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

With James Skay, Microsoft

Show details Hide details

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

Anna Riley Estoril Room

Customer Advocacy: Linda James, David’s Bridal

Show details Hide details

Breakout Session: Are you prepared?

Kai Kaufmann Porto Room

Customer Advocacy: Julie Terry, Schneider Electric

Show details Hide details
2:00 PM - 3:00 PM EDT

Breakout Session: Introduction to ConvergeOne and Contact Center Trends

Learn more about ConvergeOne and our capabilities, our Enghouse experience, and the trends we see in the contact center industry.

Show details Hide details

Breakout Session: Future Workplace: How technology is shaping the way we communicate!

Breakout Session: Texting in the call center 101

With Message Media

Show details Hide details
3:15 PM - 4:00 PM EDT

Panel Discussion "Cloudy with a chance of meatballs"

Conrad Ballroom

if you go “Cloud” – how do you get what you need and ensure you still differentiate the level of service you provide your customers. And what type of “Cloud” (none, hosted, service provider) is right for you.

Show details Hide 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

11:15 AM - 11:45 AM EDT

Breakout Session: Enabling Technologies

Breakout Session:The Expanded Impact of Modern Workforce Management

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

Customer Advocacy: Barb Yell, Evoqua

Show details Hide 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)

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
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

With James Skay, Microsoft

Show details Hide details

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

Anna Riley Estoril Room

Customer Advocacy: Linda James, David’s Bridal

Show details Hide details

Breakout Session: Are you prepared?

Kai Kaufmann Porto Room

Customer Advocacy: Julie Terry, Schneider Electric

Show details Hide details
2:00 PM - 3:00 PM EDT

Breakout Session: Introduction to ConvergeOne and Contact Center Trends

Learn more about ConvergeOne and our capabilities, our Enghouse experience, and the trends we see in the contact center industry.

Show details Hide details

Breakout Session: Future Workplace: How technology is shaping the way we communicate!

Breakout Session: Texting in the call center 101

With Message Media

Show details Hide details
3:15 PM - 4:00 PM EDT

Panel Discussion "Cloudy with a chance of meatballs"

Conrad Ballroom

if you go “Cloud” – how do you get what you need and ensure you still differentiate the level of service you provide your customers. And what type of “Cloud” (none, hosted, service provider) is right for you.

Show details Hide 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
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

11:15 AM - 11:45 AM EDT

Breakout Session: Enabling Technologies

Breakout Session:The Expanded Impact of Modern Workforce Management

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

Customer Advocacy: Barb Yell, Evoqua

Show details Hide 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
9:00 AM - 12:00 PM EDT

Executive Meetings (Upon Request)