Name: Best in Class Contact Centres: A Use Case in Innovation
Start: 2020-11-19T10:00:00Z
End: 2020-11-19T10:00:45.000Z
Location: BrightTALK
Rating: 5

We deliver the promise of the connected world. 

In today’s rapidly transforming environment, we integrate, secure and operate the networks, and mobile technologies that help businesses and governments around the globe expand reach, increase productivity, improve agility, and maintain longevity.

Our solutions across Connectivity, Security and Advanced Business Communications are designed to help enterprises pursue new possibilities and create entirely new revenue streams – more efficiently than ever.

The Network and Data Architecture for AI-Powered Urban Services

A successful smart city is built on a foundation of ubiquitous connectivity and a robust data strategy. This webinar provides a blueprint for city leaders on designing and implementing the core infrastructure for AIoT. We will cover how to leverage fiber and 5G to connect a city-wide sensor network and how to build a data platform that can process this information in real-time to optimize services like transportation, waste management, and public safety.

Shift + ALT + Disrupt (Episode 7): Building the Smart City's Nervous System

"Friday Forward" is a 30-minute conversation that takes place every 2 weeks and covers the Public Sector digital transformation topics that are driving conversations in the federal government, state and local governments, public safety, education and health care.

Michael Hackmer will host. There will be time for a short Q&A session at the end of the webinar.

Shift + ALT + Disrupt: Friday Forward

Many modernization efforts fail to deliver enterprise-wide value because they remain trapped within organizational silos. This session details the architectural approach of a "connectivity layer," a strategy for bridging disparate systems and applications to create a unified, secure, and efficient digital ecosystem.

Shift + ALT + Disrupt (Episode 6): The Silo-Breaker's Playbook - Architecting a Connectivity Layer for the Modern Agency

This episode of “Shift + ALT + Disrupt,” we are all about AI - exploring the latest trends in Artificial Intelligence (AI) across different segments of the Public Sector, what challenges agencies and organizations are experiencing, and how can the Public Sector organizations ensure they have a robust digital backbone to support what they are doing now and what they want to do in the future.

Speakers to be named in the weeks ahead.

Shift + ALT + Disrupt (Episode 5): AI Trends in Public Sector

In this episode of "Shift + ALT + Disrupt" we will cover key cybersecurity strategies and solutions for government agencies.

During my Cyber Panel discussion, we talk about how federal, state and local government agencies face an unprecedented set of cybersecurity challenges - from safeguarding remote workers and mobile and Internet of Things devices at the edge, to protecting mission-critical systems and data at the core. What steps can agencies take to deal with these challenges?

Then we will bring in the large Digital Transformation Panel to explore topics ranging from government mandates and zero trust, to network modernization, and securing the digital backbone that supports artificial intelligence.

There also will be time to answer questions.

Shift + ALT + Disrupt (Episode 4): Top Cybersecurity Trends for 2026 and Key Strategies to Better Protect Your Network

In this end of the year episode of "Shift + ALT + Disrupt," we will have a full hour-long discussion with our Digital Transformation Panel. 

In the first segment, I'll ask them to take a look at 2025 and talk about some of the exciting things we've seen across the Public Sector landscape.

Then, in the second segment, I am going to ask them to get out their Magic 8 Balls and predict the future of digital transformation. What will organizations embrace? How is AI going to influence what we see?

Shift + ALT + Disrupt (Episode 3): What Does the Future Hold for Digital Transformation in the Public Sector?

Join the Verizon Threat Research Advisory Center (VTRAC) for an engaging fireside chat as we dissect what defined the cybersecurity landscape in 2025, explore lessons learned from high-impact incidents across sectors, and look ahead to the trends that will likely shape cyber risk in 2026.

Our guest this month is Chris Novak. Chris is the Vice President of Global Security Solutions at Verizon. He has a distinguished career of 20+ years, was a founder of VTRAC, named a Top Cybersecurity Leader by Security Magazine, and is an inaugural member of President Biden's Cyber Safety Review Board. Chris leads a world-class team of consultants located across the Americas, EMEA, and APAC. His team leads thousands of cybersecurity investigations and penetration tests annually. His team has also been consistently rated by external analyst firms as being a leader in the market.

If you have any questions related to cyber intelligence and this month's topic that you'd like us to cover on the call, please send them to the following email address: Threat.Intel@verizon.com."

Verizon Threat Research Advisory Center MIB:  Cybersecurity 2025: Year in Review

Iot & Security PH

With the Internet of Things (IoT), industries can be transformed, new experiences enabled, and real business value realized. What are the current and future cutting-edge trends driving true business value? Join this webinar to explore not just the underlying technology moving IoT forward, but also to hear directly from IoT leaders on how they are driving value today.

What you will learn:
● How AI and IoT are intersecting and accelerating business growth
● How customers are implementing IoT in the here and now
● A Deep dive discussion on future IoT solutions across a wide variety of industries such as Automotive, Retail, Healthcare, Security, Manufacturing, and Utilities

IoT State of the Market: Turning Connections into Business Outcomes

Join the Verizon Threat Research Advisory Center for an engaging fireside chat on cyber insurance, risk management and preparation, privacy matters, breach response, incident management, and other important issues affecting organizations.

Our guest speaker for this month is Tammy Kocher, Vice President and Head of Cyber Underwriting at MSI, one of the largest independent managing general agents (MGAs) in the United States. Tammy is building MSI’s Cyber Division from the ground up to design, develop, launch, and lead its first product, Managed Care Cyber, the first of many products in the evolving portfolio.

With over two decades of underwriting leadership, Tammy is widely recognized and respected across the U.S. and London markets as a leading cyber expert, protecting some of the most complex Fortune 500 organizations. Her technical acumen in assessing cyber risk and privacy exposures establishes her as a trusted leader bridging the worlds of security and insurance. She built and grew prior programs, managing a combined $50 million portfolio through leadership roles at BCS Financial, Argo Pro, and Chubb.

She has been recognized as a Hot 100 Insurance Leader (2024), Elite Woman Leader in Insurance (2022) by Insurance Business America, and Most Inspiring Woman in Cyber (2021), and is a sought-after conference speaker and podcast guest who brings an insider perspective, market insight, and clarity to the evolving cyber and privacy landscape.

If you have any questions related to cyber intelligence and this month’s topic that you’d like us to cover on the call, please send them to Threat.Intel@verizon.com.

Demystifying Cyber & Privacy Insurance: Coverage, Market Insights, Trends, and Future Innovations

Join us for an exclusive session where you’ll learn about recent enhancements to the Verizon Open Development Portal and how those enhancements can help developers like you bring solutions to market quickly and with confidence. 

During this session, you’ll also hear about:

 • Recent OD device certification refinements
 • Advancing the OD portal experience: new capabilities and redesigns
 • Accelerating timelines: A future outlook for FastTrack Certification
 • AI integration
 • Automated certification platform and Verizon Lab utilization
 • The latest on Network Slicing, 5G RedCap (Reduced Capability) and NTN (Non-Terrestrial Networks) 

Whether you’re preparing a new device for market or looking to streamline your certification process, you’ll learn how the Verizon Open Development Portal can allow you to stay ahead in a fast-paced environment.

The session will also feature a live Q&A with our resident expert.

Open Development Portal: What's new & next

The financial and operational fallout from a cyberattack is more severe than ever. The 2025 Mobile Security Index reveals that more than half organizations surveyed that suffered a mobile security incident experienced downtime and data loss. 

Join our panel discussion with experts from Check Point and Verizon to learn more about:

- Why a decentralized security and networking architecture is necessary in our hyper connected world where security controls and policy enforcement are embedded directly into distributed network nodes—across edge devices, branches, clouds, and data centers (SASE).
- Why and how enterprises not only need to leverage new AI tools to better protect their infrastructures, but also need to protect their generative AI applications.
- How security point solutions are creating more risks with disparate management portals and too many panes of glass.
- How an MDM (Mobile Device Management) differs from a MTD (Mobile Threat Defense) solution.

AI-Powered Defense: A New Strategy for the Modern Mobile Threat Landscape

Improving the customer experience – innovation and automation for the digital savvy enterprise.

Customer experience is a top five priority for CIOs around the world: the pandemic has only increased the importance of digital communications, enabling effective and efficient interaction with customers whilst reducing reliance on overburdened agents.  

Verizon employs over 130,000 people around the world and around 30,000 contact centre agents.  Within the United States, it has recently introduced Google Contact Center AI into centres which serve 94 million subscribers and provides advanced natural language processing techniques to deliver a faster, more accurate interaction.  During this session, Steffen Selbmann, a contact center specialist based here in Europe, discusses our use case: why Verizon decided to make this investment and the benefits it promises to deliver.

Best in Class Contact Centres: A Use Case in Innovation

Customer Experience

Contact Center

Customer Care

Google

Artificial Intelligence

natural language processing

Communications

Covid-19

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Marketing Operations and Automation

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Marketing

The marketing community on BrightTALK is made up of thousands of engaged marketing professionals. Find relevant webinars and videos on marketing strategy, branding and more presented by recognized thought leaders. Join the conversation by participating in live webinars and round table discussions.

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infrastructure and creating software-defined data center components. However, it can also complicate your infrastructure. Join this active community to learn best
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Virtualization

Welcome to the mobile computing community on BrightTALK! With the consumerization of IT and the widespread adoption of mobile devices across the globe, mobile computing has become an important part of many people's lives in a culture of bring your own device (BYOD). With mobile devices doubling as work phones and more employees working from home, businesses need to provide secure access to data and work applications from anywhere at any time. Join this growing community and hear from industry thought leaders in webinars and videos as they share their insight on mobile computing research and trends.

Mobile Computing

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IT Service Management

Cloud computing has exploded over the past few years, delivering a previously unimagined level of workplace mobility and flexibility. The cloud computing community on BrightTALK is made up of thousands of engaged professionals learning from the latest cloud computing research and resources. Join the community to expand your cloud computing knowledge and have your questions answered in live sessions with industry experts and vendor representatives.

Cloud Computing

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IT Security

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Data Center Management

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Application Development

Unified communications improve collaboration and increase productivity among employees through technologies such as VoIP, instant messaging and social media. Join this community to learn how to benefit from the full value of unified communications and collaboration technologies.

Collaboration and UC

The unexpected nature of natural disasters and other disruptive events means that preparation is key to managing disaster recovery and business continuity planning. Join the business continuity and disaster recovery community for live and recorded presentations discussing best practices for business continuity planning, disaster recovery programs and business continuity management. Learn from BCDR experts to develop your critical infrastructure and gain insight into tactical solutions to your BCDR issues.

Business Continuity / Disaster Recovery

Practicing business intelligence allows your company to transform raw data into sets of insights for targeted business growth. The business intelligence and analytics community on BrightTALK is made up of thousands of data scientists, database administrators, business analysts and other data professionals. Find relevant webinars and videos on business analytics, business intelligence, data analysis and more presented by recognized thought leaders. Join the conversation by participating in live webinars and round table discussions.

Business Intelligence and Analytics

Join thousands of engaged IT professionals in the application management community on BrightTALK. Interact with your peers in relevant webinars and videos on the latest trends and best practices for application lifecycle management, application performance management and application development.

Application Management

Network infrastructure professionals understand that a reliable and secure infrastructure is crucial to enabling business execution. Join the network infrastructure community to interact with thousands of IT professionals. Browse hundreds of on-demand and live webinars and videos to learn about the latest trends in network computing, SDN, WAN optimization and more.

Network Infrastructure

Welcome to the big data and data management community on BrightTALK. Join thousands of data quality engineers, data scientists, database administrators and other professionals to find more information about the hottest topics affecting your data. Subscribe now to learn about efficiently storing, optimizing a complex infrastructure, developing governing policies, ensuring data quality and analyzing data to make better informed decisions. Join the conversation by watching live and on-demand webinars and take the opportunity to interact with top experts and thought leaders in the field.

Big Data and Data Management

Get powerful help desk and support insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the help desk and support strategies that effect business value and growth.

Help Desk and Support

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Information Technology

Happy employees make productive employees. HR managers are now finding that compensation and benefits alone cannot keep employees happy; they also need nurturing through proper training and development. Join the BrightTALK talent management community to learn how to engage and retain your best talent by providing them with the tools and rewards they need to enhance their performance and reach their potential.

Talent Management

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Learning and Development

Human resources is intrinsically linked to business success and requires a thoughtful balance of a variety of complex issues. The human resources community on BrightTALK is made up of thousands of professionals in human resources exchanging human resources best practices and advice. Watch hundreds of on-demand webinars for immediate information or participate in upcoming live webinars and have your questions answered by respected HR thought leaders.

Human Resources

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

The sales community on BrightTALK brings together thousands of engaged sales professionals. Learn about careers in IT sales and marketing, sales techniques and selling strategies. Join the discussion by participating in on-demand and live sales webinars and summits with leaders in the sales industry.

Sales

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Emerging Technologies

Get powerful manufacturing insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on strategies and techniques to accelerate production cycles while increasing efficiencies and improving profitability.

Manufacturing

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Research and Development

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Leadership

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CxO Strategy

In the business management community, commercial experts will be sharing webinars and videos on an array of subjects. From sales and marketing, to finance, productivity and growth, this content will help you stay up-to-date with the current economic environment and provide timely management insight to drive business growth.

Best in Class Contact Centres: A Use Case in Innovation

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About this talk

Verizon Business