Overview

May 20

Watch Now

Many government organizations discovered the power of chat bots, virtual agents, online self-service and other modern contact center features during their response to the COVID-19 pandemic. These intelligent and constituent-friendly tools helped agencies meet unprecedented demand for information and services during the crisis. But these tools can do more than help your contact center respond to spiking demand in an emergency. They also can be part of a proactive strategy to improve customer experience and engagement.

Join the Center for Digital Government and NICE inContact for an engaging and interactive discussion on how to use artificial intelligence and automation to improve customer experience in your contact center. If your agency implemented these technologies during the COVID crisis, we’ll show you how to leverage that investment to enact long-term improvements. And if you’re still considering these tools, we’ll show you how they can help serve and engage residents in effective new ways.

Register now and make plans to join us May 20 at 11 a.m. Pacific / 2 p.m. Eastern learn more about how intelligent software and automation can:

· Help your contact center provide 24/7 service
· Collect information from callers upfront, eliminating blind transfers to agents
· Answer routine questions and free agents to work on more complex issues

Speakers

Louis Carr, Jr. headshot

Louis Carr, Jr.

Senior Fellow, Center for Digital Government

Louis Carr, Jr. is an executive level information technology professional with over 30 years of IT experience. He has 13 years of executive level and strategic planning experience, and 19 years of IT project management and IT management experience. He has managed annual budgeted up to $200M and has had oversight over as many as 530 IT employees. He has worked for several government agencies as Chief Information Officer, including the City of Los Angeles Department of Water and Power (the largest public utility in the US), the State of Texas Department of Transportation (the largest state DOT in the US) and Clark County Nevada (the largest county government agency in the state of Nevada), the City of Arlington and the City of Las Vegas. He has overseen transformative technology upgrades at all agencies such as replacing aging financial systems, deploying cloud-based office productivity software systems and leading teams that developed award winning websites. On the personal side, he has 3 adult children (2 boys and 1 girl) and 2 grandsons. In 2019, he moved to Irvine, CA, where he currently resides. Louis enjoys live music, especially jazz and symphonic music.

Brian Mistretta headshot

Brian Mistretta

Director of Product Marketing, NICE inContact

Brian Mistretta is NICE inContact’s Director of Product Marketing and leads the company’s Federal State and Local Government Marketing efforts. Mistretta has spent his career marketing both business to business and business to consumer technology solutions and brings a strong focus on delivering exceptional experience between agencies and their constituents.

Bob Woolley headshot

Bob Woolley — Moderator

Senior Fellow, Center for Digital Government

Bob was the chief technical architect for the state of Utah’s Department of Technology Services, including the development of the state’s Utah.gov portal. Utah has been widely recognized in these areas with numerous national awards. He has also been a technical lead and RFP writer for the WSCA/NASPO Cloud and Data Communication Procurements. He has experience with state, county and higher education employee skill assessments and technology upgrade implementations. He has extensive experience with development and implementation of enterprise infrastructure and technology services. He focuses on e-government and technical architecture, with special emphasis on technical architecture implementation, planning and analysis; Web design; cloud implementation; and development of online government services. He is a specialist in Theory of Operations documentation processes and implementation of Microservice Architecture and DevOps in hybrid cloud environments. He has worked in the public sector as a university professor and systems analyst, and in the corporate world as a company president and enterprise architect. He has a master’s degree from Utah State University. He was named as one of Government Technology Magazine’s Top 25 Doers, Dreamers and Drivers, and has specialized in applying new and emerging technology solutions to government.

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