Please join the Toronto Chapter for a virtual Chapter meeting on September 29th!
9:30 – 9:40. Welcome and Housekeeping
9:40 – 10:40 Fresche Solutions, Richard Hubert, Pre-Sales Engineer - NetLert specializes in performance analysis and web based reporting solutions for Avaya-based contact centers of all sizes. We provide basic reporting with N-Focus, enhanced CMS reporting with N-Focus Plus and cradle to grave reporting with N-Focus AES. Rich will be providing a high level demo of all three of these solutions.
10:40 – 10:50 Break
10:50 – 11:00 IAUG Feature Tracker, Slade Besson, Director of Telecommunications / Networking, Nicholls State University, and IAUG Board Member
11:00 – 12:00 eGain Presentation - Victor Kelly and Glen Graessley - What is Artificial Intelligence enabled Knowledge Management and how it is the launch pad for enhancing your omnichannel customer experience. Gartner recommends Knowledge Management as the #1 technology for customer service for 2022. AI enabled Knowledge Management empowers agents, customers, and internal business users to seek answers for themselves with powerful, interactive guides. Reduction in trouble ticketing and escalation requests can be realized by providing answers to most frequently asked questions exactly when and where customers need them. eGain’s Alliance Partnership with Avaya opens the door to market leading, omni-channel customer engagement applications and services.
12:00-12:15 Wrap up, prize drawing