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Socitm President’s Week 2021, virtual

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PCI Pal’s Director – Channel Sales, Phil Jude, is joining 8×8 and Liverpool City Council for a breakout session at this year’s Socitm ‘President’s Week’.

Across four days delegates will discover why and what is needed to put the recovery of people and places at the heart of local government. Attendees will meet international and national guest speakers from central and local governments. Alongside industry experts and partners the conference will create conversation, insight, and actionable takeaways, as we explore the road to post-COVID-19 recovery and beyond.

Beyond the cloud contact centre – reimagining service delivery
Day 3 – June 09th, 2021
12:10 – 12:30

In 2020, spurred on by lockdown, public sector IT leaders found themselves at the forefront of a digital communications revolution. The race to keep staff and the local community connected saw many abandon their outdated on-premises systems in favour of cloud communications.

Once the immediate need to securely enable a remote contact centre was addressed, innovative organisations, like Liverpool City Council, quickly realised that cloud communications provide far-reaching opportunities to reimagine how they serve the public.
Join Liverpool City Council’s Assistant Director ICT—Alison Hughes and 8×8’s Market Intelligence Director—Chris Marron as we discuss service delivery best-practice beyond the cloud contact centre and why the public sector is leading the way.

  • The challenges and opportunities of enabling a cloud contact centre
  • Lessons learned about empowering an agile workforce
  •  What does good communication look like in the post-pandemic era?
  • How IT leaders can shape public service delivery models
  •  Maximising performance using AI and IVR automation
  • Maintaining secure working practices for remote staff – securing payments remotely


Alison Hughes, Assistant Director ICT, Digital and Customer, Liverpool City Council

Chris Marronm, Market Intelligence Director, 8×8

Phil Jude, Director – Channel Sales, PCI Pal


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