Why Attend?

FREE End User Training will be available:  

·         MiVoice Business System Administrator

·         MiContact Center Business Power User

·         Contact Center Fundamentals

·         MiCollab System Administrator

·         MiCloud Connect

·         MiCloud Connect Contact Center

·         Clearspan

·         MiContact Center Enterprise Agent (Coming Soon!)

Connect and Learn with the MUG Community: 

·         Networking Lounge to chat with other like-minded global members

·         Watch online presentations with real-time chat for Q&A

·         Download valuable educational materials to access later and share with colleagues

·         Chat live with Product Experts in the Exhibit Hall


Tuesday 06 November

 8:00 - 8:30am CST


Rich McBee Mitel CEO

Mitel Update from Mitel President and Chief Executive Officer, Rich McBee

 8:30 - 9:00am CST

Google + Mitel 

Joshua Haslett

Customer expectations are changing; we want to self-serve as much as possible, when stuck, we want businesses to be always available and we want a personalized experience tailored to us. These are lofty expectations for any business. However, Mitel is focused on how we can help you meet your customer expectations. Mitel has recently partnered with Google to AI enable our contact center solutions. Learn all about how Virtual Agent can help your customers self-serve leveraging Natural Language Processing. Agent AI Assist can help your agents be more effective, accurate and informed when assisting your customers. And how you can turn your contact center into a business improvement engine using our AI Analytics.

 9:00 - 9:30am CST

True Partnerships: The Foundation to a Solid Contact Center

Eric Laracuente

With VoIP dominating the communications landscape, IT shops are scrambling to provide a service to their business stakeholders which for many years remained out of their domain. At the same time, business leaders are embarking on relationships with their IT departments in ways they have never had to before. Can you see the challenge? True Partnerships: The Foundation to a Solid Contact Center, focuses on unpacking how relationships between Contact Center Leadership and IT departments can make or break the experience your company strives to deliver to its Customers and ACD Agents alike. Together we will learn the importance of following these key factors when building/improving a Contact Center: 1) Communication & Relationship Building 2) Clear Expectations, Processes and Project Management 3) Leverage Vendor Partnerships: Education and Training Contact Centers are all about meeting our customer needs via an interactive experience which leads to higher satisfaction and positive company impact/gains all while providing a stable environment for our agents to strive

 9:30 - 10:00am CST

Networking Break

 10:00- 10:30am CST

Customer Case Study

Acendas Travel

Join Rodney Pattison, Acendas Travel Chief Technology Officer, as he discusses moving from an on-premise contact center to one based in the cloud, near term staffing imperatives, and how AI can address staffing challenges by improving customer service.

 10:30- 11:00am CST

MiVoice Roadmap

Martin Bitzinger

Mitel’s flagship on-site platforms, MiVoice Business, MiVoice Connect and MiVoice MX-ONE, continue to boast new features and capabilities designed to supercharge your business for the mobile-centric marketplace. This presentation will introduce you to the latest releases and beyond.

 11:00 - 11:30am CST

Networking Break

 11:30 - 12:00pm CST

MiCloud Roadmap

Gurdip Jande

A Deep Dive into Mitel’s Cloud Portfolio: Get up close and personal with MiCloud products, discovering what each one does and the best way to implement it into your own portfolio.

 12:00 - 12:30pm CST

Women & Wisdom @ Work – Join the Conversation

Join us in the Networking Lounge as Mitel Corporate Diversity Officer Amy MacLeod will chat about what Mitel is doing to think bigger, to do better and to build a more inclusive business environment for women at Mitel and in our industry. This conversation comes at a time when the link between a progressive workplace and a profitable business has never been clearer and the appetite for change has never been greater. Join the conversation, and share your wisdom.

 12:30 - 1:00pm CST

Networking Break

 1:00pm CST

Closing Remarks/Live event ends

Thank you to our Sponsors

Frequently Asked Questions

No. You do not need to download or install any software to participate. You only need to have access to the internet.
No. Some employers may have the ability to request a video chat, it is not required in order to participate.
Your login details will be emailed to you ahead of the event. You can use these details to access the online event.
The event will remain open 24/7 for 30 days. Therefore, you can attend whenever it’s convenient for you during this period of time. We understand your schedule may not allow you to attend all of the live sessions of the event.
Send an email to tech@vfairs.com for any technical assistance.
This is an online event. You do not have to travel to any specific location. You can participate anywhere that you have Internet access. The event is accessible from desktop, mobile and tablet devices.
  • Watch live online presentations from top industry speakers
  • Participate in Mitel Trainings offered throughout the day
  • Download valuable educational materials to access later
  • Chat live with Mitel executives, Partners and the MUG Global Board
Yes. Like any physical event, we will have a swag bag for you! You can add all of the documents available to the online swag bag in your account and then email them to yourself or share items with friends and family by simply entering their email.
Absolutely. We are counting on you to invite others! Help us spread the word. You can simply share the link to this page and they can register at their convenience.