Overview

September 9
11AM PT, 2PM ET

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The past 18 months put government contact centers to the test: They took on contact tracing, vaccine distribution and other critical tasks, while handling spiking demand for public health information and social services. As we move into a post-pandemic world, there’s never been a more important time for digital innovation in these critical facilities.  

 

Join Government Technology on Sept. 9 for an interactive conversation on contact center transformation. The pandemic accelerated constituent expectations around digital service delivery -- and it showed how technologies like chatbots can help contact centers cope with new demands and workloads. Now, find out how AI, automation and other intelligent digital tools can help your organization take the next step around improving digital experience and empowering contact center agents to deliver on agency missions.

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.

 

Brenda Decker — Moderator

Senior Fellow, Center for Digital Government

Brenda Decker most recently spent five years with IBM as a Director for Global Government Industry services. Prior to IBM, Brenda served in Nebraska state government for 37 years, 10+ years as the state's chief information officer with responsibility for state government computing, telecommunications, public safety radio, and video conferencing. Her expertise leading, transforming and managing large IT organizations has created high-performing teams and partnered cross functional public and private organizations. Her work has garnered both local and national recognition for her contributions to government technology.

 

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.