#BTLCS17 Encore

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britannic•• technologies

CONVERGENCE SUMMIT 2011

Convergence Summit #OnDemand Whether or not you had the opportunity to attend Convergence Summit 2017, we hope you’ll enjoy reliving the experience by flipping through our flipbook!

You’ll get • A recap of everything that went on at BTLCS17 • On-demand speaker presentations • Key insights + takeaways from the day that will help you improve your business communications

You’re invited to BTLCS18! Stay in the loop by signing up for updates!

Contents Introduction Convergence Summit 2017: What it was all about Speaker Highlights: Insight Sessions • Storytelling: The Missing Link in Your Technology Strategy Anthony Tasgal, Author, Trainer & Strategist

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The Role of the SI when AI meets EI Jonathan Sharp, Sales & Marketing Director, Britannic Technologies

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How to Build and Deliver a Compelling Digital Business Case Ioan MacRae, Managing director UK, Avaya

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Unified Communications and Collaboration in the Age of Digital Transformation Martin Bitzinger, General Manager – Enterprise, Mitel

Speaker Highlights: TechTalks • Could a Contact Centre for Skype for Business Be Right for Your Business?

Jeremy Payne, International VP Marketing, Enghouse Interactive

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Mitel Mobile-First Communications Martin Bitzinger, General Manager – Enterprise, Mitel

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How to Unlock the Value of Your Communications Data Andy White, Product Director, Red Box Recorders

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Delivering Transformation with Private Mobile Networks

Tadhg Kenny, Director of Business Development, Druid Software

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Introducing Avaya Breeze and Oceana

Gregg Widdowson, Customer Engagement Solutions Lead, Avaya

Invitation to BTLCS18

Introduction This year, Britannic Technologies had the pleasure of hosting its 14th Convergence Summit!

The Summit took place at Ascot Racecourse Pavilion on 9th November.

Offering unrivalled access to the latest thinking and solutions in telecoms, #BTLCS17 brought in senior technology and ICT experts from Britannic’s partner community and over 100 attendees.

The conference was not only a destination for insight into UC, CX and Connectivity, but also an opportunity to learn, grow as individuals and share ideas with IT pros and peers.

Whether or not you had the chance to attend, we hope you enjoy catching up on the highlights!

Special Thanks to our Partners

Convergence Summit 2017: What it was all about It’s a tumultuous and exciting time for IT and business leaders. On-demand and traditional workforces are merging. Empowered consumers are demanding personal and convenient experiences anytime, anyplace. New lifestyles, consumer technologies and ways of working are spilling over into the business world. As organisations start to embrace diversity and inclusiveness, many find that they need to become more creative and flexible to truly connect with different user communities inside and outside of the office. For many, it means changing how they do business.

Small adaptations or big transformation, communications technology can go a long way in bringing about change. After all, it provides the very tools that allow organisations to talk to and work with their employees, customers and business partners in the closest and most intuitive ways.

At BTLCS17, we explored how IT decision-makers and senior business leaders could create and scale an environment that supports fast-changing lifestyles, workstyles and customer service trends.

And we asked questions: How can communications technology be applied to meet your business requirements? How can you balance the need for hard technology ROI and performance with softer customer or user experience goals? How do you create enough positive momentum to help people tell positive stories about your brand?

If the sessions at BTLCS17 shared a collective message, it’s that change is possible, simply by learning the Art of Connecting, and, with the right guidance, faster than you thought. IT and technology leaders within organisations of all shapes and sizes recognised how they could actively and meaningfully influence the future of their businesses.

“Unlike other conferences that can be quite dry, this one was truly enjoyable. The speakers and exhibitors were really engaging and presented plenty of useful ideas that I can actually take back to the office.” – Group Customer Care & Call Centre Manager, Harratts Group

Speaker Highlights – Insight Sessions –

Speaker Highlights: Insight Sessions

Storytelling: The Missing Link in Your Technology Strategy Anthony “Tas� Tasgal, Trainer, Lecturer, Author and Communication Strategist

Meet Anthony Tasgal Tas is a man of many lanyards.

He runs a range of training modules through his own company and as Course Director for the Chartered Institute of Marketing, on Storytelling, Behavioural Economics, “Insightment� and Creative Briefing amongst others in the UK, US, China and UAE. He is an Associate Lecturer at London College of Communication, Bucks New University, Nottingham Trent and Beijing Normal Universities. He is also the author of The Storytelling Book, the awardwinning guide to using storytelling techniques to improve presentations and communication. His next book, The Inspiratorium, a compendium of insight and inspiration, is due to hit physical and virtual shelves in 2018.

The Keynote 40 powerful minutes of examples, questions and ideas that had the room put their heads over the parapet and discover how to use behavioural economics and the power of storytelling to influence technology success!

Tas explains why the future of business rests on the convergence of Technology and Storytelling.

As products and services are becoming increasingly commoditised, even in a world of unprecedented technological transformation, the shiny lure of tech, the glittering promises of Big Data and AI are no longer enough –if they ever were– to create differentiation, brand relationship and loyalty. The true differentiators are customer experience and creativity, which only an appreciation of universal human emotions and storytelling can bring to life.

Tas suggests: It is time to acknowledge that storytelling, emotion and empathy not only produce differentiation and customer loyalty, they will help forge happier, more inspiring and more productive companies, cultures and employees.

Watch the video

Speaker Highlights: Insight Sessions

How to Build and Deliver a Compelling Digital Business Case Ioan MacRae, Managing Director UK, Avaya

The Presentation If an organisation implements a digital transformation plan without a strategic plan, does it have an impact?

You probably know the answer. Now, what can you do about it?

Looking at the UK market, its key drivers for Digital Transformation and Customer Experience, and the merits of a solid initial business discovery process, UK Managing Director Ioan MacRae will illustrate how you can get digitisation right from vision to execution. With Avaya’s new portfolio including Cloud, Equinox, Oceana and Breeze, Avaya has a DX strategy for both existing and new customers, regardless of size, complexity or vertical, to help master digital to a point of competitive differentiation.

Meet Ioan MacRae Ioan helps businesses to transform their operations with advanced Cloud, Digitisation and Customer Experience solutions, at a pace and path that suits the organisation. He is Managing Director for the UK for Avaya and draws on over 20 years’ international sales and management experience and a deep understanding of telecoms and IT when working with customers and partnersPreviously VP Mid-Market for Avaya International (EMEA and APAC), Ioan’s understanding of the Avaya partner network and mid-market solutions will prove invaluable when developing the Mid-market GTM strategy across Europe.

At #BTLCS17, Ioan let us in on Avaya’s technology direction and how to rethink communications experiences for employees and customers.

Watch the video

Speaker Highlights: Insight Sessions

The Role of the SI when AI meets EI Jonathan Sharp, Sales & Marketing Director, Britannic Technologies

The Presentation Technology shouldn’t promise, it should deliver.

The big question is: “How can technology be used to meet operational performance goals AND deliver strong, positive experiences that your employees and customers will want to share with the world?�

The question is complex and so is the answer. The truth lies somewhere at the intersection of AI and EI, but getting the blend right is a tightrope walk. Jonathan breaks it down to give you a clear idea how you can strike a balance between the two and, step by step, drive organisational change with the help of technology and the support of engaged people and business partners.

Navigating automation and personalisation, he discusses the role of integration in achieving digital personalisation that is satisfying for customers, customer service processes that make life easier for your employees, and automation that cuts waste for your business. You might just see system integration in a new light.

Meet Jonathan Sharp Jonathan Sharp is a communications visionary and technology business leader with 20 years’ proven excellence in driving business innovation and transformation. Sales & Marketing Director at Britannic Technologies, he puts enthusiasm into technology adoption, helping businesses to connect with their customers and staff in the most efficient and intuitive ways.

Jonathan encourages IT and business leaders to think bigger and regularly shares ideas and strategies how to use communications technology better in customer workshops, seminars and at conferences. Throughout his tenure he has introduced a number of technology innovations and led large technology deployments for both private and public sector organisations.

Watch the video

Speaker Highlights: Insight Sessions

Unified Communication and Collaboration in the Age of Digital Transformation Martin Bitzinger, General Manager – Enterprise, Mitel

The Presentation In a world rapidly evolving through digital transformation, you can bet changing technologies, from unified communications and collaboration (UCC) to Internet of Things (IoT)-enabled devices, are top priority for any CIO. Today’s reality is that there’s a long list of issues and challenges that have to be dealt with on a daily basis. Now, CIOs are looking at present and future challenges and opportunities that come with Digital Transformation: Giving machines a voice, new advancements in unified communications and collaboration and the evolution from IoT to IoE (a.k.a the Internet of Everything).

Martin discusses how to navigate these changes and make forward-thinking decisions that will positively impact your business.

Meet Martin Bitzinger Martin Bitzinger is General Manager Enterprise at Mitel and is responsible for Mitel’s Enterprise Business globally.

Previous to this assignment, as SVP Product Portfolio, Martin was responsible for running Mitel’s product management organisation. He joined Mitel as a result of Mitel’s acquisition of Aastra in 2014 where he was the VP for Strategic Technology Development. Prior to his time at Aastra, Martin founded Comdasys AG, a company specialising in Fixed Mobile Convergence solutions and was its CTO until the company was acquired by Aastra in 2012.

Martin holds a B.Sc. degree in Computer Science from Santa Clara University as well as a Master’s degree in Informatics from the Technical University in Munich.

Watch the video

Speaker Highlights – TechTalks –

In bite-size solution sessions, technology experts discussed real-world issues, offered practical solutions and stirred the audience’s curiosity.

Speaker Highlights: TechTalks

Could a Contact Centre for Skype for Business be the Right Prescription for your Business?

Jeremy Payne, VP of Marketing, Enghouse Interactive

Watch the video The contact centre is more than just the beating heart of an organisation - it's also the eyes, ears and voice of the operation. Ensuring all these functions are running at peak performance is essential to keep the rest of your business operating effectively. Hear customer examples of how to prepare for deployment, migrate your contact centre and automate routine customer requests.

You’ll walk away with plenty of tips to improve flexibility and efficiency across your contact centre operation.

Speaker Highlights: TechTalks

Delivering Digital Transformation with Private Mobile Networks Tadhg Kenny, Commercial Director, Druid Software

Watch the video Tadgh discusses how Druid’s private 4G networks enable the latest industry innovations for global leaders in the Automotive, Shipping, Oil & Gas, Public Safety, Healthcare, Hospitality and Manufacturing industries. During this session you will discover how Druid dedicates 4G data that delivers guaranteed QoS, QoE for Enterprise comms and Digital Automation solutions over the most secure and resilient mobile networks.

Speaker Highlights: TechTalks

Mitel Mobile-First Communications Martin Bitzinger, General Manager – Enterprise, Mitel

Watch the video Mitel innovates at the intersection of mobile, enterprise and the cloud to develop new technologies. Its IoT reference architecture allows you to leverage the Mitel products and solutions you have today and take on tomorrow. It enables digital transformation and creates new customer value.

Mitel’s real-time collaboration gives machines a voice by enabling connectivity of data, ability to analyse and create rules based scenarios to coordinate an effective response to each situation. Mitel’s Embedded Communications leverages API and SDKs to allow developers to embed realtime communications into vertical-specific business SaaS applications allowing end-to-end work order management, better response to urgent customer requests, and improved service levels to customers.

Hear about some of these new developments and how Mitel integrates them into everyday business communications.

Speaker Highlights: TechTalks

Unlock the Value of Your Communications Data Andy White, Product Director, Red Box Recorders

Watch the video

Andy helps you understand the power of automatic speech recognition and converged data capture in delivering key business and customer insights.

Speaker Highlights: TechTalks

Introducing Avaya Breeze and Oceana Gregg Widdowson, Digital Engagement Lead, Avaya

Watch the video A key element in any digital transformation strategy is having a modern, open platform that allows companies to adapt quickly to market changes and to adopt new technologies across the entire Enterprise. Come and see how the Avaya Breeze platform provides businesses with agility to meet their communication challenges and how Avaya is using it to transform Customer Experience with Avaya Oceana.

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