The 2019 Innovations in Technology Conference will be held at the JW Marriott New Orleans, 614 Canal Street, New Orleans, LA. All attendees must register using the conference registration website
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Thursday, January 10 • 8:45am - 10:00am
Integrated Phone Systems to Improve Case Management

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The introduction of a new phone system requires staff to adjust to new call flows and technology. Why not seize this moment of change and create tools that enhance the program’s capacity to improve client services at all levels? In this session, Legal Services of North Florida (LSNF) and Montana Legal Services (MLS) will share their stories. When introducing a new cloud-based VoIP system with call center functionality, LSNF worked with LegalServer and Mindsight to develop a tool for staff that allows most incoming client calls to be automatically identified and matched to their LegalServer case details. Montana Legal Services also added more tools that support improved efficiencies and service to clients. Accessing this information promptly allows staff members to have immediate updates on the case to improve call routing and information to the client. Panelists will discuss their conceptual and technical development processes, their implementation challenges, and the benefits achieved through implementation.

avatar for Xander Karsten

Xander Karsten

Project Manager, LegalServer
Xander is an attorney turned project manager at LegalServer with nearly fifteen years working in and with the civil legal services community as a paralegal, intern, attorney, program/product manager and now as a project manager with LegalServer. He enjoys standup paddle boarding yoga... Read More →
avatar for Zahid Masood

Zahid Masood

Managing Director, Z Consulting Group
Zahid Masood has more than 25 years of experience in assisting legal aid programs with complex strategic technology decisions. His background includes: 1. Strategic Planning with innovative solutions optimized with state-of-the-art communication technologies, relevant economics and... Read More →
avatar for Patrick Mathieu

Patrick Mathieu

Software Engineer, Mindsight
Patrick Mathieu has been working as a software engineering consultant in the Chicago area for 10 years. His specialization lies in building customizations for contact center platforms such as Cisco, Geneys (CIC), and Twilio. When he's not working or programming he's probably playing... Read More →
avatar for Leslie Powell-Boudreaux

Leslie Powell-Boudreaux

Executive Director, Legal Services of North Florida
Leslie Powell-Boudreaux is the executive director of Legal Services of North Florida (LSNF). Leslie has worked as senior attorney of LSNF’s Pensacola office, where her primary areas of practice were housing and consumer issues and representation of victims, including children within... Read More →

Thursday January 10, 2019 8:45am - 10:00am CST
St. Jerome 3rd Floor