Digital Transformation - Tim Gogal, US East Digital Engagement for Avaya
    Presentation Details:

    The Internet of Things and Customer Engagement

    Andrew Prokop, Director of Emerging Technologies for Arrow Systems Integration
    The Internet of Things (IoT) is revolutionizing how we interact with the world and how the world communicates to us. We have smart washing machines, cars, furnaces, and even garage doors. This session will introduce you to Arrow Connect – a platform that connects sensors to gateways, gateways to cloud applications, and cloud applications to enterprise grade solutions via web services and Breeze workflows. 


    Automating Communication Workflows

    Robert Hankin, Starfish Associates
    Large enterprises are constantly searching for ways to make their labor-intensive, tedious telecom business processes easier, faster and more efficient. Automating telecom workflows for multi-vendor unified communications and contact center platforms has become a strategic initiative for many enterprises. Through automation, these enterprises stand to achieve the most significant benefit by replacing manual telecom tasks with streamlined business processes that integrate with IT systems such as Active Directory, Identity Managers, IT Service Management systems (ServiceNow) and HR applications.
    In this session, Starfish will discuss how automating communication management workflows helps enterprises to realize substantial operational efficiencies, reductions of administrative overhead and lowered total cost of ownership of their communication platforms.

    Understanding Digital Transformation: Redefining your brand.

    Tim Gogal, Director – US East Digital Engagement for Avaya
    Understanding Digital Transformation: Redefining your brand. Looking beyond the Contact Center.
    As customer service professionals, we sit in the midst of the most important paradigm shift within the industry today – the Digital Transformation. 

    This shift has brought more focus on and relevance of the business potential of contact centers than ever before.  In this session, we’ll take a look at why Digital Transformation matters, what it means and how organizations are successfully redefining their contact centers for extended reach and impact.  No longer can we hide behind old technological limitations that may have prevented responsive, personal interactions. Today customers are demanding great experiences and are driving change.  Either we give them the TLC they are looking for…. or our competitors do it for us.


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