WebexOne | Agenda

Technical Training Class

SEP 28 11:00 AM – 12:30 PM PT

TRAINING PASS REQUIRED

Best practices for setting up cinematic meeting experiences with Cisco devices.

Training Class: Intermediate

In this session, participants will gain insights into the effective setup of large meeting rooms and boardrooms equipped with Cisco Devices and multiple cameras. We will explore best practices and share valuable experiences from diverse configurations. Key topics will include optimal room layout, strategic camera placement, and precise calibration and configuration techniques. Additionally, we will delve into the setup and utilization of ceiling and table microphones to enhance audio quality in these environments.

CE Credits: 2

Speakers

Cisco

Borut is an experience designer passionate about creating seamless connections at the intersection of physical and digital realms. At Cisco, Borut specialises in Audio and Camera Intelligence for Collaboration Devices, building solutions that bridge distances and empower people to connect and collaborate in meaningful, engaging ways. With a background in industrial and interaction design, Borut brings a holistic perspective to crafting user-centric experiences that inspire connection, foster collaboration, and redefine how we engage in a hybrid world.

Cisco

Roar Skomakerstuen is a Software Engineering Leader in Cisco's Collaboration Technology Group, specializing in Room Intelligence. He has played a key role in developing advanced smart camera features for Cisco devices, including Speaker, Frames, PresenterTrack, and Cross-View. Roar also contributed to the introduction of Device Assistant and facial recognition capabilities for Cisco devices. Based in Norway, Roar joined Cisco in 2010 through the TANDBERG acquisition and has been a part of the video collaboration industry since 2001.

Technical Training Class

Employee Experience

Devices

Technical Training Class

SEP 28 11:00 AM – 12:30 PM PT

TRAINING PASS REQUIRED

GenAI-powered personalization: Shaping the next generation of enterprise collaboration.

Training Class: Intermediate

Employees today are faced with navigating extensive volumes of data on their collaboration tools across messages, meetings, and files. As generative AI personalization gains momentum, its value in reducing cognitive load and improving efficiency is undeniable.

At Webex, our AI team is now pioneering cutting-edge AI-powered personalization to enhance content relevance and improve individual productivity across the Webex platform.

Join us for an interactive training session, consisting of technical deep dives and product demos, where we’ll showcase how we built AI-powered personalization services with graph technology and LLMs to transform capabilities like search, recommendations, and summaries in Webex.

CE Credits: 2

Speakers

Cisco

Aishwarya is a product manager at Cisco within the Collaboration AI team leading foundational AI services that power Webex's highly impactful AI features across Meetings, Messaging, Contact Center, and Calling.

Technical Training Class

AI

Platform/Architecture

Technical Training Class

SEP 28 11:00 AM – 12:30 PM PT

TRAINING PASS REQUIRED

Smarter journeys start here: Customer Journey Data Service + Webex Contact Center.

Training Class: Intermediate

Delivering seamless, personalized customer experiences is now a revenue-driving necessity. In this session, discover how Customer Journey Data Services (CJDS) within Webex Contact Center helps unify interaction data, resolve identities, and activate real-time insights across channels.

Learn how CJDS powers intelligent engagement, reduces churn, and boosts conversions by enabling a deeper understanding of every customer’s journey. See how to transform fragmented data into actionable moments that drive measurable business outcomes.

CE Credits: 2

Speakers

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 Technical Solutions Architect 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.

Technical Training Class

Customer Experience

Contact Center

Technical Training Class

SEP 28 11:00 AM – 12:30 PM PT

TRAINING PASS REQUIRED

Dr. Jekyll and Mr. AI: When good models go bad.

Training Class: Foundation

Artificial Intelligence is a powerful tool for innovation—but what happens when it takes a wrong turn? This session dives into the dual nature of generative AI, exploring both its vast potential and the risks of misalignment, bias, and manipulation.

Through real-world examples, we’ll uncover how large language models (LLMs) can amplify bias, leak private data, or enable harmful outcomes. Learn what these failures reveal about the future of AI development, safety, regulation, and the importance of responsible use.

CE Credits: 1

Speakers

Cisco

Dr. Gaurav Khanna is an AI Executive at Cisco Systems. During his 25 year career at Cisco, he has had many roles including managing early-in-career SE programs and founding the first data science and machine learning team in Sales. His team pioneered the use of predictive and generative AI systems in Sales at Cisco. In his current role, he is focused on guiding customers on their overall AI strategy and business transformation. He is also active fostering strategic partnerships within Cisco and the industry. Teaching and mentoring students has long been a passion; he currently teaches a popular foundational AI/ML course at Stanford Continuing Studies and travels frequently to speak about AI in industry forums. In his spare time, he loves to travel, hike in National Parks, and read about history, finance, and is a “math enthusiast”. Originally from New York, he has been a long-time resident of San Jose, CA, with his wife and two teenage children. He received his B.S. in Physics from Yale and his Ph.D. in Materials Science and Engineering from Stanford University.

Technical Training Class

AI

Platform/Architecture

Technical Training Lab

SEP 28 11:00 AM – 1:00 PM PT

TRAINING PASS REQUIRED

Flow like a pro: Hands on with Webex Connect.

Training Lab: Foundation

In this 90-minute hands-on lab, participants will build real-world workflows using the Webex Connect flow builder. Through guided exercises, you'll create an appointment reminder flow, a marketing broadcast, and a chatbot-driven interaction to engage users in a conversational experience. Along the way, you'll learn how to automate customer communications across SMS, RCS, and MMS using conditional logic, personalization, and APIs. Perfect for developers, engineers, and architects looking to explore the power of CPaaS and omnichannel messaging.

CE Credits: 2

Speakers

Cisco

Frank Meoni is a seasoned software developer with over 20 years of experience spanning e-commerce, automotive, and messaging industries. For the past five years, he has served as a Solutions Engineer at Cisco, helping wholesale and enterprise clients maximize the value of the Webex Connect CPaaS platform. Frank specializes in designing and delivering scalable messaging workflows that power real-time customer engagement across channels like SMS, RCS, and MMS. He holds degrees in Physics, Data Science, and a Master’s in Artificial Intelligence. When he's not building enterprise-grade software, Frank enjoys building DIY projects way outside his skill set like custom tiki bars and water features.

Technical Training Lab

Customer Experience

CPaaS

Technical Training Lab

SEP 28 11:00 AM – 1:00 PM PT

TRAINING PASS REQUIRED

Decoding AI in Webex Contact Center: Best practices, pitfalls, and pro tips.

Training Lab: Foundation

Discover Webex Contact Center’s newest AI feature set and explore how AI Agent and Critical AI Assistant functionalities work and can contribute to enhanced business efficiency. This session stands out by offering an in-depth examination of the AI features, along with a detailed breakdown of the foundational building blocks required to configure AI Agent and important AI Assistant features for cohesive operation in addressing specific business needs. Participants will gain valuable insights into best practices, essential troubleshooting techniques, how license consumption works, and critical caveats to ensure the accurate and effective utilization of LLM engines and related AI features in achieving business objectives.

CE Credits: 2

Speakers

Cisco

Anuj Bhatia possesses a profound familiarity with the Cisco Webex Collaboration ecosystem. Over 19 years, his career has been dedicated to Cisco Contact Center solutions, where he has cultivated extensive expertise in Contact Center enterprise (UCCE) on-prem and Webex Contact Center (WxCC) Cloud platforms. Presently, Anuj spearheads the support operations for both the WxCC and WxCCE solutions. He holds a Master's degree from Wichita State University and is a certified Cisco professional. Beyond his professional endeavors, Anuj finds enjoyment in hiking, actively engages with the stock market and is an avid Formula 1 fan. He is currently based in Massachusetts and operates from Cisco's Boxborough office.

Cisco

D.K., CCIE Voice/Collaboration #16545, is a member of the Cisco CX Leadership team for Cisco Collaboration Technology. DK is a networker with more than 30 years of industry experience. He is a 25+-year TAC veteran recognized for being a Business Unit advisor, who has successfully led multiple product serviceability, solution interoperability and customer education initiatives as a part of CX Collaboration Team focused on hybrid and cloud collab technology. He has been instrumental in establishing multiple voice TAC teams in our global CX and Partner centers and contributed to talent and mentorship efforts. An active CCIE Voice/Collaboration authority for 15+ years, D.K. is a Cisco Live! Distinguished Speaker and also recognized as a Cisco SIP, SBC and Contact Ctr technology expert, guiding and assisting our most complex telecom customers with their technical and business challenges. His past experience include software development and realtime embedded systems programming for telecom applications. He is a Computer Science and Technology graduate and enjoys reading, movies and traveling.

Technical Training Lab

Customer Experience

AI

Contact Center

Technical Training Lab

SEP 28 11:00 AM – 1:00 PM PT

TRAINING PASS REQUIRED

Getting into the details of video kiosks.

Training Lab: Intermediate

Need to offer visitors check-in assistance or provide a video solution that connects your on-site customers to remote experts? Did you know this is possible with Cisco devices?

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

CE Credits: 3

Speakers

Cisco

Rajitha Kantheti is a Solutions Engineer within Webex Solutions Developer Team, Global Center of Excellence. She specializes in building cross-architecture solutions using Webex programmability to help businesses solve complex collaboration challenges. With a Master of Science in Computer Engineering from Clemson University, Rajitha brings a strong technical foundation and a passion for innovation. Over the past four years at Cisco, she has developed a wide range of customer-facing and internal solutions using Webex APIs, SDKs, Webex devices, and CPaaS technologies. She also regularly delivers technical guidance and enablement to both internal teams and customers.

Technical Training Lab

Employee Experience

Devices

Technical Training Lab

SEP 28 11:00 AM – 12:00 PM PT

TRAINING PASS REQUIRED

Build on Webex with Cisco AI Assistant: A session for developers

Training Lab: Foundation

Unlock the full developer potential by exploiting AI to simplify and accelerate integrations and customizations. Join us for a live demo showcasing how to enhance app development for Webex Suite and Webex Contact Center. Discover actionable insights and strategies to align Webex deployments with user workflows, boosting value and performance. The session will also explore the roadmap, highlighting upcoming features & AI tools to further empower your Webex projects.

CE Credits: 1

Speakers

Cisco

Adam Weeks is a lifelong developer with a passion for learning, teaching, and building applications with over 20 years 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 global conferences. Adam is a native Floridian and any time not spent on the computer is spent on the water with his wife and two children.

Cisco

I am a Software Engineer with over nine years of experience, including the past four years at Cisco Systems, India, where I'm part of the Developer Experience team. I build and deliver features for WxMeetings, WxCalling, and the WxContact Center Web SDK, helping make life easier for developers. I'm passionate about JavaScript, Git, and building AI-powered applications on large language models (LLMs). I am also the APJC Lead for a Cisco internal mentorship program and am exploring my career path towards Engineering Management. Outside of work, I love running and driving.

Technical Training Lab

Employee Experience

Suite

Contact Center

CPaaS

Technical Training Lab

SEP 28 11:00 AM – 1:00 PM PT

TRAINING PASS REQUIRED

Cisco Contact Center + Splunk: How to get real-time data insights.

Training Lab: Intermediate

This session focuses on how you can integrate Cisco Contact Centre Enterprise (CCE) with Splunk to gain powerful, real-time, and historical insights into your contact center operations. We’ll guide participants through configuring CCE to ingest its reporting data into Splunk. Then, we’ll demonstrate how to effectively visualize this data within Splunk, enabling the creation of reports that mirror and enhance standard CCE reporting. Attendees will gain a clear understanding of the CCE-Splunk integration architecture and methods for viewing CCE reports directly within the Splunk platform.

CE Credits: 2

Speakers

Cisco

Akshat Atray is a dedicated developer with a strong interest in building thoughtful, scalable, and accessible software. Born and raised in New Delhi, India, he currently works at Cisco, contributing to the Cisco Unified Intelligence Center (CUIC) within the Contact Center Enterprise (CCE) suite. Over the past few years, he has worked across the stack, helping modernize legacy systems, improve user experiences, and build systems with long-term maintainability in mind. Akshat often shares his thoughts at speaking engagements on topics such as Artificial Intelligence, System Design, Accessibility, and App Development. He values clear, thoughtful communication and enjoys exchanging ideas with others in the tech community. Outside of work, Akshat enjoys football (soccer), photography, painting, and traveling. Thoughtful in his approach and curious by nature, Akshat continues to explore ways technology can solve real problems and bring people together.

Cisco

I am lead engineer at Cisco, known for their deep understanding of contact center reporting. I have spent my time Cisco leveraging platforms like Cisco Unified Intelligence Center and Live Data to empower businesses with the data they need to improve customer experience and operational efficiency. My work helps make sense of the vast amounts of information generated by modern contact centers.

Technical Training Lab

Customer Experience

Contact Center

Technical Training Lab

SEP 28 12:30 PM – 1:30 PM PT

TRAINING PASS REQUIRED

From zero to AI: Building your Webex AI Agent from scratch.

Training Lab: Foundation

Join us for an interactive lab session where you'll learn how to set up Webex AI Agent from scratch. This hands-on walkthrough will guide you through configuring AI-powered virtual agents to streamline customer interactions and enhance support experiences. We'll cover everything from initial setup and integration with Webex Contact Center to designing intelligent conversation flows. By the end of the session, you'll have a fully functional Webex AI Agent and a clear understanding of how to optimize its capabilities for your business needs. Whether you're a beginner or looking to refine your implementation, this lab will equip you with the essential skills to harness the power of AI in your customer engagement strategy.

CE Credits:1

Speakers

Cisco

Hi, I’m Raad Al-Jawahiry, a Cloud Contact Center Engineer at Cisco Meraki. I specialise in designing and implementing intelligent customer engagement solutions. My focus is on helping Cisco Meraki organisation streamline support operations and deliver smarter, more responsive customer experiences through cloud-native platforms. Earlier this year, I had the opportunity to speak at Cisco Live EMEA 2025, where I presented "AI Powered ChatBots & Virtual Assistants in Cisco Contact Centre"—a session that explored practical ways to deploy AI-powered agents and automation in high-volume environments. At WebexOne, I’m excited to lead a hands-on lab: "From Zero to AI: Building Your Webex AI Agent from Scratch." This session is all about rolling up our sleeves and giving you the practical skills to build, test, and deploy a Webex AI Agent—whether you're starting fresh or looking to level up your current implementation.

Technical Training Lab

Customer Experience

AI

Contact Center

CPaaS

Technical Training Class

SEP 28 1:00 PM – 2:00 PM PT

TRAINING PASS REQUIRED

Maximizing the value of the Webex Suite for retail and finance.

Training Class: Foundation

Designed for retail and financial organizations, this session will help you learn how to strategically leverage the Webex Suite in your organization. Moving beyond niche requirements, we'll demonstrate practical applications of Webex Messaging, Calling, Meetings, and Cisco Devices, providing a clear understanding of how to meet the needs of diverse personas and unlock the full value of the Webex Suite.

CE Credits: 1

Speakers

Cisco

Justin Jordan has been at Cisco for almost 15 years in many different roles. Currently he is a Senior Product Manager inside the Business Unit covering Cisco's Webex Suite applications. Justin enjoys spending time with our partners and customers and you have probably had a chance to see him present on many different webinars, Webex One's, and Cisco Live's. Justin's passion is Collaboration, and he loves showing the great things that Cisco brings to the market for our customers. Justin lives in the Texas Hill Country with his wife and pug Winston. He enjoys Flying, Golf, and legacy arcading.

Technical Training Class

Customer Experience

Employee Experience

Suite

Technical Training Class

SEP 28 1:00 PM – 2:00 PM PT

TRAINING PASS REQUIRED

Cisco Desk Phone 9800 Series: From seamless deployment to effortless management.

Training Class: Intermediate

Have you ever wondered how to provision a phone in seconds—without even unboxing it? Curious about managing phone configurations remotely or receiving alerts about potential issues? Need help troubleshooting network problems that impact call quality? Join this session for answers to these questions and more. We’ll kick off with a high-level overview of deployment methods, including NFC provisioning, and dive into advanced device configuration and serviceability options to help you manage and troubleshoot phones with ease. You’ll also learn how to set up ThousandEyes on Cisco Desk Phone 9861 and 9871, interpret results, and leverage analytics to gain insights into phone usage. Walk away with practical tips and expert guidance to optimize phone management like a pro.

CE Credits: 2

Technical Training Class

Employee Experience

Devices

Technical Training Class

SEP 28 1:00 PM – 2:00 PM PT

TRAINING PASS REQUIRED

Webex Webinars: A deep dive into the next-gen meeting platform.

Training Class: Intermediate

Explore the powerful new Webex Webinars solution, now seamlessly integrated into the Webex Suite. This session will highlight the latest upgrades designed to transform the host, co-host, panelist, and attendee experience.

Discover key features like the one-app solution, faster join times, improved accessibility, and enhanced scalability with high-performance video mesh. You’ll also learn best practices for administration, management, and optimizing end-user experiences.

Join us to unlock the full potential of Webex Webinars and deliver more engaging, efficient, and scalable events.

CE Credits: 2

Speakers

Cisco

Abner has 10+ years supporting customers and 6 years working as a Cloud Collaboration Engineer with a proven track record of helping customers navigate, deploy, maintain and debug complex collaboration solutions to meet their business needs. He leads a team of Cloud Collaboration TAC engineers who help solve customer issues every day.

Technical Training Class

Employee Experience

Suite

Technical Training Class

SEP 28 1:00 PM – 2:00 PM PT

TRAINING PASS REQUIRED

How to integrate Webex Contact Center with your CRM.

Training Class: Foundation

Seamless integration between contact centers and CRM systems is key to delivering exceptional customer experiences. This session highlights Webex Contact Center and its pre-built CRM connectors for platforms like Salesforce, ServiceNow, and Microsoft Dynamics.

Discover how to quickly set up these connectors and unlock features such as screen pops, click-to-dial, and real-time call activity logging to boost agent productivity and streamline interactions. Learn how to align these integrations with your business needs to optimize call handling, enable intelligent routing, and maximize the value of your contact center and CRM investments.

CE Credits: 1

Speakers

Cisco

I’m a Product Manager with over 7 years of experience at Cisco. I hold an MBA from the University of Pittsburgh and bring a passion for solving complex problems with creative, user-focused solutions. My expertise spans end-to-end product management, from strategy to execution.

Technical Training Class

Customer Experience

Contact Center

Technical Training Lab

SEP 28 1:30 PM – 5:30 PM PT

TRAINING PASS REQUIRED

Integrating Customer Journey Data Services for enhanced customer experiences.

Training Lab: Expert

This hands-on lab will help you elevate your customer engagement strategy by guiding you through the utilization of Customer Journey Data Services (CJDS) to enrich customer interactions within your voice and digital flows. Learn to manually inject events and adapt flow routing to enhance 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.

CE Credits: 4

Speakers

Cisco

Adam Weeks is a lifelong developer with a passion for learning, teaching, and building applications with over 20 years 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 global conferences. Adam is a native Floridian and any time not spent on the computer is spent on the water with his wife and two children.

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

Rue Green is a Sr. Solutions Engineer and has been working in the development, networking and cloud industry for over 30 years. Rue joined Cisco in 2006 focusing on Contact Center and Collaboration Technology. During his 19 years at Cisco, Rue has worked in different roles including CX, Sales and Management creating deep trusted relationships with Cisco's largest Contact Center customers. Rue has published the only Cisco Press book on Cisco Customer Voice Portal and is a distinguished speaker for Cisco Live with over 8+ distinguished speaker awards placing him into the Distinguished Speaker Hall of Fame. Rue holds a Bachelor of Science degree in Computer Science and a Bachelor of Science degree in Mathematics. Rue also hold four CCIEs in Enterprise Infrastructure, Collaboration, Voice and the newly announced Automation. Rue is also a certified full stack software developer focusing on MEAN and MERN stack and has developed several live SaaS solutions in production today. In his free time, Rue is a retired professional beach volleyball player, coaching and playing with youth players to help grow the sport. He is also an avid outdoors man living in Colorado spending his summers hunting and fishing in the Rocky Mountains.

Cisco

Luis Garcia is a Technical Marketing Engineer Technical Leader at Cisco, specializing in Webex Contact Center and Collaboration solutions. With over a decade at Cisco, Luis began his career as a Technical Consulting Engineer in TAC, supporting both Contact Center and Telepresence technologies. He later served as Technical Team Lead for the TelePresence TAC team, focusing on Expressway, RoomOS endpoints, and CMS. His expertise spans cloud collaboration, video conferencing, and enterprise communications. Luis holds a range of Cisco and industry certifications, including CCNA Voice, CCNA R&S, CCNP Collaboration, CCIE Collaboration, CCNA DevNet, AWS Solutions Architect Associate, and ITIL v4.

Technical Training Lab

Customer Experience

Contact Center

Technical Training Lab

SEP 28 1:30 PM – 5:30 PM PT

TRAINING PASS REQUIRED

Your ultimate guide to Webex Contact Center.

Training Lab: Foundation

Unlock the full potential of your Webex Contact Center in this hands-on lab for administrators. Gain practical experience with step-by-step guidance on configuring licenses, agent profiles, teams, and queues. This session empowers you to optimize performance, maximize your investment, and complete the essential prework to set up a fully functional contact center.

CE Credits: 3

Speakers

Cisco

Having been part of the Broadsoft Team prior to its acquisition by Cisco, Adam has been intimately involved with the Webex Calling and Contact Center Products from their 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 and Contact Center to design new training courses, develop educational content for the latest features for partners and Customers.

Cisco

Susan Parrish is a seasoned training professional with over 20 years of experience in software and technology customer-management and training roles. She merges her extensive background in customer engagement with her knowledge of adult education to provide a relevant and practical perspective to adult learners in the tech industry. At Cisco, Susan designs and delivers courses for Webex solutions, leading hands-on lab sessions and classes that empower participants to deepen their technical skills through immersive, real-world learning experiences. Susan holds a Master’s Degree in Adult Education and a Community College Instruction Certificate from East Carolina University, as well as a Bachelor’s Degree in Management of Information Systems from the University of Mount Olive. Beyond her professional commitments, she enjoys spending time at the beach, tailgating at ECU football games, and performing in local community theater.

Cisco

Started as a Resident Engineer for Broadsoft, and currently providing training for Webex Calling and Webex Contact Center at the Webex Academy. Panamanian graduated in Electronics Engineering with wide experience in the telecommunications field bringing more than a decade of experience to his current role. Now, she is dedicated to successfully guiding Partners and Customers to succeed in achieving their goals with Webex.

Technical Training Lab

Customer Experience

Contact Center

Technical Training Lab

SEP 28 1:30 PM – 5:30 PM PT

TRAINING PASS REQUIRED

Making zero downtime a reality with Webex Calling.

Training Lab: Foundation

Unlock the power of Webex Calling with a hands-on lab exploring local gateway and survivability gateway. In this session, you’ll build and configure a registration-based local gateway, enable hybrid calling between Webex Calling cloud and on-premises Cisco UCM, and deploy a survivability gateway. Learn how to co-reside both gateways and perform real-time troubleshooting and failover testing—gaining practical skills you can apply immediately in hybrid voice environments.

CE Credits: 3

Speakers

Cisco

Bryan Waldmann is a Solutions Engineer at Cisco Systems and has served as the engineering lead for the Cisco Collaboration Experience Program (CCEP) Team for the past five years. In this role, Bryan guides the Collaboration Pre-Sales trial team, working closely with customers across a range of industries. He brings deep expertise in Webex Calling, UCM/DI, FedRAMP, and Webex Devices. Bryan has presented and spoken at multiple SEVTs, Voice of the Engineers (VoEs), and has provided support for several Cisco Live Labs/Sessions. Prior to joining CCEP, Bryan worked with a Cisco Partner, deploying CUCM and video solutions nationwide, with a particular focus on healthcare. He successfully led conversions of hundreds of hospitals and physician sites to CUCM. Following seven years in the partner space, Bryan transitioned to a major healthcare system, where he managed network, telecommunications, and video solutions. Bryan lives in the Cincinnati Metro area with his wife and five children.

Cisco

Rajamani Nallakaruppan is a Collab Solutions Engineer / Technical Solutions Architect 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 (Technical Consulting Engineer) for the Technical Services (CX) Organization, based out of Research Triangle Park (RTP) North Carolina office. Rajamani holds a Bachelor of Science in Electronics and Communications Engineering from the Anna University, Chennai, India. Rajamani has worked across Cisco Unified Communications Manager, UC Applications TAC team(s). Rajamani transferred to the Cisco Research Triangle Park (RTP) North Carolina in 2015 from Cisco Systems India. Since 2010, Rajamani has become an expert in Webex Calling, Webex app, Webex Dedicated Instance, Cisco Jabber, Cisco Jabber VDI / VXME, Cisco IM and Presence Server, IP Communicator, and CUCI-Lync, Cisco Unified Attendant Console. Rajamani has presented multiple times in previous Cisco Live events.

Cisco

I have been working with Global Demo Engineering team over 10 years. Specialize in Collaborations demos both On-Prem and Webex.

Technical Training Lab

Employee Experience

Calling

Technical Training Lab

SEP 28 1:30 PM – 3:30 PM PT

TRAINING PASS REQUIRED

How to improve customer interactions with video and AI.

Training Lab: Intermediate

Businesses in all verticals want to improve customer service which is why the ability to communicate with experts over video is growing in demand. But for customers, interacting with experts needs to be easy and offered on their digital channel of choice, and without the need to install any application

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

You’ll leave this session understanding:

How Webex Instant Connect provides WebRTC based video communications leveraging APIs, and its new AI features. All in your browser.
How to build a Webex AI Agent.
A real use case example on the orchestration power of Webex Connect, integrating not only with Instant Connect, but also with external systems like CRM.

CE Credits: 3

Speakers

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)

Cisco

Luca Pellegrini is a Technical Marketing Engineer at Cisco, specializing in Collaboration technologies. He joined Cisco over 20 years ago as a Systems Engineer, supporting customers and partners in designing network and security architectures. He later moved into the Collaboration Technology Group, where he focuses on APIs, machine learning, and AI/LLMs to help customers automate, customize, and integrate their collaboration solutions.

Technical Training Lab

Customer Experience

AI

CPaaS

Technical Training Lab

SEP 28 2:00 PM – 3:00 PM PT

TRAINING PASS REQUIRED

Transform user interactions: A real-world application of guest-to-guest capabilities.

Training Lab: Intermediate

Join us for an engaging lab session designed specifically for developers looking to transform user interactions within the Webex ecosystem. In this session, we will explore ways to leverage guest-to-guest (G2G) capabilities using SDK to enhance collaboration.

Participants will learn through a use case from PlanMyTrip, a small travel startup looking to grow its business. Such businesses can utilize G2G functionalities to offer assistance with air travel and personalized virtual tours. By enabling travelers to connect with experts and peers, these businesses can provide more interactive experiences, fostering trust and satisfaction.

Through hands-on activities, developers will gain insights into integrating these capabilities into an existing business to build seamless user experiences.

CE Credits: 2

Speakers

Cisco

I am a Software Engineer with over nine years of experience, including the past four years at Cisco Systems, India, where I'm part of the Developer Experience team. I build and deliver features for WxMeetings, WxCalling, and the WxContact Center Web SDK, helping make life easier for developers. I'm passionate about JavaScript, Git, and building AI-powered applications on large language models (LLMs). I am also the APJC Lead for a Cisco internal mentorship program and am exploring my career path towards Engineering Management. Outside of work, I love running and driving.

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.

Technical Training Lab

Employee Experience

Suite

Technical Training Class

SEP 28 2:30 PM – 3:30 PM PT

TRAINING PASS REQUIRED

Harnessing APIs for AI-based voice orchestration in Webex Contact Center.

Training Class: Intermediate

Discover how Webex Contact Center is leveraging gRPC APIs to enable seamless third-party AI integrations for both Webex Contact Center and Webex Contact Center Enterprise.

In this session, you’ll learn how to set up gRPC APIs for media streaming and use "Bring Your Own Data Source" as an authentication mechanism.

This architecture is designed as a unified framework for CX-related AI integrations, empowering features such as AI Agent, agent and supervisor assist tools, analytics, and more. Join us to explore how this innovation enhances voice orchestration and unlocks powerful AI-driven capabilities.

CE Credits: 2

Speakers

Cisco

Hello, I’m Soundarya Muthuvel, a Product Manager with a wide range of interests! I am currently part of the Developer Experience team for Webex Contact Center, focusing on third-party AI integrations. I lead the "Bring Your Own AI" initiative, helping customers and AI partners bring their AI solutions to the Webex platform.

Technical Training Class

Customer Experience

Contact Center

Technical Training Class

SEP 28 2:30 PM – 3:30 PM PT

TRAINING PASS REQUIRED

Vidcast: Unlocking the full potential of the video engagement platform.

Training Class: Intermediate

Vidcast is more than a video messaging tool—it’s a platform designed to transform how you create, organize, and share videos across your organization. In this session, we’ll explore its advanced features and practical use cases to help you maximize its value, including:

AI features: Personalize highlights, generate smart chapters, and use semantic search to find relevant content. Transform static PDFs and slides into dynamic videos with AI.
Discoverability & security: Control who can access your videos, organize content with playlists and pages, and securely embed videos across platforms.
Creation tools: Create professional videos in the recording studio, broadcast live with Slido Q&A, and streamline messaging with teleprompter-assisted tools.

Join us to uncover how Vidcast can elevate your video engagement strategy and improve collaboration across your team.

CE Credits: 2

Speakers

Cisco

As the dedicated Customer Success Leader for Vidcast, I am deeply committed to guiding organizations through the transformative adoption of asynchronous video communications. My journey with Vidcast began during its beta phase in September 2021, and it has been a remarkable experience to witness and contribute to its growth and evolution. I am most passionate about empowering customers through education, coupled with fostering dynamic and enduring relationships.

Technical Training Class

Employee Experience

Suite

Technical Training Class

SEP 28 2:30 PM – 3:30 PM PT

TRAINING PASS REQUIRED

Agents of change: Elevating enterprise AI with agentic flows.

Training Class: Intermediate

AI agentic flows are transforming the generative AI landscape by combining large language models (LLMs) with goal-oriented tasks to enable intelligent, efficient automation. This approach leverages smaller, specialized models orchestrated in workflows, providing powerful and personalized AI solutions without the heavy resource demands of massive LLMs.

In this session, you’ll learn the key concepts behind agents and agentic flows, see how to build them with platforms like LangChain and AutoGen, and explore real-world applications in technical operations, troubleshooting, and customer support.

CE Credits: 2

Speakers

Cisco

Dr. Gaurav Khanna is an AI Executive at Cisco Systems. During his 25 year career at Cisco, he has had many roles including managing early-in-career SE programs and founding the first data science and machine learning team in Sales. His team pioneered the use of predictive and generative AI systems in Sales at Cisco. In his current role, he is focused on guiding customers on their overall AI strategy and business transformation. He is also active fostering strategic partnerships within Cisco and the industry. Teaching and mentoring students has long been a passion; he currently teaches a popular foundational AI/ML course at Stanford Continuing Studies and travels frequently to speak about AI in industry forums. In his spare time, he loves to travel, hike in National Parks, and read about history, finance, and is a “math enthusiast”. Originally from New York, he has been a long-time resident of San Jose, CA, with his wife and two teenage children. He received his B.S. in Physics from Yale and his Ph.D. in Materials Science and Engineering from Stanford University.

Technical Training Class

AI

Platform/Architecture

Technical Training Class

SEP 28 2:30 PM – 3:30 PM PT

TRAINING PASS REQUIRED

Cisco Desk Phone 9800 Series: Unlock the power of the action button.

Training Class: Intermediate

Cisco Phones introduce advanced safety and communication capabilities through its new feature, Action Button. A physical button designed for rapid emergency response, quick dialing, and many other customizable actions. This session explores key features such as emergency call options, silent alarms, multi-trigger functionality, and integration with CUCM and Webex Calling. This session will provide demonstrations and key use cases. Comprehensive guidance and additional resources are provided to help organizations maximize the effectiveness of the Action Button in diverse environments. A roadmap update will be provided as well.

CE Credits: 2

Speakers

Cisco

David is an Engineering Product Manager covering Collaboration endpoints. David has been with Cisco over 15 years and holds a CCIE.

Technical Training Class

SEP 28 4:00 PM – 5:00 PM PT

TRAINING PASS REQUIRED

Roles-based access control for Webex Contact Center.

Training Class: Intermediate

In this session, administrators will receive a deep understanding of the market leading access control experience in Webex Contact Center. Administrators will learn how to delegate access to other administrators and supervisors so they only see their resources and data. There will be deep dives into how administrators can grant view/edit/no-access permissions, how they can group resources by department and assign those to users, and how they can assign resources to a department while creating the resource. If you are managing multiple departments, this class will show you how our solution is the most flexible access control system in the CCaaS market to meet your needs.

CE Credits: 2

Speakers

Cisco

Architect responsible for all admin interfaces (Control Hub and Tenant Management Portal) for Contact Center. I also lead the initiative to enhance the onboarding experience for customers and partners.

Cisco

Jonathan has been with Cisco for 10+ years with 8+ of those years being in product management. He's been in the CX space for 3 years focused on improving the administrator experience and reducing the time to value by delivering self service trials, multiple subscriptions per customer, automated voice/digital provisioning, and a completely revamped + flexible access control solution. Jonathan enjoys talking to customers and partners about how we can improve the product to make the admininstrators life easier. He's presented at industry events in the past and looks forward to connecting!

Technical Training Class

Customer Experience

Contact Center

Control Hub

Technical Training Class

SEP 28 4:00 PM – 5:00 PM PT

TRAINING PASS REQUIRED

A conversation with AI Product Management.

Training Class: Foundation

The ability for AI to understand and respond with natural language has revolutionized how businesses operate. Today, language models are integral to many enterprise applications, powering everything from contact center virtual agents to post-meeting summarizations. However, most language models still introduce significant risk. Hallucinations, toxic speech, prompt injection, and prompt jailbreak attacks are among the many consequences a business may face when adopting AI tools. In this session, we’ll detail the specific types of risks enterprises face in a very interactive open conversation on customer and partner concerns to ensure robust safeguards that enable AI systems to operate safely, securely, and effectively.

CE Credits: 1

Speakers

Cisco

Anwaar is a Senior AI Product Manager focused on building natural language capabilities and AI security features for Webex.

Cisco

Francis Kurupacheril is a seasoned technology executive and product strategist with over 27 years of experience delivering transformative AI and SaaS innovations across enterprise and consumer platforms. He currently serves as Director of Product Management at Cisco, where he leads the company’s GenAI and Language AI strategy for the Webex portfolio. At Cisco, Francis has architected and operationalized a multi-layered AI platform powering over 3.5 million meeting summaries and ~150 billion LLM tokens processed. He spearheads the development of foundational technologies—including Cisco’s LLM Proxy, Guardrails, Retrieval-Augmented Generation (RAG), AI Agent Framework, and enterprise-grade summarization systems—ensuring security, observability, and compliance with FedRAMP, IL6, and PSF standards. His initiatives around “Ultra-Secure AI” and agentic collaboration platforms are positioning Cisco as a trusted AI partner for government and regulated industries. An expert in LLM productization, Responsible AI, and agent-based architectures, Francis has scaled AI systems with multi-model support (OpenAI, Claude, Cisco-native models), achieving over 5x cost efficiency in key use cases. He has overseen delivery across AI-driven collaboration features, including real-time Vidcast personalization, semantic graph search, topic analytics, and multi-modal assistants—impacting revenue growth and daily productivity for millions of enterprise users. Prior to Cisco, Francis founded Piot Networks, an IoT platform company, and held senior product roles at Purple Communications, InFocus, Huawei, and ShoreTel. He began his career in software engineering with Alcatel and Cisco, building VoIP and communication systems. Francis holds an MBA in Finance & Strategy from Santa Clara University, an MS in Software Management from Carnegie Mellon University, and a BE in Computer Science & Engineering from the University of Madras. He is a named inventor on multiple AI/ML patents and is recognized for driving zero-to-one innovation at the intersection of product strategy, AI safety, and large-scale execution.

Technical Training Class

AI

Platform/Architecture

Technical Training Class

SEP 28 4:00 PM – 5:00 PM PT

TRAINING PASS REQUIRED

Automating certificate management for cloud-registered video devices.

Training Class: Intermediate

With the growing deployment of cloud-registered video devices in public sector and enterprise environments, it’s crucial to ensure they meet your organization’s security requirements.

In this session, we’ll explore the methods for securing and hardening video endpoints through the automated enrollment and renewal of customer-signed certificates for services such as 802.1x and HTTP web services. Participants will learn about certificate enrollment methods using standards-based protocols, like SCEP, along with the Control Hub zero-touch provisioning process.

By the end of this session, video device admins will learn how to overcome the manual and cumbersome process of managing customer-signed certificates while ensuring a secure, streamlined device deployment.

CE Credits: 2

Speakers

Cisco

Seble Mengesha is a Solutions Engineer with over six years of experience at Cisco, specializing in Collaboration technologies. Her recent work focuses on hybrid work strategies and transitioning public sector organizations from on-premises calling to the cloud. Before joining Cisco, Seble was with DC Government, where her focus was on advancing wireless technologies and smart city innovations. She is based in Rockville, Maryland.

Technical Training Class

Employee Experience

Devices

Technical Training Class

SEP 28 4:00 PM – 5:00 PM PT

TRAINING PASS REQUIRED

The intelligent admin: Boost your efficiency with Cisco AI Assistant.

Training Class: Foundation

Discover how the Cisco AI Assistant can transform the way you manage Webex Calling and Control Hub. In this session, you’ll learn to harness AI-driven features in Control Hub for faster setup, streamlined troubleshooting, and enhanced management. We’ll also explore the role of AI in Webex Meetings and Webex Contact Center. Walk away with actionable insights to supercharge your efficiency as an admin while driving greater productivity across your organization.

CE Credits: 1

Speakers

Cisco

Matt Sommer is a Solutions Engineer at Cisco with over 24 years of experience in the IT industry. He has been in various pre-sales engineering roles at Cisco for 15 years. He is passionate about helping customers create collaborative and dynamic, future-proofed workplaces for their employees. This expertise has benefited clients across diverse sectors, including healthcare, financial, retail and manufacturing. Prior to joining Cisco, he served as a Network Architect at Fortune 500 companies. Matt holds both a B.S. and M.S. from Saginaw Valley State University and, notably, is the holder of a collaboration-related patent. Fun fact: Matt enjoys music production as a hobby.

Technical Training Class

Employee Experience

AI

Control Hub

Technical Training Lab

SEP 28 4:00 PM – 5:00 PM PT

TRAINING PASS REQUIRED

Learn how to troubleshoot RoomOS video devices on Control Hub with Remote Access

Training Lab: Foundation

Prepare to transform your approach to device support and minimize downtime and on-site maintenance.

In this session, you’ll discover how to minimize on-site troubleshooting and enhance your remote video device management capabilities. This hands-on, foundational course will equip you with the skills to efficiently diagnose and resolve issues on RoomOS video devices using Webex's powerful troubleshooting tools focusing on Remote Access capabilities. You'll work through realistic scenarios, gaining practical experience in identifying and resolving common RoomOS video device problems directly within Control Hub.

CE Credits: 3

Speakers

Cisco

I am a Software Engineer at Cisco with 6 years of experience specializing in Cisco RoomOS video devices. Over the course of my career, I have contributed to a wide range of RoomOS features, including xAPI, UI Extensions, Macros, Embedded Apps, Web Views, and more. Most recently, I was project lead for the Remote Access feature, working with a cross functional team to ensure quality and enhance user experiences. I am passionate about sharing my knowledge to help others fully leverage Cisco's collaboration technologies and discover how our products can transform the way people connect and work.

Technical Training Lab

Employee Experience

Devices

Control Hub

Technical Training Class

SEP 29 8:00 AM – 10:00 AM PT

TRAINING PASS REQUIRED

Cisco UCM, On-Premises and Dedicated Instance. From on-premises to the cloud and all things in-between.

Training Class: Intermediate

In this session, you’ll learn about the latest enhancements to Cisco UCM version 15, whether on-premises or via cloud deployment as part of Webex Calling Dedicated Instance. We’ll cover updates on virtualization and the deployment options for Cisco UCM, Technical changes and preparing for the new hypervisor options coming.

We will also cover best practices for moving your Cisco UCM to Webex Calling Dedicated Instance, things to consider, and how to maximize your move to the cloud.

CE Credits: 2

Speakers

Cisco

Justin Jordan has been at Cisco for almost 15 years in many different roles. Currently he is a Senior Product Manager inside the Business Unit covering Cisco's Webex Suite applications. Justin enjoys spending time with our partners and customers and you have probably had a chance to see him present on many different webinars, Webex One's, and Cisco Live's. Justin's passion is Collaboration, and he loves showing the great things that Cisco brings to the market for our customers. Justin lives in the Texas Hill Country with his wife and pug Winston. He enjoys Flying, Golf, and legacy arcading.

Cisco

Sunny Akkera is a Senior Product Manager at Cisco, leading the strategy and development of Webex Calling Dedicated Instance. Based in Dallas, TX, Sunny brings deep expertise in both on-premises and cloud-based Cisco Calling solutions. With a strong focus on innovation and customer success, he is passionate about building best-in-class cloud calling experiences that meet the evolving needs of global enterprises. Sunny’s leadership has been instrumental in shaping scalable, reliable, and user-centric communication platforms within the Webex ecosystem.

Cisco

James Arias is a 30-year technology veteran and is currently a Senior Product Manager in the extended Webex Calling team. In his current role, James helps customers and partners build upgrade and cloud migration strategies, while also overseeing a lot of what makes Collaboration solutions tick ... simplified appliances, server/OS/virtualization support, scalable architectures, upgrade improvements and business continuity solutions. Before joining the product team, James was in technical sales for Cisco contact center applications, and prior to Cisco held various positions supporting legacy and IP networks, network management applications and call center systems. James likes to leverage this broad experience to help customers tackle complexity and create actionable strategies to reach their goals. James attended the University of South Florida and lives in central Florida with his wife and two daughters. When he's not working, you'll find him gaming or following his favorite volleyball teams (Go Valks!).

Technical Training Class

Employee Experience

Calling

Technical Training Class

SEP 29 8:00 AM – 10:00 AM PT

TRAINING PASS REQUIRED

Implementing AI to enhance customer experiences.

Training Class: Intermediate

As generative AI technologies rapidly advance, customer expectations are shifting toward smoother, AI-driven interactions. Meanwhile, human agents are looking to AI tools to simplify their daily tasks.

In this session for IT professionals, you'll gain insights into the benefits of Webex AI features and learn how to implement them effectively. We'll discuss the development of AI agents and AI assistants, their integration into voice and digital flows, and the orchestration of a cohesive AI strategy to enhance customer and agent experiences.\n\nYou'll get practical demonstrations and real-world examples designed to provide you with the knowledge and confidence to apply these AI solutions in your organization.

CE Credits: 2

Speakers

Cisco

Padmini Krishnan is a Product Manager for Webex Contact Center, focused on Agent Experiences and the AI Assistant for agents. She previously led product initiatives in the Webex Devices group, where she helped develop next-generation collaboration hardware and deepen platform integrations. Prior to her transition into product management, Padmini spent seven years as a software engineer. She holds a Master’s degree in Computer Networks from the University of Massachusetts Amherst and an MBA from the University of Texas at Austin’s McCombs School of Business.

Cisco

Luis Garcia is a Technical Marketing Engineer Technical Leader at Cisco, specializing in Webex Contact Center and Collaboration solutions. With over a decade at Cisco, Luis began his career as a Technical Consulting Engineer in TAC, supporting both Contact Center and Telepresence technologies. He later served as Technical Team Lead for the TelePresence TAC team, focusing on Expressway, RoomOS endpoints, and CMS. His expertise spans cloud collaboration, video conferencing, and enterprise communications. Luis holds a range of Cisco and industry certifications, including CCNA Voice, CCNA R&S, CCNP Collaboration, CCIE Collaboration, CCNA DevNet, AWS Solutions Architect Associate, and ITIL v4.

Technical Training Class

Customer Experience

AI

Contact Center

Technical Training Class

SEP 29 8:00 AM – 10:00 AM PT

TRAINING PASS REQUIRED

Design Smarter Spaces: Workspace Designer custom rooms & Video Room Calculator.

Training Class: Intermediate

Designing modern conference rooms—like boardrooms and training spaces—comes with unique challenges, from selecting the right video device to optimizing audio and ensuring remote participant visibility. This session dives into the complexities of room design and shows how visual planning tools can simplify the process.

Led by the developers of Cisco’s Video Room Calculator and Workspace Designer, you’ll explore how these tools streamline design workflows, complement each other, and enhance the planning process. Gain hands-on insights into their capabilities, pro-tips for device selection, scalable room layouts, and best practices to improve user experiences.

This interactive 120-minute session also invites your feedback to shape the next generation of room design technology. Don’t miss this opportunity to design smarter, more effective spaces!

CE Credits: 2

Speakers

Cisco

Joe is a Collaboration Solutions Engineer in Cisco's Global Enterprise group, bringing 25 years of experience in the telecommunications industry, including 15 years at Cisco. He began his career at Tandberg TAC before moving into technical training and later gained valuable hands-on experience by building out the distance education department at a major university. Throughout his career, Joe has worked across a variety of industry verticals—including SMB, government, healthcare, legal, education, and some of the world’s largest enterprise companies—always putting the customer and user experience first. In addition to his extensive background in networking, video devices, and room design, Joe is a self-taught programmer and currently serves as the lead developer for the Video Room Calculator.

Cisco

I've worked as a software oompa-loompa in the wonderful chocolate factory for video devices in Cisco Norway for 14 years. My passion is finding new, useful or weird use cases for these industry leading products, and so I've been part of the core team creating UI extensions, macros and the web engine on the devices. I'm a passionate integration evangelist and the maintainer of roomos.cisco.com. I love the free and democratic nature of browser based technology, which has allowed us to bring Workspace Designer to the market in short time. My greatest strength is combining creativity with software development and going the extra mile to create solutions that make people smile. Hope to see you on our training or the Workspace Designer booth on Webex One!

Technical Training Class

Employee Experience

Devices

Technical Training Lab

SEP 29 8:00 AM – 12:00 PM PT

TRAINING PASS REQUIRED

A deep-dive into Cisco devices xAPIs.

Training Lab: Foundation

The hands-on lab provides a comprehensive overview of Cisco device xAPIs. Participants will learn what they are, how to access them, how to use them to build a custom solution with the macro editor, and how to deploy the solution using various tools and the xAPI itself.

CE Credits: 3

Speakers

Cisco

I've been with Cisco 4 years in November, with 4+ years of experience running Cisco Video Collaboration devices in higher education. My focus is on Integrator level codecs, such as the Codec EQ and Codec Pro as well as room design and customization via our extensive API. I love what I do and excited to share it with you!

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.

Technical Training Lab

Employee Experience

Devices

Technical Training Lab

SEP 29 8:00 AM – 12:00 PM PT

TRAINING PASS REQUIRED

Architecting Webex Calling for your industry: A vertical-specific, persona-based lab.

Training Lab: Foundation

Join us for an immersive, hands-on lab where you’ll design Webex Calling multitenant solutions tailored to your industry—healthcare, retail, finance, corporate, or education.

Each participant will work in their chosen vertical, building communication workflows specific to real-world use cases. You’ll gain hands-on experience adding users, configuring PSTN connections, provisioning devices, and setting up features like auto attendants, call queues, and Redsky E911 integration.

You’ll also get the chance to explore new AI-powered Webex call summarization, transcription, and call recording. Leave with practical, deployable skills for your industry.

CE Credits: 3

Speakers

Cisco

Bryan Waldmann is a Solutions Engineer at Cisco Systems and has served as the engineering lead for the Cisco Collaboration Experience Program (CCEP) Team for the past five years. In this role, Bryan guides the Collaboration Pre-Sales trial team, working closely with customers across a range of industries. He brings deep expertise in Webex Calling, UCM/DI, FedRAMP, and Webex Devices. Bryan has presented and spoken at multiple SEVTs, Voice of the Engineers (VoEs), and has provided support for several Cisco Live Labs/Sessions. Prior to joining CCEP, Bryan worked with a Cisco Partner, deploying CUCM and video solutions nationwide, with a particular focus on healthcare. He successfully led conversions of hundreds of hospitals and physician sites to CUCM. Following seven years in the partner space, Bryan transitioned to a major healthcare system, where he managed network, telecommunications, and video solutions. Bryan lives in the Cincinnati Metro area with his wife and five children.

Cisco

Rajamani Nallakaruppan is a Collab Solutions Engineer / Technical Solutions Architect 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 (Technical Consulting Engineer) for the Technical Services (CX) Organization, based out of Research Triangle Park (RTP) North Carolina office. Rajamani holds a Bachelor of Science in Electronics and Communications Engineering from the Anna University, Chennai, India. Rajamani has worked across Cisco Unified Communications Manager, UC Applications TAC team(s). Rajamani transferred to the Cisco Research Triangle Park (RTP) North Carolina in 2015 from Cisco Systems India. Since 2010, Rajamani has become an expert in Webex Calling, Webex app, Webex Dedicated Instance, Cisco Jabber, Cisco Jabber VDI / VXME, Cisco IM and Presence Server, IP Communicator, and CUCI-Lync, Cisco Unified Attendant Console. Rajamani has presented multiple times in previous Cisco Live events.

Technical Training Lab

Employee Experience

Calling

Technical Training Lab

SEP 29 8:00 AM – 12:00 PM PT

TRAINING PASS REQUIRED

Transitioning from Cisco UCM to Webex Calling.

Training Lab: Intermediate

This lab will focus on actively using tools to assist with migrating configurations, users and devices from on-premises Cisco UCM to Webex Calling. This will include instruction around the steps and best practices on the migration process, strategy, and dialplan considerations. The tools used in this lab will include what is available with Control Hub, cloud-connected UC, and 3rd party tooling.

CE Credits: 4

Speakers

Cisco

Carl Newton is a seasoned Unified Communications architect with over 15 years of experience delivering advanced Cisco UC solutions across diverse market sectors. Known for his analytical approach and problem-solving expertise, Carl has led global projects integrating Webex Calling, Meetings, and Contact Center, and has been instrumental in driving cloud migration and hybrid architecture strategies. A Distinguished Speaker at Cisco Live, Carl is recognized for developing impactful technical training and mentoring others, while also influencing product innovation through Cisco’s Calling Tiger Team and advisory roles. His commitment to customer success and passion for collaboration technology make him a trusted leader and valued contributor in the unified communications field.

Cisco

I have been working with Global Demo Engineering team over 10 years. Specialize in Collaborations demos both On-Prem and Webex.

Cisco

Amy Ryan is a Principal Solutions Engineer with over 25 years of experience in collaboration technologies. Amy has worked at Cisco partners and the last 15 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. Amy attended Eastern Kentucky University and lives in Kentucky with her sons.

Technical Training Lab

Employee Experience

Calling

Technical Training Lab

SEP 29 8:00 AM – 12:00 PM PT

TRAINING PASS REQUIRED

Driving digital to human engagement.

Training Lab: Intermediate

This lab will walk you through how to deliver exceptional experiences by leveraging AI to connect all customer engagement, from automated digital messaging to self-service and human interaction. It starts with proactive communication reaching out to customers via digital channels, then moves to self-service with the Webex AI Agent, and finally to configuring and escalating to a human agent, supported by Cisco AI Assistant. You'll learn how to build proactive digital-to-human engagement journeys, leveraging the new AI features in Webex Contact Center.

CE Credits: 4

Speakers

Cisco

Preetham Kademada is a seasoned Solutions Engineer with over 23 years of experience in the contact center and customer experience space. His expertise spans the full lifecycle of customer engagement, from design and architecture to delivery and long-term support. For eight years, Preetham led professional services teams specializing in complex Cisco Contact Center deployments, working with critical enterprise accounts and driving strategic initiatives in demanding environments. Since 2021, he has been part of the Cisco Sales Engineering, focusing on partner success and scalable customer solutions. Preetham's technical depth covers the entire Contact Center portfolio—ranging from traditional platforms to cutting-edge AI services and digital engagement channels. With a strong foundation in collaboration technologies, network architecture, and customer experience applications, he is passionate about helping organizations modernize and optimize their customer engagement strategies. Driven by outcomes, Preetham is known for his ability to translate complex technical challenges into clear, effective solutions—always keeping the customer and partner experience at the center of his approach.

Cisco

Rue Green is a Sr. Solutions Engineer and has been working in the development, networking and cloud industry for over 30 years. Rue joined Cisco in 2006 focusing on Contact Center and Collaboration Technology. During his 19 years at Cisco, Rue has worked in different roles including CX, Sales and Management creating deep trusted relationships with Cisco's largest Contact Center customers. Rue has published the only Cisco Press book on Cisco Customer Voice Portal and is a distinguished speaker for Cisco Live with over 8+ distinguished speaker awards placing him into the Distinguished Speaker Hall of Fame. Rue holds a Bachelor of Science degree in Computer Science and a Bachelor of Science degree in Mathematics. Rue also hold four CCIEs in Enterprise Infrastructure, Collaboration, Voice and the newly announced Automation. Rue is also a certified full stack software developer focusing on MEAN and MERN stack and has developed several live SaaS solutions in production today. In his free time, Rue is a retired professional beach volleyball player, coaching and playing with youth players to help grow the sport. He is also an avid outdoors man living in Colorado spending his summers hunting and fishing in the Rocky Mountains.

Technical Training Lab

Customer Experience

AI

Contact Center

CPaaS

Technical Training Lab

SEP 29 8:00 AM – 12:00 PM PT

TRAINING PASS REQUIRED

Optimizing Webex Suite for Control Hub administrators.

Training Lab: Foundation

This 4-hour introductory lab equips Control Hub administrators with the skills to manage and optimize Webex Suite workloads. Participants will learn to configure and tailor solutions like Meetings, Messaging, Calling, Events, Vidcast, Slido, and Whiteboard to address diverse organizational and role-specific needs, enhancing collaboration and productivity.

CE Credits: 3

Speakers

Cisco

Clare is an Enablement Specialist at Cisco Systems, on the Webex Academy team, where she inspires users through dynamic live training sessions focused on the Webex Suite. Bringing over 23 years of experience in technology enablement, Clare excels in live virtual training, e-learning content development, and webinar production. She holds industry-recognized certifications in virtual facilitation and content creation, underscoring her commitment to excellence. Outside of work, Clare enjoys quality time with her family, caring for her lively group of cats, and tackling an ever-growing list of home projects.

Cisco

Susan Parrish is a seasoned training professional with over 20 years of experience in software and technology customer-management and training roles. She merges her extensive background in customer engagement with her knowledge of adult education to provide a relevant and practical perspective to adult learners in the tech industry. At Cisco, Susan designs and delivers courses for Webex solutions, leading hands-on lab sessions and classes that empower participants to deepen their technical skills through immersive, real-world learning experiences. Susan holds a Master’s Degree in Adult Education and a Community College Instruction Certificate from East Carolina University, as well as a Bachelor’s Degree in Management of Information Systems from the University of Mount Olive. Beyond her professional commitments, she enjoys spending time at the beach, tailgating at ECU football games, and performing in local community theater.

Technical Training Lab

Technical Training Class

SEP 29 8:00 AM – 10:00 AM PT

TRAINING PASS REQUIRED

Power of the platform: Collaboration cross-architecture integrations in Control Hub.

Training Class: Intermediate

Discover how to fully leverage the value of the Cisco portfolio and achieve operational excellence by integrating Cisco solutions in Control Hub. In this session, you’ll learn about the unique benefits of integrating Meraki, ThousandEyes, Cisco Spaces, Cisco Secure Client, and Splunk with Control Hub to deliver real-time workspace utilization, achieve comprehensive network path observability and assurance, and create insightful dashboards with structured and unstructured data.

CE Credits: 2

Speakers

Cisco

Rafat is a seasoned Systems Architect at Cisco Systems, holding dual CCIE certifications in Voice and Collaboration technologies. With over 15 years of experience, he has been instrumental in designing and supporting solutions for diverse verticals, including large financial institutions, healthcare organizations, and Hyperscaler accounts. Rafat specializes in Cisco's collaboration portfolio, spanning both on-premises and cloud solutions, and brings a wealth of expertise in driving successful deployments and troubleshooting complex environments. Previously, he served as a Collaboration Architect in Cisco's Advanced Services team, where he helped customers optimize their collaboration ecosystems. Additionally, his tenure as a TAC engineer provided him with deep technical insights and hands-on experience in resolving critical customer issues.

Cisco

Kevin Ian Barrow is a Technical Marketing Engineering Leader within Cisco's Collaboration Technology Group Solutions Team, where he focuses on integrations with Cisco's collabaration product portfolio. With deep technical expertise and a strategic mindset, Kevin plays a key role in driving the adoption and integration of Cisco's collaboration technologies.

Cisco

Omer is a CCIE qualified Technical Marketing Engineer within Cisco’s CTG group. He brings over a decade of experience in designing, developing, and delivering complex, large-scale global projects across Collaboration Solutions (Cloud/On-Prem/Hybrid). His current focus is on leveraging the transformative power of AI to revolutionize collaboration and connectivity. He has hands-on experience with LangChain, LangSmith, MCP, fine-tuning foundation models, and is actively integrating AI-driven workflows into Collaboration platforms. Omer is also deeply involved in Cross-Architecture initiatives, particularly around integrating Collaboration with Splunk, Cisco XDR, ThousandEyes, Cisco Spaces, SD-WAN, and Meraki. He holds both a Bachelor's and a Master's degree in Software Engineering.

Technical Training Class

Employee Experience

Platform/Architecture

Control Hub

Technical Training Class

SEP 29 10:30 AM – 12:00 PM PT

TRAINING PASS REQUIRED

Webex Calling: Deep dive into the latest features and enhancements.

Training Class: Intermediate

Webex Calling is a market leading cloud calling solution with continuous innovations and enhancements that are frequently being released. In this session, we will give an overview of all major enhancements in the last few months and will discuss use cases for each major feature. This session enables you to stay current with the latest in Webex Calling and take advantage of the new functionalities and options available to you.

CE Credits: 2

Speakers

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.

Technical Training Class

Employee Experience

Calling

Technical Training Class

SEP 29 10:30 AM – 12:00 PM PT

TRAINING PASS REQUIRED

Delivering experiences and outcomes, through flow orchestration in Webex Contact Center.

Training Class: Intermediate

Struggling with complex contact center setups and delayed time-to-value? This session introduces Webex Contact Center Flow Orchestration, built for simplicity, speed, and real outcomes. Designed with integration at its core—from APIs to digital channels and automation—it helps you craft streamlined, personalized customer journeys with ease.

We’ll explore foundational concepts and advanced features, share practical use cases, and walk through proven best practices. You'll see how Flow Orchestration improves Customer Experience, Agent Productivity, Simplifies Administration, and empowers real-time supervisor actions—all without writing complex code.

Whether you're an admin, architect, or business stakeholder, you’ll leave with actionable insights to deliver better experiences—faster.

CE Credits: 2

Speakers

Cisco

Krishna Tyagi is a Technical Leader and AI Practitioner at Cisco in a global role, specializing in Customer Experience and AI Solution consulting, with a focus on our Cloud Webex Contact Center and AI solutions. With 20 years of expertise in SaaS and On-Prem Contact Center solutions, he is at the forefront of AI adoption, product innovation, and cloud transformation, empowering businesses to navigate the evolving CCaaS landscape and maximize the value of their CX investments. Krishna collaborates with various customer stakeholders and leadership, channel partners, and system integrators, providing strategic advisory and business consulting to drive AI-powered customer engagement. As a distinguished Cisco Live speaker he regularly shares his insights on AI, CX, and the future of customer interactions at global industry events. A GenAI enthusiast and innovation leader, Krishna is Cisco Certified Customer Success Manager and Business Analyst and holds a Cisco Generative AI Blue Belt certification. He holds a Bachelor's Degree in Electronics and Telecommunications Engineering and a certificate in Executive Leadership from Cornell University.

Technical Training Class

Customer Experience

Contact Center

Technical Training Class

SEP 29 10:30 AM – 12:00 PM PT

TRAINING PASS REQUIRED

The cloud and AI hybrid evolution (UCCE/WxCCE): Scale, secure, flexible, and accelerated business value.

Training Class: Intermediate

This session highlights the benefits of Cisco's cloud-based hybrid architecture for Contact Center Enterprise (CCE) and Webex CCE platforms. Designed for large enterprises seeking to leverage AI and cloud services, the session will introduce Cisco's native AI Agent and AI Assistant as part of the overall solution. It will provide insights into how the platform supports enterprises, whether they are transitioning fully to the cloud or strategically adopting a hybrid model. This session is ideal for IT professionals and decision-makers responsible for managing or selecting the best contact center solution for their stakeholders.

CE Credits: 2

Speakers

Cisco

Jerad Cockroft is a solutions engineer specializing in Contact Center and Customer Experience, with over 15 years of expertise in Cisco contact center and collaboration environments. Jerad has extensive experience designing, deploying, and supporting both large and small contact centers, leveraging his skills across on-premises and cloud-based solutions. Now in his 9th year at Cisco, Jerad's passion for integrating people, business, and technology was first sparked during his time as a Cisco customer. He has since applied this enthusiasm across a wide range of industry verticals, including public sector, healthcare, commercial, and financial services.

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 16 years focused on Cisco solutions and was recently recognized as a Cisco Distinguished Speaker. 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, digital channels, and other cloud solutions. 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.

Technical Training Class

Customer Experience

AI

Contact Center

Technical Training Class

SEP 29 10:30 AM – 12:00 PM PT

TRAINING PASS REQUIRED

Webex identity: Provisioning, authentication, and authorization.

Training Class: Intermediate

At the heart of Webex’s functionality lies its robust framework for identity, authentication, authorization, and provisioning, enabling secure and efficient access control.

This session delves into provisioning users in Webex from popular identity platforms such as Duo, Microsoft Active Directory, Entra ID, and Okta, leveraging tools and standards like Cisco Directory Connector and SCIM.

We’ll also explore Webex’s authentication mechanisms, including single sign-on (SSO) using SAML and OpenID Connect, as well as multifactor authentication (MFA).\n\nLastly, we’ll cover Webex’s approach to authorization, which uses role-based access control (RBAC) to assign permissions based on user roles, ensuring secure and tailored access.

CE Credits: 2

Speakers

Cisco

Scott Kiewert is a Technical Marketing Engineer in the Collaboration Technology Group at Cisco. He currently focuses on all aspects of Webex security but has a special interest in identity, authentication, and authorization. He assists customers with design guidance and troubleshooting Webex security concerns. Prior to his current role, he worked in TAC supporting Cisco Unified Communications Manager and IP phones.

Technical Training Class

Employee Experience

Suite

Platform/Architecture

Technical Training Class

SEP 29 12:30 PM – 1:30 PM PT

TRAINING PASS REQUIRED

Enhance your contact center with Webex: A developer's introduction to APIs and automation.

Training Class: Foundation

Explore the possibilities within the Webex Contact Center developer ecosystem in this introductory session. Whether you're a developer or an admin eager to understand what developers can achieve, this session will guide you through the fundamentals of Webex Contact Center APIs. Learn about common use cases, including administration, custom analytics, tailored agent interfaces, and the new "Bring Your Own Virtual Agent" capabilities. Discover how these tools can be leveraged for effective troubleshooting and automation.

CE Credits: 1

Speakers

Cisco

Adam Weeks is a lifelong developer with a passion for learning, teaching, and building applications with over 20 years 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 global conferences. Adam is a native Floridian and any time not spent on the computer is spent on the water with his wife and two children.

Technical Training Class

Customer Experience

Contact Center

Technical Training Class

SEP 29 12:30 PM – 1:30 PM PT

TRAINING PASS REQUIRED

Implementing OAuth 2.0 authorization for Webex integrations.

Training Class: Intermediate

OAuth is a powerful way to allow users to grant permission over their accounts to third parties. Join the Webex Developer Evangelism team for a walk-through of how to create an OAuth flow so your Webex integrations users can authorize your app to run on their accounts or simply authenticate with a login for Webex.

CE Credits: 2

Speakers

Cisco

A proud Bay Area resident and California Central Valley native, I kicked off my academic journey at Laney College, earning my AS-T in Mathematics in 2017 before heading to UC Santa Cruz for a B.A. in Computer Science (Banana Slug for life!). My path led me to the fast-paced world of cybersecurity sales at Qualys, where I honed my skills in connecting people and technology. Since 2022, I've been at Cisco as a Webex Developer Evangelist/Developer Relations Engineer, where I get to work with some of the brightest minds in the industry. My day-to-day? Collaborating with third-party developer partners to build innovative apps for the Webex App Hub—and turning those experiences into hands-on educational content. Whether it's presenting at Cisco Live, hosting webinars, or sharing insights on the Webex Developer Portal, my mission is to empower developers to create what’s next for collaboration. When I'm not building bridges between devs and the future of work, you’ll probably find me exploring new nerd hobbies like MTG or chasing the next big tech trend.

Technical Training Class

Employee Experience

Suite

Platform/Architecture

Technical Training Class

SEP 29 12:30 PM – 1:30 PM PT

TRAINING PASS REQUIRED

Maximizing the value of the Webex Suite for healthcare and education.

Training Class: Foundation

Designed for healthcare and education customers, this session will help you learn how to strategically leverage the Webex Suite in your organization. Moving beyond niche requirements, we'll demonstrate practical applications of Webex Messaging, Calling, Meetings, and Cisco Devices, providing a clear understanding of how to meet the needs of diverse personas and unlock the full value of the Webex Suite.

CE Credits: 1

Speakers

Cisco

Justin Jordan has been at Cisco for almost 15 years in many different roles. Currently he is a Senior Product Manager inside the Business Unit covering Cisco's Webex Suite applications. Justin enjoys spending time with our partners and customers and you have probably had a chance to see him present on many different webinars, Webex One's, and Cisco Live's. Justin's passion is Collaboration, and he loves showing the great things that Cisco brings to the market for our customers. Justin lives in the Texas Hill Country with his wife and pug Winston. He enjoys Flying, Golf, and legacy arcading.

Technical Training Class

Customer Experience

Employee Experience

Suite

Technical Training Class

SEP 29 12:30 PM – 1:30 PM PT

TRAINING PASS REQUIRED

Cisco devices and RoomOS interoperability: Part 1

Training Class: Intermediate

Unlock the full potential of Cisco devices and RoomOS with this in-depth session on interoperability. In Part 1, we’ll cover key capabilities and integrations that enable seamless collaboration across platforms:

RoomOS foundation and one-button-to-push (OBTP): Simplify meeting join experiences.
Webex Meetings and SIP Dialing: Leverage flexible connectivity options.
Microsoft Teams Interoperability: Explore VIMT (Video Integration for Microsoft Teams) and WebRTC capabilities.
Zoom CRC/SIP-Video-Interop-for-Meetings support: Enable Zoom Cloud Room Connector and Virtual Background Integration.
Google Meet: Connect easily with Google’s meeting platform.
USB Passthrough: Utilize Cisco devices as high-quality peripherals.

Join us to learn how Cisco devices and RoomOS can bridge the gap between platforms, ensuring smooth and productive meetings, no matter the ecosystem.

CE Credits: 2

Speakers

Cisco

Davide Preti is a Technical Marketing Engineering (TME) Technical Leader in Cisco's Collaboration Technology Group Solutions team, specializing in Unified Communications. Based in Italy, Davide joined Cisco in 2010 through the TANDBERG acquisition. With deep expertise in interoperability across Microsoft, Google, and Zoom ecosystems, he focuses on seamless video device integration and optimized meeting experiences.

Technical Training Class

Employee Experience

Devices

Technical Training Lab

SEP 29 1:00 PM – 5:00 PM PT

TRAINING PASS REQUIRED

Best practices for creating smart spaces by integrating Control Hub and Cisco Spaces.

Training Lab: Intermediate

This lab with allow you to gain hands on experience and follow the best practices for integrating the Cisco Spaces Dashboard and Digital Maps with Control Hub and Cisco devices, including the new desk booking capabilities integrated with the new control hub hotdesk pre-booking.

CE Credits: 4

Speakers

Cisco

anessa Sulikowski is a Distinguished Solutions Engineer and has been working in the ICT industry for over 30 years. Vanessa joined Cisco in 2000 and pursued a specialisation in Collaboration Technology and is considered a Trusted Advisor for many organisations across the Asia Pacific region. Vanessa has presented at Cisco Live internationally since 2001 and she was inducted into the Distinguished Speaker Hall of Fame Elite. She has also presented at many other industry technology events such as InfoCom, Microsoft TechEd, JuiceIT, IBM Think, Wainhouse Summit, QuestNet, and Imagine. Vanessa is an evangelist for workforce experience and hybrid workplace transformation working with customers on their transformation projects as well as presenting at Workplace and Technology focused events WorkTech, ReWork, Flexible Working, Digital Workplace Summit, Future WorkTech, CoreNet and Real Property Vanessa holds a Bachelor of Computer Science (Hons) degree from the University of Newcastle and has achieved Cisco Certified Internetworking Expert (CCIE) Voice.

Technical Training Lab

Employee Experience

Devices

Control Hub

Technical Training Lab

SEP 29 1:00 PM – 5:00 PM PT

TRAINING PASS REQUIRED

Implementing AI and cloud-based services for your Contact Center Enterprise.

Training Lab: Intermediate

This session focuses on the benefits of the new contact center AI and cloud services within Cisco Contact Center Enterprise (UCCE/PCCE/WxCCE) for large enterprises looking to take advantage of cloud contact center services either in part or in full. We intend to show you how to implement several of these cloud-based services either hands-on or step-through to include setup, base functionality, and basic troubleshooting. This session is ideal for IT professionals or decision-makers involved in managing and planning to accelerate their business value with new contact center enterprise AI and cloud service offerings.

CE Credits: 4

Speakers

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 16 years focused on Cisco solutions and was recently recognized as a Cisco Distinguished Speaker. 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, digital channels, and other cloud solutions. 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 W. Rogier has been working on Cisco Contact Center for more than 20 years as an administrator, designer, TAC engineer, and now as a Technical Leader. He has worked with all flavors from contact center from Contact Center Express, Contact Center Enterprise, and Webex Contact Center. He specializes in Cisco's Digital Routing products, Enterprise Chat and Email and Webex Connect as well as Cisco Provisioning product, Contact Center Management Portal. After working in Contact Center TAC as an engineer, Robert now works with global CX teams helping to train new engineers, reviewing issues, and helping work with the engineering team to improve product quality and serviceability. In his time outside of work, Robert enjoys spending time with his spouse, is an avid fan of Formula 1.

Technical Training Lab

Customer Experience

AI

Contact Center

Technical Training Lab

SEP 29 1:00 PM – 5:00 PM PT

TRAINING PASS REQUIRED

Hands-on AI in action with Webex Contact Center: Enhancing self-service, agent assistance & customer insights.

Training Lab: Intermediate

In this hands-on lab, learn how Webex Contact Center, combined with AI-driven capabilities, empowers IT administrators, CX architects, and business leaders to transform customer journeys and drive better business outcomes.

We'll start by exploring how to identify real-world experience challenges using Webex tools like Topic Analytics and customer interaction insights. From there, you’ll discover how to:

Proactively engage customers through intelligent outreach and dynamic self-service using Webex AI Agents.
Build powerful self-service flows that adapt in real-time to customer needs, improving efficiency and reducing costs.
Orchestrate seamless transitions from AI to human agents — keeping context intact for faster, more meaningful resolutions.
Empower human agents with AI-suggested responses, live summarization, and predictive sentiment to drive productivity and enhance every interaction.
Protect agent wellness by identifying early signs of burnout and optimizing workloads to maintain a healthy, sustainable workforce.
By the end of this session, you’ll gain practical skills to unlock the full potential of Webex Contact Center AI — delivering faster, more personalized customer interactions while improving both agent satisfaction and business performance.

CE Credits: 4

Speakers

Cisco

Abhiram leads the AI GTM function for the Customer Experience Business at Cisco. He is based out of Melbourne, Australia. Using AI in the CX space is his favourite domain. In his role, he works with early customers on thier CX transformation by leveraging AI and also helps define the strategy to make the broader Cisco customer and partner community be successful with Cisco's AI portfolio for their CX requirements. He has previously worked at Google and Uniphore in the same space.

Cisco

Krishna Tyagi is a Technical Leader and AI Practitioner at Cisco in a global role, specializing in Customer Experience and AI Solution consulting, with a focus on our Cloud Webex Contact Center and AI solutions. With 20 years of expertise in SaaS and On-Prem Contact Center solutions, he is at the forefront of AI adoption, product innovation, and cloud transformation, empowering businesses to navigate the evolving CCaaS landscape and maximize the value of their CX investments. Krishna collaborates with various customer stakeholders and leadership, channel partners, and system integrators, providing strategic advisory and business consulting to drive AI-powered customer engagement. As a distinguished Cisco Live speaker he regularly shares his insights on AI, CX, and the future of customer interactions at global industry events. A GenAI enthusiast and innovation leader, Krishna is Cisco Certified Customer Success Manager and Business Analyst and holds a Cisco Generative AI Blue Belt certification. He holds a Bachelor's Degree in Electronics and Telecommunications Engineering and a certificate in Executive Leadership from Cornell University.

Cisco

Mykola is a Collaboration Engineer with 10 years of industry proficiency, currently working as a TAC Support Engineer for Webex Contact Center. His role involves ensuring top-tier customer experiences, resolving complex issues, and actively engaging in escalation processes. He is one of the contributors to annual Cisco Live, Partner Summits and Troubleshooting Summits, providing valuable education to customer and partners on how to troubleshoot issues within the Webex Contact Center.

Technical Training Lab

Customer Experience

AI

Contact Center

Technical Training Lab

SEP 29 1:00 PM – 5:00 PM PT

TRAINING PASS REQUIRED

Enhance customer experience with Webex Calling and Webex Calling Customer Assist.

Training Lab: Intermediate

Webex Calling and Webex Calling Customer Assist include a simple and powerful set of features which are bundled together to deliver queuing functionalities to enhance customer relationships. In this lab, you’ll configure queues and more to help agents engage with customers efficiently, running through a real-world use case. You’ll see the new agent and supervisor UI, supervisor analytics, and embedded advanced AI capabilities. You’ll also view and download historical analytics and monitor live queue stats for real-time visibility. This lab also introduces the AI Receptionist tool that can automate routine call handling tasks, such as answering common inquiries and intelligently directing calls to enhance customer interactions.

CE Credits: 4

Speakers

Cisco

As a Cisco Solutions Engineer, Andrew brings seven years of in-depth experience in advancing collaboration technologies. His extensive background at Cisco includes providing specialized support across critical verticals such as finance, healthcare, and professional services. Before his current role, Andrew gained valuable hands-on experience by managing the deployment and ongoing operations of collaboration solutions for large enterprises.

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 is a Collab Solutions Engineer / Technical Solutions Architect 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 (Technical Consulting Engineer) for the Technical Services (CX) Organization, based out of Research Triangle Park (RTP) North Carolina office. Rajamani holds a Bachelor of Science in Electronics and Communications Engineering from the Anna University, Chennai, India. Rajamani has worked across Cisco Unified Communications Manager, UC Applications TAC team(s). Rajamani transferred to the Cisco Research Triangle Park (RTP) North Carolina in 2015 from Cisco Systems India. Since 2010, Rajamani has become an expert in Webex Calling, Webex app, Webex Dedicated Instance, Cisco Jabber, Cisco Jabber VDI / VXME, Cisco IM and Presence Server, IP Communicator, and CUCI-Lync, Cisco Unified Attendant Console. Rajamani has presented multiple times in previous Cisco Live events.

Cisco

Amy Ryan is a Principal Solutions Engineer with over 25 years of experience in collaboration technologies. Amy has worked at Cisco partners and the last 15 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. Amy attended Eastern Kentucky University and lives in Kentucky with her sons.

Technical Training Lab

Customer Experience

AI

Calling

Technical Training Lab

SEP 29 1:00 PM – 5:00 PM PT

TRAINING PASS REQUIRED

Implementing Calling Interoperability with Microsoft Teams

Training Lab: Intermediate

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

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

Scenario 2: Cisco Call Integration for Microsoft Teams - for Webex Calling

Scenario 3: Cisco Call Integration with Microsoft Teams - for Cisco UCM Calling

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

CE Credits: 4

Speakers

Cisco

Sara is a Solutions Engineer focused on Collaboration interoperability and competition. She is part of the Global Collaboration Center of Excellence in Cisco, providing pre-sales support to the field, partners and customers worldwide. In the last years, she has been heavily involved in the Cisco Call for Microsoft Teams integration, and she is also an expert in video interoperability between Cisco devices and Microsoft Teams, Zoom and Google. She has participated in multiple Cisco Live and WebexOne events as a speaker and lab instructor, earning the Distinguished Instructor award this year. Sara joined Cisco 12 years ago after completing her BSc and MSc in Telecommunications Engineering in Madrid. In her free time, she enjoys dancing, travelling and tasting wine.

Cisco

Shane Long is a Technical Marketing Engineer (TME) within the Cisco Collaboration Technology Group, focusing on all things Webex app. This includes deployment, best practices, integrations and AI. Prior to working on Webex, Shane mainly focused on Cisco Jabber. Shane began working at Cisco as part of collaboration engineering in 2007, and became a TME in 2012.

Cisco

I have been working with Global Demo Engineering team over 10 years. Specialize in Collaborations demos both On-Prem and Webex.

Technical Training Lab

Employee Experience

Calling

Technical Training Class

SEP 29 2:00 PM – 3:30 PM PT

TRAINING PASS REQUIRED

From data to decisions: Empowered admin workflows with Control Hub and AI.

Training Class: Intermediate

In today’s fast-paced business environment, administrators are no longer just system custodians—they are key enablers of strategic decision-making. Admins are uniquely positioned to transform raw data into business insights but face a critical challenge: delivering the right data to the right stakeholders—quickly, securely, and without adding complexity.

In this session, discover how to elevate your role as an administrator from system manager to strategic enabler. Learn to harness the power of Control Hub and AI to streamline workflows, enhance data visibility, and enable smarter decision-making. This session will equip you with the tools to deliver actionable insights to stakeholders—quickly, securely, and with minimal operational overhead. Join us to unlock new efficiencies and drive impactful outcomes in your organization.

CE Credits: 2

Technical Training Class

Employee Experience

AI

Control Hub

Technical Training Class

SEP 29 2:00 PM – 3:30 PM PT

TRAINING PASS REQUIRED

Simplifying AV integration: From cinematic meetings to custom scenarios.

Training Class: Intermediate

In this session, we'll showcase how you can deploy Cisco room devices to deliver next-generation cinematic meeting experiences while simplifying AV integration. \n\nWe'll also showcase how combining our latest collaboration device offerings along with IP-based room peripherals, macros, and audio configurations can remove the guesswork from custom installations and enhance the experience for remote participants during meetings, training sessions, and events.

CE Credits: 2

Speakers

Cisco

Agustin Vargas is the Product Manager for Bars and Kits in Cisco Collaboration, where he brings deep expertise in driving end-to-end product development. With a strong track record leading flagship products like the Cisco EQX, EQ, and Board Pro, Agustin thrives at the intersection of technology, design, user research, and supply chain—transforming complex, multidisciplinary challenges into seamless customer experiences.

Guided by a relentless curiosity, Agustin is passionate about uncovering the behaviors and unmet needs that inspire impactful innovation. His approach blends strategic insight with hands-on execution, always focused on how technology can elegantly solve real-world problems.

Cisco

I've been with Cisco 4 years in November, with 4+ years of experience running Cisco Video Collaboration devices in higher education. My focus is on Integrator level codecs, such as the Codec EQ and Codec Pro as well as room design and customization via our extensive API. I love what I do and excited to share it with you!

Technical Training Class

Employee Experience

Devices

Technical Training Class

SEP 29 2:00 PM – 3:30 PM PT

TRAINING PASS REQUIRED

Webex Calling Customer Assist: Exploring the solution and the latest AI-powered features.

Training Class: Intermediate

We recently introduced Webex Calling Customer Assist, the next evolution of Webex Customer Experience Essentials, which enables efficient customer interactions on the frontline and empowers any employee to assist customers.

In this session, you’ll learn the core capabilities of Webex Calling Customer Assist, explore the latest features, like text queues, Cisco AI Assistant, call sentiment for supervisors, topic analytics, and wrap-up reasons, and examine how analytics can help improve queue and agent performance. We’ll also examine Operation Modes and how they can improve the management of queues.

CE Credits: 2

Speakers

Cisco

Steven Fly is a Technical Marketing Engineer (TME) within Cisco’s Collaboration Technology Group focusing on Webex migrations, Webex Calling and Customer Assist. This includes transitioning from Jabber to the Webex App and/or from Unified CM to Webex Calling. He works closely with the product and engineering teams on the migration process and tools, Webex Calling features and the Customer Assist solution. 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 over 50 global enterprises and large Service Providers as a trusted advisor for variety of technologies including networking and collaboration. He helped his customers develop and deploy a technology strategy, solution architectures and solution designs for a variety of technologies including complex networking, Unified Communications, TelePresence and Webex.

Technical Training Class

Employee Experience

Calling

Technical Training Class

SEP 29 2:00 PM – 3:30 PM PT

TRAINING PASS REQUIRED

Revolutionizing customer experience with Webex AI Agent.

Training Class: Intermediate

In today's AI-driven landscape, enterprises are racing to harness transformative efficiencies. But what does AI mean for you, and why should it matter? This session explores Cisco's latest innovation in conversational AI: the Webex AI Agent. You'll gain insights into autonomous agent capabilities, comparing knowledge base-driven interactions with task-oriented slot fulfillment, and receive guidance on when to use autonomous agents versus scripted ones to maximize value.

This session will enable you to:

Understand the capabilities and future-proofing potential of AI.
Learn how the Webex AI Agent integrates with Webex Contact Center and Webex Connect to act as a force multiplier in your CX strategies.
Explore real-world customer stories and use cases demonstrating the benefits of early adoption of Webex AI Agent.

This session is ideal for professionals looking to enhance their understanding of conversational AI and its strategic applications in customer experience. No prior experience with Webex Contact Center or Webex Connect is necessary, though familiarity with either voice or digital communication flows may enhance your understanding. Join us to discover how Webex AI Agent can help your enterprise stay ahead in the age of AI and deliver exceptional CX.

CE Credits: 2

Speakers

Cisco

Stefan Zeidenberg helps lead CX strategy and innovation within Cisco’s Customer Experience Outcomes team, helping enterprise organizations modernize how they connect with customers through AI, automation, and digital channels. With over a decade of experience in conversational automation and conversational AI, Stefan is focused on driving intelligent front-door strategies that reduce friction, improve outcomes, and unlock new value across the customer journey. He works cross-functionally with customers, product, sales, and engineering to bring Cisco’s AI-powered solutions to life in the enterprise.

Technical Training Class

Customer Experience

AI

Contact Center

CPaaS

Technical Training Class

SEP 29 4:00 PM – 5:30 PM PT

TRAINING PASS REQUIRED

Addressing a complex threat landscape with Cisco cross-architecture solutions.

Training Class: Intermediate

In a world of growing threats and hybrid work, security and collaboration must be proactive, intelligent, and unified. This session explores how Cisco brings together XDR, AI Defense, Hypershield, Splunk, and Webex.\n\nLearn how Cisco XDR and AI Defense protect users, apps, and data across collaboration environments. See how Splunk enhances visibility and enables automated responses streamlining operations and strengthening your organization’s security posture.\n\nJoin us to see how Cisco cross-archicture solutions simplify access, enhance observability, and defend collaboration at scale.

CE Credits: 2

Speakers

Cisco

Scott Kiewert is a Technical Marketing Engineer in the Collaboration Technology Group at Cisco. He currently focuses on all aspects of Webex security but has a special interest in identity, authentication, and authorization. He assists customers with design guidance and troubleshooting Webex security concerns. Prior to his current role, he worked in TAC supporting Cisco Unified Communications Manager and IP phones.

Cisco

Omer is a CCIE qualified Technical Marketing Engineer within Cisco’s CTG group. He brings over a decade of experience in designing, developing, and delivering complex, large-scale global projects across Collaboration Solutions (Cloud/On-Prem/Hybrid). His current focus is on leveraging the transformative power of AI to revolutionize collaboration and connectivity. He has hands-on experience with LangChain, LangSmith, MCP, fine-tuning foundation models, and is actively integrating AI-driven workflows into Collaboration platforms. Omer is also deeply involved in Cross-Architecture initiatives, particularly around integrating Collaboration with Splunk, Cisco XDR, ThousandEyes, Cisco Spaces, SD-WAN, and Meraki. He holds both a Bachelor's and a Master's degree in Software Engineering.

Technical Training Class

Employee Experience

Platform/Architecture

Technical Training Class

SEP 29 4:00 PM – 5:30 PM PT

TRAINING PASS REQUIRED

Troubleshooting Webex authentication and provisioning.

Training Class: Expert

Webex administration continues to evolve and so do the challenges that come with it. Whether you're planning a deployment, expanding your current footprint, or simply looking to avoid the next call to TAC, this session is designed to equip you with the practical troubleshooting skills every Webex admin needs.

In this technical-focused session, we’ll explore the most frequent issues that lead customers to open support cases and walk you through how to resolve them before they impact your users. You'll gain insights into:

Directory integration troubleshooting – including Directory Connector and Entra ID Sync, key log files, sync behaviors, and how to interpret failure points.
Group sync and migration issues – understand how to identify and fix common misconfigurations that block successful user provisioning.
Single sign-on (SSO) challenges – from SAML assertion decoding and certificate renewals to resolving login failures and navigating the SSO auth flow.

CE Credits: 3

Speakers

Cisco

Paul is a Principal Engineer at Cisco working within the Customer Experience 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 better serviceability and self-service capabilities to customers, partners, or anyone using the products. He is also a Cisco Live Hall of Fame Distinguished Speaker.

Technical Training Class

Employee Experience

Suite

Platform/Architecture

Technical Training Class

SEP 29 4:00 PM – 5:30 PM PT

TRAINING PASS REQUIRED

Troubleshooting Webex Meetings: Logging, metrics, and ThousandEyes analytics.

Training Class: Expert

Webex Meetings are an integral part of how your employees collaborate, but how can you ensure your users are having the optimal experience no matter where they're working and quickly diagnose and troubleshoot issues when they arise? In this session, we’ll provide a deep dive into Webex Meetings troubleshooting so you can quickly resolve issues from anywhere. You’ll learn how to utilize:

The latest troubleshooting enhancements for Webex Meetings
Logging in Webex for Webex Meetings
Metric analysis in Control Hub for Webex Meetings
ThousandEyes metrics and analytics to triage issues

CE Credits: 3

Speakers

Cisco

Eric Embling is a Technical Leader for Webex Meetings based out of the RTP area of North Carolina. Eric holds a Bachelor of Science in Networking from Rochester Institute of Technology, and started his 12-year Cisco career working in on-prem collaboration with the Cisco Unified Communications Manager team. Currently he has been assisting Engineering with the WSMP migration process. Eric is also involved in the co-op program bringing the next generation of talent to Cisco. As a graduate of the Cisco co-op program himself, Eric is passionate about equal access to STEM and helping co-op students thrive in their program.

Technical Training Class

Employee Experience

Suite

Platform/Architecture

Technical Training Class

SEP 29 4:00 PM – 5:30 PM PT

TRAINING PASS REQUIRED

Cisco devices and RoomOS interoperability: Part 2

Training Class: Intermediate

Take your understanding of Cisco devices and RoomOS to the next level with Part 2 of our interoperability series. This session dives deeper into advanced capabilities and the latest innovations, including:

RoomOS and Android containers: Explore how containers enhance flexibility and integration.
Microsoft Teams Rooms and Panels: Learn how Cisco devices seamlessly integrate with Microsoft Teams for a consistent meeting room experience.
Latest innovations: Zoom Meetings for Cisco Rooms. Get a sneak peek at our upcoming interoperability solution for Zoom Meetings.

CE Credits: 2

Speakers

Cisco

Charlie Thorpe is a Technical Marketing Engineer within the Cisco Workplace Technology Group, specifically part of the Collaboration Technical Marketing Engineering (TME) team. His areas of expertise include Microsoft Teams Rooms, RoomOS, Desk Series, Sharing, and Webex Edge for Devices. Prior to this role, he held the position of Technical Solutions Architect within the EMEA Webex SE team, where he was responsible for Webex SaaS solutions such as Webex Messaging, Webex Meetings, Webex Calling, and Webex Hybrid Service and has been with Cisco since 2010. Prior to joining Cisco, he spent four years at Nortel as a Systems Engineer within the Enterprise Sales organisation, specialising in IP telephony, contact centres, and data networking. Before his tenure at Nortel, he had a 15-year career at BT.

Cisco

Davide Preti is a Technical Marketing Engineering (TME) Technical Leader in Cisco's Collaboration Technology Group Solutions team, specializing in Unified Communications. Based in Italy, Davide joined Cisco in 2010 through the TANDBERG acquisition. With deep expertise in interoperability across Microsoft, Google, and Zoom ecosystems, he focuses on seamless video device integration and optimized meeting experiences.

Technical Training Class

Employee Experience

Devices

Partner

SEP 30 7:30 AM – 8:30 AM PT

Breakfast Birds of a Feather (BoF): Employee Experience

Partner: Technical Training Class

Engage with Cisco Product Managers and Technical Marketing Engineers from the Devices and Collaboration teams in this open forum focused on Employee Experience. Share your insights, explore roadmap direction, and discuss how our integrated solutions are enhancing productivity, hybrid work, and seamless collaboration. Your feedback helps shape the future of our platform.

Speakers

Cisco

Dr. Alexa Trifilo is a Director of Engineering at Cisco, leading global partner sales engineering for the Collaboration business. She drives technical strategy, channel readiness, and partner innovation across Webex, CPaaS, AI, and collaboration devices. Known for blending deep technical knowledge with a focus on customer success, she builds high-performing, inclusive teams and advocates for equitable hiring practices backed by her doctoral research on bias reduction in hiring. Alexa was named to CRN’s Women of the Channel in 2023 for her leadership and impact in the tech channel.

Cisco

Thomas Padjen is a strategic leader driving global partner success within Cisco’s Employee Experience organization. With six years at Cisco—including through the CloudCherry acquisition—he brings deep expertise in collaboration technology and go-to-market strategy. Thomas previously led the global partner strategy for Cisco Collaboration Devices, scaling growth and adoption across key markets. In his current role, he leads global enablement, program development, and profitability initiatives that empower partners to deliver transformative employee experiences.

Partner

Suite

Devices

Technical Training Class

SEP 30 11:00 AM – 12:30 PM PT

TRAINING PASS REQUIRED

AI by design: From responsible AI to real-world innovation.

Training Class: Intermediate

In this session, we will begin with Cisco’s Responsible AI framework, highlighting the principles behind building ethical and trustworthy AI solutions. The focus then shifts to practical tools, covering techniques like Tokenization, Embeddings , large language models (LLMs), Agents, LangChain, and other key components for building intelligent applications that integrate into workflows, including Webex. With technical insights, architecture examples, and a live demo, this session equips you to understand, design, and deploy responsible AI in your own solutions.

CE Credits: 2

Speakers

Cisco

Omer is a CCIE qualified Technical Marketing Engineer within Cisco’s CTG group. He brings over a decade of experience in designing, developing, and delivering complex, large-scale global projects across Collaboration Solutions (Cloud/On-Prem/Hybrid). His current focus is on leveraging the transformative power of AI to revolutionize collaboration and connectivity. He has hands-on experience with LangChain, LangSmith, MCP, fine-tuning foundation models, and is actively integrating AI-driven workflows into Collaboration platforms. Omer is also deeply involved in Cross-Architecture initiatives, particularly around integrating Collaboration with Splunk, Cisco XDR, ThousandEyes, Cisco Spaces, SD-WAN, and Meraki. He holds both a Bachelor's and a Master's degree in Software Engineering.

Technical Training Class

AI

Platform/Architecture

Partner

SEP 30 11:00 AM – 12:00 PM PT

Unlocking value in the Webex Suite: Drive customer adoption and boost partner revenue.

Partner: Technical Training Class

Many customers are sitting on powerful, underused features in their existing Webex Suite. This session will equip partners with the knowledge to help customers activate and adopt core capabilities, such as Vidcast, Slido, Control Hub, and Webex AI. Learn how to position these features to simplify workflows, drive user adoption, engage in new ways, and demonstrate immediate ROI. By guiding customers to unlock more value—without additional spend—partners can deepen relationships, increase stickiness, and uncover new service and upsell opportunities.

Speakers

Cisco

David Beisly is a 15 year veteran of Cisco, having spent time in virtual engineering, generalist SE, upto 2020 where he joined the EMEA collaboration team. For the last 5 years he has been working on EMEA Collaboration Channel technical engagements, before recently moving into an SE Leadership role. He has a passion for collaboration technology & leadership. In his spare time he enjoys coaching basketball, spending time with his family & running.

Partner

AI

Suite

Partner

SEP 30 11:00 AM – 11:40 AM PT

Conquer the greenfield: Capturing new logos with Webex.

Partner: Practice Sessions

Unleash the power of aligned sales and marketing strategies to win new logos and drive net-new growth. In this session, we’ll explore bold, effective tactics to build pipeline from scratch, penetrate untapped markets, and convert prospects into first-time customers. Walk away with actionable strategies to accelerate customer acquisition and stand out in today’s competitive landscape.

Speakers

Cisco

Doug has been selling Cisco Collaboration for his entire career and grateful to spend the last 11 years within US Commercial at Cisco. He currently leads a team of Collaboration sellers with a high performance sales culture by constantly looking for new ways to level up and find a new competitive edge. Doug started his career in the partner organization and knows better than anyone how critical our trusted relationships are as we go to battle with our competitors. Doug has been married to his wife Carolyn for 13 years, has a 8 year old daughter (Sammy) and a 6 year old son (Ryan). They live in Rutherford, NJ (just 6 miles from NYC) and swears that the Jersey Shore is nothing like what you see on MTV.

Cisco

I am a seasoned and committed leader with over 20+ years of experience in the technology industry with nearly 18 years at Cisco. I am currently serving as the Sr. Director of Global Sales with the privilege of leading US Commercial Collaboration Sales & Go To Market teams as part of the Global Collaboration Sales Organization (GCSO). I take pride in being a visionary leader with a proven track record of successfully leading organizations through periods of rapid change and growth. I have developed a deep understanding of the technology landscape and have a passion for innovation and creativity, which we can leverage together to drive business results and professional development. I believe in building impactful partnerships that lead to significant growth and expansion, with a strong focus on developing people as well as the businesses. I am committed and passionate about fostering a culture of inclusion, collaboration, creativity, and continuous improvement above all else.

Partner

Suite

Technical Training Class

SEP 30 11:00 AM – 12:30 PM PT

TRAINING PASS REQUIRED

Troubleshooting Cisco devices: Webex, Microsoft Teams Rooms, and WebRTC.

Training Class: Expert

Today, the majority of teams use two or more collaboration solutions, making reliable integration an increasing priority. In this session, participants will learn how to troubleshoot Cisco RoomOS devices in both Webex and Microsoft Teams Rooms (MTR) deployments including WebRTC integrations like Google Meet, Microsoft Teams, and Zoom. This includes common problems we see from our customers such as activation, configuration, scheduling, meeting connection failures, and call quality. You will leave this session with expertise on how to implement best practices and solve unexpected problems using device logs and diagnostic tools in order to make managing multiple meetings solutions seamless for both your IT team and end users.

CE Credits: 3

Speakers

Cisco

Tim Kratzke has been working on Cisco Telepresence products for over 13 years, ranging from Immersive video systems, video infrastructure such as Cisco Meeting Server (CMS) and Expressway, and for the past 7 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.

Technical Training Class

Employee Experience

Devices

Control Hub

Technical Training Class

SEP 30 11:00 AM – 12:30 PM PT

TRAINING PASS REQUIRED

Deploying CUBE as a local gateway and site survivability for Webex Calling.

Training Class: Intermediate

CUBE Enterprise has been Cisco's flagship on-premises session border controller (SBC) on the routing platform for over two decades. This session will begin with a recap on CUBE and configuration best practices for first-time session attendees. This will be followed by new features introduced as part of various v14.x releases. Additionally, it will cover high-capacity premises-based PSTN option for Webex Calling, along with site survivability support for Webex Calling. Lastly, we will discuss config changes required on the Local Gateway (LGW) to support co-location with the Survivability Gateway (SGW).

CE Credits: 2

Speakers

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. Before 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.

Technical Training Class

Employee Experience

Calling

Technical Training Lab

SEP 30 11:00 AM – 1:00 PM PT

TRAINING PASS REQUIRED

Building Webex Contact Center connectors: From planning and configuration to avoiding pitfalls.

Training Lab: Intermediate

Webex Contact Center connectors are crucial for extending contact center functionality and optimizing business operations by integrating with platforms such as Salesforce (CRM), ServiceNow (SNOW), and Dynamics 365. In this session, you’ll learn about the architectural considerations for implementing connectors and best practices for configuration, along with how to avoid common pitfalls to ensure a successful integration by understanding the caveats and troubleshooting techniques.

CE Credits: 3

Speakers

Cisco

Anuj Bhatia possesses a profound familiarity with the Cisco Webex Collaboration ecosystem. Over 19 years, his career has been dedicated to Cisco Contact Center solutions, where he has cultivated extensive expertise in Contact Center enterprise (UCCE) on-prem and Webex Contact Center (WxCC) Cloud platforms. Presently, Anuj spearheads the support operations for both the WxCC and WxCCE solutions. He holds a Master's degree from Wichita State University and is a certified Cisco professional. Beyond his professional endeavors, Anuj finds enjoyment in hiking, actively engages with the stock market and is an avid Formula 1 fan. He is currently based in Massachusetts and operates from Cisco's Boxborough office.

Cisco

I work within the TAC org currently as a team lead for the Americas

Cisco

D.K., CCIE Voice/Collaboration #16545, is a member of the Cisco CX Leadership team for Cisco Collaboration Technology. DK is a networker with more than 30 years of industry experience. He is a 25+-year TAC veteran recognized for being a Business Unit advisor, who has successfully led multiple product serviceability, solution interoperability and customer education initiatives as a part of CX Collaboration Team focused on hybrid and cloud collab technology. He has been instrumental in establishing multiple voice TAC teams in our global CX and Partner centers and contributed to talent and mentorship efforts. An active CCIE Voice/Collaboration authority for 15+ years, D.K. is a Cisco Live! Distinguished Speaker and also recognized as a Cisco SIP, SBC and Contact Ctr technology expert, guiding and assisting our most complex telecom customers with their technical and business challenges. His past experience include software development and realtime embedded systems programming for telecom applications. He is a Computer Science and Technology graduate and enjoys reading, movies and traveling.

Technical Training Lab

Customer Experience

Contact Center

Technical Training Lab

SEP 30 11:00 AM – 1:00 PM PT

TRAINING PASS REQUIRED

Supercharge your Webex Webinars integrations with REST APIs.

Training Lab: Expert

Looking to customize your Webex Webinars workflows? Join us for a hands-on session designed specifically for developers who want to get the most out of the Webex REST API—whether you're just getting started or looking to enhance your existing integrations.

What you'll learn:

How to get started with the Webex REST API, with a spotlight on Webinar features.
Scheduling, editing, and deleting Webinar sessions via API.
Troubleshooting common issues, reading error responses, and handling rate limits.
Best practices for integrating with Webex efficiently.
Real-world examples and code snippets to accelerate your development.

While some familiarity with JavaScript can be helpful, it's not required to participate.

CE Credits: 4

Speakers

Cisco

Adrian is a Technical Consulting Engineer and Team Leader of the TAC SSPT Webex support team at Cisco, where he has been supporting customers since 2017. He specializes in Webex devices, Webex Meetings, and Webinars, with a strong background in both on-premises and cloud collaboration solutions. Adrian holds a CCIE Collaboration certification and is passionate about using Webex REST APIs to automate workflows and enhance customer integrations. He works closely with customers and partners to troubleshoot complex issues, deliver innovative solutions, and drive improvements in Webex serviceability. Adrian is also a Cisco Live EMEA (Amsterdam) speaker, sharing his expertise and best practices with the wider Cisco community. His leadership and technical knowledge help ensure seamless collaboration experiences for Cisco users worldwide.

Cisco

With over nine years of experience in the collaboration technology space, I bring deep technical expertise and a passion for helping customers succeed. I began my career as a TAC engineer, spending five years supporting on-premises collaboration solutions such as Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), IM&P, Jabber, and CUBE. I then transitioned to the Cloud Collaboration team, where for the past four years I have focused on Webex and Cisco Endpoints. I earned my CCIE Collaboration certification in 2019. In addition to my technical roles, I have played an active part in knowledge sharing, providing numerous internal training sessions and delivering technical presentations for partners during TAC workshops. My goal is to empower partners and customers to maximize the potential of their collaboration technologies.

Technical Training Lab

Employee Experience

Suite

Breakout

SEP 30 11:15 AM – 12:00 PM PT

CX + AI: Evolving beyond the status quo.

How Webex Customer Experience solutions can transform your business.

Artificial intelligence is no longer a futuristic concept – it’s the driving force behind transformative change in customer experience (CX). This session explores how AI empowers organizations to break free from the traditional paradigm of customer service and deliver the kind of total experience customers seek. Discover how Webex Customer Experience solutions empower companies to orchestrate anticipatory service alongside hyper-personalized, efficient, and emotionally attuned interactions across every touchpoint. By embracing AI that is meaningful to customers, productive for employees, and agile for operations, organizations can rise—and surpass—the expectations of today’s experience-driven marketplace. Now that’s evolving beyond the status quo!

Speakers

Cisco

Chang is a Senior Director of Product Management in the Webex Customer Experience Solutions business. With over 14 years of product leadership experience, Chang has held key roles at Intuit and Mighty Audio (early-stage startup) as well as a management consultant at PwC. Chang holds an MBA from UCLA Anderson.

Cisco

Manoj heads the product team focussed on AI for CX, particularly Webex AI Agent. 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.

Metric Sherpa

Nate Brown loves two things very much...customer experience and community. Fortunately, these concepts go hand-in-hand! As a community builder, Nate co-founded CX Accelerator in 2018. Quickly growing to well over four thousand members, this vibrant collection of CX leaders is helping one another to maximize their career and accomplish remarkable things in service to others. Nate also heads up Education and Enablement for Metric Sherpa, a research firm helping organizations to transform customer interactions. When not "CX'ing, Brown is a competitive disc golfer, certified pickleball instructor, husband, and a 2X girl dad.

Breakout

Customer Experience

AI

Contact Center

CPaaS

Breakout

SEP 30 11:15 AM – 12:00 PM PT

Future-proofing workplaces: Vision, roadmap & real-world transformation.

Discover how AI-powered solutions enhance workplaces and employee experiences.

Learn how the Webex Suite and Cisco collaboration devices come together to deliver smarter, AI-driven collaboration. In this session, we’ll highlight how to improve workplace efficiency and employee engagement by integrating Webex’s advanced AI capabilities with Cisco’s intuitive collaboration devices. We'll also showcase a real-world customer story, highlighting their transformation journey, lessons learned, and key business outcomes. Discover practical examples of how AI simplifies meetings, removes common barriers, and enhances everyday workflows. See how these tools create a seamless experience for employees, whether working in the office or remotely, and why this integration is a game-changer for today’s work.

Speakers

Cisco

Edel Joyce is an established technology executive with years of experience in driving innovation and delivering results. Her expertise spans engineering, operations, design, customer experience and strategy. Most recently, Edel led the development of the multi award-winning Webex Hologram and the launch of the industry-first Cisco Spatial Meetings in partnership with Apple. Currently, she is at the forefront of developing AI-powered experiences for Cisco devices and redefining user interactions across the portfolio. Edel is passionate about delivering products for the greater good and challenging the norm.

HD Supply

Emil DiMotta brings over three decades of strategic leadership in IT infrastructure, cloud migration, SAP, and enterprise architecture. As Vice President of Information Technology & Operations at HD Supply, he spearheads transformative initiatives in cloud-native technologies, DevOps, and digital integration, optimizing operational efficiencies and driving business growth. Emil’s expertise lies in orchestrating large-scale IT modernizations and delivering robust, scalable solutions that align with organizational objectives. With a passion for innovation and operational excellence, he continues to drive impactful change across the enterprise.

Breakout

Employee Experience

AI

Suite

Calling

Devices

Platform/Architecture

Control Hub

Partner

SEP 30 11:30 AM – 12:30 PM PT

Powering Partnerships: The Webex Wholesale Experience

Partner: Practice Sessions

Discover how Webex Wholesale is driving innovation and growth for partners worldwide. This session showcases our upcoming roadmap highlights, features a panel of industry-leading partners sharing real-world success stores and insights, and offers direct access to Webex experts to answer your questions. Ideal for partners eager to leverage Webex Wholesale for a competitive advantage.

Speakers

Cisco

Anthony Valladares is a Senior Product Manager at Cisco, overseeing the Webex Wholesale Partner Success Program. Every day he energetically works with Cisco’s Partners to ensure their commercial success with Webex. He holds a BA in Economics from Duke University and an MBA from The University of Texas at Austin.

Cisco

DP is VP / Chief Growth Officer for Cisco's multi-billion dollar Collaboration business. He is responsible for driving partner transformation and growth initiatives and works closely with partners to enable their strategic objectives. The Webex platform serves as the foundation for Cisco’s market-leading position across Calling, Meetings, Messaging, Contact Center, and Devices. DP joined Cisco through the acquisition of BroadSoft, where he was VP & GM of BroadSoft Digital, the digital arm of BroadSoft focusing on customers' digital needs and enabling their business transformation. His mission was to make BroadSoft the partner of choice for customers as they addressed the disruption in their marketplace caused by new digital entrants, cloud-native attackers and SaaS business models. Prior to BroadSoft, DP was the Founder and CEO of mPortal, which developed cloud-based mobile software solutions for telecom, cable, and media providers. Under DP's leadership, mPortal grew successfully into a profitable company with over 200 people, serving leading companies such as AT&T, Comcast, Cox, Disney, ESPN, Reliance, TELUS, Time Warner Cable, Verizon, Virgin Group and Xerox. DP led the successful acquisition of mPortal by BroadSoft in 2015 and joined the executive team at BroadSoft responsible for their digital business. DP was selected by the State of Virginia's Center for Innovative Technology as one of the Top 50 CIT GAP Entrepreneurs creating the next generation of innovative high-growth companies.

Cisco

Tony is an entrepreneurial product executive who has built highly successful teams, products and companies throughout an extensive software industry career. He is currently Sr. Director of Products at Cisco. Previously he was the Chief Executive Officer at Intellinote, a venture-backed SaaS team collaboration software company that he sold to Broadsoft where he became Vice President and General Manager for Broadsoft’s Team Collaboration business unit.

Partner

Customer Experience

AI

Calling

Contact Center

Quick Takes

SEP 30 11:45 AM – 12:05 PM PT

Driving CX excellence.

Boost team performance with AI-driven QM and analytics.

Discover how we're transforming contact center performance with the all new AI-powered Quality Management. This innovative, native solution makes it possible to automate evaluations, gain real-time insights, and identify coaching opportunities instantly. Join us to see how AI is redefining quality and elevating experiences inside and outside the contact center.

Speakers

Cisco

Manali Dongre is a product leader at Cisco, where she heads the team driving Agent, Supervisor, and Analyzer Experiences for Webex Contact Center within Cisco’s Collaboration Group. A passionate advocate for inclusive design, she also leads Accessibility and Inclusivity initiatives across the Collaboration portfolio, ensuring Cisco’s products are usable by all. Since joining Cisco in 2020, Manali has been at the forefront of delivering innovative, user-centered experiences that enhance productivity and collaboration. She lives in Mumbai, India with her husband and their cat, Izzy.

Quick Takes

Customer Experience

AI

Contact Center

Partner

SEP 30 11:50 AM – 12:30 PM PT

From renewal to revenue: Growing the base.

Partner: Practice Sessions

Drive predictable growth by mastering the renewal motion and turning every existing customer into your next expansion opportunity. In this session, you’ll learn how to protect your base, identify upsell and cross-sell triggers, and streamline the entire lifecycle using Cisco’s powerful tools and programs. From automation and trials to co-selling and technical resources, we’ll show you how to simplify the path from renewal to revenue. Walk away with practical strategies to reduce churn, increase wallet share, and grow faster with less friction.

Speakers

Cisco

Katie Bard is the Senior Director of Collaboration Recurring Revenue Acceleration at Cisco, leading a global team focused on driving growth in the company's Collaboration renewal business. Known for her ability to align cross-functional teams, streamline sales operations, and empower talent, she brings a strong blend of strategic vision and operational discipline. With a career spanning several leadership roles across the tech sector, Katie is committed to business transformation, operational excellence, and mentoring future leaders. She is based in Idaho, where she enjoys life with her family and time outdoors.

Partner

Suite

Calling

Devices

Contact Center

Quick Takes

SEP 30 12:15 PM – 12:35 PM PT

Going from AI to impact.

Practical steps for successfully deploying AI for CX.

As AI rapidly reshapes the contact center, many organizations are asking: how do we ensure successful deployment and real ROI? This session explores what it means to be truly AI ready—from aligning technology with CX goals to ensuring data quality and integration. Learn how to move beyond experimentation to scalable, high-impact AI strategies that drive efficiency, elevate agent performance, and enhance the customer experience.

Speakers

Cisco

Abhiram leads the AI GTM function for the Customer Experience Business at Cisco. He is based out of Melbourne, Australia. Using AI in the CX space is his favourite domain. In his role, he works with early customers on thier CX transformation by leveraging AI and also helps define the strategy to make the broader Cisco customer and partner community be successful with Cisco's AI portfolio for their CX requirements. He has previously worked at Google and Uniphore in the same space.

Quick Takes

Customer Experience

AI

Contact Center

Partner

SEP 30 12:40 PM – 1:20 PM PT

Not your grandma’s contact center: Selling in the age of AI.

Partner: Practice Sessions

The playbook for selling contact centers has changed—AI is rewriting the rules and Cisco is leading the way. In this session, discover how to turn real-world customer use cases into high-impact opportunities that drive customer experience innovation and fuel pipeline growth. Learn how to position AI, not just as a feature but as a business-critical transformation engine that expands relationships, delivers measurable value, and gives you a distinct competitive edge in the fastest-growing TAM in the market.

Speakers

Cisco

Darren Verette is the Sales leader for Cisco's Global CX Center of Excellence - a team focused on impactful customer outcomes, compelling CX use-cases, and value-focused seller enablement. Darren's CX career spans three decades, partnering with some of the most recognizable thought-leaders in the CX industry.

Cisco

Mark Leone is a member of Cisco's Global Collaboration Partner Sales team focused of the Channel Strategy & Go to Market for Customer Experience Solutions.

Cisco

Andrew Cammer is a global leader in Customer Experience (CX) Solutions and Agentic AI at Cisco, bringing over 25 years of industry expertise. He is dedicated to enabling large organizations to embrace innovative technologies and seamlessly integrate them into their customer transformation journeys. With a strong emphasis on delivering tangible business results, Andrew is committed to redefining how companies connect with their customers and empower their employees in the age of Agentic AI, with a strong belief that AI will make the customer experience more human.

Partner

Customer Experience

AI

Contact Center

Breakout

SEP 30 12:45 PM – 1:30 PM PT

How Webex will future-proof your CX investments.

Discover how businesses are reimagining CX with Webex.

Discover how Webex customers are future-proofing their CX strategies in this insightful panel discussion. Hear real-world stories of migrating from on-prem to cloud, using AI to elevate customer engagement, and incorporating proactive outreach into CX strategies. Featuring leaders across industries, this session will showcase how Webex Customer Experience solutions are empowering businesses to deliver seamless, intelligent customer experiences. Walk away with fresh perspectives, practical advice, and inspiration to tackle your own CX challenges with innovative solutions.

Speakers

Metrigy

Research Leader: Customer Experience, Artificial Intelligence Primary Focus Areas: Artificial intelligence, contact center, customer success analytics, workforce engagement management, CRM, business case development, and cost/ROI modeling Other Areas of Expertise: CPaaS, Unified Communications and Collaboration, digital workplace, custom research projects, and RFP development and analysis. Robin Gareiss is CEO and Principal Analyst at Metrigy, where she oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers. For 25+ years, Robin has advised hundreds of senior IT executives, ranging in size from Fortune 100 to Fortune 2000, developing technology strategies and analyzing how they can transform their businesses. She has developed industry-leading, interactive cost models for some of the world’s largest enterprises and vendors. Robin leads Metrigy’s artificial intelligence and customer experience research. She also is a widely recognized expert in the communications field, with specialty areas of contact center, AI-enabled customer engagement, customer success analytics, and employee collaboration. She is a sought-after speaker at conferences and trade shows, presenting at events such as Enterprise Connect, Future of CX/ITExpo, ICMI, IDG’s FutureIT, Interop, Mobile Business Expo, and CeBit. She has authored hundreds of research reports to keep clients updated on technology adoption and associated benefits. She also writes a blog for No Jitter and is a regular contributor to Tech Target. Additional entrepreneurial experience includes co-founding and overseeing marketing and business development for The OnBoard Group, a water-purification and general contracting business in Illinois. She also served as president and treasurer of Living Hope Lutheran Church, led youth mission trips, and ran successful fundraisers for children’s cancer research. She served on the University of Illinois College of Media Advisory Council, as well. Before starting Metrigy, Robin was president and co-founder of Nemertes Research. Prior to that, she shaped technology and business coverage as senior news editor of InformationWeek, a leading business-technology publication with 440,000 readers. She also served in a variety of capacities at Data Communications and CommunicationsWeek magazines, where helped set strategic direction, oversaw reader surveys, and provided quantitative and statistical analysis. In addition to publishing hundreds of research reports, she has won several prestigious awards for her in-depth analyses of business-technology issues. Robin also taught ethics at the Poynter Institute for Advanced Media Studies. Her work has appeared in the New York Times, Chicago Tribune, Newsweek, and American Medical News. She earned a bachelor of science degree in journalism from the University of Illinois and recently left the cold Chicago winters for the warmth of Tampa, FL.

GetixHealth

Monty is a graduate of The University of Texas at El Paso, holding a pre-med focused Bachelor of Science degree. His extensive background spans various industries, including healthcare, education, entertainment and energy, equipping him with a unique perspective on the intersection of technology and organizational growth. A dynamic leader, Monty shares insights on topics such as digital transformation, infrastructure resilience, and the evolving role of technology in modern enterprises. His practical experience and forward-thinking approach make him a valuable voice for audiences seeking to navigate the complexities of today's technological landscape.

CarShield

Nick Curran is the Enterprise Architect at CarShield, where he has been a cornerstone of the company’s technological evolution for nearly two decades. With deep expertise in IT infrastructure, contact center management, and enterprise systems, Nick currently oversees the Webex Contact Center platform and drives innovation across the IT department. Throughout his 20-year tenure at CarShield, Nick has led the development and optimization of the organization’s phone systems and contact center technologies, adapting them to meet the needs of a fast-scaling customer base. His current focus is on leveraging AI capabilities within Webex Contact Center to improve customer interactions, operational efficiency, and data-driven decision-making. As a long-time leader who has grown with the company, Nick brings practical insight into the real-world application of AI in complex enterprise environments.

Breakout

Customer Experience

AI

Contact Center

CPaaS

Breakout

SEP 30 12:45 PM – 1:30 PM PT

Experience matters: How AI transforms the way we work and collaborate.

Webex Suite and Cisco devices bring smarter tools to enhance connection and productivity.

How can organizations create workplaces that support modern work? In this session, senior leaders from Cisco will present their vision for the modern workplace and our product roadmap, showcasing how AI-powered tools and connected technologies enable smarter, more adaptable offices. \n\nThe session also features a real-world case study from a customer, who will share how they have reimagined their office spaces to improve employee experiences and productivity using Cisco’s solutions.

Speakers

Topgolf

Coming Soon!

M&T Bank

Bill Sheff is the Technology Team Lead and Product Owner for the Voice and Video Engineering team at M&T Bank for the last 4 years. His prior tenure includes experience in healthcare Marketing and Collaboration Technologies. Currently, as Technology Team Lead, Bill oversees a team of dedicated engineers and specialists in the development, maintenance, and innovation of voice and video communication solutions. Bill also serves as the team's strategic product owner, dedicated to bringing the latest Cisco technologies to M&T with a sharp eye on doing what's best for its users and customers. Bill frequently speaks with stakeholders, gathers feedback, and drives solutions all in support of the overall technology vision. His vision is to make the hybrid work experience top-notch all while keeping the solutions simple and easy to use. Bill holds a Bachelor's and Master's degree in Education and is currently pursuing his MBA at the University at Buffalo (UB).

Cisco

Molita is a Product Marketing Lead at Cisco focusing on the all-in-one, AI-powered Webex Collaboration Suite that is built for today’s modern work.

Cisco

Amit Barave is the VP of Product, Webex Suite and Webex AI, supporting the Collaboration organization. In this role, Amit leads a talented team of Product Managers who help to release all the features and improvements that make Webex great. Amit has been with Cisco for over 20 years and is a Communications and Collaboration industry veteran. Prior to Webex, Amit was instrumental in launching industry-first products in Telepresence and IP-Radio communications space and scaling them to market leadership. He holds an MBA from Haas School of Business, UC Berkeley. A prolific innovator, Amit also holds 13 US patents in the field of radio and video communications.

Breakout

Employee Experience

AI

Suite

Calling

Devices

Platform/Architecture

Control Hub

Quick Takes

SEP 30 12:45 PM – 1:05 PM PT

Ecosystem in action.

Unlock new levels of care and service with integrations for Webex Contact Center.

In this session, learn how our new native integrations with Epic Systems, ServiceNow, Salesforce, and more, empower contact center agents to deliver more efficient, personalized, and impactful customer experiences. Join us to explore how these integrations enhance workflows, improve agent effectiveness, and ultimately drive better outcomes.

Speakers

Cisco

Devinder is Director of Product Management at Cisco, where he leads the strategy and execution for the Webex Developer Ecosystem and Integrations. He is responsible for shaping platform capabilities, including APIs, SDKs, and marketplace solutions, that empower developers and partners to deliver innovative, integrated experiences across calling, meeting, messaging, and contact center workflows. With extensive experience in product strategy, go-to-market, and user experience, Devinder is passionate about enabling organizations to unlock new possibilities through collaboration technology.

Quick Takes

Customer Experience

Contact Center

Roundtable

SEP 30 12:45 PM – 2:00 PM PT

Modern healthcare: Elevating patient experience, workforce empowerment, and care delivery. [Option 1]

Join healthcare leaders from across the industry to discuss how digital innovation, collaboration tools, and integrated solutions are shaping the future of care. Explore strategies for enhancing patient engagement with AI-driven insights, empowering professionals with flexible work models, and streamlining operations through intelligent automation. Discover how organizations are leveraging advanced analytics, AI agents, and connected platforms to improve accessibility, efficiency, and the overall human experience in modern healthcare. This interactive roundtable is your opportunity to share challenges, discover best practices, and connect with peers leading the transformation in modern healthcare.

Speakers

Brightli

Robert Bibey brings a unique and dynamic perspective to IT, having spent nearly two decades in the entertainment industry before boldly pivoting into technology. Since entering the IT field in 2014-turning a mobile device repair hobby into a profession-Robert has demonstrated a clear commitment to continuous learning and adaptability. Starting as a help desk technician while simultaneously continuing the mobile repair passion, he progressed to an analyst role in 2019 and quickly advanced to Network Administrator reponsible for print management and telephony administration in 2020. Shortly after, despite having no prior voice design or engineering experience, Robert led his organization's ambitious migration from on-premises Cisco CM and UCCX to Webex Calling and Webex Contact Center. Today, he serves as the sole Voice Engineer at Brightli. At Brightli, Robert drives innovation in voice architecture and collaboration technologies, bringing passion, hands-on expertise, and real-world insight to every solution. His story is one of reinvention, resilience, and results-making him a compelling voice in modern enterprise communication.

Uniting NSW.ACT

Craig Mendel is a seasoned professional whose two-decade journey—spanning hospitality, financial services, insurance, and IT leadership—reflects a rare blend of cross-industry versatility and operational excellence. With over 10 years in five-star hotel management within the Intercontinental Hotels Group, Craig perfected world-class service delivery. He then transitioned to the complex worlds of financial services, insurance, and aged-care, contributing to Australian Unity, TAL, and MLC Life Insurance, and tackling roles at CommSec, CBA (group culture, financial markets, asset finance), and Tyro Payments. Across these roles, he has driven performance in sales, account management, contact centres, and operational leadership. Currently at Uniting (NSW/ACT), Craig leads the organisation’s contact centre platform, IT service management, IT service operations, and IT customer service—empowering teams and customers through seamless and resilient technology-enabled service delivery. Beyond the corporate world, Craig is a devoted father of six, a volunteer surf lifesaver patrolling the Northern Beaches of Sydney, and a passionate soccer and cricket coach—bringing teamwork, compassion, and community spirit to every facet of his life.

Cisco

Kenny Bloxham is an experienced healthcare technology leader with over 15 years of driving digital transformation alongside healthcare providers, with a strong focus on patient engagement, empowerment, and personalized care.

Cisco

Meet Carlos Guadamuz, a true visionary in the world of customer experience and an award-winning force in the contact center industry. With over two decades of experience, Carlos is not just a professional; he's a passionate innovator driven by a singular mission: to bridge the gap between cutting-edge technology and exceptional customer journeys. As a Business Development Manager for Cisco's Contact Center, Carlos has a profound understanding of the business landscape. He’s an accomplished solutions engineer and a highly sought-after public speaker, known for his ability to translate complex trends into actionable strategies that drive real-world business growth. His insights are born from a career spent at the forefront of technological advancements, making him a forward-thinking leader in an ever-evolving industry. Join Carlos as he shares his expertise, revealing how to craft modern, customer-centric solutions that inspire change and deliver unparalleled results. Prepare to be inspired, and discover how to revolutionize your approach to customer experience.

Roundtable

Partner

SEP 30 1:00 PM – 2:00 PM PT

AVoIP: Enhancing enterprise visibility and innovation in AV design.

Partner: Technical Training Class

In a world where IT and AV are converging, the future of collaboration technology is network-native. By deploying Cisco AVoIP microphones and cameras directly on the network, organizations gain immediate access to Cisco's robust ecosystem of platforms for centralized management, intelligent monitoring, and powerful automation. In this session, discover how our plug-and-play AVoIP solutions not only deliver superior audio and video experiences, but also seamlessly integrate with your Cisco management platform providing unprecedented visibility and control at scale. Simplify your AV workflows, boost efficiency, and unlock the full potential of your Cisco investment.

Speakers

Cisco

Chase is a professional in the video, conferencing, and telephony industry, with over 20 years of experience, including 12 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. His expertise also includes AI video-enabled conferencing and innovative camera layouts.

Cisco

Steve Qin is a Collaboration Solutions Engineer with over nine years of experience at Cisco’s American Partner Sales organization. His current role focuses on upscaling Cisco’s largest national partners’ collaboration practices with A/V integration and webex contact center specialties. Prior to joining Cisco, he spent decades at Nortel, Lifesize and Polycom as a Sales Engineer, with a focus on helping global enterprise customers build up their collaboration networks. Steve holds an MBA from Wilfrid Laurier University and an BS in electric engineering from XiDian University

Cisco

Cory Gray is a CCIE in Enterprise Networking and Collaboration with over 16 years of experience at Cisco, helping organizations transform the way they connect, collaborate, and innovate. As the Video Devices and Collaboration Renewals Solutions Engineering Manager, Cory leads teams that design and deliver cutting-edge video and collaboration experiences tailored to customer needs. Known for blending deep technical expertise with real-world business insight, Cory's teams brings practical strategies and inspiring perspectives to help customers unlock the full potential of Cisco’s solutions.

Partner

Devices

Technical Training Class

SEP 30 1:00 PM – 5:30 PM PT

TRAINING PASS REQUIRED

Troubleshooting Webex Calling.

Training Class: Expert

This session will take you through troubleshooting various aspects of Webex Calling including:

User and organization management
Endpoint registration
Phone and soft client issues
Call routing
Premises-based PSTN calling
An end-to-end troubleshooting case study
Media quality

The focus will be on the multitenant components of Webex Calling and will not cover Dedicated Instance. The session will cover troubleshooting with Control Hub, Webex, phones, Webex devices, and SIP trunks to premises-based PSTN. We will also cover diagnosing media connectivity and quality issues and help you understand any tools available to help diagnose issues.

Attendees should have prior understanding of how to perform routine administration of Webex Calling in Control Hub.

CE Credits: 3

Speakers

Cisco

With nearly two decades of experience at Cisco, Esteban Valverde began his journey as a Developer in 2005 before joining the Cisco TAC team in Costa Rica in 2006. Since 2008, Esteban’s focus has been in Unified Collaboration Technologies, where he has continually evolved alongside the rapidly changing landscape of communication solutions. Currently, Esteban serves as a Technical Leader for Webex Calling, a position he has held since 2023. He holds a Bachelor’s Degree in Computer Science and is passionate about driving innovation and delivering exceptional customer experiences. His primary responsibilities include creating in-depth technical documentation, collaborating with the Engineering Team to enhance product serviceability, architecting automation solutions to improve support for customers, and providing technical support to customers and TAC Engineers worldwide. Throughout his career, Esteban has supported critical Unified Communication networks for a diverse array of clients, including Fortune 500 companies. Esteban is committed to helping organizations leverage the full power of Webex Calling and ensuring customer's voice networks are reliable, scalable, and future-ready.

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, CCIE R&S, CCIE Voice, CCIE Collaboration #4793, is a Distinguished Engineer in Cisco's Security and Trust Organization (S&TO) focused on network infrastructure security. He has spent much of his career 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 years designing, troubleshooting and diagnosing issues on some of the largest and most complex Cisco Collaboration deployments. He is also the author multiple Cisco Press collaboration titles, an IETF contributor, holds numerous patents, and is a member of the Cisco Live Distinguished Speaker Hall of Fame Elite.

Cisco

Paul is a Principal Engineer at Cisco working within the Customer Experience 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 better serviceability and self-service capabilities to customers, partners, or anyone using the products. He is also a Cisco Live Hall of Fame Distinguished Speaker.

Technical Training Class

Employee Experience

Calling

Control Hub

Technical Training Class

SEP 30 1:00 PM – 3:00 PM PT

TRAINING PASS REQUIRED

How to successfully transition from on-premises Cisco UCM to Webex Calling multi-tenant.

Training Class: Intermediate

Webex Calling has a comprehensive set of enterprise-grade feature to address a wide array of business requirements. When migrating from Unified Communications Manager trying to replicate Unified CM features 1-to-1 with Webex Calling feature leads to a suboptimal solution and can feel like a big undertaking.

In this session we will highlight the superior capabilities of Webex Calling, discuss fundamental differences between Unified CM and Webex Calling and compare capabilities of both calling solutions. We'll also discuss using a methodical approach and leveraging Webex and partner tools to reduce effort and improve the transition process. We will review the key transition activities, some of our partner tools, and see how the Webex tools are used to complete the transition.

CE Credits: 2

Speakers

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.

Cisco

Steven Fly is a Technical Marketing Engineer (TME) within Cisco’s Collaboration Technology Group focusing on Webex migrations, Webex Calling and Customer Assist. This includes transitioning from Jabber to the Webex App and/or from Unified CM to Webex Calling. He works closely with the product and engineering teams on the migration process and tools, Webex Calling features and the Customer Assist solution. 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 over 50 global enterprises and large Service Providers as a trusted advisor for variety of technologies including networking and collaboration. He helped his customers develop and deploy a technology strategy, solution architectures and solution designs for a variety of technologies including complex networking, Unified Communications, TelePresence and Webex.

Technical Training Class

Employee Experience

Calling

Technical Training Class

SEP 30 1:00 PM – 3:00 PM PT

TRAINING PASS REQUIRED

Transforming Contact Center Efficiency and Customer Satisfaction Through Enhanced Agent Experience

Training Class: Intermediate

Great customer experiences start with empowered agents and supervisors. In this dynamic session, we will explore how modern tools, AI capabilities, and platform extensibility are transforming the contact center from the inside out.

We begin with “Delivering Exceptional Agent Experiences”, covering everything agents need to succeed—from accessing the desktop and handling media interactions to using custom widgets and CRM integrations. You’ll also see how the Customer Journey Platform and advanced digital features like cherry-picking and proactive chat help agents connect more meaningfully with customers.

Then in “Empowering Supervisors with Leadership Tools”, we shift the focus to supervisors. See how new role-based controls, live interaction monitoring, dynamic reskilling, and real-time analytics make it easier to manage performance and support agents—without ever leaving the desktop. We will also discuss how supervisors can create meaningful visualizations that will deliver insights right to their doorstep.

Next, “The Human + AI Partnership” shows how built-in AI assistance boosts productivity and consistency. We’ll also share a real-world customer success story that highlights the tangible business impact of these solutions.

Whether you're new to Webex Contact Center or looking to get more from the platform, this session delivers practical insights to elevate every role in the contact center.

CE Credits: 2

Speakers

Cisco

I bring close to 20 years of experience in the Contact Center domain, with deep expertise spanning engineering, technical support, and partner enablement. Currently, I am part of the Partner Success team, where I focus on technical enablement and escalation management for strategic partners across the U.S., primarily around Webex Contact Center (WxCC). My background includes hands-on development and deployment with Cisco Voice Portal (starting from CVP 3.0), and I have played key roles in transitioning customers and partners to cloud-native CCaaS solutions. I actively lead initiatives such as A2Q automation, AI solution rollout planning, and technical deep-dives on capabilities like Webex APIs, routing, and Analyzer reporting. I also support partner readiness through workshops and migration guidance—especially for UCCX-to-WxCC transitions. My core strength lies in translating platform capabilities into partner success and scalable adoption. Outside of work, I am a proud parent to 2 young son, Love talking about carpentry, Travel, and Cricket

Cisco

Janani is a Product Lead at Webex Contact Center managing Supervisor Experiences and the reporting/analytics platform for Contact Center. She is currently helping transform the supervisors role from an operational manager to that of a leader using AI powered insights, state-of-the-art capabilities, and agile user experiences. Janani is an experienced product leader across various domains such as business platforms, identity management, network intelligence and server grade computing. Janani has an MBA from UC Berkeley, Haas School of Business and a Masters degree in Electrical Engineering from Georgia Tech.

Technical Training Class

Customer Experience

Contact Center

Quick Takes

SEP 30 1:15 PM – 1:35 PM PT

Outbound campaigns made easy.

How to easily run contact center campaigns with the new Campaign Manager.

In this session, learn about our new native Campaign Manager—giving contact center admins the power to set up, run, and manage outbound campaigns directly from Control Hub. Easily control calling times, contact lists, suppression rules, and compliance settings while managing multiple campaigns from one centralized interface. With visibility into performance metrics and built-in compliance tools, admins can optimize outreach strategies and ensure the right customer is connected to the right agent every time.

Speakers

Cisco

Abhi has managed the Campaign Management product in the Webex CPaaS portfolio for over 8 years. Prior to that Abhi worked for over 15 years for IBM helping clients implement large scale data management and CX solutions across a variety of industry verticals such as telecommunications, finance, utilities, CPG and public sector.

Quick Takes

Customer Experience

Contact Center

Technical Training Lab

SEP 30 1:30 PM – 5:30 PM PT

TRAINING PASS REQUIRED

Leveling up communication: A follow-along Webex Calling lab.

Training Lab: Foundation

This hands-on lab is designed to provide you with experience in cloud-based calling systems, namely Webex Calling. We’ll offer practical exercises such as configuring local gateways, feature use, and managing call routing through Webex Control Hub. You'll learn to handle calls efficiently, explore mid-call functions, and understand call flow management in a simulated environment. The lab aims to enhance skills in managing communication systems and optimizing telephony infrastructure for better organizational communication.

CE Credits: 3

Speakers

Cisco

Having been part of the Broadsoft Team prior to its acquisition by Cisco, Adam has been intimately involved with the Webex Calling and Contact Center Products from their 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 and Contact Center to design new training courses, develop educational content for the latest features for partners and Customers.

Cisco

Susan Parrish is a seasoned training professional with over 20 years of experience in software and technology customer-management and training roles. She merges her extensive background in customer engagement with her knowledge of adult education to provide a relevant and practical perspective to adult learners in the tech industry. At Cisco, Susan designs and delivers courses for Webex solutions, leading hands-on lab sessions and classes that empower participants to deepen their technical skills through immersive, real-world learning experiences. Susan holds a Master’s Degree in Adult Education and a Community College Instruction Certificate from East Carolina University, as well as a Bachelor’s Degree in Management of Information Systems from the University of Mount Olive. Beyond her professional commitments, she enjoys spending time at the beach, tailgating at ECU football games, and performing in local community theater.

Cisco

Started as a Resident Engineer for Broadsoft, and currently providing training for Webex Calling and Webex Contact Center at the Webex Academy. Panamanian graduated in Electronics Engineering with wide experience in the telecommunications field bringing more than a decade of experience to his current role. Now, she is dedicated to successfully guiding Partners and Customers to succeed in achieving their goals with Webex.

Technical Training Lab

Employee Experience

Calling

Partner

SEP 30 1:30 PM – 2:10 PM PT

Winning the room with Cisco’s full stack.

Partner: Practice Sessions

Learn how to unlock Cisco’s full room strategy—from one-click meetings to “everything over Ethernet”—and create powerful customer value across collaboration, networking, and security. This session goes beyond Microsoft interop, showcasing how to “sell the room” as part of a broader cross-architecture play. Discover how to outpace the competition, not by replacing existing tools but by enhancing and simplifying hybrid work experiences in shared environments. Walk away with actionable ways to co-sell, differentiate, and grow your business in the evolving workplace.

Speakers

Cisco

Pratik Chanda is the Worldwide Partner Sales Lead for Microsoft Teams Rooms (MTR) at Cisco, where he leads global partner strategy, enablement, and execution to scale Cisco’s MTR solutions across the Microsoft ecosystem. With nearly two decades of experience across Microsoft and Cisco, Pratik has successfully led cross-regional and global teams, driving transformation in collaboration technologies, partner go-to-market, and hybrid work innovation. In his current role, he collaborates closely with Microsoft, global system integrators, and channel partners to accelerate adoption of Cisco’s AI-powered devices for hybrid work—through co-selling motions, field activation, joint industry events, and partner-to-customer engagements. A passionate advocate for the convergence of AV and IT, Pratik is a frequent speaker at global forums, sharing insights on workspace transformation, the future of work, and the strategic role of partnerships in building future-ready environments.

Cisco

Rick leads the global sales and go-to-market strategy for Cisco’s Collaboration organization, with a focus on hardware technologies including video, phones, and headsets. He joined Cisco through acquisition on two occasions—first via video conferencing pioneer TANDBERG, and later as a co-founder of video bridging startup Acano. With over 27 years of experience in the communications industry, Rick has held leadership positions across Customer Service, Engineering, and Sales. Notably, he spent eight years focused on the U.S. Federal market, gaining deep expertise in navigating complex, high-stakes sales environments. In his current role, Rick is dedicated to delivering secure, integrated collaboration solutions that meet the evolving needs of Cisco’s global clients. His broad experience in the technology sector gives him a unique ability to understand customer challenges and craft innovative, results-driven strategies. Rick double-majored in Electrical Engineering and Computer Science at the University of Maryland, College Park, and later graduated with distinction from the University of Manchester, UK, with an MBA in Finance.

Partner

Customer Experience

Employee Experience

Suite

Devices

Technical Training Lab

SEP 30 1:30 PM – 5:30 PM PT

TRAINING PASS REQUIRED

Webex Security: Identity, compliance, and encryption.

Training Lab: Intermediate

Explore Webex security and learn 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) with multiple identity providers.

Compliance: Investigate Webex data controls including data loss prevention/protection (DLP), eDiscovery, anti-malware protection, and data retention with both built-in capabilities and integrations to external compliance platforms.

End-to-End (E2E) Encryption: Examine Webex zero trust end-to-end encrypted meetings, media watermarking, and compliance for meetings and calls.

CE Credits: 4

Speakers

Cisco

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

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 Solutions Engineer focused on collaboration for global enterprise with focus on cloud calling, contact center architectures and hybrid work.

Cisco

Scott Kiewert is a Technical Marketing Engineer in the Collaboration Technology Group at Cisco. He currently focuses on all aspects of Webex security but has a special interest in identity, authentication, and authorization. He assists customers with design guidance and troubleshooting Webex security concerns. Prior to his current role, he worked in TAC supporting Cisco Unified Communications Manager and IP phones.

Technical Training Lab

Employee Experience

Platform/Architecture

Technical Training Lab

SEP 30 1:30 PM – 5:30 PM PT

TRAINING PASS REQUIRED

Exploring the possibilities of Webex APIs.

Training Lab: Intermediate

This hands-on lab aims to show participants the possibilities of Webex APIs and how they can be used for automation. We'll focus on real use cases to showcase how these APIs can be integrated into organizations.

This session will enable you to:

Understand the key concepts and capabilities of Webex APIs.
Integrate Webex APIs with bots and service apps to enable user communication and interaction.
Explore practical examples of how Webex APIs can be applied.
Discover how Webex APIs can be used for troubleshooting.

Attendees should have a basic understanding of Python and APIs.

CE Credits: 4

Speakers

Cisco

Adam Weeks is a lifelong developer with a passion for learning, teaching, and building applications with over 20 years 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 global conferences. Adam is a native Floridian and any time not spent on the computer is spent on the water with his wife and two children.

Cisco

Diego Manuel Jimenez Moreno is a Technical Leader for Collaboration at Cisco, where he has been part of the TAC since 2019. With over 8 years of experience in the IT industry, he holds the CCIE Collaboration certification (#66728). Diego has been actively involved in key events such as TAC Workshops and Cisco Live events, where he has facilitated outstanding Walk-in labs. He specializes in Cisco On-Prem Collaboration, Webex Calling, Webex BOTs, and Webex APIs, with a current focus on Contact Center. Passionate about automation and innovation, Diego has made significant contributions to internal projects, currently focusing on leveraging AI possibilities.

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.

Technical Training Lab

Employee Experience

Suite

Technical Training Lab

SEP 30 1:30 PM – 5:30 PM PT

TRAINING PASS REQUIRED

Empowering agents with custom desktop experiences in Webex Contact Center.

Training Lab: Expert

In this session, you’ll explore how to empower agents by creating a custom desktop experience tailored to their specific needs by integrating functionality that is not natively available out of the box. You’ll be taking a use-case based approach, where requirements are distilled into data points and simple actions which are chained together to achieve your goals. While you’ll be writing code, the structure of the exercises will center on utilizing code snippets and tools in a plug-and-play method which is easily digestible and reusable.

CE Credits: 5

Speakers

Cisco

Kevin Simpson is a Solutions Manager with the Webex Contact Center, where he passionately channels his enthusiasm for innovation, education, and enablement. He has earned a reputation for his remarkable ability to demystify complex concepts, transforming advanced topics into accessible and engaging content for individuals who are eager to learn and expand their knowledge.

Cisco

Shrishail Doddalinganavar is a Cloud Engineering Technical Leader with Webex Contact Center, specializing in solution-level technical escalations and complex customer integrations. As a subject matter expert (SME) in Webex Contact Center APIs, SDKs, and AI capabilities, Shrishail plays a pivotal role in helping customer-facing teams customize the product to meet specific use cases. He is passionate about enabling others through technical training, frequently engaging with internal teams, partners, and customers to drive adoption across the ecosystem.

Technical Training Lab

Customer Experience

Contact Center

Technical Training Lab

SEP 30 1:30 PM – 5:30 PM PT

TRAINING PASS REQUIRED

Building with AI: Frameworks, tools, and innovation.

Training Lab: Intermediate

This hands-on lab goes beyond AI basics, diving into core concepts and practical tools for building real-world generative AI applications. Learn how transformers, embeddings, vector databases, Retrieval-Augmented Generation (RAG), and more work together to power modern AI. Using frameworks like LangChain, Hugging Face, Agents, you will build an AI-powered app integrated with Webex. Gain skills to work with large language models (LLMs) and deploy AI solutions confidently.

CE Credits: 4

Speakers

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. Before 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

Shane Long is a Technical Marketing Engineer (TME) within the Cisco Collaboration Technology Group, focusing on all things Webex app. This includes deployment, best practices, integrations and AI. Prior to working on Webex, Shane mainly focused on Cisco Jabber. Shane began working at Cisco as part of collaboration engineering in 2007, and became a TME in 2012.

Cisco

Kevin Ian Barrow is a Technical Marketing Engineering Leader within Cisco's Collaboration Technology Group Solutions Team, where he focuses on integrations with Cisco's collabaration product portfolio. With deep technical expertise and a strategic mindset, Kevin plays a key role in driving the adoption and integration of Cisco's collaboration technologies.

Cisco

Omer is a CCIE qualified Technical Marketing Engineer within Cisco’s CTG group. He brings over a decade of experience in designing, developing, and delivering complex, large-scale global projects across Collaboration Solutions (Cloud/On-Prem/Hybrid). His current focus is on leveraging the transformative power of AI to revolutionize collaboration and connectivity. He has hands-on experience with LangChain, LangSmith, MCP, fine-tuning foundation models, and is actively integrating AI-driven workflows into Collaboration platforms. Omer is also deeply involved in Cross-Architecture initiatives, particularly around integrating Collaboration with Splunk, Cisco XDR, ThousandEyes, Cisco Spaces, SD-WAN, and Meraki. He holds both a Bachelor's and a Master's degree in Software Engineering.

Technical Training Lab

AI

Platform/Architecture

Breakout

SEP 30 1:45 PM – 2:15 PM PT

Winning with AI and humans coexisting in CX.

Learn how to strike the right blend of automation and AI to future-proof CX.

In the rapidly expanding AI landscape, organizations are faced with a plethora of options to enhance customer experience (CX). This session will reveal strategies for gradual AI adoption, focusing on areas that quickly maximize value for both customers and the business. Learn how Webex Customer Experience solutions enable organizations to strike the right blend of AI-powered service and AI-assisted service to deliver the best possible experience at every step in your customer’s’ journey.

Speakers

BancFirst

I’m excited to be a speaker at WebexOne! I’ve spent the last eight years at BancFirst, where I design, research, and architect customer experience solutions, working directly with our executives to bring those innovations to life to curate an experience and customer journey tailored to our customer. Before my time at BancFirst, I was a senior regional network engineer for the Defense Logistics Agency, where I held a Top Secret security clearance and managed projects from coast to coast and beyond. I’ve also had the pleasure of working with Presidio Solutions and gaining partner level expertise in data center, wireless technologies and telecommunications. On a personal note, I’m happily married to my wife, Ashley going on 10 years, and we have three amazing kids. Our oldest is 19 and attending the University of Illinois, where she plays softball. We also have a 14-year-old getting ready to start high school and an 8-year-old heading into second grade.

Cisco

Padmini Krishnan is a Product Manager for Webex Contact Center, focused on Agent Experiences and the AI Assistant for agents. She previously led product initiatives in the Webex Devices group, where she helped develop next-generation collaboration hardware and deepen platform integrations. Prior to her transition into product management, Padmini spent seven years as a software engineer. She holds a Master’s degree in Computer Networks from the University of Massachusetts Amherst and an MBA from the University of Texas at Austin’s McCombs School of Business.

Breakout

Customer Experience

AI

Contact Center

Breakout

SEP 30 1:45 PM – 2:15 PM PT

Frankenstein rooms, get back to the graveyard.

How to simplify meeting room IT with AVoIP-connected workspaces.

Are your meeting rooms a patchwork of mismatched devices and outdated technology? In this session, you’ll learn how to transform your \"Frankenstein rooms\" into streamlined, IP-connected workspaces. By standardizing meeting room IT with Cisco’s integrated solutions, you can simplify management, reduce costs and complexity, and deliver a consistent experience for employees. \n\nDiscover how AV over IP video devices and peripherals enable smarter, more reliable meeting spaces that are easier to maintain and scale. Whether you're managing a handful of rooms or thousands, this session will provide actionable insights to help you take control of your meeting room technology.

Speakers

Fifth Third Bank

Paul Reynolds is a seasoned technology leader with over 30 years of experience in desktop operating systems, software deployment, and AV infrastructure. Throughout his career, he has successfully delivered numerous challenging and rewarding projects, demonstrating expertise and innovation in the infrastructure space. Currently, they hold the position of Director Digital Workplace Engineering at Fifth Third Bank, where they continue to drive technological advancements. Outside of work, Paul enjoys spending quality time with his family, including his wife and four adult sons. They are passionate about boating and attending sporting events.

Cisco

Annemarie is the Site Lead for the Oslo Experience Center and Head of Employee Experience for Cisco Norway. With 14 years at Cisco, she has played a pivotal role in shaping workplace culture and driving innovation across the organization. Annemarie collaborates closely with teams around the world to roll out Cisco’s latest technology and elevate both customer and employee experiences. Known for her hands-on leadership and forward-thinking approach, Annemarie is passionate about building environments where people and ideas thrive.

Breakout

Employee Experience

AI

Calling

Platform/Architecture

Control Hub

Quick Takes

SEP 30 1:45 PM – 2:05 PM PT

Access management at scale.

How RBAC innovations enhance security and reusability for Webex Contact Center admins.

Come see us showcase our new Role-Based Access Controls (RBAC) innovations in Control Hub—designed to simplify and scale access management. Increase security by ensuring users only access what they’re meant to, reducing permission creep across global operations. By delegating access management and organizing contact center resources into reusable collections, admins can define, reuse, and consistently apply permissions across teams—saving time and increasing agility.

Speakers

Cisco

Jonathan has been with Cisco for 10+ years with 8+ of those years being in product management. He's been in the CX space for 3 years focused on improving the administrator experience and reducing the time to value by delivering self service trials, multiple subscriptions per customer, automated voice/digital provisioning, and a completely revamped + flexible access control solution. Jonathan enjoys talking to customers and partners about how we can improve the product to make the admininstrators life easier. He's presented at industry events in the past and looks forward to connecting!

Quick Takes

Customer Experience

Contact Center

Control Hub

Partner

SEP 30 2:15 PM – 3:15 PM PT

Art of the possible: Devices demo edition.

Partner: Technical Training Lab

Join us as we continue to explore the exciting capabilities of your Collaboration Sandboxes. In this session, we'll uncover creative ways to showcase the incredible features of Cisco devices to your customers. You'll learn how to effortlessly demonstrate the power of tools like the RoomOS Web Engine, including Web Widgets and Digital Signage. But that's not all -- we'll also dive into practical methods for deploying applications to these devices, ensuring you and your customers can make the most of them. And for those times when you don’t have a device nearby, we'll show you how to demo devices from remotely. It's all about making your sandbox experience as dynamic and impactful as possible. If you’d like to follow the process or bookmark sites along the way, please have your laptop ready and a sandbox configured. If you have a device configured in your sandbox, we’ll show you how to control it remotely so you can even configure it during the session.

Speakers

Cisco

Craig is in his 25th year at Cisco, having held a variety of sales and partner-facing roles. Today, he helps Cisco's largest partners upscale their Collaboration practices while he evangelizes the power of Cisco's programmability story. Craig has been recognized for his innovative and educational demos and recently helped develop, coordinate, and host the Americas Partners Modern Workspaces Bootcamps. Born, raised, and remaining in Michigan, Craig enjoys spending time outdoors, playing in a working cover band, building pointless projects on single-board computer platforms, and of course, his wonderful family.

Partner

Devices

Quick Takes

SEP 30 2:15 PM – 2:35 PM PT

Webex for Government.

Explore management strategies and use cases for secure, compliant communication.

Federal agencies require collaboration solutions that meet the strictest security and compliance standards. Webex for Government is purpose-built to address these needs, ensuring secure communication and seamless workflows for federal environments. This session focuses on management strategies like deployment flexibility, data protection, and user access control that empower federal organizations to operate securely and efficiently. Explore real-world use cases demonstrating how Webex for Government delivers compliant collaboration without compromising productivity.

Speakers

Cisco

Michael is the Webex Suite Product Owner for the Webex for Government Program offering across US Public Sector: Federal, Civilian, State, Local, and Education at Cisco. Prior to Cisco, Michael was at Microsoft where he held Product amd Program Management roles across Operations, Licensing and Pricing, Enterprise Commerce, and Microsoft Teams where he was responsible for driving Quarterly Planning, Release Management, and Engineering Systems across the Calling Meeting and Devices Org, leading device certification programs and partner engagements for Peripherals Product categories across Teams Devices ecosystem. Michael leads by promoting inclusive team cultures in meetings and incorporating customer empathy in design thinking. He holds a MBA from Seattle University and a BS from University of Washington in Applied Mathematics. Outside of work, he enjoys traveling and exploring new places with his wife and 4.5 year old son and stays active playing softball and tennis.

Cisco

20+ years industry experience with video and collaboration technology Product manager and director for Cisco Video Devices (SX and MX Series, Room Kit Series) Strategy and technology partnership development for Cisco Video Devices Currently responsible for Business Development and GoToMarket strategies for Cisco Devices towards Public Sector and Development of Strategic partnership

Quick Takes

Employee Experience

Suite

Calling

Devices

Platform/Architecture

Roundtable

SEP 30 2:15 PM – 3:30 PM PT

Next-gen financial services: Balancing innovation, compliance, and customer trust.

Explore how leading financial institutions navigate the intersection of innovation, regulatory complexity, and customer trust. Join peers to discuss strategies for delivering seamless experiences, adopting technology responsibly, and empowering teams. This roundtable will focus on how to use AI-driven analytics, intelligent automation, and robust communication platforms to meet the highest standards of compliance and security in today’s digital-first world.

Speakers

Veridian Credit Union

Christi Hulme is the Vice President of the Member Contact Center at Veridian Credit Union. In her role, Christi leads initiatives that elevate both member and employee experiences, championing new technologies to support Veridian’s position as a technology-first credit union. She oversees multiple service channels, ensuring Veridian meets members where they are—delivering service that is accessible, personal, and efficient. With over 30 years in the financial services industry and more than two decades in leadership, Christi brings deep operational expertise and a strategic mindset. For the past six years, she has focused on shaping the Contact Center’s strategic vision, aligning it with evolving member expectations and business goals. Christi specializes in digital transformation, with an emphasis on member journey mapping, system design, and leveraging technology to empower self-service—while also deepening relationships through meaningful product and service interactions. She holds a degree in Business Administration and is passionate about creating meaningful member connections and equipping teams with the tools they need to deliver exceptional experiences.

Novuna

With 16 years of dedicated service at Novuna (formerly Hitachi Capital), Natalia Woloseckyj-Jones has built a remarkable career path, from her beginnings as a Network Analyst to her current leadership role overseeing the IT Infrastructure landscape. Driven by a passion for technology and a commitment to lifelong learning, Natalia has consistently turned challenges into opportunities, advancing through key roles in networking and unified communications. Her journey reflects not only technical excellence but also a deep-seated belief in collaboration, mentorship, and resilience. Supported by a strong network of peers and leaders, Natalia has become a respected and trusted voice in IT infrastructure, known for her ability to lead with clarity, empathy, and strategic vision. Today, she draws on a wealth of hands-on experience and leadership insight to inspire others, sharing lessons from a career shaped by adaptability, relationship-building, and the courage to step outside of her comfort zone. Natalia's story serves as a powerful example of how determination and curiosity can drive meaningful, long-term success in the ever-evolving world of technology.

Cisco

Dan Mathews is a strategist and architect responsible for Cisco’s Global Collaboration roadmap and vision, with 25 years of experience in the Customer Engagement industry. Since joining Cisco in 2009, he has been responsible for aligning Cisco’s Collaboration portfolio with disruptive industry trends and customer-specific business drivers. In addition, Dan is frequently sought out by Cisco clients to provide guidance around the development of their collaboration strategies and roadmaps. Dan holds significant expertise in the design and deployment of Collaboration focused data solutions, predictive analytics, and large language models. Prior accountabilities include 10 years with Avaya’s Global Strategic Solutions group, where he was a domain expert in the design and deployment of IP contact centers and the suite of reporting and analytic solutions that supported the adoption of the Flatten, Consolidate, and Extend (FCE) contact center model. Dan also was a principal at Denver based Centerpoint Solutions, which delivered custom reporting and analytics solutions for the Avaya contact center portfolio. He holds a B.S. in Computer Science from Loyola University and advanced Microsoft, Java, and Cisco certifications. Beyond collaboration technologies, Dan’s other activities include the preservation and restoration of coral reef environments throughout the world. As a member of the John G. Shedd Aquarium Council, SECORE, and Coral Restoration Foundation, Dan specializes in aquaculture techniques for captive breeding of coral on the IUCN Red List of Threatened Species. Through his work, Dan has shown how AI and the cloud can help to track and protect the spawning events of endangered coral colonies. Dan is also an avid beekeeper and cares for a small apiary during his time away from technology. He resides in Long Grove Illinois, USA, with his wife Magdalena and two children Olivia (18) and Philip (14).

Cisco

David Jennings is a global leader in Customer Experience (CX) Solutions and Agentic AI at Cisco. With over 15 years of experience in the industry, David works closely with enterprise clients to bridge strategy and execution—ensuring that Cisco’s cutting-edge technologies align seamlessly with each customer’s existing ecosystem and business priorities. A thought leader in Agentic AI, David is passionate about the transformative power of intelligent, autonomous agents and their potential to redefine how enterprises interact with their customers. His mission is to help organizations harness these innovations in ways that deliver tangible value—enhancing efficiency, personalization, and trust at every touchpoint. David regularly speaks at global events, sharing insights on the evolution of CX, the role of AI in enterprise transformation, and practical strategies for innovation.

Cisco

Sara is a Business Development Manager with the Global Collaboration SE Team. She specializes in analyzing the key differentiators that set Cisco above the competition. Sara has been with Cisco for more than 4 years and the partner community for 14 years.

Roundtable

Partner

SEP 30 2:20 PM – 3:00 PM PT

Level up: From programs to profit with Cisco 360.

Partner: Practice Sessions

Discover how to fully leverage Cisco's current partner programs to drive growth and success, while getting an exclusive preview of the game-changing Cisco 360 program launching in February. This session will equip you with strategies to maximize today's opportunities and prepare for the next evolution in partner enablement. Don't miss the chance to stay ahead and capitalize on what's coming next!

Speakers

Cisco

Brett Harrison leads Go-to-Market Strategy for Cisco’s Global Collaboration Partner Sales organization. He is responsible for unifying Cisco’s partner motion across UCaaS, Contact Center, and Devices, working cross-functionally to accelerate adoption of Cisco Collaboration solutions through innovative enablement, demand generation, and investment strategies. Brett partners closely with Cisco business units, distributors, and resellers to grow Cisco’s $4B+ Collaboration business. He also leads the evolution of Cisco’s partner programs—including VIP, LCI, and Cisco 360—and oversees readiness for global launches across architectures. An 18-year Cisco veteran, Brett has held leadership roles in the Cisco Meraki Channels organization and Americas Distribution. He holds a Master’s in Information and Communication Sciences and a Bachelor’s in Multimedia Production from Ball State University. Based in Indianapolis, Brett is a private pilot who enjoys traveling and cooking with his wife and four children.

Cisco

Sarah Meegan is the powerhouse Global Lead for Collaboration Partner Programs, renowned for igniting partner sales, unlocking high-impact investments, and inspiring the next generation of industry leaders. With over 15 years at the forefront of technology, Sarah has a proven track record of architecting bold, results-driven strategies that propel partners to new heights of growth and profitability. A trailblazer and sought-after influencer, Sarah thrives on building vibrant partner ecosystems and championing breakthrough programs that turn vision into value. Her unique blend of creativity—shaped by transformative roles in both the technology and entertainment industries—fuels her ability to disrupt traditional models and accelerate go-to-market innovation. Sarah’s relentless drive ensures partners are not just supported, but fully empowered to lead in dynamic, fast-changing markets. With deep expertise across the channel, including hands-on experience in distribution and partner organizations, Sarah is known for her fearless approach to navigating complexity and her knack for transforming insights into winning, outcome-based strategies. She is a magnetic leader, trusted advisor, and passionate advocate for investing in partner success. Dedicated to building a more inclusive industry, Sarah proudly serves on the Americas board for Women of Cisco, advancing diversity and championing the next wave of leaders. Based on the East Coast, Sarah brings her signature energy home, embracing every adventure with her two lively boys. Whether she’s racing to a practice, exploring new destinations, or diving into a new book, Sarah brings the same excitement and commitment to life as she does to her work.

Partner

Suite

Breakout

SEP 30 2:30 PM – 3:00 PM PT

The AI-first mindset: How to build an intelligent front door that leads to CX excellence.

Embrace proactive journeys + AI agents to create more engaging conversations.

What if you could resolve customer inquiries before they ever reach a human? Explore how leading brands are adopting an AI-first mindset to create an intelligent front door for customer engagement. By combining proactive communications and Webex AI Agents, businesses are addressing customer inquiries proactively, offering 24/7 self-service, and empowering customers to take action before human escalation is needed. This approach not only resolves issues faster but also frees up agents to focus on more complex, high-value interactions that require empathy and expertise. Learn real-world strategies for implementing proactive, contextually relevant engagement that improves customer satisfaction while optimizing your workforce.

Speakers

AccentCare

Sonu Singh is the AVP of Infrastructure Architecture & Engineering at AccentCare, where he leads digital transformation in unified communications and AI in post-acute care. With over 20 years of experience in healthcare IT, he specializes in designing secure, HIPAA-compliant solutions, modernizing telephony with Cisco Webex, deploying cloud contact centers, and integrating AI agents to automate critical workflows. Recently, Sonu collaborated with clinical and operations teams to incorporate Webex AI into AccentCare’s after-hours answering service, allowing virtual assistants to triage calls, generate real-time transcripts, and escalate urgent patient issues.

Cisco

Paula Goldrich is a dynamic Product Marketing Leader for Webex Customer Experience Solutions, recognized for her inquisitive nature and passion for storytelling. With over a decade of experience spanning CPaaS, CCaaS, UCaaS, and retail operations, Paula brings a distinctive perspective on customer needs, stakeholder priorities, and market trends. She excels at elevating the Webex Customer Experience portfolio, launching innovative products and features, and navigating the rapidly evolving customer experience landscape. Paula's unique background empowers her to connect with diverse audiences and drive impactful results. Paula holds a B.S. in Marketing and a B.A. in Psychology from Rutgers University. She currently resides in New Jersey.

Cisco

David Jennings is a global leader in Customer Experience (CX) Solutions and Agentic AI at Cisco. With over 15 years of experience in the industry, David works closely with enterprise clients to bridge strategy and execution—ensuring that Cisco’s cutting-edge technologies align seamlessly with each customer’s existing ecosystem and business priorities. A thought leader in Agentic AI, David is passionate about the transformative power of intelligent, autonomous agents and their potential to redefine how enterprises interact with their customers. His mission is to help organizations harness these innovations in ways that deliver tangible value—enhancing efficiency, personalization, and trust at every touchpoint. David regularly speaks at global events, sharing insights on the evolution of CX, the role of AI in enterprise transformation, and practical strategies for innovation.

Breakout

Customer Experience

AI

CPaaS

Breakout

SEP 30 2:30 PM – 3:00 PM PT

Webex Suite: The versatile solution designed for any industry, and every workstyle.

An in-depth, real-world discussion.

How can organizations create flexible collaboration solutions that work across industries and workstyles? In this session, we’ll explore Webex Suite’s powerful tools for improving team productivity, simplifying workflows, and supporting modern work. From AI-powered enhancements to secure communication and scalable collaboration features, Webex is designed to meet the needs of any workplace. You’ll hear how customers have successfully leveraged Webex to tackle their unique challenges, improve employee engagement, and achieve measurable outcomes.

Breakout

Employee Experience

AI

Suite

Calling

Platform/Architecture

Control Hub

Quick Takes

SEP 30 2:45 PM – 3:05 PM PT

AI Receptionist for Webex Calling: Let AI handle the front desk.

How AI takes care of the busy work, so your team can focus on meaningful customer interactions.

What if your team could offload repetitive tasks and focus on what truly matters—your customers? AI Receptionist for Webex Calling lightens the load by managing routine tasks like call routing and FAQs. This innovative solution empowers staff in local and regional offices to dedicate their time to high-value customer interactions. Walk away with actionable insights on using AI to elevate your team’s impact and enhance customer experiences.

Speakers

Cisco

Aishwarya is a product manager at Cisco within the Collaboration AI team leading foundational AI services that power Webex's highly impactful AI features across Meetings, Messaging, Contact Center, and Calling.

Cisco

Sonu Arora is Senior Director of Product for Webex Calling at Cisco, where she leads product management for one of the world’s most widely used calling platform. With over 20 years of experience spanning engineering and product leadership, Sonu has helped shape collaboration technologies at both Cisco and Microsoft — including contributions to Skype, Microsoft Teams, and Azure Infrastructure. She’s passionate about building products that connect people, simplify work, and scale globally. Sonu brings a unique blend of technical depth and customer-first thinking to every conversation. Sonu resides in Seattle area with her husand and two daughters.

Cisco

Brodie currently leads design for Webex Calling, covering both on-premises and cloud solutions within the Webex application. With a passion for intuitive design and seamless user experiences, he and his team continually seek opportunities to enhance traditional calling workflows and bring them into the modern era of communication.

Quick Takes

Employee Experience

AI

Suite

Calling

Partner

SEP 30 3:15 PM – 4:15 PM PT

Beyond the features: Technical selling of Webex with the power of personas.

Partner: Technical Training Class

Tired of generic sales pitches? This session provides a practical, data-driven guide to persona-based selling for Webex collaboration solutions. We'll explore real-world examples of how to identify and profile key user personas, such as healthcare workers, retail employees, and educators. Learn how to leverage tools to extract meaningful customer data, enabling tailored discussions that resonate with your target audience, moving beyond a generic approach. Discover how to map these personas to specific Webex Calling, Messaging, and Meetings capabilities to create compelling solutions that address their unique challenges and drive business outcomes. Get ready to transform your sales conversations and close more deals!

Speakers

Cisco

Justin Jordan has been at Cisco for almost 15 years in many different roles. Currently he is a Senior Product Manager inside the Business Unit covering Cisco's Webex Suite applications. Justin enjoys spending time with our partners and customers and you have probably had a chance to see him present on many different webinars, Webex One's, and Cisco Live's. Justin's passion is Collaboration, and he loves showing the great things that Cisco brings to the market for our customers. Justin lives in the Texas Hill Country with his wife and pug Winston. He enjoys Flying, Golf, and legacy arcading.

Cisco

Mark Giang is a Solutions Engineer in Cisco Global Collaboration Partner Sales organization. With a focus on partner global Go-to-Market strategies, Mark Giang leverages extensive expertise to drive collaboration and innovation. Over the past 13 years at Cisco, Mark Giang has built a robust career, initially starting as a Systems Engineer covering Service Provider routing and optical technologies, and for the last 6 years, specializing in Collaborations. Mark Giang deep technical knowledge and strategic insight is an asset to the team and a key contributor to Cisco success in the global market.

Partner

AI

Suite

Breakout

SEP 30 3:15 PM – 3:45 PM PT

AI and data: The dynamic duo to transform CX.

Reimagining customer experience with AI-powered journey insights.

To truly personalize customer experiences, you need more than just isolated insights—you need a connected view of the entire journey. This session explores how to create a holistic view of the customer journey from the start, using data, AI, and intelligent routing to shape meaningful, relevant interactions at every touchpoint.  \n\nLearn how Webex’s Customer Journey Data Services and CX portfolio work together to integrate journey data, analytics, and AI-driven decisioning into one unified layer of intelligence. Discover how leading organizations are leveraging this foundation to drive personalization at scale, improve customer outcomes, and influence key business decisions that fuel growth.

Speakers

Cisco

Manali Dongre is a product leader at Cisco, where she heads the team driving Agent, Supervisor, and Analyzer Experiences for Webex Contact Center within Cisco’s Collaboration Group. A passionate advocate for inclusive design, she also leads Accessibility and Inclusivity initiatives across the Collaboration portfolio, ensuring Cisco’s products are usable by all. Since joining Cisco in 2020, Manali has been at the forefront of delivering innovative, user-centered experiences that enhance productivity and collaboration. She lives in Mumbai, India with her husband and their cat, Izzy.

Breakout

Customer Experience

AI

Contact Center

CPaaS

Platform/Architecture

Breakout

SEP 30 3:15 PM – 3:45 PM PT

Webex Calling: AI-powered, mission-critical communication for any deployment.

What it takes to deliver smarter calling across the organization.

How can businesses deliver seamless, reliable communication across regions, platforms, and teams? This session explores how Webex Calling enables AI-powered, mission-critical communication for any deployment—cloud, on-premises, or hybrid. \n\nLearn how features like AI receptionist, Webex Calling Customer Assist, AI Assistant in Calling and AI-driven noise removal improve call quality and increase efficiency. See how organizations can make a smooth migration to cloud Webex Calling including insights from a customer on how they simplified operations and scaled communication across regions.

Speakers

Yale University

With over 20 years of experience in telecommunications, Greg has focused on improving communication solutions within the healthcare and higher education sectors, including a distinctive contract in Antarctica. He currently oversees voice and contact center services for more than 25,000 users at Yale University, where he has effectively transitioned thousands of users to the Webex Calling platform. His leadership in Cloud Calling was recognized with the 2024 WebexOne award.

Cisco

Amey leads Product Management for Cisco Calling including cloud Calling, on-premise Unified Communications Manager (UCM) and Broadworks. Cisco calling is an easy to use, mobile integrated, enterprise grade, innovative calling phone system that is easy to setup and manage for IT admins, with best-in-class security & global availability. He is passionate about innovation and evolving the calling experience from hearing, to seeing, to doing; empowering people to have a richer calling experience with Webex and leveraging cloud capabilities for the new era of hybrid work. Prior to Cisco, Amey built Microsoft Teams calling and meetings from ground up and grew Teams adoption to millions of users. He also led Product management for Microsoft's Azure cloud IaaS/PaaS services across different verticals segments including sovereign clouds and government verticals. He has extensive experience working at large companies as well as startups, building innovative products and bringing them to market. Amey brings more than 25 years of experience in areas such as product management, design, cloud engineering in productivity software at Microsoft Office, natural language processing, machine learning with search and NUI experiences, hardware integration for audio and video and analytics. He has developed 20 patents over his career. Amey has a B.Tech from Indian Institute of Technology, Bombay and a Masters from North Carolina State University. He lives in Seattle with his family and enjoys outdoor activities such as hiking and kayaking in his free time.

Cisco

Teney is a Product Marketing Manager in the Webex Calling team. He has spent much of his career in the unified communications industry during the transition from on-premises to the cloud.

Teney received undergraduate and MBA degrees in Marketing from Santa Clara University. He lives in Honolulu, Hawaii.

Brink’s Inc

With over 30 years of experience in voice technology, I’ve had the opportunity to grow alongside the evolution of enterprise communications—starting with Nortel, moving through Cisco Unified Communications Manager (UCM), and now leading the transition to Webex Calling. As the Senior Voice Engineer at Brink’s Inc., I recently oversaw the successful migration of over 190 U.S. locations to Webex Calling without service interruption, while also streamlining operations across Canada, LATAM, and other global regions. Outside of work, I’m a proud family man with six children and 16 grandchildren. Balancing a large family and a fast-paced career has taught me the value of communication, resilience, and adaptability—skills that have served me well throughout this journey in voice transformation.

Breakout

Employee Experience

AI

Devices

Quick Takes

SEP 30 3:15 PM – 3:35 PM PT

Sustainable innovation: The art and science behind great product design.

Creating user-friendly products with a lighter environmental footprint.

What defines great product design in the world of collaboration? At Cisco, it’s about crafting tools that empower users and enhance experiences. This session dives into how Cisco balances innovation, usability, and sustainability in product design, from collaboration devices to software. \n\nDiscover how strategic design decisions around user interface design, material choices, energy efficiency, and product lifecycles are shaping a new standard for collaboration tools. Gain insights into the art and science behind creating smarter, greener solutions that help teams work better while contributing to a more sustainable future.

Quick Takes

Technical Training Class

SEP 30 3:30 PM – 5:00 PM PT

TRAINING PASS REQUIRED

Envisioning the future Control Hub: A design workshop for admin success.

Training Class: Foundation

Join the Webex Design team for an interactive workshop dedicated to shaping the next evolution of Control Hub for IT admins. In this highly collaborative session, design leaders and admins will work side by side to envision new possibilities, share experiences, and identify the tools and insights that matter most for admin success. Through guided discussions and interactive activities, you’ll have the opportunity to voice your challenges, contribute your ideas, and help prioritize features that support actionable insights, efficient workflows, automation, and robust security—empowering you to manage access and roles with greater confidence while ensuring secure, rapid deployments.

Your input will directly influence the Control Hub roadmap, ensuring future enhancements truly reflect the needs and priorities of the admin community.

CE Credits: 1

Speakers

Cisco

Kristin Harvey is Director of Product Design and leads the Webex Control Hub design team. With over 20 years of experience spanning non-profits, finance, and technology, she brings a sharp eye for authentic, human-centered experiences that transform how people connect and work. Known for turning frustrations into opportunity, Kristin uses strategic pivots to drive lasting impact. She’s passionate about connecting teams across disciplines, building trust with customers, and shaping design at scale.

Cisco

Mina Yoo is an accomplished product design leader with over 15 years of experience in the technology industry, including more than seven years designing Webex products. As the driving force behind user experience for Control Hub over the past five years, Mina has been dedicated to delivering a seamless "Single Pane of Glass" for Webex administrators. Her expertise extends to spearheading the development of next-generation analytics and insight tools powered by AI, shaping innovative solutions at the forefront of Silicon Valley.

Technical Training Class

SEP 30 3:30 PM – 5:30 PM PT

TRAINING PASS REQUIRED

In-depth overview of the latest innovations in Webex for Government.

Training Class: Intermediate

Join us for an in-depth overview of the latest innovations in Webex for Government. This session will explore key updates across the platform, including the Webex Suite Meeting Platform (WSMP).

We’ll introduce Slido for Government, now part of the Webex experience, and demonstrate how it boosts audience engagement through interactive Q&A, polls, and more.

We'll also highlight exciting new capabilities in cloud calling and customer assist, designed to elevate collaboration and support.

Additionally, we’ll unveil a new platform-wide update launching simultaneously in both commercial and government environments bringing critical functionality to your meetings and events.

CE Credits: 2

Speakers

Cisco

As a dedicated Customer Success Manager for Webex, I support both commercial clients and government agencies, ensuring seamless collaboration experiences across diverse environments. With deep expertise in Webex’s comprehensive suite—including calling, messaging, meeting and Slido. I help organizations leverage the power of Webex to enhance productivity, security, and user engagement. Passionate about driving adoption and customer satisfaction. I play a key role in enabling customers to unlock the full potential of Webex solutions tailored to their unique needs, including the specialized requirements of Webex for Government. I look forward to sharing insights on delivering secure, scalable, and intelligent collaboration experiences that empower teams to work smarter and more connected.

Cisco

Chris is a Delivery Architect with the Cisco Customer Experience team supporting the DoD Market. Chris specializes in designing and delivering complex technology solutions that drive business outcomes for his customers, with a deep background in Cisco's portfolio-including Security, Networking, Collaboration and Webex for Government. He works closely with stakeholders to understand their requirements and architect scalable, secure, and efficient solutions while overseeing the end-to-end delivery process, providing technical leadership and ensuring projects are executed to Cisco's high standards. Chris began his career in the United States Marine Corps, where he provided essential IT services while deployed. He then transitioned to a role as a Department of Defense contractor, supporting the Marine Corps' core network infrastructure. In 2013, Chris joined Cisco as a Technical Leader, serving as an on-site consultant to some of the most critical DoD and U.S. Federal agencies.

Cisco

Wes is an established solutions engineer with over 25 years of technical experience in the collaboration industry. He has spent the last 15 years with Cisco, providing creative solutions for government and education customers. He is a multi year Cisco Live distinguished speaker and enjoys being able to interact with customers at events like Cisco Live and Webex One. In his spare time he is an active father to two boys, baseball coach, pontoon captain and amature radio operator.

Technical Training Class

Customer Experience

Employee Experience

AI

Suite

Quick Takes

SEP 30 3:45 PM – 4:05 PM PT

Tools to enhance your workspace.

Cisco phones and headsets purpose-built for seamless communication and productivity.

Modern work demands tools that adapt to any environment. Cisco phones, headsets and peripherals deliver exceptional audio and video quality, comfort, and functionality, empowering teams to stay connected and productive from anywhere. From noise cancellation to intuitive controls, these purpose-built devices—including the Desk Phone 9800 Series—integrate seamlessly with Cisco platforms for effortless collaboration. Learn how these tools deliver enhanced audio, security, and a modern user experience, helping professionals stay focused anywhere they work.

Speakers

Cisco

Ashley Prettyman is a Product Manager Lead in Cisco Collaboration Devices, specializing in driving innovative products through their full lifecycle—from initial concept, development, market launch, and ongoing feature enhancement. With over 13 years of experience in new product development, Ashley brings a broad expertise spanning product portfolio management, hardware and software development, vendor relations, product marketing, supply chain operations, and partner and customer engagements.

Before joining Cisco, Ashley worked at a global oil and gas company in supply chain and portfolio management providing valuable experiences across industries. She holds a bachelor’s degree in Industrial Distribution from Texas A&M University. Outside of work, she enjoys exploring diverse cultures and cuisines through traveling and maintains an active lifestyle playing soccer and pickleball.

Cisco

John Reeder, Vice President of Product Management in Cisco’s Devices Technology Group, John leads product, strategy and innovation for the company’s headsets, business phones, and video phone portfolio. With nearly 20 years of experience spanning data networking, cybersecurity, and unified communications, John brings deep expertise across devices, mobility solutions, AI, cloud platforms, and product strategy. Prior to his current role, he played a pivotal part in advancing soft clients and mobility solutions for both enterprise and service provider markets. His extensive global background in designing, implementing, and optimizing collaboration solutions provides, with a nuanced understanding of the evolving challenges and opportunities facing today’s businesses.

Quick Takes

Employee Experience

Calling

Devices

Roundtable

SEP 30 3:45 PM – 5:00 PM PT

Personalized journeys, connected experiences, and omnichannel excellence in retail & travel.

Join industry leaders to explore how retail and travel organizations deliver personalized journeys, connected experiences, and true omnichannel excellence. Discuss best practices for leveraging AI, data, digital platforms, and advanced communication tools to meet rising customer expectations, build loyalty, and drive operational success. This roundtable will include strategies for empowering teams and integrating systems in an ever-evolving marketplace.

Speakers

Cisco

Chris Palermo is a Global Specialist at Cisco Systems, specializing in enterprise collaboration, smart and sustainable workspaces, and the evolving challenges of hybrid work. In his role, Chris helps shape sales strategies and go-to-market initiatives, collaborating closely with product development, product marketing, Cisco customers, and partners to drive innovation and adoption in these critical areas. A passionate social media evangelist, Chris has been recognized as one of the Top-50 Unified Communications Influencers, known for sharing insights on topics such as enterprise collaboration, hybrid work, the future of work, artificial intelligence, workplace transformation, and workforce experience. He has also been honored as a LinkedIn Top Voice for his thought leadership in both workplace design and sales presentations. Chris is a frequent and engaging presenter, sharing his expertise on these various topics at Cisco conferences and industry events worldwide.

Carnival Cruise Line

Working with Senior Management to oversee new and existing software for the contact center. This includes proof of concept, review of business requirements, testing, and deploying software to production. Skilled in Requirement Analysis, testing, working with Technical teams, Sales, and Customer Service. Managing applications to include Siebel, Webex Connect, Oracle Service Cloud, Eloqua, Medallia and CTI integration. My goals are to ensure the business is meeting KPI's for Sales and Service with the applications that further our progress.

Roundtable

Breakout

SEP 30 4:00 PM – 4:30 PM PT

Modernizing your on-prem contact center.

A practical path to AI, digital channels, and the cloud.

While cloud-based contact centers offer agility and innovation, many enterprises still require the control, security, and reliability of on-premises solutions. Cisco understands that digital transformation isn’t one-size-fits-all. That’s why we offer a hybrid cloud approach -— blending modern capabilities like AI and digital channels with the infrastructure you already trust. In this session, learn how to modernize at your pace, preserve your investments, and leverage the best of the cloud to meet evolving customer expectations.

Speakers

Cisco

Willem Evert Nijenhuis has been with Cisco’s Contact Center solution for 24 years and is a veteran in the contact center industry for 30 years. He is senior Director of Product Management for Cisco’s contact center solutions. He was part of the original team that introduced the first IP contact center solution, joining Cisco from the Geotel acquisition in 1999. From 2021 onwards he was Vice-President of product management at Genesys, before returning to Cisco in early 2023. Before joining Cisco in 1999, he was with AT&T-Unisource (now part of BT) in Europe, where he led the introduction of the Cisco hosted contact center solutions as part of their international call center service. Before that he held a number of positions in KPN Telecom (the Netherlands incumbent carrier), in research, consultancy, marketing and sales within KPN’s call centre business unit. Mr. Nijenhuis has a MS degree in theoretical computer science and a MA in general linguistics.

Cisco

Zack Taylor is the Director of Strategic Communications for Cisco’s Contact Center Business Unit. In this role, he is responsible for planning, development, and communication the unit’s business-relevant solutions to key internal and external constituents. He is a published author on numerous Call Center technologies and has appeared on National Public Radio, discussing the value of technology in supporting customer relationships. Taylor is a featured Cisco blogger and his posts can be found at http://blogs.cisco.com/author/zacktaylor He has participated in programs at The London School of Business and University of Michigan’s Executive Education Program. He is also a Satmetrix-certified Net Promoter® practitioner and a Certified Customer Experience Professional (CCXP). He is a frequent speaker in the Call Center and Collaboration marketplace at industry and customer events, and currently has authored seven approved and two pending US patents and four European patents on call center innovations. He resides in Bedminster, New Jersey, USA.

Breakout

Customer Experience

AI

Contact Center

CPaaS

Breakout

SEP 30 4:00 PM – 4:30 PM PT

Every workspace deserves the right device.

Discover key takeaways from industry experts. BYOD, purpose-built appliances, or both? Hear what experts say about making smarter device decisions.

Choosing the right collaboration devices can be challenging.. In this session, hear from industry analysts as they share insights and best practices for evaluating collaboration technologies. Learn what to look for in devices that meet the needs of modern, hybrid workplaces, from compatibility and scalability to user experience and support.

Speakers

Conagra

Jeff Heldt is a dedicated solutions architect focused on video collaboration. Passionate about designing and delivering modern, contemporary workspaces that provide a rich user experience across multiple conferencing platforms and facilitate a highly productive, hybrid collaboration. With nearly 30 years of IT industry experience, Jeff has a 25-year career at Conagra Brands, a major food company with a rich heritage of making great food and iconic brands for over 100 years. Since 2012, Jeff has been instrumental in designing and delivering collaboration technology solutions to Conagra Brands’ knowledge workers in six major locations across North America. Starting with a handful of TelePresence rooms and the Webex meeting platform, Conagra’s capabilities have now grown to over 250+ Room Series video conferencing workspaces, ranging from personal endpoints and huddle-room systems to large-capacity, multi-screen meeting rooms. Leveraging Cisco’s cloud-based video platform for device and workspace registration, management, and analytics, Jeff is able to provide Conagra Brands a spectrum of video collaboration solutions—from turn-key conference rooms to custom-integrated training rooms and 150-seat auditorium for hybrid training and townhall webcasting events.

Cisco

Agustin Vargas is the Product Manager for Bars and Kits in Cisco Collaboration, where he brings deep expertise in driving end-to-end product development. With a strong track record leading flagship products like the Cisco EQX, EQ, and Board Pro, Agustin thrives at the intersection of technology, design, user research, and supply chain—transforming complex, multidisciplinary challenges into seamless customer experiences.

Guided by a relentless curiosity, Agustin is passionate about uncovering the behaviors and unmet needs that inspire impactful innovation. His approach blends strategic insight with hands-on execution, always focused on how technology can elegantly solve real-world problems.

Cisco

Andy currently serves as product marketing leader for our portfolio of video collaboration devices, including Cisco Room Bars and Kits, and Cisco Board Pro series. Andy has been a member of the collaboration product marketing team for over 12 years. Prior to his current role, he has held product marketing roles for a wide range of Cisco collaboration devices, and on-premises and cloud collaboration solutions. Andy has over 25 years’ experience supporting a range of diverse technologies in business management, marketing, product management, and engineering leadership roles with technology manufacturers, software development, and channel partner organizations. He has a Master of Engineering degree in Electrical and Electronic Engineering and a Diploma in Marketing from the Charted Institute of Marketing. Andy lives with his family in the UK, and enjoys listening to music, going to festivals and playing the guitar (not very well).

Breakout

Employee Experience

AI

Calling

Partner

SEP 30 4:30 PM – 5:30 PM PT

Expand your Wholesale Offer: AI-powered Customer Assist for BroadWorks and new innovations in Webex Calling

Partner: Technical Training Class

As customer expectations continue to rise and small and medium size businesses need to work smarter and not always harder, Cisco empowers Service Providers to deliver modern, intelligent support that transforms every customer interaction. In this technical session, you'll discover the architecture and essential components of Customer Assist for BroadWorks, including detailed guidance on provisioning numbers, configuring call flows, and optimizing collaboration.

We will also showcase exciting new additions coming soon to Webex Wholesale, including an in-depth look at SIP Trunking-covering its technical foundation and use cases-and an overview of the new AI Receptionist, with guidance on configuration, integration, and technical requirements. Plus, an update on improved 3rd party device support!

Bring your questions for our expert-led technical Q&A and leave equipped to deliver differentiated customer experiences and unlock new opportunities for your business.

Speakers

Cisco

A seasoned product development leader with extensive experience driving innovation and delivering impactful solutions. Known for a strategic approach to product lifecycle management and a strong focus on aligning technology with market needs, including advanced AI capabilities to enhance product intelligence and automation. Currently, the focus is on accelerating growth through partnerships within the competitive UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service) markets, with a particular emphasis on the SMB segment. This involves collaborating closely with partners to expand reach and enhance product offerings in these dynamic cloud communication spaces, leveraging deep technical expertise in cable, telco, and IT industries to address complex challenges and opportunities. Passionate about leveraging technology, including AI, to create value and foster business success, with a proven track record of leading teams to achieve ambitious goals in fast-paced, evolving industries. This blend of technical depth and strategic vision drives innovation and competitive advantage.

Cisco

Sachin is a Lead Solutions Engineer supporting our large Service Provider customers. He has over 20 years of experience in the collaboration industry, with expertise spanning Product Management, Marketing, and Pre-Sales roles. Sachin has played a key role in the launch and growth of the Webex Calling and Webex Contact Center platforms for our major Service Provider partners. Currently, he is collaborating with our CSP partners to leverage AI advancements to deliver enhanced value to mid-size enterprises and SMBs.

Partner

Customer Experience

Calling

Breakout

SEP 30 4:45 PM – 5:15 PM PT

Building connected journeys for frictionless customer experience.

Learn how to power a connected CX strategy through interoperability and orchestration.

As customer expectations rise and digital behaviors evolve, scaling seamless communication workflows and AI-driven self-service is more critical than ever. However, the challenge lies in orchestrating real-time, context-aware interactions across systems and channels—not in a lack of vision. Join this session to explore how Webex Customer Experience Solutions empower leaders to unify data, automate workflows, and connect touchpoints, transforming fragmented interactions into smart, scalable, and outcome-driven customer journeys.

Speakers

Cisco

Brian is responsible for driving the core platform development and innovation across the Webex CX Suite of products. With a background in CPaaS, he's previously lead the Webex Connect product and Messaging Gateways, enabling brands to leverage voice and digital channels to drive interaction. He focuses on enabling enterprises to build smarter experiences to engage with their customers and employees using AI, workflows and interactive messaging. Brian has 20+ years of product experience centered on delivering communications platforms that address the requirements of enterprise IT and developers. His work allows companies to create innovative customer experiences that take advantage of the unique nature of mobile communications.

Cisco

Stefan Zeidenberg helps lead CX strategy and innovation within Cisco’s Customer Experience Outcomes team, helping enterprise organizations modernize how they connect with customers through AI, automation, and digital channels. With over a decade of experience in conversational automation and conversational AI, Stefan is focused on driving intelligent front-door strategies that reduce friction, improve outcomes, and unlock new value across the customer journey. He works cross-functionally with customers, product, sales, and engineering to bring Cisco’s AI-powered solutions to life in the enterprise.

Valeris

Tommy Walker is a contact center and customer experience strategist at Valeris. He helps design and deliver innovative customer experience solutions to help life sciences companies deliver solutions that enhance patient lives. Tommy attended Miami University and began his career as a Marine Officer, where he achieved the rank of Captain. After leaving the Marine Corps, he obtained an MBA from NC State University and joined Valeris (then TrialCard) in 2010. Tommy brings more than a decade of experience with Cisco’s Collaboration product portfolio. In 2011, he was a part of the core project team responsible for the selection, implementation and launch of Unified CCE as the company's first contact center platform. Since then, he’s overseen migrations from Unified CCE to Webex CCE, and from Webex CCE to Webex Contact Center on a journey to leverage technology through AI to support the growing complexity of the life sciences market. Tommy is the proud father of Jack (17), Grady (15) and Ella (10) and devoted husband of more than 20 years to his wife Leigh. When he is not at a ballfield or in a gym watching one of his children compete, he enjoys Cleveland Guardians baseball, Carolina Hurricanes hockey, NC barbecue, bourbon and relaxing at the beach.

Breakout

Customer Experience

AI

Contact Center

CPaaS

Breakout

SEP 30 4:45 PM – 5:15 PM PT

Productivity at the desk.

Make personal experiences impactful and engaging for the moments that matter.

Which matters most at your desk: connection or productivity? In this session, explore how Cisco is redefining the personal desk experience to empower leaders and teams alike. Whether you need a stage to lead and build trust or are driving the most critical conversations to solve everyday challenges, your desk is the foundation for success. Learn how to transform personal desk spaces into hubs of productivity, creativity, and genuine connection. Walk away with actionable strategies to make every moment at your desk, a moment that matters.

Speakers

Kennedy Space Center

As the NASA’s Kennedy Space Center Visitor Complex IT Director, Pedro oversees the strategic technology of all the systems and network architecture. With a background in both networking and systems engineering, he ensures a seamless operation of the IT infrastructure. His extensive experience in graphic design, app, and web development empowers him to develop innovative tools tailored to streamline the business operation and deliver cutting-edge solutions. Through the creation of immersive interactive experiences, setting new standards for innovation in the hospitality industry. Pedro is passionate about bringing innovative and exciting technologies to the Kennedy Space Center Visitor Complex and enhance the guest experience.

Cisco

Marisa Rutti is a Product Marketing Manager at Cisco. With a passion for new technology, she enjoys discussing the value of collaboration devices and how they can create more productive experiences within the workplace. Over her 9 years at Cisco, she has contributed to industry and IoT solutions. Prior to joining Cisco, Marisa held positions within the high-tech partner community and start-ups, building expertise in storytelling, product, and digital marketing.

Simon Brough is a Business Development Manager at Cisco, where he focuses on shaping the future of work through innovative collaboration devices and workplace solutions. With more than 20 years of experience at Cisco in various roles, Simon brings a wealth of knowledge to his interactions with customers, partners, and product teams. He is passionate about leveraging technology to help teams connect, collaborate, and perform at their best.

Breakout

Employee Experience

AI

Suite

Devices

Platform/Architecture

Partner

OCT 1 7:30 AM – 8:30 AM PT

Breakfast Birds of a Feather (BoF): Customer Experience

Partner: Technical Training Class

Join Cisco Product Managers and Technical Marketing Engineers for an interactive discussion on Customer Experience. This informal session offers a chance to share insights, ask questions, and provide direct feedback on current and future CX innovations. Come connect, collaborate, and help shape the direction of our solutions.

Speakers

Cisco

Dr. Alexa Trifilo is a Director of Engineering at Cisco, leading global partner sales engineering for the Collaboration business. She drives technical strategy, channel readiness, and partner innovation across Webex, CPaaS, AI, and collaboration devices. Known for blending deep technical knowledge with a focus on customer success, she builds high-performing, inclusive teams and advocates for equitable hiring practices backed by her doctoral research on bias reduction in hiring. Alexa was named to CRN’s Women of the Channel in 2023 for her leadership and impact in the tech channel.

Cisco

Jim Josupait is a seasoned business development and technical solutions professional with over 15 years at Cisco Systems. As a Product Account Executive for Customer Experience, he specializes in partner sales enablement, onboarding for new specialization programs, and helping partners boost profitability. Jim also co-founded and co-hosts the successful Voice of Customer Experience webinar series. Previously, Jim held sales and engineering roles focused on Collaboration, providing technical leadership, comprehensive product demonstrations, and enablement sessions. He also helped plan and host the Cisco Collaboration Voice of the Engineer and Voice of the Account Manager series. Beyond his primary role, Jim is the co-founder and global lead of the Cisco Diabetes Network, an Employee Resource Group he established that now supports over 600 members worldwide. Jim holds an MBA in Marketing from DePaul University and a BS in Business Management from Purdue University. Outside of work, he is busy being an involved dad of 3 kids and goes to a lot of concerts in his spare time!

Partner

AI

Contact Center

Technical Training Class

OCT 1 11:00 AM – 1:00 PM PT

TRAINING PASS REQUIRED

Make the most of your Microsoft environment with the Webex Suite.

Training Class: Intermediate

This session provides participants with an understanding of how to integrate Microsoft tools with the components of the Webex Suite. We'll cover a variety of Microsoft tools, with a bigger emphasis on the Cisco Call for Microsoft Teams integration. You'll walk away with insights into:

Using Microsoft for productivity (25%)

• Webex App with Sharepoint and OneDrive integration

• Using Copilot with the Webex App

• Webex Events (no Microsoft integration)

• Slido integration with PowerPoint

Using Microsoft Teams for messaging and/or meetings (65%)

• Slido polling integration with Microsoft Teams meetings

• Vidcast integration with Microsoft Teams meetings

• Cisco Call for Microsoft Teams

Using Microsoft Teams for calling (10%)

• Microsoft Direct Routing via CUBE and Cisco UCM

• Cisco Phones and the Microsoft SIP Gateway

CE Credits: 2

Speakers

Cisco

Gabriele Innocenti is a Collaboration Solutions Engineer at Cisco, supporting the Commercial and SMB segments in Italy and Austria. Over the past six years, he has been part of the Cisco Collaboration organization, with a focus on helping customers and partners adopt Webex solutions to drive hybrid work, seamless collaboration, and business transformation. Gabriele works closely with sales teams and end users to design integrated experiences based on Webex, tailored to the needs of growing businesses, with a deep expertise in Webex Events and Webinars. Before joining Cisco, Gabriele studied at the University of Pisa, Technische Universität Berlin, and the Chinese University of Hong Kong. Outside of work, he is passionate about Lindy Hop dancing and the German language, and he enjoys spending time hiking around the globe.

Cisco

Sara is a Solutions Engineer focused on Collaboration interoperability and competition. She is part of the Global Collaboration Center of Excellence in Cisco, providing pre-sales support to the field, partners and customers worldwide. In the last years, she has been heavily involved in the Cisco Call for Microsoft Teams integration, and she is also an expert in video interoperability between Cisco devices and Microsoft Teams, Zoom and Google. She has participated in multiple Cisco Live and WebexOne events as a speaker and lab instructor, earning the Distinguished Instructor award this year. Sara joined Cisco 12 years ago after completing her BSc and MSc in Telecommunications Engineering in Madrid. In her free time, she enjoys dancing, travelling and tasting wine.

Technical Training Class

Employee Experience

Suite

Platform/Architecture

Technical Training Class

OCT 1 11:00 AM – 12:00 PM PT

TRAINING PASS REQUIRED

Deep-dive into Cisco Desk Series.

Training Class: Intermediate

This session features an in-depth review of the features, benefits, and technical distinctions between the devices within the Cisco Desk Series. We will discuss best practices and explore various usage and deployment scenarios to fit your needs. Join this session to learn how you can optimize Cisco Desk devices for your organization.

CE Credits: 2

Speakers

Cisco

Charlie Thorpe is a Technical Marketing Engineer within the Cisco Workplace Technology Group, specifically part of the Collaboration Technical Marketing Engineering (TME) team. His areas of expertise include Microsoft Teams Rooms, RoomOS, Desk Series, Sharing, and Webex Edge for Devices. Prior to this role, he held the position of Technical Solutions Architect within the EMEA Webex SE team, where he was responsible for Webex SaaS solutions such as Webex Messaging, Webex Meetings, Webex Calling, and Webex Hybrid Service and has been with Cisco since 2010. Prior to joining Cisco, he spent four years at Nortel as a Systems Engineer within the Enterprise Sales organisation, specialising in IP telephony, contact centres, and data networking. Before his tenure at Nortel, he had a 15-year career at BT.

Technical Training Class

Employee Experience

Devices

Technical Training Class

OCT 1 11:00 AM – 1:00 PM PT

TRAINING PASS REQUIRED

Webex data management, control, and loss prevention/protection.

Training Class: Intermediate

Webex empowers employees to connect and collaborate, both internally and externally. But in today’s digital world, how can you ensure that sensitive data is secure and protected from unauthorized access or loss? This session explores Webex data management and control options that can help safeguard your data, including:

Built-in data control and data retention capabilities
Webex APIs for monitoring and controlling data
Compliance platform integrations for data loss prevention/protection (DLP), eDiscovery, and archiving

Demonstrations with Webex as well as Cisco Cloudlock and Theta Lake compliance platforms integrations are used to illustrate the key data management and control concepts covered in this session.

CE Credits: 2

Speakers

Cisco

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

Technical Training Class

Employee Experience

Platform/Architecture

Technical Training Class

OCT 1 11:00 AM – 1:00 PM PT

TRAINING PASS REQUIRED

Agile management of Webex Calling: There's an API for that!

Training Class: Intermediate

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 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. A number of solutions for real world problems will be shared. The session assumes some experience with development using Python.

CE Credits: 3

Speakers

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.

Technical Training Class

Employee Experience

Calling

Technical Training Lab

OCT 1 11:00 AM – 3:00 PM PT

TRAINING PASS REQUIRED

Troubleshooting Webex Observability and Assurance with ThousandEyes, Splunk, and Meraki

Training Lab: Intermediate

In today's hybrid work environment, IT administrators must quickly resolve issues reported by end users. This lab will guide attendees in configuring ThousandEyes endpoint agents to monitor and troubleshoot Webex services, including Calling, Meetings, and devices. Participants will learn to install enterprise agents, create tests from custom templates, and leverage Meraki's integration with Control Hub for enhanced network path analysis. The session also covers using Splunk for data ingestion from Control Hub and ThousandEyes to build insightful dashboards.

Designed for administrators managing Webex deployments, this lab focuses on implementation and configuration of ThousandEyes, Meraki, and Splunk use cases for assurance and observability.

CE Credits: 4

Speakers

Cisco

Rafat is a seasoned Systems Architect at Cisco Systems, holding dual CCIE certifications in Voice and Collaboration technologies. With over 15 years of experience, he has been instrumental in designing and supporting solutions for diverse verticals, including large financial institutions, healthcare organizations, and Hyperscaler accounts. Rafat specializes in Cisco's collaboration portfolio, spanning both on-premises and cloud solutions, and brings a wealth of expertise in driving successful deployments and troubleshooting complex environments. Previously, he served as a Collaboration Architect in Cisco's Advanced Services team, where he helped customers optimize their collaboration ecosystems. Additionally, his tenure as a TAC engineer provided him with deep technical insights and hands-on experience in resolving critical customer issues.

Cisco

I have been working with Global Demo Engineering team over 10 years. Specialize in Collaborations demos both On-Prem and Webex.

Cisco

Kevin Ian Barrow is a Technical Marketing Engineering Leader within Cisco's Collaboration Technology Group Solutions Team, where he focuses on integrations with Cisco's collabaration product portfolio. With deep technical expertise and a strategic mindset, Kevin plays a key role in driving the adoption and integration of Cisco's collaboration technologies.

Technical Training Lab

Employee Experience

Platform/Architecture

Partner

OCT 1 11:15 AM – 12:15 PM PT

Empowering partners: Webex vision and awards celebration.

Partner: Practice Sessions

Join this exclusive session designed for channel partners to connect with Cisco executives. Gain valuable insights into our vision, strategic priorities, and the latest portfolio updates. Celebrate with us as we honor outstanding partners through the prestigious Webex Partner Awards. Please note, this session has limited capacity and is exclusively available to channel partners.

Speakers

Cisco

Anurag Dhingra serves as the Senior Vice President and General Manager of the Enterprise Connectivity and Collaboration Group. In this role, he manages a diverse portfolio encompassing industry-leading hardware, software, and SaaS products. From Meraki, Cisco Catalyst, and Industrial IoT networking, to ThousandEyes network assurance, to Cisco Collaboration, these products power the workplaces of the world's largest and most sophisticated organizations. In our digital and AI-first world, Anurag has been a pioneer in applying new technologies to build and deliver exceptional experiences for both customers and employees. He has been instrumental in shaping Cisco's AI strategy across its product offerings, and he has led his teams in delivering thousands of innovations to Future-Proof the Workplace. During his tenure with Cisco, Anurag has held several leadership roles in the Collaboration business, including Chief Technology and Product Officer where he led the entire Collaboration software business. He was also Vice President and Head of Engineering for Webex Meetings where he was responsible for delivering applications and services to power online meetings for millions of users worldwide. With over two decades of experience in the Communications, Collaboration, and SaaS industries, Anurag is accomplished at building high performance global teams and creating innovative, market leading products. Anurag takes pride in being a customer-focused leader, with a proven track record of strategic thinking and executing with a strong culture of innovation. Passionate about applying technology for good, Anurag serves on Cisco's Human Rights Advisory Council and was the founding executive sponsor of Cisco's Responsible AI Framework. He holds a bachelor’s degree in Electronics & Communications Engineering from National Institute of Technology, Kurukshetra, India.

Cisco

Aruna drives significant revenue growth and brand value through a powerful blend of technological expertise, data science acumen, strategic storytelling, and marketing innovation. An early adopter of marketing automation and AI, Aruna stays at the forefront of technological advancements, consistently leveraging them to disrupt competitive markets. Her leadership in SaaS marketing and enterprise technology and her vision for AI's role in shaping customer and employee experiences have made her a sought-after thought leader in the industry. Beyond her professional achievements, Aruna is a passionate advocate for women in technology and making the STEM fields more inclusive and accessible. Aruna has an MBA and MS in Computer Engineering from Santa Clara University and a BS in Computer Science from Bangalore Institute of Technology. She is an alumna of the CMO Leadership program at Kellogg Business School. She serves on Cal Polytechnic San Luis Obispo, Fast Company, Forbes Technology Council, and Vox Media boards.

Cisco

Snorre Kjesbu is Senior Vice President & General Manager of Collaboration Devices at Cisco. He is a global citizen leading a worldwide organization responsible for the collaboration devices business ranging from IP phones to immersive video systems. Snorre’s passion for design with over 20 years of engineering experience are at the core of his belief in always providing authentic user experiences. Prior to his return to Cisco, Snorre was Executive VP of Design, Creation and Fulfillment at BANG & OLUFSEN in Copenhagen. His résumé also includes SVP at Tandberg and being responsible for R&D on wireless communication at ABB.

He and his team at ABB were awarded the Wall Street Journal Innovation award for their work on wireless sensors in 2002. Snorre holds a Master of Science from the University of Bristol and has been a guest lecturer at the Stanford Network Research Center in Stanford University. He has obtained more than 20 patents in the areas of communications and video conferencing and is on the board of directors for several IT companies. When not working, Snorre can likely be seen on a pair of skis – whether on snow or water.

Cisco

Jay Patel is the Senior Vice President and General Manager of Cisco's Webex Customer Experience Solutions business, responsible for product development, engineering, operations and go-to-market. The Customer Experience portfolio brings together Contact Center and Communications Platform as a Service (CPaaS) capabilities, enhanced with AI technology, to deliver a seamless experience across the customer journey and improve how brands interact with their customers. Jay joined Cisco when IMImobile PLC was acquired in 2021. As an early founder and CEO, Jay led IMImobile’s growth from 80 to 800 employees and executed a successful IPO on the London Stock Exchange in 2014. Prior to IMImobile Jay co-founded Spark Ventures PLC, an early-stage venture capital firm, and held corporate finance roles at UBS Warburg and BSkyB. He qualified as a Chartered Accountant with KPMG. He holds an MBA from INSEAD and an Economics degree from the London School of Economics. Jay has served as both an executive and non-executive director on the boards of private and public companies and has led several investments and exits.

Cisco

Alexandra Zagury Vice President, Partner Performance & Experience Global Partner Sales Cisco Alexandra Zagury is a seasoned global sales leader known for her prowess in building and driving growth across diverse markets. With a career spanning continents, she has pioneered new business ventures, led multi-disciplinary sales teams, and forged strategic partnerships to deliver innovative technology solutions. Currently, Alexandra leads the Partner Performance & Experience organization which drives growth for Cisco by developing partner capabilities across technologies and radically simplifying the partner experience. Previously, Alexandra led the Cisco/Splunk Partner Integration Centre and was responsible for orchestrating the integration of Cisco's $28B acquisition into the partner sales organization. She also served as Vice President of Cisco's Partner Managed and as-a-Service Sales organization, where she built and spearheaded the $9B+ partner managed business for the pivot to cloud and as-a-service. Under her leadership, her team set industry benchmarks for the MSP operating model, driving meaningful outcomes for partners and customers. In prior roles at Cisco, Alexandra led sales transformation efforts and was the COO for the Global Specialist Sales organization, enhancing operational capabilities across 10 technology specializations. As Vice President of Global Collaboration Sales Organization (GCSO), she drove sales for Cisco's Collaboration portfolio and empowered global seller and partner communities. Additionally, as Managing Director, EMEAR Channel Sales, she fostered innovative strategic partnerships to drive sales across key routes-to-market. Before her tenure at Cisco, Alexandra held executive positions at BlackBerry and Yahoo, where she oversaw sales, product, and marketing responsibilities across EMEA, the UK, Africa, and Turkey. Fluent in multiple languages and a graduate of the London School of Economics and Political Science, Alexandra's career has been marked by her ability to deliver results across diverse international markets, driving customer experiences and business success with her visionary leadership.

Cisco

Kristyn Hogan leads Cisco’s Global Collaboration Partner Organization. Kristyn and her team are responsible for leading the strategy and execution across each of Cisco’s unique routes to market. Kristyn works closely with Cisco's regional partner organizations, Global Collaboration Sales Org (GCSO), business entities, and sales teams to accelerate partner adoption of Cisco Collaboration solutions, with a focus on delivering creative enablement, enticing demand generation offers, and rich partner profitability to drive growth across the $4.1B+ Collaboration business. Prior to this role, Kristyn led the Meraki Americas partner organization. Before her time at Meraki, she led collaboration partner sales within Cisco’s Americas Partner Organization (APO). Kristyn has been recognized on CRN’s Women of the Channel list for 2015-2024. She has a passion for developing Cisco’s future leaders, personally mentoring many individuals. Kristyn serves on the MD Anderson Cancer Center Advance Team Board along with the Executive Leadership Team for the American Heart Association Heart Ball.

Partner

Customer Experience

Employee Experience

AI

Suite

Calling

Devices

Contact Center

CPaaS

Platform/Architecture

Control Hub

Breakout

OCT 1 11:15 AM – 11:45 AM PT

Unlock exceptional value and ROI with Webex AI Agent.

See how customers are leveraging dynamic AI interactions to drive quicker customer resolutions.

Great service shouldn’t mean long wait times or overworked teams. That’s where Webex AI Agent comes in— helping customers get what they need, faster, while freeing up human agents for more meaningful, higher touch interactions. In this session, hear directly from a customer as they share how AI-powered automation transformed their support experience and unlocked measurable ROI— without replacing what already works. Discover the art of the possible with dynamic AI, and walk away with practical ideas to unlock measurable ROI in your own organization.

Speakers

Cisco

Abhiram leads the AI GTM function for the Customer Experience Business at Cisco. He is based out of Melbourne, Australia. Using AI in the CX space is his favourite domain. In his role, he works with early customers on thier CX transformation by leveraging AI and also helps define the strategy to make the broader Cisco customer and partner community be successful with Cisco's AI portfolio for their CX requirements. He has previously worked at Google and Uniphore in the same space.

Cisco

Elizabeth Marinou is a Product Marketing Manager at Cisco, specializing in Webex AI Agent. Her passion lies in translating complex AI technology into clear, relatable stories that connect with any audience, regardless of their technical expertise. With deep CX knowledge, Elizabeth helps organizations understand how AI can enhance existing processes to unlock real results, without disrupting what already works.

Breakout

Customer Experience

AI

Contact Center

CPaaS

Breakout

OCT 1 11:15 AM – 11:45 AM PT

Control Hub: The only dashboard you'll need to manage it all.

Secure and seamless management of all your workflows, in one place.

How can organizations simplify the management of their collaboration tools, devices and customer platforms? In this session, discover how Control Hub provides a single, secure dashboard to monitor, troubleshoot, and optimize workflows across both employee and customer experiences.  \n\nExplore key features like advanced analytics, proactive insights, and seamless integrations that improve operational efficiency and visibility. Learn strategies to create a more connected and effective ecosystem through smarter, centralized management. You'll also hear from Ed Reynolds, IT Manager from USI Insurance on how they are scaling their collaboration suite with Control Hub.

Speakers

USI Insurance

Ed Reynolds is an experienced IT Infrastructure Manager with a strong track record of leading enterprise-scale technology operations and infrastructure initiatives. With a focus on reliability, scalability, and security, Ed collaborates closely with cross-functional teams to ensure seamless IT service delivery and continuous improvement. Known for a hands-on leadership style and a deep understanding of core voice and Unified communications systems, Ed plays a key role in driving Collaboration technology across the enterprise. In 2023, USI was nominated for two Webex Customer Awards. In 2024, the team was honored at WebexOne with the Webex Customer Award for AI Innovator: Hybrid Work, recognizing their forward-thinking approach to infrastructure and collaboration technologies.

Cisco

Nirav is a Director of Product Management at Cisco, and manages a team responsible for Control Hub - the management platform for the Webex Collaboration suite of products. This encompasses the areas of partner and customer onboarding, user management, administration, licensing, and service provisioning across all the Webex GTM channels. Nirav joined Cisco as a product manager helping build and then successfully launching Cisco’s cloud-based instant messaging product, Webex Messenger/Jabber. He led the initial onboarding of several marquee early adopter customers onto the new product and grew it to 4.5 million users. Subsequently, Nirav led the building of a cloud-based service for automating the provisioning of Cisco’s entire collaboration portfolio of products. This resulted in reducing operational costs, while significantly improving customer satisfaction by cutting down of provisioning times by over 90% and a significant reduction in support cases. Nirav has over 20 years of experience in building enterprise software and has previously held product management positions at Oracle, and BEA Systems. He holds a bachelor’s degree in computer engineering from the University of Pune, and a MBA for San Jose State University.

Breakout

AI

Suite

Calling

Devices

Contact Center

CPaaS

Platform/Architecture

Control Hub

Roundtable

OCT 1 11:15 AM – 12:30 PM PT

Modern healthcare: Elevating patient experience, workforce empowerment, and care delivery. [Option 2]

Join healthcare leaders from across the industry to discuss how digital innovation, collaboration tools, and integrated solutions are shaping the future of care. Explore strategies for enhancing patient engagement with AI-driven insights, empowering professionals with flexible work models, and streamlining operations through intelligent automation. Discover how organizations are leveraging advanced analytics, AI agents, and connected platforms to improve accessibility, efficiency, and the overall human experience in modern healthcare. This interactive roundtable is your opportunity to share challenges, discover best practices, and connect with peers leading the transformation in modern healthcare.

Speakers

Centre for Addiction and Mental Health

Dan Harren is the Director of Digital Acceleration & Initiatives at the Centre for Addiction and Mental Health (CAMH) in Toronto, Ontario. In this role, he leads a portfolio of high impact, regional and pan Canadian projects designed to modernize CAMH’s digital infrastructure, drive rapid technology adoption and embed data driven solutions across clinical and operational settings not just within CAMH but outside our doors as well. Dan has led a number of large-scale IT projects including the migration of CAMH’s network and infrastructure to the cloud, migrating CAMH’s clinical EMR to the cloud, advanced integrated care initiatives to improve patients’ physical and mental health outcomes, and has been a key leader supporting the deployment of tools and technologies to embed Measurement Based Care at our hospital. Dan led the rollout of the technology stack required to deploy the 9 8 8 Suicide Crisis Hotline which is a national service serving Canadians in crisis via phone or text. Dan’s team has recently begun the work to build and deploy a pan-Canadian Integrated Youth Services (IYS) federated data platform which will serve Youth, Research, and Youth Services across Canada. Dan is passionate about leveraging emerging technologies to enhance access, quality and efficiency in mental health care.

Springfield Clinic

Coming soon

Cisco

With 25 years of experience in technology and 15 years specializing in collaboration and telecommunications, I have dedicated my career to helping a wide range of businesses transition their telephony systems to the cloud. My expertise spans working directly with end customers as well as partners, delivering value through education and product demonstrations. I am passionate about enabling organizations to leverage modern communication technologies to improve efficiency and connectivity.

Roundtable

Quick Takes

OCT 1 11:45 AM – 12:05 PM PT

Create future-ready workspaces with Cisco Workspace Designer.

Customizable templates, intelligent devices, and blueprints for every space and stakeholder.

AI is transforming how we work—enhancing collaboration, improving experiences, and boosting productivity. But are your spaces keeping up? Join this session to see how we help organizations: Accelerate workplace transformation with flexible, intelligent hardware solutions. De-risk workplace redesign and technology refresh initiatives. Deliver seamless experiences thorugh real-time room design validation and guided recommendations. Equip IT, HR, and Real Estate with ready-to-deploy workspace blueprints. Explore the latest innovations in Cisco Workspace Designer—including how to equip your workspaces with multi-camera scenarios, AV over IP room peripherals, and a range of desk collaboration devices.

Speakers

Cisco

Gyorgy is Product Marketing Lead for Cisco room devices, room accessories, and Workspace Designer. He's an experienced B2B marketer with expertise in driving success with product marketing, solutions marketing, and content strategy, from strategy to execution, at Fortune 500 companies (Cisco, IBM, Verint) and high-growth startups (Verba Technologies).

Quick Takes

Breakout

OCT 1 12:15 PM – 12:45 PM PT

Cisco and Microsoft: Enhancing productivity through powerful partnership.

See how to combine the power of both platforms.

How can organizations maximize productivity by integrating their collaboration tools? In this session, hear how Cisco and Microsoft work together to create seamless workflows, enhance communication, and improve team efficiency. Learn about the latest Cisco devices and Webex Suite integrations for Microsoft Teams. Discover how this powerful partnership enables businesses to combine the best of both platforms for better outcomes.

Speakers

Cisco

Cisco veteran of over 24 years focused in Cisco's collaboration portfolio. Currently the Director of the Sales Center of Excellence for Employee Experience which covers the full Webex Suite and Cisco Devices.

Lowes

Brady Freese Lead AV Engineer, Lowe’s Brady Freese is a 30-year veteran of the audiovisual industry, with experience ranging from live production and large-scale arenas to corporate offices and custom home installations. A former business owner and long-time AV contractor, Brady has held roles from lead installer to project manager before becoming Lead AV Engineer at Lowe’s in 2021. He spearheaded the redesign and completion of Lowe’s 24-story Tech Hub in Charlotte, delivered in 2022, and now leads AV modernization efforts in partnership with Cisco.

Breakout

AI

Suite

Calling

Devices

Contact Center

CPaaS

Platform/Architecture

Control Hub

Quick Takes

OCT 1 12:15 PM – 12:35 PM PT

Management made smarter: New tools in Control Hub.

Discover advanced ways to monitor and optimize AI.

AI is transforming collaboration, and managing it effectively is more important than ever. Control Hub introduces new tools that make it easier to monitor, manage, and optimize AI performance across your organization.

Speakers

Cisco

Nirav is a Director of Product Management at Cisco, and manages a team responsible for Control Hub - the management platform for the Webex Collaboration suite of products. This encompasses the areas of partner and customer onboarding, user management, administration, licensing, and service provisioning across all the Webex GTM channels. Nirav joined Cisco as a product manager helping build and then successfully launching Cisco’s cloud-based instant messaging product, Webex Messenger/Jabber. He led the initial onboarding of several marquee early adopter customers onto the new product and grew it to 4.5 million users. Subsequently, Nirav led the building of a cloud-based service for automating the provisioning of Cisco’s entire collaboration portfolio of products. This resulted in reducing operational costs, while significantly improving customer satisfaction by cutting down of provisioning times by over 90% and a significant reduction in support cases. Nirav has over 20 years of experience in building enterprise software and has previously held product management positions at Oracle, and BEA Systems. He holds a bachelor’s degree in computer engineering from the University of Pune, and a MBA for San Jose State University.

Cisco

Francis Kurupacheril is a seasoned technology executive and product strategist with over 27 years of experience delivering transformative AI and SaaS innovations across enterprise and consumer platforms. He currently serves as Director of Product Management at Cisco, where he leads the company’s GenAI and Language AI strategy for the Webex portfolio. At Cisco, Francis has architected and operationalized a multi-layered AI platform powering over 3.5 million meeting summaries and ~150 billion LLM tokens processed. He spearheads the development of foundational technologies—including Cisco’s LLM Proxy, Guardrails, Retrieval-Augmented Generation (RAG), AI Agent Framework, and enterprise-grade summarization systems—ensuring security, observability, and compliance with FedRAMP, IL6, and PSF standards. His initiatives around “Ultra-Secure AI” and agentic collaboration platforms are positioning Cisco as a trusted AI partner for government and regulated industries. An expert in LLM productization, Responsible AI, and agent-based architectures, Francis has scaled AI systems with multi-model support (OpenAI, Claude, Cisco-native models), achieving over 5x cost efficiency in key use cases. He has overseen delivery across AI-driven collaboration features, including real-time Vidcast personalization, semantic graph search, topic analytics, and multi-modal assistants—impacting revenue growth and daily productivity for millions of enterprise users. Prior to Cisco, Francis founded Piot Networks, an IoT platform company, and held senior product roles at Purple Communications, InFocus, Huawei, and ShoreTel. He began his career in software engineering with Alcatel and Cisco, building VoIP and communication systems. Francis holds an MBA in Finance & Strategy from Santa Clara University, an MS in Software Management from Carnegie Mellon University, and a BE in Computer Science & Engineering from the University of Madras. He is a named inventor on multiple AI/ML patents and is recognized for driving zero-to-one innovation at the intersection of product strategy, AI safety, and large-scale execution.

Quick Takes

Employee Experience

AI

Suite

Platform/Architecture

Control Hub

Breakout

OCT 1 12:15 PM – 12:45 PM PT

Built-in, not bolted-on: How Cisco sets the bar for secure collaboration.

Why an integrated approach to security is essential for protecting your organization’s most sensitive communications.

Security is at the core of everything Cisco creates. In this session, explore how Cisco delivers industry-leading protection with security built directly into Webex and Cisco Collaboration Devices. Unlike other vendors that rely on add-on solutions, Cisco takes a holistic approach to safeguarding your organization—ensuring data privacy, encrypted communication, and device integrity at every level.

Speakers

Cisco

Michael is Cisco’s Director of Product Management overseeing Collaboration Market Access, Webex Suite Security, Scheduling & Calendar Systems, and other Webex back-end services. With over a decade of experience in cloud solutions, Michael has been pivotal in leading key projects such as the OBTP “Green Join Button,” Video Integration for Microsoft Teams, and Zero Trust Security for Webex. Michael's career began at General Electric, where he led the Video Communications team, managing video conferencing, satellite, and internal cable television systems for GE Power Systems. He was also the first to implement an internal webcasting network at GE. Prior to his role at Cisco, Michael worked at TANDBERG for over 8 years, where he played a significant role in designing solutions and architectures for many key customers starting with US Southwest region, expanding to all of US, and later world-wide.

Breakout

AI

Devices

Contact Center

CPaaS

Platform/Architecture

Control Hub

Roundtable

OCT 1 12:45 PM – 2:00 PM PT

Enabling secure, resilient digital platforms for government services and citizen-centric experiences.

Join government technology and service leaders to explore how secure, resilient digital platforms are transforming government services and elevating citizen-centric experiences. Discuss practical strategies for accessibility, operational continuity, proactive engagement, and workforce enablement. This roundtable will focus on leveraging robust communication tools, intelligent automation, and integrated solutions to meet today’s expectations for trusted, seamless digital public services.

Speakers

City of Phoenix

Ian Trollope, Deputy CIO Enterprise Telecommunications Services for the City of Phoenix oversees the City's unified communications and contact center systems, the enterprise network, and layer-1 inside and outside plant infrastructure. He has provided innovative communications solutions to customers and residents for over 20 years. During the pandemic he led an effort to deploy over 300 video systems in a six week period to enable hybrid work for City of Phoenix employees.

Cisco

Michael is Cisco’s Director of Product Management overseeing Collaboration Market Access, Webex Suite Security, Scheduling & Calendar Systems, and other Webex back-end services. With over a decade of experience in cloud solutions, Michael has been pivotal in leading key projects such as the OBTP “Green Join Button,” Video Integration for Microsoft Teams, and Zero Trust Security for Webex. Michael's career began at General Electric, where he led the Video Communications team, managing video conferencing, satellite, and internal cable television systems for GE Power Systems. He was also the first to implement an internal webcasting network at GE. Prior to his role at Cisco, Michael worked at TANDBERG for over 8 years, where he played a significant role in designing solutions and architectures for many key customers starting with US Southwest region, expanding to all of US, and later world-wide.

Cisco

20+ years industry experience with video and collaboration technology Product manager and director for Cisco Video Devices (SX and MX Series, Room Kit Series) Strategy and technology partnership development for Cisco Video Devices Currently responsible for Business Development and GoToMarket strategies for Cisco Devices towards Public Sector and Development of Strategic partnership

County of Ventura California

I have 25 years serving the constituents of Ventura County. As Chief of Telecommunications for the County of Ventura one of my roles is to ensure my department is able to deliver reliable unified communications solutions that not only meet organizational strategic initiatives but also successfully solve ever changing business needs of the agencies we serve.

Cisco

Christina Dolan is a Senior Solutions Engineering Manager at Cisco, where she leads engineering strategies for the Americas Customer Experience Sales team. Bringing over 30 years of industry expertise, Christina excels at guiding engineering teams to support customer business transformation and to seize new opportunities driven by digital innovation. Since joining Cisco three decades ago, Christina has focused her career on Solutions Engineering, primarily in management roles dedicated to customer technology evangelization. Before her tenure at Cisco, she contributed to Australia’s Defense Science Technology Organization, working on research for an early warning system to detect Black Hawk helicopter gearbox failures. Christina possesses deep expertise in Cisco’s sales and engineering operations and is passionate about using strategic planning to help shape a better future. She holds a Bachelor of Engineering in Aeronautical Engineering from the Royal Melbourne Institute of Technology in Australia and an MBA from NC State's Poole College of Management.

State of Tennessee

Bobby Lindsey is a solutions-focused Senior IT Manager for Unified Communications and Collaboration with 20+ year history of delivering large-scale telecommunications projects and directing network operations. He is experienced in full lifecycle of collaboration and network solutions from installation through testing and support and leverages deep Cisco technology expertise with effective control of all project phases to ensure on-time and on-budget delivery.

Roundtable

Partner

OCT 1 1:00 PM – 2:30 PM PT

How AI Agents can redefine travel: Your virtual companion awaits!

Partner: Technical Training Lab

Buckle up and get ready to explore how AI is transforming the travel and hospitality industry! In this 90-minute interactive lab, you’ll step into the shoes of a travel tech innovator, leveraging Webex Contact Center and its AI capabilities to design the ultimate virtual travel assistant. Whether it’s helping customers book their dream vacations, recommending personalized itineraries, or answering questions about hotel amenities, this AI-powered agent is always ready to deliver first-class service. You’ll learn to configure, train, and deploy an AI agent capable of handling real-time customer interactions with ease and flair. This lab isn’t just technical—it’s also fun! From solving common traveler pain points (like “Where’s my confirmation email?”) to upselling premium perks, you’ll experience firsthand how AI can create seamless and memorable journeys for customers. Participants will receive access to a sandbox environment for hands-on activities, ensuring you leave with actionable insights and tools to implement AI-driven customer service solutions effectively. So, grab your laptop and your virtual boarding pass, and join us for this sandbox adventure. By the end of the session, you’ll have the skills to showcase the magic of AI-powered customer engagement—no passport or jet lag required!

Speakers

Cisco

Stephanie Ross is a Partner Solutions Engineer focused on Customer Experience. She has 20 years of experience in Contact Center / Customer Experience 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 has a son, Luke, who is studying aerospace engineering, and she lives in Northern California with her treasured dog, Titan.

Cisco

Tony Reyes is a Cisco Solutions Engineer based in Texas, and has been focused on Collaboration technologies support Service Provider partners across the Americas during his time at Cisco.

Partner

AI

Contact Center

Breakout

OCT 1 1:00 PM – 1:30 PM PT

Webex Suite: Where engagement begins and distance ends.

How AI-powered tools like Vidcast, Slido, and whiteboarding drive connection at scale.

"Driving meaningful engagement in today’s hybrid world requires tools that foster connection, collaboration, and creativity. In this session, explore how the Webex Suite’s AI-powered workflows—like Vidcast, Slido, and whiteboarding—help teams engage more effectively, whether they’re in the office or working remotely. \n\nDiscover how these tools enable asynchronous communication, interactive meetings, and real-time brainstorming to bring people together and drive connection at scale. Gain insights into how organizations are using Webex Suite to enhance team engagement and support dynamic, hybrid workflows. "

Speakers

Axis Capital

Coming Soon!

Cisco

As the dedicated Customer Success Leader for Vidcast, I am deeply committed to guiding organizations through the transformative adoption of asynchronous video communications. My journey with Vidcast began during its beta phase in September 2021, and it has been a remarkable experience to witness and contribute to its growth and evolution. I am most passionate about empowering customers through education, coupled with fostering dynamic and enduring relationships.

Breakout

Employee Experience

AI

Suite

Technical Training Lab

OCT 1 1:00 PM – 3:00 PM PT

TRAINING PASS REQUIRED

Your practical guide to troubleshooting for Webex Contact Center.

Training Lab: Intermediate

Webex Contact Center is constantly evolving, with new features and enhancements being added regularly. This rapid pace of change can make it challenging to keep up and ensure optimal configurations, often leading to misconfigurations and failures in feature setups. To help navigate these complexities, join us for an immersive, instructor-led lab session where you'll gain the skills to effectively diagnose and resolve common issues within the Webex Contact Center environment including voice channel related challenges, agent desktop failures, digital (chat) task failures, and flow enhancements.

CE Credits: 3

Speakers

Cisco

Anuj Bhatia possesses a profound familiarity with the Cisco Webex Collaboration ecosystem. Over 19 years, his career has been dedicated to Cisco Contact Center solutions, where he has cultivated extensive expertise in Contact Center enterprise (UCCE) on-prem and Webex Contact Center (WxCC) Cloud platforms. Presently, Anuj spearheads the support operations for both the WxCC and WxCCE solutions. He holds a Master's degree from Wichita State University and is a certified Cisco professional. Beyond his professional endeavors, Anuj finds enjoyment in hiking, actively engages with the stock market and is an avid Formula 1 fan. He is currently based in Massachusetts and operates from Cisco's Boxborough office.

Cisco

D.K., CCIE Voice/Collaboration #16545, is a member of the Cisco CX Leadership team for Cisco Collaboration Technology. DK is a networker with more than 30 years of industry experience. He is a 25+-year TAC veteran recognized for being a Business Unit advisor, who has successfully led multiple product serviceability, solution interoperability and customer education initiatives as a part of CX Collaboration Team focused on hybrid and cloud collab technology. He has been instrumental in establishing multiple voice TAC teams in our global CX and Partner centers and contributed to talent and mentorship efforts. An active CCIE Voice/Collaboration authority for 15+ years, D.K. is a Cisco Live! Distinguished Speaker and also recognized as a Cisco SIP, SBC and Contact Ctr technology expert, guiding and assisting our most complex telecom customers with their technical and business challenges. His past experience include software development and realtime embedded systems programming for telecom applications. He is a Computer Science and Technology graduate and enjoys reading, movies and traveling.

Technical Training Lab

Customer Experience

Contact Center

Breakout

OCT 1 1:00 PM – 1:30 PM PT

Cloud, hybrid, or on-prem: Meeting you where you are across Webex and Cisco devices.

The choice is yours and we support it.

Supporting diverse work environments—whether cloud, hybrid, or on-prem—requires solutions that adapt to your organization’s unique needs. In this session, discover how Webex and Cisco devices come together to provide seamless and secure collaboration across any deployment model, enabling flexibility and productivity for every kind of workplace. \n\nGain actionable insights into managing mixed environments and delivering a consistent experience that is secure and compliant.

Speakers

Dutch Government

Sijbren Beukenkamp is an experienced Solution Architect contracted by the Dutch Government, where he is part of the team responsible for architecting, developing, and maintaining a Webex-based government-wide video meeting proposition. He is also an active member of the Webex Insider Expert and Cisco Insider Champion communities, where he collaborates closely with peers, shares knowledge, and contributes to the advancement of Cisco's collaboration and Webex portfolio.

Cisco

Raj is Director of Product Management at Cisco and responsible for the strategy, product management, and go to market for Webex platform for US and Global Public Sector that includes Federal Civilian, State, Local and Education, Defense Industrial Base, and National Security and Defense. In addition, Raj is also leads the strategy and product management of Webex expansion into new country/region through data residency, data sovereignty and sovereign clouds solutions, as well as encryption and key management technologies. Previously, Raj also led the strategy and product management for Security, Identity Management, Compliance, Partner ecosystem and established Webex as best-in-breed secure Collaboration platform. Raj has 15+ years of enterprise product management experience at leading technology companies, including Cisco, Microsoft, and Amazon. Raj holds a Master’s degree in the Computer Science from University of Florida and a Bachelor's degree in Electrical Engineering from Indian Institute of Technology (IIT).

Breakout

Employee Experience

AI

Suite

Calling

Devices

Platform/Architecture

Technical Training Class

OCT 1 1:30 PM – 3:00 PM PT

TRAINING PASS REQUIRED

Edge Connect: Enterprise connectivity for Meetings, Calling, Dedicated Instance and Contact Center.

Training Class: Intermediate

Webex, a highly advanced cloud platform, is continually evolving and improving. Webex Edge Connect enables access to the Webex backbone for Meetings and Calling services via a private network peering link. In this session, we will explore the Edge Connect solution, discuss critical design considerations for each architecture type, share deployment best practices, and present the latest updates to the offering. Prior basic knowledge of Webex Meetings and Webex Calling is essential to fully comprehend the session content.

CE Credits: 2

Speakers

Cisco

Richard Murphy is a Technical Marketing Engineer and a Technical Leader within the Cisco Collaboration Technology Group business unit. He is a member of the Webex Technical Marketing Engineering (TME) team, concentrating on the Webex Edge and Meetings services. This encompasses Edge Connect, Video Mesh, Edge Audio, Cisco Meeting Server, and Webex Meetings.

Technical Training Class

Suite

Platform/Architecture

Control Hub

Technical Training Class

OCT 1 1:30 PM – 3:00 PM PT

TRAINING PASS REQUIRED

Webex for partners: Relationships, settings, and you.

Training Class: Intermediate

Have you ever wondered why you're not seeing your customer, why you can't change any settings on a customer's Webex organization, or how to diagnose those weird errors you come across in Partner Hub? If so, this session is perfect for you. We will analyze how the partner/customer relationship works in Webex and impacts on your ability to properly manage customers, regardless of whether they have a paid subscription or a trial. We'll also dive into common Partner Hub errors and how to figure out what is going on behind the scenes.

CE Credits: 2

Speakers

Cisco

Owen Mettam is a Technical Consulting Engineer (TAC) with five years of experience at Cisco, specializing in collaboration technologies. As a key member of the Cisco Webex Meetings team, Owen Mettam has focused on enhancing the Webex App, Control Hub, and Meetings experiences to deliver seamless and user-friendly solutions. In their role, Owen Mettam is deeply involved in managing escalations and driving user interface and user experience improvements for Webex Control Hub, ensuring optimal performance and usability. Additionally, they have established themselves as a video content creator, producing impactful educational and technical content on Webex Control Hub, Single Sign-On (SSO), and Azure Active Directory (Azure AD) integrations on the Cisco YouTube and Video portal. Their work has empowered users to navigate and leverage Webex's advanced features with confidence.

Technical Training Class

Suite

Platform/Architecture

Control Hub

Technical Training Class

OCT 1 1:30 PM – 3:00 PM PT

TRAINING PASS REQUIRED

Mastering Webex troubleshooting: Federated organizations, scheduling, and Outlook integration.

Training Class: Expert

Join this training session to learn how to troubleshoot Webex federation, scheduling, and Outlook integrations.\n\nFederated organizations in Control Hub Discover how federating Webex organizations allows users to appear in each other’s search results with full contact visibility—ideal for mergers, acquisitions, or user consolidation. Learn how to enable federation quickly through Control Hub, troubleshoot common setup wizard errors, and confidently reverse or remove configurations when needed. Webex scheduling Empower users to seamlessly schedule, edit, and manage meetings in Webex or from conference rooms with minimal disruption. Learn actionable steps to reduce resolution time and improve the Webex scheduling experience.

Outlook integration Enhance productivity by fully integrating Webex into Outlook to enable status checks, instant messaging, and calling—all from your calendar. This session will guide you through troubleshooting on Windows and Mac, preparing you to handle integration issues like a pro and ensure flawless user experiences.

CE Credits: 3

Speakers

Cisco

Josue Vizcaino is a Technical Consulting Engineer at Cisco, with over 24 years of experience in the IT industry and 7 years at Cisco. As a Team Leader in the Cloud Collaboration TAC in RTP, North Carolina, Josue plays a key role in driving technical excellence and process improvements within the Technical Assistance Center (TAC). He is also a Cisco Live speaker, sharing his expertise with a global audience through technical breakout sessions and hands-on labs. Passionate about knowledge sharing and mentorship, Josue has led chalk talks, training sessions, and workshops covering a range of networking topics, including Webex and Hybrid Services. He is actively involved in multiple initiatives aimed at enhancing TAC processes, ensuring efficiency and continuous improvement in customer support and troubleshooting. Josue holds a Master of Science in Computer Networking and multiple industry certifications, including ITIL v3 Foundations, Cisco Meraki Network Associate, and Google Apps Certified Administrator.

Technical Training Class

Employee Experience

Suite

Platform/Architecture

Technical Training Class

OCT 1 1:30 PM – 3:00 PM PT

TRAINING PASS REQUIRED

Migrating and onboarding Cisco IP Phones to Webex Calling multi-tenant.

Training Class: Intermediate

This session will cover everything you need to know to get your phones registered to Webex Calling multi-tenant. No matter if the phones are fresh out of the box or are already being used with Cisco Unified Communications Manager (CUCM) or Webex Calling Dedicated Instance (DI).

Attendees with learn about which phones are eligible to be moved to Webex Calling, licensing considerations, and firmware conversion requirements. The purpose of converting firmware is to migrate customers who already have existing 7800 or 8800 series phones.\n\nUnderstanding the 7800, 8800, and 9800 series out-of-box boot up flow and decision tree makes deployments easier and more successful no matter if it is done as a greenfield installation, during a migration, or as part of a hybrid setup.

Migration topics:

Eligibility
Licensing
Firmware conversion

Onboarding topics:

Boot up flow
NFC provisioning (9800 Series)
802.1x

CE Credits: 2

Speakers

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 2007 at Cisco, 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.

Technical Training Class

Employee Experience

Devices

Breakout

OCT 1 6:45 PM – 7:45 PM PT

Blending AI and Human Agents for Frictionless CX

Discover how AI agents and human agents seamlessly coexist to deliver context-rich, frictionless customer experiences. This session explores AI’s role in empowering human agents with real-time insights, custom desktops, and intelligent assist tools—ensuring a thoughtful balance between automation and the human touch.

Live Demo Highlight: Experience a real-time demonstration of AI and human agents working together. Watch as AI handles routine inquiries, escalates complex cases, and supports human agents with turn-by-turn guidance and personalized recommendations—bringing the hybrid CX model to life.

Speakers

CDW

Brad is an accomplished leader with more than 25 years of combined delivery, sales, and support of contact center solu-tions within a wide-range indus-tries such as Health Care, Bank-ing, Government, Insurance, Utilities, and many more. During Brad’s 19 years with CDWhe has focused on enterprise sized engagements including multiple large voice and contact center, multi-vendor integrations. He is also a member of CDW’s CX Leadership team, which provides direction and assists with the development of CDW’s best practices.

Breakout