Citizens expect more from their government and your contact center is often the front door. In this session, explore how Microsoft Dynamics 365 Contact Center is transforming how state and local governments deliver responsive, secure, and accessible services across all channels.
Join RSM's experts for a dynamic walkthrough of how artificial intelligence, omnichannel communication, and Microsoft Teams integration are reshaping call centers into citizen experience hubs. You’ll discover how agencies can automate routine inquiries, reduce call volume, and empower agents with real-time data and collaboration tools.
What to Expect:
- See a live demonstration of Microsoft Dynamics 365 Contact Center tailored to high-volume government service needs (e.g., 311, public assistance, licensing).
- Learn how to integrate voice, chat, email, and social into one seamless citizen service experience.
- Discover how AI-powered bots and automation can handle common inquiries, freeing agents for complex tasks.
- Understand how Microsoft Teams and Dynamics work together to improve internal collaboration and reduce call resolution time.
Key takeaways:
- Omnichannel is essential as citizens want to engage on their terms
- AI boosts service, not just efficiency, from call summaries to suggested responses
- Built-in analytics and dashboards give supervisors the insights to optimize operations.
- Leverage the Microsoft Cloud to meet public sector data governance standards.
Who should attend:
- CIOs, CTOs, and IT Directors in state and local government exploring cloud-based platforms for contact centers
- Contact Center Managers and Supervisors responsible for daily operations and citizen experience
- Public Engagement and 311 Program Leaders seeking omnichannel service models
- Operations and Digital Services Teams focused on automation, analytics, and process improvement
- Innovation Officers, CX Leaders, and Transformation Directors driving digital modernization initiatives
Modern doesn’t mean complex: With the right tools and support, even small agencies can make a big digital leap. This webinar will include a live Q&A session, allowing you to get personalized advice from our experts. Whether you're considering Microsoft D365 for your own firm or looking to expand your service offerings, this webinar is a must-attend!
