Coming Soon IAUG CONVERGE2013!

By Guy Clinch

Now Playing: Avaya Tech Talk #003 – IAUG CONVERGE2013

This week Guy talks about his recent trip to meet with International Avaya Users Group (IAUG), content committee, council chairs, IAUG professional staff and executives to plan the nearly 150 learning track session that will take place during the event, June 3-7, at the Gaylord Palms Resort & Conference Center, Orlando, Florida.

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Transcript:

Good day all! Guy Clinch here, advocate for the government customer in Avaya’s product development organization. Welcome to the latest episode of Avaya Tech Talk.

Today I stray a little from the topic of government. Readers of my blog at avaya.com/clinch will know that I am active in a number of industry organizations. I am just back from quick business trip to Chicago meeting with the leaders of one; the member driven International Avaya Users Group (IAUG) as part of the planning for the IAUG CONVERGE2013 which will take place June 3-7, at the Gaylord Palms Resort & Conference Center, Orlando, Florida.

Each year the majotiry of IAUG’s over 4,000 members gather for an energetic week of training, networking and interaction among fellow members, sponsors of the organization, Avaya leaders, and Avaya personnel from product management, support organizations and the Avaya learning organization in a dynamic and challenging environment.
Many of Avaya’s go-to-market and technology partners support IAUG’s mission though sponsorship and active participation.

I was joined in Chicago by two of my colleagues from Avaya; Angela Adams who is Avaya’s executive liaison to IAUG and Marge Rance who is one my fellow Avaya champion to the IAUG Councils. There are more than a dozen IAUG councils that function as special interest groups for technical topics ranging from Enterprise Core Communications to Contact Center, to Collaboration and Mobility and other topics including day-to-day support of the IAUG members including the Member Advocacy and Education and Professional Development councils.

The meeting in Chicago was with the content planning committee, the council chairs and IAUG staff to finalize the grid of educational session planned for the conference in June. This meeting was a significant milestone in a process that has been going on since October of last year.

Content for the conference is primarily driven by member advocacy which makes the event unique. As I’ve written in blogs including More than Worth More than Paid For at the 2011 IAUG,this is not your average tradeshow. Participants come with high expectations that they will return to their jobs enriched with new tools and a better understandings of how to leverage investment made by their companies in Avaya technologies.

The process of gathering content for IAUG CONVERGE2013 began last fall with a broad outreach to IAUG members, potential sponsors, Avaya personnel and other interested parties for content that will be included in the educational tracks that will be present beginning Monday June 3 at noon and continue throughout the conference until Friday.
Each council chair is responsible for reviewing and approving the sessions that will become the final agenda. I work most closely with Contact Center Council Chair Kelly Leister whose day job is with Sitel the leading global business process outsourcing provider of customer care and complementary back-office processes.

To solicit the participation from Avaya I reach out to subject matter experts from across the company including the product management teams, Research and Development, professional services, support organizations and Avaya Laboratories. Kelly and I then combine the Avaya proposals with submissions from IAUG members and sponsors.
We review the proposals against feedback received from members about the topics most interesting to them. We review survey data from previous conferences that tells us which topics were of most interest and which may bear repeating. We look at speakers who were most effective inviting back the best and we look towards the future for topics of emerging interest.

Having done most of this before traveling to Chicago we were ready to work with the other council chairs on scheduling. The IAUG events are of such great interest to the members, the sponsors and Avaya that there are always too many more proposed sessions for the available time and conference room space.

Some hard decisions had to be made. Not every session submitted could be accommodated. A bit of horse trading went on over the most advantageous spots on the agenda, the lengths of proposed sessions and potential of conflicting topics.

By the end of the day, though, the fittest had survived and with the help of Lydia Kamicar, Kristen Sutherland and Skye Hodges of the IAUG professional staff we all walked away satisfied that the grid of almost 150 educational sessions that will take place over the five days in Orlando will be one of the best agendas ever for this tremendous annual event.

My thanks and professional appreciation goes out to the member volunteers Tina Gjerdset of Wheaton Franciscan Healthcare, Jim Sposito of Penn State-University Altoona, Kim Heintze of Texas Guaranteed Student Loan, Dennis Manning of US Cellular, Jayne Hogle of the American Heart Association and an IAUG Board Member, Bill Moore of the Museum of Modern Art in New York, Lynn Hausmann of Magellan Health Services Magellan Health Services, Doug Leininger of Aetna Life Insurance and Sue Ryan of Mutual of Omaha for your teamwork and professionalism and your personal dedication to the strength of the organization and keeping up the tradition of the world class event that will be IAUG CONVERGE2013.

Thanks also to my Avaya colleagues Marge and Angela and the IAUG staff members Lydia, Kristen and Skye and IAUG Executive Director, Victor Bohnert for your dedication and support.

Dear podcast subscribers, I hope you’ll consider participating in this year’s event. You may obtain more information about the IAUG organization and IAUG CONVERGE2013 by visiting iaug.org.

Thanks for joining me here today on Avaya Tech Talk. You can subscribe to our episodes on iTunes and follow us on Twitter hashtag #APNpodcast.

Talking Tech, this has been your host, Guy Clinch the advocate for the government customer at Avaya!

Dear Listeners,
I’ll be honored if you chose to follow me on Twitter @gclinch check out my professional profile on LinkedIn and subscribe to my podcasts: http://AvayaTechTalk.com.

Warmest regards,
Guy W. Clinch

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Coming Soon @IAUG #Converge2013: @Avaya Contact Center Portfolio Strategy and Roadmap

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Avaya Tech Talk 015: with Linda Dotts and Laura Bassett about the Avaya Contact Center Portfolio Strategy and Roadmap at IAUG CONVERGE2013

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Synopsis:

In this episode of my Avaya Tech Talk podcast I continue a series of conversations about IAUG CONVERGE2013 that is taking place at the Gaylord Palms Resort & Convention Center in Orlando June 3-7, 2013. In this final episode in a series of conversation prior to the start of the conference I interview Linda Dotts, Avaya’s Vice President of Contact Center Product Management and Laura Bassett, Director of Marketing, Customer Experience and Emerging Technologies about the session Avaya Contact Center Portfolio Strategy and Roadmap, they will jointly host during the conference in Orlando June 3-7, 2013.

Linda Dotts Laura Bassett.jpg

During the Avaya Contact Center Portfolio Strategy and Roadmapsession participants will learn about Avaya’s software portfolio strategy for 2013 and beyond. This session will provide a detailed roadmap of key Avaya solutions and applications for Contact Centers and Customer Experience Management.

Later in the week Laura will present the session, Evolution to Next Generation Customer Experience Management . Participants in this session will hear more about Avaya’s vision and strategy for next generation customer experience and the contact center evolution scenarios that follow. Attendees will learn some of the key steps and options possible through the latest innovations and solutions enabled by the Avaya Customer Experience Framework.

Both Linda and Laura will be available throughout IAUG CONVERGE2013 participating in sessions and event and meeting with IAUG members, Avaya Customers, vendor partners, industry analysts and the press.

Join the conversation with your comments below!

Please note that during the IAUG CONVERGE2013, fellow APN Podcast host Mark Fletcher and I will be producing live interviews and content originating from Orlando. Please join us for a large amount of new content, industry insights and special announcements.

Thanks for listening to Avaya Tech Talk. You can subscribe to our episodes on iTunes, Player.fm and follow us on Twitter hashtag #APNpodcast.

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#Converge2013: @IAUG Member Advocacy, Got Issues Get Action!

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Avaya Tech Talk 014: with Bill Moore a member of the Board of Directors of the International Avaya User Group (IAUG)

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Synopsis:

In this episode of my Avaya Tech Talk podcast I continue a series of conversations about IAUG CONVERGE2013 that is taking place at the Gaylord Palms Resort & Convention Center in Orlando June 3-7, 2013. In this latest installment of the series I interview Bill Moore, Technical Infrastructure Manager at The Museum of Modern Art and a member of the Board of Directors of the International Avaya User Group (IAUG) about the IAUG Member Advocacy program and how it interacts with activities that take place during the conference in Orlando June 3-7, 2013.

Bill Moore

IAUG’s Member Advocacy programs go on 365 days per year. The programs make it as easy as possible for IAUG members to reach out for help when they need it. They have a number of options. The most direct method involves entering information about their issue directly into a form on the IAUG website, www.iaug.org. As soon as an issue is entered the issues are assigned it to a member of the Advocacy Committee for action. We will contact the appropriate resource at Avaya, or an Avaya business partner, to achieve resolution of the issue.

During IAUG CONVERGE2013 a number of session are scheduled that will feed member support requests, product enhancement suggestions and other parts of the process and product improvement dynamic that goes on throughput the year. My blog, The Power of the Customer/Supplier Dialectic describes this dynamic in which both the customers and Avaya benefit from the vigorous interactions of the IAUG Member Advocacy programs.

Session at IAUG CONVERGE2013 during which member issues will be collected include Advocacy: Sales, Services & Billing – International/Multi-National (Avaya Services & Maintenance) and The Future Needs Session is being held Thu, Jun 06, 2013 from 02:00 – 03:00 ET. The session allows participants to provide direct feedback to Avaya product managers and executives on what they want the future of Avaya’s contact center product portfolio to be.

Transcript:

[Guy]:
Good day all! This is your APN Podcast host Guy Clinch. This edition of Avaya Tech Talk continues the recent series of conversations in my role as Avaya Champion to the International Avaya Users Group – Contact Center Contact Center Council.

May I introduce you today to Bill Moore a member of the Board of Directors of the IAUG? Among the many ways Bill serves the organization is Bill’s role as chairman of the IAUG Member Advocacy Council. We’ll be discussing the IAUG Member Advocacy processes and other attributes of IAUG’s support for the organizations’ members.

Bill, welcome to Avaya Tech Talk.

[Bill]
Hi Guy, thanks for inviting me to join you today.

[Guy]
Bill, I’ve had the privilege of knowing you for a number of years through our mutual involvement in IAUG. Congratulations on your recent appointment to the Board of Directors. It is well-deserved recognition of how long and hard you have worked in support of IAUG and its member. What are some of the IAUG responsibilities that you care for?

[Bill]
Most of my duties at IAUG focus on serving our members. I chair the Cabinet of Council Chairs, a group made up of the leaders of IAUG member councils. Each of the councils specializes in a group of Avaya products or services. I also chair the Advocacy Council. This is a larger group that includes members of the C3, a few very experienced members of IAUG, and representatives from Avaya.

[Guy]
You’ve been caring for member advocacy for as long as I have known you. You’ve been a great driver in formalizing the processes. Please explain how the member advocacy processes work today in IAUG?

[Bill]
We’ve tried to make it as easy as possible for our members to reach out to us for help when they need it. They have a number of options. The most direct method involves entering information about their issue directly into a form on our website, www.iaug.org. As soon as an issue is entered, I receive a notification and assign it to a member of the Advocacy Committee for action. We will contact the appropriate resource at Avaya, or an Avaya business partner, to achieve resolution of the issue.

Other methods of engaging our help could be contacting one of the council chairs directly, or attending one of the Sales, Services, and Billing sessions at our annual conference. We respond to member issues brought to us in any manner.

[Guy]
Mark Burns of the IAUG member company Medimedia and Bill Jolicoeur of Avaya are hosting the Contact Center Future Needs session during IAUG CONVERGE2013. As part of this session they will collect member issues. Also at the conference there are Sales, Services, & Billing sessions at which member issues are collected. How will this information feed into the processes of the ways in which member’s issues are handled throughout the year?

[Bill]
Although we normally will receive about 50 member issues during the Sales, Services, & Billing sessions at the conference, our Advocacy program is engaged all year. We’ve made it easy for members to submit issues through the Issue Tracker on the homepage of www.iaug.org

[Guy]
What kinds of results do the IAUG member advocacy processes generate?

[Bill]
We track and follow every member issue until a satisfactory resolution is reached. About 1/2 of the issues brought to us are resolved within the first month. More complicated issues that may involve process or policy changes can take much longer. Status of all issues is posted on the IAUG website. We don’t close an issue until we’ve checked with our member to be certain the resolution was acceptable.

[Guy]
The member issues processes were trialed and launched in the United States. As IAUG serves a global community, I understand that member issues processes have recently been expanded. Please tell us about that.

[Bill]
For the first time last year, we held a special Sales, Services & Billing session for members from outside North America as well as those members who represent multinational enterprises. We recognize that our international members have a unique set of issues when dealing with Avaya and Avaya Business Partners. We’re committed to providing them the same level of service that we do for our North American members.

[Guy]
The focus of the member’s issues processes has been primarily related to IAUG’s relationships with Avaya. As the IAUG organization has grown to include a robust ecosystem of members of the Avaya global partner community, how does IAUG address issues that result from interactions with vendors other than Avaya?

[Bill]
An example is that this year we will be taking advantage of the overlap between CONVERGE2013 and the Partner Community Council (PCC) Conference by holding a preliminary discussion around how we can better represent IAUG members when they have issues with Business Partners. Our goal is to open a dialogue with the BP service leads in order to develop relationships that will allow us to find quick resolution to member issues.

[Guy]
What other programs fall under member advocacy at IAUG?

[Bill]
One of my favorite programs every year is the IAUG Service Excellence Award. We present it during our conference every year to an employee from Avaya or an Avaya business partner who has demonstrated an outstanding level of customer service to one of our members. We take nominations from members throughout the year, selecting the winner shortly before conference. The name of the actual winner is a closely guarded secret until the award is presented during the conference. It’s really one of the highlights of the conference every year. And…it’s a great way for us to say “thank you” to the people who make our jobs easier.

[Guy]
We’re almost done. Bill one last question, what would you say to someone who has not yet made up their mind to come to Orlando June 3-7, and attend IAUG CONVERGE2013?

[Bill]
I’ve attended a lot of conferences in my career. I can honestly say that IAUG offers a unique experience. We have some of the best training sessions you’ll find anywhere within our educational program. But more than that, you’ll have the opportunity to network with your peers from all around the world. You’ll meet people who are experts in every area of communications. Having the ability to call them and ask questions is an invaluable resource. It’s worth many times the cost of the conference.

[Guy]:
We’ve been speaking today Bill Moore a member of the IAUG Board of Directors chairman of the IAUG Member Advocacy committee about the processes in place supporting IAUG’s member issues. The issues resolution processes will kick into high gear during the upcoming IAUG CONVERGE2013 that is being held in Orlando June 3-7.

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Join the conversation with your comments below!

Please note that during the IAUG CONVERGE2013, fellow APN Podcast host Mark Fletcher and I will be producing live interviews and content originating from Orlando. Please join us for a large amount of new content, industry insights and special announcements.

Thanks for listening to Avaya Tech Talk. You can subscribe to our episodes on iTunes, Player.fm and follow us on Twitter hashtag #APNpodcast.

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Coming Soon @IAUG #Converge2013: Avaya Automated Experience Management

Avaya Tech Talk 012: A Conversation with Tore Christensen

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Tore Christensen

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Synopsis:

In this episode of my Avaya Tech Talk podcast I continue a series of conversations about IAUG CONVERGE2013 that is taking place at the Gaylord Palms Resort & Convention Center in Orlando June 3-7, 2013. I interview Tore Christensen Corporate Consulting Engineer at Avaya specializing in Speech and Self Service who is hosting a number of the sessions during the upcoming IAUG CONVERGE2013 that is taking place at the Gaylord Palms Resort & Convention Center in Orlando June 3-7, 2013.

Tore is an expert in helping enterprise organizations to deliver world-class customer service and business results by employing self-service and contact center tools. During the weeklong IAUG event Tore will give attendees presentations, training and hands on help. He will show how to improve the ways customers use the Avaya Aura® Experience Portal to provide differentiated wait treatment, how to increase Application Effectiveness Reporting, how to integrate with SIP, Computer Telephony Integration, Avaya Aura® Contact Center and how to support outbound applications with Avaya Proactive Outreach Manager.

Included in the agenda will be a session tailored to the needs of former Nortel Enterprise Systems customers teaching them about Avaya’s the consolidation of the joint product line and Avaya’s set of evolution options and roadmaps for legacy “blue” IVR customers. This session will discuss the roadmap for the Avaya Media Processing Server (MPS) product line and continued support of MPS customers. Attendees will discover the technical and commercial migration path for MPS customers to evolve their solution to a standards-based Avaya Aura® Experience Portal solution.

Listeners of this podcast and attendees to Tore’s sessions at IAUG CONVERGE2013 will come away with a set of actionable tools, insights and advice from leaders in the movement to use technology to gain the benefits of telework for organizations and our society.

Join the conversation with your comments below!

Please note that during the IAUG CONVERGE2013, fellow APN Podcast host Mark Fletcher and I will be producing live interviews and content originating from Orlando. Please join us for a large amount of new content, industry insights and special announcements.

Thanks for listening to Avaya Tech Talk. You can subscribe to our episodes on iTunes, Player.fm and follow us on Twitter hashtag #APNpodcast.

Google

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APN is Powered by Cachefly
CacheFly is the world’s fastest CDN, delivering rich-media content up to 10x faster than traditional delivery methods. With a proven track record and over a decade’s worth of CDN experience, companies around the world choose the CacheFly CDN for reliable and unbeatable performance. For more information, visit www.cachefly.com