AVAYA International Predictive Dialer User Group
Sharing knowledge and experience for over 19 years
http://www.avayapdsusergroup.com/
Dear, Call Center Manager
It’s that time again! Plan to join us Monday, September 20 through Wednesday, September 22, 2010 for the AVAYA Predictive Dialer User Group Training Summit & Vendor Expo, being held at the Suncoast Hotel & Casino in exciting Las Vegas, Nevada. This year we have continued the focus on dialer productivity, utilization, reporting mixed with a host of ancillary product offerings and opportunities. The summit will feature “how to” sessions on some of the more advanced uses of your equipment. We have also included self-help sessions such as project management. Meet new key vendor partners offering award-winning solutions to make your call center even more successful. We hope you will invest your time to get the most out of your system to increase your customer contacts effectively and efficiently. Here are just a few of the highlights to help get you there-
Call Center Idol:
We all know that no two call centers are alike and many users are able to overcome challenges by some time utilizing the PDS in ways it was never intended to be used. This will be an open discussion session for users to share those ideas. At the end of the session, the audience will vote on the most significant deployment in PDS utilization. In 2009 it was SWBC and this year it could be you! The 2010 winner will receive a digital SLR Camera!
Becoming more than an average call center: Stephen Vieau the winner of 2009 call center idol will conduct a session showing how to get the most out of your system including troubleshooting, data mining and open source application available to increase performance and utilization.
Dialer Problem Survivor: A fun, interactive session designed to teach skills necessary to keep your AVAYA PDS up and running at maximum efficiency including dialer maintenance.
AVAYA Voice Portal: Not only an industry leading IVR & Self Service application, it is the foundation for the next generation outbound application from Avaya -Proactive Outreach Manager(POM). In addition, Voice Portal is the entrée point to
Avaya's next generation contact center, Aura, and as such it brings with it SIP connectivity, increased scale, access to web services, multi-channel capabilities, and much more. This session will cover how current and future releases of Proactive Outreach Manager combines with Voice Portal to raise the bar for proactive outbound contact.
Managing Your Projects: Self Improvement, presenting, justifying and completing projects in a timely, effective way is the key to success. This session will show you best practices on managing all your projects not just dialers!
Call Center Round Table: This open session provides you with the ability to help build a world-class call center by listing the issues we all face as a part of our daily business. With the help of our vender partners, we’ll work together on resolving them.
AVAYA: Proactive Contact - 4.2 & 5.0 A look at what's new, what's coming and roadmap of feature changes.
Call Center Incentive Plans: Is your call center incentive plan helping, hurting or doing nothing? This session will look at the myths misconceptions of numerous plans including a study conducted as to what the agents think. After the session an open forum will be held to build the ultimate incentive program.
Open Forum with AVAYA: Your chance to ask AVAYA representatives what’s in store for 2011.
Strategies and Record Selections: We continue drilling down into functionality and usage of this critical part of the system . This session conducted by both AVAYA staff and experienced users. Have your questions or problems ready.
…and So Much More..!
Gold Service Award: You have the opportunity to nominate an AVAYA employee for the 2010 AVAYA User Group Gold Service Award which is presented each year to an AVAYA employee that has gone above and beyond the call of duty in providing help or solutions to call center problems. This is a great way to thank someone for a job well done. To enter your nomination, simply bring a brief write-up of the circumstances, along with the employee’s name and submit the information at the registration desk or to any committee member no later than 12:00 noon Wednesday, September 22, 2010. If you don’t recall the individual’s name, provide as much information as possible, including the approximate date of the incident and we will make every attempt to identify the nominee.
Meeting Agenda Summary
Ø Monday, September 20, 2010 6:30PM-10:00PM Cocktail reception & Vendor Exposition*
Ø Tuesday, September 21, 2010 8:00AM Breakfast, followed by user sessions.
Ø Tuesday evening, September 21 Networking dinner event & early registration prize drawing
Ø Wednesday, September 22, 2010 8:00AM Breakfast, followed by user sessions. Gold Service Award after lunch.
Ø Wednesday, September 22, 2010 4:30PM Conference ends with door prize drawings.
*Vendor Exposition runs concurrently throughout conference
*Special Pre-Conference Training Session--Advanced Use of Microsoft Excel Training takes place on Monday afternoon, before the start of the conference, but space is limited. Participants work from a laptop using data from their systems. The laptop is yours to keep at training’s end! The cost is $1,200.00 per person which includes conference fees. Contact the registration office at: 724-947-5453 for more details or email info@avayapdsusergroup.com. *Registration for this training session ends 8/15/10 or when class is filled.
REGISTRATION/FEES:
AVAYA PCS / PDS users: $ 429.00 (US) All Others: $ 679.00 (US)
All registration fees are per person and cover all meals and networking opportunities. You may invite a spouse or guest to the reception and networking event for a cost of $129.00 (US) per person. Please complete a registration form for each attendee. Fax to (724) 947-5676, call to register by phone (724) 947-5453
Cancellation Policy: Cancellations received 60 days or more prior to conference are subject to a 30% handling fee; no refund for cancellations received less than 60 days prior to conference.)
We sincerely hope to see you in September for an exciting, information-packed event! Once registered, you will receive an email confirmation letter and a more detailed agenda. If you require travel directions or have any questions regarding the conference, please visit the group’s web site at: http://www.avayapdsusergroup.com/ or contact any member of the Executive Committee listed below.
Sincerely,
The Executive Committee of the AVAYA PDS User Group:
Bill Schmiedecke Tammy Givens,
(412) 762-5651 (214) 505-0477
Tony Chambers Alex Demczak
(804) 594-1055 (724) 947-5453
AVAYA PDS USER GROUP MISSION STATEMENT
To provide a vehicle for AVAYA predictive dialer users to increase their knowledge on proper operation, utilization, and maintenance of their systems and other call center solutions in an environment conducive to networking.
http://www.avayapdsusergroup.com
Training To Build A World Class Call Center
2010 AVAYA International Predictive Dialer User Group
Meeting & Training Expo
Monday, September 20 – Wednesday, September 22 2010
Registration form- Please complete one form for each registrant. Return by mail, email or fax.
To register by phone call the Conference Office at (724) 947-5453 Fax 724-947-5676.
______________________________________________________________________________________________________________
First Name Last Name Spouse name if guest
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Company & Title
______________________________________________________________________________________________________________
Business Address
______________________________________________________________________________________________________________
City State Zip Country
______________________________________________________________________________________________________________
Phone Email Address
*Please provide User Information: #Number AVAYA PDS Dialers You Have: ________Total Seats:________
Registration/fees
(All funds due in US dollars; fees include conference and meals; excludes hotel accommodations)
$ 429.00 (US) AVAYA users $698.00 (US) non-users
*spouse rate (reception/networking dinner event) $ 129.00 (US) AVAYA users $229.00 (US) non-users
* Advanced Excel Training (includes one registration) $ 1,200.00 (US)
$______________TOTAL PAID
Payment method: _____ By Check; All checks payable to MUG ENTERPRISE
_____ By Credit Card (M/C____ VISA____AMEX_____ Discover_____)
_____________________________________________________________________________________________________________
Card Number Expiration Date Card code (3 digits on rear of card)
Name on Card/Authorized Signature______________________________________________________________________________
Billing address (if different from above)____________ _______________________________________________________________
Mail to: AVAYA Predictive Dialer System User Group
1199 Eldersville Road
Burgettstown, PA. 15021
Hotel details: Suncoast Hotel & Casino www.suncoastcasino.com/groups
Phone: 866-636-7111
9090 Alta Drive,
Las Vegas, NV 89145
Rate: $55.00 Single or Double occupancy - these rates will be held until August 25, 2010.
Reference note: AVAYA User Group room block AVAYA10,
Credit card settlement service provided by MUG Enterprise
