GenAI & Amazon Connect Workshop | Santa Clara, CA
Thursday, December 14, 2023 | 11:00am-5pm PT
Location: Amazon Lab 126 (SJC25) Tron Room (440)
2795 Augustine Drive, Santa Clara, CA 95054
Space is limited, please register early.
This hands-on workshop promises an immersive and insightful experience, equipping attendees with the knowledge and skills to harness Amazon Connect's capabilities for enhanced, omnichannel CX. As organizations strive to create meaningful customer engagements, this workshop offers an invaluable opportunity to explore, learn, and master the art of crafting exceptional omnichannel experiences.
The workshop will kick off with a visionary session titled "Art of the Possible," where participants will embark on a journey to reimagine CX experiences and engagement using the transformative potential of Amazon Connect and recently released GenAI, Amazon Bedrock. Through engaging presentations and thought-provoking discussions, attendees will gain a deep understanding of how to leverage cutting-edge features to create unparalleled customer and agent interactions.
”Realizing Customer Outcomes & Business Value" takes the discussion to a pragmatic level, sharing real-world success stories where Amazon Connect has driven remarkable customer outcomes and tangible business value. Through in-depth customer examples, attendees will gain a nuanced understanding of how this solution can be harnessed to achieve strategic objectives and foster lasting customer relationships.
“Amazon Connect LIVE” showcases real-time how InterVision's ConnectIV CXTM, powered by Amazon Connect, seamlessly integrates diverse communication channels into a unified interface. The demo showcases the system's versatility in managing interactions, personalizing engagement, and optimizing agent workflows for maximum efficiency and customer satisfaction. Plus the seamless integration with Gen AI, Amazon Bedrock.
The pinnacle of the workshop lies in the "Hands-On Workshop" segment, where attendees will roll up their sleeves and embark on a guided journey to explore their own contact center instance using Amazon Connect. Facilitated by experienced experts from Local Measure, this practical exercise will empower participants to navigate the platform, by creating flows, placing test calls, experiencing a day in the life of an agent, and gaining exposure to management/reporting capabilities. (NOTE: to participate in the workshop, please bring your own laptop.)
Agenda:
11:00A Arrival & Check-In
11:30 Welcome & Introductions & Lunch
Noon Program Begins
Art of the Possible - CX re-imagined with Amazon Connect & Amazon Bedrock (GenAI)
Realizing Customer Outcomes & Business Value - Customer Examples
1:30P Discussion / Break
1:45P Interactive Session*
Amazon Connect & Amazon Bedrock (GenAI) Live Demo
Hands on Amazon Connect Customer & Agent Experience
4:15P Wrap-Up / Questions and Next Steps
4:30P Happy Hour / Networking
*Business and Technical tracks available.
You are responsible for your own lodging and transportation, if traveling from beyond the San Jose/Santa Clara area.
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day 2AGENDA
*Please note: Agenda may be subject to change. Times listed are Eastern Time.
DAY 1
11:30 | Welcome & Housekeeping
Jeff Ton, Moderator & Strategic Advisor, InterVision
11:35 | New Era of Customer Experience – Stronger Together
Jonathan Lerner, President & CEO, InterVision
12:00 | What’s Here Now? What’s Next. Stepping into the Application, Data and AI Modernization World
Brent Lazarenko, VP – Innovation, InterVision
1:00 | What Can You Afford to Lose? Importance of an IR Plan
Arctic Wolf with Adam Scamihorn, Product Manager, InterVision
2:00 | Out of the Basement & Into the Cloud – Data Led Migration
AWS & NetApp with John Gray, CPO, InterVision
2:45 | Security in the Cloud: A Shared Responsibility
David Gaffney & Zach Moore, COE Leaders, InterVision
3:30 | Microsoft 365: Do More with Less
Rob Spitzer, Director, Microsoft Cloud Services
4:00 | End of Day 1 Wrap-Up
DAY 2
11:30 | Welcome to Day 2
Jeff Ton, Moderator & Strategic Advisor, InterVision
11:35 | Value of Partnerships – 30 Years & Going Strong
Tony Bailey, EVP, InterVision, Jonathan Bunce, AVP, InterVision, & Key Strategic Partners
12:00 | Meeting of the Minds: A Candid Conversation
Vickie Landeche, SVP, InterVision
12:30 | Beyond Keeping the Lights On: Operations Center Essentials
Ben Martin, VP, InterVision
1:00 | Panel: You Had Me at Hello – Future of Omnichannel Communications
Brad Holland, Josh Ellis, Michael Molla, Matt Campbell, Collaboration Experts, InterVision
2:00 | Ransomware IS a Disaster
Adam Scamihorn, Product Manager, InterVision
2:45 | Keeping One Step Ahead – Data Breach to Data Extortion
Darren Manners, Founder, RedSpy365®
3:30 | Building a Solution Factory
John Gray, CPO, InterVision & Kevin Van Mondfrans, VP Product Management, InterVision
4:00 | Wrap-Up / Raffle
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Saying “we’ll never spam you” is like saying “we’ll never burgle your house while you sleep.” Stop terrifying people and start persuading them!
Saying “we’ll never spam you” is like saying “we’ll never burgle your house while you sleep.” Stop terrifying people and start persuading them!
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