Overview

August 19

The pandemic exposed the limitations of legacy contact center technology. On-premises systems struggled to respond to rapidly changing requirements like spiking call volumes and the transition of contact-center agents to remote work. As a result, constituents often faced long delays in getting the help they desperately needed.

Join us Aug. 19 to find out how a cloud-native contact center platform can help your organization address these shortcomings, while delivering a better customer experience and improving internal operations. Government Technology will host experts from the Center for Digital Government and Talkdesk for an interactive discussion on using modern cloud technology and artificial intelligence to strengthen contact center scalability, agility and resilience.

If your organization uses on-premises or even first-generation SaaS contact center technology, this live webcast is designed for you. Find out how a cloud-native solution can:

-- Support incremental migration strategies that let you launch new capabilities fast with reduced risk and disruption.
-- Simplify integration with existing ERP, CRM and other business systems.
-- Eliminate capacity constraints and enable use of automation and AI to improve experience and efficiency.
-- Position your organization to respond quickly to the latest constituent engagement trends.

Speakers

John Bastin

Vice President of Public Sector Industry Strategy, Talkdesk

John Bastin brings more than twenty years of experience delivering solutions to better serve the needs of the public sector, having led strategy, product management, sales and marketing in a number of companies focused on the public sector market. As Vice President of Public Sector strategy, John and his team focus on bringing Talkdesk solutions and offerings to market that will transform the citizen government experience.

William (Bill) Rials, Ph.D. — Moderator

Associate Director and IT Professor, Tulane University and 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, where 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 government technology career delivering value to state agencies, local governments, and law enforcement agencies throughout the State of Mississippi. He has served in CIO, CTO, and CISO roles for local governments and also in various leadership positions within the state of Mississippi’s IT organization as a deputy to the state CIO.

Webinar

Next-Gen Engagement: Why Your Contact Center Should be Cloud-Native and AI Enabled