2nd Annual Interactive Intelligence Conference for Australia & New Zealand 28 - 30 October 2014 • QT Hotel Gold Coast Join us at the second Annual Interactive Intelligence conference for Australia and New Zealand, where you’ll be able to learn from local industry analysts, consultants and senior product executives whilst also being able to meet other Interactive Intelligence customers and discover how they use the system. engage 2014 is the education, collaboration and networking event of the year! Give us 2 days and we’ll explore just how to leverage your current Interactive Intelligence solution for optimum results. Package inclusions Regular Rate Sydney & Melbourne Auckland & Perth $1300 $1650 Package includes: Return airfares & private transfers 2 nights accommodation at the QT in a deluxe room Daily breakfast at hotel and WIFI Full conference itinerary and delegate pack Online registrations at: inin.corp.ignitetravel.com Agenda Pre Conference 28th October 12:00 - 5:00 pm 5:00 - 6:00 pm 7:00 - 10:00 pm Pre event activities Registration open Welcome Cocktail Reception Conference Day1 29th October General TrackPresenter 8:30 - 8:50 am Opening engage 2014 Brendan Maree, Vice President JANZ, Interactive Intelligence 8:50 - 9:50 am World Class Adventurer Jamie Fitzgerald 9:50 -10:35 am New Model of Cloud-based Communications International Keynote Don Brown, CEO Interactive Intelligence 10:35 -10:45 am Break 10:45 -11:25 am Session to be confirmed 11:25 -12:30 am CX Journey Mapping Keynote Kristi Mansfield, Fifth Quadrant 12:30 - 1:30 pm Lunch Business TrackPresenter 1:30 - 2:15 pm Interactive Intelligence Product Strategy & Innovation 2:15 - 3:00 pm Customer Engagement Status: #Multichannel 3:00 - 3:45 pm Transforming the Customer Experience Through Omni Channel Engagements 3:45 - 4:00 pm Break 4:00 - 4:45 pm Decisions 4:45 - 5:30 pm Remote Working Strategies, Customer Case Study with First Assistance 5:30 - 7:30 pm Break Troy Plott, Product Manager & Zach Hinkle, CaaS Solutions Manager Michelle Marlan, Director Client Services with Hobson Bay City Council & Massey University Paul Rilstone, Strategic Consultant Troy Plott, Product Manager Moderated by Brad Starr, Manager Customer Transformation Service Technical TrackPresenter 1:30 - 2:15 pm Service Delivery Update Jean Volski, Regional Support Manager & Mario Pena, Engagement Manager 2:15 - 3:00 pm Social Strategies in the MarketPlace Stephen Irecki, Solutions Engineering Team Lead 3:00 - 3:45 pm Disaster Recovery and Business Troy Plott, Product Manager & Zach Hinkle, CaaS Solutions Manager Continuity 3:45 - 4:00 pm Break 4:00 - 4:45 pm CIC 4.0 Migration Best Practices Michelle Marlan, Director Client Services & Vince Zlomislic, Service Delivery Manager 4:45 - 5:30 pm How speech IVR’s can provide a Paul Rilstone, Strategic Consultant competitive edge 6:15 - 7:30 pm Break Demo TrackPresenter 1:30 - 2:15 pm 2:15 - 3:00 pm 3:00 - 3:45 pm 3:45 - 4:00 pm 4:00 - 4:45 pm 4:45 - 5:30 pm 6:15 - 7:30 pm Interaction DialerRamon Szeitszam, Solutions Engineer Tech Sales Greatest Hits! Rick Stansfield, Solutions Engineer PureCloud at a glance Dan Rood, Area Director PureCloud Break Reporting Data, Real-time statistics, and Stephen Irecki, Solutions Engineering Team Lead the people who love them… Did he really just say that? Using Interaction Rick Stansfield, Solutions Engineer Recorder® Record Customers Interactions Break Don Brown CEO & Founder Interactive Intelligence Jamie Fitzgerald World Class Adventurer Agenda Conference Day1 29th October Bonus SessionsPresenter 1:30 - 3:00 pm Customer Engagement Management - Marilyn Saulnier, Principal Consultant & Making Sense of It AllMalcolm Angell, Contact Centre Consultant 3:45 - 4:00 pm Break 4:00 - 4:45 pm Local Government User Session Dan Rood, Area Director PureCloud 6:15 - 7:30 pm Break Evening 7:00 - 8:00 pm 8:00 - 11:00 pm Pre-dinner Drinks Dinner & Awards 1920’s Great Gatsby Party Conference Day 2 30th October Business TrackPresenter 9:00 - 10:00 am 10:00 - 10:15 am 10:15 - 11:00 am 11:00 - 11:45 am 11:45 - 12:30 pm 12:30 - 1:30 pm Harnessing Trends in Technology and Business Priorities to Drive Strategic Value from the Contact Centre Break Customer Transformation Service The Social and Digital Sphere - Deepening Customer Relationships Customer Panel Lunch International Keynote Marilyn Saulnier, Director Contact Centre Consulting Brad Starr, Manager Customer Transformation Service Dan Rood, Area Director PureCloud Len Rust, The Rust Report Technical TrackPresenter 9:00 - 10:00 am When You’re Thinking of a Tier One WFM Brad Starr, Manager Customer Transformation Service Tool Think Optimizer. 10:00 - 10:15 am Break 10:15 - 11:00 am CaaS - All you need to know. Zach Hinkle, CaaS Solutions Manager 11:00 - 11:45 am Interaction Dialer – What’s new in 4.0? Stephen Irecki, Solutions Engineering Team Lead 11:45 - 12:30 pm CIC 2015 Release1 Troy Plott, Product Manager 12:30 - 1:30 pm Lunch Demo TrackPresenter 9:00 - 10:00 am Interaction Process Automation™ (IPA) Colin Steeples, Solutions Engineer 10:00 - 10:15 am Break 10:15 - 11:00 am Creating the Ultimate Agent and Ramon Szeitszam, Solutions Engineer Customer Experience with Customer Interaction Centre™ (CIC) 11:00 - 11:45 am Interaction Optimizer / Interaction Decisions Paul Rilstone, Strategic Consultant The latest and greatest 12:30 - 1:30 pm Lunch Bonus SessionsPresenter 9:00 - 12:00 pm Workshop Troubleshooting Tips and Tricks Jean Volski, Regional Support Manager 12:30 - 1:30 pm Lunch General SessionsPresenter 1:30 - 2:45 pm 2:45 - 3:00 pm Where We’re Going Conference Close Don Brown, CEO Interactive Intelligence