Classes

BSB Elevate… Cloud Communications at a Higher Level
Learn how the Elevate API platform allows you to integrate the features of our voice, video, contact center, and analytics services into business applications (CRMs,ERPs,Ticketing Systems, etc.). Developers can leverage Elevate APIs to build custom solutions to meet your specific business needs.
Chris Athanson, BSB Solutions Engineer and Don Kellar, Intermedia Senior Sales Solution Architect
12:45 PM

Planning Considerations for Legacy Toshiba, ShoreTel and Mitel Systems
This session will identify strategies to consider for legacy systems that are end of support/end of life. Understand the differences between premise-based versus hosted systems and the advantages and limitations of each.
Peter Johnson, BSB President, and Brent Ouderkirk, BSB Solutions Engineer
9:00 AM

The CX Experience to Maximize your BSB Contact Center (CCaaS)
Differentiate from the competition where it matters most. By state of the art call queue, smart routing, connecting through multimedia and outstanding outreach to maximize customer experience.
Coy Wright Sr. Sales Solution Specialist
3:15 PM

Let’s get back to the Basics
Throughout this how-to course, you will learn everything from the different types of licensing, different versions of software, cell presence, and cell twinning to how to create an auto attendant, as well as how to obtain various contact center reports.
Beth Baumia and Gary Miller, BSB Systems Engineers
*9:00 AM and 12:45 PM

Mitel Contact Center (MiCC) –Your Key to Improved Customer Relations
Support the digital transformation of your organization’s customer interactions leveraging the omnichannel capabilities of MiCC. Learn more about the WebRTC capabilities, the latest version MiCC and coming social media enhancements, AI-based voicebots, callback improvements and much more.
LouAnn Jones, Mitel Customer Engagement Sales Specialist
*10:15 AM and 3:15 PM

Mitel MiVoice Business Roadmap & Subscription
Mitel’s flagship unified communications platform, MiVoice Business, continues to evolve and improve.Learn about recent and planned enhancements tothis widely used solution. Also,find out more about the new subscription model that allows for an operating expense(OpEx) acquisition option.
Steve Loebrich, VP, Subscription Sales
*9:00 AM and 2:00 PM

Mitel’s Commitment to Unified Communication
Learn about Mitel’s decision to form a strategic alliance with RingCentral for UCaaSsothey could focus on remaining a global leader in unified communication and collaboration solutions. Get updates regarding the MiVoice Office, MiVoice Connect and MiVoice Business, and the new U.S.Mitel One solution.The presenter will explain Mitel’s emphasis one 5 key vertical markets and customer lifecycle management.
Kurt Kruger, Mitel PLM Director, Mid-Market Solutions.
Lunch 11:30 AM

Modernizing UC for Hospitality...Without Rip & Replace
If your legacy on-premise solutions still work, learn why your focus should beon modernizing your existing UC technology to better align with your business goals, staffing levels, and your customers’ evolving expectations. Smart investments in your UC solution can open your doors to contactless check-in, voice AI integrations, and simplified staff training.All without having torip and replace what you currently have.That means fewer disruptions,increased security, and cost savings.
Ashley Williams, Mitel’s Hospitality Lead
10:15 AM

Mitel SLED/ Sourcewell
Utilize Mitel’s exclusive contract with Sourcewell to simplify your purchasing process and realize significant savings. All state and local units of government qualify, as do K-12 school systems, higher education institutions, non-profit and tribal organizations, and credit unions.
Sue Anders, RVP-Northeast, SLED Vertical Market Lead
10:15 AM

Mass Notification – When Communications are Time Sensitive!
Mitel’s Revolution platform can facilitate the delivery of time-sensitive messages top re-defined lists of recipients in response to incidents and triggers. Learn more about the message types and the variety of triggers; from manual intervention to IoT devices.
Eric Knudson, Senior Solution Architect
12:45 PM

Phone Enabling Microsoft Teams
There are various ways to enable telephone calls from Microsoft Team using your Mitel platform. Learn about the different options for your organization. Use Teams for collaboration and Mitel for your calls!
Eric Knudson, Mitel Sales Engineer
*9:00 AM and 2:00 PM

Benefits of Moving your Communicationsto the Cloud
This presentation will look at the advantages of moving your premise PBX communications to the RingCentral unified communications platform. And will include a demonstration of the service.
Jeff Carroll, RingCentral Solutions Engineer
2:00 PM

The Importance of Software Assurance & Power of Mitel Performance Analytics
Gain an appreciation for the importance of maintaining software assurance to protect your investment in Mitel solutions. Find out more about Mitel’s Performance Analytics and the positive impact it can have on your system administration and management efforts.
Bill Matson, Mitel Global Services & Support
2:00 PM

Leveraging Call Recordings and Speech Recognition to Improve Quality Management
Artificial Intelligence and speech recognition capabilities can “listen” to call recordings and dramatically reduce the time and effort associated with coaching and quality management efforts. Explore the benefits of screen recording and how historical contact center activity levels can improve workforce management and scheduling.
Kate Fechik, Director of Sales & Channels for DVSAnalytics
12:45 PM

Understanding Your E911/ Kari’s Law/ RAY BAUM Act Compliance Obligations
Get an overview of E911 regulations, Kari’s Law, and the RAYBAUM Act and the associated obligations they place on your organization. Learn how third-party 911 service providers can facilitate your compliance.
Shannon Reidy, RedSky Channel Manager
*10:15 AM and 3:15 PM

The Analytics You Need to Make Informed Decisions
UC and Contact Center systems are a sizable investment and big piece of the ROI is the data they collect. When leveraged correctly,this data can help you optimize your teams to better serve customers and operate at peak efficiency. Come hear about the metrics you should be looking at and how to best unlock the insights within them.
Peter Hornberger, Brightmetrics VP Sales
12:45 PM

Engaging Today’s Independent Consultants
Today, the world of unified communications (UC), IT infrastructure, and customer experience CX is changing rapidly. Independent industry consultants can assist you in navigating these ever-changing landscapes. As part of this session, you will gain an understanding of the services and support offered by independent industry consultants,ranging from RFP needs assessments to expense management to operational support services.
Dave Clardy, Mitel Director-Global Consultant Relations
3:15 PM

From Chat Bots to Video Chat, what’s New with Digital Customer Service
We will discuss industry trends around digital customer engagement and managing omnichannel interactions in an existing contact center / CRM environment. You will learn how you can quickly and easily offer digital customer channels for immediate business benefit and how this is tied into your existing technology stack for maximum efficiency. Get apersonalized live demo at the stand!
Felix Winstoneis the CEO and Co-Founder at Talkative
2:00 PM

How to Use Security Assessments to Guide the Customer Journey
In this session the Entara team, including Pamela Diaz, CEO and President, Michael Brunetti, Director of Professional Services, will dive into several of our cyber security assessments and discuss how they can be used to guide your cybersecurity journey. Join us to learn more about how you can qualify for cyber insurance, meet industry compliance standards, develop a roadmap that matches your IT budget and more.
Pamela Diaz, Entara President and Michael Brunetti, Entara Director of Professional Services
3:15 PM

Mitel Product Consultant User Group
There will bean in-person session specifically designed for consultants to learn about Mitel’s current product designs and the roadmap for 2023.
Dave Clardy, Mitel Director-Global Consultant Relations
10:15 AM

Rejuvenate Your Agents: Turn the Great Resignation Around and Improve Customer Experience
Employees who handle external communications are often the most public face of your organization to your customers. Self-service options like chat bots can't completely replace the human factor and this session discusses trends affecting agents, key pain points, and options to help your business deliver a great experience for your customers.
Bob Lenarcik, RingCentral Senior CX Solutions Engineer for Partner Development and Joy Guharoy, RingCentral Senior Contact Center Sales Executive
10:15 AM

FirstNet Built With A&T
Terry will provide information about the FirstNet program, the only nationwide wireless broadband communications platform dedicated to America’s first responders and public safety community. He will discuss how this reliable, highly-secure communications platform brings reliability to public safety agencies and first responders—helping them make faster and better decisions to keep themselves and the public safe. Moreover, he will show how FirstNet is different from commercial carriers, including the fact that it has a dedicated public safety core that routes FirstNet traffic and encrypts network traffic within the core, creating a highly secure environment public safety requires.
Terry Darden, FirstNet Solutions Consultant
9:00 AM

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