Overview

March 15

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Providing a great self-service experience is paramount for today’s government contact centers. Giving your constituents an easy and quick way to answer questions or solve problems on their own improves customer experience, decreases cost and reduces internal workloads. It’s perhaps the single most powerful improvement contact centers can make to meet today’s demands and prepare for the future.

 

Join Government Technology March 15 for an in-depth look at how AI-powered virtual assistants, seamless channel hopping and other advanced capabilities can give residents instant gratification while removing simple service requests and repetitive questions from call center agent workstreams. You’ll get expert insights on:

 

-- Choosing the right chatbot and virtual agent solutions for your organization

-- Techniques for getting constituents to the right information and services faster

-- Optimizing experiences for the public and your workforce.

Speakers

 

Brian Mistretta

Director of CXone Product Marketing, NICE

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 experiences to clients and driving customer advocacy.

 

Bob Woolley

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, including large-scale database migrations from RDMS to NoSQL platforms. He has extensive private-sector experience with Microservices Architecture implementation and DevOps using hybrid cloud deployment patterns.

 

Bill Rials — Moderator

Senior Fellow, Center for Digital Government

William (Bill) Rials, Ph.D., is a professor and associate director (department chair) of the Tulane University School of Professional Advancement IT and Cybersecurity Program. He focuses on continually delivering and updating the program curriculum based on innovative and emerging technologies. Before transitioning to academia and higher education, he had a diverse gov tech career delivering value to state agencies, local governments, and law enforcement agencies throughout the state of Mississippi.

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