Contact Center Council

Meeting Cadence: 4^th Thursday of each month at 12:00pm CT

The Contact Center Council is organized around Avaya’s contact center solutions and services. It is structured to deliver educational content monthly and serves as advocates for the Avaya community at large. The Council assists Avaya in identifying new products and features beneficial to our members, as well as assisting members who experience issues while working with Avaya, Avaya products, or an Avaya business partner. Any IAUG member, with a contact center solution – whether it’s 30 agents or 30,000 agents – can benefit from joining the council. We are a true community that comes together to learn from and support each other. Whether you are a seasoned Avaya professional of just starting out, the Council has something for everyone.

Council members will attend monthly meetings (1 hour a month). Each month different topics are covered; from product demos, updates, and roadmaps, to troubleshooting and experience sharing. The councils are a place where you can gather with other industry professionals and interact directly with Avaya. We share ideas, answer questions, and gain insight that can be brought back to your organization.

Chairs:

Scott Burns
Telecommunications Engineer, IT Engineering & Operations

Scott Burns is a telecommunications engineer for California Coast Credit Union. He has chaired the Contact Center Council with Mary Doran since 2019. Scott has an extensive background as a data networking engineer as well.

Mary Doran
Lead Analyst, Unified Communications Team

Mary Doran has been in the telecom sector for more than 20 years, and is lead analyst, Unified Communications Team for Cartus, a global relocation company the three major contact centers. She has been active in the user group and the council since 2006, and has presented on vectoring and variables at many Avaya ENGAGE conferences.

Avaya Champion:

Diane Otto

Senior Marketing Manager, Customer Experience Solutions

Diane has over 30 years’ experience in sales and marketing, with the past 12 years focused on customer experience innovations and contact center marketing. She is responsible for creating and executing end-to-end go-to-market global strategies of Avaya contact center offerings specializing in customer and employee experiences, customer journey, AI, and analytics.