Conference Program

KEYNOTE ANNOUNCED

Combatting Cybersecurity Threats with Behavioral Analytics

Jennifer Blatnik
VP, Cloud, Security, Enterprise Marketing

Wednesday, January 30 Thursday, January 31 Friday, February 1
Exhibit Hall Hours 5:00-7:00pm 11am-4:00pm 11:00am-2:00pm
Conference Fee Guarantee

Days


Tracks

Tuesday, February 11, 2020
Wednesday, February 12, 2020
9:00-9:55am
Wednesday - 2/12/20
Future of Work (Room 221)
Voice Assistants and Chatbots: What You Can and Can't Do... and What We Want to Be Able to Do
FOW-01
Principal
J Arnold & Associates
Group Editorial Director
TMC
Head of Growth and Education
Smith.ai
Senior Director of Solutions Engineering
netsapiens
Voice assistants and chatbot penetration continues to grow, creating not only a demand for new AI applications and voice-enabled devices, but also ensuring voice’s future as a critical business communications channel. That creates and opportunity to leverage current and emerging AI technologies to create innovative new business models. This session will look at what is currently possible with AI-based interactions, what isn’t and what is on the horizon based on what we want (and what we think we want).
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  Business Communications Solutions
  Future of Work
  MSP Solutions
  Open Source Solutions
  SD-WAN Solutions
  Service Provider Solutions
10:00-10:25am
Wednesday - 2/12/20
Future of Work (Room 221)
From IVR to Alexa: Humanizing Voice Apps
FOW-02
CEO/ Telephone Voice Talent
The IVR Voice.com
This session will discuss the development and creation of the voices behind AI-driven applications.
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  Business Communications Solutions
  Future of Work
  MSP Solutions
  SD-WAN Solutions
  Service Provider Solutions
10:30-10:55am
Wednesday - 2/12/20
Future of Work (Room 221)
Use AI To (Virtually) Hug Your Customer
FOW-03
Director Strategic Communications, Cisco Contact Center
Cisco
You’re in a taxi on your way to the airport when your airline app sends you a notification message, an email, a phone call, and a text. “Hi, Barbara, your connecting flight #2001 has been cancelled due to poor weather conditions. I see that tomorrow is your birthday, so we want to get you home safely today. We have two alternative flights for you. Please select your preference.” From your smartphone app, you select the flight. The app replies with flight confirmation information, and follows up with an email and a text. The airline knows who you are, they know your situation, they know when it’s your birthday, they know about the cancelled flight, and they know your preferred connecting cities based on past flights. Later, when you arrive at your connecting city, you receive another notification inviting you to their lounge for a birthday drink, along with its location. This is the power of cloud data analytics and artificial intelligence (AI) and it’s revolutionizing the business-customer relationship. But, in order to achieve this result, businesses need to realize the role AI and machine learning (ML) can play within its customer service-focused systems such as the contact center. AI and ML can provide bot self-services and virtual customer assistants to help agents with real-time context, cognition, and intelligence. AI helps you predict what each customer will need next, and it puts context around the customer experience and delivers it across every channel. AI can also remove mundane tasks and ensures agents have information at their fingertips, so that they can care for each customer at a highly tailored, individualized level. This session will discuss: The role AI & ML will play in the future of business-customer relationships, and how AI & ML will not only simplify business processes when it comes to customer service but also greatly enhance the customer’s experience, building stronger bonds of loyalty and trust.
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  Business Communications Solutions
  Future of Work
  MSP Solutions
  SD-WAN Solutions
  Service Provider Solutions
1:00-1:55pm
Wednesday - 2/12/20
Future of Work (Room 221)
Meet Your New AI-enabled Business Communications
FOW-05
CEO
Glance Networks
CTO & VP of Technology
Unified Office
CEO
Phone.com
AVP of Product Marketing
RingCentral
Partner
IntelliCom Analytics
Business communications has long suffered from inefficiencies that create redundant effort and wasted time – time that would be better used for generating business opportunities and revenue. AI is helping solve many of these communications challenges by driving more efficient processes using the massive amounts of data businesses and their customers generate. It’s no longer a theory – it’s a must in order to deliver the best in customer experiences, enable workers to maximize their productivity, and support digital transformation initiatives. This session will discuss the trends driving the use of AI in business communications, and how they are impacting businesses, their customers’ experiences and, ultimately, helping companies grow.
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  AIOps Solutions
  Business Communications Solutions
  Future of Work
  MSP Solutions
  Open Source Solutions
  SD-WAN Solutions
  Service Provider Solutions
2:00-2:25pm
Wednesday - 2/12/20
Future of Work (Room 221)
Case Study: Enhancing Customer Experience with AI
FOW-06
Chief Information Officer
RandallReilly
This session features a business that believes CX is the new competitive battleground. Greater competition and growing consumer power have eroded traditional product- and service-based differentiation, forcing firms to seek new, more durable forms of competitive advantage. CX is the only sustainable source of competitive differentiation. With this goal in mind, SimpleTire set out provide information to its customers at a speed ‘Faster than Real Time.’ The wise say you can’t predict the future but, the fact of the matter is that we must, or we can’t keep up with the present. When a customer needs help, companies need to know a great deal ahead of “real” time in order to make decisions quickly enough. This session explores the process SimpleTire went through to accomplish that by creating a system to convert (a) text to speech, (b) speech to text, and (c) intelligent conversation with customers using chatbots.
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  AIOps Solutions
  Business Communications Solutions
  Future of Work
  Open Source Solutions
2:30-2:55pm
Wednesday - 2/12/20
Future of Work (Room 221)
Meetings Reimagined: How to Transform Your Organization’s Meetings from Culture Killers to Productivity
FOW-13
Principal
J Arnold & Associates
VP, Product Marketing
BlueJeans
Let’s face it—there are some meetings you attend that are a complete waste of time. You know it, we know it, everyone knows it. The problem is that many employees don’t feel comfortable rejecting meeting invitations or they have Meeting FOMO…fear of missing out. The good news is that recent technological advancements have the power to dramatically shift meeting culture to help employees focus on getting the most out of every meeting. This session will provide an overview of the current state of meeting culture across organizations and highlight recent innovations that will allow employees to accelerate meeting productivity, while optimizing how they allocate their most precious resource—their time.
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  AIOps Solutions
  Business Communications Solutions
  Future of Work
  Open Source Solutions
3:00-3:55pm
Wednesday - 2/12/20
Future of Work (Room 221)
Re-imagining the Workspace Experience
FOW-08
VP, Product Marketing
BlueJeans
Director, Solution Architects, Global Cloud & SP Group
Poly
As the AI market has developed and matured, there are more tools available with the promise of improving your workplace. It’s an important decision for the CIO and IT management team. The right tools can help you build a future-proof workplace. The wrong tools will disrupt your culture and cause users to be skeptical of future updates. How do you determine which tools will fit your organization and drive productivity and which ones to carefully evaluate? This panel of AI leaders from disruptive companies will discuss best practices for evaluating your organization and identifying the tools that will automate the mundane and fuel creativity and collaboration.
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  AIOps Solutions
  Business Communications Solutions
  Future of Work
  MSP Solutions
  Open Source Solutions
  SD-WAN Solutions
  Service Provider Solutions
Thursday, February 13, 2020
1:00-1:55pm
Thursday - 2/13/20
Future of Work (Room 221)
Intelligent Enterprise for the Customer of the Future
FOW-09
SVP of Business Development
Phone.com
AVP, Customer Engagement
RingCentral
Sr. Cloud Technologist
Avaya
Solutions Engineer
Intelisys
Dir, Solution Consulting
Five9
Today’s customers expect companies to be available 24/7, and they expect service and engagement to be personalized and customized based on their needs and experiences, across all channels. The only way to effectively accommodate that demand is by leveraging AI to soft through massive amounts of data and deliver the amazing experiences customers expect. This session will bring attendees on a journey to the customer experience of the future, discussing why AI is the path to exceptional experiences and how to bring AI into your customer engagement strategy.
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  AIOps Solutions
  Business Communications Solutions
  Future of Work
  MSP Solutions
  SD-WAN Solutions
  Service Provider Solutions
2:00-2:25pm
Thursday - 2/13/20
Future of Work (Room 221)
Why Omnichannel, Why Now?
FOW-07
co-founder & CEO
Edify
You want your customers to love you, right? Then you’ve got to meet them where they are! They want to serve themselves and generally do less work to give you their business. And when they need to talk to a human, they only want to deal with one. As customers, we can do everything with the phones in our pockets. Why can’t we use that same technology to interact with the brands we do business with? Companies have to catch up! Omnichannel has been a dream in the communications space for a long time, but it’s been a struggle for many organizations to implement. Thanks to new cloud-native, unified solutions, it’s easier than ever to achieve true omnichannel functionality and keep customers loving your brand!
Register me
  AIOps Solutions
  Business Communications Solutions
  Future of Work
  MSP Solutions
  SD-WAN Solutions
2:30-2:55pm
Thursday - 2/13/20
Future of Work (Room 221)
How G Suite uses ML to improve user experience
FOW-11
Customer Engineer, Google Cloud
Google
Much of our daily work includes mundane tasks like searching for the documents we need, formatting emails or slides, and sifting through messages and calendar invites. These menial tasks can get in the way of the innovation that leads to business growth and makes work meaningful. Let's learn how G Suite has tackled this challenge with AI and machine learning, including features like Smart Compose for Gmail, Explore for Docs, Sheets and Slides, and Quick Access in Drive.
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  AIOps Solutions
  Business Communications Solutions
  Future of Work
  MSP Solutions
  SD-WAN Solutions
3:00-3:55pm
Thursday - 2/13/20
Future of Work (Room 221)
Using Voice as an Authentication and Security Tool
FOW-12
EVP/CTO
Phone.com
Senior Solutions Consultant
Five9
Principal
Cidera Analytics
SVP, Cloud Operations
RingCentral
Security is at the top of every business’ list of priorities – at least it should be. As voice applications continue to evolve and as user acceptance of and comfort with voice recognition grows, what implications does voice have for new security strategies? This session will discuss the advances in voice technology that can help businesses leverage voice as a security and authentication mechanism and build security into the conversational thread instead of requiring separate security transactions.
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  AIOps Solutions
  Business Communications Solutions
  Future of Work
  MSP Solutions
  Open Source Solutions
  SD-WAN Solutions
  Service Provider Solutions
Friday, February 14, 2020
9:30-9:55am
Friday - 2/14/20
Future of Work (Room 221)
Session Details in Development
FOW-10
  Future of Work
  MSP Solutions
10:00-10:25am
Friday - 2/14/20
Future of Work (Room 221)
The Dark Side of AI
FOW-14
Director of Engineering
Adobe Digital Voice & Video
Machine learning has been sweeping our industry, and the creativity it is already enabling is incredible. On the flip side, there has also been the emergence of technology, like Deep Fakes, with the possibility to spread disinformation. As a tool maker, is our technology neutral, or are we responsible for creating technology for good? How should we be thinking about biases of multiple forms when training AI? What can go wrong when learning is applied to indiscriminate user data? This session will consider these issues from multiple angles, weighing the positives of technology against their potential misuses.
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  Future of Work
  MSP Solutions
  Open Source Solutions
  SD-WAN Solutions
10:30-10:55am
Friday - 2/14/20
Future of Work (Room 221)
Programmable Communications Power Greater Productivity for the Workforce
FOW-15
Vice President & Chief Architect
Vonage
The age of conversational commerce is here, and the right communications technology tools are key to ensuring human agents are having meaningful interactions with customers at every touch point. With the increasing availability of open APIs, application and programmability capabilities are not an either/or equation anymore, and businesses today do not need to build everything from scratch to create a solution tailored to their needs. Next-gen APIs, enterprise applications and intelligent technologies allow brands to build innovative communications experiences for customers and increased productivity for the workforce. Intelligent communications can enhance the connection point between businesses and their customers, helping to drive better business outcomes. This session will illustrate how the unique combination of unified communications, contact center solutions and innovative programmable communications via APIs can empower brands to provide enhanced customer service through personalized and contextual communications, while enriching and streamlining human agents to be more productive. Learn how businesses are leveraging these tools to solve problems and address customer demands, all according to their unique preferences and needs.
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  AIOps Solutions
  Future of Work
  MSP Solutions
  Open Source Solutions
  SD-WAN Solutions
11:00-11:55am
Friday - 2/14/20
Future of Work (Room 221)
AI and the Sales & Marketing Cycle
FOW-16
Principal
J Arnold & Associates
Principal
Ghostpoint
CEO
Mojo Marketing
Professor
Florida Atlantic University
This session will discuss the impact of AI on the customer acquisition process, from marketing through sales execution. How is AI changing marketing strategy? How can automation be used to create more efficient and productive sales processes? What strategies should businesses follow to integrate AI into their sales and marketing workflows to increase conversion rates and customer retention?
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  AIOps Solutions
  Business Communications Solutions
  Future of Work
  MSP Solutions
  Open Source Solutions
  SD-WAN Solutions

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