What You'll Learn
On-Demand Webcast: AI-Enhanced Citizen Services Unlocked with Microsoft Dynamics 365 Contact Center
Discover how Microsoft Dynamics 365 Contact Center can transform citizen services for greater efficiency and engagement
Watch On-Demand
Video Navigation
- 00:00 - Kick-Off & Housekeeping
- 02:09 - About HSO: A Global, Award-Winning Microsoft Partner
- 03:55 - Introduction to Microsoft Dynamics 365 Contact Center
- 17:48 - Availability of Microsoft Dynamics 365 Contact Center in Government Community Cloud (GCC-M)
- 18:55 - Challenges in State and Local Government Contact Centers
- 20:01 - Demos: Real World State and Local Government Contact Center Solutions
- 20:57 - Use Case Demo: Tax Lien
- 29:25 - Use Case Demo: DMV IVR
- 32:50 - Use Case Demo: Citizen Complaint
- 37:13 - Recap & Next Steps
- 39:26 - Questions & Answers
To watch the recording in full screen mode, click on the icon in the lower right corner of the presentation after the video begins.
About the Session
State and local governments are under growing pressure to deliver fast, personalized services—but siloed data often stands in the way. Citizens expect quick resolutions, multiple ways to connect, and easy access to the services they need.
Join HSO and Microsoft for an on-demand webcast to see how Microsoft Dynamics 365 Contact Center can help government agencies transform citizen engagement. This AI-powered platform centralizes communication channels, automates routine tasks, and gives agents a complete view of each citizen—enabling faster, more effective support.
We also discuss the upcoming availability of Dynamics 365 Contact Center in the Government Community Cloud (GCC) and what it means for agencies looking to modernize their services while meeting stringent security and compliance requirements.
- 1
How Microsoft Dynamics 365 Contact Center unifies communication channels for seamless service delivery
- 2
The power of AI to automate workflows, improve response times, and enable self-service options
- 3
How a 360-degree citizen view enhances personalization and simplifies issue resolution
- 4
Best practices for integrating Microsoft Dynamics 365 into existing systems for optimized workflows
- 5
Tools to improve agent productivity and streamline service management
- 6
Insights into the forthcoming availability of Microsoft Dynamics 365 Contact Center in the GCC-M region and what it means for your government
Meet the Presenters
![]()
Tony Zhang | Enterprise Architect | HSO
Tony Zhang is an Atlanta-based Enterprise Architect with a strong focus on state and local government, specializing in Microsoft Dynamics 365 and the Microsoft Power Platform. With over a decade of experience, he is dedicated to delivering business value and fostering long-term client relationships. Tony holds several Microsoft Dynamics 365 Certifications and advanced degrees in Business Management and International Business, bringing extensive expertise in people and process-focused software solutions.
![]()
Marceline Smith | Sr. Specialist, Scale Global Black Belt | Microsoft
Marceline is a Global Black Belt with 25 years experience in technical sales, customer relations, and solution design. In her current role, her focus is to empower Microsoft's Strategic Partners to harness the full potential of our innovative solutions, ensuring mutual growth and success for our joint customers in their AI transformation journey.
![]()
Ryan Kaplan | Global Black Belt, D365 Contact Center | Microsoft
Ryan is a Global Black Belt at Microsoft with a deep background in Contact Center and Customer Experience technology. Before joining Microsoft, he held leadership roles with top technology and software partners and served as the Global Head of Voice on the client side. A third-generation U.S. Air Force veteran, Ryan also contributed to the Department of Defense mission in the Middle East as a civilian. Outside of work, he enjoys coaching his sons’ sports teams and spending time on the water as an avid fisherman.
Interested in exploring how AI-powered solutions can transform citizen services for your government?
Discover how Microsoft Dynamics 365 Contact Center can enhance service efficiency and responsiveness with HSO’s Contact Center Jumpstart. Schedule a personalized assessment to get started.
Explore More Resources for Government