Training

Join us at WebexOne 2024 for four days of in-person technical training and hands-on labs. Master AI, collaboration, and customer experience with guidance from expert instructors. Secure your spot with the Conference Pass PLUS Training ticket—seats are limited, don’t miss out!

100+ Hours of Learning Across 65 Classes & Labs

Personalized Learning Tracks
Leverage the full potential of Webex through courses covering AI, Webex Customer Experience, Webex Suite - Calling, Cisco Devices, Webex Suite, Security, Identity, Compliance, Troubleshooting, and Integration.
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Learn from 80+ Webex experts, including product managers, engineers, and Cisco Live Hall of Famers, with over 500 years of combined experience. Gain real-world insights into configuration, deployment, integration, and troubleshooting.
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WebexOne offers the most efficient and cost-effective way to deliver Webex training; maximize your ROI by ensuring your seats are fully utilized, unlocking new features, minimizing downtime, ensuring seamless adoption, and effortlessly onboarding new users.

AI Masterclass

Navigating the Future with Responsible AI and Hybrid Work 

Back by popular demand!

Explore the multifaceted world of AI through Cisco's pioneering advancements. Dive deep into AI’s role in crafting personalized, efficient work experiences and learn how to operationalize AI effectively.  

Featuring Erik Brynjolfsson, the foremost authority on Generative AI and the Future of Work, and Professor at the Stanford Institute for Human-Centered AI (HAI). 

Tailor your experience across these learning tracks

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Webex Customer Experience

Discover strategies to maximize customer satisfaction by listening, building, personalizing, and delivering differentiated customer experiences with deep insights at every touchpoint using AI-driven collaboration. 

Webex Calling & Webex Suite

Understand how to deploy enterprise grade calling to scale your business. Learn how to connect, collaborate, and elevate teamwork through Webinars, Meetings, Messaging, Calling, Polling, and Video Messaging. 

Cisco Devices

Redesign the home and office with intelligent devices for every workstyle and workspace.

Security, Identity, and Compliance

Learn best practices and design guidance for secure deployments, including privacy, compliance, and identity of users.

Advanced Diagnostics and Troubleshooting

Allow administrators to investigate and pinpoint quality and configuration issues. 

Integrations and Cross-Architecture Solutions

Learn how to use platform APIs, and Cisco products like Meraki, ThousandEyes, Spaces, and more! 

Explore All Training Courses.
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TRAINING PASS REQUIRED
AI Masterclass: Navigating the Future with Responsible AI and Hybrid Work

Back by popular demand and updated with new content, our AI Masterclass explores the multifaceted world of AI and its business implications. The program begins with a review of the core concepts of the technology and its trajectory. We connect the technology to economic and business transformation, separating hype from reality, and examine the potential for productivity gains and success strategies for deploying AI in practical applications at scale. Topics include when to keep humans in the loop and practical examples of track KPIs. We will also discuss risks and pitfalls, as well as key ethical legal issues to help ensure fairness and transparency.

 

This session explains the task-based approach to understanding opportunities for AI that have genuine business value and how to create a roadmap for implementation. Come get a comprehensive understanding of AI's impact on business performance and discover the evolution of AI in Cisco Collaboration products and future directions.

 

Featuring Erik Brynjolfsson, the foremost authority on Generative AI and the Future of Work, and Professor at the Stanford Institute for Human-Centered AI (HAI).

Speakers
Erik Brynjolfsson
Professor at the Stanford Institute for Human-Centered AI (HAI).

Prof. Erik Brynjolfsson is a Professor at Stanford and the Director of the Stanford Digital Economy Lab at the Institute for Human-Centered AI (HAI). He is also a Research Associate at the National Bureau of Economic Research (NBER) and holds appointments at the Stanford Institute for Economic Policy Research (SIEPR), the Stanford Graduate School of Business and the Stanford Department of Economics. Prof. Brynjolfsson is one of the most widely-cited researchers studying the digital economy and co-author of five books including The Second Machine Age.

Cisco
Chris Rowen
VP, Engineering, Cisco

Chris Rowen is a Silicon Valley entrepreneur and technologist known for his groundbreaking work developing RISC microprocessors, domain-specific architectures, and deep learning-based software.

As VP of Engineering, Collaboration AI, Chris leads an engineering and product team focused on building smarter, clearer, and more seamless speech, audio, visual, and relationship intelligence experiences.

Before joining Cisco, Chris was the cofounder and CEO of speech science technology company BabbleLabs, which was acquired by Cisco in 2020. Prior to that, he founded the processor licensing company Tensilica, and led it as CEO before it was sold to Cadence in 2013.

Chris holds more than 40 U.S. and international patents, an MSEE and PhD in electrical engineering from Stanford, and a BA in physics from Harvard. He was recognized in 2015 as an IEEE Fellow for his work in microprocessor architecture.

Cisco
Keith Griffin
Cisco Fellow VP, Cisco

Keith Griffin joined Cisco’s Collaboration Technology Group in 2007 and is a Distinguished Engineer at Cisco focused on AI and Machine Learning in the office of CTO. He works on features that include Webex Assistant, Noise Removal, Relationship Intelligence, Facial recognition, Meeting Transcription and more. Keith works with customers, partners and analysts to ensure that technology direction is aligned with market needs. He leads Cisco’s Collaboration IP, Patent and Research strategy and has been Cisco’s top inventor for collaboration technology for over ten years. Keith holds a PhD from the University of Limerick in Ireland related to the use of Representational State Transfer (REST) programmable interface design for real time communication in web browsers. His major in computer engineering at university was virtual reality in manufacturing environments.

Cisco
Savita Kini
Director Product Management, Collab AI, Cisco

Savita Kini is a global product and business executive with a passion for driving new innovation, new business initiatives and operational excellence in global product teams. She currently leads new technology initiatives at the intersection of artificial intelligence, speech science, computer vision and embedded systems in Cisco Webex. Prior to this role, she led Product for BabbleLabs, a speech AI startup, acquired by Cisco in 2020. She also led engineering, product management, marketing and sales operations at Cisco, Brocade and at startups in India and US. Savita holds an MBA from Cornell University, an MS in Computer Engineering from Texas A&M University and a BS in Electrical Engineering from University of Mumbai.

Cisco
Damien McCoy
Senior Director of Growth & Adoption at Webex, Cisco

Damien McCoy is Senior Director of Growth & Adoption at Webex, leading the teams that focus on ensuring our customers' realize the full value of Cisco Collaboration products & services. He previously led Product Management for our Collaboration Apps and prior to joining Cisco in 2011 he held Product leadership roles with IBM, O2 Telefonica and Tecnotree.
 

While he's not focused on Collaboration, Damien spends as much time as possible sailing with his local Sea Scout Group in Galway, Ireland

Training Experience
Artificial Intelligence (AI)
Training Experience
TRAINING PASS REQUIRED
Webex customer experience: From on-premises to the cloud.
Training Class: Foundations

Do you have a simple, on-premises voice platform with a contact center component? Not all platforms were built and designed the same! In this session, we'll take a look at the different components that comprise your on-premises deployment and see how they migrate to the different capabilities within Webex Customer Experience solutions. We'll give you an overview of the Webex Customer Experience platform and end-user interfaces. We'll take a look at typical deployment types of premise-based platforms—like Hunt Groups and products like UCCX—so you can build the pathway that best fits the specific personas and use cases for your organization.

Speakers
Cisco
Justin Jordan
Sr. Product Manager, Webex Calling, Cisco

Justin Jordan is a Senior Product Manager for Webex Calling with 25 years of experience in calling and collaboration technologies. Working for 12 years at Cisco in both technical sales and product roles, Justin loves bringing our customers simple solutions to complex problems. Justin attended the University of Hawaii and lives in the Hill Country of Texas with his wife, daughter, and two pugs.

Cisco
Stephanie Ross
Customer Experience Solutions Engineer, Cisco
Stephanie Ross is currently a Customer Experience Solutions Engineer supporting partners at Cisco. She has 20 years of experience in Contact Center and Collaboration technologies and her career has seen her excel in diverse roles spanning Managed Services, Professional Services, Design/Architecture, Sales and GTM, predominantly working for Cisco Partners. Stephanie lives in Northern California with her treasured dog, Titan, who occasionally steals the spotlight on Webex Meetings, and has a son studying to be an aerospace engineer.
Training Experience
Customer Experience
Webex Suite UCaaS
Webex Calling
Control Hub
Training Experience
TRAINING PASS REQUIRED
AI: The algorithms that got us here—and where they failed.
Training Class: Foundations

The launch of ChatGPT in November 2022 was a historic moment that introduced GenAI to the world. That moment also represented a culmination of decades worth of rapid innovation and advancement in AI. This talk covers the “workhorse” algorithms of predictive AI: regression, classification, clustering, and neural networks. Using real-world examples and a light touch of math, this session will explore how these algorithms were able to solve increasingly complex problems. This session will provide real-world examples and examine why AI is so effective and pervasive across many industries. We’ll conclude at the doorstep of generative AI and discuss its success as well as where and why the technology failed along the way.

Speakers
Cisco
Gaurav Khanna
Solutions Engineer Manager, Commercial West, Cisco
Dr. Gaurav Khanna is a SE Manager in Commercial West, where he leads a group of Solutions Engineers in the Gold Rush Select Region, covering companies the Silicon Valley. He has been one of the pioneers of designing and implementing predictive and generative AI systems in Sales at Cisco. He has led teams that have designed skills-based routing, optimized resource scheduling, and chatbot platforms deployed globally. More recently, he has led the development of Large Language Models to automate knowledge capture, Q&A, and training. He is active in teaching AI, fostering strategic partnerships within Cisco and in the industry, and articulating Cisco’s AI strategy to customers and partners. Dr. Khanna is a sought-after speaker for customer and industry forums and is skilled at “bridging the gap” between business strategy and goals and technical requirements around AI. Most recently he has been teaching Machine Learning and AI courses at the Stanford Continuing Studies program. Gaurav been at Cisco 24 years and is a long-time resident of San Jose, CA with his wife and two teenage kids. He received his B.S. in Physics at Yale and his Ph.D. at Stanford University.
Training Experience
Artificial Intelligence (AI)
Training Experience
TRAINING PASS REQUIRED
Building breakthrough collaboration AI innovations: An interactive talk with AI product experts.
Training Class: Foundations

Have you ever wanted to hear from key product experts driving your favorite AI features in the Cisco collaboration portfolio? This includes features like background noise removal, meetings summaries, transcription, translation, and more! Here’s your chance to learn how we walk the talk on Responsible AI to make the experience inclusive for all.

 

In this interactive, technical, give-and-take deep dive, we'll share how we developed some of the cool AI features across audio, video, speech, and natural language while keeping data privacy and data diversity in mind. You'll learn what makes our approach both differentiated and industry-leading. Join us for this fun, interactive, and fast-paced session!

Speakers
Cisco
Aishwarya Rao
Sr Product Manager, Collab AI, Cisco
Aishwarya is a Sr Product Manager at Webex, Collaboration AI. She's spent the last year leading product for summarization services for Webex Suite and Contact Center, and currently leads various AI foundation services that power Webex Suite. Aishwarya came in to Cisco with a range of unique experience, from having built enterprise blockchain technology at IBM, to leading healthcare research technology for homelessness at a YC startup. Aishwarya holds a Masters degree in Computer Science from University of Southern California, and is currently based in NYC.
Cisco
Savita Kini
Director Product Management, Collab AI, Cisco

Savita Kini is a global product and business executive with a passion for driving new innovation, new business initiatives and operational excellence in global product teams. She currently leads new technology initiatives at the intersection of artificial intelligence, speech science, computer vision and embedded systems in Cisco Webex. Prior to this role, she led Product for BabbleLabs, a speech AI startup, acquired by Cisco in 2020. She also led engineering, product management, marketing and sales operations at Cisco, Brocade and at startups in India and US. Savita holds an MBA from Cornell University, an MS in Computer Engineering from Texas A&M University and a BS in Electrical Engineering from University of Mumbai.

Cisco
Mayada Abdelrahman
Director of Product Management, Cisco
Mayada is the Director of Product Management leading the Speech AI portfolio for Webex focusing on empowering the Collaboration portfolio with the latest trends in AI and ML. Mayada joined Cisco in 2019 after the acquisition of Voicea, an AI startup where she led Product Management and Technical Program Management. She has more than 15 years of experience in the tech industry launching products both in software and hardware. Mayada has an MBA from Duke University and a Computer Science Degree from the American University in Cairo.
Cisco
Ferdinando Olivieri
Product Manager Lead, Collab AI, Cisco
Ferdinando is a Product Manager for Webex AI Audio Innovations, with the objective of advancing audio AI technologies to significantly enhance the Webex audio experience for customers. He is currently focusing on using generative AI for speech coding and for improving the quality of narrowband audio. Before stepping into product management, he dedicated over a decade to audio research in both academia and the industry. A published author of scientific papers and patents, Ferdinando has also contributed to various standardization activities within the telecommunications (3GPP) and broadcasting (MPEG, DVB) audio sectors. He holds a Ph.D. in Audio Signal Processing from the Institute of Sound and Vibration Research at Southampton, UK, and an MBA from the University of California, San Diego.
Training Experience
Artificial Intelligence (AI)
AI Assistant
Webex Suite UCaaS
Webex Calling
Webex Meetings
Cisco Devices
Contact Center CCaaS
Webex Connect CPaaS
Webex Platform
Control Hub
Training Experience
TRAINING PASS REQUIRED
Cisco devices: Incorporate AI into every meeting.
Training Class: Advanced

In the session, you'll learn how to take advantage of the latest Cisco hardware and software features to provide the best in-room and remote experience in the industry. Choose your deployment model and quickly and securely deploy everything from the most basic room, up to large and complex spaces, without the need of multi-vendor and multi-platform complexity. With Cisco AI built into every device, knowing where people are, who is talking, and being able to frame them appropriately, is natively available.

Speakers
Cisco
Chase Voisin
Solutions Engineer, Cisco
Chase is a seasoned professional in the video, conferencing, and telephony industry, with over 20 years of experience, including 11 years at Cisco. He is part of the global video center of excellence at Cisco, where he collaborates with a small, dedicated team to develop advanced video room designs and implementations. The team tailors room designs to meet customer needs, addresses complex challenges from boardrooms to quiet rooms, and offers training to the broader AV industry on implementing Cisco and third-party solutions. Their expertise also includes AI video-enabled conferencing and innovative camera layouts.
Cisco
Mark Lula
Video Device Solution Architect, Cisco
Mark is a 14-year Cisco veteran with experience across multiple verticals, segments, regions and technologies. As a member of the Global Collaboration Center of Excellence team, Mark is responsible to deliver complex customer room designs, engage with engineering teams to develop innovative device use cases and deliver training to field sales and partner engineering resources. Outside of work, Mark is an avid outdoorsman with a love for all power sports, hiking in the woods, snowboarding and is a father of two daughters who are just as full of energy.
Training Experience
Artificial Intelligence (AI)
Hybrid Work
Manageability
Observability
Workspaces
AI Assistant
Webex Suite UCaaS
Cisco Devices
Control Hub
Training Experience
TRAINING PASS REQUIRED
Webex Calling: Transitioning from on-premises to cloud.
Training Lab: Advanced

This lab focuses on actively using tools to assist with migrating configurations, users, and devices from on-premises-based Unified Communications Manager (UCM) to Webex Calling. It will include instruction around the steps and best practices on the migration process and strategy. The tools used in this lab will include those available with Control Hub, Cloud Connected UC, and third-party tooling.

Speakers
Cisco
Hussain Ali
Technical Marketing Engineer, Cisco
Hussain Ali (CCIE# 38068 - VOICE, COLLAB) is a Technical Marketing Engineer/Technical Leader in the Collaboration Technology Group at Cisco Systems. He is responsible for all Unified Communications services and applications on the ISR, Catalyst 8300 & virtual routing platforms like Cisco Unified Border Element (CUBE), Cloud Calling solutions such as Webex Calling, call recording, Direct Routing with Microsoft Phone System, and Webex Contact Center. He provides architectural design guidance for unified communication services and solutions to enterprise customers, service providers, Cisco sales force, and Cisco partners. He works directly with the product management and engineering teams in strategizing future product development to meet customer needs. Prior to joining this group, he led the Multiservices Cisco Technical Assistance Center (TAC) team in Richardson, TX, troubleshooting and diagnosing some of the largest Cisco Collaboration deployments.
Cisco
Amy Ryan
Principal Solutions Engineer, Cisco
Amy Ryan is a Principal Solutions Engineer with over 24 years of experience in collaboration technologies. Amy worked for Cisco partners for 10 years and the last 14 years at Cisco designing and deploying complex calling solutions. Over the past few years it has been her passion to help customers move from premise based calling to cloud calling solutions.
Cisco
Venky Yechuri
Technical Projects Systems Engineer, Cisco
A Systems Engineer in Global Demo Engineering at Cisco, specializing in Collaboration Architecture!
Cisco
Mike Nelson
Solutions Engineer - Collaboration, Cisco
Before Cisco, I was a global engineer for audio/video integration leveraging Cisco video systems and Cisco call control designing for public sector and education use cases. I reside in Maple Grove, Minnesota with my wife Christine and our dog Bailey. When not working I am a video game and technology addict, and also love touring the country on vacation in our RV!
Training Experience
Customer Experience
Employee Experience
Manageability
Observability
Troubleshooting
Integrations Ecosystem
Webex Suite UCaaS
Webex Calling
Cisco Devices
Control Hub
Training Experience
TRAINING PASS REQUIRED
Webex Contact Center Advanced Lab: Solution use-case and APIs.
Hands-On Lab

In this session we will be exploring how to combine the many features of the Webex Contact Center and extend their functionality through the use of flow logic, external systems, and APIs to create a custom fit experience for your business.

 

While this session may be considered technical, we will be providing in depth explanations and demonstrations regarding the “what, why, and how” of the steps we are taking as we progress through the labs using simple language and analogies rather than jargon, so that everyone can easily understand the subject matter.

Training Experience
Customer Experience
Employee Experience
Hybrid Work
Troubleshooting
Integrations Ecosystem
Contact Center CCaaS
Webex Platform
Control Hub
Training Experience
TRAINING PASS REQUIRED
Desk Phone 9800 deep dive: Action button, hot desking, and enhanced configuration lab.
Training Lab: Advanced

In this Desk Phone 9800 Series lab, attendees will learn about:

 

  • Configuring the 9800 on Cisco Unified Communications Manager (UCM).
  • Action button use cases.
  • Configuring the action button for emergency and silent emergency calls.
  • Configuring the favorite button to support up to 10 speed dials.
  • Custom logo, wallpaper and kiosk mode (9871).
  • PhoneOS migration from UCM to Webex Calling.
  • New PhoneOS security (Talking track).
  • Configuring hot desking with hot desk login.
  • Smart Audio using AI noise removal.
  • Webex Meetings.
  • Provisioning using Cisco enhanced configuration in Control Hub.
Speakers
Cisco
Venky Yechuri
Technical Projects Systems Engineer, Cisco
A Systems Engineer in Global Demo Engineering at Cisco, specializing in Collaboration Architecture!
Cisco
Aviva Chen
Engineering Product Manager, Cisco
Aviva joined Cisco in 2015 and now she's a Product Manager of Collaboration Device Technology Group.
Cisco
Jon Miranda
Collaboration Solutions Engineer, Cisco
Jon Miranda is a Collaboration Solutions Engineer in Cisco's Global Enterprise Solutions group. With over 23 years of experience, he has provided guidance on collaboration designs and solutions to ensure successful business outcomes for Cisco partners and customers. Jon holds a CCIE in Collaboration and focuses on supporting the Global Enterprise team with all areas of the Collaboration Portfolio.
Cisco
Kevin Ian Barrow
Technical Marketing Engineer Leader, Cisco

Kevin Ian is a Cisco and Microsoft Certified Technical Marketing Engineer focusing on Integrations. Kevin’s Ian’s career has allowed him to become proficient in Cisco’s Datacenter and Mobility Technologies, and ultimately Cisco’s Collaboration portfolio. Kevin’s current focus is on maximizing and integrating Ciscos latest acquisition of Splunk, along with further development of Cisco’s video technologies including Cisco video devices.

Training Experience
Customer Experience
Employee Experience
Hybrid Work
Workspaces
Troubleshooting
Webex Suite UCaaS
Webex Calling
Cisco Devices
Control Hub
Training Experience
TRAINING PASS REQUIRED
Webex Connect with Instant Connect for video customer interactions.
Training Lab: Advanced

Businesses in all verticals want to improve customer service and the ability to communicate with experts over video is growing in demand. For customers, interacting with experts needs to be easy and offered on their digital channel of choice.

 

Join us to explore Instant Connect video features and APIs and learn how to integrate them into digital channels with Webex Connect (CPaaS).

 

You’ll leave this session understanding:

  1. How Instant Connect provides WebRTC based video communications leveraging APIs.
  2. Real use case example on the orchestration power of Webex Connect, integrating not only with Instant Connect, but also with externals systems like CRMs.
  3. How to create a fully working Webex Connect flow in your own developer sandbox.
Speakers
Cisco
Victor Vazquez
Solutions Engineer, Cisco
Victor is a Collaboration Solutions Engineer within the global Webex Solutions Developer Group, Global Central of Excellence, where he supports customers worldwide. He specializes in building cross-architecture solutions that enable businesses to achieve their objectives. His journey at Cisco started as as a System Engineer, and evolved as he transitioned into a Collaboration specialist. Over the years, Victor has honed his expertise, particularly focusing on Contact Center and CPaaS (Communication Platform as a Service)
Training Experience
Customer Experience
Employee Experience
Observability
Integrations Ecosystem
Webex Connect CPaaS
Webex Platform
Training Experience
TRAINING PASS REQUIRED
Using devices xAPI for integrated workspaces or automated workspaces.
Training Lab: Expert

In this course, you will learn how to monitor, customize, and enhance your workspaces by leveraging advanced macros, local WebSocket-connected Web Apps, and scalable Workspace Integrations.

Speakers
Cisco
Bobby McGonigle Jr.
Technical Marketing Engineer, Cisco

I am a Technical Marketing Engineer(TME) for Cisco Collaboration. My focus is on device customization using the xApi, Macros and UI Extensions; creating new experiences and tools for the community to use in their spaces. I have been working with collaboration technology for 6+ years, primarily around conference devices in both administration and education environments.

Cisco
Will Mills
Solutions Engineer, Cisco
William is a Solutions Engineer within the global Webex Solutions Developer Group, Global Central of Excellence, where he supports customers worldwide. Based in Galway, Ireland, William's journey at Cisco began as a Collaboration Trials Engineer and evolved into a cross-architecture solutions developer. Over the past three years, William has developed numerous innovative solutions leveraging Webex APIs, SDKs, CPaaS, and Collaboration Devices, significantly enhancing customer engagement and driving substantial revenue growth.
Training Experience
Manageability
Observability
Workspaces
Troubleshooting
Integrations Ecosystem
Webex Suite UCaaS
Webex Calling
Cisco Devices
Webex Platform
Control Hub
Training Experience
TRAINING PASS REQUIRED
Webex Contact Center Advanced Lab: AI-powered Customer & Agent Experiences
Training Lab: Advanced

In this session we will delve into tailoring both the end-customer, agent, and supervisor experience across voice and digital channels. We’ll show you how to leverage the Webex AI portfolio to facilitate self-service as well as agent assisted service to quickly and efficiently satisfy the end-customer’s needs.

 

We’ll employ a structured approach to demonstrate practical implementations and strategies to optimize contact center operations, improve customer satisfaction, and leverage emerging technologies effectively. The insights gained from these areas are crucial for organizations seeking to enhance their contact center performance and adapt to evolving customer service expectations in the digital age.

Speakers
Cisco
ChandraMouli Vaithiyanathan
Technical Leader, Cisco
I have been working on the Contact Center product since 2006. My journey began in engineering, transitioned into Product Escalation Support, and now I'm dedicated to Partner Success. My current role involves engaging with strategic partners across the USA, providing technical enablement, resolving technical issues, and addressing demo-related challenges and be conduit between product management and Engineering,I also serve as a conduit between product management and engineering. Additionally, I lead the A2Q initiative for WxCC products.
Cisco
Bhushan Suresh
TAC Engineer, Cisco

I am the Americas team lead for the Webex Contact Center.

Cisco
Sara Santos
Product Manager, Cisco
Sara is a Senior Product Manager leading agent and supervisor experiences in the Webex App. She is dedicated to empowering users to deliver exceptional customer experiences. With over 10 years in the industry and a background in marketing, digital adoption, and customer journey management, Sara brings extensive expertise and a unique perspective to product management, rooted in a passion for solving customer problems. Committed to innovation, value creation, and user-centric design, Sara aims to set new standards for excellence in Customer Experience applications. She lives in Mystic, Connecticut with her family and rescue dog.
Training Experience
Artificial Intelligence (AI)
Customer Experience
Employee Experience
Hybrid Work
Troubleshooting
Integrations Ecosystem
AI Assistant
Webex Suite UCaaS
Webex Calling
Contact Center CCaaS
Webex Connect CPaaS
Control Hub
Training Experience
TRAINING PASS REQUIRED
The rise of GenAI—and what’s next.
Training Class: Foundations

This session will continue the journey into the world of Generative AI. It will cover the transformer models that launched the Large Language Models, such as ChatGPT, which captured our imagination and unleashed new possibilities. We'll discuss why these models are so effective and, more importantly, where they can go wrong. The focus will be on techniques that are being employed to make these models more accurate, effective, and self-driving, such as RAG, RAG Fusion, RAFT, and Agent-based systems. This is an active area of research, but this session will bring it to life with demos of techniques that anyone can employ today.

Speakers
Cisco
Gaurav Khanna
Solutions Engineer Manager, Commercial West, Cisco
Dr. Gaurav Khanna is a SE Manager in Commercial West, where he leads a group of Solutions Engineers in the Gold Rush Select Region, covering companies the Silicon Valley. He has been one of the pioneers of designing and implementing predictive and generative AI systems in Sales at Cisco. He has led teams that have designed skills-based routing, optimized resource scheduling, and chatbot platforms deployed globally. More recently, he has led the development of Large Language Models to automate knowledge capture, Q&A, and training. He is active in teaching AI, fostering strategic partnerships within Cisco and in the industry, and articulating Cisco’s AI strategy to customers and partners. Dr. Khanna is a sought-after speaker for customer and industry forums and is skilled at “bridging the gap” between business strategy and goals and technical requirements around AI. Most recently he has been teaching Machine Learning and AI courses at the Stanford Continuing Studies program. Gaurav been at Cisco 24 years and is a long-time resident of San Jose, CA with his wife and two teenage kids. He received his B.S. in Physics at Yale and his Ph.D. at Stanford University.
Training Experience
Artificial Intelligence (AI)
Training Experience
TRAINING PASS REQUIRED
Collaboration AI: A practical use case of toll fraud prevention on Expressway using machine learning.
Training Class: Foundations

Since early 2000, several companies have opened their collaboration boundaries by allowing calls through the Internet. In many cases, not only does this apply to audio and video calls, but also to PSTN calls. Consequently, toll fraud has now evolved with bots that try to exploit the company's Internet access to reach the PSTN, placing calls to auto-answer toll numbers. Identifying these calls before they get connected is crucial to mitigate toll fraud. This session focuses on a machine-learning approach to identify and block toll fraud and spam calls on Expressway following a number of key steps.

Speakers
Cisco
Luca Pellegrini
Technical Marketing Engineer, Cisco
Luca Pellegrini is a Technical Marketing Engineer in Collaboration technologies. Luca joined Cisco 23 years ago as a System Engineer helping customers and partners with the design and implementation of routing, switching and security architectures. Later he entered the Collaboration Technology Group, where over the years he has been focused on different collaboration solutions. He has started working with APIs to help customers automate their deployments, as well as customise and integrate their solutions, and later has started building AI/ML models for collaboration.
Training Experience
Artificial Intelligence (AI)
Webex Suite UCaaS
Webex Calling
Control Hub
Training Experience
TRAINING PASS REQUIRED
Webex Calling & Dedicated Instance: How to optimize your calling, PSTN, and connections in the cloud.
Training Class: Advanced

Cisco has the best one-two punch in the industry with Webex Calling and Webex Calling Dedicated Instance, which are both connected and integrated into the cloud. As such, these products can service any persona as one license and platform in the cloud. In this session, we'll look at best practices for optimizing your PSTN flow, including connectivity to Webex Contact Center. Additionally, we'll look at call flows from on-premises, including Cisco Unified Communications Manager (UCM) and Local Gateway, and how you can set yourself up for a clean migration and platform shift to the cloud.

Speakers
Cisco
Justin Jordan
Senior Product Manager Collaboration Business Unit, Cisco
Justin Jordan is a Senior Product Manager in the collaboration business unit. Focusing on calling from the premise to the cloud, Justin enjoys helping customers and partners see their vision in executing their next generation collaboration platform and solution for their users. He resides in the Texas Hill Country with his Wife, two crazy Pugs, and his one daughter. Justin enjoys legacy arcade games, golf, and flying. He also loves to present at our Cisco and Industry events, and you may have seen him on a Webinar, at Cisco Live talking about all things Cisco collaboration.
Cisco
Vajrender (Sunny) Akkera
Sr. Product Manager, Cisco
Sunny Akkera is a Product Manager in the Webex Business Unit, where he leads offer strategy and drives success. Throughout his career at Cisco, he has held various roles, from working in Technical Assistance (TAC) and Services to spearheading an offer within the company. He is passionate about technology and customer success. Outside of work, Sunny enjoys traveling and spending quality time with his two wonderful daughters.
Training Experience
Customer Experience
Employee Experience
Hybrid Work
Webex Suite UCaaS
Webex Calling
Control Hub
Training Experience
TRAINING PASS REQUIRED
Webex Customer Experience Basic & Essentials: Configuration and user experience deep dive.
Training Class: Advanced

Are you looking for a simple customer experience solution without a full contact center's complexity?

 

If so, come and learn about the Webex Customer Experience Basic and Essentials solutions. You'll gain an understanding of the key features along with how to configure them. We'll also take a look at the agent and supervisor experience for both solutions and highlight the differences between them. Finally, we'll review how to configure the queue features to manage incoming calls and how different agent settings will influence when calls are routed to them.

 

You'll leave this session understanding Customer Experience Basic and Essentials solutions with the ability to identify which one meets your users’ needs and how to deploy the solution.

 

You'll leave this session understanding the Customer Experience Basic and Essentials solutions with the ability to identify which one meets your users’ needs and how to deploy the solution.

Speakers
Cisco
Steven Fly
Technical Marketing Engineer Leader, Cisco

Steven Fly is a Technical Marketing Engineer (TME) within Cisco’s Collaboration Technology Group focusing on Webex migrations and Webex Calling. This includes working with the Webex product and engineering teams on the migration process and tools along with educating and assisting partners and customers on the migration journey. Steven has 20+ years of experience with Cisco’s on-prem and cloud collaboration solutions. Prior to his TME role Steven was a Cisco CX Sr. Solution Architect and worked with global enterprises and large Service Providers as a trusted advisor for variety of technologies including networking and collaboration.

Cisco
Trey Hilyard
Solutions Engineer, Cisco
Trey has been in the telecommunications industry since 1996. He has been at the forefront of the VoIP revolution and has helped some of the largest service providers across the globe transition from circuit-centric networks. He has authored 14 patents and prides himself on being able to understand and explain complex technology to everyone. Trey's role with the Webex Center of Excellence gives him a chance to work with customers of all sizes and it all phases of their cloud and AI transformation.
Training Experience
Customer Experience
Employee Experience
Hybrid Work
Webex Suite UCaaS
Webex Calling
Control Hub
Training Experience
TRAINING PASS REQUIRED
Implementing customer interaction automation using Webex Connect.
Training Class: Advanced

IT is at the heart of all digital transformation projects that aim to deliver smarter, richer customer interactions, but there is constant pressure to speed up innovation. As a result, developers are looking for quick and easy-to-use communications APIs and tools that also reduce technical complexity.

 

This session spotlights Webex Connect, a CPaaS platform that merges APIs, low-code tools, and a high-performance engine to unify customer interactions.

 

In this session, we'll demonstrate integration with enterprise systems, productivity tools, and conversational automation on multiple channels. You'll walk away understanding how to orchestrate and automate customer journeys quickly and easily.

Speakers
Cisco
David Jennings
Global Head, Solutions Engineering CPaaS, Cisco
David Jennings thrives on helping large enterprises understand how our products and solutions can fit into their existing technology ecosystem and digital strategy to solve their specific business problems, with customer experience at the heart. A passionate technologist, David develops solutions that take friction out of the customer journey to create the most seamless experience possible using the latest in digital technology around automation, low-code, orchestration, and Conversational AI. He understands the challenges businesses face in the new digital revolution where it is becoming increasingly difficult to match consumer expectations, emulate digital-disruptors, and meet the need for technology to be agile and scalable in order to adapt and innovate quickly.
Cisco
Stefan Zeidenberg
Americas Presales Leader, CPaaS Solutions, Cisco

Stefan Zeidenberg is a seasoned professional in the CPaaS industry. For over 10 years, he has been at the forefront of revolutionizing how brands efficiently and intelligently connect and communicate with their customers via digital channels, such as SMS, MMS, RCS, WhatsApp, Apple Messages for Business, and more. As the business world contended with evolving end-user demands due to the ubiquitous nature of smartphones and a 'digital-first' mindset, Stefan's expertise has expanded into empowering enterprises with low-code CPaaS platforms like Webex Connect. Today, Stefan leads the Americas CPaaS Presales team at Cisco, where he continues to drive digital engagement solutions, ensuring that businesses not only meet current complex communication demands but also stay ahead of the curve in the ever-changing landscape that is customer communication.

Training Experience
Customer Experience
Integrations Ecosystem
Webex Connect CPaaS
Control Hub
Training Experience
TRAINING PASS REQUIRED
Successful migrations from Unified Communications Manager (UCM) to Webex Calling.
Training Class: Advanced

Moving to Webex Calling offers benefits including reduced OPEX, superior security, deployment flexibility, and scalability. In this session, we'll discuss migration options from Unified Communications Manager (UCM) to Webex Calling multi-tenant and dedicated instance.

 

As part of a migration, users and devices need to be moved from the existing on-premises UCM, features need to be mapped, and users need to be trained on the new experience. This session will cover key migration elements, strategies, and interworking essentials.

 

Finally, we'll give an overview of the existing options for bulk migration, automation using APIs, and existing tools. Some experience with both Unified Communications Manager and Webex Calling is required.

Speakers
Cisco
Johannes Krohn
Principal Technical Marketing Engineer, Cisco
Johannes Krohn joined Cisco System in Germany in 2000. In his over 30 years of experience in the networking and telecommunication industry he worked in several IT companies gaining knowledge in engineering, system design and technologies from ATM to multiprotocol networking. In the last 20+ years he mainly focussed on IP telephony, Unified Collaboration and on-premise and cloud based collaboration solutions. As Technical Marketing Engineer working on Collaboration System Architectures he provides design guidance in key projects and is responsible to transferring new product information of Cisco Collaboration Solutions to audiences internally and externally. Technology focus areas include call routing architectures, collaboration architecture simplification and cloud collaboration. As part of the continuous development cycle he is providing input to the system level planing of future solutions. He holds a CCIE Voice.
Training Experience
Customer Experience
Employee Experience
Manageability
Observability
Education
Healthcare
Financial Services
Pub. Sector Gov't
Workspaces
Security & Compliance
Troubleshooting
Integrations Ecosystem
Webex Suite UCaaS
Webex Calling
Control Hub
Training Experience
TRAINING PASS REQUIRED
Best practices for a successful migration from Jabber to the Webex App.
Training Class: Advanced

Migrating your end-users to Webex will provide them with the best collaboration experience. This will give them access to the latest Webex collaboration features, as well as position them for a successful migration to Webex Calling if/when they are ready to make the transition.

 

This session will cover the recommended approach and activities to successfully complete a migration from Jabber to Webex. We'll discuss essential tasks for each collaboration workload, examine various strategies, and emphasize best practices for a seamless admin and user transition. You'll learn about the different options for migrating users and contacts, as well as the tools available to assist in the migration.

Speakers
Cisco
Steven Fly
Technical Marketing Engineer Leader, Cisco

Steven Fly is a Technical Marketing Engineer (TME) within Cisco’s Collaboration Technology Group focusing on Webex migrations and Webex Calling. This includes working with the Webex product and engineering teams on the migration process and tools along with educating and assisting partners and customers on the migration journey. Steven has 20+ years of experience with Cisco’s on-prem and cloud collaboration solutions. Prior to his TME role Steven was a Cisco CX Sr. Solution Architect and worked with global enterprises and large Service Providers as a trusted advisor for variety of technologies including networking and collaboration.

Training Experience
Customer Experience
Employee Experience
Hybrid Work
Sustainability
Manageability
Observability
Education
Healthcare
Financial Services
Pub. Sector Gov't
Workspaces
Security & Compliance
Troubleshooting
Integrations Ecosystem
Webex Suite UCaaS
Webex Calling
Webex Meetings
Control Hub
Training Experience
TRAINING PASS REQUIRED
Planning and designing successful cloud calling deployments with Webex Calling.
Training Class: Advanced

Customers and partners considering a cloud calling deployment to Webex Calling need to tackle a number of decisions. This includes PSTN selection, location planning, dial plan design, integrations with existing call control systems, and mapping business requirements to Webex Calling features. In this session, you'll get guidance on these decisions, while also learning about the latest call routing enhancements. Note: this session does not cover Webex Calling dedicated instance.

Speakers
Cisco
Johannes Krohn
Principal Technical Marketing Engineer, Cisco

Johannes Krohn joined Cisco System in Germany in 2000. In his over 30 years of experience in the networking and telecommunication industry he worked in several IT companies gaining knowledge in engineering, system design and technologies from ATM to multi-protocol networking. In the last 20+ years he mainly focussed on IP telephony, Unified Collaboration and on-premise and cloud based collaboration solutions. As Technical Marketing Engineer working on Collaboration System Architectures he provides design guidance in key projects and is responsible to transferring new product information of Cisco Collaboration Solutions to audiences internally and externally. Technology focus areas include call routing architectures, collaboration architecture simplification and cloud collaboration. As part of the continuous development cycle he is providing input to the system level planing of future solutions. He holds a CCIE Voice.

Training Experience
Customer Experience
Employee Experience
Hybrid Work
Sustainability
Manageability
Observability
Education
Healthcare
Financial Services
Pub. Sector Gov't
Workspaces
Security & Compliance
Troubleshooting
Integrations Ecosystem
Webex Suite UCaaS
Webex Calling
Webex Meetings
Control Hub
Training Experience
TRAINING PASS REQUIRED
Migrating IP Phones from Unified CM (on-premises) to Webex Calling (cloud).
Training Class: Advanced

This session will provide an in-depth understanding of how to migrate between Enterprise Firmware used with Cisco Unified Communications Manager (UCM) and Multiplatform Firmware used with Webex Calling for the Cisco IP Phone 7800 and 8800 Series. The purpose of converting firmware is to help migrate customers who already have existing phones. Participants will learn about migration automation tools within Control Hub as well as the Cloud Upgrader (upgrade.cisco.com) from a TAC engineer and co-developer to maximize your success rate by avoiding common mistakes.

Speakers
Cisco
Joe Martini
Customer Delivery Engineering Technical Leader, Cisco

Joe Martini is a Technical Leader in the Unified Collaboration group within the Customer Experience (CX) TAC at Cisco Systems. Joe holds a Bachelor of Science in Applied Networking and System Administration from the Rochester Institute of Technology (RIT) and CCIE Collaboration (#35601) certification. Since joining Cisco in 2007, Joe has become a global point of contact for Cisco Unified Communications Manager (CUCM), IP phones (enterprise/multiplatform), and Webex Calling (WxC). He is also recognized as an innovator with the creation and development of many internal and external tools that solve problems, reduce effort, and save time.

Training Experience
Customer Experience
Employee Experience
Hybrid Work
Sustainability
Manageability
Observability
Education
Healthcare
Financial Services
Pub. Sector Gov't
Workspaces
Security & Compliance
Troubleshooting
Integrations Ecosystem
Webex Suite UCaaS
Webex Calling
Webex Meetings
Cisco Devices
Control Hub
Training Experience
TRAINING PASS REQUIRED
Webex data management, control, and loss prevention.
Training Class: Advanced

Webex offers a comprehensive cloud collaboration suite, allowing users to interact and share content internally and externally. However, this collaboration poses risks, making it crucial to secure sensitive data against unauthorized access and loss.

 

This session examines organization data management and control topics for Webex deployments including:

  • Built-in data control, data loss prevention (DLP), eDiscovery, anti-malware protection, and data retention capabilities of Webex.
  • Webex APIs for monitoring and controlling organization data.

We'll explore DLP and compliance for Webex using Cisco Cloudlock, Theta Lake, and AGAT SphereShield. Familiarity with Webex services and the Control Hub portal is required for attendees.

Speakers
Cisco
Matt Jordy
Technical Marketing Engineer, Cisco

Matt Jordy is a Technical Marketing Engineer in the Collaboration Technology Group at Cisco. He focuses on on-premises and cloud architectures, design, and security for collaboration. He provides technical guidance on Cisco collaboration solutions and products to the Cisco sales force as well as Cisco customers and partners around the world.

Training Experience
Security & Compliance
Webex Suite UCaaS
Webex Platform
Control Hub
Training Experience
TRAINING PASS REQUIRED
Webex identity, provisioning, authentication, and authorization.
Training Class: Advanced

This session will explore all aspects of identity, provisioning, authentication, and authorization on the Webex platform.

 

We'll explore Directory Connector, SCIM (1.0 and 2.0), REST API, Azure (Entra) AD Wizard, and SAML JIT provisioning. We will also do a deep dive on various parts of authentication, including single sign-on (SSO) via SAML and OpenID Connect (OIDC), multi-factor authentication (MFA), and multiple identity providers on Webex.

 

You'll learn about OAuth tokens for Webex authorization and admin token management. Finally, you'll discover how OIDC enables Zero Trust End-to-End Identity with Verifiable Credentials for Webex Meetings.

Speakers
Cisco
Scott Kiewert
Technical Marketing Engineer, Cisco

Scott Kiewert is a Technical Marketing Engineer in the Collaboration Technology Group at Cisco. He currently focuses on Webex security, identity, compliance, privacy, and data sovereignty.

Training Experience
Manageability
Security & Compliance
Troubleshooting
Integrations Ecosystem
Webex Suite UCaaS
Webex Platform
Control Hub
Training Experience
TRAINING PASS REQUIRED
Calling integration with Microsoft Teams.
Training Class: Advanced

This intermediate-level session provides attendees with a detailed understanding of how Cisco communication solutions can interoperate with Microsoft Teams, with a specific focus on the calling scenarios.

 

The following topics will be covered:

  • Using Cisco Phones and Peripherals with Microsoft Teams.
  • Direct Routing for Microsoft Phone System.
  • Direct Routing with CUBE.
  • Direct Routing with Unified Communications Manager via Cisco Unified Border Element (CUBE).
  • Webex Calling for Microsoft Teams.
  • Client-side integration for Webex Calling and Cisco Unified Communications Manager.

A basic understanding of Cisco calling solutions is required for this session.

Speakers
Cisco
Sara Macías Salete
Collaboration Technical Solutions Architect, Cisco

Sara Macías Salete is a Collaboration Solutions Engineer in Cisco. She is part of the Global Collaboration Sales Engineering team, focused on Interoperability and Competition between Cisco Collaboration solutions and Microsoft, Google and Zoom. She has been working in Cisco for more than 10 years, always dedicated to the Collaboration technologies.

Sara holds an MSc and BSc in Telecommunications Engineering by the Technical University of Madrid. She's passionate about technology, jazz music, dance and wine tasting, being a DipWSET candidate.

The key topics Sara can cover are Cisco Devices interoperability with Microsoft Teams, Google Meet and Zoom; Cisco Devices for Microsoft Teams (MTRs) and Webex Calling for Microsoft Teams (client-side integration for Calling).

Training Experience
Customer Experience
Employee Experience
Hybrid Work
Manageability
Integrations Ecosystem
Webex Suite UCaaS
Webex Calling
Cisco Devices
Control Hub
Training Experience
TRAINING PASS REQUIRED
Webex video interoperability with Microsoft Teams.
Training Class: Advanced

This intermediate-level session provides attendees with a detailed understanding of how Cisco collaboration solutions can interoperate with Microsoft Teams, with a focus on devices and meetings.

 

We'll cover high-level architectures, supported capabilities, and an overview of the end-user experience for:

  • Cisco video devices and Cisco RoomOS experience.
  • Interoperability using VIMT (CVI) Gateway.
  • Interoperability using WebRTC (Direct Guest Join).
  • Cisco video devices and the Microsoft Teams experience: Microsoft Teams Rooms/Displays/Panels.
Speakers
Cisco
Davide Preti
TME Technical Leader, Cisco
Davide Preti is a Technical Marketing Engineering Technical Leader in the Collaboration Technology Group Solutions Team focusing on Cisco Unified Communications. Davide is based in Italy and joined Cisco in 2010 through the TANDBERG acquisition. His main area of expertise is around Microsoft, Google, and Zoom interoperability, with a special focus on video.
Training Experience
Customer Experience
Employee Experience
Hybrid Work
Manageability
Workspaces
Integrations Ecosystem
Webex Suite UCaaS
Webex Calling
Cisco Devices
Control Hub
Training Experience
TRAINING PASS REQUIRED
Webex Edge Connect design guidance.
Training Class: Advanced

Webex is a constantly evolving cloud platform with innovation happening all the time such as the Webex Edge Connect for Meetings and Calling. In this session, we'll review the Edge Connect solution, cover some of the key design considerations and deployment best practices, and discuss some of the latest updates to the offering. A general knowledge of Webex products is required.

Speakers
Cisco
Richard Murphy
Technical Leader - Technical Marketing Engineer, Cisco
Richard Murphy is a Technical Marketing Engineer, Technical Leader within the Cisco Collaboration Technology Group business unit and is part of the Webex Technical Marketing Engineering (TME) team focusing on the Webex Edge and Meetings services. This includes Video Mesh, Edge Connect, Edge Audio, and Webex Meetings. Richard is a multiple time Distinguished Speaker at Cisco Live. Prior to this role, he specialized on the Cisco TelePresence Conductor, Cisco TelePresence Server, MCU, and Recording and Streaming products. Richard brings over 20 years of experience to all aspects of complex network designs and projects with audio, video, network routing, and switching. One of the recent unique projects was for NASA's Artemis I mission involving Callisto. Prior to Cisco's acquisition of TANDBERG, he spent 5 years at TANDBERG as a Systems Engineer and Theater Product Manager.
Training Experience
Customer Experience
Employee Experience
Webex Suite UCaaS
Webex Calling
Webex Meetings
Contact Center CCaaS
Webex Platform
Control Hub
Training Experience
TRAINING PASS REQUIRED
Cisco cross-architecture: Networking, Cisco Spaces and Splunk.
Training Class: Advanced

Whether you're a seasoned pro or new to Control Hub, this technical session offers a comprehensive view of how collaboration technologies like Webex can be integrated with ThousandEyes, Meraki, Cisco Spaces, and Splunk.

 

The session will focus on:

 

ThousandEyes: where we will explore real-time network performance monitoring, gain an understanding of different agent types and how they complement each other, and learn how to configure proactive problem-solving techniques. This session will also cover how ThousandEyes enhances Webex Calling, Microsoft workflows (MTR, VIMT, WebRTC), and introduce new features for on-premise registered devices (CUCM) and PhoneOS.

 

Meraki: we will gain insights into achieving superior network management by integrating Meraki with Webex. This section demonstrates the ease of integration between the platforms, driving greater operational efficiency.

 

Cisco Spaces: Transform workspaces into smart, sustainable environments with sensor data from Cisco devices. Real-time monitoring, along with rich, interactive maps for contextual awareness, provide actionable insights for smarter workspace management.

 

Splunk: In this session we will discuss Splunk and how it's evolved into a comprehensive platform for monitoring, analyzing, and visualizing data in real time. We will look into key milestones in Splunk’s journey with the acquisition by Cisco, a move that positions for greater integration into Collaboration infrastructure and enhances it's capabilities in capturing logs and analytics from devices.

 

This session delivers practical strategies to enhance collaboration technology performance and streamline network management across platforms

Speakers
Cisco
Omer Ilyas
Technical Marketing Engineering Technical Leader, Cisco

Omer is a CCIE-certified Technical Marketing Engineer. Boasting a professional journey spanning more than a decade, he has excelled in conceptualising, creating, and executing intricate, expansive, and worldwide initiatives within the realm of Collaboration Solutions. This encompasses Cloud, On-Premises, and Hybrid undertakings. Omer's current endeavours are centered around the dynamic Webex platform, encompassing aspects such as APIs, Integrations, Webex Teams, Meetings, and Calling. He has achieved academic excellence with both a Bachelor's and a Master's degree in Software Engineering.

Cisco
Kevin Ian Barrow
Technical Marketing Engineer Leader, Cisco
Kevin Ian is a Cisco and Microsoft Certified Technical Marketing Engineer focusing on Integrations. Kevin’s Ian’s career has allowed him to become proficient in Cisco’s Datacenter and Mobility Technologies, and ultimately Cisco’s Collaboration portfolio. Kevin’s current focus is on maximizing and integrating Ciscos latest acquisition of Splunk, along with further development of Cisco’s video technologies including Cisco video devices.
Training Experience
Customer Experience
Employee Experience
Hybrid Work
Manageability
Observability
Education
Healthcare
Financial Services
Pub. Sector Gov't
Workspaces
Security & Compliance
Troubleshooting
Integrations Ecosystem
Webex Suite UCaaS
Webex Calling
Webex Meetings
Webex Events
Cisco Devices
Contact Center CCaaS
Webex Connect CPaaS
Webex Platform
Control Hub
Training Experience
TRAINING PASS REQUIRED
Webex can do that? A deep dive into the Webex platform.
Training Class: Advanced

Using a persona model allows one to focus on the features of that specific group, rather than one specific use case where the rest of the organization gets what’s left over. Come hear how Webex can help you identify those personas and craft a highly feature-rich option to meet each different use case your organization might have. The Webex platform is powerful, articulate, and driven towards a singular goal of user simplicity. Let us help show you that “Yes, Webex can do that!”

Speakers
Cisco
Justin Jordan
Sr. Product Manager, Webex Calling, Cisco

Justin Jordan is a Senior Product Manager for Webex Calling with 25 years of experience in calling and collaboration technologies. Working for 12 years at Cisco in both technical sales and product roles, Justin loves bringing our customers simple solutions to complex problems. Justin attended the University of Hawaii and lives in the Hill Country of Texas with his wife, daughter, and two pugs.

Cisco
Amy Ryan
Principal Solutions Engineer, Cisco
Amy Ryan is a Principal Solutions Engineer with over 24 years of experience in collaboration technologies. Amy worked for Cisco partners for 10 years and the last 14 years at Cisco designing and deploying complex calling solutions. Over the past few years it has been her passion to help customers move from premise based calling to cloud calling solutions.
Training Experience
Customer Experience
Employee Experience
Hybrid Work
Manageability
Observability
Education
Healthcare
Financial Services
Pub. Sector Gov't
Workspaces
Security & Compliance
Troubleshooting
Integrations Ecosystem
Webex Suite UCaaS
Webex Calling
Webex Meetings
Webex Events
Cisco Devices
Contact Center CCaaS
Webex Connect CPaaS
Webex Platform
Control Hub
Training Experience
TRAINING PASS REQUIRED
Troubleshooting: Webex authentication and provisioning.
Training Class: Expert

Webex administration is continually evolving. If you're thinking about deploying Webex, growing it, or are interested in avoiding a call to TAC, this session will help you understand the most common pitfalls customers run into when managing Webex. The content will be based on the most common challenges customers face when opening TAC cases around the following topics:

  • Directory integrations such as Directory Connector and Azure AD Sync (includes understanding troubleshooting approach, available logs, and sync issues).
  • Group synchronization issues and migration challenges.
  • Single sign-on configuration issues and certificate updates (includes understanding a SAML assertion, SSO auth flow, and login issues).
Speakers
Cisco
Paul Stojanovski
Sr. Technical Leader, Cisco
Paul is a senior Technical Leader at Cisco, working within the Customer Experience (CX) organization supporting Webex solutions. He focuses his time on multiple areas, such as driving Webex product serviceability for customers, building innovation for TAC case opening tools, and helping drive global TAC support strategy. He has spent his entire professional career working with Collaboration and Webex. In Collaboration, he worked as a TAC engineer supporting the on-premise Collaboration portfolio primarily focused on Immersive and Mobile and Remote Access. He has been involved in Webex support for nine years and was responsible for bringing Webex support in alignment with the global CX support teams. Currently, he focuses most of his effort on the Webex administration experience working with the Webex Control Hub and Webex Identity. He is passionate about driving change within Webex products to help bring customers, partners, or anyone using the products better serviceability and self-service capabilities. He is also a 7-time Cisco Live Distinguished Speaker.
Training Experience
Customer Experience
Employee Experience
Manageability
Observability
Security & Compliance
Troubleshooting
Integrations Ecosystem
Webex Suite UCaaS
Webex Calling
Webex Meetings
Cisco Devices
Contact Center CCaaS
Control Hub
Training Experience
TRAINING PASS REQUIRED
Troubleshooting Cisco Devices: Microsoft Teams Room, Webex Edge, WebRTC
Training Class: Expert

Today, the vast majority of teams use two or more collaboration solutions, making reliable integration an increasing priority. In this session, participants will learn how to troubleshoot third party integrations like Microsoft Teams Rooms (MTR) as well as WebRTC integrations such as Google Meet, Microsoft Teams, and Zoom on Cisco collaboration endpoints. This includes common problems seen by our teams such as configuration, scheduling, meeting connection failures, and call quality. You'll leave this session with expertise on how to implement best practices, as well as solve unexpected problems, to make managing multiple meetings solutions seamless for both your IT team and end users.

Speakers
Cisco
Tim Kratzke
Technical Leader, Cisco
Tim Kratzke has been working on Cisco Telepresence products for over 12 years, ranging from Immersive video systems, video infrastructure such as Cisco Meeting Server (CMS) and Expressway, and for the past 6 years specializing in video endpoints. After working as a Telepresence TAC engineer, Tim now works with global CX teams training new engineers, building tools to aid in the troubleshooting process, and working with engineering to improve the serviceability of collaboration video endpoints. In his spare time Tim is an avid hockey fan and enjoys traveling and exploring new destinations.
Training Experience
Customer Experience
Employee Experience
Manageability
Observability
Workspaces
Troubleshooting
Integrations Ecosystem
Webex Suite UCaaS
Webex Calling
Webex Meetings
Cisco Devices
Control Hub
Training Experience
TRAINING PASS REQUIRED
Troubleshooting: Webex Calling
Training Class: Expert

This session will guide you through Webex Calling troubleshooting, focusing on multitenant components, including end-user onboarding, synchronization, management, location/number/dial plan management, and PSTN connectivity, including premises-based PSTN. It will not cover Dedicated Instance.

 

The session also includes troubleshooting with Control Hub, MPP phones, Webex App, Webex Devices, and SIP trunks to premises-based PSTN. It will address diagnosing media connectivity and quality issues and introduce diagnostic tools. Finally, we will explore APIs that allow you to automate the provisioning and troubleshooting of Webex Calling.

 

Knowledge of routine onboarding and administration in Control Hub is recommended for attendees.

Speakers
Cisco
Paul Stojanovski
Sr. Technical Leader, Cisco
Paul is a senior Technical Leader at Cisco, working within the Customer Experience (CX) organization supporting Webex solutions. He focuses his time on multiple areas, such as driving Webex product serviceability for customers, building innovation for TAC case opening tools, and helping drive global TAC support strategy. He has spent his entire professional career working with Collaboration and Webex. In Collaboration, he worked as a TAC engineer supporting the on-premise Collaboration portfolio primarily focused on Immersive and Mobile and Remote Access. He has been involved in Webex support for nine years and was responsible for bringing Webex support in alignment with the global CX support teams. Currently, he focuses most of his effort on the Webex administration experience working with the Webex Control Hub and Webex Identity. He is passionate about driving change within Webex products to help bring customers, partners, or anyone using the products better serviceability and self-service capabilities. He is also a 7-time Cisco Live Distinguished Speaker.
Cisco
Luis Ramirez
Customer Delivery Engineering Technical Leader, Cisco
Luis Ramirez: Cisco TAC Technical Leader & Advocate for Excellence in Webex Calling As the current Technical Leader for Cisco's TAC in Webex Calling Technology, Luis has been at the vanguard of enhancing global support capabilities and refining the Webex Calling experience for customers and engineers alike. With a career spanning over 16 years within Cisco TAC, Luis brings a wealth of experience and a deep understanding of Cisco Collaboration products to the forefront of technological innovation. At the heart of Luis's work is a passion for mentorship. By dedicating a significant portion of time to guide and nurture the skills of TAC engineers, Luis ensures that the next generation of technical support is prepared to meet the complex demands of modern collaboration solutions. This commitment to excellence extends beyond team development, as Luis actively contributes to the improvement of product serviceability. Renowned for expertise in complex hybrid Collaboration implementations, Luis plays a pivotal role in assisting customers as they transition to cloud-based solutions. This expertise is underpinned by a ten-year mastery of the CCIE Collaboration Certification #40952, a testament to Luis's dedication and skill in the field. Driven by an unwavering commitment to instigate positive change, Luis is instrumental in elevating the Webex Calling Offer. Through a focus on customer support and service enhancement, Luis not only addresses current needs but also paves the way for a more innovative and reliable future in cloud collaboration. #Teacher #Pioneer
Cisco
Paul Giralt
Distinguished Engineer, Cisco
Paul Giralt, CCIE R&S, CCIE Voice, CCIE Collaboration #4793, is a Distinguished Engineer in the Cisco Acceleration Center where he focuses on Hybrid Work and Cisco collaboration technologies. He spends much of his time helping customers accelerate the adoption of Cisco technologies and solutions, working with Cisco's largest collaboration deployments and working closely with engineering on improving product serviceability and cross-architecture product integrations. Paul has spent his career at Cisco in the TAC, the Collaboration Technology Group, Solution Validation Services, Cisco Advanced Services, Customer Experience, and most recently as part of the Acceleration Center. Paul has spent years designing, troubleshooting and diagnosing issues on some of the largest and most complex Cisco Collaboration deployments. He is passionate about the intersection of programmability and Cisco Collaboration products as well as making it easier for customers to use APIs to automate their deployments. He is also the author multiple Cisco Press collaboration titles, an IETF contributor, hold numerous collaboration-related patents, and is a member of the Cisco Live Distinguished Speaker Hall of Fame Elite.
Cisco
Esteban Valverde
CX TAC Technical Leader, Webex Calling, Cisco
Esteban Valverde, CCIE No. 34305, stands at the forefront of technological innovation as a Cisco Senior Technical Leader in TAC, boasting an impressive 18-year tenure in the realms of Collaboration, Networking and software development. Currently a pivotal member of the Global Cisco Webex Calling Technical Leadership team. He is currently based in Research Triangle Park, North Carolina, Esteban excels in orchestrating customer-centric solutions that seamlessly integrate on-premises Collaboration products with Webex Calling Cloud Services. His commitment to excellence is evident through his dedication to enhancing the support journey for customers and fostering a symbiotic relationship with the Cisco Engineering team to drive product serviceability to new heights. Over the years, Esteban has been the technical maestro behind numerous critical global collaboration deployments, sharing his extensive knowledge and expertise through comprehensive training and meticulous documentation for both Cisco's internal teams and its customers. Esteban is not only recognized for his technical acumen but also for his academic credentials, holding a bachelor's degree in Computer Science. His ability to translate complex technical concepts into tangible, user-friendly solutions makes him an invaluable asset to the industry and an esteemed leader in the field of Collaboration.
Training Experience
Customer Experience
Employee Experience
Manageability
Observability
Troubleshooting
Integrations Ecosystem
Webex Suite UCaaS
Webex Calling
Cisco Devices
Control Hub
Training Experience
TRAINING PASS REQUIRED
Agile management of Webex Calling: There's an API for that!
Training Class: Expert

Webex Calling offers a number of ways to manage the solution. Individual configuration of characteristics in Control Hub complemented by bulk provisioning of features, and, finally, public Webex APIs. The session covers everything from a brief overview of general fundamentals, including REST, JSON, serialization/deserialization, integrations, scopes, and OAuth flows to best practices to building provisioning tools using a Python SDK that enables easy consumption of the Webex Calling APIs. The SDK takes care of all aspects from data representation to error handling, logging, and pagination. Running code used in this session is shared with the attendees on GitHub. The session assumes some experience with development using Python.

Speakers
Cisco
Johannes Krohn
Principal Technical Marketing Engineer, Cisco

Johannes Krohn joined Cisco System in Germany in 2000. In his over 30 years of experience in the networking and telecommunication industry he worked in several IT companies gaining knowledge in engineering, system design and technologies from ATM to multi-protocol networking. In the last 20+ years he mainly focussed on IP telephony, Unified Collaboration and on-premise and cloud based collaboration solutions. As Technical Marketing Engineer working on Collaboration System Architectures he provides design guidance in key projects and is responsible to transferring new product information of Cisco Collaboration Solutions to audiences internally and externally. Technology focus areas include call routing architectures, collaboration architecture simplification and cloud collaboration. As part of the continuous development cycle he is providing input to the system level planing of future solutions. He holds a CCIE Voice.

Training Experience
Customer Experience
Employee Experience
Manageability
Observability
Troubleshooting
Integrations Ecosystem
Webex Suite UCaaS
Webex Calling
Cisco Devices
Control Hub
Training Experience
TRAINING PASS REQUIRED
Calling interoperability with Microsoft.
Training Lab: Advanced

This hands-on lab will provide participants an opportunity to implement Cisco calling interoperability with Microsoft Teams by focusing on any of the following scenarios:

 

Scenario 1: Microsoft Phone System Direct Routing to PSTN and UCM using Cisco Unified Border Element (CUBE).

Scenario 2: Webex Calling Integration for Microsoft Teams.

Scenario 3: Webex Calling (UCM Calling) Integration with Microsoft Teams.

 

A basic understanding of Cisco calling solutions is required to successfully complete this lab.

Speakers
Cisco
Shane Long
Technical Marketing Engineer, Cisco
Shane is a Technical Marketing Engineer based in Galway, Ireland. Shane's main focus is on the Webex App and its various workloads. Shane has a specific focus on deployment practices including VDI. Other focus items include migrations, MS Teams interoperability and custom integrations. Shane has also supported Cisco Jabber for a number of years.
Cisco
Hussain Ali
Technical Marketing Engineer, Cisco
Hussain Ali (CCIE# 38068 - VOICE, COLLAB) is a Technical Marketing Engineer/Technical Leader in the Collaboration Technology Group at Cisco Systems. He is responsible for all Unified Communications services and applications on the ISR, Catalyst 8300 & virtual routing platforms like Cisco Unified Border Element (CUBE), Cloud Calling solutions such as Webex Calling, call recording, Direct Routing with Microsoft Phone System, and Webex Contact Center. He provides architectural design guidance for unified communication services and solutions to enterprise customers, service providers, Cisco sales force, and Cisco partners. He works directly with the product management and engineering teams in strategizing future product development to meet customer needs. Prior to joining this group, he led the Multiservices Cisco Technical Assistance Center (TAC) team in Richardson, TX, troubleshooting and diagnosing some of the largest Cisco Collaboration deployments.
Cisco
Sara Macías Salete
Collaboration Technical Solutions Architect, Cisco

Sara Macías Salete is a Collaboration Solutions Engineer in Cisco. She is part of the Global Collaboration Sales Engineering team, focused on Interoperability and Competition between Cisco Collaboration solutions and Microsoft, Google and Zoom. She has been working in Cisco for more than 10 years, always dedicated to the Collaboration technologies.

Sara holds an MSc and BSc in Telecommunications Engineering by the Technical University of Madrid. She's passionate about technology, jazz music, dance and wine tasting, being a DipWSET candidate.

The key topics Sara can cover are Cisco Devices interoperability with Microsoft Teams, Google Meet and Zoom; Cisco Devices for Microsoft Teams (MTRs) and Webex Calling for Microsoft Teams (client-side integration for Calling).

Cisco
Venky Yechuri
Technical Projects Systems Engineer, Cisco
A Systems Engineer in Global Demo Engineering at Cisco, specializing in Collaboration Architecture!
Training Experience
Customer Experience
Employee Experience
Manageability
Observability
Troubleshooting
Integrations Ecosystem
Webex Suite UCaaS
Webex Calling
Cisco Devices
Control Hub
Training Experience
TRAINING PASS REQUIRED
Webex Customer Experience Basic & Essentials.
Training Lab: Advanced

Customer Experience is the next-generation cueing platform that is part of Webex Calling. This lab will take us from the planning stages all the way to the agent and supervisor experience. Join us to plan how you can expand your current Hunt Groups and UCCX and how we can merge those into a next-generation experience inside Customer Experience for Webex Calling. We will cover and configure both Basic and Essentials, deployment of agents and supervisors, and route calls, as well as test out the solution to give you knowledge and experience to take home and deploy the features in your own environment.

Speakers
Cisco
Amy Ryan
Principal Solutions Engineer, Cisco
Amy Ryan is a Principal Solutions Engineer with over 24 years of experience in collaboration technologies. Amy worked for Cisco partners for 10 years and the last 14 years at Cisco designing and deploying complex calling solutions. Over the past few years it has been her passion to help customers move from premise based calling to cloud calling solutions.
Cisco
Ishan Sambhi
Solutions Engineer, Cisco
Ishan Sambhi is a Technical Solutions Architect in Collaboration at Cisco Systems and holds CCIE Collaboration, RHCE and VCP certifications. He has over 14 years of experience supporting different verticals such as large financials, healthcare and Web scale accounts with expertise in Cisco collaboration On-prem and cloud products. Ishan was previously a part of Cisco's Services team and worked as an End to End collaboration lead supporting Collaboration teams on escalations and support issues,
Cisco
Rajamani Nallakaruppan
Solutions Engineer, Cisco
Rajamani Nallakaruppan is a Solutions Engineer with the Cisco Collaboration Experience Program (CCEP) Team. He works with the Collaboration Pre-Sales team and his area of expertise includes Webex Calling, Webex Dedicated Instance(DI), Webex Contact Center and Webex Devices. Prior to joining the Cisco Sales team, Rajamani was an End to End Collaboration Lead for the Technical Services (CX) Organization. Rajamani has worked across Cisco Unified Communications Manager, UC Applications TAC team(s) and has presented multiple times in previous Cisco Live events.
Training Experience
Customer Experience
Employee Experience
Manageability
Observability
Troubleshooting
Integrations Ecosystem
Webex Suite UCaaS
Webex Calling
Contact Center CCaaS
Control Hub
Training Experience
TRAINING PASS REQUIRED
Webex security: Identity, compliance, and encryption.
Training Lab: Advanced

This lab explores Webex security and educates attendees on the practical steps required to enable and manage security features and functions available with Webex deployments, including:

 

- Identity, Authentication (AuthN), and Authorization (AuthZ): Enable user provisioning and directory synchronization, explore settings and licensing templates, enable multi-factor authentication, and configure single sign-on (SSO) using SAML and OpenID Connect.

- Compliance: Investigate Webex data control including data loss prevention (DLP), eDiscovery, anti-malware protection, and data retention with built-in Webex capabilities and integrations to external compliance platforms. Cisco Cloudlock, Theta Lake, and AGAT SphereShield will be used to explore DLP and other compliance operations for Webex.

- End-to-End (E2E) Encryption: Examine Webex Zero Trust End-to-End encrypted meetings, DLP compliance, and digital watermarking capabilities in Webex Meetings.

Speakers
Cisco
Scott Kiewert
Technical Marketing Engineer, Cisco

Scott Kiewert is a Technical Marketing Engineer in the Collaboration Technology Group at Cisco. He currently focuses on Webex security, identity, compliance, privacy, and data sovereignty.

Cisco
Matt Jordy
Technical Marketing Engineer, Cisco

Matt Jordy is a Technical Marketing Engineer in the Collaboration Technology Group at Cisco. He focuses on on-premises and cloud architectures, design, and security for collaboration. He provides technical guidance on Cisco collaboration solutions and products to the Cisco sales force as well as Cisco customers and partners around the world.

Cisco
Niket Shah
Technical Solutions Architect, Cisco Systems, Cisco

Niket has 14 years of experience in Cisco Unified Communications, UCaaS, and Data Center. Prior to his current role , he worked with Cisco cloud managed services as a technical architect for white glove cloud uc offerings for banks & service providers , as a technical lead for TAC for the UC team. Niket holds a CCIE in Collaboration, Master in Microlectronics , Bachelors in Electronics, Bachelors in Telecommunications engineering . He is currently a Technical Solutions Architect focused on collaboration for global enterprise with focus on cloud calling and contact center architectures and hybrid work.

Training Experience
Manageability
Observability
Security & Compliance
Webex Platform
Control Hub
Training Experience
TRAINING PASS REQUIRED
From theory to practice: Generative AI and Webex integration.
Training Lab: Advanced

In this lab, participants will learn about the Generative AI (GenAI) framework and various AI types, including an introduction to transformers, Retrieval-Augmented Generation (RAGs), Multi-Query, and RAPTORS, as well as the concepts of embeddings and vector databases. Participants will learn how to interact with large language models (LLMs) such as OpenAI, Gemini, and Llama, among others.

 

We'll examine GenAI frameworks such as Llama Index, LangChain, and Hugging Face, and apply them in AI app development. The lab includes creating an app to interface with platforms like Webex, applying the discussed concepts.

 

Participants will leave with a strong GenAI understanding and skills to build AI solutions.

Speakers
Cisco
Omer Ilyas
Technical Marketing Engineering Technical Leader, Cisco

Omer is a CCIE-certified Technical Marketing Engineer. Boasting a professional journey spanning more than a decade, he has excelled in conceptualising, creating, and executing intricate, expansive, and worldwide initiatives within the realm of Collaboration Solutions. This encompasses Cloud, On-Premises, and Hybrid undertakings. Omer's current endeavours are centered around the dynamic Webex platform, encompassing aspects such as APIs, Integrations, Webex Teams, Meetings, and Calling. He has achieved academic excellence with both a Bachelor's and a Master's degree in Software Engineering.

Cisco
Shane Long
Technical Marketing Engineer, Cisco
Shane is a Technical Marketing Engineer based in Galway, Ireland. Shane's main focus is on the Webex App and its various workloads. Shane has a specific focus on deployment practices including VDI. Other focus items include migrations, MS Teams interoperability and custom integrations. Shane has also supported Cisco Jabber for a number of years.
Training Experience
Artificial Intelligence (AI)
Security & Compliance
Integrations Ecosystem
AI Assistant
Training Experience
TRAINING PASS REQUIRED
A hands-on approach to automation with Cisco collaboration APIs.
Training Lab: Advanced

Tired of repetitive tasks, human errors in updates, or lacking insights into your collaboration tools? Learn how APIs and automation can streamline your operations in this hands-on course.

 

Using modern development best practices, you'll develop a web portal that will automate the configuration of Cisco collaboration products, such as Cisco Unified Communications Manager (UCM) and Webex Suite (meetings, messaging, calling).

 

In this course, you'll learn:

  • How to programmatically perform common tasks such as provisioning users, IP phones, and more.
  • How to leverage APIs to gather real-time operational data.
  • How to leverage Webex messaging APIs to send notifications and migrate users from on-premises UCM to Webex Calling.

Some experience with Python is highly recommended, but not required.

Speakers
Cisco
Paul Giralt
Distinguished Engineer, Cisco
Paul Giralt, CCIE R&S, CCIE Voice, CCIE Collaboration #4793, is a Distinguished Engineer in the Cisco Acceleration Center where he focuses on Hybrid Work and Cisco collaboration technologies. He spends much of his time helping customers accelerate the adoption of Cisco technologies and solutions, working with Cisco's largest collaboration deployments and working closely with engineering on improving product serviceability and cross-architecture product integrations. Paul has spent his career at Cisco in the TAC, the Collaboration Technology Group, Solution Validation Services, Cisco Advanced Services, Customer Experience, and most recently as part of the Acceleration Center. Paul has spent years designing, troubleshooting and diagnosing issues on some of the largest and most complex Cisco Collaboration deployments. He is passionate about the intersection of programmability and Cisco Collaboration products as well as making it easier for customers to use APIs to automate their deployments. He is also the author multiple Cisco Press collaboration titles, an IETF contributor, hold numerous collaboration-related patents, and is a member of the Cisco Live Distinguished Speaker Hall of Fame Elite.
Cisco
Johannes Krohn
Principal Technical Marketing Engineer, Cisco

Johannes Krohn joined Cisco System in Germany in 2000. In his over 30 years of experience in the networking and telecommunication industry he worked in several IT companies gaining knowledge in engineering, system design and technologies from ATM to multi-protocol networking. In the last 20+ years he mainly focussed on IP telephony, Unified Collaboration and on-premise and cloud based collaboration solutions. As Technical Marketing Engineer working on Collaboration System Architectures he provides design guidance in key projects and is responsible to transferring new product information of Cisco Collaboration Solutions to audiences internally and externally. Technology focus areas include call routing architectures, collaboration architecture simplification and cloud collaboration. As part of the continuous development cycle he is providing input to the system level planing of future solutions. He holds a CCIE Voice.

Cisco
Harish Chawla
Leader, Systems Engineering, Cisco

Harish is a Sales Engineering Manger with Cisco. With over twenty years of UC & Collaboration Technology experience, he has held multiple leadership positions across Cisco IT, Engineering and Sales. He currently leads the first-of-its-kind software development team within the Global Collaboration Sales Engineering organization. His innate ability to connect-the-dots has served several of our largest customers in solving complex business problems and transforming user experiences utilizing the Webex portfolio. With the purpose of advancing our customer’s business outcomes, Harish and his team can help you explore the art-of-the-possible through Webex programmability.

Training Experience
Manageability
Observability
Workspaces
Troubleshooting
Integrations Ecosystem
Webex Suite UCaaS
Webex Calling
Cisco Devices
Webex Platform
Control Hub
Training Experience
TRAINING PASS REQUIRED
The art of the possible: Webex programmability.
Training Lab: Expert

Video-enabled kiosks not only connect customers with agents in real time and reduce wait times, but also enhance overall satisfaction with the customer service experience. Explore the art of the possible with Cisco RoomOS devices and the Webex platform to digitally transform customer experiences.

 

In this session, through a series of detailed API calls, you will programmatically personalize a RoomOS device into a video-enabled kiosk and provision Webex Customer Experience Basics to power the agent experience.

Speakers
Cisco
Harish Chawla
Leader, Systems Engineering, Cisco

Harish is a Sales Engineering Manger with Cisco. With over twenty years of UC & Collaboration Technology experience, he has held multiple leadership positions across Cisco IT, Engineering and Sales. He currently leads the first-of-its-kind software development team within the Global Collaboration Sales Engineering organization. His innate ability to connect-the-dots has served several of our largest customers in solving complex business problems and transforming user experiences utilizing the Webex portfolio. With the purpose of advancing our customer’s business outcomes, Harish and his team can help you explore the art-of-the-possible through Webex programmability.

Training Experience
Customer Experience
Employee Experience
Manageability
Observability
Workspaces
Troubleshooting
Integrations Ecosystem
Webex Suite UCaaS
Webex Calling
Cisco Devices
Webex Platform
Control Hub
Training Experience
TRAINING PASS REQUIRED
Implement ThousandEyes and Meraki to monitor and troubleshoot your collaboration environment.
Training Lab: Advanced

As hybrid work becomes the norm, IT admins must swiftly pinpoint user-reported issues. This lab enables admins to use ThousandEyes for monitoring and troubleshooting Webex Calling, Webex Meetings, Cisco devices, and Webex Contact Center.

 

Learn to install endpoint agents, as well as cloud and enterprise agents, to monitor a live Webex meeting's network path. Discover how Meraki's Control Hub integration offers enhanced network path analysis for quicker issue resolution, showcasing Meraki, ThousandEyes, and Control Hub's combined strength.

 

Designed for admins who manage Webex deployments in Control Hub and provide support for end-users, this teaches implementing ThousandEyes for real-time traffic monitoring, addressing key use cases.

Speakers
Cisco
Rafat Kuraishi
Systems Architect, Cisco

Rafat is a Systems Architect at Cisco Systems and holds dual CCIE in Voice and Collaboration technologies. He has over 13 years of experience supporting different verticals such as large financials, healthcare and Web scale accounts with expertise in Cisco collaboration On-prem and cloud products. Rafat has presented at several Cisco Live sessions and is an expert on Webex and ThousandEyes integrations. Rafat was previously a part of Cisco’s Advanced Services team as a Collaboration Architect and has also worked as a TAC engineer supporting Cisco’s collaboration portfolio.

Cisco
Omer Ilyas
Technical Marketing Engineering Technical Leader, Cisco

Omer is a CCIE-certified Technical Marketing Engineer. Boasting a professional journey spanning more than a decade, he has excelled in conceptualising, creating, and executing intricate, expansive, and worldwide initiatives within the realm of Collaboration Solutions. This encompasses Cloud, On-Premises, and Hybrid undertakings. Omer's current endeavours are centered around the dynamic Webex platform, encompassing aspects such as APIs, Integrations, Webex Teams, Meetings, and Calling. He has achieved academic excellence with both a Bachelor's and a Master's degree in Software Engineering.

Cisco
Kevin Ian Barrow
Technical Marketing Engineer Leader, Cisco

Kevin Ian is a Cisco and Microsoft Certified Technical Marketing Engineer focusing on Integrations. Kevin’s Ian’s career has allowed him to become proficient in Cisco’s Datacenter and Mobility Technologies, and ultimately Cisco’s Collaboration portfolio. Kevin’s current focus is on maximizing and integrating Ciscos latest acquisition of Splunk, along with further development of Cisco’s video technologies including Cisco video devices.

Cisco
Venky Yechuri
Technical Projects Systems Engineer, Cisco
A Systems Engineer in Global Demo Engineering at Cisco, specializing in Collaboration Architecture!
Training Experience
Hybrid Work
Manageability
Observability
Workspaces
Troubleshooting
Integrations Ecosystem
Cisco Devices
Webex Platform
Control Hub
Training Experience
TRAINING PASS REQUIRED
Video Device xAPI, Customization and Deployment.
Training Lab: Foundations

Join us for an introduction to Cisco device xAPIs. We'll discuss methods on how to interact with the device xAPI and the popular use cases. We’ll also show you how to build and program a custom user interface using the device xAPI and macro editor and how to deploy your customization to your organization.

Speakers
Cisco
Bobby McGonigle Jr.
Technical Marketing Engineer, Cisco

I am a Technical Marketing Engineer(TME) for Cisco Collaboration. My focus is on device customization using the xApi, Macros and UI Extensions; creating new experiences and tools for the community to use in their spaces. I have been working with collaboration technology for 6+ years, primarily around conference devices in both administration and education environments.

Cisco
Chris Norman
Collaboration Systems Engineer, Cisco
Chris is a Collaboration Systems Engineer in the Global Enterprise group at Cisco. With over 25 years of experience working in telecommunications industry Chris has worked across nearly every industry vertical from SMB to some of the largest enterprise companies in the world. Chris is also a self taught programmer that currently is the lead developer for CE-Deploy with an expertise in deploying Cisco's collaboration endpoints en-mass.
Training Experience
Customer Experience
Employee Experience
Manageability
Observability
Workspaces
Troubleshooting
Integrations Ecosystem
Webex Suite UCaaS
Webex Calling
Cisco Devices
Webex Platform
Control Hub
Training Experience
TRAINING PASS REQUIRED
Cisco devices and Microsoft Teams Room learning lab.
Training Lab: Advanced

You may already be aware that a wide range Cisco collaboration devices now support Microsoft Teams Rooms. However, you might be wondering: What are the benefits? How do I get started? And are there any trade-offs?

 

Join us for an immersive learning and lab session where we'll explore how to run the native Microsoft Teams Rooms experience on Cisco devices, complemented by hands-on exercises focused on conversion and onboarding processes. We'll also share best practices and strategic insights to ensure that by the end of the session, you'll depart with a thorough understanding of how to optimize Cisco devices running Microsoft Teams Rooms for your specific environment.

Speakers
Cisco
Charlie Thorpe
Technical Marketing Engineer, Cisco
Charlie Thorpe is a Technical Marketing Engineer within the Cisco Collaboration Technology Group business unit and is part of the Webex Technical Marketing Engineering (TME) team focusing on Microsoft Teams Rooms, RoomOS, Desk Series, Sharing, and Webex Edge for Devices. Prior to this role, Charlie was a Technical Solutions Architect within the EMEA Webex SE team focusing on Webex SaaS solutions including Webex Messaging, Webex Meetings, Webex Calling, and Webex Hybrid Services. Charlie has been with Cisco since 2010. Prior to this, he spent four years with Nortel as a Systems Engineer within the Enterprise Sales organization, working within IP telephony, contact center, and data networking. Before his time at Nortel, he worked with BT for 15 years.
Cisco
Davide Preti
Technical Marketing Engineer, Cisco

Davide Preti is a Technical Marketing Engineering Technical Leader in the Collaboration Technology Group Solutions team focusing on Cisco Unified Communications. Davide is based in Italy and joined Cisco in 2010 through the TANDBERG acquisition. His main area of expertise is around Microsoft, Google, and Zoom interoperability, with a special focus on video and IM&P.

Training Experience
Customer Experience
Employee Experience
Hybrid Work
Manageability
Observability
Workspaces
Troubleshooting
Integrations Ecosystem
Webex Suite UCaaS
Webex Calling
Cisco Devices
Webex Platform
Control Hub
Training Experience
TRAINING PASS REQUIRED
A comprehensive guide to the Webex Suite.
Training Class: Foundations

Webex Suite is a versatile collection of collaboration workloads designed to meet diverse communication needs across any industry and geographical location. This overview highlights the key components of Webex Suite, including video conferencing, team collaboration, cloud calling, and event management. It outlines the accessibility of these resources through multiple platforms and devices, ensuring users can leverage its full potential. This session is catered to users seeking to streamline their collaborative processes and learn practical tips for quick and effective adoption.

Speakers
Cisco
Clare Davis
Enablement Specialist, Cisco
Clare is an Enablement Specialist at Cisco Systems, where she passionately delivers live training designed to ignite users' enthusiasm for the Webex Suite of services. With a remarkable 23 years of experience under her belt, Clare specializes in live virtual training, e-learning content development, and webinar production. Her expertise is backed by industry-recognized certifications in virtual training and content creation. When Clare is not fulfilling her duties as an educator and technology advocate, she enjoys spending time with family, her posse of cats, and the never-ending task of home projects!
Training Experience
Customer Experience
Employee Experience
Hybrid Work
Webex Suite UCaaS
Webex Calling
Webex Meetings
Webex Events
Cisco Devices
Training Experience
TRAINING PASS REQUIRED
Webex Calling essentials: Establish a solid foundation for effective communication.
Training Class: Foundations

This training session is intended to equip users with the knowledge and skills to effectively use the Webex Calling platform for seamless communication and collaboration. The course aims to familiarize participants with the basics of Webex Calling, providing them with a strong understanding of the platform's features, functionality, and best practices for efficient use. The session is designed to accommodate all levels of experience and participants will gain an understanding of how to enhance their daily communication workflow with Webex Calling.

Speakers
Cisco
Susan Parrish
Enablement Specialist, Cisco

Susan Parrish resides in North Carolina where she enjoys spending time at the beach in her newfound free time as a recent empty nester. She has an extensive background in supporting software-as-a-service products through previous customer-facing roles. Susan has a BA in Management of Information Systems and a Master of Education in Adult Education. She combines her knowledge of the IT industry and customer-facing experience with her passion for education to bring a fresh perspective to technical training at Cisco.

Cisco
Clare Davis
Enablement Specialist, Cisco

Clare Davis is a Webex evangelist and proponent of hybrid work. For over 20 years, Clare has delivered Webex product training to thousands of customers, partners, and internal employees. Clare continually strives to create meaningful content to inspire others with her excitement for how easy it is to work wherever and whenever with Webex!

Clare lives in Redding, California, where she enjoys overwhelming herself with home improvement ideas she’ll never get around to, cooking, spending time with her family, and sharing her house with five adorable cats.

Training Experience
Customer Experience
Employee Experience
Hybrid Work
Manageability
Webex Suite UCaaS
Webex Calling
Cisco Devices
Control Hub
Training Experience
TRAINING PASS REQUIRED
Elevate hybrid work with AI-powered workflows: Webex Events, video messaging, and polling.
Training Class: Foundations

Join us to explore how you to leverage AI-powered tools to improve collaboration, engagement, and events. You’ll learn how Webex video messaging, powered by Vidcast, enhances asynchronous communication, enabling team members to share ideas and updates effectively, regardless of time zones. You’ll discover the power of Webex Events for creating unforgettable in-person, virtual, and hybrid experiences that bring people together from across the globe. And you’ll see how real-time polling tools can capture audience feedback and drive interactive sessions with Slido.

 

This session will provide you with the knowledge to foster a connected, productive, and engaged hybrid workforce.

Speakers
Cisco
Hannah Berke
Customer Success Lead, Vidcast, Cisco

Hannah Berke is currently the Customer Success Lead for Vidcast, Cisco Collaboration’s new asynchronous video messaging application. Prior to joining the Vidcast team, Hannah was a Customer Success Manager at Hyland Software, an enterprise content management software company. She is motivated about helping organizations reach their desired outcomes with the use of asynchronous video. Hannah is most passionate about educating and teaching customers while maintaining energetic and strong relationships.

Training Experience
Customer Experience
Employee Experience
Hybrid Work
Artificial Intelligence (AI)
Webex Suite UCaaS
Webex Events
Training Experience
TRAINING PASS REQUIRED
Expert strategies for hosting and managing engaging Webex Webinars.
Training Class: Foundations

In this session, you’ll learn the differences between Webex Webinars and traditional meetings, focusing on the scenarios that warrant the use of a webinar format. We’ll cover the unique roles, extensive customization options, and content personalization that webinars facilitate to suit various delivery styles and interactive needs. The session aims to impart best practices for organizing and executing a successful webinar, ensuring that presenters are well-equipped to deliver a specialized and engaging session.

Speakers
Cisco
Iain Buck
Technical Marketing Manager, Cisco

Have been with Cisco for 16 years and worked in Meetings and Conferencing for 30 Years. Technical marketing Manager for Conferencing, Webex Meetings and Webinar. Have worked with various organisations to help them get the best out of Meetings and webinars. I have a lot of experience in the conferencing space and have a lot of experience with this and the adjacent technologies.

Training Experience
Customer Experience
Employee Experience
Hybrid Work
Webex Suite UCaaS
Webex Meetings
Training Experience
TRAINING PASS REQUIRED
Connect with customers how and when they want through the orchestration of digital communications.
Training Class: Foundations

Are you ready to automate your digital customer communications but aren't sure how to get started?

 

In this session, you’ll learn the basics of how Webex Connect, our cloud communications platform (CPaaS), can automate, orchestrate, and monitor your customer interactions and turn them into truly impactful customer journeys. You’ll learn about the robust channel options available in Webex Connect and learn how to set up a basic workflow with the low-code flow builder.

 

You’ll leave this session with an understanding of how using Webex Connect can improve your specific customer experience challenges through automation.

Speakers
Cisco
Tanuj Goyal
Leader Product Management, Cisco
Tanuj Goyal leads product management for Webex Connect Enterprise CPaaS platform. In this role, he is responsible for driving the roadmap and development of Webex Connect cloud communications platform that enables businesses to deliver seamless customer experiences leveraging digital communication channels, integrations, automation, NLP/NLU and AI. Tanuj has 14+ years of experience in product management, product marketing, and software development roles.
Cisco
Krishna Koilada
Product Management Leader, Cisco
Krishna Koilada is a product management leader at Webex Connect, where he oversees CPaaS messaging platforms. With over 14 years of experience, his domain expertise spans CPaaS, Data platforms, CCaaS, UCaaS, and Voice. He holds an MBA from Haas School of Business and a Masters in Telecommunications and Innovation Management. Outside of work, he enjoys camping, cooking, and reading, with a particular admiration for Andy Grove's book "Only the Paranoid Survive."
Training Experience
Customer Experience
Employee Experience
Integrations Ecosystem
Contact Center CCaaS
Webex Connect CPaaS
Webex Platform
Training Experience
TRAINING PASS REQUIRED
Unleash the power of the Webex developer platform.
Training Class: Foundations

Join us as we introduce you to the Webex developer platform and how SDKs, bots, and embedded apps can support various industry use cases. We’ll provide you with the necessary groundwork to understand the underlying principles of how they work and explore the use cases and real-world examples of the problems they solve.

 

Finally, we’ll introduce you to our new AI assistant and show how this powerful tool leverages sophisticated Large Language Models (LLMs) to build new apps and integrations in seconds and navigate documentation to extract value.

 

Discover the power of the Webex developer platform and get the tools you need to be at the forefront of a technological revolution.

Speakers
Cisco
Phil Bellanti
Senior Developer Evangelist, Cisco
Phil Bellanti is a Senior Developer Evangelist on the Cisco Webex team, based in Orlando, Florida. Phil has been involved in the cloud-API space since 2007 and joined Cisco in 2015 through their acquisition of real-time communications API provider, Tropo. In his current role, Phil is involved with creating and presenting content for Webex developer enablement, including webinars, tech talks, workshops, hackathons, and other live events. Additionally, Phil enjoys writing how-to blogs, creating newsletters, and networking with the dev community.
Cisco
Sheshadri Mookherjee
Product Manager - Webex Developer Platform, Cisco
Sheshadri is a seasoned product manager with over 13 years of experience in the technology industry. Currently, he is working with the Webex Developer Platform team at Cisco, where he has been spearheading strategic integrations for the past four years. His recent focus has been on leading AI initiatives in Webex Developer Platform aimed at significantly enhancing the customization and personalization of the Webex Suite and Webex Contact Center. In addition to his AI work, Sheshadri has been instrumental in integrating Webex with key enterprise applications such as OneDrive, SharePoint, Box, Google Drive, Salesforce, Jira and Slack. He has also contributed to the development of the Webex embedded apps framework. Before his current role, Sheshadri played a leadership role at 42hertz, a technology consulting company that was acquired by Cisco, and PwC, where he led enterprise application products, features, and engagements.
Training Experience
Artificial Intelligence (AI)
Customer Experience
Employee Experience
Integrations Ecosystem
AI Assistant
Webex Platform
Training Experience
TRAINING PASS REQUIRED
Webex Meetings: Leverage advanced features to transform your meetings and overcome common challenges.
Training Class: Advanced

This session explores the strategies and tools for enhancing meeting engagement and interactivity. It delves into advanced features such as breakout rooms, annotation capabilities, and remote-control options, aiming to elevate the traditional meeting experience. Furthermore, it addresses prevalent meeting challenges and provides practical solutions to effectively navigate and resolve these issues. This session serves as a resource for individuals looking to enrich the meeting experience for their organization.

Speakers
Cisco
Clare Davis
Enablement Specialist, Cisco

Clare Davis is a Webex evangelist and proponent of hybrid work. For over 20 years, Clare has delivered Webex product training to thousands of customers, partners, and internal employees. Clare continually strives to create meaningful content to inspire others with her excitement for how easy it is to work wherever and whenever with Webex!

Clare lives in Redding, California, where she enjoys overwhelming herself with home improvement ideas she’ll never get around to, cooking, spending time with her family, and sharing her house with five adorable cats.

Training Experience
Hybrid Work
Workspaces
AI Assistant
Webex Meetings
Control Hub
Training Experience
TRAINING PASS REQUIRED
A day in the life of a Webex Calling admin: Strategies, optimization, and best practices.
Training Class: Advanced

This class provides a deep dive into the daily responsibilities of administrators managing Webex Calling. Aimed at both new and experienced admins, the course offers a realistic view of the essential tasks associated with the setup and maintenance of Webex Calling services. Participants will engage with practical scenarios to understand call flows, user account management, and system performance optimization. The class covers the foundational aspects of Webex Calling, deployment strategies, and best practices for maintaining high-quality communication. Attendees will leave with actionable knowledge to streamline their administrative workflow and leverage Webex Calling's full potential for their organization's benefit.

Speakers
Cisco
Adam North
Leader, Learning and Development, Cisco
Having been part of the Broadsoft Team prior to its acquisition by Cisco, Adam has been intimately involved with the Webex Calling Product from its initial development through to its present-day form. With a tenure spanning several years as a front-line trainer, Adam has been instrumental in the delivery, creation, and revision of training materials for Cisco Partners, enabling them to effectively resell the product. Adam now leverages his comprehensive knowledge of Webex Calling to design new training courses, develop educational content for the latest features for partners and Customers.
Cisco
Susan Parrish
Enablement Specialist, Cisco

Susan Parrish resides in North Carolina where she enjoys spending time at the beach in her newfound free time as a recent empty nester. She has an extensive background in supporting software-as-a-service products through previous customer-facing roles. Susan has a BA in Management of Information Systems and a Master of Education in Adult Education. She combines her knowledge of the IT industry and customer-facing experience with her passion for education to bring a fresh perspective to technical training at Cisco.

Training Experience
Hybrid Work
Manageability
Workspaces
Webex Calling
Control Hub
Training Experience
TRAINING PASS REQUIRED
Leverage Webex Calling to overcome modern challenges and scale business growth.
Training Class: Advanced

In this session, you’ll learn about the common communication challenges modern enterprises face and how to solve them through the robust features available in Webex Calling. Participants will explore real-world business problems such as fragmented communication channels, inefficient call management, and scalability issues. By the end of the course, participants will be equipped with the knowledge to streamline their organization's communication processes, improve collaboration, and drive business growth through the effective use of Webex Calling.

Speakers
Cisco
Susan Parrish
Enablement Specialist, Cisco

Susan Parrish resides in North Carolina where she enjoys spending time at the beach in her newfound free time as a recent empty nester. She has an extensive background in supporting software-as-a-service products through previous customer-facing roles. Susan has a BA in Management of Information Systems and a Master of Education in Adult Education. She combines her knowledge of the IT industry and customer-facing experience with her passion for education to bring a fresh perspective to technical training at Cisco.

Cisco
Adam North
Leader, Learning and Development, Cisco
Having been part of the Broadsoft Team prior to its acquisition by Cisco, Adam has been intimately involved with the Webex Calling Product from its initial development through to its present-day form. With a tenure spanning several years as a front-line trainer, Adam has been instrumental in the delivery, creation, and revision of training materials for Cisco Partners, enabling them to effectively resell the product. Adam now leverages his comprehensive knowledge of Webex Calling to design new training courses, develop educational content for the latest features for partners and Customers.
Training Experience
Customer Experience
Employee Experience
Manageability
Webex Calling
Control Hub
Training Experience
TRAINING PASS REQUIRED
Unlock the power of Webex Calling analytics in Control Hub.
Training Class: Advanced

Join us for a session on Webex Calling analytics where we’ll deep dive into Control Hub's real-time dashboards and customizable data visualizations. Learn how to measure ROI, optimize features, and lead business transformation efforts through informed decisions. Equip yourself with advanced troubleshooting tools for a detailed user experience assessment, resolving issues quickly to enhance call quality. Dive into critical call quality metrics like jitter, packet loss, and latency, and apply proven troubleshooting techniques to maintain superior communication performance. Transform your organization's approach to analytics with this insightful session.

Speakers
Cisco
Adam North
Leader, Learning and Development, Cisco
Having been part of the Broadsoft Team prior to its acquisition by Cisco, Adam has been intimately involved with the Webex Calling Product from its initial development through to its present-day form. With a tenure spanning several years as a front-line trainer, Adam has been instrumental in the delivery, creation, and revision of training materials for Cisco Partners, enabling them to effectively resell the product. Adam now leverages his comprehensive knowledge of Webex Calling to design new training courses, develop educational content for the latest features for partners and Customers.
Cisco
Peter Welburn
Principal Technical Marketing Engineer, Cisco

Peter is a Principal Technical Marketing Engineer in the Collaboration Technology Group at Cisco with over 16 years’ experience, specializing in Webex administration, analytics, and troubleshooting. He writes documentation, presents, and demonstrates solutions to customers, partners and Cisco teams.

Training Experience
Customer Experience
Employee Experience
Hybrid Work
Manageability
Troubleshooting
Webex Calling
Webex Platform
Control Hub
Training Experience
TRAINING PASS REQUIRED
Reimagining experiences: Introduction to Webex Contact Center AI and service orchestration.
Training Class: Foundations

Join us for a session designed for existing customers and customers who are exploring the transition to cloud. We’ll delve into how Webex Contact Center delivers a streamlined admin experience, transforms customer interactions, and revitalizes agent performance.

 

You’ll learn:

  1. How Webex Contact Center delivers an omni-channel experience across voice and digital channels.
  2. Advanced routing and orchestration tools that ensure efficient call handling.
  3. How to utilize virtual agents and data to make interactions more predictive and contextual.
  4. The latest advancements in managing Webex Contact Center.
  5. How AI is revolutionizing CX, user productivity, and efficiency.

We recommend joining the Hands-On Lab after this session.

Speakers
Cisco
Krishna Tyagi
Technical Leader, Cisco

Krishna Tyagi is an accomplished Customer Success Technical Leader for Webex Contact Center at Cisco's Contact Center Business Unit (CCBU), with over 17 years of experience in the Contact Center industry, spanning a wide range of Technical and Customer Success leadership roles. A three time Cisco Live presenter and Distinguish speaker, he is a trusted advisor for Cisco Customers and Partners, he has extensive knowledge and experience with Webex Contact Center, UCCE, UCCX and before Cisco on Avaya CC. In his current role, Krishna provides exemplary product and solution leadership to Cisco's customer success team, partners, and customers. He plays a crucial role in influencing product evolution, managing incidents, providing support, and promoting the value proposition during pre-sales engagements. His expertise and guidance have helped customers to achieve improved performance and customer satisfaction. Krishna is highly qualified, with a Bachelor's Degree in Electronics and Telecommunications Engineering and Executive and Performance Leadership certification from Cornell University. He also holds many other IT, and Professions certificates.

pidas
Pascal Wolf
CEO, pidas
I have been part of the pidas crew since 2016. Over the years, I have held various roles at pidas, always working in sales and at the same time significantly developing pidas services and initiating new products. Since 2017, I have served on the Executive Board as Sales Manager, and in April 2023, I became the CEO of the pidas group. As CEO, I am responsible for strategic development and innovation across all areas. Engaging directly with our customers and partners inspires me and continuously provides new insights. Before joining pidas, I spent over 15 years at IBM Switzerland, with more than a decade in various management positions. I consider myself customer-centric, visionary, and innovative, with a passion for excellent customer service. I see challenges as opportunities for growth and place great importance on a modern and appreciative corporate culture. My focus is on driving continuous development and change, always striving to improve existing processes and integrate state-of-the-art technology into our services. Our mission, «making people wow!», is something I hold especially close to my heart, and I am dedicated to bringing this mission to life in my daily interactions and work. On a personal note, I have been married for over 20 years and have two wonderful daughters, aged 21 and 17. In my free time, I enjoy spending time with my family and our horses, as well as traveling to new countries and exploring new places.
pidas
Manuel Fruehstueck
Head of Service Excellence, pidas

As Head of Service Excellence and member of the pidas Leadership Team, I lead the entire service management team, managing the strategic development and continuous improvement of the customer experience and service quality.

With over a decade of experience in the IT sector and a team of approximately 350 highly qualified IT professionals from Vienna, Graz, Zurich, and Budapest, we deliver tailor-made premium IT support solutions that enable companies worldwide to efficiently achieve their business objectives.

My primary focus is on the development and implementation of innovative strategies to perpetually improve service quality. By deeply understanding our customers' needs and leveraging advanced solution approaches, I strive to not only meet but exceed their expectations, providing an exceptional service experience — aligned with our motto: #MakingPeopleWow

Training Experience
Artificial Intelligence (AI)
Customer Experience
Employee Experience
Hybrid Work
Integrations Ecosystem
AI Assistant
Contact Center CCaaS
Webex Connect CPaaS
Webex Platform
Training Experience
TRAINING PASS REQUIRED
Webex Contact Center: Empowering agents in the new era of CX.
Training Class: Advanced

The landscape of customer service is undergoing a transformation as businesses delivers more intelligent and personalized experiences. Within this shift, the role of the agent in crafting exceptional customer experiences cannot be overstated.

 

This session dives into the evolution of CX, emphasizing the role of agents and supervisors as architects of positive interactions. Participants will explore the customization of agent desktops and gain insights into cutting-edge AI features such as agent wellness and auto-response capabilities to streamline operations and enhance customer satisfaction.

 

Join us to explore the future of CX, where empowered agents, supported by technology, drive unparalleled levels of customer satisfaction and loyalty.

Speakers
Cisco
Janani Ramakrishnan
Lead Product Manager, Cisco
Janani is a Product Lead in the Webex Contact Center team where she creates stellar experiences for the Supervisor and Agent personas. She was also the Product Lead for Control Hub where she reimagined Control Hub as a single pane of glass administration portal with efficient UI, coaching and insights. Prior to Cisco, Janani has held worked in product positions at ThousandEyes (now Cisco) and Oracle. Janani holds a Bachelors and Masters degree in Electrical Engineering from Georgia Institute of Technology and has an MBA from University of California, Berkeley, Haas School of Business. In her free time Janani likes to read, try out new restaurants, and go wine tasting in California's wine country.
Cisco
ChandraMouli Vaithiyanathan
Technical Leader, Cisco
I have been working on the Contact Center product since 2006. My journey began in engineering, transitioned into Product Escalation Support, and now I'm dedicated to Partner Success. My current role involves engaging with strategic partners across the USA, providing technical enablement, resolving technical issues, and addressing demo-related challenges and be conduit between product management and Engineering,I also serve as a conduit between product management and engineering. Additionally, I lead the A2Q initiative for WxCC products.
Training Experience
Artificial Intelligence (AI)
Customer Experience
Employee Experience
Hybrid Work
Integrations Ecosystem
AI Assistant
Contact Center CCaaS
Webex Connect CPaaS
Webex Platform
Training Experience
TRAINING PASS REQUIRED
Transition your enterprise contact center to the cloud with confidence.
Training Class: Advanced

This class focuses on the benefits of Cisco's new contact center Cisco Cloud Services and Webex Contact Center Enterprise (CCE) for large organizations looking to transition their contact centers to the cloud.

 

Key topics include:

  • Minimizing risk while adding value and functionality with Cloud Services and the underlying architecture supporting it.
  • Advantages of a phases approach to migrating and adding business and IT value at each stage.
  • What to consider and expect when planning your migration to Webex CCE from on-premises and the latest Webex CCE features.

This session is ideal for IT professionals or decision-makers involved in managing or planning to migrate their contact center to the cloud using Webex CCE.

Speakers
Cisco
Joe Wong
Solutions Engineer, Cisco
Joe Wong is a Solutions Engineer that focuses on the whole customer experience and engagement, including those who manage and use the technology. He has 20 years of contact center experience with 15 years focused on Cisco solutions. He was a Solutions Architect with Cisco's Contact Center Delivery Team for 8 years handling critical enterprise accounts and strategic engagements specializing in complex environments before joining Cisco Sales Engineering in 2022. Prior to Cisco, he has been a customer twice and part of our partner ecosystem. Joe's expertise encompasses the entire Contact Center portfolio, large and small, with more recent blending of modern and exciting opportunities using AI services and digital channels. With an extensive background in design, delivery, and support in both customer experience architecture and applications, he is constantly looking for optimizations and improvements around the customer, agent, and administrator experiences.
Training Experience
Customer Experience
Employee Experience
Hybrid Work
Troubleshooting
Integrations Ecosystem
Contact Center CCaaS
Webex Connect CPaaS
Webex Platform
Control Hub
Training Experience
TRAINING PASS REQUIRED
Extensible contact center: Leverage the power of APIs and Webhooks.
Training Class: Advanced

This session will be an in-depth exploration of Webex Contact Center APIs and Webhooks, where we will delve into essential topics such as Webex Contact Center REST, GraphQL, gRPC APIs, and Webhooks. Discover how these technologies can seamlessly integrate into your contact center environment, allowing for tailored solutions that meet the unique needs of your organization.

 

Discover how you can leverage Webex Contact Center APIs for workforce optimization, custom analytics, custom agent/supervisor desktops, quality management, outbound dialers, and more.

Speakers
Cisco
Adam Weeks
Manager Developer Evangelism, Webex, Cisco

Adam Weeks is a lifelong developer with a passion for learning, teaching, and building applications with over 20 years of industry experience. As manager of the Webex Developer Evangelism program, Adam & his team empower developers to build on the Webex ecosystem. He has spoken worldwide to audiences of all sizes, from small intimate workshops to the main stage of a global conference. Adam is a native Floridian and any time not spent on the computer is spent on the water with his wife and two children.

Training Experience
Customer Experience
Employee Experience
Hybrid Work
Troubleshooting
Integrations Ecosystem
Contact Center CCaaS
Webex Connect CPaaS
Webex Platform
Training Experience
TRAINING PASS REQUIRED
Webex Contact Center: Enable your contact center with intelligent data and insights.
Training Class: Expert

Join us as we dive deep into the power of data and reporting within Webex Contact Center.

 

You’ll learn how to:

  • Generate, customize, and interpret reports for improved decision-making.
  • Master Reporting Analyzer UI, a user-friendly interface for converting data into insights.
  • Create dynamic customer profiles and personalize experiences by integrating data sources across multiple channels in real-time.
  • Apply AI-driven predictions of post-interaction customer satisfaction to enhance service quality.
  • Utilize AI to identify top reasons for customer calls.

Whether you’re a data enthusiast, customer service leader, or technical expert, you’ll leave this session equipped with the tools you need to elevate customer experiences.

Speakers
Cisco
Barry McLellan
Solutions Engineer, Cisco
Barry is an accomplished technology professional with a wealth of experience in contact center technologies. Back in the day, working as a computer programmer, Barry was approached with the opportunity to join the Contact Center team. As spoken by a wise person decades ago, “Barry, this contact center thing is really going to take off, you don’t want to miss this opportunity!”, and he did not. He began his journey as contact center developer in 1998 and had the opportunity to work on Cisco’s first contact center solution in Canada in 2000 (ICM 4.0 with its own HAL!). Over the past 20+ years, Barry has progressed from customer, to partner, to Cisco CX delivery and now currently works on the Cisco Contact Center Engineering Specialists Team as a Solutions Engineer focused on automation and leveraging cutting-edge technology. Barry is a lifelong learner, constantly striving to stay up to date with the latest advancements, and he actively shares his knowledge and mentors’ others. He is passionate about the transformative power of technology and its ability to drive business success and improve customer experiences.
Cisco
Gagarin Sathiya
Cloud Engineering Technical Leader, Cisco
With over 15 years of experience in the design, deployment, and support of Cisco Collaboration solutions, I am currently part of the Solution Assurance team within Cisco’s Contact Center business unit. My focus is on driving customer success through seamless onboarding, sustained performance, and strategic consulting for the new Webex Cloud Contact Center platform. Leveraging my deep technical expertise, I provide leadership and guidance, ensuring our customers achieve their desired outcomes with Cisco’s cutting-edge contact center solutions.
Training Experience
Customer Experience
Employee Experience
Hybrid Work
Manageability
Observability
Troubleshooting
Contact Center CCaaS
Webex Connect CPaaS
Webex Platform
Training Experience
TRAINING PASS REQUIRED
Mastering AI-Powered CX: Building and Integrating Virtual Agents with LLMs.
Training Class: Expert

Join us for an in-depth exploration of leveraging generative AI for self-service experiences with virtual agents. This session showcases how you can build, integrate, and manage virtual agents (VAs) backed by Large Language Models (LLMs) on both voice and digital channels. Additionally, learn about the full spectrum of VA types offered on our virtual agent studio and how to pick one for your use case. Witness live demos of how to build and deploy VAs, including executing fulfillment flows, seamless escalations, and third-party integrations. Learn how to choose and build the right virtual agent to to transform customer interactions, enhance operational efficiency, and utilize AI-driven automation.

Speakers
Cisco
Devon Meerholz
Solutions Engineer, Cisco
Results-driven CPaaS Technical Solutions Specialist with over 16 years of experience in the mobile marketing and advertising industry, currently specializing in Cisco Webex Connect, a leading Communications Platform as a Service (CPaaS) offering. I excel in presales, technical solutions, and client collaboration, with a strong passion for driving customer success and delivering innovative communication solutions.
Cisco
Manoj Muthavarapu
Product Leader, Cisco
Manoj leads product and engineering teams focussed on conversational AI in our CPaaS unit. A fullstack developer turned product manager, Manoj has joined Cisco via the IMI acquisition and works out of Hyderabad, India where he stays with his wife and son. Outside work, cricket, travel and conversations over coffee are some of the things that get him excited.
Training Experience
Customer Experience
Employee Experience
Hybrid Work
Manageability
Observability
Troubleshooting
Contact Center CCaaS
Webex Connect CPaaS
Webex Platform
Training Experience
TRAINING PASS REQUIRED
Harnessing gRPC APIs for personalized virtual agent orchestration in contact centers.
Training Class: Expert

Explore the use of gRPC APIs to orchestrate a virtual agent integrating any third-party AI services including Text to Speech, Speech to Text, Natural Language Understanding, and Large Language Models. This session will cover hosting an application, establishing a gRPC stream connection, authentication, and business logic orchestration. Additionally, delve into orchestrating scenarios such as Directed Dialog, Voice Biometrics, DTMF Event Handling, User Authentication, and more using 3rd party AI services.

 

Craft customer experiences with 3rd party virtual agent workflows tailored to align seamlessly with your business objectives.

Speakers
Cisco
Soundarya Muthuvel
Engineering Product Manager, Cisco
Soundarya Muthuvel has been a product manager in the contact center space for 2 years, focusing on developer solutions for Webex Contact Center. She owns the Webex Contact Center Developer Portal, API/Webhook framework, and AI-based integrations.
Training Experience
Customer Experience
Employee Experience
Hybrid Work
Manageability
Observability
Troubleshooting
Contact Center CCaaS
Webex Connect CPaaS
Webex Platform
Training Experience
TRAINING PASS REQUIRED
Webex Calling Lab A: Configuring locations and PSTN services for IT pros.
Training Lab: Foundations

This hands-on lab offers IT professionals and admins a deep dive into managing and optimizing Webex Calling. It provides a hands-on experience in a simulated environment to master configuration and management techniques specific to multiple locations and PSTN integration. Attendees will learn to customize the calling experience, connect traditional telephony with VoIP, manage dial plans and numbers, and implement call routing policies while adhering to regulations. The session also covers securing voice communication and maintaining service quality. By completing this lab, participants will gain practical skills to manage Webex Calling's advanced features, ensuring an efficient, compliant, and high-quality calling infrastructure.

Speakers
Cisco
Adam North
Leader, Learning & Enablement, Cisco

Adam North has worked with the Webex Calling product from inception to its current state. He joined Cisco with the Broadsoft acquisition and spent several years as a frontline trainer, empowering Cisco Partners with the latest information on Webex Calling.

 

Now in a leadership role, Adam uses his extensive Webex Calling knowledge to develop new course offerings for Webex Calling and develop training on the latest feature set, while managing the current frontline trainers and occasionally assisting in course delivery.

Cisco
Susan Parrish
Enablement Specialist, Cisco

Susan Parrish resides in North Carolina where she enjoys spending time at the beach in her newfound free time as a recent empty nester. She has an extensive background in supporting software-as-a-service products through previous customer-facing roles. Susan has a BA in Management of Information Systems and a Master of Education in Adult Education. She combines her knowledge of the IT industry and customer-facing experience with her passion for education to bring a fresh perspective to technical training at Cisco.

Training Experience
Customer Experience
Employee Experience
Hybrid Work
Manageability
Troubleshooting
Webex Suite UCaaS
Webex Calling
Control Hub
Training Experience
TRAINING PASS REQUIRED
Webex Calling Lab B: Building comprehensive user and workspace profiles with device integration.
Training Lab: Foundations

This hands-on lab empowers IT professionals to master Webex Calling. With expert facilitation, participants will engage in an interactive session within a simulated learning environment where they’ll learn best practices for Webex Calling user management, device setup, workspace optimization, and maintenance. Participants will leave this session with the necessary skills and abilities to ensure effective communication infrastructure management for their organizations.

Speakers
Cisco
Adam North
Leader, Learning and Development, Cisco
Having been part of the Broadsoft Team prior to its acquisition by Cisco, Adam has been intimately involved with the Webex Calling Product from its initial development through to its present-day form. With a tenure spanning several years as a front-line trainer, Adam has been instrumental in the delivery, creation, and revision of training materials for Cisco Partners, enabling them to effectively resell the product. Adam now leverages his comprehensive knowledge of Webex Calling to design new training courses, develop educational content for the latest features for partners and Customers.
Cisco
Susan Parrish
Enablement Specialist, Cisco

Susan Parrish resides in North Carolina where she enjoys spending time at the beach in her newfound free time as a recent empty nester. She has an extensive background in supporting software-as-a-service products through previous customer-facing roles. Susan has a BA in Management of Information Systems and a Master of Education in Adult Education. She combines her knowledge of the IT industry and customer-facing experience with her passion for education to bring a fresh perspective to technical training at Cisco.

Training Experience
Customer Experience
Employee Experience
Hybrid Work
Manageability
Troubleshooting
Webex Suite UCaaS
Webex Calling
Control Hub
Training Experience
TRAINING PASS REQUIRED
Webex Calling Lab C: Mastering sophisticated communication features.
Training Lab: Foundations

Aimed at IT admins and communication specialists, this lab will help you master the advanced functionalities of Webex Calling. We’ll provide participants with a real-world simulated learning environment to explore and refine their skills in advanced call handling and automated communication systems. Key topics include call forwarding, hunt groups, call pick-up, shared line appearances, as well as setting up and customizing auto attendants and IVR systems. With expert facilitation, you’ll transition from theoretical understanding to practical application with the ability to implement enhanced strategies and optimize your Webex Calling setup. This lab is ideal for those seeking to elevate their organization's communication infrastructure.

Speakers
Cisco
Adam North
Leader, Learning and Development, Cisco
Having been part of the Broadsoft Team prior to its acquisition by Cisco, Adam has been intimately involved with the Webex Calling Product from its initial development through to its present-day form. With a tenure spanning several years as a front-line trainer, Adam has been instrumental in the delivery, creation, and revision of training materials for Cisco Partners, enabling them to effectively resell the product. Adam now leverages his comprehensive knowledge of Webex Calling to design new training courses, develop educational content for the latest features for partners and Customers.
Cisco
Susan Parrish
Enablement Specialist, Cisco

Susan Parrish resides in North Carolina where she enjoys spending time at the beach in her newfound free time as a recent empty nester. She has an extensive background in supporting software-as-a-service products through previous customer-facing roles. Susan has a BA in Management of Information Systems and a Master of Education in Adult Education. She combines her knowledge of the IT industry and customer-facing experience with her passion for education to bring a fresh perspective to technical training at Cisco.

Training Experience
Customer Experience
Employee Experience
Hybrid Work
Manageability
Troubleshooting
Webex Suite UCaaS
Webex Calling
Control Hub
Training Experience
TRAINING PASS REQUIRED
Webex Calling Lab D: Elevating communication systems.
Training Lab: Foundations

Enhance your Webex Calling expertise with this hands-on lab, ideal for IT administrators and communicators aiming to utilize the platform's full capabilities. Participants will actively engage with voice mail configuration and call queue management in a simulated, real-world environment. Expert guidance ensures practical skill acquisition in advanced features for optimized communication flows. Post-session, attendees will be adept at creating an efficient, innovative Webex Calling setup, ready to implement sophisticated solutions that elevate their organization's telephony infrastructure. This lab is your path to mastering complex Webex functionalities and transforming your enterprise communication systems.

Speakers
Cisco
Adam North
Leader, Learning and Development, Cisco
Having been part of the Broadsoft Team prior to its acquisition by Cisco, Adam has been intimately involved with the Webex Calling Product from its initial development through to its present-day form. With a tenure spanning several years as a front-line trainer, Adam has been instrumental in the delivery, creation, and revision of training materials for Cisco Partners, enabling them to effectively resell the product. Adam now leverages his comprehensive knowledge of Webex Calling to design new training courses, develop educational content for the latest features for partners and Customers.
Cisco
Susan Parrish
Enablement Specialist, Cisco

Susan Parrish resides in North Carolina where she enjoys spending time at the beach in her newfound free time as a recent empty nester. She has an extensive background in supporting software-as-a-service products through previous customer-facing roles. Susan has a BA in Management of Information Systems and a Master of Education in Adult Education. She combines her knowledge of the IT industry and customer-facing experience with her passion for education to bring a fresh perspective to technical training at Cisco.

Training Experience
Customer Experience
Employee Experience
Hybrid Work
Manageability
Troubleshooting
Webex Suite UCaaS
Webex Calling
Control Hub
Training Experience
TRAINING PASS REQUIRED
Webex Contact Center Foundations Lab: Customer experience (voice).
Training Lab: Advanced

In this session, participants will delve deep into the intricacies of Webex Contact Center. They will gain hands-on experience exploring the latest advancements in reimagining customer experiences and the capabilities that Webex Contact Center offers. We’ll discuss how Webex Contact Center delivers a streamlined admin experience, transforms customer interactions, and revitalizes agent performance.

 

This session will focus on foundational configuration entities, administration, and flexible contact routing capabilities to deliver an efficient and personalized customer experience. Additionally, we will explore AI capabilities that elevate the experience further by providing actionable insights to the agents and administrators.

Speakers
Cisco
Rohit Harsh
Technical Leader, Customer Success, Cisco
Rohit Harsh is a seasoned technical leader in customer success org within Cisco with over a decade of experience in deploying, configuring, and supporting contact centers. Starting with on UCCE/UCCX, he now specializes in managing Webex Contact Center. As a trusted advisor, he guides customers and partners through their cloud migration journeys and plays a key role in influencing product decisions to align with market needs.
Cisco
Karthik Sundaram
Director, Webex Contact Center, Cisco

Karthik is a Director of Customer Success and Solution Assurance for the Webex Contact Center platform in the Americas region. He has been with the Webex CC team for over 3 years and has over 25 years of experience in the contact center industry in the areas of customer experience and satisfaction, product development and engineering and critical escalations support.

Cisco
Krishna Tyagi
Technical Leader, Cisco
Krishna Tyagi is Customer Success and Technical Leader for Webex Contact Center in Cisco's Contact Center Business Unit (CCBU) with 19 years of experience in Contact Center space across various Technical and Customer Success roles. A Trusted Advisor for Cisco Partners and Customer and a Contact Center subject matter expert with long experience on Webex Contact Center, On-Prem CC solutions. In his current role he provides Product and solution leadership to Cisco’s customer success team, our partners and customers, he is also involved in influences Product development, Incident Management, supporting Pre-sales engagements and other key customer success and performance improvement initiatives. He holds a Bachelor's Degree in Electronics and Telecommunications Engineering along with various certifications including Executive leadership from Cornell University and Cisco Customer Success Certified, PMP, ITIL, WebEx Contact Center professional and more.
Training Experience
Customer Experience
Employee Experience
Hybrid Work
Troubleshooting
Integrations Ecosystem
Webex Suite UCaaS
Webex Calling
Contact Center CCaaS
Webex Connect CPaaS
Control Hub
Training Experience
TRAINING PASS REQUIRED
Webex Contact Center Advanced Lab: Data, insights, and journeys.
Training Lab: Advanced

Join us as we dive deep into the power of data and reporting within Webex Contact Center.

 

You’ll learn how to:

  • Generate, customize, and interpret reports for improved decision-making.
  • Master Reporting Analyzer UI, a user-friendly interface for converting data into insights.
  • Create dynamic customer profiles and personalize experiences by integrating data sources across multiple channels in real-time.
  • Apply AI-driven predictions of post-interaction customer satisfaction to enhance service quality.
  • Utilize AI to identify top reasons for customer calls.

Whether you’re a data enthusiast, customer service leader, or technical expert, you’ll leave this session equipped with the tools you need to elevate customer experiences.

Speakers
Cisco
Barry McLellan
Solutions Engineer, Cisco
Barry is an accomplished technology professional with a wealth of experience in contact center technologies. Back in the day, working as a computer programmer, Barry was approached with the opportunity to join the Contact Center team. As spoken by a wise person decades ago, “Barry, this contact center thing is really going to take off, you don’t want to miss this opportunity!”, and he did not. He began his journey as contact center developer in 1998 and had the opportunity to work on Cisco’s first contact center solution in Canada in 2000 (ICM 4.0 with its own HAL!). Over the past 20+ years, Barry has progressed from customer, to partner, to Cisco CX delivery and now currently works on the Cisco Contact Center Engineering Specialists Team as a Solutions Engineer focused on automation and leveraging cutting-edge technology. Barry is a lifelong learner, constantly striving to stay up to date with the latest advancements, and he actively shares his knowledge and mentors’ others. He is passionate about the transformative power of technology and its ability to drive business success and improve customer experiences.
Cisco
Gagarin Sathiya
Cloud Engineering Technical Leader, Cisco
With over 15 years of experience in the design, deployment, and support of Cisco Collaboration solutions, I am currently part of the Solution Assurance team within Cisco’s Contact Center business unit. My focus is on driving customer success through seamless onboarding, sustained performance, and strategic consulting for the new Webex Cloud Contact Center platform. Leveraging my deep technical expertise, I provide leadership and guidance, ensuring our customers achieve their desired outcomes with Cisco’s cutting-edge contact center solutions.
Training Experience
Artificial Intelligence (AI)
Customer Experience
Employee Experience
Manageability
Observability
Integrations Ecosystem
AI Assistant
Contact Center CCaaS
Webex Connect CPaaS
Webex Platform
Control Hub
Training Experience
TRAINING PASS REQUIRED
Webex Connect: Mastering the basics.
Training Lab: Advanced

This hands-on lab will provide participants with an opportunity to familiarize themselves with Webex Connect. We will walk through three scenarios where you will learn how to build basic workflows inside the flow builder, add rich channels, and integrate into systems.

 

Scenario 1: Setting up the sandbox and familiarizing yourself with Webex Connect

Scenario 2: Building your first SMS Appointment Reminder workflow

Scenario 3: Adding WhatsApp and IVR integrations

Speakers
Cisco
Devon Meerholz
Solutions Engineer, Cisco
Results-driven CPaaS Technical Solutions Specialist with over 16 years of experience in the mobile marketing and advertising industry, currently specializing in Cisco Webex Connect, a leading Communications Platform as a Service (CPaaS) offering. I excel in presales, technical solutions, and client collaboration, with a strong passion for driving customer success and delivering innovative communication solutions.
Cisco
Tanuj Goyal
Leader Product Management, Cisco
Tanuj Goyal leads product management for Webex Connect Enterprise CPaaS platform. In this role, he is responsible for driving the roadmap and development of Webex Connect cloud communications platform that enables businesses to deliver seamless customer experiences leveraging digital communication channels, integrations, automation, NLP/NLU and AI. Tanuj has 14+ years of experience in product management, product marketing, and software development roles.
Cisco
Lisa Peppin
Webex CPaaS SE, Cisco
Lisa currently serves as a Cisco Webex CPaaS Solutions Engineer (SE). With a robust career spanning over 20 years in the financial services sector, she has held a variety of pivotal roles, including Vice President of Solutions Engineering, Senior Technical Solutions Consultant, Implementation Project Manager, Relationship Manager, and Client Services Manager. In her current role at Cisco, Lisa leverages extensive technical expertise and strategic insight to deliver innovative solutions, enhancing client engagement and operational efficiency. Lisa's comprehensive background in financial services has equipped her with a unique skill set, enabling a seamlessly bridge between deep domain expertise, technology and business needs. Throughout their career, Lisa has been recognized for their exceptional problem-solving abilities and remains committed to providing customer-centric solutions, fostering strong client relationships and delivering high-impact results.
Training Experience
Customer Experience
Employee Experience
Hybrid Work
Integrations Ecosystem
Webex Suite UCaaS
Webex Calling
Webex Platform
Training Experience
TRAINING PASS REQUIRED
Control Hub: Building a foundation for success.
Training Lab: Foundations

This hands-on lab will provide participants with a foundational knowledge base of the primary configurations required to launch a new Control Hub environment. We will discuss and demonstrate the importance of verifying and claiming your domains, claiming users from the Consumer Org, and the benefits and requirements of Single Sign-On (SSO), Directory Connector, Calendar Connect and Automatic License assignments. This lab is designed for new Webex customer admins and partners who onboard users so they can get their deployment up and running with a firm foundation.

Speakers
Cisco
Peter Welburn
Principal Technical Marketing Engineer, Cisco

Pete is a Principal Technical Marketing Engineer in the Collaboration Technology Group at Cisco with over 16 years’ experience, specializing in Webex administration, analytics, and troubleshooting. He writes documentation, presents, and demonstrates solutions to customers, partners and Cisco teams.

Cisco
Jeff Hubbard
Leader, Enablement Specialist, Cisco

Jeff is a Learning Management System Administrator for the Webex Learning and Enablement team and has spent the last 15 years as a trainer in the Cisco Collaboration arena with the last 4 years specializing in the Webex product suite. After spending much of his career in the design, implementation and project management side of the teleconferencing field, he discovered his passion for training engineers and spent over a decade with a Cisco training partner traveling all over the world delivering classes to Cisco customers, partners, and employees. Jeff is an experienced people leader with a drive for building his teams to deliver top-notch customer service. Outside of his role at Cisco, Jeff enjoys riding his motorcycle to remote back-country campsites in the Colorado Rockies, collecting vinyl records, and entertaining guests with barbecued ribs and craft cocktails.

Cisco
Irwin Overton
Technical Marketing Engineering Technical Leader, Cisco

Irwin Overton is a 23 year veteran of Cisco Systems and has worked as an instructional designer creating e-learing courses for Webex Control Hub and Webex Calling since 2021. Before, coming to the Webex team, he spent 10 years with Cisco sales as a systems engineer and 10 years as a Cisco public sector support engineer.

Prior to Cisco, Irwin worked as a Certified Cisco Systems Instructor (CCSI) teaching Cisco certification classes all over the United States and occasionally in other countries.

Irwin earned his Bachelor of Science in Electrical Engineering degree at Howard University and his Juris Doctor (J.D.) law degree from the University of Baltimore School of Law. Irwin spent nine years in the US Army Reserve and ended his military career as a Company Commander with the rank of Captain. He holds a number of Cisco Certifications as well as the Certified Information Systems Security Professional (CISSP) certification.

At home, he lives the almost “empty nest” life with his wife of 35 years after raising one son and one daughter who work in the security and medical fields respectively.

When not working, Irwin will be found, coaching married couples through his church, or building and racing all manner of remotely controlled (RC) cars, airplanes, helicopters, and drones.

Training Experience
Customer Experience
Employee Experience
Hybrid Work
Manageability
Workspaces
Troubleshooting
Webex Suite UCaaS
Webex Calling
Webex Meetings
Cisco Devices
Control Hub
Training Experience
TRAINING PASS REQUIRED
Integrating Cisco customer journey data service with Webex Contact Center.
Training Lab: Advanced

Unlock the potential of Webex Contact Center with our lab session on integrating Cisco Customer Journey Data Service (CJDS) with Webex Contact Center. This hands-on experience will guide you through the utilization of CJDS to enrich customer interactions within your voice flows. Learn to manually inject events and adapt flow controls, enhancing the customer experience with personalized service. Perfect for administrators and developers, this lab provides the practical skills needed to leverage CJDS in your contact center operations. Join us and learn how to elevate your customer engagement strategy.

Speakers
Cisco
Luis Garcia
Technical Marketing Engineer, Cisco
Luis Garcia is a Technical Marketing Engineer Technical Leader focusing on Webex Contact Center. With a decade-long tenure working on Collaboration solutions, he started as a Technical Consulting Engineer, gaining expertise in Contact Center and Telepresence technologies within TAC. Later, he assumed the role of Technical Team Lead, focusing on Expressways and conference devices (RoomOS). Luis holds numerous Cisco and industry certifications, including CCNA Voice, CCNA R&S, CCNP Collaboration, CCIE Collaboration, CCNA DevNet, AWS Solutions Architect Associate, and ITIL v4.
Cisco
Phil Bellanti
Sr. Webex Developer Evangelist, Cisco

Phil Bellanti is a Senior Developer Evangelist and Customer Experience Product Manager on the Webex team. Based in Orlando, Florida, Phil has been involved in the cloud-API space since 2007 and joined Cisco in 2015 through their acquisition of real-time communications API provider Tropo. In his current role, Phil is involved with creating and presenting content for Webex developer enablement, including tech talks, workshops, hackathons, and other live events. Additionally, Phil enjoys writing how-to blogs, creating newsletters, and networking with the dev community.

Training Experience
Customer Experience
Employee Experience
Troubleshooting
Integrations Ecosystem
Contact Center CCaaS
Webex Platform
Control Hub
Training Experience
TRAINING PASS REQUIRED
Webex CCE evolution: Large scale, secure, flexible, accelerated business value in one solution.
Training Lab: Advanced

This interactive technical session focuses on the evolution of Contact Center Enterprise (CCE) and benefits of Webex CCE for large enterprises looking to transition their contact centers to the cloud. Key learning objectives include:

  • Understand the specific cost-based benefits of moving to Webex CCE.
  • Discover how new cloud integration components within the updated architecture add to the flexibility of an already proven core platform.
  • Experience Webex Control Hub as it relates to Webex CCE.
  • Expore the new features.

This session is ideal for IT professionals or decision-makers involved in managing CCE or planning to migrate their enterprise contact center to the cloud using Webex CCE. Audience: Current CCE and Webex CCE customers.

Speakers
Cisco
Frank Kicenko
Technical Marketing Engineer, Cisco
Frank Kicenko is a leader in complex contact center system designs and implementation. Frank speaks regularly on the designs which include AI, APIs and custom integration systems. Frank has 20+ years experience in all aspects of Cisco's collaboration technology.
Cisco
Joe Wong
Solutions Engineer, Cisco
Joe Wong is a Solutions Engineer that focuses on the whole customer experience and engagement, including those who manage and use the technology. He has 20 years of contact center experience with 15 years focused on Cisco solutions. He was a Solutions Architect with Cisco's Contact Center Delivery Team for 8 years handling critical enterprise accounts and strategic engagements specializing in complex environments before joining Cisco Sales Engineering in 2022. Prior to Cisco, he has been a customer twice and part of our partner ecosystem. Joe's expertise encompasses the entire Contact Center portfolio, large and small, with more recent blending of modern and exciting opportunities using AI services and digital channels. With an extensive background in design, delivery, and support in both customer experience architecture and applications, he is constantly looking for optimizations and improvements around the customer, agent, and administrator experiences.
Cisco
Robert Rogier
Escalation Engineer, Cisco
Robert W. Rogier serves as an Escalation Engineer within the Technical Services (CX) Organization, operating out of Research Triangle Park (RTP), North Carolina. His journey with Cisco commenced in 2011, marking his entry into the TAC as part of the Unified Contact Center team. Over the years at Cisco, Robert has distinguished himself as the global go-to expert, a leading technical authority, a dedicated mentor, and an educator in the realms of Webex Connect, Enterprise Chat and Email (ECE), as well as the Contact Center Management Portal/Contact Center Domain Manager (CCMP/CCDM). In his capacity as an Escalation Engineer, he is the primary point of contact for complex ECE-related issues and plays a pivotal role in addressing a broad spectrum of UCCE challenges that span various components. Robert anchors the Contact Center Enterprise team at RTP, providing expert escalation support. Before his tenure at Cisco, Robert's career was marked by diverse roles, including leading software architect and developer at a healthcare firm, an infrastructure and database architect at a dot-com startup, and as the senior IP Telephony engineer for an educational institution. Outside the professional sphere, Robert enjoys spending time with his spouse, is an avid fan of Formula 1 and hockey, and enjoys honing his skills on the golf course.
Training Experience
Customer Experience
Employee Experience
Manageability
Observability
Contact Center CCaaS
Webex Platform
Control Hub
IT Admin
Training Experience
TRAINING PASS REQUIRED
Unpacking Partner Hub: Your Troubleshooting Blueprint
Training Class: Advanced

Have you ever wondered why you're not seeing your customer, why you have limited administrative capabilities on a customer's Webex organization, or how to diagnose errors in Partner Hub?

 

If so, this session is for you. We will deconstruct how the Partner/customer relationship works in Partner Hub and what can impact you from properly managing your customers regardless of whether they have a paid subscription or a trial. We'll also dive into common Partner Hub errors and how to leverage web debugging techniques to get beyond what the interface is telling you.

Speakers
Cisco
Paul Stojanovski
Sr. Technical Leader, Cisco
Paul is a senior Technical Leader at Cisco, working within the Customer Experience (CX) organization supporting Webex solutions. He focuses his time on multiple areas, such as driving Webex product serviceability for customers, building innovation for TAC case opening tools, and helping drive global TAC support strategy. He has spent his entire professional career working with Collaboration and Webex. In Collaboration, he worked as a TAC engineer supporting the on-premise Collaboration portfolio primarily focused on Immersive and Mobile and Remote Access. He has been involved in Webex support for nine years and was responsible for bringing Webex support in alignment with the global CX support teams. Currently, he focuses most of his effort on the Webex administration experience working with the Webex Control Hub and Webex Identity. He is passionate about driving change within Webex products to help bring customers, partners, or anyone using the products better serviceability and self-service capabilities. He is also a 7-time Cisco Live Distinguished Speaker.
Training Experience
Customer Experience
Employee Experience
Hybrid Work
Manageability
Observability
Troubleshooting
Webex Platform
Control Hub
Training Experience
TRAINING PASS REQUIRED
Next generation video meetings with Cisco Devices
Training Class: Advanced

Learn about how the latest Cisco Devices are designed to deliver next generation meeting experiences.

 

A blend of multi-camera technology and software-driven intelligence through RoomOS enables Cisco Devices to create an inclusive audiovisual experience for remote and in-office participants. Combine this with multistreaming capabilities in Webex and you will be able to truly enjoy immersive encounters. Find out what Cisco is doing to take Distance Zero to the next level.

Speakers
Cisco
Tobias Brodtkorb
Leader, Technical Marketing, Cisco
Tobias Brodtkorb is a Technical Marketing Leader in Cisco’s Collaboration Technology Group, specializing in devices ranging from IP phones to immersive video systems. Based in Norway, Tobias joined Cisco in 2010 through the TANDBERG acquisition and has been in the video collaboration industry since 2001. Starting his career as a software developer, Tobias has held numerous roles in product development and sales support. He is recognized as a subject matter expert and team leader, with a deep expertise in video devices.
Training Experience