startel national users group &...

STARTELNATIONAL

USERSGROUP

& PINETWORK

30TH ANNUAL TEAMSNUG CONFERENCE • 1ST JOINT MEETING WITH PINETWORK

APRIL 30 - MAY 2, 2017

SNUG/PIN 2017 Startel/PTD Agenda

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WELCOMESoak up the style and tranquility of the newly renovated luxury Mayfair Hotel & Spa, formerly known as the Mayfair House Hotel. Located in the heart of Coconut Grove, this artistic masterpiece blends design elements from Europe, Asia, the Caribbean, Mexico, and South America, to pamper guests in an atmosphere that is both intimate and indulgent.

WELCOMEWelcome to the 30th Annual SNUG Conference and 1st JOINT meeting with the PINetwork.

We have a fully packed agenda for this year’s conference with lots of great presenters and timely topics and have tried to show value in our conference with a wide variety of content to appeal to a broad base. We encourage you to make every effort to attend as many sessions as you can and select the session you feel will benefit you best, even if it is ‘indicated for the ‘other’ platform.

We start off Sunday with the Startel & Professional TeleData Technical Day. The Startel/PTD team along with some of our membership have worked very hard to provide us training and information that will help us understand our systems better. Come ready to learn and leave with a greater understanding of some of the reports available to us along with a few other aspects of our Soft Switch programming. In the evening we will have our Opening Reception where you can enjoy some great food and network with some new and old friends.

Monday is Startel/PTD Day where our vendor will showcase what they have been working on over the past year and give us an advanced viewing of some of the exciting things available to us in 2017. Review the agenda to see some of the amazing things they will be covering.

SNUG typically does not hold vendor exhibitions because of a very full schedule and the desire to have the primary focus on the primary vendors Startel & Professional Teledata.Because of requests however, this year the board has decided to add a special section and opportunity for peripheral vendors that do not compete with Startel Products or Services.Following the close of Monday’s General Session there will be a Wine (and Beer/Sodas) and Cheese reception where you can meet casually with our Vendor representatives:

PeoplePraise, CallCenter Sales Pro, Call-a-Doctor Plus, Ipitimi & Pulsar 360

For Tuesday we have several separate tracks of sessions with different presentations for everyone in your company. I encourage you to review the session descriptions so that you can plan out your day. Our presenters have worked hard to provide you with information that you can take back and use in your daily operations to grow your service. We will close out Tuesday night with the Startel Totally Awesome 80’s Party starting at 6:30p

We hope you are ready to have some fun and have an amazing three days of learning and networking!

We are delighted to have you with us.

Ryan Chinoski - SNUG Conference ChairRob Ward – PIN Conference President & ChairRenita Dorty - SNUG President



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MEETING LOCATIONS

BREAKOUTS

MAIN

MEALS/VENDOR/RECEPTION


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1988 Kevin Batchelder

1989 Susan Krems

1990 Larry Goldenberg

1991 Paul Johnson

1992 Mark Hastings

1993 Carolyn Beckett

1994 Herb Chinoski

1995 Dan L’Heureux

1996 Cindi Moore

1997 Jeff Beckett

1998 Lori Jenkins

1999 Bob King

2000 Stacy Polinsky

2001 Chris Bell

2002 Donna West

2003 Mary Jones

2004 Beth Cooper

2005 Dennis O’Hara

2006 Susan Mealer

2007 Aaron Boatin

2008 Ryan Chinoski

2009 TerriPaffile

2010 Matt Bogan

2011 April Kasza

2012 Tom Reandeau

2013 Drew Ritter

2014 Tiffany Taylor

2015 Kristen Borne

2016 Renita Dorty

Incoming President

2017 Aaron Boatin

OUR SNUG PAST PRESIDENT’S

Celebrating our last 30 years


BUSINESS MEETING AGENDA

1) Call to Order Renita Dorty President2) President’s Report3) Approval of the Minutes from 2016 Annual Meeting (copy in your registration packet for review) 4) Election of Directors a. Roll call for Ballot distribution b. Presentation of Slate c. Floor Nominations 5) Treasurer’s Report Kelly Goodwin, Treasurer 6) Committee Reports a. Education b. Technical i. New Wish List ii. New Web site 7) UnfinishedBusiness8) New Business9) Presentation of newly elected directors10) Adjournment

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Annual Business Meeting of SNUG, IncorporatedMayfair Hotel & Spa

Coconut Grove, FL May 2, 2017


BUSINESS MEETING AGENDA

1) Call to Order Rob Ward President2) President’s Report3) Approval of the Minutes from 2016 Annual Meeting (copy in your registration packet for review) 4) Ratify Board Director Term Extension5) Treasurer’s Report Phyllis Shaw, Treasurer 6) Committee Reports i. Education ii. Technical7) UnfinishedBusiness8) New Business9) Adjournment

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Annual Business Meeting of Professional Inbound Network, Inc

Mayfair Hotel & SpaCoconut Grove, FL

May 2, 2017


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SNUG/PIN CONFERENCE 2017 AGENDATECHNICAL DAY

YOU ARE WELCOME TO ATTEND ANY SESSION OF YOUR CHOICE.

Day & Time SNUG/PIN Session Title Presenter(s) Who Attends?

Sunday, April 30th

9:00am – 10:45am 201 Technical “How To”Victoria Nelles, Margaret Lally

& John CareySNUG

10:45am – 11:00am BREAK - -

11:00am – 11:45am Dissecting Agent Statistics Victoria Nelles SNUG

11:45am – 1:00pm LUNCH – On Your Own! - -

1:00pm – 1:30pm PVL Browser Tips & Techniques Alan Hartmann PIN

(Concurrent) Money Making Ideas Victoria Nelles & Patty Ambrose

with PanelSNUG

1:30pm – 2:00pm PInnacle Tips & Tricks Contest Pat Kalik PIN

(Concurrent) Auto Dialer Victoria Nelles & Patty Ambrose SNUG

2:00pm – 2:45pm Total Billing Solutions (TBS) Jeff List PIN/SNUG

2:45pm – 3:00pm BREAK - -

3:00pm – 4:00pm HIPAA PrimerShawn Griswold, Jim Graham

& Margaret Lally PIN/SNUG

4:00pm – 5:00pm High Availability PrimerShawn Griswold, Jim Graham

& Margaret LallyPIN/SNUG

JOIN US ROOF-TOP FOR THE OPENING RECEPTION 6:30P-8:30P


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NOTES:

Session Descriptions:

SUNDAY - APRIL 30TH-20179am – 10:45am – 201 Technical “How To”Join Margaret, Victoria and John Carey from Startel for an in depth technical session. Margaret Lally will take you through general failover procedures and teach you how to add a new scenario step-by-step. Additionally, she will cover step- by-step instructions on how to add audio files to your Startel SoftSwitch for individualized hold music and PAA greetings. Victoria Nelles will show you some new formula/scripting tricks by covering at least 3 solutions provided to users in response to their ‘How to…’ questions. John Carey will take an in depth look at some of the top ‘How to…’ Tech Support requests and get into the nuts and bolts of how to address these frequently asked questions. This will be an intermediate level session that all users are welcome to join.

11am – 11:45am – Dissecting Agent StatisticsCome to this session prepared to watch Victoria ‘let’s try it’ Nelles dissect Call Detailing reports and Snapshot reports. The key to understanding the more detail intensive reports is to generate specific events within the system and immediately dissect the report of interest. We will run through a few call scenarios and do a postmortem using the Call Detailing and Snapshot reports.

1pm – 1:30pm – PVL Browser Tips & TechniquesCome learn about the PVL Browser queries from basic to advanced, how to use PVL for quality control including bookmarks, message view and security levels. Alan will also cover how to export recordings & metadata to the Pinnacle Web.

1pm - 1:30pm Concurrent Session – Money Making Ideas SessionThis session is a new addition to the agenda that will be facilitated by Startel and presented by users who will share Money Making ideas. There will be open discussion on how to increase revenue for your business. This is a great opportunity to learn from your peers and/or share your ideas/experience.

1:30pm-2pm - PInnacle Tips & TricksIt’s a win-win session; come prepared to share your best Pinnacle tip or trick for a chance to win a cash money prize! Everyone is welcome to participate; you learn from colleagues AND may win the cash, either way, everyone’s a winner.

1:30pm - 2pm Concurrent Session – Auto DialerUtilizing the Startel Auto Dialer is a revenue generating service you can provide to your customers. This session will include a quick overview of the Auto Dialer features, suggested uses for this service and a detailed walk through configuring/starting an out dial campaign for Appointment/Event Reminder.

2pm – 2:45pm – TBS, New Features Increase your efficiency and profitability with TBS by joining this detailed training session presented by Jeff List and Alan Hartmann from PTD. TBS provides Collection and Profitability tools vital to your business! This session will detail how to use the collection/profitability tool’s key features: Aging Reports, Late Fee Invoices, Dunning Letters, Global Rage Change and ProfitFinder. Also featured in this session will be training on the use of Account Rate templates to simplify the process of adding new business which will increase your staff’s efficiency. Whether you currently using the Total Billing Solution or you are thinking about updating your billing software to a new vendor, join this session! Who doesn’t want the opportunity to billing more and collect more revenue?

3pm – 4pm – HIPAA PrimerHas your call center/site experienced a HIPAA audit? If not, are you prepared? Join Shawn Griswold from PTD to discuss how to be prepared for a HIPAA audit. Attendees will walk away with a “guideline” of the types of processes and security measures to put in place before an audit occurs. Think you are already prepared? Join us to share your knowledge/experience and possibly learn something new!

4pm – 5pm – High Availability PrimerWhat is High Availability (HA) and how can it benefit your business? Join Shawn Griswold for vital information on what needs to be in place for your premise based systems in order for them to be highly available. This session will include information on several design techniques that can be used to create highly available systems. Implementing HA can eliminate downtime while doing HIPAA required software updates as well as during unexpected outages/failures. Walk away from this session with the tools needed to form a game plan for High Availability within your server environment.


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STARTEL/PTD DAY


Monday, May 1st

8:00am – 8:55am BREAKFAST -

9:00am – 9:15am SNUG/PIN President’s ReportDon Berry & Allen Kalik Awards Renita Dorty & Rob Ward SNUG/PIN

9:15am – 10:30am State of Startel/PTD Bill Lane SNUG/PIN

10:30am – 10:45am BREAK Sponsored by People Praise -

10:45am – 12:00pm

Technology Hour & QAStartel SoftSwitch

Multimedia Queuing,Web-chat, Virtual Hold, TBS Update

Richard Pettitt & Jeff List SNUG/PIN

12:00pm – 1:00pm LUNCH Sponsored by ATSI -

1:00pm – 2:00pm New Startel Agent Interface (SAI) Victoria Nelles SNUG

1:00pm 2:00pm(Concurrent)

New Features & Functionality of Pinnacle & Sharing of Startel

SoftSwitch TechnologyJim Graham & Alan Hartmann PIN

2:00pm – 3:00pm SNUG Wish List Startel SNUG

2:00pm - 3:00pm(Concurrent)

New Features & Functionality of Pinnacle & Sharing of Startel

SoftSwitch TechnologyJim Graham & Alan Hartmann PIN

3:00pm – 3:15pm BREAK Sponsored by People Praise -

3:15pm – 4:00pm Hosted/Freedom 2; Coast-to-Coast Jim Graham SNUG/PIN

4:00pm – 5:00pm Ask Startel & PTD Startel/PTD SNUG/PIN

5:00pm – 6:30pm Supplemental Vendor ReceptionPeoplePraise, Pulsar360,

Call A Doctor Plus, Ipitimi, Call Center Sales Pro, ATSI

Everyone is Welcome


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8:00am – 8:50am BREAKFAST

9:00am Raffle Drawing will be held in Main Ballroom @ 9a Don’t Be Late

9:05am – 11:00amTaming the E-Mail Beast- Key

Strategies for Managing your Email Overload

Randy Dean(see Biography on Keynote page) SNUG/PIN

9:05am – 10:00am (Concurrent)

Super Tech SessionManaging Holiday/TOD Formulas Alex Molochko PIN

10:00am – 11:00am (Concurrent) PIN Wish List Wish List Committee & PTD PIN

11:00am – 11:20am BREAK - -

11:20am – 12:15pmFinding an Extra Hour Every Day:

Strategies for Reducing Distractions/ Finding Focus

Randy Dean SNUG/PIN

11:20am – 12:15pm (Concurrent)

Super Tech PIN Roundtables -VoIP Monitoring Nate Gefvert PIN

12:15pm – 1:10pm Networking LUNCH Sponsored by MaryAnne Wetmore Leadership Foundation -

1:15pm Raffle Drawing will be held in Main Ballroom @ 9a Don’t Be Late

1:20pm – 2:20pm Deploying Secured Messaging Aaron Boatin SNUG

1:20pm – 2:20pm (Concurrent)

Alternate Revenue & Communications:

Shelly Massey, Jeff Wood & Nate Gefvert PIN

1:20pm – 2:20pm (Concurrent) Intell-i-Site: Member Contact & More Lauren Garza & Team SNUG

2:20pm – 2:45pm ATSI / CAM-x Update Doug Robbins SNUG/PIN

2:45pm – 3:45pm SNUG Business Meeting SNUG Members only

2:45pm – 3:45pm (Concurrent) Disaster Recovery Planning Ray Shaw PIN

3:45pm – 4:00pm BREAK

4:00pm – 4:30pm Pearls of Wisdom SNUG Members SNUG

4:00pm – 4:30pm (Concurrent) Customer Data Base Shelly Massey PIN

4:30pm – 5:00pm PINetwork Business Meeting PIN Members only

6:30pm-8:30pm Totally Awesome 80’s Party Startel/PTD – Closing Reception

TUESDAY - MAY 2ND-2017


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Descriptions for TEAM SNUG and PINetwork Sessions on Tuesday: Please attend the sessions that you think will be most beneficial to you.

TUESDAY - MAY 2ND-20179a-11a – Taming the E-Mail Beast: Key Strategies for Managing your E-Mail Overload – Randy Dean Every day, managers and professionals are getting buried under a continuing stream of both useful and useless e-mail. Without a system for getting “control of the beast”, professionals spend much of their work (and personal) time spinning wheels and feeling highly unsatisfied. If you would like to get control of your e-mail “beast”, you should attend this program. Learn a proven system for taming your e-mail account, strategies for keeping your inbox efficient and under control by building and administering a personal “e-mail infrastructure”. Reduce the mess in your inbox by having “natural” places for your e-mails to go. Learn how to get rid of all those “quick little” e-mails once and for all, as well as how to mitigate or even eliminate much of that annoying junk and spam. Learn several key technical tips for better managing your e-mail more efficiently using market-leading software like MS Outlook and/or Gmail. Finally feel on top of your e-mail and related activities, rather than feeling it is on top of you.. (see separate bio for Randy Dean)

11:20a – 12:15p – Finding an Extra Hour Every Day: Strategies for Reducing Distraction/Finding Focus – Randy Dean In this popular quick-hitting program on “finding an extra hour of productivity” every day, Randy Dean, MBA, The E-mail Sanity ExpertR, uses humor and high energy as he goes into many of the most common areas of productivity loss (and possible gain!) afflicting many busy professionals today: managing multiple projects, maintaining “traction” when dealing with tasks and interruptions, managing your e-mails more efficiently, clearing the clutter in your mind for better focus and attention, keeping staff on task, tracking “who owes you what” and getting that information on time, and better managing your calendar and contacts for better time and relationship management. His goal is to help stressed out performers learn several new and immediately useful strategies for finding a few minutes on tasks, activities, and actions you are already doing, leading to at least an extra hour of productivity every day. We will also cover a few key areas of common distraction: interruptions (both phone and in-person), text messaging, smart phone/app/social media distraction, and more, as well as a better way to start and manage your day so more time and focus is devoted to your key projects, clients, and activities with less distraction. (see separate bio for Randy Dean)

1:20p-2:30p – Deploying Secured Messaging: Aaron Boatin In this session, Aaron Boatin will cover the ins and outs of deploying the top secure text messaging solutions for your clients. It will include step-by-step instructions for setting up programming for your Startel software.

1:20p-2:30p – Intelli-site Member Contract & More – Lauren Garza & Team This session will cover the Intellisite options, with a heavy concentration on the Contact Page -What we use it for, as well as an overlook at what is required to set up an IntelliSite contact page for your clients and / oremployees!

4:00p-5:00p – Pearls of Wisdom from your colleaguesThis will be an interactive session where you can pick the brains of your peers. People will be able to ask their colleagues how they address/solve/deal with issues and situation in their call center. The floor will be open to everyone and we’re hoping to come away with some “best practice” ideas for everyone.

Descriptions for PINetwork Optional Sessions on Tuesday: Please attend the sessions that you think will be most beneficial to you.

TUESDAY - MAY 2ND-2017Super Tech Session 9:05-10:05 Managing your Holiday/TOD formulas-Alex MIf you’ve ever heard a client tell your dispatcher “why are you calling me at home, the office is open” OR “why are you faxing the office, you should have called the on call” you know how important it is to stay on top of your clients’ hours of availability.

Alex Molochko of Direct Line Teleresponse will present a comprehensive and easy-to-implement system built to accommodate everything from yearly holidays to temporary closures to “gone early” so that your service is always following your client’s correct protocol for office hours/after-hours call handling – down to the minute.

Super Tech Session 10:05-11:05 Super Tech Round-Table / Open Forum Discussion facilitated by Alex Molochko & Ray Shaw

Super Tech Session 11:20-12:15pm VOIP Monitoring-Nate Gefvert

• Components of a SIP (VOIP) call• What you can troubleshoot by looking at capture data• One-way audio issues• DTMF issues• Prematurely dropped calls• Call quality issues• Problems with interconnectivity of VOIP platforms• Capturing data – concept of how it is done on physical and virtual networks• Example:• Sample implementation• Sample process of diagnosing issues above

1:20 to 2:20p Alternate Revenue & Communications-Jeff Wood/Shelly Massey/Nate GefvertCommunication is changing. TAS clients want us to manage text, emails & chats in addition to phone calls. What is the future generation expecting in communication? How can we meet their needs? Discussion and application demonstration for additional services such as inbound text, inbound email & Live Chat.

2:50pm-3:45pm-Disaster Recovery Planning-Ray Shaw Does your Company have a Disaster Recovery Plan ?Presenter, Ray Shaw will share some practical steps in developing a disaster recovery plan for your company and share what Business & Professional Exchange has in place for its own disaster recovery

4:00p-4:30p Customer Database-Shelly Massey Our clients have customer information that can assist us in meeting their needs. How do we access this information and how can it benefit your TAS and your clients? Learn how to use Pinnacle’s Caller File feature to pull information into your scripts.

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Randall Dean, MBA, The E-mail Sanity Expert® and author of the recent Amazon.com #1 E-mail Bestseller, Taming the E-mail Beast, has 25 years of experience using and teaching an advanced time management/personal organization system, including systems for effective e-mail management, office clutter reduction, optimizing your Outlook and/or Gmail/Google usage, and getting the most from affiliated smart phone and tablet devices. He has taught different versions of his time & e-mail management systems for many prominent organizations including Procter & Gamble, Michigan State University, University of California Berkeley, Westinghouse Electric Company, Volvo, The Global Business Travel Association, the Graduate Management Admissions Council, The University of Pittsburgh, Ohio State University, the Institute of Management Accountants, the National Association for Legal Career Professionals, the Michigan Association for Continuing Education & Training, and The Michigan, Indiana, Texas, and Iowa Societies of Association Executives for groups as small as five and as large as 550.

His speaking and training programs are consistently some of the highest-rated programs for the many conferences and clients he speaks for, including major conferences, Fortune 500 organizations, top universities, governmental agencies, and leading nonprofits -- basically anyone struggling to better manage their time, e-mail, smart phone/tablet devices, Google productivity apps, and/or Microsoft Outlook. (And he makes these topics fun) Why E-mail Training? It is an ROI no-brainer! Look at these statistics: The average office-based professional spends 2+ hours daily just reading, responding to, and administering e-mail. And many professionals in numerous industries and professions report spending half or more of each day just working their e-mail. Yet, only 1-3% have had formal training on tools like Outlook or Gmail.

Thus, they have learned on their own. And, because of this, they are reading each e-mail 3-7 times before handling it -- burning valuable time each and every time they look at it. They are also checking their inbox about 15 times per day, with about 25% checking 20 or more times per day! That is every few minutes! And they wonder why they are so distracted? They work their inbox first, and miss the most important tasks and client activities because they are so inbox focused -- not client, project and task-focused! And, because of the lack of specific software training in Outlook and Gmail, they are often missing opportunities to be significantly more efficient and effective with often-hidden yet highly useful tools within their software.

I fix this. I get people using e-mail the right way, and putting e-mail in its proper place. They find productivity, efficiency, prioritization, focus, and, most importantly, sanity when administering their inbox. They learn immediately usable tips, strategies, and techniques -- from uber-practical to highly strategic. And their inbox doesn’t own them anymore.

Proof? One major university client found the average attendee to my sessions saved 2+ hours per week. That is PER employee! (Extrapolated across all attendees, that worked out to being a 2000% first year ROI!) Another client had about 70 senior managers and directors attend my session. Two weeks later, they had about 50,000 less e-mails in their collective inboxes (and yes, their IT director was more than pleased!)

When you add it up, this program typically pays for itself in a matter of weeks! After that, the program goes into pure profit! This is why numerous clients have had me present this program 5 or more times to their staff. And numerous individuals have taken the program several times, just so they can continue improving and perfecting these techniques. Did I mention I make it fun too? That is why I do 75-100 client sessions each and every year. The sessions are humorous, fast-paced, and very engaging -- no one falls asleep in my sessions! I can help your organization, your staff, and your members too.

KEYNOTE SPEAKER


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NOTES:


Lauren Garza – Speed-E’z Exchange has worked for Speed-E’z Exchange, a family business started by Jo Ann Browne, since 1997 - when she was 17. Beginning as an agent, I became Speed-E’z Operations manager in 2007. We started with a 5700 and joined the SNUG group in 1999, although I didn’t get involved with the organization until I was able to attend my first conference in 2004. I have attended as many conferences as I was able since then and I really enjoy meeting other people who have similar work issues and learning from them. I have served on the SNUG Board of Directors for the past two years, both as the Technical and Membership Chair- as well as the Secretary for both years of service, and would welcome the opportunity to continue serving SNUG members in any capacity needed.

Kelly Goodwin is the Vice President of Operations for MedCom Professional Services, Inc., / Keystone Answering Services based in Levittown, Pennsylvania. Kelly joined the MedCom / Keystone team as a Customer Service Agent while still in high school.

Kelly worked as a Customer Service Agent while attending Temple University, during which time she began to take on more responsibilities with MedCom / Keystone, moving into the role of Database Administrator. Upon receiving her Bachelor’s Degree in Mathematics, Kelly was promoted to Operations Manager where she was able to apply the knowledge she had already gained in her previous roles.

In order to further her career, and continue her quest for knowledge, Kelly obtained her Master’s Degree in Business from LaSalle University, while serving as operations manager. Upon completion of her Master’s Degree, Kelly was promoted to Vice President of Operations, her current role.

Kelly is responsible for managing the daily operations at MedCom’s three office locations as well as ten remote agent locations. Kelly manages all client interaction, scheduling for all locations, and all human resources functions including recruiting, interviewing and hiring all staff. Kelly has been instrumental in developing, implementing and maintaining programs such as Agent Evaluation, Supervisor Evaluation, Call Monitoring and Quality Assurance. Kelly has participated in the development of many SNUG programs including Agent, Supervisor and Dispatcher Certifications.

Kelly currently serves on the SNUG Board of Directors as the Treasurer and as the Certification Chair. Kelly would be honored to continue serving on the board for another term, in whatever role is needed.

Lucas Hakes started his career with Ace Answering Service in May of 2015 as their IT support. His job duties were mainly focused on maintaining their IT infrastructure, but His duties have since expanded drastically. Over the 2 years I have been at Ace, I have slowly been taking on more and more roles associated with technology and business. I provide 24/7/365 support for any technical issues that may arise, I provide insight into where we should advance ourselves when dealing with technology, and I have recently begun to focus on business development. I now attend several networking groups and chambers of business in order to help Ace branch out. I started at Ace shortly after graduating with my Bachelors of Science in Computer Science, and have just resumed classes to obtain my Masters in Business Administration (MBA). I attended my first SNUG

conference last year and fell in love with idea of everyone working together to help the Startel industry grow. If chosen for the Board of Directors, I hope to provide insight of possible areas to grow, help assist with current projects, and use this opportunity to grow with the industry.

BOARD OF DIRECTOR NOMINEES


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TOTALL� AW�IOM�

Join us on Tuesday, May 2nd, from 6:30pm - 8:30pm at the Mayfair Hotel & Spa in Coconut Groue, FL!

Dress to impress in your best 80s attire 11Best Dressed" wins a prize

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STARTEL ® Professional , Teledata

Next Year… Denver, COApril 22-24, 2018 at the historic &world famous Brown Palace Hotel

Denver Airport· Offers nonstop service from more than 160

U.S. cities· 15 commercial airlines · Four low-cost air carriers (Frontier,

Southwest, AirTran & JetBlue)· Averages more than 1,500 flights daily

startel national users group &...

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