Last week we were exhibiting and presenting at IAUG’s Converge 2014 (#CONVERGE2014). Converge has a tradition of offering high quality content and training to Avaya end users.
The buzz on the show floor and in the classes was about usability and enabling Avaya users to deliver better customer experiences. From finding the right headset for your contact center agents (we liked the Jabra MOTION™ Office) to ensuring call quality would enhance, not detract from, the users’ experience (check out our own VXPulse here). It seems like all the signs we saw talked about UC and customer experience.
The energy at IAUG seemed more positive this year and there was lots more talk about Microsoft Lync. Users are clamoring to use Lync in their environments and are trying to figure out what that looks like and how it will integrate with the Avaya or Nortel they have in place. Microsoft was there and presented some classes to solve this. But one panel we attended was moderated by the marketing director for Avaya and at every pause he would talk about how Lync integration was not necessary because Avaya already has an answer for presence, messaging, video conferencing etc. Besides the fact that some panelists barely got to speak, I think he missed the point that users WANT Lync integration and the folks in the telecom and IT groups need to solve that to keep users happy.
What did you like about IAUG CONVERGE 2014? What changes would you make? They also announced that IAUG Executive Director Victor Bohnert will leave for other opportunities (VMware User Group) and will be replaced by a new executive director, Julie Wichlin. Remember, this is a user organization, so if you have ideas, be sure to reach out to IAUG or your local chapter. Check out our post-show strategies for end-users and partners.