TechFest Detailed Agenda *

Transcription

1 2012 TechFest Detailed Agenda * *Note: This is a tentative agenda. Dates, times and locations of sessions are subject to change. NCR 5/9/2012

2 Thursday, June 7, 2012 Time Session Room 8:00 AM 9:00 AM Pre-Conference Registration and Sign In Arts District Foyer 9:00 AM 4:00 PM Aloha Configuration Center Essentials Pre-Conference Workshop Arts District 7 9:00 AM 4:00 PM Aloha Takeout Pre-Conference Implementation Workshop Arts District 6 9:00 AM 3:00 PM Aloha Online Pre-Conference Certification Workshop Arts District 5 1:00 PM 4:00 PM Customer Experience Pre-Conference Workshop Customer Satisfaction Arts District 4 Strategies that Work 1:00 PM 4:00 PM Aloha Guest Manager Pre-Conference Beginner Workshop Arts District 3 1:00 PM 5:30 PM Registration and Sign In Hotel Lobby 6:00 PM 7:30 PM Welcome Reception Katy Trail Friday, June 8, 2012 Time Session Room 7:00 AM 8:00 AM Breakfast Trinity Foyer 8:00 AM 9:15 AM Conference Welcome Trinity 2 9:15 AM 9:30 AM Morning Break Trinity Foyer 9:30 AM 10:45 AM Breakout Session 1 Aloha Configuration Center Workshop - Standalone Installations Done Right (Half Day) Aloha Takeout - Installation and Configuration Done Right Self Service Tool Overview Helping You Help Yourself Customer Experience Workshop Customer Satisfaction Strategies that Work (Half Day) Aloha Guest Manager Training Techniques Improving End-User Efficiency Command Center and Secure Access Advanced Features and Product Roadmap Arts District 7 Arts District 6 Arts District 5 Arts District 4 Arts District 3 Arts District 2 10:45 AM 11:00 AM Morning Break Arts District Foyer 11:00 AM 12:15 PM Breakout Session 2 Aloha Configuration Center Workshop - Standalone Installations Done Right (Half Day - Cont.) Aloha Takeout Managing the Project Self Service Tool Overview Helping You Help Yourself Customer Experience Workshop Customer Satisfaction Strategies that Work (Half Day Cont.) Aloha Guest Manager Project Management Tactics for Success Command Center and Secure Access Advanced Features and Product Roadmap Arts District 7 Arts District 6 Arts District 5 Arts District 4 Arts District 3 Arts District 2 12:15 PM 1:30 PM Networking Lunch Trinity Foyer 1:30 PM 2:45 PM Breakout Session 3 Aloha Configuration Center Workshop - Standalone Installations Done Right (Half Day) Aloha Takeout Training Techniques Hardware Troubleshooting Made Easy Customer Voice Product Overview Aloha Guest Manager Configuration - Laying the Foundation Network Security Services Product Roadmap Arts District 7 Arts District 6 Arts District 5 Arts District 4 Arts District 3 Arts District 2 2:45 PM 3:00 PM Afternoon Break Arts District Foyer 3:00 PM 4:15 PM Breakout Session 4

3 Aloha Configuration Center Workshop - Standalone Installations Done Right (Half Day Cont.) Aloha Takeout Troubleshooting Getting it Right When Things Go Wrong Hardware Troubleshooting Customer Voice Product Overview Aloha Guest Manager - Troubleshooting Up and Running in No Time Network Security Services Product Roadmap Arts District 7 Arts District 6 Arts District 5 Arts District 4 Arts District 3 Arts District 2 4:15PM 4:30 PM Afternoon Break Arts District Foyer 4:30 PM 5:30 PM Product Speak Networking Event Trinity 2 Saturday, June 9, 2012 Time Session Room 8:00 AM 9:00 AM Breakfast Trinity Foyer 9:00 AM 10:15 AM Breakout Session 5 Operating System Imaging and Recovery Tools Aloha Takeout Installation and Configuration Done Right Support Ready Tools Leveraging Support Tools to Optimize Your Help Desk Customer Voice Product Overview Aloha Guest Manager Installation - Deployment Made Easy Aloha Kitchen - New Features Certified Secure Implementer Program Advanced Session - Part 1 Aloha Online Certification Workshop (All Day) Arts District 7 Arts District 6 Arts District 5 Arts District 4 Arts District 3 Arts District 2 Arts District 1 Trinity 1 10:15 AM 10:30 AM Afternoon Break Foyers 10:30 AM 11:45 AM Breakout Session 6 Operating System Imaging and Recovery Tools Aloha Takeout Managing the Project Support Ready Tools Leveraging Support Tools to Optimize Your Help Desk Hero to Superhero Customer Experience Strategies that Drive More Business Aloha Guest Manager Configuration - Laying the Foundation Aloha Kitchen - Troubleshooting the Foundation Certified Secure Implementer Program Advanced Session - Part 2 Aloha Online Certification Workshop (All Day - Cont.) Arts District 7 Arts District 6 Arts District 5 Arts District 4 Arts District 3 Arts District 2 Arts District 1 Trinity 1 11:45 AM 1:00 PM Networking Lunch Trinity Foyer 1:00 PM 2:15 PM Breakout Session 7 Hardware Roadmap Aloha Takeout Training Techniques Steps To Supporting Aloha Customer Experience Workshop Customer Satisfaction Strategies that Work (Half Day) Aloha Guest Manager Configuration - Laying the Foundation Aloha Kitchen - New Features Certified Secure Implementer Program Advanced Session - Part 1 Aloha Online Certification Workshop (All Day - Cont.) Arts District 7 Arts District 6 Arts District 5 Arts District 4 Arts District 3 Arts District 2 Arts District 1 Trinity 1 2:15 PM 2:30 PM Afternoon Break Foyers 2:30 PM 3:45 PM Breakout Session 8 Hardware Roadmap Arts District 7

4 Aloha Takeout New Features and Product Roadmap Steps To Supporting Aloha Customer Experience Workshop Customer Satisfaction Strategies that Work (Half Day Cont.) Aloha Guest Manager Training Techniques Improving End-User Efficiency Aloha Kitchen Troubleshooting the Foundation Certified Secure Implementer Program Advanced Session - Part 2 Aloha Online Certification Workshop (All Day - Cont.) Arts District 6 Arts District 5 Arts District 4 Arts District 3 Arts District 2 Arts District 1 Trinity 1 4:00 PM 5:00 PM Product Manager Speak Networking Event Trinity 2 Sunday, June 10, 2012 Time Session Room 8:00 AM 9:00 AM Breakfast Trinity Foyer 9:00 AM 10:15 AM Release Previews and Product Vision Trinity 2 10:15 AM 10:30 AM Morning Break Trinity Foyer 10:30 AM 11:45 AM Breakout Session 9 NSS Technician Certification Program Aloha Takeout Ask the Export! MenuLink Roundtable Hero to Superhero Customer Experience Strategies that Drive More Business Partner Talk Thinking Outside the Customer Service Box Aloha POS 7.0 Release Overview Application Manager Taking RAL to the Next Level Aloha Online Certification Workshop (All Day) Arts District 7 Arts District 6 Arts District 5 Arts District 4 Arts District 3 Arts District 2 Arts District 1 Trinity 1 11:45 AM 1:00 PM Networking Lunch Trinity Foyer 1:00 PM 2:15 PM Breakout Session 10 NSS Technician Certification Program Partner Talk Building Better: Creating Better Customers & Better Techs MenuLink Roundtable Customer Experience Workshop Customer Satisfaction Strategies that Work (Half Day) Aloha Guest Manager Online Reservations, Guest Pad and Roadmap Aloha POS 7.0 Release Overview Application Manager Taking RAL to the Next Level Aloha Online Certification Workshop (All Day - Cont.) Arts District 7 Arts District 6 Arts District 5 Arts District 4 Arts District 3 Arts District 2 Arts District 1 Trinity 1 2:15 PM 2:30 PM Afternoon Break Foyers 2:30 PM 3:30 PM Partner Panel Round 1 Handling After Hours Support Aloha Configuration Center Keys to Successful Deployments WatchGuard Deployments Your Questions Answered Customer Experience Workshop Customer Satisfaction Strategies that Work (Half Day Cont.) Aloha Online Certification Workshop (All Day - Cont.) Arts District 6 Arts District 5 Arts District 2 Arts District 4 Trinity 1

5 3:30 PM 3:34 PM Afternoon Break Foyers 3:45 PM 4:45 PM Partner Panel Round 2 Handling After Hours Support Aloha Configuration Center Keys to Successful Deployments WatchGuard Deployments Your Questions Answered Customer Experience Workshop Customer Satisfaction Strategies that Work (Half Day Cont.) Aloha Online Certification Workshop (All Day - Cont.) Arts District 6 Arts District 5 Arts District 2 Arts District 4 Trinity 1 5:00 PM 6:30 PM Closing Dinner Offsite - TBA NETWORKING EVENTS Welcome Reception 6:00 PM - 7:30 PM - zzz Join us in for an evening of networking as we get ready to kick off TechFest 2012! Networking Lunches 11:45 AM 1:00 PM Friday, June 8, :15 PM 1:30 PM Saturday, June 9, :45 AM 1:00 PM Sunday, June 10, 2012 In addition to the structured forums, our networking lunches will provide you with access to representatives from our Customer Support Center, Product Development, Product Management, and Hardware Teams. Spend some one-on-one time asking your individual questions, sharing best practices with your counterparts at Radiant, and gaining insight into our corporate initiatives and priorities. Closing Dinner 6:00 PM - 7:30 PM - Dinner & Awards TBA Please join us for our annual closing dinner! Get ready for a fun and causal night of games and awards! We ll tally the Team scores from the Team Challenge and present the prizes to the winning Teams. Dinner and drinks will be served.

6 INTERACTIVE FORUMS Partner Panel Discussions This year we ll have smaller collaborative sessions by subject to include partner panels on running a help desk, Aloha Configuration Center implementation lessons learned, WatchGuard best practices and working with Hosted Solutions. Each session will be moderated by partner technician leads and will give you an added chance to connect with experts and peers. These informal, topical discussions will allow for an informal mix of interviews and conversation. New! Function Indicators: M Management Function responsible for project management, project scoping and planning, and customer communication. I Installation Function responsible for installation of systems, knowledge of system requirements, installation methodology and upgrades. C Configuration Function responsible for application configuration required to meet customer requirements and system testing prior to deployment. T Training Function responsible for training the end-user and ensuring customer usage efficiency. TRBL Troubleshooting Function responsible for supporting the application, using diagnosis tools to determine issues and effectively reporting problems to upper support echelons. CI Continuous Improvement Function responsible for existing system enhancements, deploying new functionality and system upgrades. Pre-Conference Workshops Aloha Configuration Center Essentials Pre-Conference Workshop Date/Time: Thursday, June 7, 9:00 AM 4:00 PM Track: Aloha Configuration Center Format: Workshop Tech Interactive Instructors: Subject Matter Experts Function Indicator: M / C / I Aloha Configuration Center is a centralized database management application that manages Aloha Point of Sale (POS) configuration settings for multi-store restaurant organizations and offers remote access capability through an easy-to-use.net rich client interface. In this day long hands-on workshop we ll look at some best practice approaches for implementing and using the Configuration Center application. The workshop will cover global, corporate and store functions along with essential descriptions and locations of fundamental settings. The workshop will also define essential system hierarchies, versioning, labor settings, hardware settings, financial settings, order entry and menu setup, tender setup, security role setup, reports, report settings, tax groups, activation schedules and importing a store(s) as well as installing Aloha Configuration Center.

7 Certification Requirements: You must attend all workshop sessions in order to complete certification requirements for this workshop. All attendees must also pass the Aloha Configuration Center Essentials Certification Exam to receive full credit. Aloha Guest Manager Pre-Conference Beginner Workshop Date/Time: Thursday, June 7, 1:00 PM 4:00 PM Track: Aloha Guest Manager Format: Workshop Tech Interactive Instructors: AGM Team / Product Manager Level: AGM Beginner Function Indicator: M / C / I In this hands-on scenario-based workshop you will learn successful deployment methodologies for the Aloha Guest Manager product. You will learn the keys to a successful site survey, consultative best practices and effective implementation strategies. We will also visit the technical aspects of Aloha Guest Manager, including installation and basic configuration. We will conclude with an interactive look at different scenarios for best practices on how to implement and utilize Aloha Guest Manager s capabilities. This workshop will be taught by the Aloha Guest Manager Product Manager and implementation expert, Adam Crum. Aloha Takeout Pre-Conference Implementation Workshop Roadmap to Success Date/Time: Part 1 - Thursday, June 7, 9:00 AM 12:00 PM Beginner Session Date/Time: Part 2 - Thursday, June 7, 1:00 PM 4:00 PM Advanced Session Track: Aloha Takeout Format: Workshop Tech Interactive Instructors: ATO Team / Product Manager Level: ATO Beginner to Advanced Function Indicator: M / C / I In this hands-on scenario-based workshop you will learn successful deployment methodologies for the Aloha Takeout product. You will learn the keys to a successful site survey, consultative best practices and effective implementation strategies. We will also visit the technical aspects of Aloha Takeout, including installation and configuration. We will conclude with an interactive look at different scenarios for best practices on how to implement and utilize Aloha Takeout s capabilities. This workshop will be taught by the Aloha Takeout Product Manager, Chris Rennie. Prerequisites: This is a beginner to advanced workshop reserved for experienced Aloha administrators. If you are an ATO beginner then you should plan to attend both the morning and afternoon sessions of this workshop. You must be Aloha Takeout certified and Aloha Takeout experienced if you plan to only attend the advanced portion of the workshop. Customer Experience Pre-Conference Workshop

8 Date/Time: Thursday, June 7, 1:00 PM 4:00 PM Track: Customer Experience Format: Workshop Train the Trainer Target Audience: Managers and Trainers Instructors: Channel Operations Team Level: Team Lead / Manager Function Indicator: T / CI The rapid pace of innovation and the implementation of new technologies require that we expand our service offering to our customers. Those providers that are just fixers will not thrive; rather, customers are now looking to their technology provider to be a trusted advisor, one who will help solve their specific problems and guide them on the best solution to implement in their business. However, providing this level of service may require a shift in thinking about your teams and your business. Do you have the right people on your team to make this change? If you do how do you develop them into these roles? If no, how do you revamp your teams? Learn how becoming your customers trusted technology consultant will drive breakthrough results, as well as how to make the shifts in your organization that will enable your team to be the thought leaders in your market. This interactive session will help managers and supervisors understand the key steps to building teams and deploying training focused on shifting technical employees into technical advisors, thus enabling them to strengthen the customer relationships that will continue to drive revenue into their businesses. Participants will receive key instruction, resources and materials required to implement Customers for Life trainings within their own organizations. Aloha Online Pre-Conference Certification Workshop Date/Time: Thursday, June 7, 9:00 AM 3:00 PM Track: Aloha Online Format: Workshop Tech Interactive Instructors: Aloha Online Team / Product Manager Level: Experienced ATO administrator Function Indicator: M / C / I Aloha Online Ordering provides a secure and reliable solution to enable your customers to place online orders. The Aloha online ordering system integrates seamlessly with a customer s website and the Aloha system. In this hands-on workshop you will learn how the install, configure, and deploy the Aloha Online application. You will learn the keys to a successful survey, consultative best practices and effective implementation strategies. You ll also learn how to: On-Board a site Upload and validate menus Manage systems settings and menu updates Use site agent, web admin, and various diagnostics tools Prerequisite: Being well-versed in Aloha administration is preferred, but not required. You should be Aloha Takeout certified or well-versed / experienced with the Aloha Takeout application.

9 General Sessions Conference Welcome We ll kick off the conference and provide you with the logistical details you ll need to navigate through the structure and content of the conference. We ll also discuss some key new conference additions. Release Previews and Product Vision Get an insight into what you can expect from the upcoming POS releases. Representatives from our Product Management Team will review the functionality and answer your questions about the upcoming releases as well as future planned functionality.

10 Customer Experience Breakout Sessions Customer Experience Workshop Customer Satisfaction Strategies that Work Track: Customer Experience Format: Workshop Train the Trainer Target Audience: Managers and Trainers Instructors: Channel Operations Team Level: Team Lead / Manager Function Indicator: T / CI The rapid pace of innovation and the implementation of new technologies require that we expand our service offering to our customers. Those providers that are just fixers will not thrive; rather, customers are now looking to their technology provider to be a trusted advisor, one who will help solve their specific problems and guide them on the best solution to implement in their business. However, providing this level of service may require a shift in thinking about your teams and your business. Do you have the right people on your team to make this change? If you do how do you develop them into these roles? If no, how do you revamp your teams? Learn how becoming your customers trusted technology consultant will drive breakthrough results, as well as how to make the shifts in your organization that will enable your team to be the thought leaders in your market. This interactive session will help managers and supervisors understand the key steps to building teams and deploying training focused on shifting technical employees into technical advisors, thus enabling them to strengthen the customer relationships that will continue to drive revenue into their businesses. Participants will receive key instruction, resources and materials required to implement Customers for Life trainings within their own organizations. Hero to Superhero Customer Experience Strategies that Drive More Business Track: Customer Experience Format: Breakout Session Target Audience: All TechFest participants Instructors: Kathy Meader Level: Open Function Indicator: M / CI Customers are our greatest asset. Without our customers there would be no company. Why are you such an important part of the NCR customer experience? As far as your customers are concerned you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back. Join us for an informative session as we discuss challenges and best practices in areas such as customer communication, conflict resolution, and understanding and knowing what your customers really want or need. This session is for anyone who works with customers on a day to day basis and wants to ensure that they keep the customer coming back. Prerequisites: None

11 Operations Breakout Sessions Aloha Guest Manager Training Techniques Track: Aloha Guest Manager Target Audience: Trainers / Project Managers / Implementation Technicians Instructors: Aloha Takeout Product Manager Function Indicator: T We all know that it s critical to train AGM end-users on product usage during deployment. But, what s the best way to train your customer? Is there a preferred approach? Should roles like server, host and manager be trained the same way? In this session we ll break it all down for you and get you on track for AGM training success. You ll learn how to: Train users based on roles and need to know Follow a training flow that really works Use a checklist to ensure you re coving the right information Identify and deal with learning gaps that impact most AGM users Test users on proper system usage Prerequisites: You should have a basic understanding of AGM system usage prior to attending this session Aloha Guest Manager Implementation Workshop Roadmap to Success Track: Aloha Guest Manager Format: Workshop Tech Interactive Instructors: AGM Product Manager Function Indicator: M / I / C In this hands-on scenario-based workshop you will learn successful deployment methodologies for the Aloha Guest Manager product. You will learn the keys to a successful site survey, consultative best practices and effective implementation strategies. We will also visit the technical aspects of Aloha Guest Manager, including installation and troubleshooting. We will conclude with an interactive look at different scenarios for best practices on how to implement and utilize Aloha Guest Manager s capabilities. This workshop will be taught by the Aloha Guest Manager Product Manager and implementation expert, Reggie Kimble. Prerequisites: This is an intermediate - advanced workshop reserved for experienced Aloha administrators. You must be Aloha Guest Manager certified prior to attending this workshop. Please take the Aloha Guest Manager online coursework (available on the Radiant Learning Center) and pass the certification exam prior to attending this workshop. You will not be allowed access to this course if you are not Aloha Guest Manager certified. You must also bring a Table Service database and a completed AGM site survey form. Information regarding this workshop will be sent prior to the event.

12 Aloha Guest Manager Tips and Techniques for Smooth Implementations Track: Aloha Guest Manager Instructors: AGM Product Manager Function Indicator: M / I / C Have you implemented the Aloha Guest Manager product yet? If so, are your Aloha Guest Manager implementations going smoothly? In this session you ll get expert advice from the Aloha Guest Manager Product Manager. Our Aloha Guest Manager expert has witnessed and assisted with numerous Aloha Guest Manager implementations in the field and wants to share those experiences with you. We ll give you some tips and reveal some techniques that will make your implementations more effective and efficient. Get ready to move your Aloha Guest Manager implementations from mediocre to magnificent! Aloha Kitchen Troubleshooting the Foundation Track: Aloha Kitchen Instructors: Aloha Kitchen Product Manager Function Indicator: M / C / TRBL You ve built this Amazing Aloha Kitchen system and it s performing top-notch. But, you ve identified a glitch that you can t quite figure out. Help is on the way! In this session, Courtney Smith, the Aloha Kitchen Product Manager, will show you how to troubleshoot and resolve those pesky issues so you can get to other tasks. To simplify problem resolution you ll discover the information needed to efficiently solve common issues. We ll also open up the Aloha Kitchen tool bag and show you how to use Kitchen Log Viewer. Join us in this session to get on the fast track to resolving Kitchen issues quickly! Prerequisites: This is an intermediate - advanced session reserved for experienced Aloha Kitchen administrators. This session is only open to certified Aloha Kitchen partners that have gone through the Aloha Kitchen On-Boarding Program

13 Aloha Kitchen What s New Track: Aloha Kitchen Instructors: Aloha Kitchen Product Manager Function Indicator: M / I / CI Have you seen some of the latest configuration options in Aloha Kitchen? Would your customer like to improve their operational efficiencies in the Kitchen? Of course they would, and we ll show you how. In this session led by Courtney Smith, the Aloha Kitchen Product Manager, you ll learn about many of the new features that make Aloha Kitchen stand out from other video systems. Learn how to configure the some of the latest and greatest features in Aloha Kitchen like Load Balancing, Multiple Item Cook Times, Custom Skins and Custom Header/Footers. Prerequisites: This is an intermediate - advanced session reserved for experienced Aloha Kitchen administrators. This session is only open to certified Aloha Kitchen partners that have gone through the Aloha Kitchen On-Boarding Program Aloha Takeout Installation and Configuration Done Right Track: Aloha Takeout Instructors: Aloha Takeout Product Manager Level: Intermediate Function Indicator: M / I / C You ve done the Aloha Takeout (ATO) site survey and gathered your solution and hardware requirements and now it s time to build and configure your solution. In this session you ll learn about system requirements for installations, along with installation methodology and best practices. You ll also learn about some of the most popular configuration options that set you on the right path for ease of deployment and great customer satisfaction. Aloha Takeout Managing the Project Track: Aloha Takeout Target Audience: Project Managers Instructors: Aloha Takeout Product Manager Function Indicator: M / CI What s your comfort level for managing an ATO implementation from A-Z? Do you have all of the bases covered and do you feel comfortable scoping an ATO project, planning the project and designing a successful implementation? If not, we can help. In this session we ll share common tips and techniques that will make your ATO implementations more efficient and effective. You ll learn how to perform a site survey and gather requirements early in the design process. We ll also share a best practices deployment methodology for getting the implementation right the first time. Join in to learn project management skills that will get you on the fast track to ATO success!

14 Prerequisites: This is an intermediate - advanced session for experienced Aloha Takeout administrators. You should be Aloha Takeout certified prior to attending this session. Aloha Takeout Training Techniques Track: Aloha Takeout Target Audience: Trainers / Project Managers / Implementation Technicians Instructors: Aloha Takeout Product Manager Function Indicator: T You ve created a great ATO database and you re ready to deploy. Now the last task train the endusers to effectively use the product. If you ve struggled with an ATO training approach and want to improve the way you train your customers, then this sessions is for you! In this session you ll learn how to: Follow a training flow that really works Use a checklist to ensure you re coving the right information Identify and deal with learning gaps that impact most ATO users Test users on proper system usage Prerequisites: You should have a basic understanding of ATO system usage prior to attending this session. Aloha Takeout Troubleshooting Getting It Right When Things Go Wrong Track: Aloha Takeout Instructors: Aloha Takeout Product Manager Function Indicator: TRBL You ve installed Aloha Takeout (ATO) in a lab, at TechFest and on your desktop with stellar results. Now you move to install ATO on a production system and there are problems. Why is this happening? What can you do or look for to resolve ATO issues quickly? No need to fear, help is here! In this session an ATO troubleshooting expert will discuss common calls and resolutions to the problems that frustrate you the most. We ll also open up the ATO troubleshooting tool bag and reveal the utilities that can be used help you identify the issue and get your system fixed and problem free. Prerequisites: This is an intermediate - advanced session for experienced Aloha Takeout administrators. You should be Aloha Takeout certified prior to attending this session. Aloha Takeout New Features and Product Roadmap

15 Track: Aloha Takeout Instructors: Aloha Takeout Product Manager Function Indicator: CI Do you have information on the latest release of ATO? Want to learn more about newest feature set and what s on the horizon? Join in as we discuss the newest feature set including translation, POS v6.7 integration and supported features like split check and delivery fees. There will be ample time for Q&A, so please come with questions on any ATO topic. Prerequisites: This is an intermediate - advanced session for experienced Aloha Takeout administrators. You should be Aloha Takeout certified prior to attending this session. Aloha Takeout Ask an Expert! Track: Aloha Takeout Instructors: Aloha Takeout Product Manager Function Indicator: CI / TRBL Have a burning ATO question that no one is able to answer? Need help determining the best deployment strategy for an upcoming implementation? Have a customer that has atypical takeout and delivery requirements and you need to know if ATO is the right fit? In this session we ll open up the floor for these types of questions and more. An ATO expert will share experiences and provide advice on your challenges. Be prepared to ask a lot of great ATO questions! Prerequisites: This is an intermediate - advanced session for experienced Aloha Takeout administrators. You should be Aloha Takeout certified prior to attending this session. 7.0 TS and QS Release Content Overview Track: Aloha POS Format: Presentation / Support Technicians Instructor: POS Release Manager Function Indicator: M / C / I Come see what s new and exciting in 7.0. We have a new look and feel for FOH, reporting framework, print designer for kitchen chits along with many other exciting enhancements that make our product the best in the world!

16 Marketing Breakout Sessions Customer Voice - Product Overview Track: Customer Voice Instructors: Customer Voice Product Manager Level: Beginner to Intermediate Function Indicator: M Customer Voice is web-based hosted application that utilizes The Ultimate Question (Net Promoter Score) method to gain feedback and referrals. It identifies the profit impact that happy and unhappy customers have on the bottom line. In this session you ll learn how to turn your Promoters into an unpaid Sales force to help grow your brand and retain your unhappy customers by leveraging our Customer Voice application. Join in to learn: About Customer Voice core functionality How to navigate through the demo site Set up the survey and promotion in Aloha to support Customer Voice Key reports

17 Hardware Breakout Sessions Operating System Imaging and Recovery Tools Track: Hardware Format: Presentation Target Audience: Implementation Technicians / Support Technicians Instructors: Hardware Team / Hardware Product Managers Function Indicator: M / I / TRBL Join our hardware experts to review operating system imaging tools and recovery options. Topics will include describing the image structure differences between Symantec Ghost and Microsoft ImageX, creating and applying ImageX WIM images using NCR imaging tools, and demonstrate several deployment methods including PXE Network Boot, Recovery Partition, Command Center, and USB Drives. Hardware Roadmap Track: Hardware Format: Presentation / Support Technicians Instructors: Hardware Team / Hardware Product Managers Function Indicator: M / CI Integrating emerging technologies into NCR designs is key to our product design philosophy. This session will introduce upcoming offerings and touch on recent releases. Several product offerings will be reviewed such as the P1230, P1530, C730, P1215, POS accessory options, new generation server, latest printer models, receipt on label, and more.

18 Data Security Breakout Sessions Application Manager Taking RAL to the Next Level Track: Data Security Format: Presentation and Demo / Support Technicians Instructor: Application Manager Project Manager Function Indicator: M / CI / I In this session you ll learn about Application Manager, the replacement for Radiant Application Loader (RAL) that works with multiple Radiant Systems devices and third party terminals, extending RAL functionality beyond POS, to Aloha Kitchen, Aloha Takeout and other applications. This session will cover how Application Manager can help secure a site while providing features that make managing a site easier. With the ever changing security risk and evolving image requirements NCR has created Application Manager, a new way to launch FOH and help manage some security issues for Aloha POS sites. FOH terminals will no longer be required to login using Windows users with administrative rights. Managers will be able to create and manage Windows users for the BOH without having to access traditional Windows User Management, and through passphrase response on the FOH reset their own BOH Windows password. Join in as we show you some core functionality. Certified Secure Implementer Program Advanced Session Track: Data Security Format: Presentation / Support Technicians Instructors: Data Security Experts Function Indicator: M / CI CSI Certified Technicians Criminal threats to the security of sensitive consumer information at our customers businesses continue to grow and evolve. As implementers, NCR and its channel partners are in a unique position of both opportunity and capability as it relates to the security of our customers sites. We have access to innovative tools, knowledge and industry insight that allow us to provide secure products and services to our customers that encompass more than just the POS. However, the more services we provide, the more we need to mitigate our customers risk by ensuring we are implementing solutions in a secure and compliant manner. To help ensure all of NCR s internal implementation resources and those of our channel partners are adequately prepared to provide these solutions in accordance with the PCI DSS, we have developed a Certified Secure Implementer (CSI) training program. This session is designed for technicians that are currently CSI certified. In this session we will review current data security requirements and provide insight on future risks and requirements. This course is required to maintain CSI certification status for Prerequisites: This is an advanced workshop reserved for certified (CSI) technicians. By attending this session you will meet 2012 CSI Maintenance Requirements. If you have not received your CSI certification, you must complete the online course and test within the Learning Center.

19 Management Breakout Sessions Aloha Configuration Center Workshop Standalone Installations Done Right Track: Aloha Configuration Center Format: Workshop / Tech Interactive Instructors: Subject Matter Expert Function Indicator: M / C / I Have you installed the Aloha Configuration Center Standalone version yet? A typical Configuration Center installation includes remote database hosting in which Radiant hosts the customer database at our data center. Customers are able to access their data via the Internet and share with multiple sites. While hosting a remote database is beneficial to customers, some customers have only a single site and do not need their data hosted remotely. The standalone installation of Configuration Center was developed for customers with a single database that don t need a hosted system. In this handson scenario-based extended workshop you will get expert advice on how to best deploy the product. We ll discuss the pre-installation checklist, install the product and import data. Prerequisites: This is an intermediate - advanced workshop reserved for experienced Aloha administrators. You must be Aloha Configuration Center certified prior to attending this workshop. Please take the Aloha Configuration Center online coursework (available on the Radiant Learning Center) and pass the certification exam prior to attending this workshop. You will not be allowed access to this course (or implement the standalone version of this product) if you are not Aloha Configuration Center certified. You must also bring a Table Service database for the data import and migration exercises. Command Center and Secure Access New Features Track: Command Center Format: Presentation / Support Technicians Instructors: Command Center Product Manager Function Indicator: M / TRBL Which NCR product is being used to support more than 50,000 sites around the world? Which NCR product has made site support easier and more secure? Command Center and Secure Access! Command Center has advanced security features that allow remote access to your sites for problem resolution while protecting your systems and customer data. And, it s not just for Aloha sites anymore. In fact, thousands of non-aloha sites and 3 rd party systems are using Command Center today. Research and Development continue to make Command Center one of the leading support tools in the industry and the future of Command Center is very bright. this session a Command Center expert will walk you through some of the new enhancements that will make your job easier, your systems more secure and your customers happier.

20 Network Security Services New Features and Product Roadmap Track: NSS Format: Presentation / Support Technicians Instructors: NSS Product Team Function Indicator: M / I / TRBL Did you know that close to half of all small to medium-sized businesses have been hit by some form of cybercrime? In this session a Network Security Services expert will describe the current data security problems that exist, why they exist and what NCR is doing about it. We ll discuss the multiple components that make up Network Security Services: Site Shield, Secure Access, Threat Defender, and Breach Assistance along with the optional package add-ons: ControlScan and Patch Management. Join in to learn about the latest NSS enhancements and find out how NSS can improve your revenue stream, reduce your call volume and, most importantly, protect your customer base with world-class security. Network Security Services Channel Technician Certification Program Track: Data Security Format: Presentation / Support Technicians Instructors: NSS Product Team Function Indicator: M / I / TRBL Thousands of new Network Security Services deployments will be happening in the near future and we need your help! NSS implementations offer a fantastic opportunity for partners to increase their revenue stream by assisting with NSS deployments in the field. But, in order to assist and deploy NSS you must be NSS Channel Technician certified. This session is designed for technicians seeking their Network Security Services - Channel Technician Certification and is a preparatory session for the NSS Certification Exam. Don t miss out on this amazing opportunity to help grow your business and support your customer base through NSS implementations. In this session you will learn: What you need to know about cable tracing and firewall mounting Effective communication tactics for restaurant staff before, during, and after deployment Security advice that should be shared with restaurant management during deployment How to complete your certification with the online exam

21 Support and Service Breakout Sessions Self Service Tool Overview Helping You Help Yourself Track: Support Target Audience: Support Technicians / Project Managers / Implementation Technicians Instructors: NCR Help Desk Leadership Level: Intermediate Function Indicator: TRBL Would you like to have more control when it comes to starting a help desk case? Would you like a self-service incident system that allows you to solve problems quicker, easier and make you more productive? If so, then the new self-service tool is for you. In this session we ll show you how quick and easy it is to submit a new case in this new intuitive solution. You also learn how update your online request as more information is discovered. Join in and learn how to: Open, edit and track incidents on your own Dispatch hardware Use a new knowledge management solution to find quick answers to system errors Load test data up quickly and easily Hardware Troubleshooting Made Easy Track: Support Target Audience: Support Technicians / Project Managers / Implementation Technicians Instructors: NCR Help Desk Leadership Level: Intermediate Function Indicator: TRBL We ve all seen terminal issues, printer problems and dead servers. We also know about the stresses a restaurant environment can take on hardware devices. But, is it really hardware issue and if so, what s the best way to definitively diagnose and resolve the problem? Join this session as our hardware support team discusses various ways to troubleshoot for quick resolution. We ll show you how to work through a hardware troubleshooting process that really works, how to report a hardware incident and we ll introduce some session takeaway guides that will make troubleshooting hardware easier. In this session you ll learn: Best practices for communicating hardware issues to support team members How you ll work direct with a NCR hardware support team member Tips for troubleshooting various types of hardware How to use our new hardware troubleshooting quick reference guides (session takeaway)

22 Support Ready Tools Leveraging Support Tools to Optimize Your Help Desk Track: Solution Support Target Audience: Support Technicians Instructors: Support Ready Tools Subject Matter Expert Function Indicator: TRBL Aloha Support Ready Tools is a powerful tool that enables several related utilities which eases our support of multiple versions of Aloha and EDC. Uses of this product include the splitting and merging of TRANS.LOG files. We can also use it to dig deeper to find root causes of issues which may not involve TRANS.LOG errors. Additionally, it gives us the ability to repair uncorrupted TRANS.LOG files which cannot grind. This session will be a basic, hands-on overview of how this product works, ideal for new or first-time users. MenuLink Roundtable Track: Solution Support Target Audience: MenuLink Project Managers / MenuLink Support Technicians Instructors: MenuLink Support Manager Function Indicator: TRBL Presented by MenuLink Support Team, we will focus on questions from the partners. The team will be ready to handle your advanced questions on MenuLink. Any topic from configuration through deployment is on the table. Let s share the best practices that have been gained through your deployments as well as your successful system administration strategies. To get things started the team will start off the discussion with these topics Imports, Exports, and overall troubleshooting. There will be plenty of QA time during the session, so bring those questions you ve been meaning to ask, but haven t. Prerequisites: This is an intermediate - advanced session reserved for experienced MenuLink technicians. This session is only open to approved MenuLink partners. Steps to Supporting Aloha Track: Solution Support Target Audience: Project Managers / MenuLink Support Technicians Instructors: Support Manager Function Indicator: TRBL When a case gets called in, it may be difficult to discern what is happening and what the client needs. Join us for this informative session that will provide a framework for how to answer and triage support calls. Topics include the top xx items you ll need to find out to effectively start working support cases, tools and resources you can use to set yourself up for success, how to start cases with the NCR Channel Support Desk, A Day in the Life of a Support Technician and The Life Cycle of a Support Case. Also, learn how to use case templates in our new tool ITSM system.

23 Partner Talk Breakout Sessions Partner Talk - Thinking Outside the Call Center Box Track: Partner Talk Format: Presentation Target Audience: Support Managers / Support Technicians Instructor: Rob Barron - BEC Function Indicator: CI Are your help desk methods the same this year as they were the last year/last decade/last century? Customers are changing and your help desk methods should be changing as well. In Think Outside the Customer Service Box one reseller will share how they turned their Customer Service model on its ear to save a major customer, reduce call volume and increase customer satisfaction, all while increasing revenue. Partner Talk - Building Better: Creating Better Customers & Better Techs Track: Partner Talk Format: Presentation Target Audience: Support Managers / Support Technicians Instructor: Rob Barron - BEC Function Indicator: CI Better customers and better techs aren t born, they are created by you! You ve trained your customer base over and over on how to add an item or an employee, yet the still insist on calling you to show them again and again. Likewise, you ve told your techs a dozen times how to properly troubleshoot a printer, yet they continue to miss steps. Rob Barron with BECPOS will show you how to stop the madness!

24 Partner Panels Handling After Hours Support Have you struggled with finding solutions with regards to supporting customers 24/7? This panel will consist of partners that have got a good handle on this concept and are willing to share strategies with you. Join in to learn more about continuous customer support. Aloha Configuration Center Keys to Successful Deployments Have you deployed Aloha Configuration Center yet? If so, have your implementations been top-notch and error free? In this session partner technicians will discuss methodology that has enhanced CFC deployments in the field. We ll have partner experts that have led numerous successful implementations and look forward to discussing what you need to know to get the job done right. WatchGuard Deployments Your Questions Answered In this panel and open forum you ll meet representatives from the WatchGuard team. Come prepared to ask questions with regards to WatchGuard deployment and configuration best practices. Our panel will share some tips to improve security and your WatchGuard deployments.