Adopting a cloud contact center is just the first step—real success comes through continuous improvement. Join us to uncover how to sidestep pitfalls like tech sprawl and unpredictable costs while leveraging Generative AI to enhance both employee and customer experiences. We’ll dive into strategies for driving ongoing innovation, aligning your contact center with business goals, and taking advantage of your cloud investment. Whether attending virtually or in person, you’ll walk away with actionable insights to streamline operations, maximize ROI, and deliver exceptional customer satisfaction.
11:00 AM - 11:30 AM
Registration
Join us for arrival and registration. We look forward to welcoming you!
11:30 AM - 12:00 PM
Session 1: Avoiding Cloud Adoption Mistakes
Speaker: Jamie Gunn
Many businesses adopt cloud contact centers only to be overwhelmed by too many tools and unexpected expenses. This session will investigate companies' most common mistakes, such as technology sprawl, underutilized features, and cost creep. You'll learn how to regain control by streamlining platforms and setting clear usage strategies.
12:00 PM - 1:00 PM
Lunch
Enjoy a delicious lunch and take this opportunity to network with fellow attendees.
1:00 PM - 1:45 PM
Session 2: AI for CX and Employee Empowerment
Speaker: Jake Beyer
AI isn’t just a buzzword—it’s a game-changer for both employees and customers experience. This session explores how Generative AI can assist agents in real-time, providing instant data insights, solutions, and recommendations during interactions. You’ll also discover how AI automates repetitive tasks, giving employees more time to focus on meaningful, high-value work. On the customer side, AI personalizes interactions by using data-driven insights to anticipate needs—making customers feel valued and driving loyalty.
1:45 PM - 2:00 PM
Break
Take a moment to relax and recharge. Enjoy your break!
2:00 PM - 2:45 PM
Session 3: Continuous Improvement—The Key to Maximizing Cloud ROI
Speaker: Julie Rohloff
Cloud contact centers are not set-it-and-forget-it solutions. EDCi's Continuous Improvement model is the secret to unlocking new features, increasing efficiency, and maximizing ROI over time. This session will focus on building a culture of ongoing optimization, ensuring that your cloud investment evolves with your business. We’ll also cover how proactive updates can be integrated seamlessly to keep your contact center on the cutting edge without disruptive overhauls.
2:45 PM - 4:00 PM
Happy Hour
Socialize with your colleagues. Enjoy some refreshments and great conversations! Plus, don't miss the chance to explore the Harley Museum.
A results-driven technology leader with deep expertise in Microsoft and Azure platforms, I specialize in delivering scalable AI and MLOps solutions tailored to the financial services industry. I've architected and deployed custom three-step MLOps pipelines on Azure—covering model training, evaluation, and deployment—to support mission-critical services accessed via secure APIs. These systems power data-driven decision-making at scale, processing millions of transactions daily with high availability and regulatory compliance. My work with Azure AI Studio and Azure AI Foundry focuses on implementing fit-for-purpose large language models (LLMs), optimized for domain-specific use cases and aligned with industry standards for accuracy, fairness, and operational performance. As an early adopter of agentic AI, I’ve led the development of intelligent, autonomous systems using the .NET Semantic Kernel—leveraging planning, orchestration, and contextual memory to enable complex, multi-step task execution. I also spearheaded the development and implementation of Model Context Protocol (MCP) capabilities, allowing applications to dynamically extend themselves with context-aware, agentic reasoning. My background includes deep integration with high-volume data environments, enabling real-time insights and compliance-ready analytics. I bring a unique blend of cloud architecture, machine learning, and applied AI expertise—translating cutting-edge technologies into meaningful business outcomes.
Jake joined EDCi in 2007 as an engineer and has expanded his responsibilities to include sales and consulting. Today, Jake leads our customer experience practice, focusing on sales and customer, patient, and member experience while working to generate more revenue and reduce costs for his customers.