Can Cloud-Enabled Contact Centers Help
Your Organization Develop a Competitive Edge?
Presentation Date & Time:
October 7th, 2021
11:00 AM CST
Presenter Information:
Names: Bob Backes & Steve Millan
Organization: Avaya
Presentation Description: Financial institutions and Fintechs are transforming the retail banking experience into a seamless, mobile-first customer experience by leveraging cloud communication solutions. By providing compliant, secure authentication services and omni-channel support, your customers can feel more secure sharing their data. Your employees benefit from quicker processing of customer requests/issues using the latest digital technologies. Understand how your organization can provide a more secure, consistent, and frictionless authentication experience for your customers and employees. During this session we will discuss:
Come away with the information you need to build a business case for a successful transition to the cloud.
October 7th, 2021
11:00 AM CST
Presenter Information:
Names: Bob Backes & Steve Millan
Organization: Avaya
Presentation Description: Financial institutions and Fintechs are transforming the retail banking experience into a seamless, mobile-first customer experience by leveraging cloud communication solutions. By providing compliant, secure authentication services and omni-channel support, your customers can feel more secure sharing their data. Your employees benefit from quicker processing of customer requests/issues using the latest digital technologies. Understand how your organization can provide a more secure, consistent, and frictionless authentication experience for your customers and employees. During this session we will discuss:
- Maintaining Security Policies Within the Cloud
- Leveraging AI to Increase Customer and Employee Satisfaction
- How to Simplify the Technology Upgrade Continuum
- Cloud Migration Best Practices for Financial Institutions & Fintechs
Come away with the information you need to build a business case for a successful transition to the cloud.
Bob Backes Biography
Bob Backes is the Director of Financial Services for Avaya’s Global Accounts. In this role he has accountability of establishing Avaya solutions that specifically meet and exceed the specialized and critical needs of large financial institutions. Bob spent 17 years as SVP at Wells Fargo overseeing the contact center technology solutions for the overall enterprise. Having supported one of the industries largest and most complex contact center solutions for almost two decades he is committed to helping financial institutions of all size plan for and execute on cloud strategies that meet their unique needs.
He works with the dedicated account teams at Avaya to identify how financial institutions can execute on the transformational journey of migrating from premise-based solutions to CCaaS solutions offered in dedicated and hybrid cloud environments. Bob works across Avaya’s product management teams as well as current and future alliance partners to ensure that critical capabilities required by financial services institutions are available and extensible to ensure strategic customer and employee experiences are attained.
He has a very consultative approach to help companies find the best path forward to realize their transformational goals by meeting and exceeding their customers’ expectations. His mission is satisfying the stringent security controls required by regulators in a cloud environment, while also adapting to customer’s evolving experience expectations at large scale.
He works with the dedicated account teams at Avaya to identify how financial institutions can execute on the transformational journey of migrating from premise-based solutions to CCaaS solutions offered in dedicated and hybrid cloud environments. Bob works across Avaya’s product management teams as well as current and future alliance partners to ensure that critical capabilities required by financial services institutions are available and extensible to ensure strategic customer and employee experiences are attained.
He has a very consultative approach to help companies find the best path forward to realize their transformational goals by meeting and exceeding their customers’ expectations. His mission is satisfying the stringent security controls required by regulators in a cloud environment, while also adapting to customer’s evolving experience expectations at large scale.
Steve Millan Biography
Steve Millan is a Director leading the CX Transformation team for Avaya. His role is to assist organizations in migrating from a traditional contact center support strategy to a Customer Experience focused strategy that spans technology, process, customer engagement, and cloud.
Steve has over 20 years of industry experience in customer service and has had many roles within customer service organizations including support, operations, implementation, consulting, engineering, and sales. Within the CX Transformation Team, Steve is a liaison between Avaya customers and the Avaya Solutions and Technology development organization. This partnership helps to facilitate the creation of Avaya’s recommended migration strategy for customers and identify innovative solutions to transform Customer Experience and Engagement.
Steve is also a member of the Salesforce Alliance team, assisting in joint development and go to market initiatives. Lastly, Steve is involved in helping create Avaya’s forward-looking vision and strategy from a technology perspective. Steve resides in Phoenix, Arizona.
Steve has over 20 years of industry experience in customer service and has had many roles within customer service organizations including support, operations, implementation, consulting, engineering, and sales. Within the CX Transformation Team, Steve is a liaison between Avaya customers and the Avaya Solutions and Technology development organization. This partnership helps to facilitate the creation of Avaya’s recommended migration strategy for customers and identify innovative solutions to transform Customer Experience and Engagement.
Steve is also a member of the Salesforce Alliance team, assisting in joint development and go to market initiatives. Lastly, Steve is involved in helping create Avaya’s forward-looking vision and strategy from a technology perspective. Steve resides in Phoenix, Arizona.
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