Full Agenda

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Nov 11 Sunday

12:00 pm
RingCentral Office Admin 1: Getting Started

RingCentral University


If you are new to the world of RingCentral administration, or have a bit of experience but want to up your game, this workshop is for you. As a RingCentral Administrator, you need to know how to configure your phone systems and manage users. Topics include common troubleshooting tips and best practices that will help you streamline your daily business communications. In this workshop, you’ll go through the fundamentals of the RingCentral platform, including our collaboration tool, the RingCentral app; RingCentral Meetings; and a variety of integrations that allow you to access RingCentral directly from the systems you use most often, so you can make the most of your RingCentral investment.

12:00 pm
RingCentral Office Admin 2: Technical Overview

RingCentral University


In this workshop we’ll look at how SIP is used for initiating, maintaining, and terminating real-time sessions for voice, video, and messaging applications. During the session we will be demonstrating best practices for number porting, troubleshooting, and configuring your SIP phones. You’ll leave with tactical tips for extending the power of the RingCentral platform.

12:00 pm
RingCentral Contact Center Admin 1: Getting Started

RingCentral University


This workshop introduces RingCentral’s Contact Center essential concepts and provides participants with the knowledge and skills required to effectively manage your users, such as adding and removing users, associating them to teams, and leveraging different skill assignment options for your agents. This course is the first of a two-part series that covers updating skill information, service levels, and basic troubleshooting steps that you can leverage to ensure your contact center is performing at its best. It is highly recommended that participants complete Part 1 before attending the Part 2 Beyond the Basics course. This workshop series is targeted at System Administrators that are either new to RingCentral or have had limited use of RingCentral Contact Center. The content is also targeted at Systems Administrators that have little to no contact center administration experience.

Nov 12 Monday

8:30 am
RingCentral Office Admin 2: Network Requirements and Troubleshooting

RingCentral University


Learn the underlying technologies on how IP networks prioritize and deliver a VoIP call, and then learn how to analyze and optimize that traffic. This course explains the elements of the SIP and RTP protocols, and then we will demonstrate the uses of Wireshark as a tool to analyze actual network communications.

8:30 am
RingCentral Office Admin: Getting Started for Small/Medium Businesses

RingCentral University


Being able to communicate with employees and customers in a variety of ways is essential for your business success. This means taking advantage of all the various features available to you with your RingCentral phone system. This workshop is designed to be an informative and interactive session that allows non-technical users to understand the full capabilities and best practices to manage your RingCentral phone system. During the workshop, we will feature real-world use cases, live demos, and a technical look at the capabilities, including phone system administration, managing your users, and troubleshooting with hands-on demonstrations. Join us for answers to your questions and hear from RingCentral experts to understand how to take advantage of the full capabilities of your RingCentral phone system.

8:30 am
RingCentral Contact Center Admin 2: Beyond the Basics

RingCentral University


This workshop is designed to go beyond the basics and is designed to provide a foundational level of skills and knowledge for System Administrators to perform essential administrative functions you need to improve your contact center’s performance. Learn how to update your hold music and menu prompts, uncover the impacts of different hours of operations in RingCentral Contact Center Studio, and how to control them in RingCentral Contact Center Central. This course is the second of a two-part series that will dive deeper into user management with security profiles that allows you to control who has access to different options within the RingCentral Contact Center environment.

12:00 pm
Channel Partner VIP Luncheon

Details to come

3:00 pm
Welcome Keynote
  • AI
  • Collaborative Communications (IT)
  • Collaborative Communications (Apps/End User)
  • Contact Center
  • Developer

Vlad Shmunis, CEO and Founder
David Sipes, Chief Operating Officer
Riadh Dridi, Chief Marketing Officer

5:00 pm
Welcome Reception and Partner Pavilion

Nov 13 Tuesday

8:30 am
General Session – Keynote: Jacob Morgan
  • AI
  • Collaborative Communications (IT)
  • Collaborative Communications (Apps/End User)
  • Contact Center
  • Developer

Keynote: Jacob Morgan, Futurist and Best-Selling Author

11:15 am
Building a Workplace with Collaborative Communications
  • Collaborative Communications (IT)

Jim Payne


In this product keynote, learn how the vision for Collaborative Communications is made possible by RingCentral’s powerful capabilities to call, message, and meet—all delivered with an integrated experience. Hear from RingCentral product leaders as they present the latest features and see demos from the latest product releases.

11:15 am
Improve Customer Communication and Retention with RingCentral and Salesforce
  • Collaborative Communications (Apps/End User)

Caroline Gonzales

Sangeeta Walsh

Srikumar Subramaniam


Learn tips and tricks to drive agent and sales productivity with RingCentral for Salesforce.

11:15 am
Collaborative Contact Center: The Future of Customer Engagement
  • Contact Center

Fabrice DellaMea

John Finch


Moving from a premises-based system to a cloud-based collaborative contact center solution provided a number of unexpected benefits for Brightway Insurance. The RingCentral app enabled them to support work-at-home agents, which allowed expansion without requiring a new office. Consolidated reporting on omnichannel interactions gave them insights to hire fewer, more targeted new agents. Join Michael Baker of Brightway Insurance as he shares how moving to a collaborative contact center improved their customer experiences and delivered huge savings.

11:15 am
Be a Game-Changing Dev
  • Developer

Mike Stowe


RingCentral Developers gives you more than just a set of APIs for communications, it gives you the power to revolutionize communications within your company and beyond. Join us to learn not just about our APIs, bots, and widgets but what it means to be a game-changing developer and how you can be a game changer within your company.

1:00 pm
Future of IT: Success Metrics for the Cloud IT Organization
  • Collaborative Communications (IT)

Analyst


Moving apps to the cloud has freed your IT organization up from legacy “rack and stack” activities, but what’s next? How do you position your organization to go from business partners to business leaders? In this session, you’ll learn new ways to measure success for cloud-first IT, from increased productivity to driving growth and more.

1:00 pm
RingCentral Office Overview
  • Collaborative Communications (Apps/End User)

Jose Pastor


Get grounded in the basics: Learn about RingCentral Office and its powerful communications and collaboration capabilities. In this session, you’ll see RingCentral Office in action and experience how RingCentral apps enable employees to communicate better with customers, partners, and teams.

1:00 pm
RingCentral and the Future of the Collaborative Contact Center
  • Contact Center

Alexey P. Zhuk

Fabrice DellaMea


Join a group of RingCentral experts as we talk about our vision for the Collaborative Contact Center, our product direction and roadmap, and how RingCentral is uniquely positioned to help our customers provide the best possible customer experiences.

1:00 pm
Hands-Free Communications at Work with RingCentral and Alexa for Business
  • AI

Brett Hamilton

Sangeeta Walsh


Voice-powered integrations and applications are growing in popularity. Learn why RingCentral and Amazon partnered to bring customers an easier way to communicate.

1:00 pm
Getting Started with the RingCentral Developer Platform
  • Developer

Mike Stowe

Phong Vu

Srikumar Subramaniam


Learn the basics of the RingCentral Developer Platform, including how to set up your developer account, navigate our APIs and interactive console, make calls using our RingOut API, build your own interactive SMS application, use webhooks/event triggers, and more.

2:00 pm
RingCentral Office Overview (An Infrastructure View)
  • Collaborative Communications (IT)

Curtis Peterson


Learn about RingCentral Office from the inside out. With a global delivery infrastructure and resilient architecture, RingCentral is able to deliver the highest voice and video quality to users throughout the world. This session also covers deployment considerations for your organization’s mobile employees.

2:00 pm
Implementing a Collaboration App Strategy
  • Collaborative Communications (Apps/End User)

Paul Comaroto


An app to call, an app to message, and an app to meet. Many organizations are suffering from an overload of apps. Come to this session to learn how a unified app strategy leads to better productivity.

2:00 pm
Just How Quickly Can You Stand Up a Global Contact Center?
  • Contact Center

John Finch


Join Tim Anderson, Executive Director of IT Infrastructure at MedData, to hear how he successfully implemented 40 offices and 3 contact centers with hundreds of agents around the globe within 9 months. Learn what it takes to drive a significant, global deployment to success on a very tight timeline. Hear about the significant value MedData has enjoyed from some straightforward features, including fax and DID numbers.

2:00 pm
Workshop: Building an App for Amazon Echo
  • Developer

Phong Vu


Take RingCentral voice, messaging, and push notification services to the next level by building a personal messaging assistant with Amazon Alexa, which can help you check your voicemail, text messages, make phone calls, etc.

3:15 pm
General Session – Customer Panel and Keynote: Reshma Saujani
  • AI
  • Collaborative Communications (IT)
  • Collaborative Communications (Apps/End User)
  • Contact Center
  • Developer

Guest Speaker: Reshma Saujani, Founder and CEO of Girls Who Code

5:00 pm
Networking Reception

8:00 pm
ConnectCentral Party – August Hall

Nov 14 Wednesday

9:00 am
General Session – Innovation Panel and Keynote: Joe Lacob
  • AI
  • Collaborative Communications (IT)
  • Collaborative Communications (Apps/End User)
  • Contact Center
  • Developer

Kira Makagon, Executive VP of Innovation
Alan Lepofsky, Vice President & Principal Analyst, Constellation Research
Keynote: Joe Lacob, Owner & CEO, Golden State Warriors.

1:00 pm
Reference Architecture for a Globally Distributed Enterprise
  • Collaborative Communications (IT)

Steven Zachok


Walk through a reference architecture for a globally distributed, multisite enterprise. In this session, we will walk through a standard deployment scenario, connecting employees spread across HQ, branch sites, and mobile. We will cover reliability and voice quality considerations, with a look at how SD-WAN forms part of the connectivity architecture.

1:00 pm
Customer Panel: The Future of Collaboration
  • Collaborative Communications (Apps/End User)

Jim Payne


Join CIOs and other senior IT leaders to hear their visions for collaboration. In this panel discussion, you’ll also learn how each leader has taken his or her vision from strategy to implementation.

1:00 pm
Collaborative Customer Engagement in the Contact Center and Beyond
  • Contact Center

Max Ball


Join Angela Schmiedeke, Systems Analyst Supervisor at Central Health, as she discusses how her organization uses the cloud and collaboration to improve how they engage with customers within and outside the contact center. Hear about the lessons Central Health learned while rolling out a 250-seat distributed contact center system, and how they benefitted from their deployment. Find out how using RingCentral team messaging for back-end expert support not only helped the contact center efficiency, but also improved the success of field agents at customer sites.

1:00 pm
RingCentral Connect Platform Partner Program: How ISV Partnerships Elevate Your Business Communications
  • AI

Eran Aloni

Paul Snelson

Sangeeta Walsh


Learn about the importance of partnerships and how customer needs are at the forefront of why ISVs leverage APIs to build unique integrations. Gong.io will showcase their process of innovating and promoting integrations with RingCentral with mutual customers, such as Touch Bistro, in mind.

1:00 pm
Advanced Usage of the RingCentral API
  • Developer

Dibyendu Roy

John Wang


Learn about new advanced RingCentral Platform APIs like Message-Store Sync, Call Session Notifications, Active Call Control, and discuss some of the use cases they can be leveraged for, including data retention, call monitoring and reporting, and Active Call Control from a custom app.

2:00 pm
Building a Workplace with Collaborative Communications
  • Collaborative Communications (IT)

Jim Payne

Jose Pastor


A continuation of Tuesday’s session. Get more technical and go deeper than the previous session. Learn how the vision for Collaborative Communications is made possible by RingCentral’s powerful capabilities to call, message, and meet—all delivered with an integrated experience. Hear from RingCentral product leaders as they present the latest features and see demos from the latest product releases.

2:00 pm
Using Analytics to Improve IT Service Delivery
  • Collaborative Communications (IT)

Sonia Singh


Use data to your advantage. With detailed call information, RingCentral’s QoS Analytics dashboard enables IT teams to quickly diagnose and troubleshoot potential issues before they escalate into major outages. Learn how leading organizations put QoS Analytics to work to monitor global infrastructure and ultimately to provide better results to end users.

2:00 pm
Leveraging Integrations in a Cloud-First Enterprise
  • Collaborative Communications (Apps/End User)

Sangeeta Walsh


The real power of the cloud comes from the ability to integrate SaaS applications with each other, unlocking employee productivity. Come to this session to learn how the RingCentral Connect Platform, with its 130+ ready-to-use integrations, extends communications capabilities to the leading cloud apps you use today.

2:00 pm
Outbound Contact Center: Maximizing Revenue and Managing Costs with RingCentral
  • Contact Center

Doug Whitaker


Join Paul Tracy, Sr. Architect, Contact Center Technology at Wyndham Capital, to learn how they significantly increased their sales while reducing their IT support costs. The key to successful selling for Wyndham Capital is getting the right salesperson connected with the prospect as quickly as possible. With RingCentral Contact Center, Wyndham has been able to make the right connections and shield their agents from the details of the technology so they can focus on sales. All of this increased sales while reducing IT and support costs.

2:00 pm
Workshop: Bots, Google, and AI, Oh My!
  • Developer

John Wang


Bots are fun and useful with new businesses being built daily around interaction models. In this workshop, you will build an AI bot that uses RingCentral call data, Google’s AI engine, and the RingCentral app, to display personality insights, sentiment, customer topic extraction, and lead scoring for targeted marketing.

3:00 pm
Drive Productivity with RingCentral for Google
  • Collaborative Communications (Apps/End User)

Sangeeta Walsh

Srikumar Subramaniam


Get the most out of your Google cloud ecosystem by learning how to maximize communication with RingCentral for Google.

4:15 pm
General Session – Keynote: Malcolm Gladwell
  • AI
  • Collaborative Communications (IT)
  • Collaborative Communications (Apps/End User)
  • Contact Center
  • Developer

Malcolm Gladwell


Closing Keynote Special Guest Speaker: Malcolm Gladwell, Award-Winning Author