Customer Contact Week in
Las Vegas, June 20-23



Avaya is attending CCW to discuss ground-breaking customer experience technologies like AI, process automation, and virtual agents.

Whether you want to gain or retain customers, empower your employees to deliver the best customer experience, Avaya has the innovative solutions you need to solve real business issues. Learn how to strengthen your customer and employee strategies by visting Avaya at CCW.

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How to Engage with Avaya While at CCW


Avaya Pavilion


Visit the Avaya pavilion in the expo where the following demos will be showcased:
  • Virtual Agent
  • Composable Desktop

Also visit Avaya partners in the pavilion, including Journey and Toolwire.

Breakouts in the Avaya Theater


Avaya will host three conference breakouts in the theater in the Avaya pavilion as well as four of our own breakouts.

The four Avaya sessions are scheduled for:
  • Wednesday, June 22, 11:00-11:45 AM
  • Wednesday, June 22, 1:45-2:30 PM
  • Thursday, June 23, 11:00-11:45 AM
  • Thursday, June 23, 1:45-2:30 PM

Wednesday and Thursday at 11:00 AM Customer Panel: Key Trends in Conversational AI, moderated by Brian Cantor with IQPC. This session will cover:
  • Key trends influencing user needs for better understanding and processing of natural speech
  • The development of more accurate and improved AI

Wednesday and Thursday at 1:45 PM Thought Leadership: How to Compete in the New Experience Economy, Steve Forcum, Chief Evangelist, speaker. This session will cover:
  • Delivering on the Total Experience using an Experience Platform – one that seamlessly combines capabilities across UC, CC, CPaaS, and Workstream Collaboration into seamless experiences.
  • The required architecture that uniquely enables companies to compete in this new economy

Demo Drive
On Wednesday, June 22, 3:30 PM, Avaya will participate in the Demo Drive, which is an activity that encourages attendees to visit participating booths. Avaya will feature one of its compelling demos for this activity.

Meet the Customer
On Thursday, June 23, 12:45 PM, the Meet the Customer program allows attendees to speak with key vendors’ clients. An Avaya client will be on hand to discuss their enterprise and how they use contact center solutions and technology.

Agenda

Wednesday, June 22

10:00 AM

Expo Hall Grand Opening / Networking Break / Demo Drive Begins

11:00-11:45 AM

Avaya Customer Panel Breakout
Hosts: Brian Cantor, IQPC Analyst and Paul Lang, Customer Experience Solutions Marketing Leader, Avaya
Title: “Key Trends in Conversational AI”

11:45 AM

Transition time

12:00-12:45 PM

Conference Breakout
Speaker: Michael Pace, Virgin Pulse, Vice President, Global Member Services and Operations
Title: “The Single Strategy that Built Multiple Top Awarded Contact Center Experiences”

12:45-1:45 PM

Lunch

1:45-2:30 PM

Avaya Hosted Breakout
Speaker: Steve Forcum, Director and Chief Evangelist, Avaya
Title: “How to Compete in the New Experience Economy”

2:30 PM

Transition time

2:45-3:30 PM

Conference Breakout
Speaker: TBD
Title: “Are your Journey Maps Expensive Dust Collectors or Catalysts for Change?”

3:30-4:30 PM

Networking Reception at the Expo

4:30-6:30 PM

Main Stage: AI & Automation

6:30-7:00 PM

Cocktail Reception at the Expo

8:00-11:00 PM

CCW After Party

Thursday, June 23

10:00 AM

Expo Hall Opens / Networking Break / Demo Drive Begins

11:00-11:45 AM

Avaya Customer Panel Breakout
Hosts: Brian Cantor, IQPC Analyst and Paul Lang, Customer Experience Solutions Marketing Leader, Avaya
Title: “Key Trends in Conversational AI”

11:45 AM

Transition time

12:00-12:45 PM

Conference Customer Panel Breakout
Host: Brooke Lynch, CMP Analyst and Staff Writer
Speakers:
Megan Merrick, Head of Customer Experience, Candy Digital Zeya Ottomone, Head of Product Development, Amerisource Bergen Chris Drury, Director of Customer Care, Blount Fine Foods

12:45-1:45 PM

Lunch

1:45-2:30 PM

Avaya Hosted Breakout
Speaker: Steve Forcum, Director and Chief Evangelist, Avaya
Title: “How to Compete in the New Experience Economy”

2:30-3:00 PM

Networking Reception at the Expo

3:00-5:15 PM

Main Stage: Digital Transformation

What Customers are Saying

Check out Avaya OneCloud CCaaS ratings from independent review site TrustRadius.