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From YouTube: PRESENTATION OF AWARD OF DISTINCTION
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A
Vicky
is
going.
We
have
some
of
our
own
surveys
and
we're
happy
if
you'd
like
to
give
us
some
feedback.
We
learn
from
this
and
something
you
might
want
to
see
or
something
you
didn't
lie
it
for
sorry
and
the
other
thing
Vicky's
going
to
give
you
is.
We
have
Vicky's
going
to
have
this
at
the
registration
table
and
it's
just
some
information
if
you'd
like
to
leave
us
with
your
email
or
for
any
events
or
presentations,
if
we
might
be
doing
so,
we're
happy
to
do
that,
all
right,
we'd
love!
A
B
B
B
We
have
a
committee
that
first
of
all,
I
would
like
to
introduce
if
you'll
just
stand
up
or
wave
or
whatever
I
was
the
chairperson
of
the
committee,
not
a
voting
member,
but
we
have
Debra
Hudson
Debra
way
back
in
the
back
of
the
room.
She
is
a
board
member
from
Minneapolis
Janet,
Nelson
Jen,
it's
not
here
yet
she's
on
her
way.
She
is
from
Charlotte
North
Carolina
dan.
We
have
from
Sarasota
Florida.
We
all
know
Dan
with
a
little
piece
of
sand,
Kim
ohara
from
Baldwin
County
Alabama.
B
She
was
our
recipient
last
year,
so
she
was
on
our
board.
We
also
had
someone
who
manages
a
delta
dental
call
center
in
Louisville
Kentucky,
my
home
over
the
Kentucky
Derby
just
got
over
that
she
was
from
the
of
course
private
sector.
So
we
thought
it
would
be
a
good
idea
to
get
someone
from
outside
of
our
industry
to
help
vote.
We
had
a
really
difficult
time.
This
year,
the
last
couple
years
we
had
some
really
shining
stars.
B
This
year
we
had
a
whole
galaxy
of
stars,
so
it
was
very
difficult
to
come
to
a
solution
and
I
was
very
glad
that
I
did
not
have
to
choose
so
I
want
to
just
give
you
all
a
few
of
the
things
that
fear
the
submissions
that
we
had
the
call
center
from
Los
Angeles,
and
we
have
Donna
here
and
qilai
here
nice
to
meet
you
our
first
time
member
for
her
been
with
us
before,
but
Calais
has
not.
They
have
a
new
program
for
speech
analytics
and
I
thought.
This
was
amazing.
B
I
handle
a
lot
of
open
records,
requests
for
our
department,
which
includes
911
police
fire
ems
dispatch.
So
we
have
the
media
and
attorneys
contacting
this
all
the
time,
so
their
product
that
they
have
and
please
get
with
them.
If
you
all
have
questions
about
it,
but
it
finds
calls
that
are
recorded
by
you
can
search
by
the
caller's
name.
You
can
search
by
a
keyword.
They
have
12
built-in
categories
that
identifies
and
scores
calls
that
are
based
on
words
that
are
said
your
tone
of
voice,
even
a
pause
in
the
conversation,
and
it
like.
B
I
said
it
identifies
these
and
automatically
scores
them,
so
it
takes
a
lot
of
that.
What
you
like
her
better,
so
you
gave
her
a
better
score
out
of
it.
It
takes
any
of
the
judgment
out
of
it.
It
also
looks
for
your
volume,
your
tone
of
voice
as
I
said
empathy,
whether
you
know
it
looks
for
words
like
I'm,
sorry
or
I
apologize,
please
thank
you
and
so
forth.
So
as
you
all
can
see
that
product
I'm
sure
saves
a
lot
of
time
and
improves
training,
improves
customer
service.
B
B
B
We
all
know
that
if,
if
you
do
not
have
that
which
we
don't
in
louisville,
you
can
just
imagine
the
amount
of
savings
and
a
out
of
abandoned
cause
that
would
diminish
that
was
from
Charlotte
North
Carolina.
Then
we
also
had
a
city
that
has
a
scheduling
application.
That
I'm
sure
would
be
incredible
for
some
of
our
larger
call
centers,
it
was
called
empower
and
Minneapolis,
whose
mini
apple
Oh
back
in
the
back
Debra
from
Minneapolis.
If
you
have
any
questions
about
that
or
Matthew,
this
automatically
schedules
any
changes.
It
automates
changes
in
notifications.
B
It
allows
agents
to
bid
on
shifts
vacation
over
time
any
changes
that
they
want
to
make
to
their
schedule
and
it
controls
just
within
the
scheduling
parameter.
So
again,
with
your
larger
call,
centers,
I'm
sure
this.
It
would
be
an
amazing
tool.
Some
of
the
smaller
call
centers.
You
can't
change
anybody
schedule.
You
have
what
you
have,
but
for
the
larger
ones.
I
thought
this
was
a
great
time
saver
and
probably
a
much
more
fair
way
of
scheduling.
B
We
had
another
couple:
cities,
Newport
News
they're,
not
with
us
this
year
either,
but
they
had
a
lot
of
innovative
technology
ways
to
capture
information
cause
with
their
knowledge
base
without
creating
a
service
request.
Automating
their
reports,
automating
overdue
notifications,
and
one
thing
that
I
thought
was
really
interesting.
Is
they
have
a
location
alert?
B
So
if
you
have
that
property
that
people
call
in
on-
and
there
is
a
vicious
dog-
and
you
want
to
make
sure
that
the
inspectors
know
about
that
before
they
go
out
when
you
put
that
address
in
their
CRM
and
alert,
will
pop
up,
and
so
the
call
taker
will
know
that
they
need
to
go
through
whatever
their
processes
for
letting
that
inspector
know.
There's
a
vicious
dangerous
dog
there.
So
I
thought
that
was
pretty
pretty
cool,
not
having
sticky
note
around
your
computer
monitor
for
certain
addresses
that
come
in.
B
B
This
is
farther
their
mobile
app
application,
that's
called
pocket,
guff,
calm
and
so
I'm
not
going
to
go
into
any
details
about
what
their
innovation
is,
because
nick
is
going
to
be
able
to
give
a
presentation
on
thursday.
I
believe
so.
You
all
will
have
to
be
here
to
hear
how
incredible
this
pocket,
gov
calm
is
so
without
further
ado.
I
would
like
to
invite
nick
to
please
come
up.
B
I'm
going
to
put
this
down
and
my
voice
isn't
real
loud,
so
please,
let
me
know
if
you
can't
hear
me
or
I
can
give
it
to
Nick
Oh
Nick
on
behalf
of
the
Association
of
government
contact
center
professionals.
We
would
like
to
present
Denver
the
city
of
Denver
and
the
county
of
denver,
and
you,
of
course,
Nick
with
the
2016
of
art
of
distinction
for
innovation
in
technology.
Thank.
C
C
Opportunity
to
get
to
know
each
other
and
I
think
for
a
lot
of
you,
you
that
have
attended
conferences
in
the
past.
We
come
from
many
different
types
of
centers.
Sioux
Center
is
focused
or
has
a
integration
with
the
police
department.
I
know
that
their
centers
here
that
are
implicit
that
are
have
integrations
with
their
utilities.
C
Denver
311.
We
are
part
of
technology
service.
So
for
us,
this
award
is
a
great
honor
and
I
think
it's
also
a
great
honor,
because
it
this
is
coming
to
us
from
our
peers.
So
we
certainly
and
I
humbly
accept
this
award
a
lot
of
work
and
time
and
sweat
went
into
the
development
of
this
application.
It's
been
a
year
in
the
making
a
couple
failed.
Attempts
and
I
want
to
tell
more
about
our
story,
which
I
will
do
on
thursday.
You
know
we
are
part
of
the
digital
city
survey.
C
For
the
past
three
years,
Denver
technology
services
has
been
recognized
for
innovations
in
technology
and
I
am
very
excited
to
be
able
to
bring
this
home.
So
thank
you
on
to
the
AG
CCP
on.
Thank
you
to
all
of
you
for
continuing
to
make
31
and
and
your
centers
a
great
and
innovative
place
in
space,
and
thank
you
so
much.
B
Thank
you
just
one
thing
about
how
we
we
judge
the
nominations.
I
mentioned
that
I
am
NOT
a
voting
member
on
this,
so
all
of
the
applications
come
in
just
to
me
and
I
redact
any
identifying
information
from
the
applications,
so
when
I
send
them
out
to
our
judges,
they
have
no
idea
what
city
county,
municipality
or
agency
that
the
applications
come
in.
So
it's
all
done
very.
B
Secretly,
that's
not
the
really
word
that
I
that
I
wanted,
but
yes
confidentially!
Thank
you!
So
so
bad!
It's
it's
very
fair,
especially
because
you
know
we
have
some
of
our
board
members,
whose
cities
like
to
submit
applications
for
the
great
things
that
they're
doing
just
a
couple
thing
about
Nick's
award
that
they
they
have
with
their
pocket.
Gov
calm,
they
project
a
savings
of
250
thousand
dollars
this
year.
So
that
was
one
of
the
big
things
that
we
thought.
B
You
know
when
you're
talking
about
innovation
and
having
a
new
new
product
or
a
new
program,
and
it's
going
to
save
you
that
kind
of
money
that
is
incredible
in
government.
We
also
like
the
way
they
marketed
their
product
to
the
city.
They
have
over
8,000
people
who
have
set
up
profiles
on
their
pocket,
gov
calm
at
the
time
of
the
submission,
I'm
sure
it's
grown
since
then,
so
that
were
some
of
the
things
that
we
that
we
thought
were
really
incredible.
B
So
again,
congratulations
to
Nick
I,
encourage
all
of
you
all
to
submit
your
nominations
or
applications
next
year,
we'll,
let
you
all
know,
probably
sometime
in
the
fall.
What
the
focus
will
be
this
year
got
next
year
in
Chattanooga,
and
then
you
can
get
those
nominee
Cinzia.
So
thank
you
very
much.