The Digital Model of Engagement

Servicing citizens has progressed from simply handling phone calls, into multi-channel digital engagement models, ensuring consistent and efficient citizen experiences anywhere, anytime, on any digital channel. Digital models of engagement are required to provide better service, collaboration, and experience to meet rising constituent expectations including citizens, businesses, and service provider partners. 
During this on-demand webcast, we will highlight the State of New Mexico Department of Workforce Solutions UI Modernization project. Sueanne Athens, CIO for the Department of Workforce Solutions (DWS) and Aaron Hines, Director of Call Center Operations, will discuss their journey to deliver better citizen experience including their business objectives, results, and insights to their future vision. 
We will proceed to demonstrate several innovative capabilities that will inspire your aspirational goals to be more responsive, collaborative, and impactful including:
  • Omni-Channel Experience
  • Cloud Services IVR/ACD
  • Operational Analytics
  • Voice Recorded Calls
  • Voice to Text Case Notes
  • GEO Coding
Throughout the webinar we will highlight tangible business benefits including:
  • Regulatory compliance
  • Consolidated operations
  • Collaborative engagement
  • Citizen experience
  • Resolution times 
  • Lower cost of operations

Relevant Government Agencies

Other Federal Agencies, Federal Government



Event Type
On-Demand Webcast

This event has no exhibitor/sponsor opportunities

Complimentary:    $ 0.00

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Event Sponsors

Salesforce, Deloitte Digital, Five9

Salesforce Government Team at Carahsoft
Deloitte Digital & Five9 Gov Teams at Carahsoft

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