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Schedule

MONDAY, MAY 1, 2017

8:00 AM - 3:00 PM EDT

Admin / Product Training

Conrad Ballroom

8:00 AM - 3:00 PM EDT

Executive Networking Event

Miami Beach Golf Club

12:00 PM - 5:00 PM EDT

 Registration
Outside Conrad Ballroom

6:00 PM - 8:00 PM EDT

Welcome Reception
Level 25 Bar

TUESDAY, MAY 2, 2017

7:00 AM - 8:45 AM EDT

Registration
Outside Conrad Ballroom

7:30 AM - 8:30 AM EDT

Breakfast
Lisbon A&B

8:30 AM - 9:00 AM EDT

Welcome with Ernie Wallerstein

Ernie Wallerstein Conrad Ballroom

9:00 AM - 10:00 AM EDT

Keynote Presentation: “Unlocking the Power of the Customer Journey” with Jim Rembach
Jim Rembach Conrad Ballroom

10:15 AM - 11:00 AM EDT

Enghouse View of the Market with Alex Black

Alex Black Conrad Ballroom

11:00 AM - 12:00 PM EDT

Enghouse Highway - Product Roadmaps with John Cray

John Cray Conrad Ballroom

12:00 PM - 1:00 PM EDT

Lunch ( Partner Pavilion)

Lisbon A&B

1:00 PM - 1:45 PM EDT

Breakout Session:The Future of the Collaborative Contact Center with Skype for Business

,
 Sandra Crawford , James Skay- Microsoft Santa Cruz Room
Show details

Breakout Session: Communications Centre: Recognizing the value of customer experience

Anna Riley Estoril Room
Show details

Breakout Session: Are you prepared?

Kai Kaufmann Porto Room
Show details

2:00 PM - 3:00 PM EDT

Breakout Session: Introduction to ConvergeOne and Contact Center Trends

Collin McBride- ConvergeOne Porto Room
Show details

Breakout Session: Future Workplace: How technology is shaping the way we communicate!
John De Los Reyes- SoftwareOne Santa Cruz Room
Show details

Breakout Session: Texting in the call center 101

Brian Ford- Message Media Estoril Room
Show details

3:15 PM - 4:00 PM EDT

Panel Discussion "Cloudy with a chance of meatballs"

Conrad Ballroom
Show details

5:00 PM - 6:00 PM EDT

Happy Hour and Networking (Partner Pavilion)

Lisbon A&B

6:00 PM - 9:00 PM EDT

Customer Appreciation Party

Conrad Pool Side

WEDNESDAY, MAY 3, 2017

8:00 AM - 9:00 AM EDT

Breakfast
Lisbon A&B

9:00 AM - 10:00 AM EDT

Keynote: "Helping your team deal with change in a humorous way" with Kris & Tim O'Shea
Tim and Kris O'Shea Conrad Ballroom

10:15 AM - 11:00 AM EDT

Breakout Session: Practical uses for Quality Assurance and Speech Analytics
Nathan Kryger Estoril Room

Breakout Session: Leveraging CRM to create ENGAGING customer experience

Bart Markandaier Santa Cruz Room

Breakout Session: The Future of the Collaborative Contact Center with Skype for Business
Sandra Crawford , James Skay- Microsoft Porto Room

11:15 AM - 11:45 AM EDT

Breakout Session: Enabling Technologies

Bill Vollerthum- Enabling Technologies Estoril Room

Breakout Session:The Expanded Impact of Modern Workforce Management

Daryl Gonos- Workforce Management Software Group , Roger Woolley- Workforce Management Software Group Porto
Room

12:00 PM - 1:00 PM EDT

Lunch ( Partner Pavilion)

Lisbon A&B

1:00 PM - 2:00 PM EDT

Who wants to be a millionaire ( well not really a million)

Ernie Wallerstein Conrad Ballroom

2:15 PM - 3:00 PM EDT

Breakout Session: Communications Centre: Recognizing the value of customer experience

Anna Riley Porto Room
Show details

Breakout Session: Intelligent Self Service; the rise of the machine

John Goodwin Estoril Room

Breakout Session: Leverage Support to Improve TCO

Bennie Grant Santa Cruz Room

2:15 PM - 4:00 PM EDT

Private Event( invite only): Customer Advisory Board

 John Cray Santa Cruz Room

3:15 PM - 4:00 PM EDT

Breakout Session: Practical uses for Quality Assurance and Speech Analytics
Nathan Kryger Porto Room

Breakout Session: Intelligent Self Service; the rise of the machine

John Goodwin Estoril Room

Breakout Session: Leveraging CRM to create ENGAGING customer experience

Bart Markandaier Faro Room

4:15 PM - 4:45 PM EDT

Closing Session
Ernie Wallerstein Conrad Ballroom

6:00 PM - 7:00 PM EDT

Happy Hour and Networking (Partner Pavilion)

Lisbon A&B

7:00 PM - 10:00 PM EDT

Closing Dinner and Prizes

Conrad Ballroom

THURSDAY, MAY 4, 2017

9:00 AM - 12:00 PM EDT

Executive Meetings (Upon Request)

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