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This is your all-in-one access point for delivering a better customer experience. Browse the library of product-specific information and discussions on the public site, or log in with your single sign-on credentials for a full, personalized experience. All designated Genesys customer and partner contacts can log in. The Genesys Cloud Product Login portal enables you to login to any of the Genesys Cloud products: CX Builder, EchoSystem Manager, Engage: Account Manager, Engage: Enterprise Manager, Insight, Mobile Messaging Manager, Mobile Site Builder, and Social Analytics. The Genesys IVR Personalization Platform enables you to quickly and easily create and deploy IVR applications using pre-built modules, and continuously improve your application(s) through actionable analytics. Genesys acquired SpeechStorm in late 2015, and until we can merge our partner programs fully, SpeechStorm partners can continue to login to the SpeechStorm portal here. The new and improved Consultant Portal is easier to use, more content-rich and specifically tailored for consultants—just as you’ve requested. Get access to webinar replays, sample proposal templates, product information, upcoming events and more. And check back frequently, as new features and enhancements are continually added, making this portal an ever-growing resource for the consultant community
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FEATURED April 7-8, 2021: Built for enterprise April 7-8, 2021 Genesys webinar Search and filter Show past events Show on-demand only Show map FEATURED Channel Surfing: Mastering Digital Channels for your business April 14-15, 2021 Genesys webinar FEATURED Your contact center, your way: Built in 30 minutes May 5-6, 2021 Demo webinar VIRTUAL Genesys Virtual G-summit Nordic & Baltic 2021 April 14, 2021 Virtual FEATURED Channel Surfing: Mastering Digital Channels for your business April 14-15, 2021 Genesys webinar VIRTUAL Genesys Cloud TV April 20, 2021 Virtual FEATURED 改めて考えるコンタクトセンターにおけるコロナ対策の現状と在宅運用 April 22, 2021 Customer webinar AGORA-live January 28 - April 30, 2021 CX INSIDE February 4 - April 30, 2021 Experience Lab: O Futuro Mais Humano do Trabalho March 24 - April 30, 2021 Les jeudis du Cloud 2021 : webinaire découverte sur Genesys Cloud April 1 - July 31, 2021 Virtual Genesys Cloud와 Salesforce의 통합을 통한 상담사 및 고객 경험 향상 방안 April 21-22, 2021 Customer webinar 卓越的客服体验 - 金融行业在线研讨会 April 22, 2021 Genesys webinar Transforming CX in utilities – personalisation at speed April 22, 2021 Partner webinar CX Exchange for Telecoms 2021 April 27-28, 2021 Virtual Exchange Telecom 2021 April 28-29, 2021 Laval, QC VIRTUAL Xperience June 22-24, 2021 Virtual Salon Stratégie clients 2021 June 22-24, 2021 CX Exchange for Retail 2021 July 6-7, 2021 Virtual Exchange Build a Better Bot: Optimizing Chatbots for Government Services Genesys webinar Get More from Your Contact Center Analytics for Less AppFoundry webinar Genesys マーケットプレイス「AppFoundry」ソリューションセミナー（第2回） Genesys webinar See Genesys Cloud in action: The 20-minute chatbot build Demo webinar S1 Ep. 1 El Poder de las posibilidades: El primer CX Cloud Marketplace Podcast Conecta los puntos con Genesys y Adobe On-demand webinar Conecte os pontos com Genesys e Adobe On-demand webinar Overcoming Remote Agent Challenges With Active Voice Biometrics AppFoundry webinar Your call center, your way: Built in 30 minutes Demo webinar Cost-effective contact center modernization with AI-driven knowledge AppFoundry webinar Your analytics expressway AppFoundry webinar Meeting the needs of tomorrow’s customers Partner webinar See Genesys Cloud in action - Simplicity from the start: Day one with Genesys Cloud Demo webinar Poderes Super-Humanos para tu CRM Demo webinar Webinar mit der Computerwoche On-demand webinar La experiencia del asociado y su impacto en los resultados cooperativos Partner webinar Why your CX solution must be multicloud (and might already be) Demo webinar [Webinar Bytes] Why your CX solution must be multicloud (and might already be) Webinar Bytes Webinar zum Contact Center-Leitfaden für Käufer 2021 Analyst webinar Connect the dots with Genesys and Adobe On-demand webinar [Webinar Bytes] Connect the dots with Genesys and Adobe Webinar Bytes S1 Ep. 10 Design systems: Build better and faster with shared wisdom Podcast Webinaire « Guide d'achat d'un centre de contact 2021 » Analyst webinar Live Q&A: Pains and gains of moving your contact centre to the cloud Genesys webinar 長期的な視野に立って考える在宅コンタクトセンター・システム選定のポイント Customer webinar 2021 Contact Center Buyers Guide Webinar Analyst webinar [Webinar Bytes] 2021 Contact Center Buyers Guide Webinar Analyst webinar Meet 2021 call center KPIs with a CRM-hosted CTI AppFoundry webinar See Genesys Cloud in action: Predictive Engagement Demo webinar S1 Ep. 9 Extend your customer experience with the Genesys Cloud platform Podcast How to keep up with complex and evolving reporting requirements AppFoundry webinar Unite a Genesys Wine Testing: Conectando Momentos Partner webinar O Pix Chegou . Aprenda promover a personalização em massa Analyst webinar コールセンター白書2020から考えるニューノーマルのコンタクトセンターの姿 Genesys webinar Space CX : pour des collaborateurs sans frontières On-demand webinar IL FUTURO DEL CONTACT CENTER COME L’INTELLIGENZA ARTIFICIALE STA CAMBIANDO IL RAPPORTO AZIENDA-CLIENTE On-demand webinar Genesys Innovations - Quarterly Webinar Genesys webinar Contact Center as a Service : le cloud comme accélérateur de l’expérience client et collaborateur On-demand webinar Overcoming remote agent challenges with active voice biometrics AppFoundry webinar CX Virtual Tour LATAM - Creando un Centro de Experiencia en 45 minutos Demo webinar Take control of digital channels with predictive engagement Demo webinar How voice technology changes the customer experience AppFoundry webinar Comment améliorer la productivité et le ROI des services clients ? On-demand webinar Migration to the Cloud: from Call Centre to Experience as a Service. Partner webinar Experience as a Service, la nuova frontiera del Contact Management Partner webinar See Genesys Cloud in action: Accurately plan for 2021 with WEM Demo webinar Hyper-personnalisation des conversations : comment recréer du lien avec les clients ? On-demand webinar Improve efficiency with AI and automation in 2021 AppFoundry webinar ФАКТОРЫ УСПЕШНОГО ВЫБОРА КОНТАКТ-ЦЕНТРА On-demand webinar Omnichannel pela Ótica da Transformação Digital Analyst webinar S3 Ep. 6 Integral Care: Providing hope and healing through mental health education Podcast Los titanes de CX a la mesa Genesys webinar Integrate Microsoft Teams with Genesys Cloud Demo webinar Perché le aziende che si affidano al CcaaS stanno vincendo la sfida della CX Analyst webinar Perché le aziende che si affidano al CcaaS stanno vincendo la sfida della CX Analyst webinar The Future of AI in Customer Service: On-demand Webinar Analyst webinar LATAM Virtual Partner Conference & Awards Genesys webinar Creatividad, disrupción e innovación ante los retos de la Educación Genesys webinar Asia-Pacific CX Transformation Readiness Study 2021 Analyst webinar Enhance customer experience with improved audio performance AppFoundry webinar Pourquoi les entreprises qui adoptent le CCaaS gagnent la bataille de la CX ! Analyst webinar S3 Ep. 5 Company Nurse: Hesitation equals devastation Podcast Warum Unternehmen, die CCaaS einführen, bei der CX die Nase vorn haben On-demand webinar Reduce handle times and improve customer experience with instant video calls AppFoundry webinar S1 Ep. 8 Creating your best work environment with Gamification Podcast Maintain work-from-home productivity and PCI compliance with remote monitoring AppFoundry webinar CCaaS in 2020: Trends informing the movement Analyst webinar ¿Por qué las empresas que adoptan CCaaS están liderando la Experiencia de Cliente? Analyst webinar Innovación en la gestión de Experiencias: Cómo utilizar la Inteligencia Artificial para mejorar el CX en el mercado Farmacéutico Partner webinar ジェネシス、Google Cloud、PLAID 3社共同セミナー 「ハイパーパーソナライゼーションとAIボットでCXを最大化」 Customer webinar La Experiencia del Paciente Digital Genesys webinar [Genesys Cloud 웨비나 시리즈 1탄] Genesys Cloud 무엇이든 물어보세요! On-demand webinar Why companies adopting CCaaS are winning the CX battle Analyst webinar La Revolución de los canales en el sector Retail Analyst webinar Reinventing speech synthesis for personalized CX and brand AppFoundry webinar CCW Middle-East: On-demand Webinar Analyst webinar [Webinar Bytes] 5 things to consider when building chatbots Webinar Bytes S3 Ep. 4 Customers for life: Agents are central to building customer loyalty Podcast Responder, Reiniciar y Crecer: El tridente ideal para ganar durante una crisis. Argentina Genesys webinar Make quality and compliance certain, using AI, in a time of uncertainty AppFoundry webinar [Webinar Bytes] AI in the contact center: The promise, reality and future Webinar Bytes Transformation des environnements de travail et des parcours agents : impacts du télétravail, home office et de la mobilité On-demand webinar Experiencia del cliente y eficiencia operativa: AI en el Contact Center Genesys webinar [Webinar Bytes] Unlock the transformative power of AI for contact centers Webinar Bytes Genesys マーケットプレイス「Appfoundry」ソリューションセミナー（第1回） Genesys webinar See Genesys Cloud in action: Level up employee engagement with gamification Demo webinar El retail después de la pandemia ¿Boom o fracaso? Partner webinar Top five ways to prepare your contact center for a post-pandemic world Analyst webinar Genesys and Google Cloud: Powering the future of customer experience On-demand webinar Genesys และ Google Cloud รวมพลังเพื่อสร้างประสบการณ์ลูกค้าแห่งอนาคต On-demand webinar Genesys dan Google Cloud: Memberdayakan masa depan pengalaman pelanggan. On-demand webinar A look at voice biometrics and why you should care AppFoundry webinar S3 Ep. 3 Rochester Regional Health: Enabling empathetic patient experiences through the cloud Podcast Game on: Engage your at-home workforce Genesys webinar S1 Ep. 7 Sharpen your skills through the Genesys Developer Center Podcast IA, Bots et Self-services : Comment faire les bons choix en reprise d'activités ? On-demand webinar How to turbocharge your employee experience with data-led gamification AppFoundry webinar S3 Ep.2 Aarde Cosseboom’s CX mission to enable better service Podcast S1 Ep. 6 Exploring the four waves of AI Podcast Genesys×CTC 今やらなあかん！在宅コンタクトセンターをどう作る？西日本向けWebセミナー Genesys webinar See Genesys Cloud in action: Bot Integration Demo webinar Genesys innovations — what’s new Genesys webinar Using data to drive agent performance AppFoundry webinar S3 Ep.1 James Hinchcliffe: How to Stay Driven Podcast S1 Ep. 5 AI in the real world of business Podcast The psychology of motivating contact center employees Genesys webinar O Poder do Omnichannel: Como Transformar a Experiência do Atendimento ao Cliente Analyst webinar CX + IA: Transformando el relacionamiento para nuevas realidades Partner webinar Cómo maximizar las ventas en el mundo omnicanal Partner webinar Les 3 piliers du cloud : applications, données, infrastructure On-demand webinar Multicloud for the future of customer and employee experience On-demand webinar Straight talk on end of support Genesys webinar S1 Ep. 4 Build better long-term relationships with outbound engagement Podcast Build a Resilient CX Ecosystem to Deliver Digital Transformation: A Banking Spotlight On-demand webinar See Genesys Cloud in action: Salesforce Integrations Demo webinar Libera la potenza trasformativa dell’AI per i contact center Analyst webinar Unlock the transformative power of AI for contact centers Analyst webinar Improve productivity while increasing customer satisfaction AppFoundry webinar Genesys Cloud: The power of a visionary workforce engagement solution Demo webinar S2 Ep. 19 Leadership through crisis: Allyship in action Podcast Experiencia del paciente: Humanización, personalización y empatía Genesys webinar Responder, Reiniciar y Crecer: El tridente ideal para ganar durante una crisis Genesys webinar S2 Ep.18 Leadership through crisis: Equity in action Podcast BPOs in Asia-Pacific: Reinventing growth Analyst webinar Genesys携手亿迅 - 5G时代视频坐席新体验 Genesys webinar [Webinar Bytes] Managing change: From on-premises to cloud Webinar Bytes [Webinar Bytes] The new normal: Redefining business continuity Webinar Bytes GovLoop Online Training Genesys webinar S2 Ep. 17 Leadership through crisis: Empathy in action Podcast How to launch self-service knowledge fast AppFoundry webinar Uniendo fuerzas para enfrentar la nueva normalidad Genesys webinar Maintaining Confidence With Your Customers & Citizens Best Practice webinar IDC Nordic Analyst Perspective: Customer Experience drives tomorrow’s business On-demand webinar See Genesys Cloud in action: Keep your employees happy Demo webinar AI in the contact center: The promise, reality and future Analyst webinar Employee Engagement for a New Era Genesys webinar Journées digitales de l'expérience client On-demand webinar CX Virtual Tour: Moving from PureConnect to Genesys Cloud Customer webinar 5G时代下的客户新兴渠道接入及在线视频业务办理 Partner webinar Webinar mit IT-Management.today: Zukunftssicher positionieren - welche CX-Technologie-Investitionen sich jetzt lohnen On-demand webinar Gestión exitosa del cliente frente a una nueva realidad Genesys webinar 포스트 코로나 시대의 고객 서비스를 위한 클라우드 활용 전략 On-demand webinar Genesys + Zoom: Seamless cloud communications for great customer experiences Genesys webinar [Webinar Bytes] Genesys + Zoom: Seamless cloud communications for great customer experiences Webinar Bytes FCW Cloud Summit – Innovation in Government: Best Practices When Migrating to the Cloud On-demand webinar AI, automation and voicebots power the contact centre of the future Genesys webinar The new normal: Redefining business continuity Analyst webinar Computerworld: Customer, The Day After Tomorrow On-demand webinar Genesys×CTC 4回シリーズ第3回：オフラインデータを活用したハイパーパーソナライゼーション Genesys webinar Relation client : Comment rendre un bot intelligent ? On-demand webinar Digital Service – keeping up in a crisis Genesys webinar Trasladando un Contact Center a operaciones remotas Genesys webinar Genesys Cloud TV: Auf der Suche nach dem Glücksmoment – Expedition Kundenservice On-demand webinar Home office, télétravail, mobilité des agents : comment gérer les impacts de production dans les centres de contacts ? Customer webinar Genesys Cloud TV: Meinungen, Macher und Momente aus dem „New Normal“ im Kundenservice On-demand webinar How Gov Can Enhance Customer Experience On-demand webinar GovLoop Fireside Chat: How the Cloud Can Boost Employee Engagement Genesys webinar S1 Ep. 3 Harnessing a new level of control with the Genesys Cloud solution Podcast [Webinar Bytes] Genesys Engage + Microsoft Azure: Transform your customer experience in the cloud Webinar Bytes Five ways to leverage AI and agent assist to improve customer experience AppFoundry webinar O Setor Financeiro e os Novos Desafios do Mercado Genesys webinar Genesys×CTC 4回シリーズ第2回：今見直されるカスタマーエクスペリエンス最適化の鍵！ Genesys webinar The role of Voice AI in business continuity AppFoundry webinar ネクスト・コンタクトセンター・サミット予告Webセミナー「ウィズコロナ／アフターコロナのコンタクトセンターのあり方」 Genesys webinar Genesys Cloud Live Demo: How to Engage, Equip and Empower Your Team for Customer Experience Success Demo webinar Five successful habits of a CX Hero Genesys webinar [Webinar Bytes] Five successful habits of a CX Hero Webinar Bytes Genesys×CTC Webセミナー4回シリーズ第1回: コンタクトセンターが突き当たるデジタル変革の壁 On-demand webinar Post-COVID19: La transformación de la experiencia del comprador en línea y la entrega de sus productos y servicios Genesys webinar Mitos y realidades sobre la regulación en México. Servicios en Nube. Parte 2 Genesys webinar La Uberización del contacto con el cliente 2.0 Genesys webinar Genesys Cloud: Your first line of defence against customer support volatility Demo webinar Como Endereçar Os Desafios Da Crise E Melhorar A Experiência De Atendimento Com Soluções Digitais Eficazes On-demand webinar CX Priorities for Insurance 4.0 in Asia-Pacific Analyst webinar Stories from the ‘front line’ – Facing unforeseen challenges in the contact centre Customer webinar New Standards for Contact Center Performance Genesys webinar Relación digital, la nueva "norma” para los servicios de seguros Genesys webinar Mitos y realidades sobre la regulación en México. Servicios en Nube Parte 1 Genesys webinar S2 Ep. 16 Leadership in crisis: Knowing where the battle should be Podcast Managing change: From on-premises to cloud Best Practice webinar CX Tales from Navigating the Storm Genesys webinar S1 Ep. 2 Trusting that WEM is a change worth making Podcast 实况演示，如何提高远程工作质量 Genesys webinar GovLoop Fireside Chat – How the Cloud Can Enhance Customer Experience Genesys webinar All your Contact Center AI security questions answered Best Practice webinar [Webinar Bytes] All your Contact Center AI security questions answered Webinar Bytes Redefining Business Continuity - A focus on the Middle East On-demand webinar See Genesys Cloud in action: Let’s get digital Demo webinar Make personalized customer experience a reality with Genesys AI Genesys webinar [Webinar Bytes] Make personalized customer experience a reality with Genesys AI Webinar Bytes S1 Ep. 1 Little steps to a successful contact center integration Podcast Meet your host, Joe Ciuffo Podcast S2 Ep. 15 Intentional Humanity: The common thread for design, culture, and leadership Podcast システム面から考える在宅コンタクトセンター導入のポイント On-demand webinar About the Show - Tech Talks in Twenty Podcast 新基建释放Ai新动能，个性化智能客服显身手 Genesys webinar Three ways to extend your cloud contact center AppFoundry webinar The new normal: Redefining business continuity Analyst webinar GovLoop Fireside Chat – How the Cloud Can Impact Citizen Trust Genesys webinar 今、注目される在宅コンタクトセンター その成功の秘訣とは On-demand webinar Autosserviço e canais digitais no mercado de energia Genesys webinar La Uberización del contacto con el cliente Genesys webinar S2 Ep. 14 Architects of success: The Genesys Cloud story Podcast 9 avril : Intégration des réseaux sociaux et du messaging conversationnel dans une relation client Best Practice webinar Business continuity - is your contact centre ready for remote working? Genesys webinar 在线研讨会 - Genesys携手亿迅支持居家座席，按需租用云方案 Customer webinar S2 Ep.13 Genesys Cloud: Helping people should be an easy job Podcast S2 Ep.12 Beautiful wounds – The art of war and marketing Podcast S2 Ep. 11 Failure is just a moment in time Podcast Genesys Demo Series On-demand webinar S2 Ep. 10 Technology + empathy = success: Rose-Hulman inspires tomorrow’s geniuses Podcast S2 Ep. 9 Women in Tech: Walking the path unplanned Podcast S2 Ep. 8 Bold curiosity: Key attributes for a high-performing creative leader Podcast S2 Ep. 7 Holiday host highlight with Mari Yamaguchi Podcast S2 Ep. 6 Holiday host highlight with Nathan Bennett Podcast S2 Ep. 5 AI Ethics - An inside look at the future of artificial intelligence Podcast S2 Ep. 4 Part 2: All in — Taking the leap Podcast S2 Ep. 3 All in: Becoming change makers Podcast S2 Ep. 2 Run towards the roar Podcast S2 Ep. 1 CX Day in a world of customer experiences Podcast S1 Ep. 8 Season Finale - Engineering soaring experiences Podcast S1 Ep. 7 Sails of success – Emotional intelligence to build the right experience Podcast S1 Ep. 6 The show must go on – Finding relationship magic in ascots Podcast S1 Ep. 5 CX Heroes save the day! Podcast S1 Ep. 4 Becoming leadership superheroes Podcast S1 Ep. 3 Building your leadership armor Podcast S1 Ep. 2 Squad Goals – To Affinity and Beyond Podcast S1 Ep. 1 Greatest Fears - Birds and Elevators Podcast PAST EVENT March 23-24, 2021 Virtual Exchange PAST EVENT February 17-19, 2021 オンライン PAST EVENT December 10, 2020 PAST EVENT December 2, 2020 Auckland, New Zealand PAST EVENT November 25, 2020 PAST EVENT November 19 - December 17, 2020 Virtual PAST EVENT November 18-19, 2020 Virtual PAST EVENT November 17, 2020 Online Event PAST EVENT November 17-18, 2020 Miami, FL PAST EVENT November 16-17, 2020 London PAST EVENT November 12, 2020 Wellington, New Zealand PAST EVENT November 2, 2020 Amsterdam, Netherlands PAST EVENT October 29-30, 2020 PAST EVENT October 28-29, 2020 Virtual PAST EVENT October 27, 2020 Rotterdam, Netherlands PAST EVENT October 22, 2020 Online PAST EVENT October 21-22, 2020 Virtual PAST EVENT October 13-14, 2020 Online PAST EVENT October 12-15, 2020 Online PAST EVENT September 22, 2020 Online Event PAST EVENT September 22, 2020 Kamerik, Netherlands PAST EVENT September 10-11, 2020 Sydney PAST EVENT September 3, 2020 Apeldoorn, Netherlands PAST EVENT September 1, 2020 Utrecht, Netherlands PAST EVENT September 1, 2020 Utrecht, Netherlands PAST EVENT August 26, 2020 Virtual PAST EVENT August 25-27, 2020 Online PAST EVENT August 25-27, 2020 Online PAST EVENT August 19, 2020 Online PAST EVENT August 17-27, 2020 Online PAST EVENT August 16-19, 2020 Ft. Lauderdale, Fl PAST EVENT August 10-11, 2020 Online PAST EVENT August 4-7, 2020 A four day on-demand event PAST EVENT August 3-6, 2020 Online PAST EVENT August 3-31, 2020 Online PAST EVENT July 30, 2020 PAST EVENT July 29, 2020 Virtual PAST EVENT July 28, 2020 Online Event PAST EVENT July 22, 2020 Virtual PAST EVENT July 21-23, 2020 Online PAST EVENT July 16, 2020 Online Event - 2:00 PM EST PAST EVENT July 15-16, 2020 Online PAST EVENT July 8-9, 2020 Online Event - 10 AM SGT PAST EVENT June 23, 2020 Online Event - 2:00 PM EST PAST EVENT June 17, 2020 PAST EVENT June 10-18, 2020 Virtual PAST EVENT June 4, 2020 PAST EVENT May 28, 2020 Online Event - 2:00 PM EST PAST EVENT May 20, 2020 PAST EVENT May 20, 2020 Virtual PAST EVENT May 20, 2020 PAST EVENT May 20, 2020 Virtual PAST EVENT May 20, 2020 PAST EVENT Cancelled National Harbor, Maryland PAST EVENT April 22-24, 2020 Miami, FL PAST EVENT April 8, 2020 Virtual PAST EVENT March 26 - April 8, 2020
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h4|By Industry By Org Type Capabilities Products for your contact center The Genesys edge Who we are We Can Help Explore CX Exchange BFSI 2021 テクマトリックス CRM Forum 2021 Onlineに協賛します。 ANZ End of Year Customer Appreciation Party CX Tour Lunch, Auckland CX Virtual Tour LATAM Les jeudis du Cloud 2020 : webinaire découverte sur Genesys Cloud ACT-IAC CX Summit CX Virtual Event: Latitude & Genesys Cloud Integration Digital Enterprise Transformation Contact Centre & Customer Services Summit 2020 CX Tour Lunch Emerce Ecommerce live 27 May / Amsterdam CX TOUR 体验即服务，顺势则功成 Auscontact National Conference 2020 Customer Forum 27th of October / Rotterdam Virtual Toronto Tech Summit Telstra Vantage 2020 ICMI Contact Center Expo 2020 NASCIO 2020 Annual Virtual Conference CX Virtual Tour | Predictive Engagement Customer First Congres 22 September / Kamerik Digital Edge 2020 Digital Transformation Congres 3 Jun / Apeldoorn NIMA Day 1st of September / Utrecht AI voor Finance event 7 Apr / Utrecht FCW FedRAMP Summit Virtual G-Summit LATAM (Spanish) Virtual G-Summit LATAM (Portuguese) Frost & Sullivan : Leading with Empathy to Drive Brand Trust & Customer Loyalty CCW at Home 2020 Frost and Sullivan - Customer Contact East TASSCC 2020 Live Virtual Conference G-Summit Asia Enterprise Connect 2020 SWPP Virtual Summit Customer Reference Forums Virtual G-Summit Japan 2020 G-Summit Virtual India Virtual G-Summit APAC iA Strategy & Tech CX Virtual Tour ACA International 2020 Virtual Convention & Expo G.Summit Virtual Asia CX Virtual Tour FCW Cloud Summit Australian Public Sector Innovation Show 2020 How the Cloud Can Boost Employee Engagement CX Virtual Tour Virtual Xperience Virtual Xperience Virtual Xperience Virtual Xperience Virtual Xperience NASCIO Midyear 2020 Fintech Americas 2020 Virtual CX Tour ANZ CX Tour 2020 Live Assistance Live Assistance
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Our flexible pricing is designed with you in mind — just like our award-winning call center software Currency Speech-enabled IVR Voicebots Chatbots Unlimited chat and email routing Co-browse and screenshare SMS and messaging apps routing Inbound Voice Routing Voicemail Callback (IVR and web) Basic outbound campaigns Advanced outbound campaigns Inbound / outbound blending Unified communications Interaction recording Screen recording Quality management and compliance Workforce management Employee performance & engagement Access to AppFoundry Marketplace Platform APIs Real-time and historical views Historical reporting Performance dashboards Best for predictable agent staffing at the best available price. Best for contact centers with part-time agents or frequent usage spikes. Best for brands with agents across multiple shifts and multiple peak times in a period. Just say the word — we’ll reach out to talk through the options and find the best fit for you. Oops! We have your personal email
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pa|Tech Talks in Twenty is a new Genesys podcast series that focuses on the topics that you want to hear about most – topics like AI ethics, predictive routing, bots, innovations to Genesys solutions and more…and we cover it in just 20 minutes. The podcast that explores the essence of customer experience, creativity and company culture through stories with numerous accomplished professionals. The Consultant Podcast series from Genesys gives consultants, influencers, partners and customers insights into the latest technical and industry topics. Hosted by Scott Nagel, Genesys Consultant Program Manager, this monthly series is a must-listen for anyone who wants to stay on top of key industry trends, including Contact Center as a Service, workforce engagement management, AI, bots and more. Subscribe to our free newsletter and get updates in your inbox on new episodes release each week! Oops! We have your personal email. Please be sure to whitelist to ensure you receive Genesys emails
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The right cloud contact center software makes providing great customer experience easy, from call center basics to the latest CX innovations. With contact center software from Genesys, you get the best and broadest customer and employee experience capabilities — and a partner who is with you all the way. Deliver personalized experiences on the channel of your customers’ choice and give your team the tools to make every moment count. Genesys Engage™ offers choice and control with on-premises, private cloud and public cloud options. Designed with the world’s largest brands in mind, Genesys Engage combines intelligent routing of channels and work with advanced outbound and self-service capabilities. Genesys PureConnect™ provides a rich set of capabilities and reliability for contact centers looking for an all-in-one on-premises solution
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From channel and technology partners to strategic alliances and independent consultants, you can deliver memorable journeys and offer support around the globe. The Genesys Ascend Partner Program provides a framework for our entire ecosystem of channel, strategic alliance and technology partners. Together, we achieve new heights, creating lasting customer experiences. Program tiers reward your achievements and capacity to win — with industry-leading technology on your side. We’re continually improving the partner experience to bring you a program that’s consistent, predictable and navigable. Genesys partners are an extension of our sales team, driving accelerated results and achieving new heights together. There are countless ways for brands to interact with customers. We’re determined to make every experience (from agent to bot) memorable. Every year, Genesys technology delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. We pioneered the vision, which enables organizations of any size to provide true personalization at scale, deliver empathy in each interaction, and foster customer trust and loyalty. And this is all possible through the power of the Genesys Cloud platform, the world’s leading public cloud contact center solution. Genesys is consistently in analyst reports like the Forrester Wave and Gartner Magic Quadrant. And we work with some of the biggest names in technology, which means you can, too. Genesys works with channel partners, technology partners and independent consultants while seeking strategic alliances that benefit our entire ecosystem. Market and sell Genesys technologies through a co-branded relationship: Extending the Genesys platform to: Leading global companies that deliver: Independent consultants autonomously seek out Genesys solutions for their clients. Through our Genesys program liaison, we provide them with one-on-one assistance and resources to make better decisions for their clients’ strategies. The Genesys partner ecosystem is home to thousands of companies across all partner types. Explore their solutions or get resources of your own through our partner map, marketplace and resource portal. Explore the partner map of our global ecosystem. Browse curated apps and integrations in AppFoundry. Current partners can log into the portal. Gartner recognizes Genesys as a leader in Contact Center as a Service solutions Selecting a new contact center vendor is a big decision. This guide simplifies the evaluation process. Omdia gives Genesys high marks in their in-depth analysis of cloud contact center platforms Genesys explores how the COVID-19 pandemic has created a connection deficit in our society — and the role customer service can play. Your expertise is invaluable to the Genesys partner network and our entire Genesys ecosystem. Join the Genesys partner program to gain tools, training and support for building your business, increasing profitability, growing revenue, and upping sales momentum and prominence. Take the first step toward unlocking your brand’s potential by becoming a Genesys partner today
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Genesys Webinar Demo Webinar Genesys Webinar Genesys Webinar Genesys Webinar AppFoundry Webinar Demo Webinar AppFoundry Webinar Demo Webinar AppFoundry Webinar AppFoundry Webinar Demo Webinar Webinar Bytes Demo Webinar Webinar Bytes Genesys Webinar Analyst Webinar Analyst Webinar AppFoundry Webinar Demo Webinar AppFoundry Webinar Genesys Webinar AppFoundry Webinar Demo Webinar AppFoundry Webinar Demo Webinar AppFoundry Webinar Demo Webinar AppFoundry Webinar AppFoundry Webinar AppFoundry Webinar Analyst Webinar AppFoundry Webinar Webinar Bytes AppFoundry Webinar Webinar Bytes Webinar Bytes Demo Webinar Analyst Webinar AppFoundry Webinar Genesys Webinar AppFoundry Webinar Demo Webinar Genesys Webinar AppFoundry Webinar Genesys Webinar Genesys Webinar Genesys Webinar Demo Webinar Analyst Webinar AppFoundry Webinar Demo Webinar Webinar Bytes Webinar Bytes Genesys Webinar AppFoundry Webinar Demo Webinar Analyst Webinar Customer Webinar Genesys Webinar Webinar Bytes Genesys Webinar Genesys Webinar Genesys Webinar Webinar Bytes AppFoundry Webinar AppFoundry Webinar Genesys Webinar Webinar Bytes Genesys Webinar Best Practice Webinar Genesys Webinar Best Practice Webinar Webinar Bytes Demo Webinar Webinar Bytes Genesys Webinar AppFoundry Webinar Analyst Webinar Genesys Webinar Customer Webinar AppFoundry Webinar Demo Webinar Webinar Bytes Genesys Webinar Customer Webinar Partner Webinar Genesys Webinar Genesys Webinar Genesys Webinar AppFoundry Webinar Genesys Webinar Webinar Bytes Analyst Webinar Customer Webinar Demo Webinar
di|Genesys Webinar Channel Surfing: Mastering Digital Channels for your business [cutoff co_thick="2px"][webinarschedule]Digital channels, like web chat, social messaging apps and chatbots, hold tremendous potential for customer engagement and support. And while there’s great appetite for them from both customers and businesses, customer experience leaders often feel they’ve yet to realize the full potential of these digital channels. If you’re looking to add new digital channels or want to get the most from channels you’ve already deployed, join us for this roundtable discussion. Our panel of experts will discuss the fundamentals of using these channels to listen, understand, and act on customer needs with empathy. Get practical guidance on how to deliver amazing customer experiences through digital channels. Register today.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001YYWEQA4"] Meet the Speakers Robin Gareiss CEO & Principal Analyst Metrigy Charlie Godfrey Senior Director Genesys Neil O’Donohue VP, Professional Services Genesys Demo Webinar Your contact center, your way: Built in 30 minutes Live implementation of Genesys Cloud [cutoff co_thick="2px"][webinarschedulesingle]Your contact center is your brand’s direct line to customers. If your contact center technology gives agents headaches and creates disjointed customer experience, it’s time for a change. Join us for an interactive session to see just how straightforward Genesys Cloud contact center platform. During this webinar, we’ll build and deploy a live instance of the platform – and even take a few calls with the help of a few brave volunteers. On the agenda: Getting to the cloud quickly — without compromising security and availability Essential capabilities for modern contact centers A live contact center build and demonstration Experience it for yourself! See how Genesys Cloud creates seamless customer experiences, enables agents with the tools they need, and deploys in minutes — not months. Sign up now for this special program and you’ll receive a complimentary margarita kit. Register by April 19th to ensure your kit arrives ahead of the webinar![mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001YZ9JQAW"] Meet the Speakers Barbara Gonzalez VP, Global Business Consulting Genesys Vince Mendoza Principal Solution Consultant Genesys Bobbi Chester Senior Director Product Marketing Genesys Abi Chandra Cloud Evangelist Genesys On-Demand Webinar: Built for enterprise [cutoff co_thick="2px"][webinarschedule]Customer experience is a powerful differentiator. When the world knows your brand, the stakes are high. If you can't deliver the experience your customers expect, they'll find someone who can. To create a cloud ecosystem that delivers the level of experience your customers expect, you need global partners that provide personalization, scalability and security. Join our panelists as they discuss how to: Create enterprise-grade cloud ecosystems Power digital transformation across your entire organization Extend your Microsoft technology investment [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001YY3vQAG"] Meet the Speakers Merrie Williamson VP, Azure Apps and Infrastructure Microsoft Todd Hollenberg VP, Product Management Genesys Abi Chandra Cloud Evangelist Genesys Ranga Thittai VP for Enterprise Network Services Tech Mahindra Clear On-Demand Webinar: Built for enterprise [cutoff co_thick="2px"][webinarschedule]Customer experience is a powerful differentiator. When the world knows your brand, the stakes are high. If you can't deliver the experience your customers expect, they'll find someone who can. To create a cloud ecosystem that delivers the level of experience your customers expect, you need global partners that provide personalization, scalability and security. Join our panelists as they discuss how to: Create enterprise-grade cloud ecosystems Power digital transformation across your entire organization Extend your Microsoft technology investment [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001YY3vQAG"] Meet the Speakers Merrie Williamson VP, Azure Apps and Infrastructure Microsoft Todd Hollenberg VP, Product Management Genesys Abi Chandra Cloud Evangelist Genesys Ranga Thittai VP for Enterprise Network Services Tech Mahindra On-Demand Webinar Build a Better Bot: Optimizing Chatbots for Government Services [cutoff co_thick="2px"]Chatbots have become an invaluable tool for government agencies over the past year. In the first few months of the pandemic alone, nearly 75 percent of states launched new chatbots to help meet surging demand for public services in health, human services, labor and other areas. But in the rush to deploy these new technologies, many agencies had challenges optimizing their chatbot solutions, resulting in communications tools that are underutilized and misaligned with human support. In some cases, they may have even created new silos and communications challenges within agencies. Chatbots play a vital role in constituent service delivery, whether it’s for communicating crucial information about COVID vaccinations or enhancing constituent engagement with other government services. Watch this on-demand webinar for an overview on how state and local agencies can make better use of chatbots. This 30-minute webinar covers several key areas, including: How chatbots can free up agency employees for the highest-value work How to bridge the constituent journey across multiple touch-points Making better use of chatbots, whether your agency has relied on them for years or you’re just getting started [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001YZF2QAO"] Meet the Speakers Renee Murray e-Government Program Lead Mississippi Department of Information Technology Services [cutoff co_thick="2px"] Tony Pearson Solution Consultant Leader for Public Sector Genesys [cutoff co_thick="2px"] Moderator Bob Woolley Senior Fellow, Center for Digital Government Former Chief Technical Architecture for State of Utah AppFoundry On-demand Webinar Get More from Your Contact Center Analytics for Less [cutoff co_thick="2px"]With more contact center agents moving to remote working, managers are faced with new challenges. They need more insights into contact center analytics but don’t want to spend a lot on analytics software. In this webinar, we’ll look at common obstacles contact centers face today. And we’ll show you how the LITE Analytics™ solution for the Genesys Cloud™ platform can give you the insights you need for free.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001YYcWQAW"] Meet the Speaker Peter Hornberger VP of Sales Brightmetrics Monthly Demo See Genesys Cloud in action: The 20-minute chatbot build [cutoff co_thick="2px"][webinarschedulesingle]Many organizations are hesitant to dive into the world of chatbots due to complexity. But with the right partner, building a chatbot is easy. Join our 20-minute demo to find out how to break the myths of complexity in 20 minutes. In this demo we will walk you through: Building a chatbot with Genesys Dialog Engine Review the operation of a more advanced bot Building once and deploying the bot over many channels [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001YYOUQA4"] Meet the Speaker JJ Earle-Henson Senior Strategic Sales Consultant Genesys AppFoundry On-demand Webinar Overcoming Remote Agent Challenges With Active Voice Biometrics [cutoff co_thick="2px"] Contact centers need to manage increased call volumes with remote workforces. With voice biometrics, agents can answer customer queries quickly. And customers get assurance that interactions over remote channels are secure. This webinar details how LumenVox Active Voice Authentication on the Genesys Cloud™ platform offers the differentiation you need to stand out in a competitive market.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001YYGLQA4"] Meet the Speaker Matt Whipple Senior Vice President, Voice Biometrics LumenVox Genesys Cloud Demo Your call center, your way: Built in 30 minutes Live implementation of Genesys Cloud [cutoff co_thick="2px"][webinarschedulesingle]Customer relationships are hard. Building a contact center that connects the dots across your customer touchpoints doesn’t have to be. Join us for an interactive session to see just how straightforward it is to build and deploy a Genesys Cloud contact center platform. During this webinar, we’ll build and deploy a live instance of the platform – and even take a few calls with the help of a few brave volunteers. On the agenda: Key 2021 cloud contact center trends and predictions Insights into essential capabilities for modern contact centers A live contact center build and demonstration Experience it for yourself! Join this interactive session to see how to deploy it all in minutes — not months.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001l13ZQAQ"] Meet the Speakers Vince Mendoza Principal Solution Consultant Genesys Bobbi Chester Senior Director Product Marketing Genesys Abi Chandra Cloud Evangelist Genesys AppFoundry On-demand Webinar Cost-effective contact center modernization with AI-driven knowledge [cutoff co_thick="2px"]Accessing knowledge has been a source of inefficiency for support teams for decades. When customers want answers, there’s no time to waste. But it can be even more difficult for distributed teams to find key information and act quickly. In this webinar, Jeff Stroum, Contact Center Solutions Expert, uncovers how modern customer experience organizations can use artificial intelligence (AI) technology to better manage knowledge, automate answers, and effectively facilitate on-premises and distributed support teams.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001YYBuQAO"] Meet the Speakers Jeff Stroum Director of Strategic Consulting and Knowledge Expert Shelf AppFoundry On-demand Webinar Your analytics expressway [cutoff co_thick="2px"]The migration of cloud contact centers has nearly doubled in the past 18 months. As enterprises of all sizes move to the cloud to capture the speed, flexibility and resilience of SaaS architectures, new operational challenges around analytics, data and security have emerged. Watch this on-demand webinar to learn how SuccessKPI, a premium AppFoundry partner, has helped businesses tackle the toughest analytics challenges — and drive breakthrough operational performance in the contact center. No matter where you are in your cloud migration planning, you’ll get the guidance you need to move in the right direction.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001YYBpQAO"] Meet the Speaker Dave Rennyson CEO SuccessKPI Monthly Demo Simplicity from the start: Day one with Genesys Cloud [cutoff co_thick="2px"][webinarschedulesingle]Making people happy should be easy. And with Genesys Cloud, it is. But don’t take our word for it. Join this product demo to see what day one with Genesys Cloud looks like. See how easy it is to use real-time analytics to manage queues, coach employees and drive better results. Learn how administrators can simplify tasks, like scheduling, script creation and more. Explore the ease in which agents can request schedule changes, see performance metrics and manages all channels from a single screen. Make it easy to delight your customers from the start with the all-in-one solution from Genesys.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001l0jyQAA"] Meet the Speaker Brad Forsythe Senior Strategic Sales Consultant Genesys Webinar Bytes Why your CX solution must be multicloud (and might already be) [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMjkyMiUzRmxheW91dCUzRGhvcml6b250YWwlMjZ3ZWJpbmFyVmlzaWJsZSUzRGZhbHNlJTI2bW9tZW50SWRzJTNEMTg5ODklMjZtb21lbnRJZHMlM0QxODk5MiUyNm1vbWVudElkcyUzRDE4OTkzJTI2bW9tZW50SWRzJTNEMTg5OTQlMjZtb21lbnRJZHMlM0QxODk5NSUyMiUyMHdpZHRoJTNEJTIyMTAwJTI1JTIyJTIwaGVpZ2h0JTNEJTIyNDUwcHglMjIlMjBmcmFtZWJvcmRlciUzRCUyMjAlMjIlM0UlM0MlMkZpZnJhbWUlM0U=If asked about your contact center technology, would you describe it as SaaS, private cloud or on-premises? Without intention, many organizations that have invested for many years in on-premises solutions actually find that they're already cloud – and not only cloud, but “multicloud.” How, because of the prevalence of cloud-based applications. Services once handled by on-premise solutions like sales processes, payroll and human resources are now more-often-than-not consumed as cloud applications. It’s possible that while remaining on your private cloud solution, you’ve evolved into a multicloud customer experience architecture by accident. Watch these webinar bytes to learn more about how companies are leveraging the best of all options -- all clouds, all infrastructures, all applications -- all with control of their personal ecosystem. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Bobbi Chester Senior Director Product Marketing Genesys Abi Chandra Cloud Evangelist Genesys Tod Famous VP Product Management, Engage Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,920 So let's start off today on doing a search for 2 00:00:03,920 --> 00:00:06,860 the term of multi- cloud. If you put that in, 3 00:00:07,020 --> 00:00:11,240 you'll see a whole bunch of varying different definitions, companies 4 00:00:11,240 --> 00:00:15,440 from Citrix, Google, Red Hat They're all taking a stab 5 00:00:15,440 --> 00:00:19,150 at trying to define it. Some define multi- cloud as 6 00:00:19,150 --> 00:00:25,280 an architecture that utilizes public private hybrid cloud services. While 7 00:00:25,280 --> 00:00:28,790 others see it more as an approach that's made up 8 00:00:28,790 --> 00:00:32,940 of one cloud service or more, as well as one 9 00:00:32,940 --> 00:00:37,040 cloud vendor or more. So with that said, there's so 10 00:00:37,040 --> 00:00:39,660 many variations out there, I think a good place to 11 00:00:39,660 --> 00:00:43,860 start is to get a definition from both of my 12 00:00:43,860 --> 00:00:46,290 colleagues. And Todd, if you don't mind, I'll start this 13 00:00:46,290 --> 00:00:49,660 one with you. Sure. Thanks, Bobby. I had a feeling 14 00:00:49,660 --> 00:00:53,960 this question was coming, multi- cloud and we have seen 15 00:00:53,960 --> 00:00:58,040 a lot of different opinions about this. And I think 16 00:00:58,710 --> 00:01:01,610 maybe I'll just keep it simple and focus on what 17 00:01:01,610 --> 00:01:05,800 I think is important from our product strategy. And that's 18 00:01:07,030 --> 00:01:11,240 the ability to operate your cloud software where you want. 19 00:01:11,740 --> 00:01:15,550 And that means that you could choose to run it 20 00:01:15,590 --> 00:01:21,770 on, for example, Amazon, AWS or Microsoft Azure or Google 21 00:01:21,770 --> 00:01:26,910 cloud platform. So we're giving in our architecture the ability 22 00:01:27,230 --> 00:01:31,250 for our customers to control where they operate. And that's 23 00:01:31,250 --> 00:01:33,660 very different than a lot of, I'd say the first- 24 00:01:33,660 --> 00:01:38,450 generation cloud architectures. What I think is probably the most 25 00:01:38,450 --> 00:01:42,240 important thing about multi- cloud, now there's a lot more 26 00:01:42,990 --> 00:01:45,160 technical nuances I could get into, but I think I'll 27 00:01:45,840 --> 00:01:48,230 start there with a high level. Abi, what do you 28 00:01:48,230 --> 00:01:52,180 think? Thank you, Todd. Thank you, Bobby. I will take 29 00:01:52,750 --> 00:01:56,540 a technologist view to defining multi- cloud because after all 30 00:01:56,540 --> 00:02:01,000 I am a cloud architect. Simply put mighty cloud is 31 00:02:01,000 --> 00:02:05,720 the ability to consume both private cloud and public clouds 32 00:02:05,940 --> 00:02:10,960 in a single network architecture. So this would involve consuming, 33 00:02:10,960 --> 00:02:16,320 hosted application services, cloud computing, storage and data services from 34 00:02:16,320 --> 00:02:23,450 single or multiple cloud entities including, on premise solutions, hosted 35 00:02:23,470 --> 00:02:27,210 solutions in a data center or a private cloud solution. 36 00:02:27,720 --> 00:02:31,380 Infrastructure as a service or platform as a service providers, 37 00:02:31,550 --> 00:02:35,880 such as, Todd mentioned, Amazon web services, Google cloud platform, 38 00:02:35,880 --> 00:02:41,710 Microsoft Azure, as well as consuming services from software as 39 00:02:41,710 --> 00:02:46,320 a service vendors, such as Genesys. So in reinforcing your 40 00:02:46,320 --> 00:02:52,680 definition of multi- cloud, in terms of Genesys customers. Genesys 41 00:02:52,680 --> 00:02:57,210 engaged customers and prospects they get the choice to operate 42 00:02:57,210 --> 00:03:01,380 their software in different environments. That's my definition of multi- 43 00:03:01,380 --> 00:03:01,420 cloud. Demo Webinar Why your CX solution must be multicloud (and might already be) [cutoff co_thick="2px"][webinarschedule]If asked about your contact center technology, would you describe it as SaaS, private cloud or on-premises? Without intention, many organizations that have invested for many years in on-premises solutions actually find that they're already cloud – and not only cloud, but “multicloud.” How, because of the prevalence of cloud-based applications. Services once handled by on-premise solutions like sales processes, payroll and human resources are now more-often-than-not consumed as cloud applications. It’s possible that while remaining on your private cloud solution, you’ve evolved into a multicloud customer experience architecture by accident. Join us for this 30 minute webinar where we’ll show how companies are leveraging the best of all options -- all clouds, all infrastructures, all applications -- all with control of their personal ecosystem. Deployment options - SaaS, private cloud, on-premises Who operates it - vendor, partner or self-operated Infrastructure options - IaaS, containerization, serverless computing Choice of application services and the strategic vendors within your ecosystem Register today to hear experts in customer experience and cloud technologies share how customer experience centers are morphing into multicloud architectures - and gaining flexibility and control of their customer experience solutions along the way.[cutoff co_thick="2px"]1 00:00:06,540 --> 00:00:10,040 Good morning, evening and afternoon everyone. This is Josh Reed 2 00:00:10,040 --> 00:00:12,280 from the digital events team here at Genesys. And let 3 00:00:12,280 --> 00:00:14,500 me start by saying welcome and thank you all for 4 00:00:14,500 --> 00:00:18,430 joining today's webinar, why your CX solution must be multi- 5 00:00:18,430 --> 00:00:22,490 cloud and might already be. As we always do, I'm 6 00:00:22,490 --> 00:00:25,620 going to cover a couple of brief housekeeping items before 7 00:00:25,620 --> 00:00:28,080 we get started, but I will be quick. First off, 8 00:00:28,080 --> 00:00:30,840 if you experience any problems viewing or listening to today's 9 00:00:30,840 --> 00:00:33,210 webcast, do me a favor and refresh your browser and 10 00:00:33,210 --> 00:00:35,500 make sure that it is indeed up to date, this 11 00:00:35,500 --> 00:00:38,910 should fix any console issues that you may experience. If 12 00:00:38,910 --> 00:00:41,560 those continue however, it might be helpful to switch over 13 00:00:41,560 --> 00:00:44,190 to something like Chrome or Firefox as well, as these 14 00:00:44,190 --> 00:00:47,980 are the best browsers that support the webcast platform. Also, 15 00:00:47,980 --> 00:00:51,310 note that you'll be able to enlarge the slide window 16 00:00:51,310 --> 00:00:54,290 and the video window throughout today's presentation by dragging any 17 00:00:54,330 --> 00:00:58,490 of the corners of those windows. And please note that 18 00:00:58,490 --> 00:01:01,220 this is designed to be an interactive experience between you 19 00:01:01,220 --> 00:01:04,780 and our presenters today. So throughout today's conversation, I encourage 20 00:01:04,780 --> 00:01:06,970 you all to throw questions that you have into the 21 00:01:06,970 --> 00:01:10,060 Q and A window. And what we'll do is we'll answer 22 00:01:10,060 --> 00:01:14,440 them throughout via chat, we'll also potentially read some aloud 23 00:01:14,790 --> 00:01:17,750 during our conversation, and then those we are able to 24 00:01:17,750 --> 00:01:19,650 get to during the live session what we'll do is 25 00:01:19,650 --> 00:01:23,800 we'll follow up with you via email. And note that 26 00:01:23,800 --> 00:01:26,020 this is indeed being recorded, so if you have to 27 00:01:26,020 --> 00:01:28,930 get up during the presentation, you miss anything don't fret, 28 00:01:28,930 --> 00:01:31,270 you will receive a link to the on- demand recording 29 00:01:31,270 --> 00:01:33,900 via email from on 24 within the next few business 30 00:01:33,900 --> 00:01:37,990 days. And also at any time during the webcast, feel 31 00:01:37,990 --> 00:01:40,850 free to check out the resource in the resource box 32 00:01:40,850 --> 00:01:43,700 just below the video window. Clicking through will open up 33 00:01:43,700 --> 00:01:46,020 in a new tab in your browser and we'll expand 34 00:01:46,020 --> 00:01:50,140 on today's topic of multi- cloud. And lastly, we welcome 35 00:01:50,140 --> 00:01:52,890 and appreciate your feedback. So you'll have the opportunity to 36 00:01:52,890 --> 00:01:55,260 fill out a short survey at the end of today's 37 00:01:55,260 --> 00:01:57,720 presentation, it's going to show up automatically at the end. 38 00:01:57,900 --> 00:02:00,560 However, if you are a go getter and you want 39 00:02:00,560 --> 00:02:02,850 to actually take care of it early, you can click 40 00:02:02,850 --> 00:02:06,180 on the survey at the last icon below and take 41 00:02:06,180 --> 00:02:10,460 that any time throughout the presentation. Like I mentioned, short 42 00:02:10,460 --> 00:02:12,650 and sweet. So now I'm actually happy to hand it 43 00:02:12,650 --> 00:02:16,180 off to our moderator today, Bobby Chester. Bobby, the floor 44 00:02:16,180 --> 00:02:20,140 is yours. Awesome, Josh. Thank you as always. I am 45 00:02:20,140 --> 00:02:24,420 super excited to be here today, I am joined by 46 00:02:24,450 --> 00:02:29,040 two of my absolute favorite colleagues. Today we have, Todd 47 00:02:29,040 --> 00:02:32,460 Famous and Abi Chandra joining me and we are going 48 00:02:32,460 --> 00:02:36,360 to be talking about all things multi- cloud. And the 49 00:02:36,360 --> 00:02:38,730 question you might be having in your mind first and 50 00:02:38,730 --> 00:02:42,070 foremost is, so why is the discussion on multi- cloud 51 00:02:42,160 --> 00:02:46,890 important at this time? And the answer is because the 52 00:02:46,890 --> 00:02:51,600 old saying that change is the only constant and although 53 00:02:51,600 --> 00:02:54,850 that holds true, what makes this point in time very 54 00:02:54,850 --> 00:02:58,200 different, is the acceleration of that change. When you look 55 00:02:58,200 --> 00:03:01,300 at things like AI, machine learning, those are just two 56 00:03:01,300 --> 00:03:03,900 of the forces that are driving all of this change 57 00:03:03,900 --> 00:03:07,530 that's going on. And although those aren't topics for this 58 00:03:07,530 --> 00:03:11,220 particular day, they are part of what's driving that need 59 00:03:11,220 --> 00:03:16,390 for cloud applications across a multi- cloud architecture. So let's 60 00:03:16,390 --> 00:03:20,300 start off today on doing a search for the term 61 00:03:20,300 --> 00:03:23,400 of multi- cloud. If you put that in, you'll see 62 00:03:23,400 --> 00:03:28,330 a whole bunch of varying different definitions, companies from Citrix, 63 00:03:28,330 --> 00:03:31,830 Google, Red Hat They're all taking a stab at trying 64 00:03:31,830 --> 00:03:35,930 to define it. Some define multi- cloud as an architecture 65 00:03:36,080 --> 00:03:42,120 that utilizes public private hybrid cloud services. While others see 66 00:03:42,120 --> 00:03:45,290 it more as an approach that's made up of one 67 00:03:45,290 --> 00:03:49,810 cloud service or more, as well as one cloud vendor 68 00:03:49,870 --> 00:03:53,890 or more. So with that said, there's so many variations 69 00:03:53,890 --> 00:03:56,450 out there, I think a good place to start is 70 00:03:56,450 --> 00:04:00,640 to get a definition from both of my colleagues. And 71 00:04:00,640 --> 00:04:02,500 Todd, if you don't mind, I'll start this one with 72 00:04:02,500 --> 00:04:06,020 you. Sure. Thanks, Bobby. I had a feeling this question 73 00:04:06,020 --> 00:04:10,240 was coming, multi- cloud and we have seen a lot 74 00:04:10,240 --> 00:04:15,380 of different opinions about this. And I think maybe I'll 75 00:04:15,380 --> 00:04:17,860 just keep it simple and focus on what I think 76 00:04:17,860 --> 00:04:23,520 is important from our product strategy. And that's the ability 77 00:04:23,520 --> 00:04:29,610 to operate your cloud software where you want. And that 78 00:04:29,610 --> 00:04:32,950 means that you could choose to run it on, for 79 00:04:32,950 --> 00:04:38,610 example, Amazon, AWS or Microsoft Azure or Google cloud platform. 80 00:04:38,920 --> 00:04:43,460 So we're giving in our architecture the ability for our 81 00:04:43,460 --> 00:04:47,880 customers to control where they operate. And that's very different 82 00:04:47,880 --> 00:04:50,610 than a lot of, I'd say the first- generation cloud 83 00:04:50,610 --> 00:04:55,190 architectures. What I think is probably the most important thing 84 00:04:55,560 --> 00:04:59,860 about multi- cloud, now there's a lot more technical nuances 85 00:04:59,860 --> 00:05:02,420 I could get into, but I think I'll start there 86 00:05:02,420 --> 00:05:05,710 with a high level. Abi, what do you think? Thank 87 00:05:05,710 --> 00:05:09,600 you, Todd. Thank you, Bobby. I will take a technologist 88 00:05:09,600 --> 00:05:12,760 view to defining multi- cloud because after all I am 89 00:05:12,760 --> 00:05:17,690 a cloud architect. Simply put mighty cloud is the ability 90 00:05:17,690 --> 00:05:22,170 to consume both private cloud and public clouds in a 91 00:05:22,170 --> 00:05:28,010 single network architecture. So this would involve consuming, hosted application 92 00:05:28,010 --> 00:05:33,110 services, cloud computing, storage and data services from single or 93 00:05:33,150 --> 00:05:40,220 multiple cloud entities including, on premise solutions, hosted solutions in 94 00:05:40,220 --> 00:05:44,600 a data center or a private cloud solution. Infrastructure as 95 00:05:44,600 --> 00:05:47,900 a service or platform as a service providers, such as, 96 00:05:48,300 --> 00:05:52,700 Todd mentioned, Amazon web services, Google cloud platform, Microsoft Azure, 97 00:05:53,420 --> 00:05:58,190 as well as consuming services from software as a service 98 00:05:58,310 --> 00:06:03,730 vendors, such as Genesys. So in reinforcing your definition of 99 00:06:04,100 --> 00:06:09,530 multi- cloud, in terms of Genesys customers. Genesys engaged customers 100 00:06:09,530 --> 00:06:13,760 and prospects they get the choice to operate their software 101 00:06:14,240 --> 00:06:18,310 in different environments. That's my definition of multi- cloud. All 102 00:06:18,310 --> 00:06:22,310 right, perfect. And so now that we've defined multi- cloud, 103 00:06:22,310 --> 00:06:25,690 the whole flexibility and choice, is what I heard you 104 00:06:25,690 --> 00:06:30,270 end on with emphasis. The title of our webinar today 105 00:06:30,270 --> 00:06:34,090 is, why your CX solution must be multi- cloud, certainly 106 00:06:34,090 --> 00:06:37,070 we'll hit on that throughout the day. But then we 107 00:06:37,070 --> 00:06:41,500 tagged it with, and you may be already. And so 108 00:06:41,500 --> 00:06:43,710 I know folks listening to this call and some of 109 00:06:43,710 --> 00:06:46,400 them have joined probably are wondering, well, what do you 110 00:06:46,400 --> 00:06:50,020 mean by that? How would I know? How could I 111 00:06:50,020 --> 00:06:52,930 be multi- cloud already? So, Abi, I'll start with you 112 00:06:52,930 --> 00:06:59,200 on this one. Over the past several years, most organizations 113 00:06:59,200 --> 00:07:05,350 have either intentionally or unintentionally evolved into a multi- cloud 114 00:07:05,390 --> 00:07:08,650 architecture, let me unpack this by giving you a few 115 00:07:08,650 --> 00:07:12,480 examples. In fact, the simplest examples for all of us 116 00:07:12,480 --> 00:07:17,070 in the customer experience industry or the contact center industry 117 00:07:17,070 --> 00:07:23,110 would be our customer relationship management systems or CRM as 118 00:07:23,110 --> 00:07:26,990 we call it. Today, most of them are cloud- based 119 00:07:27,180 --> 00:07:30,960 so even if you are an on- premise based contact 120 00:07:30,970 --> 00:07:37,670 center, integrating to Microsoft Dynamics 365 or Zendesk, you are 121 00:07:37,710 --> 00:07:41,440 a multi- cloud solution. And why does contact center and 122 00:07:41,440 --> 00:07:47,110 customer experience, our HR systems, our payroll systems, office productivity 123 00:07:47,110 --> 00:07:52,160 suite like, Google Docs or Office 365. Including even IT 124 00:07:52,430 --> 00:07:57,320 departments that used to maintain tape backups at an offsite 125 00:07:57,320 --> 00:08:01,770 location for disaster recovery. Today, they use services from Google, 126 00:08:01,770 --> 00:08:06,490 such as cold line storage or Amazon S3, Simple Storage 127 00:08:06,490 --> 00:08:11,720 Services because they get 11 lines of durability at a 128 00:08:11,720 --> 00:08:15,860 fraction of the cost of maintaining offsite back backups. So 129 00:08:15,860 --> 00:08:19,930 if you look deeper into various departments within a business 130 00:08:19,930 --> 00:08:24,560 or an organization, you will find multi- cloud has already 131 00:08:24,560 --> 00:08:28,790 proliferated the enterprise and that is why you may be 132 00:08:28,790 --> 00:08:34,980 multi- cloud. And the customers that I talked to, I 133 00:08:34,980 --> 00:08:39,780 do run into conversations where they are... Let's say they 134 00:08:39,780 --> 00:08:43,900 believe that they're all prem, that's one statement I've heard. 135 00:08:44,370 --> 00:08:47,250 And it usually just takes a little bit of digging 136 00:08:47,250 --> 00:08:51,580 or looking around to discover, okay, they're using a thought 137 00:08:51,580 --> 00:08:54,380 application for, as you said, for CRM or for HR 138 00:08:54,380 --> 00:09:01,890 or even in IT. So cloud services are being used 139 00:09:02,230 --> 00:09:07,230 sometimes through shadow IT, and sometimes just through different departments 140 00:09:07,230 --> 00:09:13,120 or acquisitions that have occurred. So this speaks to the 141 00:09:13,120 --> 00:09:16,810 point of, you may already be. What I would suggest 142 00:09:16,810 --> 00:09:21,010 and this is the point of the conversation, is that our 143 00:09:21,010 --> 00:09:24,460 customers are now starting to be more intentional about it. 144 00:09:24,460 --> 00:09:28,410 To actually think about the various cloud services they're using, 145 00:09:28,410 --> 00:09:31,430 think about the implications of using those cloud services or 146 00:09:31,430 --> 00:09:34,950 private clouds and then have a corporate strategy for how 147 00:09:34,950 --> 00:09:40,450 to be multi- cloud. So, Todd it's interesting, I know 148 00:09:40,520 --> 00:09:44,320 you've already mentioned and Abi, as well. Several of the 149 00:09:44,320 --> 00:09:49,740 infrastructure as a service providers, Google Cloud, Azure, AWS, in 150 00:09:49,740 --> 00:09:53,050 your opinion does it need to be one or more 151 00:09:53,050 --> 00:09:58,920 of these providers to be considered multi- cloud? Well, I'll 152 00:09:58,920 --> 00:10:03,380 tell you it's becoming increasingly difficult to be singular in 153 00:10:03,380 --> 00:10:06,460 terms of your entire deployment. We certainly have customers that 154 00:10:06,500 --> 00:10:10,190 have a strong desire to be all in one provider. 155 00:10:11,560 --> 00:10:13,530 I think that some of them may get there, I 156 00:10:13,530 --> 00:10:16,400 think for most customers, they will end up with multiple 157 00:10:16,450 --> 00:10:21,800 cloud services. For those that do get there, I think 158 00:10:21,800 --> 00:10:25,330 the other important attribute of multi- cloud to think about 159 00:10:25,770 --> 00:10:29,500 is a possibility of things are going to change. As 160 00:10:29,500 --> 00:10:31,870 you said at the beginning, Bobby, things keep changing and 161 00:10:32,240 --> 00:10:36,380 we have customers who have made a choice about a 162 00:10:36,690 --> 00:10:39,870 certain cloud provider and then down the line, their corporate 163 00:10:39,870 --> 00:10:44,430 strategy changes due to some other commercial arrangement or acquisition 164 00:10:44,680 --> 00:10:49,340 and so multi- cloud re- enters that strategy. So we're 165 00:10:49,340 --> 00:10:52,540 seeing a lot of that and I think that this 166 00:10:52,540 --> 00:10:56,460 is investment protection to be able to offer a cloud 167 00:10:56,460 --> 00:10:59,980 strategy across those various providers. And, Abi mentioned, I just 168 00:10:59,980 --> 00:11:02,640 wanted to make sure I reinforce that there's also private 169 00:11:02,640 --> 00:11:07,100 cloud or even on- prem cloud architectures that customers operate. 170 00:11:07,340 --> 00:11:10,170 And that is still are port and part of the 171 00:11:10,170 --> 00:11:18,680 strategy for certain customers and certain verticals. And, Abi do you have 172 00:11:18,680 --> 00:11:22,130 any thoughts on the infrastructure as a service providers? Yeah, 173 00:11:22,130 --> 00:11:25,670 yeah. I will actually double down on what, Todd said, 174 00:11:25,670 --> 00:11:29,290 but if you carefully listen on the one hand, we 175 00:11:29,290 --> 00:11:32,840 said that you don't have to be with one of 176 00:11:32,840 --> 00:11:36,440 these infrastructure as a service provider, and you could also 177 00:11:36,440 --> 00:11:42,590 be on premises or private cloud or hosted services. At 178 00:11:42,590 --> 00:11:45,210 the end of the day I think what customers really 179 00:11:45,210 --> 00:11:49,880 are looking for, are benefits of a cloud solution. And 180 00:11:49,880 --> 00:11:52,060 the top most benefit is the one that you laid 181 00:11:52,060 --> 00:11:54,750 out as you started this session, Bobby, which is the 182 00:11:54,750 --> 00:11:59,070 ability to change. With ability to deploy wherever you want, 183 00:11:59,350 --> 00:12:05,470 ability to get continuous delivery, continuous innovation, instinct, scalability, these 184 00:12:05,470 --> 00:12:07,820 are the benefits that customers are looking for. So you 185 00:12:07,970 --> 00:12:11,460 don't have to be in an AWS or an Azure, 186 00:12:11,760 --> 00:12:15,900 you could be on premise and consume cloud deliver innovations. 187 00:12:16,150 --> 00:12:19,900 You could be in your hosted private cloud and have 188 00:12:19,900 --> 00:12:24,870 expandability into Google Cloud for scalability purposes. And that is 189 00:12:25,210 --> 00:12:28,530 what makes you multi-cloud. So let me latch on to 190 00:12:28,530 --> 00:12:31,080 one of the things that you both touched on, which 191 00:12:31,080 --> 00:12:34,470 is the private cloud piece that you just brought up. 192 00:12:34,470 --> 00:12:37,350 And I guess, I have a question, is that for 193 00:12:37,350 --> 00:12:41,010 the last decade or so, really SAS has been the 194 00:12:41,010 --> 00:12:44,900 cool kid on the block and private cloud seems to 195 00:12:44,900 --> 00:12:51,830 have been relegated. Private cloud, is it still cool? Well, 196 00:12:52,050 --> 00:12:57,110 let me try. In the beginning there was prem, we understand 197 00:12:57,110 --> 00:13:02,480 that and then there was cloud and as you've said, initially, 198 00:13:02,480 --> 00:13:06,820 when you first think about cloud services, they were a 199 00:13:06,820 --> 00:13:11,470 black box, really. You're getting a service from a vendor 200 00:13:11,690 --> 00:13:15,130 but what's behind the curtain you don't know about, you 201 00:13:15,840 --> 00:13:18,420 don't have any control over, you don't have any choices 202 00:13:18,460 --> 00:13:23,690 over that infrastructure in the backend. Now, if you look 203 00:13:23,690 --> 00:13:28,690 under the covers, what the benefits of cloud include, continuous 204 00:13:28,690 --> 00:13:35,280 development, horizontal scale microservices, cost control. Those benefits in a 205 00:13:35,280 --> 00:13:40,230 cloud architecture are now possible with private cloud. So we 206 00:13:40,230 --> 00:13:44,090 can actually, as a software developer develop software, we're using 207 00:13:44,090 --> 00:13:46,220 a technology called, containers, which we may or may not 208 00:13:46,220 --> 00:13:49,370 get into that level of detail. But using the software 209 00:13:49,370 --> 00:13:52,310 architecture that is a cloud architecture, so it has the 210 00:13:52,310 --> 00:13:57,020 benefits of cloud but still gives you the option of 211 00:13:57,020 --> 00:14:00,310 controlling where that software gets deployed, which could include on- 212 00:14:00,310 --> 00:14:07,400 prem in a private cloud. Abi, your thoughts. Sure. I 213 00:14:07,400 --> 00:14:11,080 know you said," Hey, is private cloud still cool?" I'll 214 00:14:11,170 --> 00:14:14,030 take it a step further and say, not only is 215 00:14:14,030 --> 00:14:17,930 private clouds still cool but it will remain so for 216 00:14:17,930 --> 00:14:22,820 the next several years. As organizations evolve and set their 217 00:14:22,910 --> 00:14:28,220 cloud strategy a private cloud multi- cloud architecture, not only 218 00:14:28,220 --> 00:14:33,010 leveraging the existing investments in technology, but it enables them 219 00:14:33,010 --> 00:14:37,280 to stay true to the original reason why they want 220 00:14:37,420 --> 00:14:40,480 to go multi- cloud or private cloud in the first 221 00:14:40,480 --> 00:14:43,820 place. Some of these reasons, Todd already mentioned so I'll 222 00:14:44,160 --> 00:14:46,960 expand on those. A lot of times when it came 223 00:14:46,960 --> 00:14:51,590 to on- premise customer experience solutions or private cloud hosted 224 00:14:51,630 --> 00:14:57,540 data center based operations. One of the reasons that customers 225 00:14:57,540 --> 00:15:02,490 really took a multi- vendor approach was number one, they 226 00:15:02,490 --> 00:15:06,100 got to select the best of technologies from different vendors 227 00:15:06,420 --> 00:15:10,620 but more importantly, they did not have to lock themselves 228 00:15:10,670 --> 00:15:14,350 in to a single vendor. So the single vendor lock- 229 00:15:14,350 --> 00:15:17,610 in factor goes away. The other thing is in today's 230 00:15:17,610 --> 00:15:22,850 environment, a private cloud gives you greater control over your 231 00:15:22,850 --> 00:15:28,180 security and data protections that you are looking for. But most 232 00:15:28,180 --> 00:15:32,310 of all, it is the ability to create highly customized 233 00:15:32,530 --> 00:15:38,370 and tailored customer experiences for their end consumers. So for 234 00:15:38,370 --> 00:15:43,000 such businesses ripping and replacing their existing private cloud or 235 00:15:43,000 --> 00:15:48,110 premise infrastructure and then going to a public cloud multi- 236 00:15:48,500 --> 00:15:53,440 tenant cloud solution, where 80% of the functionalities are same 237 00:15:53,680 --> 00:15:59,100 across multiple customer sex, they cannot provide those discerning tailored 238 00:15:59,310 --> 00:16:04,240 customer experiences that their customers experience. And now, as Todd, 239 00:16:04,240 --> 00:16:07,250 mentioned, he said containers. And I take it one step 240 00:16:07,250 --> 00:16:10,550 further into the technicalities of it, for the past several 241 00:16:10,550 --> 00:16:16,560 years technologies such as Docker, Kubernetes, allow you to get 242 00:16:16,560 --> 00:16:20,840 all the cloud benefits from your existing premise or private 243 00:16:20,840 --> 00:16:24,100 cloud solutions. So this is the reason why I think 244 00:16:24,590 --> 00:16:26,950 private cloud is going to be cool for a very 245 00:16:26,950 --> 00:16:30,780 long time. And Todd, I was going to say, when 246 00:16:30,780 --> 00:16:36,450 you look at our own customer base, look at the popularity of private cloud. 247 00:16:36,450 --> 00:16:38,920 Yeah. So particularly the types of customers that we deal with and engage 248 00:16:39,100 --> 00:16:43,200 with some of the largest and most sophisticated contact centers 249 00:16:43,200 --> 00:16:47,160 in the world. And in some of these industries, they 250 00:16:47,160 --> 00:16:51,110 have the scale to justify the cloud infrastructure, they have 251 00:16:51,110 --> 00:16:54,580 the teams to justify it. I think particularly in the 252 00:16:54,580 --> 00:17:00,880 large financial services, most of those operations are massive, massive 253 00:17:00,880 --> 00:17:05,060 in scale and have massive investments in private cloud. And 254 00:17:05,060 --> 00:17:08,020 they have the opportunity to leverage those investments now with 255 00:17:08,020 --> 00:17:13,950 a cloud contact center product from Genesys. And Abi, mentioned 256 00:17:14,060 --> 00:17:17,930 this but I want to also just acknowledge that in 257 00:17:17,930 --> 00:17:22,490 certain industries, certain parts of the world, there are regulatory 258 00:17:22,490 --> 00:17:27,110 and compliance reasons that certain companies need to operate in 259 00:17:27,110 --> 00:17:31,740 private clouds. Whether it be government services or due to 260 00:17:31,740 --> 00:17:36,780 certain dat privacy restrictions or constraints within a certain geography, 261 00:17:37,650 --> 00:17:41,260 private cloud is a necessity. And so what we aim 262 00:17:41,260 --> 00:17:45,620 to do with this, our architecture in multi- cloud is 263 00:17:45,620 --> 00:17:48,200 deliver the benefits of cloud with still that control of being 264 00:17:48,200 --> 00:17:52,640 able to put the software where you want. And Abi, 265 00:17:52,640 --> 00:17:55,000 I know you started delving a little bit further into 266 00:17:56,220 --> 00:18:01,740 Docker containers and Kubernetes. This isn't necessarily new technology as 267 00:18:01,740 --> 00:18:06,110 I understand it, really what's new is it entering the 268 00:18:06,110 --> 00:18:08,910 CCaaS, the contact center as a service market, is that 269 00:18:08,910 --> 00:18:12,830 fair? You are 100% accurate. And the reason for this 270 00:18:12,830 --> 00:18:18,990 is a whole lot of these technologies across multiple information 271 00:18:18,990 --> 00:18:24,590 services and information technology disciplines have been identified as open 272 00:18:24,590 --> 00:18:29,960 source options by the Cloud Native Computing Foundation or CNCF. 273 00:18:30,420 --> 00:18:33,300 So a lot of these open source technologies are already 274 00:18:33,300 --> 00:18:37,570 being used on- premise solutions and private cloud solutions, as 275 00:18:37,570 --> 00:18:40,900 well as infrastructure as a service options. I'll start by 276 00:18:40,960 --> 00:18:45,020 naming, Docker, which I said it allows the OS level 277 00:18:45,270 --> 00:18:50,780 virtualization to deliver your software in packages called containers. And 278 00:18:50,780 --> 00:18:56,580 then these containers can be orchestrated using Kubernetes orchestration and 279 00:18:56,750 --> 00:19:01,170 manage and deploy all of these across, not only multiple 280 00:19:01,570 --> 00:19:07,590 infrastructure as a service platforms like, AWS, OpenShift or Google Cloud 281 00:19:07,590 --> 00:19:12,260 platform, but also for on- premise as well as private cloud 282 00:19:12,570 --> 00:19:16,680 or hosted services. There are additional few technologies which we 283 00:19:16,680 --> 00:19:20,500 in Genesys engage use to enable this for our customers 284 00:19:20,570 --> 00:19:25,800 all from the CNCF Foundation. One is Terraform, infrastructure provisioning, 285 00:19:25,800 --> 00:19:32,280 which allows automated provisioning of infrastructure across multiple clouds simultaneously. 286 00:19:32,650 --> 00:19:36,510 There is also Spinnaker continuous delivery and integration. We say 287 00:19:36,700 --> 00:19:40,900 that our multi- cloud and private cloud customers get continuous 288 00:19:40,900 --> 00:19:44,670 delivery and integration, but Spinnaker is the technology that enables 289 00:19:44,670 --> 00:19:48,300 this to happen. Which is why I say that even 290 00:19:48,300 --> 00:19:51,940 our on- premise and private cloud customers get to live 291 00:19:52,030 --> 00:19:57,010 the cloud life, instant scalability, continuous delivery, access to cloud 292 00:19:57,010 --> 00:20:02,830 innovations across all clouds and cross cloud deployment. So think 293 00:20:02,830 --> 00:20:08,080 about it, we don't know where that new technology, new 294 00:20:08,240 --> 00:20:11,410 innovation will come early, if you are locked into lets 295 00:20:11,410 --> 00:20:15,040 say, Amazon web services for your solution and it is 296 00:20:15,640 --> 00:20:20,250 tightly integrated on Amazon web services infrastructure, it is difficult 297 00:20:20,660 --> 00:20:23,560 to go to another platform which may have the innovation. 298 00:20:23,970 --> 00:20:28,750 With Docker and Kubernetes container orchestration. You can use multiple 299 00:20:28,750 --> 00:20:34,080 cloud platforms simultaneously, and not only just stop, reduce your 300 00:20:34,080 --> 00:20:37,540 time to deployment by 75% but even cut your costs 301 00:20:37,540 --> 00:20:40,350 in half. Sorry, Todd, go ahead. And Bobby, I think 302 00:20:40,350 --> 00:20:46,850 you pasted it in the question, some of our customers 303 00:20:46,850 --> 00:20:48,480 and those of you who are on this call, I'm 304 00:20:48,480 --> 00:20:52,340 going to say, may not be familiar with Kubernetes and 305 00:20:52,340 --> 00:20:56,770 Helm Charts and Spinnaker and a Terraform. These are newer 306 00:20:56,770 --> 00:21:00,650 technologies to the call center people and I can tell 307 00:21:00,650 --> 00:21:03,620 you and the customers that we're dealing with and that 308 00:21:03,620 --> 00:21:09,210 we're helping today, it isn't uncommon that I walk into 309 00:21:09,370 --> 00:21:12,960 some of those conversations with and meeting with a party 310 00:21:12,960 --> 00:21:15,810 who isn't familiar with that technology. Now, one thing I 311 00:21:15,810 --> 00:21:17,420 will say is I would and I'll go on a 312 00:21:17,420 --> 00:21:21,310 limb here and guarantee that any large enterprise, if you 313 00:21:21,310 --> 00:21:24,970 go and talk to your peers in IT, you will 314 00:21:24,970 --> 00:21:28,530 find some group within the enterprise that is already deploying 315 00:21:28,530 --> 00:21:32,240 this technology. So as you said, it's new- ish to 316 00:21:32,240 --> 00:21:34,990 contact center but it's not new to the environments of 317 00:21:34,990 --> 00:21:37,090 our enterprises, so connecting that dots is one of the 318 00:21:37,090 --> 00:21:40,380 things that we need to do as a team. Perfect. 319 00:21:40,380 --> 00:21:42,880 Then actually I'm going to interject, we did have a 320 00:21:42,880 --> 00:21:47,280 question that came in. The question is, I would self- 321 00:21:47,280 --> 00:21:51,290 describe as on- premise with an application that we've used 322 00:21:51,290 --> 00:21:55,590 for almost 10 years now, you're saying that we don't 323 00:21:55,590 --> 00:22:01,400 have to rip and replace? Explain how that works. I'm 324 00:22:01,400 --> 00:22:02,890 not sure, Abi, if you want to take the first 325 00:22:02,890 --> 00:22:07,610 stab at this. Yeah, absolutely. So one of the things 326 00:22:07,690 --> 00:22:12,890 that you will encounter is folks have already started utilizing 327 00:22:12,890 --> 00:22:15,680 a whole host of these technologies, or be it not 328 00:22:15,680 --> 00:22:18,650 all of them, but in order to make their work 329 00:22:18,730 --> 00:22:23,910 loads easier. Think about what started with VMware and virtualization 330 00:22:24,180 --> 00:22:30,180 now has been taken into containerized deployment of servers, services 331 00:22:30,180 --> 00:22:33,010 and platforms. And then of course, to better manage them 332 00:22:33,010 --> 00:22:38,950 they are utilizing other additional services. So when you encounter 333 00:22:39,030 --> 00:22:43,130 your cloud strategy, you don't have to let go on 334 00:22:43,230 --> 00:22:46,120 not only the investment that you're made in the hardware 335 00:22:46,120 --> 00:22:50,120 and software, but also in training and managing all these 336 00:22:50,120 --> 00:22:53,830 resources, which operate these for you. You can set a 337 00:22:53,830 --> 00:22:58,100 slow and steady path to the cloud as you containerize 338 00:22:58,100 --> 00:23:03,490 your solutions, start deriving cloud benefits. And then according to 339 00:23:03,490 --> 00:23:08,240 your convenience, find the right multiple cloud platforms to take 340 00:23:08,240 --> 00:23:12,280 your solution to the next level. What do you think 341 00:23:12,280 --> 00:23:14,650 about this, Todd? And I'll say that sounds like one of our customers, 342 00:23:14,650 --> 00:23:17,820 so maybe I'll speak to it in terms of the 343 00:23:17,820 --> 00:23:24,420 engaged product portfolio. You're offering choice a common theme here 344 00:23:25,640 --> 00:23:28,440 and we started on this journey actually a couple of 345 00:23:28,440 --> 00:23:33,910 years back. Our first containerized component was something called, CX 346 00:23:33,910 --> 00:23:38,070 Insights, which is an analytics application. And so it's a 347 00:23:38,180 --> 00:23:44,630 container packaging and we have customers, long- standing prem customers 348 00:23:44,890 --> 00:23:50,170 who have deployed this particular application in this new containerize 349 00:23:50,170 --> 00:23:54,800 architecture. And that works in combination with their existing deployment, 350 00:23:55,540 --> 00:23:58,360 we have another component called CX Contact, which is our 351 00:23:58,360 --> 00:24:01,390 outbound offer, which is also in containers and now available 352 00:24:01,390 --> 00:24:05,500 and you can integrate that to your existing environment. Genesys 353 00:24:05,500 --> 00:24:11,930 Workspace, web edition, our desktop experience, designer or orchestration engine. 354 00:24:12,220 --> 00:24:17,410 So we are adding containers in elements, with the journey 355 00:24:17,410 --> 00:24:20,470 that we've been on, we are now completing that journey 356 00:24:20,470 --> 00:24:23,020 we'll have the full suite available, but there's options in 357 00:24:23,020 --> 00:24:27,040 terms of how you're going to go about implementing those 358 00:24:27,040 --> 00:24:31,090 components. There are also by the way, customers who go 359 00:24:31,090 --> 00:24:34,620 straight to cloud. So there are customers that have large 360 00:24:34,810 --> 00:24:38,580 prem deployments and decide that they want to transition to 361 00:24:38,580 --> 00:24:43,750 a Genesys managed service and so they transitioned from their 362 00:24:43,750 --> 00:24:45,970 current architecture. So one of the things that, and this 363 00:24:45,970 --> 00:24:48,790 is what we need to have a conversation, with each 364 00:24:48,790 --> 00:24:51,120 of our customers about is that path to cloud and 365 00:24:51,120 --> 00:24:54,950 what makes sense for them. Yeah. And actually, Todd, that 366 00:24:54,950 --> 00:24:58,600 leads me to my next question which is, we've talked 367 00:24:59,000 --> 00:25:01,110 quite a bit about the infrastructure side of it but 368 00:25:01,110 --> 00:25:04,760 there is another side of it. There is the, who's 369 00:25:04,760 --> 00:25:07,210 going to manage it, who's going to deploy it, who's 370 00:25:07,210 --> 00:25:10,090 going to keep that expertise, who's going to manage the 371 00:25:10,090 --> 00:25:12,610 knock, who's going to do the moves, adds and changes? 372 00:25:13,550 --> 00:25:15,470 So Todd, if you want to talk a little bit 373 00:25:15,470 --> 00:25:18,120 about, when you're looking it through the lens of multi- 374 00:25:18,120 --> 00:25:22,540 cloud, again, the flexibility that you're given. Yeah, that's another 375 00:25:22,540 --> 00:25:27,760 thing that's changed a lot from earlier first- generation cloud 376 00:25:28,050 --> 00:25:32,530 contact center solutions or CCaaS solutions as you've said. These had one 377 00:25:32,530 --> 00:25:37,840 model from the vendor with multi- cloud and the architecture 378 00:25:37,840 --> 00:25:42,070 that we've put together with engage, we can offer a 379 00:25:42,920 --> 00:25:45,920 traditional model of Contact Center as a Service where we're 380 00:25:45,920 --> 00:25:51,140 operating and offering completely managing the software. But we also 381 00:25:51,140 --> 00:25:55,740 have options where we can provide those containers, that architecture 382 00:25:55,950 --> 00:26:00,210 to a service provider or a partner who will operate 383 00:26:00,210 --> 00:26:02,670 it on behalf of a customer. So if a customer 384 00:26:02,670 --> 00:26:07,760 chooses to have a service provider operate their software, could 385 00:26:07,760 --> 00:26:10,410 be because of a relationship they have with them on 386 00:26:10,410 --> 00:26:14,520 the networking or telecom side or because of even data 387 00:26:14,520 --> 00:26:17,640 sovereignty reasons. They want a certain operator to run that, 388 00:26:17,820 --> 00:26:21,710 they could choose that or they could be completely on 389 00:26:21,710 --> 00:26:26,380 premise in a private data center with a partner or 390 00:26:26,380 --> 00:26:32,390 in- house staff, some combination managing. There's complete flexibility in 391 00:26:32,390 --> 00:26:37,030 terms of the operating model, which can be made independent 392 00:26:37,030 --> 00:26:39,770 of choosing a great architecture and choosing a great contact 393 00:26:39,770 --> 00:26:45,400 center product. All right. Abi, your thoughts? Sure. I actually, everything 394 00:26:45,400 --> 00:26:48,110 like, Todd said, I'll just add another angle to it from 395 00:26:48,110 --> 00:26:51,520 a personal perspective. All of us in this industry try 396 00:26:51,520 --> 00:26:54,290 to keep our skill sites up to date, several years 397 00:26:54,330 --> 00:27:00,440 ago it was AWS certification, then a few years ago it was Agile certification, now everybody's running towards 398 00:27:00,470 --> 00:27:05,750 GCP. So having a solution that provides you the choice 399 00:27:05,940 --> 00:27:09,240 and gives you the control, if you have the resources 400 00:27:09,330 --> 00:27:12,380 to manage it on site, on premise, have at it. 401 00:27:12,750 --> 00:27:16,080 If you have the resources in conjunction with a partner 402 00:27:16,300 --> 00:27:19,510 to manage it in your private cloud, hosted data center, 403 00:27:19,710 --> 00:27:23,140 then you have that option available with a private multi- 404 00:27:23,400 --> 00:27:27,670 cloud solution. If you have tie- ins or buy ins 405 00:27:27,670 --> 00:27:32,160 with AWS or Azure, then you can start leveraging those 406 00:27:32,300 --> 00:27:36,510 resources for your contact center or customer experience solution also. 407 00:27:36,720 --> 00:27:39,940 Or you can turn it all to a systems integrator 408 00:27:40,190 --> 00:27:42,920 and say," Hey, you do everything for me, give me 409 00:27:42,920 --> 00:27:46,170 your turnkey multi- cloud solution so that we can focus 410 00:27:46,170 --> 00:27:49,330 on our business." So really the control is what I 411 00:27:49,330 --> 00:27:54,100 would emphasize as part of this solution. Abi, scares me 412 00:27:54,100 --> 00:27:56,790 when he says he got his AWS Certification and then 413 00:27:56,790 --> 00:27:59,970 he loved Azure and then now GCP. What I think 414 00:27:59,970 --> 00:28:02,660 about there is we have so many people in this 415 00:28:02,660 --> 00:28:06,630 industry that are attached or married to one particular provider. 416 00:28:06,630 --> 00:28:10,050 And so when you say that you're in the AWS 417 00:28:10,050 --> 00:28:14,350 camp, you're anti Azure and so people are quite divided 418 00:28:14,350 --> 00:28:17,630 along lines sometimes around cloud. I think the message here 419 00:28:17,630 --> 00:28:20,950 is that we know we can support you no matter 420 00:28:20,950 --> 00:28:24,430 what cloud you're in. All right. So now I'm going 421 00:28:24,430 --> 00:28:28,050 to move us to, by all means, especially on engage, 422 00:28:28,540 --> 00:28:33,060 we service extremely large complex global enterprises. And when you 423 00:28:33,060 --> 00:28:36,420 look at the way that they have designed their partner, 424 00:28:36,420 --> 00:28:41,900 their vendor application system ecosystem, it is a whole bunch. 425 00:28:42,830 --> 00:28:45,490 They're tapping into different vendors, I know Abi, had even 426 00:28:45,490 --> 00:28:50,120 mentioned earlier on having that best of breed approach. And 427 00:28:50,120 --> 00:28:54,940 so when it comes to multi- cloud architecture, when you're 428 00:28:54,940 --> 00:28:58,510 looking at the way that we're setting it up to 429 00:28:58,510 --> 00:29:02,840 go forward with multi- cloud, does it impact the way 430 00:29:02,840 --> 00:29:07,660 that these very large complex customers build that ecosystem out. 431 00:29:09,310 --> 00:29:11,710 Todd, why don't you take this one because you deal with 432 00:29:11,710 --> 00:29:14,230 a lot of these customers in face- to- face meetings. 433 00:29:14,310 --> 00:29:21,070 A lot of partners too. Again, I'll go back to 434 00:29:21,070 --> 00:29:24,720 when we saw first- generation CCaaS, a lot of the 435 00:29:25,180 --> 00:29:31,100 direction in the industry and the momentum was towards this 436 00:29:31,100 --> 00:29:37,010 all in one bundle, it's one thing and it's everything 437 00:29:37,010 --> 00:29:39,940 that you need. Now. I don't think the vendors would 438 00:29:39,940 --> 00:29:42,020 go so far as to say close, but it's everything 439 00:29:42,020 --> 00:29:43,430 you need, which is a way of saying that you 440 00:29:43,430 --> 00:29:45,200 don't need anything else so which is a way of saying, 441 00:29:45,200 --> 00:29:48,240 they're not really committed to working with best of breed. 442 00:29:49,900 --> 00:29:51,750 Abi, as you said, that the part of the market 443 00:29:52,030 --> 00:29:55,490 that I deal with every day and customers we deal 444 00:29:55,490 --> 00:29:58,860 with come to the table with their own assets and 445 00:29:58,860 --> 00:30:02,470 various applications that they need to integrate to their contact 446 00:30:02,470 --> 00:30:07,740 center. Sometimes contact center applications, preferences they have around workforce 447 00:30:07,740 --> 00:30:13,640 management or speech recognition or CRM. And when they come 448 00:30:13,640 --> 00:30:18,230 to the table we need to work in a way 449 00:30:18,370 --> 00:30:22,680 with those applications. So integrate to those applications, again, multi- 450 00:30:22,680 --> 00:30:26,230 cloud supports that idea of choice and control around where 451 00:30:26,230 --> 00:30:28,400 you're running your software and how you're integrating it to 452 00:30:28,400 --> 00:30:32,530 these various components and what those parameters and security and 453 00:30:32,530 --> 00:30:36,580 networking looks like. So that ability to integrate becomes part 454 00:30:36,580 --> 00:30:41,690 of that bigger multi- cloud storey. Abi, your thoughts on 455 00:30:41,690 --> 00:30:47,530 this topic? Exactly what, Todd said, that you have the 456 00:30:47,530 --> 00:30:50,970 ability to go in the direction that you want to 457 00:30:50,970 --> 00:30:53,810 and not in the direction those who are pitching you 458 00:30:53,810 --> 00:30:57,410 a cloud solution want to take you into. Maintain that 459 00:30:57,410 --> 00:31:01,410 flexibility, choice and control that you always have had with 460 00:31:01,410 --> 00:31:06,990 your on- premise and private multi- cloud solutions. All right. 461 00:31:06,990 --> 00:31:10,340 So gentlemen, we only have a couple minutes left. So 462 00:31:10,340 --> 00:31:14,330 let me ask this quick question. So Todd, again, knowing 463 00:31:14,330 --> 00:31:17,920 that you have so much time with our customers, when 464 00:31:17,920 --> 00:31:20,050 you talk to them and you start sharing with them, 465 00:31:20,060 --> 00:31:23,140 just our approach to multi- cloud, what is their response? 466 00:31:29,240 --> 00:31:33,420 This basically what I would describe as the way they 467 00:31:33,420 --> 00:31:38,170 show up is with relief. The idea that they've had 468 00:31:38,680 --> 00:31:44,930 sophisticated, complex, large multinational or in some cases, in across 469 00:31:44,930 --> 00:31:48,940 many geographies and data center deployments and that's their current 470 00:31:48,940 --> 00:31:52,780 world. And they're looking at and they've been hearing and 471 00:31:52,780 --> 00:31:55,330 they're trying to figure out a cloud strategy. And the 472 00:31:55,330 --> 00:31:59,670 cloud strategy looks completely different from their current environment in 473 00:31:59,670 --> 00:32:03,310 how their current environment feels and how they operate. And 474 00:32:03,400 --> 00:32:07,510 what multi-cloud gives them is a cloud architecture, a path 475 00:32:07,510 --> 00:32:12,470 to cloud with the ability to embrace some of the 476 00:32:12,470 --> 00:32:15,550 constraints that they've had previously in terms of where they 477 00:32:15,550 --> 00:32:18,580 deploy, who they integrate to, how they control, how they 478 00:32:18,580 --> 00:32:24,600 secure, the software. And so we're seeing a really positive 479 00:32:24,610 --> 00:32:27,780 reaction from our large enterprise customers in this idea of 480 00:32:28,160 --> 00:32:32,650 a path forward to cloud through multi- cloud. Awesome. You 481 00:32:32,650 --> 00:32:36,520 mean, I don't have to give up my solution and 482 00:32:36,520 --> 00:32:39,950 infrastructure in which I put so much pains, hard work 483 00:32:39,950 --> 00:32:43,080 into? These are some of the statements that our customers 484 00:32:43,080 --> 00:32:45,700 make back to us when we show them our multi- 485 00:32:45,810 --> 00:32:49,830 cloud architecture. They're pretty passionate about some of those solutions 486 00:32:50,230 --> 00:32:53,490 that they've tied on to. Because they're just key in 487 00:32:53,490 --> 00:32:55,990 the way that they do customer experience and the way 488 00:32:55,990 --> 00:33:00,440 that they just engage in general. All right. So gentlemen, 489 00:33:00,450 --> 00:33:04,280 we are at time, one last question. And with this 490 00:33:04,280 --> 00:33:06,910 one, since we are at time, I'm going to hold 491 00:33:06,910 --> 00:33:09,920 us all to just a single word answer, so you 492 00:33:09,920 --> 00:33:14,010 get one word. The final question, what is the one 493 00:33:14,010 --> 00:33:19,150 word to you that defines multi- cloud? And so Todd, 494 00:33:19,160 --> 00:33:23,240 I'll start with you. Well, I'm going to answer in one word 495 00:33:23,840 --> 00:33:26,530 but I'm going to expand it. The word would be 496 00:33:27,200 --> 00:33:35,080 control. We work with some fantastic companies, some of the 497 00:33:35,080 --> 00:33:39,900 smartest people in this industry are our customers and they 498 00:33:39,900 --> 00:33:44,410 have great ideas around how to manage their software and 499 00:33:46,040 --> 00:33:49,460 what multi- cloud gives them as ability to exert some 500 00:33:49,460 --> 00:33:53,370 of that control over how and where, and in what 501 00:33:53,370 --> 00:33:57,640 manner their software is deployed. Awesome. All right. Abi Chandra. 502 00:33:58,180 --> 00:34:04,610 I always knew you were a control freak. The one 503 00:34:04,610 --> 00:34:08,490 word solution for defining multi- cloud, which comes to my 504 00:34:08,490 --> 00:34:12,440 mind, I'm going to tap into my inner yoga that 505 00:34:12,450 --> 00:34:15,920 I practice. Especially, Bobby, since you introduced me to heart 506 00:34:15,960 --> 00:34:24,090 yoga, is flexibility. The flexibility to control your infrastructure, the flexibility 507 00:34:24,090 --> 00:34:29,680 to control your technology, the flexibility to control your resources 508 00:34:29,920 --> 00:34:35,080 and the flexibility to decide who will manage, administer, install 509 00:34:40,030 --> 00:34:42,930 and configure your CX solution. So for me, that word is flexibility. Excellent. All right. And I will top us out 510 00:34:42,930 --> 00:34:45,790 with my word, as you were both talking that pop 511 00:34:45,790 --> 00:34:47,550 to my head is actually... I don't know if it's 512 00:34:47,550 --> 00:34:52,920 a full word, but it's multi. And when I think 513 00:34:52,920 --> 00:34:55,810 back on this conversation that we had, we talked about 514 00:34:55,810 --> 00:35:02,310 multi- vendor, multi application, multi- deployment, multi- cloud. And so 515 00:35:02,310 --> 00:35:04,680 on that note, I just want to do a huge, 516 00:35:04,680 --> 00:35:07,810 thanks, Todd, Abi, to both of you. I've thoroughly enjoyed 517 00:35:07,810 --> 00:35:10,750 this last half hour and Josh, back to you to 518 00:35:11,240 --> 00:35:17,120 close this out. Thanks, Bobby. So unfortunately we are out 519 00:35:17,120 --> 00:35:19,270 of time, I know we have questions in the chat 520 00:35:19,270 --> 00:35:22,830 that we were unable to answer. So don't fret, we're 521 00:35:22,830 --> 00:35:25,370 going to answer those questions via email within the next 522 00:35:25,380 --> 00:35:27,340 few business days. So you have a couple of seconds 523 00:35:27,340 --> 00:35:28,810 here before I close this out. If you have any 524 00:35:28,810 --> 00:35:31,240 questions for our speakers today, do me a favor and 525 00:35:31,240 --> 00:35:33,030 just throw those into the Q and A window and we'll 526 00:35:33,030 --> 00:35:34,930 get back to you via email, as promptly as we 527 00:35:34,930 --> 00:35:39,230 can. Also note, there are resources in the resource list 528 00:35:39,230 --> 00:35:41,360 that you could take advantage of right now to learn 529 00:35:41,360 --> 00:35:43,730 more about multi- cloud. So I encourage you to click 530 00:35:43,730 --> 00:35:47,500 on those before today's session ends, so that you can 531 00:35:47,770 --> 00:35:50,470 learn as much about multi- cloud and have as much 532 00:35:50,470 --> 00:35:54,160 passion for it as our speakers did today. Also, as 533 00:35:54,160 --> 00:35:55,980 a friendly reminder, if you could please fill out that 534 00:35:55,980 --> 00:35:57,730 survey, that's going to show up at the end of 535 00:35:57,730 --> 00:36:01,100 today's webcast as well. We greatly appreciate your feedback, we 536 00:36:01,140 --> 00:36:03,950 tailor these presentations to exactly what you, the audience want 537 00:36:03,950 --> 00:36:06,160 to learn more about. So we would love to collect 538 00:36:06,160 --> 00:36:09,950 that feedback for the future presentations from Genesys. And with 539 00:36:09,950 --> 00:36:12,930 that on behalf of Bobby, Todd, Abi and the entire 540 00:36:12,930 --> 00:36:16,040 Genesys team, we thank you again for joining today's webcast, 541 00:36:16,040 --> 00:36:19,480 why your CX solution must be multi- cloud and might 542 00:36:19,480 --> 00:36:22,160 already be. Until next time, have a good one, everyone. 543 00:36:22,190 --> 00:36:22,270 Thank you.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001l09RQAQ"] Meet the Speakers Tod Famous VP Product Management, Engage Genesys Bobbi Chester Senior Director Product Marketing Genesys Abi Chandra Cloud Evangelist Genesys Webinar Bytes Connect the dots with Genesys and Adobe [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMjkyMSUzRmxheW91dCUzRGhvcml6b250YWwlMjZ3ZWJpbmFyVmlzaWJsZSUzRGZhbHNlJTI2bW9tZW50SWRzJTNEMTg5OTglMjZtb21lbnRJZHMlM0QxODk2NyUyNm1vbWVudElkcyUzRDE4OTY2JTI2bW9tZW50SWRzJTNEMTg5NjQlMjZtb21lbnRJZHMlM0QxODk2NSUyMiUyMHdpZHRoJTNEJTIyMTAwJTI1JTIyJTIwaGVpZ2h0JTNEJTIyNDUwcHglMjIlMjBmcmFtZWJvcmRlciUzRCUyMjAlMjIlM0UlM0MlMkZpZnJhbWUlM0U=The events of 2020 changed the customer experience irrevocably. And 2021 is on course to do the same. Keeping up with customer expectations for personalization requires creating truly connected experiences. This all starts with the data your brand uses daily. Organizations must break down data silos between marketing, commerce, sales and service departments, ensuring every interaction is as seamless as possible. Watch these webinar bytes featuring IDC, Adobe and Genesys to learn more! Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Alan Webber Guest Speaker Program VP, Customer Experience IDC Sridhar Jayakumar Guest Speaker Principal Product Manager Adobe Dan Arra VP, Sales Genesys AI Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,740 It created unique situations for some industries, such as retail, 2 00:00:03,970 --> 00:00:07,110 healthcare, and look at hospitality. And before we got on 3 00:00:07,110 --> 00:00:09,340 the call we were talking a little bit about travel. 4 00:00:09,600 --> 00:00:12,290 The airlines have really had to change what's going on. It has 5 00:00:12,850 --> 00:00:15,810 forced them to rethink the way they use technology to 6 00:00:15,810 --> 00:00:19,060 engage with their customers. And what I want to highlight 7 00:00:19,060 --> 00:00:21,520 is some of the effects that we're seeing from COVID 8 00:00:21,520 --> 00:00:27,140 that are happening already. There are three cracks in what 9 00:00:27,140 --> 00:00:31,430 we call customer experience, specifically COVID cracks. And what we 10 00:00:31,430 --> 00:00:35,090 mean by that is that, with COVID we saw an acceleration 11 00:00:35,090 --> 00:00:38,720 in the digital transformation forced upon companies. They had to 12 00:00:38,720 --> 00:00:41,810 digitally transform because they weren't ready for all of the 13 00:00:41,810 --> 00:00:45,830 impacts that the pandemic would have on them. And so, 14 00:00:45,830 --> 00:00:49,340 the three cracks, what we call, essentially exposing the digital 15 00:00:49,340 --> 00:00:56,230 underbelly are contactless experiences, customer automation and self- service, and 16 00:00:56,230 --> 00:00:58,410 apps become the interface. And we're going to start off 17 00:00:58,410 --> 00:01:04,310 with the contactless experience. Basically what happened is, because of 18 00:01:04,650 --> 00:01:07,690 COVID we went from an in- person, person- to- person 19 00:01:07,690 --> 00:01:12,290 type of engagement and interaction to these contactless experiences. And 20 00:01:12,290 --> 00:01:15,710 it's everything from contactless product delivery, to payment, to product 21 00:01:15,710 --> 00:01:19,090 pickup. All kinds of different things, and the whole reason 22 00:01:19,090 --> 00:01:22,970 behind that was because it made consumers and customers feel 23 00:01:22,970 --> 00:01:26,540 safer. Now, in my experience, one of the more interesting 24 00:01:26,540 --> 00:01:29,680 ones to watch was Best Buy. Before, you used to 25 00:01:29,680 --> 00:01:31,850 go into the showroom, you'd look around, there'd be stuff 26 00:01:31,850 --> 00:01:34,220 in there, lots of people in there looking at everything 27 00:01:34,220 --> 00:01:37,970 from refrigerators, to new iPhones, to new computers. In the 28 00:01:38,020 --> 00:01:41,380 pandemic, actually Best Buy was well- positioned to deal with 29 00:01:41,380 --> 00:01:44,820 this transformation, and just a few months in they'd already 30 00:01:44,820 --> 00:01:47,790 switched over to the ability to do curbside pickup, order 31 00:01:47,790 --> 00:01:51,480 online, look into their supply chain. What we found is 32 00:01:51,650 --> 00:01:57,510 that, with customers, 38% of them said during our surveys 33 00:01:57,820 --> 00:02:04,530 that contactless experiences make them feel a lot safer, or 34 00:02:04,530 --> 00:02:10,340 much safer. What kind of contactless experiences? Specifically, contactless product 35 00:02:10,340 --> 00:02:14,560 delivery. That was the most preferred contactless approach. So everything 36 00:02:14,560 --> 00:02:18,570 from DoorDash to something coming from Amazon. But right up 37 00:02:18,570 --> 00:02:22,970 there was contactless payment, product pick up, check- in, customer 38 00:02:22,970 --> 00:02:26,610 service, and no- signature checkout. But that was just the 39 00:02:26,610 --> 00:02:29,170 start. That was just the first crack that we saw. 40 00:02:30,450 --> 00:02:33,680 But how does this actually manifest in the world it 41 00:02:33,680 --> 00:02:36,490 is that we're dealing with today? And probably the best 42 00:02:36,490 --> 00:02:38,940 example we have out there is actually grocery pick up. 43 00:02:41,020 --> 00:02:46,450 30. 5, almost 31% of consumers said they would like 44 00:02:46,450 --> 00:02:52,770 curbside pick up to continue. Not really unexpected because by 45 00:02:52,780 --> 00:02:57,750 2023, IDC expects 75% of grocery e- commerce orders will be 46 00:02:57,750 --> 00:03:00,930 picked up curbside or in- store at a special type 47 00:03:00,930 --> 00:03:05,190 of kiosk, driving a 35% increase in investment in on- 48 00:03:05,190 --> 00:03:08,970 site or nearby micro- fulfillment centers to meet that need 49 00:03:09,020 --> 00:03:13,760 of the customer. We talked a little bit about contactless 50 00:03:13,760 --> 00:03:18,290 experience, what's the next one? Well, that's customer automation and 51 00:03:18,290 --> 00:03:21,250 self- service. That's one of the things that grew fairly 52 00:03:21,250 --> 00:03:25,980 quickly during the whole pandemic, is customer automation and self- 53 00:03:25,990 --> 00:03:29,090 service. How do customers take care of things themselves? How 54 00:03:29,090 --> 00:03:31,810 do they actually, instead of going into a store or 55 00:03:31,810 --> 00:03:34,370 going into a location somewhere, how are they able to 56 00:03:34,370 --> 00:03:37,630 do it digitally, online, and move that forward? Demo Webinar Connect the dots with Genesys and Adobe Featuring guest speakers from Adobe and IDC Break down the data silos between sales, marketing and service for more connected customer experiences [cutoff co_thick="2px"][webinarschedule]The events of 2020 changed the customer experience irrevocably. And 2021 is on course to do the same. Keeping up with customer expectations for personalization requires creating truly connected experiences. This all starts with the data your brand uses daily. Organizations must break down data silos between marketing, commerce, sales and service departments, ensuring every interaction is as seamless as possible. Join IDC, Adobe and Genesys in this live webinar to learn how to: Manage the rise of digital-first customer expectations Eliminate data silos by integrating Genesys Cloud and Adobe Experience Platform Turn data into actionable insights that deliver results Enable more intelligent, individualized customer interactions [cutoff co_thick="2px"]1 00:00:06,720 --> 00:00:10,340 Good morning, evening and afternoon everyone, this is Josh Reed from 2 00:00:10,340 --> 00:00:12,780 the digital events team here at Genesys. And let me 3 00:00:12,780 --> 00:00:16,610 be the first to say welcome to our live demonstration 4 00:00:16,610 --> 00:00:20,990 today, " Connect the Dots with Genesys and Adobe." As I 5 00:00:20,990 --> 00:00:22,850 always do, I'm going to keep it short and sweet, 6 00:00:22,850 --> 00:00:25,090 but I do have just a couple housekeeping items to go 7 00:00:25,090 --> 00:00:27,880 through before we get started today. So first off, if you 8 00:00:27,880 --> 00:00:30,990 experience any problems viewing or listening to today's demo, do 9 00:00:30,990 --> 00:00:32,830 me a favor and just do a quick refresh on 10 00:00:32,830 --> 00:00:35,610 your browser and maybe switch over to something like Chrome 11 00:00:35,610 --> 00:00:38,130 or Firefox as well, as these are the best browsers 12 00:00:38,130 --> 00:00:41,460 that support the webcast platform. You also have the ability 13 00:00:41,460 --> 00:00:44,110 to enlarge the slide window and the video window by 14 00:00:44,110 --> 00:00:47,510 dragging any of the corners of said windows, and you 15 00:00:47,510 --> 00:00:51,540 can adjust those throughout the presentation. And also note that 16 00:00:51,540 --> 00:00:54,640 this webcast is designed to be an interactive experience between 17 00:00:54,640 --> 00:00:56,960 you and our presenters today. So first off, if you 18 00:00:56,960 --> 00:00:59,580 have any questions throughout the presentation, throw those into the 19 00:00:59,580 --> 00:01:03,560 Q& A window below the slide window. Now, we will 20 00:01:03,560 --> 00:01:05,470 have a live Q& A at the end of the 21 00:01:05,470 --> 00:01:08,450 presentation today but sometimes time gets away from us. So, 22 00:01:08,660 --> 00:01:10,810 if that does happen, what we'll do is we'll follow 23 00:01:10,810 --> 00:01:13,150 up with you via email in a few business days. 24 00:01:14,910 --> 00:01:17,330 And also note that this is being recorded, so if 25 00:01:17,330 --> 00:01:20,630 you miss anything throughout today's presentation, don't fret. You'll receive 26 00:01:20,630 --> 00:01:23,630 a link to the recording from ON24 within the next 27 00:01:23,630 --> 00:01:26,360 few business days, and that will have full playback capabilities. 28 00:01:28,220 --> 00:01:30,540 I also encourage you to check out the resource box 29 00:01:30,540 --> 00:01:33,330 below the slides as well. Clicking through won't take you 30 00:01:33,330 --> 00:01:34,900 away, they'll just open up in a new tab in 31 00:01:34,900 --> 00:01:39,770 your browser. But these resources expand on today's topic. And 32 00:01:39,770 --> 00:01:42,540 lastly, we welcome and appreciate your feedback, so you'll have 33 00:01:42,540 --> 00:01:44,730 the opportunity to fill out a short survey that's going 34 00:01:44,730 --> 00:01:47,150 to show up at the end of today's presentation. You 35 00:01:47,150 --> 00:01:49,390 can also click on the last icon below in that 36 00:01:49,390 --> 00:01:51,290 survey widget if you want to knock it out early, 37 00:01:51,430 --> 00:01:53,930 but we tailor these presentations to exactly what you want 38 00:01:53,930 --> 00:01:55,670 to learn more about, so I encourage you to go 39 00:01:55,670 --> 00:01:57,850 ahead and check that out whenever you get a chance 40 00:01:57,850 --> 00:02:02,080 throughout today's presentation. And like I said, short and sweet. 41 00:02:02,350 --> 00:02:05,340 So, today we have three excellent presenters excited to discuss 42 00:02:05,340 --> 00:02:08,550 how to manage the rise of digital first customer expectations, 43 00:02:08,900 --> 00:02:12,730 eliminate data silos by integrating Genesys Cloud and Adobe Experience 44 00:02:12,730 --> 00:02:17,660 platforms, turn data into actionable insights that deliver results and 45 00:02:17,660 --> 00:02:22,850 enable more intelligent, individualized customer interactions. I'm happy to introduce 46 00:02:22,850 --> 00:02:25,600 you all to Alan Webber, the program vice president of 47 00:02:25,600 --> 00:02:29,610 customer experience at IDC. We have Sridhar Jayakumar, the principal 48 00:02:29,610 --> 00:02:32,850 product manager at Adobe. And finally, we have Dan Arra, 49 00:02:32,900 --> 00:02:36,150 the vice president of sales for Genesys AI. So with 50 00:02:36,150 --> 00:02:37,840 that being said, I'm going to hand things off to 51 00:02:37,840 --> 00:02:42,550 our first presenter today. Alan, the floor is yours. Thank 52 00:02:42,550 --> 00:02:45,920 you so much, and thank you everybody for joining us. Man, 2020, what a 53 00:02:45,920 --> 00:02:49,010 year. Wasn't quite what we were expecting going into it, 54 00:02:49,010 --> 00:02:50,580 but now that we're through it and we're on to 55 00:02:50,580 --> 00:02:53,880 the next one, 2021, let's talk a little bit about what it 56 00:02:53,880 --> 00:02:57,110 means to be a post- COVID customer and how companies 57 00:02:57,110 --> 00:03:00,180 are driving empathy at scale. But to start with, I'd 58 00:03:00,180 --> 00:03:02,180 like to start with a little survey, if you don't 59 00:03:02,180 --> 00:03:05,420 mind. And if you can go ahead and answer these 60 00:03:05,420 --> 00:03:08,260 question, the question we have up in the window. What 61 00:03:08,260 --> 00:03:10,850 are the biggest changes you've seen over the past year 62 00:03:10,850 --> 00:03:14,650 that are driving digital transformation? And please select all that 63 00:03:14,650 --> 00:03:18,700 apply. One, need to reassure customers they can reach you 64 00:03:18,700 --> 00:03:25,490 whenever needed. Two, increase interaction volume, more calls, chats, SMS, 65 00:03:25,490 --> 00:03:31,080 messages. Three, higher customer expectations to show me that me. 66 00:03:31,930 --> 00:03:36,260 Four, demographic change mix over different channels. And five, all 67 00:03:36,260 --> 00:03:38,750 of the above. Go ahead and give you just a 68 00:03:38,750 --> 00:03:41,260 second to go ahead and answer that question for us, 69 00:03:41,260 --> 00:03:58,210 if you would please. Okay, let's see what the results 70 00:03:58,210 --> 00:04:03,400 are showing. So, the number one, as we probably would 71 00:04:03,400 --> 00:04:07,570 have expected, at 43 1/2% was all of the above. 72 00:04:08,600 --> 00:04:11,660 The second largest was increased interaction volume. More calls, more 73 00:04:11,660 --> 00:04:16,330 chats, SMS, and messages. Third was demographic change mix over 74 00:04:16,330 --> 00:04:20,190 channels. And fourth was need to reassure customers they can 75 00:04:20,190 --> 00:04:22,940 reach you whenever needed. And lastly was the higher customer 76 00:04:22,940 --> 00:04:28,070 expectation. And that actually leads real well into what my 77 00:04:28,070 --> 00:04:32,660 presentation is about and where things are going. with the 78 00:04:32,660 --> 00:04:36,230 pandemic there were a number of effects that changed, a 79 00:04:36,230 --> 00:04:39,580 number of things that affected the consumer and the customer. 80 00:04:40,360 --> 00:04:44,100 It created unique situations for some industries, such as retail, 81 00:04:44,330 --> 00:04:47,470 healthcare, and look at hospitality. And before we got on 82 00:04:47,470 --> 00:04:49,700 the call we were talking a little bit about travel. 83 00:04:49,960 --> 00:04:52,650 The airlines have really had to change what's going on. It has 84 00:04:53,210 --> 00:04:56,170 forced them to rethink the way they use technology to 85 00:04:56,170 --> 00:04:59,420 engage with their customers. And what I want to highlight 86 00:04:59,420 --> 00:05:01,880 is some of the effects that we're seeing from COVID 87 00:05:01,880 --> 00:05:07,500 that are happening already. There are three cracks in what 88 00:05:07,500 --> 00:05:11,790 we call customer experience, specifically COVID cracks. And what we 89 00:05:11,790 --> 00:05:15,450 mean by that is that, with COVID we saw an acceleration 90 00:05:15,450 --> 00:05:19,080 in the digital transformation forced upon companies. They had to 91 00:05:19,080 --> 00:05:22,170 digitally transform because they weren't ready for all of the 92 00:05:22,170 --> 00:05:26,190 impacts that the pandemic would have on them. And so, 93 00:05:26,190 --> 00:05:29,700 the three cracks, what we call, essentially exposing the digital 94 00:05:29,700 --> 00:05:36,590 underbelly are contactless experiences, customer automation and self- service, and 95 00:05:36,590 --> 00:05:38,770 apps become the interface. And we're going to start off 96 00:05:38,770 --> 00:05:44,670 with the contactless experience. Basically what happened is, because of 97 00:05:45,010 --> 00:05:48,050 COVID we went from an in- person, person- to- person 98 00:05:48,050 --> 00:05:52,650 type of engagement and interaction to these contactless experiences. And 99 00:05:52,650 --> 00:05:56,070 it's everything from contactless product delivery, to payment, to product 100 00:05:56,070 --> 00:05:59,450 pickup. All kinds of different things, and the whole reason 101 00:05:59,450 --> 00:06:03,330 behind that was because it made consumers and customers feel 102 00:06:03,330 --> 00:06:06,900 safer. Now, in my experience, one of the more interesting 103 00:06:06,900 --> 00:06:10,040 ones to watch was Best Buy. Before, you used to 104 00:06:10,040 --> 00:06:12,210 go into the showroom, you'd look around, there'd be stuff 105 00:06:12,210 --> 00:06:14,580 in there, lots of people in there looking at everything 106 00:06:14,580 --> 00:06:18,330 from refrigerators, to new iPhones, to new computers. In the 107 00:06:18,380 --> 00:06:21,740 pandemic, actually Best Buy was well- positioned to deal with 108 00:06:21,740 --> 00:06:25,180 this transformation, and just a few months in they'd already 109 00:06:25,180 --> 00:06:28,150 switched over to the ability to do curbside pickup, order 110 00:06:28,150 --> 00:06:31,840 online, look into their supply chain. What we found is 111 00:06:32,010 --> 00:06:37,870 that, with customers, 38% of them said during our surveys 112 00:06:38,180 --> 00:06:44,890 that contactless experiences make them feel a lot safer, or 113 00:06:44,890 --> 00:06:50,700 much safer. What kind of contactless experiences? Specifically, contactless product 114 00:06:50,700 --> 00:06:54,920 delivery. That was the most preferred contactless approach. So everything 115 00:06:54,920 --> 00:06:58,930 from DoorDash to something coming from Amazon. But right up 116 00:06:58,930 --> 00:07:03,330 there was contactless payment, product pick up, check- in, customer 117 00:07:03,330 --> 00:07:06,970 service, and no- signature checkout. But that was just the 118 00:07:06,970 --> 00:07:09,530 start. That was just the first crack that we saw. 119 00:07:10,810 --> 00:07:14,040 But how does this actually manifest in the world it 120 00:07:14,040 --> 00:07:16,850 is that we're dealing with today? And probably the best 121 00:07:16,850 --> 00:07:19,300 example we have out there is actually grocery pick up. 122 00:07:21,380 --> 00:07:26,810 30. 5, almost 31% of consumers said they would like 123 00:07:26,810 --> 00:07:33,130 curbside pick up to continue. Not really unexpected because by 124 00:07:33,140 --> 00:07:38,110 2023, IDC expects 75% of grocery e- commerce orders will be 125 00:07:38,110 --> 00:07:41,290 picked up curbside or in- store at a special type 126 00:07:41,290 --> 00:07:45,550 of kiosk, driving a 35% increase in investment in on- 127 00:07:45,550 --> 00:07:49,330 site or nearby micro- fulfillment centers to meet that need 128 00:07:49,380 --> 00:07:54,120 of the customer. We talked a little bit about contactless 129 00:07:54,120 --> 00:07:58,650 experience, what's the next one? Well, that's customer automation and 130 00:07:58,650 --> 00:08:01,610 self- service. That's one of the things that grew fairly 131 00:08:01,610 --> 00:08:06,340 quickly during the whole pandemic, is customer automation and self- 132 00:08:06,350 --> 00:08:09,450 service. How do customers take care of things themselves? How 133 00:08:09,450 --> 00:08:12,170 do they actually, instead of going into a store or 134 00:08:12,170 --> 00:08:14,730 going into a location somewhere, how are they able to 135 00:08:14,730 --> 00:08:21,370 do it digitally, online, and move that forward? And so, 136 00:08:21,370 --> 00:08:25,370 what we found is that, during COVID- 19 and the 137 00:08:25,370 --> 00:08:28,770 pandemic, there were a lot of increases in adoption around 138 00:08:28,770 --> 00:08:33,190 the usage and adoption of automated self- service technologies. So 139 00:08:33,190 --> 00:08:36,650 for example, the use of telemedicine, first- time use of 140 00:08:36,960 --> 00:08:43,190 telemedicine, was up 28. 2%. Video calls, Zoom calls, Teams 141 00:08:43,190 --> 00:08:48,470 calls, WebEx calls went up 26.2%. Mobile ordering went up 142 00:08:48,510 --> 00:08:52,700 20. 5%, people actually ordering things on their phone. Everything 143 00:08:52,700 --> 00:08:56,970 from Amazon to, say Chipotle or Chic- Fil-A. But that 144 00:08:56,970 --> 00:09:01,420 wasn't just it. What's also increased is that push towards 145 00:09:01,420 --> 00:09:06,630 mobile apps and how we do automated and self- service 146 00:09:06,680 --> 00:09:11,530 through mobile apps. In fact, mobile applications, their usage of 147 00:09:11,530 --> 00:09:16,360 by consumers and customers went up almost 36%. Mobile ordering 148 00:09:16,360 --> 00:09:21,790 was up 27. 5% previously. Mobile payments, and this is 149 00:09:21,790 --> 00:09:25,540 one of the really interesting ones, between that and alternative payments, mobile 150 00:09:25,630 --> 00:09:30,000 payments was up 18%. Alternative payments, using things like PayPal, 151 00:09:30,000 --> 00:09:35,990 Venmo, things like that, was up almost 23%. So first 152 00:09:35,990 --> 00:09:39,500 of all, we saw the digital transformation around contactless experiences. 153 00:09:39,630 --> 00:09:42,750 And then we see this move into customer support and 154 00:09:42,750 --> 00:09:45,880 self- service, all being automated and again, in a lot 155 00:09:45,880 --> 00:09:50,550 of ways, contactless. So how has this manifested out into 156 00:09:50,550 --> 00:09:54,720 the world? Well specifically when you talk about telemedicine, this 157 00:09:54,720 --> 00:09:57,130 is probably one of the biggest changes because with healthcare, 158 00:09:57,410 --> 00:09:59,910 a lot of that is that personal interaction back and 159 00:09:59,910 --> 00:10:04,360 forth with the doctor or other healthcare provider, and IDC 160 00:10:04,360 --> 00:10:09,100 believes that telemedicine is here to stay just because it's 161 00:10:09,100 --> 00:10:11,700 a simpler and easier way to interact and engage with 162 00:10:11,700 --> 00:10:16,080 your healthcare providers. For example, one of my children goes 163 00:10:16,080 --> 00:10:18,640 and sees a speech therapist and it used to be 164 00:10:18,640 --> 00:10:23,160 this was all done in person. Now what happens is 165 00:10:23,160 --> 00:10:26,390 that he has a weekly appointment with his speech therapist 166 00:10:26,570 --> 00:10:29,830 through Zoom and they're able to interact and engage, and the 167 00:10:29,830 --> 00:10:31,630 audio and the video is good enough that they can 168 00:10:31,630 --> 00:10:35,050 actually make those necessary changes and teach him what it 169 00:10:35,050 --> 00:10:38,590 is he needs to adapt to his speech therapy. So, 170 00:10:38,780 --> 00:10:40,880 telemedicine is one of those things that are here to 171 00:10:41,750 --> 00:10:46,010 stay, and IDC believes by 2023, providers and life science companies 172 00:10:46,010 --> 00:10:51,740 will increase spending by 70% on health technologies, specifically those 173 00:10:51,740 --> 00:10:55,600 health telemedicine type technologies. So we continue to move that 174 00:10:55,790 --> 00:11:01,470 forward. Now we've talked about contactless experiences, we've talked about 175 00:11:01,470 --> 00:11:06,130 the consumer automation. Lastly, it's really the applications become the 176 00:11:06,190 --> 00:11:09,170 primary interface for how we interact and engage with the 177 00:11:09,170 --> 00:11:14,820 world. With COVID- 19, it introduced a whole lot of new 178 00:11:14,820 --> 00:11:17,150 task apps that we've never had on our phones before. 179 00:11:17,330 --> 00:11:20,290 We're used to having things like email, we're used to 180 00:11:20,290 --> 00:11:25,690 having maybe FaceTime. Maybe you're checking Facebook or doing doomscrolling 181 00:11:25,740 --> 00:11:29,970 on TikTok or maybe Instagram. But the fact of the 182 00:11:29,970 --> 00:11:32,330 matter is that we have a lot of new apps 183 00:11:32,330 --> 00:11:36,130 that were task- oriented that were introduced during COVID- 19. 184 00:11:36,510 --> 00:11:39,350 Probably the biggest one introduced, obviously, was the COVID incident 185 00:11:39,350 --> 00:11:43,410 management applications and symptom tracking. But the fascinating thing is, 186 00:11:43,410 --> 00:11:45,810 as we get through the pandemic, those are going to 187 00:11:45,810 --> 00:11:48,420 drop away but what's going to stay in place? The 188 00:11:48,420 --> 00:11:53,840 workplace safety applications, the curbside pickup applications, and the office 189 00:11:53,840 --> 00:11:57,420 space utilization applications. You're going to see a whole lot 190 00:11:57,420 --> 00:12:00,540 more new applications that lay out how it is we 191 00:12:00,550 --> 00:12:04,640 interact and engage, both with other employees and with customers 192 00:12:04,690 --> 00:12:07,840 and consumers as they're out there. So this is the 193 00:12:07,840 --> 00:12:10,040 new world that we're dealing with. A lot of this 194 00:12:10,040 --> 00:12:15,400 is going to be happening through those mobile devices. In 195 00:12:15,400 --> 00:12:18,420 fact, probably one of the best examples that I can give 196 00:12:18,420 --> 00:12:22,310 during this whole process was the whole food delivery. One 197 00:12:22,310 --> 00:12:25,470 of the fabulous things about being home now, when I 198 00:12:25,470 --> 00:12:26,850 used to travel so much, is that I had a 199 00:12:26,850 --> 00:12:31,560 number of dollars stashed up in Uber Cash. And so, 200 00:12:31,560 --> 00:12:33,590 it was fun when my kids were home from school 201 00:12:33,590 --> 00:12:35,080 that they would come in and they would say, " Okay, 202 00:12:35,080 --> 00:12:38,530 he Dad, can we order Uber Eats using the money 203 00:12:38,530 --> 00:12:41,400 you have on your Uber app?" And that was kind 204 00:12:41,400 --> 00:12:43,270 of cool for a couple of times. After the third 205 00:12:43,270 --> 00:12:45,020 time, it's like, " No, you can go downstairs and make 206 00:12:45,020 --> 00:12:47,460 yourself a PB& J. But the fact of the matter 207 00:12:47,460 --> 00:12:50,930 is that food delivery is not going away. It's something 208 00:12:51,140 --> 00:12:55,130 to stay. And it's going to increase for restaurants and 209 00:12:55,130 --> 00:12:58,120 eats into their profits just as a way to be 210 00:12:58,120 --> 00:13:02,750 able to survive. 31% of consumers would like home delivery 211 00:13:02,750 --> 00:13:06,470 of goods to continue. And honestly, I think this is 212 00:13:06,470 --> 00:13:08,390 going to grow. I don't know how many of you 213 00:13:08,390 --> 00:13:10,730 remember the old Peapod and places like that where they 214 00:13:10,730 --> 00:13:14,170 would actually deliver groceries. This is going to grow even 215 00:13:14,170 --> 00:13:18,830 more. In fact, IDC believes by 2023, 30% of restaurants 216 00:13:18,830 --> 00:13:23,440 using third party delivery platforms will deploy native delivery options 217 00:13:23,440 --> 00:13:25,640 to eliminate that third party feed because they want to 218 00:13:25,640 --> 00:13:28,460 retain that money. What that means is that they're using 219 00:13:28,460 --> 00:13:32,700 technology to continue to build up their baseline revenue in 220 00:13:32,700 --> 00:13:34,590 this new type of world it is that we're dealing 221 00:13:34,590 --> 00:13:39,660 with. So, if you work in technology, if you're CIO, 222 00:13:39,660 --> 00:13:44,400 a CTO, a CMO, what does this mean for you? Well, here's 223 00:13:44,400 --> 00:13:48,650 what it means for you. CX is now becoming urgent 224 00:13:48,660 --> 00:13:52,290 for the C- Suite. IDC does a lot of research, 225 00:13:52,290 --> 00:13:55,760 we take a lot of surveys, and back in January 226 00:13:56,490 --> 00:14:00,160 or February we surveyed what we call our future enterprise 227 00:14:00,160 --> 00:14:05,010 survey. And we had CxO type officers outline where the 228 00:14:05,190 --> 00:14:08,390 primary priorities were for the C- Suite in their companies. 229 00:14:09,040 --> 00:14:12,940 And customer experience was down number eight because there's so 230 00:14:12,940 --> 00:14:15,820 many other things that are going on out there. And 231 00:14:16,140 --> 00:14:19,240 most companies honestly believe that they can always find another 232 00:14:19,240 --> 00:14:23,740 customer. What we found is that with the pandemic, customer 233 00:14:23,740 --> 00:14:27,220 experience went from number eight to number two, and it 234 00:14:27,770 --> 00:14:30,660 remained in one of the top three slots every month 235 00:14:30,660 --> 00:14:34,040 for the rest of the year. This is where the 236 00:14:34,040 --> 00:14:38,890 priority was. Customer experience become a top priority because companies 237 00:14:38,890 --> 00:14:42,810 realize that without a customer, they didn't have a company. 238 00:14:44,540 --> 00:14:48,020 So what are the challenges to driving a differentiated experience? 239 00:14:49,950 --> 00:14:52,790 Again, from our survey, the biggest challenge out there is 240 00:14:52,790 --> 00:14:55,610 that cross- channel experience. How do you move from a 241 00:14:55,610 --> 00:14:58,080 mobile device to a website to an in- person, and 242 00:14:58,080 --> 00:15:01,660 maybe back to a mobile device? 69% of our respondents 243 00:15:01,660 --> 00:15:04,330 said that was the number- one thing they were challenged 244 00:15:04,330 --> 00:15:07,600 with. The number two was how do you switch, in 245 00:15:07,600 --> 00:15:11,610 a pandemic environment, into a customer- centric organization? What does 246 00:15:11,610 --> 00:15:15,330 it take and how do you move that forward? Third 247 00:15:15,330 --> 00:15:20,410 was tying that improvement in customer experience to revenue, and 248 00:15:20,410 --> 00:15:24,480 that's absolutely critical because if you can't prove the revenue, 249 00:15:24,750 --> 00:15:28,470 then you can't prove the value of the experience. And 250 00:15:28,470 --> 00:15:30,750 the last one, all the way down at 38% was 251 00:15:30,750 --> 00:15:33,420 integrated the customer data. Now I'll just tell you from 252 00:15:33,420 --> 00:15:35,640 experience, you're going to see this one rise because this 253 00:15:35,640 --> 00:15:38,860 is the lifeblood of customer experience. If you look at 254 00:15:38,860 --> 00:15:42,180 the work that Genesys and Adobe do, this is really 255 00:15:42,180 --> 00:15:45,850 the lifeblood. The customer data, moving that customer data around 256 00:15:46,090 --> 00:15:48,510 and being able to drive all of the intelligence and 257 00:15:48,510 --> 00:15:52,050 analytics, and therefore the better experience that they're able to 258 00:15:52,050 --> 00:15:55,610 provide. So, when you think about where this goes in 259 00:15:55,610 --> 00:15:58,920 the future, think about starting with the customer at the 260 00:15:58,920 --> 00:16:01,660 center. This is where the future is going to be 261 00:16:01,660 --> 00:16:04,070 and this is how companies like Adobe and Genesys are 262 00:16:04,070 --> 00:16:06,900 pulling this together. Customers at the center, and they want 263 00:16:06,900 --> 00:16:09,800 four things. They want a conversation with the brand, they 264 00:16:09,800 --> 00:16:13,410 want a clear customer journey, they want a good experience, 265 00:16:13,450 --> 00:16:16,190 and they want satisfaction and being able to express that 266 00:16:16,190 --> 00:16:19,880 satisfaction. So really, what it comes down to is an 267 00:16:19,880 --> 00:16:24,160 empathetic relationship between customers and brands built upon what the 268 00:16:24,160 --> 00:16:27,570 customer wants and how they want to be treated. But 269 00:16:27,570 --> 00:16:31,420 that's just the beginning because this all happens through this 270 00:16:31,420 --> 00:16:36,780 lens of technology. And it's this technology around awareness, engaging, 271 00:16:37,080 --> 00:16:42,210 learning and measuring. Every customer engagement now happens through a 272 00:16:42,210 --> 00:16:47,590 lens of technology, and that's the critical piece here. Lastly, 273 00:16:48,990 --> 00:16:52,260 you've got the customer, you've got the technology. It has 274 00:16:52,260 --> 00:16:57,400 to drive business outcomes that drives empathy at scale. That's 275 00:16:57,400 --> 00:17:00,810 really where the future is now, is empathy at scale. 276 00:17:00,870 --> 00:17:02,860 And that's what technology is driving, and that's what that 277 00:17:02,860 --> 00:17:05,920 relationship with the customer is all about. So this is what 278 00:17:05,920 --> 00:17:08,070 I'd like to leave you with because this is what 279 00:17:08,070 --> 00:17:13,290 it means. The customer experience of today and tomorrow is 280 00:17:13,290 --> 00:17:19,870 all about awareness. It's about engagement. It's about learning. It's 281 00:17:19,870 --> 00:17:25,140 about measurement. And it's about data. And these, together, are 282 00:17:25,150 --> 00:17:28,570 what drive empathy at scale, and all this happens through 283 00:17:28,570 --> 00:17:31,750 the lens of technology. Now I'd like to turn it 284 00:17:31,750 --> 00:17:34,760 over to my colleagues and let them take this forward 285 00:17:34,760 --> 00:17:39,310 from here. Great. Thank you very much, Alan. A lot 286 00:17:39,310 --> 00:17:42,640 of good information. We'd like to learn a little bit 287 00:17:42,640 --> 00:17:46,700 more about your specific CX challenges before Sridhar and I 288 00:17:46,960 --> 00:17:52,950 start talking about the Adobe Genesys partnership and integrations. So 289 00:17:53,200 --> 00:17:56,980 we have a question here and a few options. What 290 00:17:56,980 --> 00:18:01,040 are your CX challenges in the new digital world? One, 291 00:18:01,100 --> 00:18:05,610 improve customer retention/ loyalty, reduce churn. That's probably pretty important. 292 00:18:06,040 --> 00:18:13,280 Personalize the experiences to impact very specific KPIs. CSAT, increase 293 00:18:13,280 --> 00:18:17,130 revenue, increase lead velocity, and for those contact center people 294 00:18:17,130 --> 00:18:20,920 out there, first call resolution, average handle time. Are those 295 00:18:20,920 --> 00:18:25,710 important KPIs? Are you focused on reducing the call interaction 296 00:18:25,710 --> 00:18:30,310 volume through automation, using bots or chats rather than calls? 297 00:18:31,030 --> 00:18:33,920 And do you have commitments to your customers, whether they're 298 00:18:33,920 --> 00:18:39,130 internal within your organization or to external customers, to meet 299 00:18:39,130 --> 00:18:44,070 service level agreements? So, let's take a look at the 300 00:18:44,120 --> 00:18:54,030 results. So, reducing call interaction volume. That's pretty interesting, that's 301 00:18:55,060 --> 00:18:58,900 very good. So, as Alan was describing, the increase of 302 00:18:59,270 --> 00:19:02,950 volume of interactions going up, being able to handle those 303 00:19:03,010 --> 00:19:12,860 using AI. And second, these KPI metrics or specific revenue 304 00:19:12,860 --> 00:19:17,300 and lead velocity metrics, they're pretty important as well. And 305 00:19:17,680 --> 00:19:21,990 reducing churn, increasing loyalty. And then finally, meeting your service 306 00:19:21,990 --> 00:19:30,070 level agreements. Great. All right, so as I mentioned, we're 307 00:19:30,070 --> 00:19:35,200 here to talk about a new strategic partnership between Genesys 308 00:19:35,200 --> 00:19:39,700 and Adobe, a very exciting partnership. We'll describe what that 309 00:19:39,700 --> 00:19:43,440 partnership is, talk about the integrations between our two platforms, 310 00:19:43,690 --> 00:19:46,720 and then we're going to give you a demonstration that actually shows you 311 00:19:47,030 --> 00:19:51,770 how we break down these silos between marketing, commerce, sales 312 00:19:51,770 --> 00:19:56,150 and service across the entire customer life cycle, customer journey, 313 00:19:56,660 --> 00:20:00,620 to utilize the data that exists, the behaviors that occur, 314 00:20:01,290 --> 00:20:05,040 so we can link the marketing profiles with contact history 315 00:20:05,480 --> 00:20:10,980 for real- time engagement. And the goal is to allow 316 00:20:10,980 --> 00:20:14,610 you to see and know more about your customers, personalize 317 00:20:14,610 --> 00:20:18,950 better, and engage smarter and faster to achieve some of 318 00:20:19,100 --> 00:20:24,460 those KPIs that we were just talking about. And another 319 00:20:24,470 --> 00:20:27,500 way to look at this is we're leveraging each other's 320 00:20:27,500 --> 00:20:33,250 strengths, Adobe and Genesys. Genesys is a contact center platform, 321 00:20:33,430 --> 00:20:38,530 customer experience platform, focused on real- time engagement. Most of 322 00:20:38,530 --> 00:20:41,850 the engagement is one- to- one between an agent or 323 00:20:41,850 --> 00:20:46,100 an employee and a customer, and a marketing or digital 324 00:20:46,100 --> 00:20:49,760 experience platform from Adobe, they're focused on communicating one- to- 325 00:20:49,760 --> 00:20:55,120 many, as marketeers do. And we want to leverage the 326 00:20:55,120 --> 00:20:58,020 data that exists in the contact center and all of 327 00:20:58,020 --> 00:21:00,160 the other connection points that we have in the contact 328 00:21:00,160 --> 00:21:05,840 center, with the data and marketing technology stack that exists 329 00:21:06,180 --> 00:21:10,920 in the sales and marketing part of the organization to 330 00:21:11,030 --> 00:21:16,960 develop this single unified view so we have better conversations, 331 00:21:17,150 --> 00:21:22,600 as Alan was describing, clearer journeys, and good experiences for 332 00:21:22,600 --> 00:21:25,970 the customer in context. So we're engaging at the right 333 00:21:25,970 --> 00:21:29,930 moments with the right information to make the employees smarter, 334 00:21:30,090 --> 00:21:34,060 the customers happier, and the outcomes better so that those 335 00:21:34,060 --> 00:21:39,520 customers are satisfied. So Alan was describing the trends that 336 00:21:39,800 --> 00:21:42,650 he's seen in the COVID world. Let's hear a little 337 00:21:42,650 --> 00:21:46,500 bit from Sridhar about the trends that Adobe is seeing. 338 00:21:49,980 --> 00:21:54,380 Sridhar? Thank you, Dan. And like Alan was pointing out, 339 00:21:54,530 --> 00:21:58,620 in this COVID and post- COVID era, with cashless payments 340 00:21:58,670 --> 00:22:05,430 or contactless experiences, one of the key motivators for customers and businesses, 341 00:22:06,370 --> 00:22:09,470 we find ourselves to be in a very fortunate position 342 00:22:09,510 --> 00:22:11,990 to be the nexus of many of these micro trends. 343 00:22:12,300 --> 00:22:14,010 I'm not going to go through all of them but I'll 344 00:22:14,010 --> 00:22:16,430 just pick a few of them which actually might resonate 345 00:22:16,430 --> 00:22:19,210 with you. The first one is, this is actually the 346 00:22:19,210 --> 00:22:22,740 golden age of design and creativity. So design is actually 347 00:22:22,820 --> 00:22:26,690 competitive advantage for businesses, large and small. How they present 348 00:22:26,690 --> 00:22:29,720 themselves, how they make things easier for customers to interact 349 00:22:29,720 --> 00:22:32,880 with, as well as how they use technology as a 350 00:22:32,880 --> 00:22:37,710 canvas for exploring new areas, whether it is voice, or 351 00:22:37,710 --> 00:22:41,870 VR, AR, or artificial intelligence, things like that. The second 352 00:22:41,870 --> 00:22:46,770 one is, technology is actually reshaping productivity. So documents continue 353 00:22:47,030 --> 00:22:49,750 to still be the core of how people work, so if we look 354 00:22:49,750 --> 00:22:53,510 at realtors, if we look at any major business, they are moving 355 00:22:54,490 --> 00:22:58,250 non- paper artifact whether it is using Adobe Sign or 356 00:22:58,250 --> 00:23:03,110 any other mechanism of creating via the web or email 357 00:23:03,210 --> 00:23:04,960 without having to actually having to pick up a paper and 358 00:23:04,960 --> 00:23:08,260 sign the paper. The third one is around how experiences 359 00:23:08,260 --> 00:23:12,270 matter more now than ever. The first one is customers will 360 00:23:12,270 --> 00:23:15,990 need to know and anticipate what their customers will want 361 00:23:15,990 --> 00:23:19,320 from them, and why they are contacting them in the first place. 362 00:23:19,660 --> 00:23:22,980 And second one is the data itself. The more data 363 00:23:23,060 --> 00:23:26,150 which they collect today becomes a mandate of how they're 364 00:23:26,150 --> 00:23:28,590 going to protect the data, as well as being transparent 365 00:23:28,710 --> 00:23:31,460 about how they are going to use this data. And 366 00:23:31,460 --> 00:23:39,310 all these trends are all by artificial intelligence and machine 367 00:23:39,310 --> 00:23:45,750 learning. They accelerate these trends. Speaking about Adobe, what Adobe 368 00:23:45,750 --> 00:23:50,730 does, Adobe was founded in 1982 and since then, from 369 00:23:50,730 --> 00:23:54,640 the beginning, setting the standard for digital experiences has been 370 00:23:54,640 --> 00:23:58,000 one of the prime goals or motivation factors for us. At Adobe, 371 00:23:59,240 --> 00:24:03,010 our mission is to change the world through digital experiences. So, 372 00:24:03,010 --> 00:24:05,290 from the moment you wake up in the morning until 373 00:24:05,290 --> 00:24:07,430 you go to bed at night are the media you 374 00:24:07,430 --> 00:24:11,070 consume, the content that you see on your mobile phone, 375 00:24:11,070 --> 00:24:14,730 or the websites you browse through, or the apps that you use, at some 376 00:24:14,730 --> 00:24:17,360 point they all actually have some sort of connectivity or 377 00:24:17,810 --> 00:24:21,520 touched by Adobe technology, whether it is the creations that you 378 00:24:21,520 --> 00:24:25,570 see done via Photoshop or Illustrator, or whether it is 379 00:24:25,570 --> 00:24:28,640 the pages that are delivered via the Experience Manager or 380 00:24:28,640 --> 00:24:32,360 the personal Adobe Target, there is always some sort of 381 00:24:32,470 --> 00:24:35,000 Adobe's presence in the gadgets that you use, as well 382 00:24:35,000 --> 00:24:40,870 as the content that we consume today. At its essence, Adobe 383 00:24:40,870 --> 00:24:45,050 gives everyone, from emerging artists to global grants, everything they 384 00:24:45,050 --> 00:24:50,080 need to design and deliver exceptional digital experiences. I would 385 00:24:50,080 --> 00:24:57,310 like to walk through how we see current technology landscape 386 00:24:57,430 --> 00:25:04,130 in this specific era. So, coming to strategy, right? So, 387 00:25:04,130 --> 00:25:07,820 originally Adobe was known as a company that deals with 388 00:25:07,910 --> 00:25:12,100 creating creative tools that will help creators, designers, whether it 389 00:25:12,100 --> 00:25:16,250 is creating a nice image in Photoshop or to create 390 00:25:16,250 --> 00:25:21,540 banners or content within Acrobat, or InDesign, or Dreamweaver. Over the 391 00:25:21,540 --> 00:25:25,520 last decade or so, we have been slowly merging both the creative 392 00:25:25,520 --> 00:25:28,490 business as well as the marketing business, so all the 393 00:25:28,490 --> 00:25:32,770 creative artifacts that are developed by these creator people will 394 00:25:32,770 --> 00:25:35,070 need to get into the consumer's hands. Whether it is 395 00:25:35,070 --> 00:25:37,890 via web or whether it is via print media. So 396 00:25:37,890 --> 00:25:41,820 we do all that, so within the marketing business, we 397 00:25:41,820 --> 00:25:45,730 have our Experience Manager for edge delivery, we have analytics 398 00:25:45,730 --> 00:25:49,460 to get insights of what is currently being viewed, what 399 00:25:49,460 --> 00:25:52,370 customers like, what they don't like, where they currently need. 400 00:25:53,020 --> 00:25:57,230 And then we also provide targeting campaigns and other via 401 00:25:57,230 --> 00:26:00,210 marketing cloud products. And then, like I said earlier, the 402 00:26:00,210 --> 00:26:03,660 move from paper to print, or paper to digital, that 403 00:26:03,660 --> 00:26:06,110 transformation has also been happening for quite some time now. 404 00:26:06,850 --> 00:26:09,880 We have Adobe Sign as well as we also have Acrobat, 405 00:26:10,770 --> 00:26:16,520 which in that aspect. Great, so we've heard a bit 406 00:26:16,520 --> 00:26:20,690 about Adobe strategy. Oops, let me back up here. Adobe 407 00:26:20,690 --> 00:26:25,550 strategy, and I'll highlight how Adobe strategy and the Genesys 408 00:26:25,550 --> 00:26:29,430 strategy are very complementary. We've been around a long time 409 00:26:29,430 --> 00:26:32,750 as well, 30 years, and we have many of the 410 00:26:32,750 --> 00:26:36,990 same customers. We are listing some very recognizable brands here 411 00:26:36,990 --> 00:26:39,980 and large companies, but I want to emphasize that we 412 00:26:39,980 --> 00:26:46,310 also have customers in the small, medium, large business category, 413 00:26:46,310 --> 00:26:51,790 not just enterprise customers. And many of these customers are 414 00:26:51,810 --> 00:26:55,340 very large, and they have many, many agents interacting with, 415 00:26:55,340 --> 00:26:59,850 and customers, which results in a great deal of data 416 00:27:00,010 --> 00:27:04,570 that is derived from the massive amount of interactions that 417 00:27:04,570 --> 00:27:09,020 are occurring on a daily basis. So, we are utilizing 418 00:27:09,080 --> 00:27:16,890 that data to become smarter and to optimize the customer 419 00:27:16,890 --> 00:27:25,610 experience. And leveraging the customer service tech stack, the agents, 420 00:27:25,830 --> 00:27:28,620 and users of the platform on the left side of 421 00:27:28,620 --> 00:27:33,360 the wall. And we're also leveraging now with the partnership 422 00:27:33,360 --> 00:27:39,270 by breaking down that wall to leverage the data and 423 00:27:39,270 --> 00:27:43,730 the insights that exist from the Adobe platform. So we'll 424 00:27:43,730 --> 00:27:48,320 know things like which campaigns appealed to a customer who 425 00:27:48,320 --> 00:27:52,150 might be calling in for support. And we can leverage 426 00:27:52,150 --> 00:27:57,560 that to eliminate a disjointed customer experience. Many times we 427 00:27:57,560 --> 00:28:05,510 think of receiving emails and information from businesses via one 428 00:28:06,270 --> 00:28:12,700 channel and one experience, but as a consumer, we shop, 429 00:28:12,840 --> 00:28:16,580 we buy, and we get customer care and we do 430 00:28:16,580 --> 00:28:20,190 that with the business. And we want to make sure 431 00:28:20,190 --> 00:28:27,560 that, as consumers, we have this very tightly integrated experience. 432 00:28:27,780 --> 00:28:32,080 And, as you highlighted in the survey question, one of 433 00:28:32,080 --> 00:28:36,530 your challenges to eliminate these disjointed experiences. And you also 434 00:28:36,530 --> 00:28:40,040 want to deliver what the customer needs. Products that they 435 00:28:40,040 --> 00:28:44,710 need, services that they need, to increase the value that 436 00:28:44,710 --> 00:28:49,660 you're receiving and delivering to those customers. And again, leveraging 437 00:28:49,660 --> 00:28:53,140 the data and the technology on both sides of that 438 00:28:53,140 --> 00:28:57,910 wall, we can fulfill the brand promise that's often made 439 00:28:57,910 --> 00:29:00,690 by the marketing side of the house but the customer 440 00:29:00,690 --> 00:29:03,770 care and the people that are engaging in real- time 441 00:29:04,280 --> 00:29:06,790 are often the people who have to deliver on that 442 00:29:07,170 --> 00:29:10,070 brand promise, to show the customer that we know them, 443 00:29:10,310 --> 00:29:13,650 to demonstrate that we value the information that they've shared. 444 00:29:13,880 --> 00:29:18,370 And we've been paying attention to these interactions so that 445 00:29:18,370 --> 00:29:22,240 we can know the best ways, the best moments, to 446 00:29:22,240 --> 00:29:25,920 engage. And this is really the essence of what we 447 00:29:25,920 --> 00:29:30,720 call experience as a service. There are many companies that 448 00:29:30,720 --> 00:29:34,560 we interact with, we categorize them here as the companies 449 00:29:34,560 --> 00:29:38,660 you swear at, right? Where you've been invited to their 450 00:29:38,660 --> 00:29:41,940 business and you call them and the first thing they 451 00:29:41,940 --> 00:29:44,240 do is ask you questions as if they don't know 452 00:29:44,240 --> 00:29:48,910 who you are. Who are you, and why are you calling? It's like inviting 453 00:29:48,910 --> 00:29:51,820 somebody over to your house for dinner, and you open 454 00:29:51,820 --> 00:29:54,760 the door and you say, " Who are you and why 455 00:29:54,760 --> 00:29:59,740 are you here?" So, being able to understand the invitations, 456 00:29:59,740 --> 00:30:02,870 the marketing campaigns, that are driving people to your business, 457 00:30:03,130 --> 00:30:06,110 either to your website or to your call center over 458 00:30:06,110 --> 00:30:10,020 the phone, we want to make sure that we are 459 00:30:10,320 --> 00:30:13,620 aware of the entire customer life cycle so that we 460 00:30:13,620 --> 00:30:18,810 can deliver these empathetic experiences, what we call experiences as 461 00:30:18,810 --> 00:30:25,610 a service. The essence of empathy is paying attention. Observing, 462 00:30:25,710 --> 00:30:31,730 listening and understanding, and then remembering in context. When somebody 463 00:30:31,840 --> 00:30:36,330 is engaging with your business, they don't necessarily follow a 464 00:30:36,380 --> 00:30:42,860 linear path from shopping, buying, et cetera. There is a 465 00:30:42,860 --> 00:30:46,770 lot of contextual changes. You may make a purchase and 466 00:30:46,770 --> 00:30:50,830 then you may have a support question. Or you may 467 00:30:50,830 --> 00:30:54,830 want to return a product. So being aware of what 468 00:30:54,830 --> 00:30:58,580 has happened across the entire customer life cycle is going 469 00:30:58,580 --> 00:31:02,780 to help you respond efficiently and in a way that 470 00:31:02,780 --> 00:31:06,500 shows the customer that you really value the information that 471 00:31:06,550 --> 00:31:10,160 they have shared with you. So Sridhar, maybe you could 472 00:31:10,160 --> 00:31:12,990 talk a little bit about the underlying technology and how 473 00:31:12,990 --> 00:31:18,260 we deliver this together. Sure, thank you. So, for the 474 00:31:18,260 --> 00:31:21,850 experience as a business, what we currently want to push here 475 00:31:22,110 --> 00:31:25,250 with this particular Genesys partnership is our Adobe Experience Cloud 476 00:31:25,250 --> 00:31:28,760 Solution that we are working to pair with Genesys. Adobe Experience 477 00:31:28,760 --> 00:31:33,570 Cloud is the industry's most comprehensive solution for marketing, advertising, 478 00:31:33,630 --> 00:31:38,290 analytics and commerce, serving both B to C or B 479 00:31:38,290 --> 00:31:43,070 to B customers. Experience Cloud allows you to deliver exceptional experiences 480 00:31:43,070 --> 00:31:47,660 from creation all the way through to monetization, acquisition, retention, 481 00:31:47,660 --> 00:31:52,330 and even renewal of existing services that the brands might 482 00:31:52,330 --> 00:31:55,130 want to give to their customers. And at the core 483 00:31:55,340 --> 00:31:58,430 of the Experience Cloud, we have the Experience platform, which 484 00:31:58,830 --> 00:32:03,530 is our new strategic initiative for integrating with the different 485 00:32:03,580 --> 00:32:08,270 clouds versus different services, wherein we are able to pull in 486 00:32:08,270 --> 00:32:11,690 data from different parties, whether it is a customer's online 487 00:32:11,690 --> 00:32:16,710 behavior via Adobe Analytics, or information that we collect via 488 00:32:16,710 --> 00:32:21,650 different DSPs or data providers and as well as campaigns 489 00:32:21,650 --> 00:32:25,160 that sends out emails to customers, and how a customer 490 00:32:25,170 --> 00:32:29,480 reacts to a particular targeted or personalized messages. All this 491 00:32:29,480 --> 00:32:32,380 data is now in the platform, and we use machine 492 00:32:32,380 --> 00:32:37,370 learning and artificial intelligence to uncover new insights and information 493 00:32:37,370 --> 00:32:43,590 that was not previously available. At the center of this 494 00:32:43,590 --> 00:32:48,210 platform, we have something called the real-time customer profile. So, 495 00:32:48,230 --> 00:32:51,330 when I go to a particular retail store, the store 496 00:32:51,330 --> 00:32:54,820 would know me as in and buying a particular device, 497 00:32:55,100 --> 00:32:59,950 or buying a particular product. As well as when I 498 00:32:59,950 --> 00:33:04,410 go online and search for similar for what I just 499 00:33:04,410 --> 00:33:07,670 bought, or even look up support information or any sort 500 00:33:07,670 --> 00:33:10,060 of issues that I want to get resolved, I'll be 501 00:33:10,060 --> 00:33:11,950 using my email address to sign in, or I may 502 00:33:11,950 --> 00:33:14,710 be using my Facebook or my social media handles to 503 00:33:14,710 --> 00:33:18,270 connect. And this profile information is very disparate, right? So 504 00:33:18,270 --> 00:33:21,210 the way I interact with the particular brand could happen 505 00:33:21,210 --> 00:33:24,130 differently. And again, this could be happening from a mobile 506 00:33:24,130 --> 00:33:27,120 device, or from a laptop, or even in- person or 507 00:33:27,120 --> 00:33:31,730 offline, which is happening. And when we put all these 508 00:33:31,730 --> 00:33:36,010 data into one particular environment, it becomes very hard for 509 00:33:36,560 --> 00:33:38,900 analysts as well as marketers to figure out what is 510 00:33:38,900 --> 00:33:42,260 exactly happening. Why is a particular sale happening in the 511 00:33:42,260 --> 00:33:45,420 way it is happening? Or why exactly a consumer is 512 00:33:45,420 --> 00:33:47,980 not too happy with the brand? So what we are 513 00:33:47,980 --> 00:33:49,760 doing here is we are bringing in all the data 514 00:33:49,760 --> 00:33:54,330 into the platform, along with things like the customer's interaction 515 00:33:54,350 --> 00:33:58,480 at the store level, the service that is complete online, as 516 00:33:58,480 --> 00:34:00,650 well as the point of sale, as well as a 517 00:34:00,650 --> 00:34:04,280 Genesys- provided customer experience data. That could be call center 518 00:34:04,280 --> 00:34:07,660 data, could be anything that Genesys gives to the platform. And 519 00:34:07,660 --> 00:34:10,880 all this data is stitched together, and it is available at 520 00:34:10,880 --> 00:34:14,730 the edge, meaning it is available for marketers, it's available 521 00:34:14,730 --> 00:34:17,940 for call center agents, could be available for service people, 522 00:34:18,280 --> 00:34:21,130 at the edge instantaneously. Again, we are talking about less 523 00:34:21,130 --> 00:34:25,400 than a few milliseconds here. And this enables them to 524 00:34:25,400 --> 00:34:28,590 quickly interact with the person with the latest knowledge about 525 00:34:28,650 --> 00:34:31,180 what they have gone through, or what is the right 526 00:34:31,180 --> 00:34:35,560 level of interaction that they would want to come back. Empathy as 527 00:34:35,560 --> 00:34:44,830 a service. Let's take a look at how this interaction 528 00:34:44,920 --> 00:34:50,630 would work. What would the experience feel like? So, we're showing 529 00:34:50,630 --> 00:34:56,710 here a customer arriving on a website or calling into 530 00:34:56,710 --> 00:35:02,480 the contact center. And when they do that, the integrations 531 00:35:02,480 --> 00:35:06,650 we have between our platform, the Genesys platform, and the Adobe platform, 532 00:35:07,020 --> 00:35:11,140 we're able to pull data out of the Experience Cloud 533 00:35:11,140 --> 00:35:17,650 platform, or the Adobe Experience platform, or Adobe Analytics, grab 534 00:35:17,650 --> 00:35:21,850 that information into the agent desktop in a consumable way 535 00:35:22,420 --> 00:35:26,460 to make the agent more knowledgeable about what brought the 536 00:35:26,460 --> 00:35:28,990 customer here, why are they calling us today? Why are 537 00:35:28,990 --> 00:35:33,270 they engaging? What were they doing before, during and after 538 00:35:33,270 --> 00:35:37,330 the interaction? And we can even pull product recommendations out 539 00:35:37,330 --> 00:35:41,740 so we have more relevant, contextual suggestions for the customer 540 00:35:42,000 --> 00:35:45,660 about products or services they may want to buy. And 541 00:35:45,660 --> 00:35:51,040 we can push and pull data during that interaction, and 542 00:35:51,040 --> 00:35:54,130 at the end of that interaction, to enrich the customer 543 00:35:54,130 --> 00:35:59,810 profile, to inform subsequent marketing campaigns about what the customer 544 00:35:59,810 --> 00:36:03,580 shared in that live conversation with an agent or support 545 00:36:03,580 --> 00:36:08,540 person so that at what stage that customer is in 546 00:36:08,540 --> 00:36:12,260 their buying decision. And that will inform what information to 547 00:36:12,260 --> 00:36:15,910 deliver to them to move them more efficiently, and in 548 00:36:16,040 --> 00:36:19,550 a better way, through the sales cycle, through the funnel. 549 00:36:20,240 --> 00:36:23,800 And we can also use these insights to trigger engagement 550 00:36:24,040 --> 00:36:28,040 more intelligently so you're engaging at the right moments with 551 00:36:28,040 --> 00:36:32,420 the right information to drive the best outcome. So this 552 00:36:32,940 --> 00:36:37,590 real- time exchange of data really helps to optimize the 553 00:36:37,590 --> 00:36:45,310 experience and give you this integrated picture of who that 554 00:36:45,310 --> 00:36:50,210 customer is. So, we're showing examples of customer experience data 555 00:36:50,210 --> 00:36:54,380 from the contact center, customer experience data from the various 556 00:36:55,140 --> 00:36:58,880 Adobe products that have been consolidated into the Adobe Experience 557 00:36:58,880 --> 00:37:04,560 platform to simplify and streamline the access to that data 558 00:37:04,830 --> 00:37:09,820 so that we can update the information in the moment 559 00:37:10,040 --> 00:37:15,980 and then use that during the conversation to impressionalize and 560 00:37:15,980 --> 00:37:20,120 optimize the experience for the customer. So, let me show 561 00:37:20,120 --> 00:37:27,020 you how this works by sharing my desktop. And I'm 562 00:37:27,170 --> 00:37:32,680 going to show you the solution, and I'm going to 563 00:37:32,800 --> 00:37:38,860 describe what the experience would look like with a customer 564 00:37:38,860 --> 00:37:43,980 either arriving on a website or dialing into the contact 565 00:37:43,980 --> 00:37:47,670 center. So, on the left we have a website, and 566 00:37:47,670 --> 00:37:50,530 the customer may have arrived on this website from a 567 00:37:50,530 --> 00:37:53,880 marketing campaign, or they may have just picked up the 568 00:37:53,880 --> 00:37:57,050 phone and called into the contact center. So on the 569 00:37:57,050 --> 00:38:00,150 right here, we're taking a peek under the hood of 570 00:38:00,150 --> 00:38:06,300 the Genesys platform and we're observing unknown visitors or callers, 571 00:38:06,520 --> 00:38:12,140 known visitors based upon their cookie, email, login, or recognized 572 00:38:12,140 --> 00:38:15,920 phone number. And we're connecting in the back end with 573 00:38:15,920 --> 00:38:19,300 the Adobe Experience platform and other Adobe products. So we've 574 00:38:19,300 --> 00:38:23,450 got the Genesys platform, the Adobe platform, and we're connecting 575 00:38:23,450 --> 00:38:27,160 these dots. And here we're going to view what the 576 00:38:27,160 --> 00:38:31,910 platform can see about this one unknown visitor. So, first 577 00:38:31,910 --> 00:38:34,820 I'm showing you the platform view. This is not the 578 00:38:34,820 --> 00:38:39,270 agent view. This is what the platform can see. And as this 579 00:38:39,270 --> 00:38:41,970 visitor on the left, who may have arrived from a 580 00:38:41,970 --> 00:38:46,120 marketing campaign, begins to navigate around on the site, you'll 581 00:38:46,120 --> 00:38:50,850 see that we're observing, analyzing their behavior in real- time. 582 00:38:51,140 --> 00:38:53,960 We don't know who this visitor is, they're unknown, but we 583 00:38:53,960 --> 00:38:58,420 have some demographic and technographic information that may inform us 584 00:38:58,630 --> 00:39:01,520 a bit more about how, when, and with whom to 585 00:39:01,520 --> 00:39:05,240 engage. And then we can see here, previous visits that 586 00:39:05,240 --> 00:39:07,500 may have occurred, even though this person is unknown. They 587 00:39:07,500 --> 00:39:12,230 may have, without sharing their identity, visited our site over 588 00:39:12,380 --> 00:39:16,940 the past several months. And if the customer, visitor, starts 589 00:39:16,940 --> 00:39:20,240 to do things like add items to their shopping cart, 590 00:39:21,460 --> 00:39:24,780 or they could be filling out an application, we're able 591 00:39:24,780 --> 00:39:28,620 to see that they've added items to their cart, what 592 00:39:28,620 --> 00:39:32,620 item, the dollar amount, the product category. We can track 593 00:39:32,750 --> 00:39:36,420 whether the cart value is increasing or decreasing, and we're 594 00:39:36,420 --> 00:39:41,570 making predictions about whether they're likely to make a purchase 595 00:39:41,820 --> 00:39:45,340 or fill out a lead form. These outcomes make sense 596 00:39:45,340 --> 00:39:49,560 for the G- Sol business. You would configure different outcomes. 597 00:39:49,740 --> 00:39:52,150 And once those outcomes are configured, we start to look 598 00:39:52,150 --> 00:39:55,540 at the attributes and behaviors of all those who achieve 599 00:39:55,920 --> 00:39:59,240 that outcome, and that's how we're making these predictions. So 600 00:39:59,240 --> 00:40:01,520 if this person decides they would like to log in 601 00:40:02,080 --> 00:40:05,980 and share a bit more information about themselves, maybe they've 602 00:40:05,980 --> 00:40:09,340 got stored payment information here and they'd like to log 603 00:40:09,340 --> 00:40:11,990 in so they can use that before proceeding to check 604 00:40:11,990 --> 00:40:15,900 out. Now you'll see a few things changing here. Now 605 00:40:15,900 --> 00:40:19,330 that we know who this person is, we can start 606 00:40:19,330 --> 00:40:24,330 to decide which communication options to present to the customer. 607 00:40:25,240 --> 00:40:29,950 So we've presented here a live assistance widget that shows 608 00:40:29,950 --> 00:40:33,240 me, on the left, that I can call or initiate 609 00:40:33,240 --> 00:40:38,240 a web chat. We've got some customer- initiated options. But 610 00:40:38,240 --> 00:40:41,870 if the customer proceeds here in their journey to begin 611 00:40:41,870 --> 00:40:46,310 to check out, they are wondering about this discount code. 612 00:40:46,750 --> 00:40:50,250 Maybe they search for the discount code, and they don't 613 00:40:50,250 --> 00:40:54,220 find what they're searching for. What is going to happen 614 00:40:54,220 --> 00:40:59,280 is we will proactively offer that visitor a very personalized 615 00:40:59,280 --> 00:41:04,510 tailored interaction. A chat interaction will appear that asks them, " 616 00:41:04,570 --> 00:41:08,370 Would you like a chat? You have a discount that 617 00:41:08,370 --> 00:41:11,730 applies." So again, we're leveraging the insights here, and we're 618 00:41:11,730 --> 00:41:14,120 not asking, " Hey, who are you? How can we help 619 00:41:14,120 --> 00:41:17,130 you?" We're suggesting that you may need help with your 620 00:41:17,130 --> 00:41:21,320 purchase. And when the customer accepts that interaction and starts 621 00:41:21,320 --> 00:41:25,820 to chat, we're first engaging with a chat bot. So 622 00:41:25,820 --> 00:41:29,900 the customer may ask questions about, " When can you ship?" 623 00:41:31,910 --> 00:41:35,630 And the chat bot may be able to answer this question. And 624 00:41:35,630 --> 00:41:38,370 he does. And then now, " Great, now I would like 625 00:41:38,370 --> 00:41:40,410 to talk to an agent, please, because I'd like to 626 00:41:40,410 --> 00:41:47,250 make a purchase." So when the visitor requests and agent, 627 00:41:47,490 --> 00:41:51,610 you'll see here an inbound alert notifying me that I 628 00:41:51,610 --> 00:41:56,220 have a incoming chat. So the first thing we'll see 629 00:41:56,220 --> 00:41:59,700 is, as an agent... Now before, I want to remind 630 00:41:59,700 --> 00:42:03,290 you we were just observing, analyzing, predicting all of the 631 00:42:03,290 --> 00:42:07,310 visitors and callers, whether they needed help based upon their 632 00:42:07,310 --> 00:42:10,090 behaviors and the data that we have from the Adobe 633 00:42:10,090 --> 00:42:13,750 platform combined with what we were seeing in the Genesys 634 00:42:13,750 --> 00:42:17,670 platform and what was happening on the website. But now, 635 00:42:17,670 --> 00:42:20,190 we're in an interaction and the agent, at a glance, 636 00:42:20,190 --> 00:42:24,520 can see what the bot conversation was before they were 637 00:42:24,520 --> 00:42:28,010 connected to the agent. We can see what outcomes the 638 00:42:28,010 --> 00:42:31,550 customer was likely to achieve or unlikely to achieve, what 639 00:42:31,550 --> 00:42:36,270 segments they may have matched. And we can even see 640 00:42:36,290 --> 00:42:39,670 this live behavior on the website. We can scroll down 641 00:42:39,670 --> 00:42:45,180 here and see what happened, say, six days ago. They 642 00:42:45,180 --> 00:42:47,730 placed a call. Who did they talk to? What was 643 00:42:47,730 --> 00:42:51,560 their outcome disposition? Maybe they placed an order and a 644 00:42:51,560 --> 00:42:54,950 product was shipped. So we have the ability to look 645 00:42:54,950 --> 00:42:59,970 more deeply into the customer experience across days, weeks, different 646 00:42:59,970 --> 00:43:04,550 channels, and we can observe here, in the moment, what 647 00:43:04,550 --> 00:43:08,050 the customer was searching for, what they may have in 648 00:43:08,050 --> 00:43:12,030 their shopping cart, what segments they may have matched. So 649 00:43:12,030 --> 00:43:15,890 now, I'm much more effective as an agent, much smarter, 650 00:43:15,890 --> 00:43:20,050 I can ideally be on the phone or in the 651 00:43:20,050 --> 00:43:22,120 chat in a shorter period of time. I can jump 652 00:43:22,120 --> 00:43:28,190 right to the canned responses that may be relevant to 653 00:43:28,190 --> 00:43:31,180 the customer. Probably searching for a discount code. I've got 654 00:43:31,180 --> 00:43:34,360 a discount code right here. I can pop that into 655 00:43:34,360 --> 00:43:37,410 the chat and share that with the customer. Guiding the 656 00:43:37,410 --> 00:43:40,750 customer back to their shopping cart so they can proceed 657 00:43:40,750 --> 00:43:45,580 to check out, enter that information, and achieve this outcome. 658 00:43:47,030 --> 00:43:50,140 And all this information is being updated as you see 659 00:43:50,140 --> 00:43:54,270 it in real- time and can be propagated into the 660 00:43:54,430 --> 00:43:59,700 various Adobe products, including the Adobe Experience platform so that 661 00:43:59,700 --> 00:44:04,450 we now know if a customer purchased during a chat, 662 00:44:04,640 --> 00:44:08,680 purchased over the phone, we can share that information and 663 00:44:08,680 --> 00:44:12,080 connect those dots so we have the real- time engagement 664 00:44:12,670 --> 00:44:17,000 interactions and we know how many chats or calls it 665 00:44:17,000 --> 00:44:20,870 took to help a customer achieve an outcome. That may 666 00:44:20,870 --> 00:44:26,100 inform future marketing campaigns so that we can tailor them, 667 00:44:26,320 --> 00:44:31,100 tailor the content that is guiding the customer to the 668 00:44:31,100 --> 00:44:34,620 right place so they are not calling when they can 669 00:44:34,620 --> 00:44:38,100 self- serve. They're not asking questions about information that may 670 00:44:38,100 --> 00:44:42,150 be available at their fingertips on the website. So it's 671 00:44:42,150 --> 00:44:46,850 a much more efficient way to engage, and it shows 672 00:44:46,850 --> 00:44:50,870 the customer that them, right? So we're able to take 673 00:44:50,870 --> 00:44:54,970 advantage of the data and information that's here, pulling together 674 00:44:55,210 --> 00:45:00,470 information from the Adobe platform in real- time to make 675 00:45:00,480 --> 00:45:04,990 the agents or reps smarter, the customers happier, and guide 676 00:45:04,990 --> 00:45:10,990 the customer to a better outcome. So, let's go back 677 00:45:11,070 --> 00:45:21,910 to our slides and let's review here what we've shown 678 00:45:21,910 --> 00:45:28,540 you. So, we've tied together the customer experience from marketing, 679 00:45:28,650 --> 00:45:31,960 sales and care. We leveraged all of the information that 680 00:45:31,960 --> 00:45:35,800 was there, we're much more knowledgeable about what campaigns may 681 00:45:35,800 --> 00:45:38,880 have brought the customer to the site, what things they 682 00:45:38,880 --> 00:45:42,180 were interested in, not interested in. So we could be 683 00:45:42,180 --> 00:45:45,020 much more effective at upselling and cross- selling at the 684 00:45:45,020 --> 00:45:49,240 end of that support call. We've all had these experiences 685 00:45:49,240 --> 00:45:52,740 where we call our cable or internet provider about a 686 00:45:52,740 --> 00:45:56,020 support issue, and at the end of the call they try 687 00:45:56,020 --> 00:45:59,100 to sell you something. The try to sell you the sports 688 00:45:59,100 --> 00:46:03,300 channel, or the movie channel, and you say to yourself, " 689 00:46:03,910 --> 00:46:06,930 No, I'm not interested in that. Why are you asking 690 00:46:06,930 --> 00:46:10,430 me this? You should know. Aren't you listening to me?" 691 00:46:10,830 --> 00:46:15,650 So, in this use of our integrated solutions, we're able 692 00:46:15,650 --> 00:46:18,580 to show that we are listening to the customer and 693 00:46:18,580 --> 00:46:22,100 we know what are their interests, and we can suggest 694 00:46:22,270 --> 00:46:25,830 products that they're more likely to buy, services that they're 695 00:46:25,830 --> 00:46:29,110 more likely to buy. And we can again propagate that 696 00:46:29,110 --> 00:46:34,240 information into the marketing platform for subsequent campaigns that are 697 00:46:34,240 --> 00:46:37,840 much more tailored to the interests of the customer. And it 698 00:46:37,900 --> 00:46:42,070 helps us fulfill that brand promise in showing the customers 699 00:46:42,070 --> 00:46:47,320 we value them, and we're delivering on our commitment to 700 00:46:48,410 --> 00:46:53,420 certain service levels. And we're using this information to predict 701 00:46:53,570 --> 00:46:56,880 how, when, and with whom to engage in all of 702 00:46:56,880 --> 00:47:01,330 the various channels the customer would like to use. So, 703 00:47:01,330 --> 00:47:04,330 in the digital world, if everything is just digital, things 704 00:47:04,330 --> 00:47:06,620 are easy. In the voice world, if everything is just 705 00:47:06,620 --> 00:47:10,350 voice, things are easy. But when you start communicating across 706 00:47:10,430 --> 00:47:15,010 channels, you need to blend that information in intelligent ways, 707 00:47:15,380 --> 00:47:20,270 utilize AI, and partner with vendors such as Adobe in 708 00:47:20,270 --> 00:47:26,470 strategic ways to really deliver this empathy as a service 709 00:47:26,470 --> 00:47:34,440 experience as service. So Josh, we have some time for 710 00:47:34,670 --> 00:47:38,310 Q& A, and Josh is going to moderate that. But 711 00:47:38,320 --> 00:47:40,520 we have some information here that you can take a 712 00:47:40,520 --> 00:47:45,560 look at as well. Thanks Dan. So we do have 713 00:47:45,560 --> 00:47:47,460 a few questions that have come in already. So, as 714 00:47:47,460 --> 00:47:50,570 a reminder to everybody in attendance today, to participate in 715 00:47:50,680 --> 00:47:52,640 our Q& A today just do me a favor and 716 00:47:52,640 --> 00:47:54,830 submit those questions in the Q& A window below the 717 00:47:54,830 --> 00:47:57,180 slides and we'll get through as many as we can 718 00:47:57,180 --> 00:48:01,080 with what little time we have remaining today. So first 719 00:48:01,080 --> 00:48:05,280 off, I'm going to ask this question. We'll start with 720 00:48:05,280 --> 00:48:10,190 you, Sridhar. So the question is, " How do you see 721 00:48:10,190 --> 00:48:14,300 this solution evolving next?" What is the road map, I 722 00:48:14,300 --> 00:48:18,710 suppose. Good. So the first thing we have done so 723 00:48:18,710 --> 00:48:21,950 far is to get the data from Genesys into the platform, 724 00:48:22,000 --> 00:48:25,930 and then expose the information that an agent would need 725 00:48:25,930 --> 00:48:31,080 on agent desktop via lookup services and lookup calls. Next 726 00:48:31,080 --> 00:48:33,660 in our line of work is to get this data 727 00:48:33,660 --> 00:48:36,680 and then provide some sort of analytical view back to 728 00:48:36,680 --> 00:48:41,300 Genesys. So information like how exactly the consumer, who was 729 00:48:41,300 --> 00:48:46,040 dealing with this call center agent, navigating from a page 730 00:48:46,040 --> 00:48:49,710 or from a site based on interaction. Or things like, 731 00:48:49,710 --> 00:48:59,460 what exactly is the redemption rate, and are there other products 732 00:48:59,460 --> 00:49:02,540 that he could recommend which could actually make sense as 733 00:49:02,830 --> 00:49:05,340 a subsequent discussion. Those will be the next part of 734 00:49:05,580 --> 00:49:11,650 the road map. Thank you very much. This next question 735 00:49:12,020 --> 00:49:15,760 is for you, Alan. The question is, " What can we expect 736 00:49:15,760 --> 00:49:19,870 in the way of change in a CX post- pandemic 737 00:49:19,870 --> 00:49:26,390 world?" I think the biggest thing that we can expect, and that's 738 00:49:26,390 --> 00:49:30,390 a great question, is that this digital transformation, this accelerated 739 00:49:30,390 --> 00:49:33,960 digital transformation that was forced by the pandemic, is going to 740 00:49:33,960 --> 00:49:37,760 increase. It's not going to go away. So when we look 741 00:49:37,760 --> 00:49:41,830 at the digitalization of business processes, brands, the cross- channel 742 00:49:41,830 --> 00:49:45,150 experiences, that's all going to become more critical, and the 743 00:49:45,150 --> 00:49:48,850 ability to move that data across those different channels to 744 00:49:48,850 --> 00:49:51,440 be able to give that integrated experience, which every customer 745 00:49:51,440 --> 00:49:56,830 wants, is going to be the big shift in 2021, 2022. 746 00:49:57,240 --> 00:50:00,170 So that's really what I'm looking forward to, is the 747 00:50:00,170 --> 00:50:07,300 new digital world that we'll see exposed coming out. Thank 748 00:50:07,300 --> 00:50:10,600 you very much. Dan, I'm actually going to direct this 749 00:50:10,970 --> 00:50:15,390 next question to you and Sridhar, actually. So, during your 750 00:50:15,390 --> 00:50:17,960 demo, you were showing all of the interactions that you 751 00:50:17,960 --> 00:50:19,820 were putting in from the web page and then receiving 752 00:50:19,820 --> 00:50:23,730 them on the back end. A attendee wants to know, " Is 753 00:50:23,730 --> 00:50:29,460 this using Adobe Analytics on the web page itself?" Yes. 754 00:50:29,460 --> 00:50:34,640 So, the new partnership that we've been discussing is about 755 00:50:34,640 --> 00:50:39,370 the Adobe Experience platform integration, but we also integrate with 756 00:50:39,670 --> 00:50:44,170 several other Adobe products, including Adobe Analytics. So we can 757 00:50:44,320 --> 00:50:47,640 send information to Adobe Analytics and we will be able 758 00:50:47,640 --> 00:50:50,810 to use the information that is in Adobe Analytics to 759 00:50:51,030 --> 00:50:56,460 further inform us about the identity, the sales stage, of 760 00:50:56,460 --> 00:51:02,840 that customer. We integrate with Adobe Tag Manager, Adobe Launch. 761 00:51:03,010 --> 00:51:09,130 We can also integrate with Adobe Experience Cloud, and we 762 00:51:09,130 --> 00:51:14,440 even have integrations through our, what we call data actions, 763 00:51:15,990 --> 00:51:19,200 with products such as Marketo. So there are a number 764 00:51:19,200 --> 00:51:24,440 of integrations that we have with Adobe products through this platform. 765 00:51:28,780 --> 00:51:32,230 Thank you very much. The next question is, " How do 766 00:51:32,230 --> 00:51:36,320 you carry context from web to voice without forcing customers 767 00:51:36,320 --> 00:51:41,770 to log in on the web?" There are a couple of different options, and we 768 00:51:41,770 --> 00:51:46,750 work together with Adobe to do this. So, we utilize 769 00:51:47,710 --> 00:51:52,160 the cookie, the phone number, and the email to do 770 00:51:52,160 --> 00:51:57,700 what we call identity stitching. Additionally, Adobe has something called 771 00:51:57,970 --> 00:52:02,260 an identity service. So, as you saw when we were 772 00:52:02,260 --> 00:52:06,020 doing the demonstration, we started with an unknown visitor. So 773 00:52:06,020 --> 00:52:10,700 there still are insights you can glean from observing, analyzing 774 00:52:10,790 --> 00:52:14,790 the behavior of people who are unknown. We can see 775 00:52:14,790 --> 00:52:16,320 what part of the world they're from if they're on 776 00:52:16,320 --> 00:52:19,590 the website, we can see what may have brought them 777 00:52:19,590 --> 00:52:24,380 to the digital property, we can observe what they're putting 778 00:52:24,380 --> 00:52:29,440 in their shopping cart or what form fill elements they're 779 00:52:29,480 --> 00:52:34,730 entering into an application online. And then once the customer 780 00:52:34,730 --> 00:52:38,090 starts to share some identity information, we can begin to 781 00:52:38,090 --> 00:52:40,610 connect those dots. We can say, " What do we know 782 00:52:40,610 --> 00:52:44,470 about them," in the marketing automation platform once they've shared 783 00:52:44,470 --> 00:52:49,170 their email, maybe after initiating a chat. We can then 784 00:52:49,250 --> 00:52:52,990 use that to see what other campaigns appeal to them. 785 00:52:53,980 --> 00:52:56,070 And then, if they do share a phone number, when 786 00:52:57,370 --> 00:53:00,810 that call comes in we can, in real- time, find 787 00:53:00,810 --> 00:53:03,060 out if the owner of that phone number is on 788 00:53:03,060 --> 00:53:07,840 our website right now, yesterday, last week, and again pull 789 00:53:07,840 --> 00:53:14,530 it all together. So, it is a solution we call 790 00:53:14,530 --> 00:53:19,450 progressively profiling. So we don't have to have the identity 791 00:53:19,450 --> 00:53:24,860 of all people known. This can evolve as a customer 792 00:53:24,860 --> 00:53:29,280 begins to share information by their behavior and by entering 793 00:53:29,320 --> 00:53:36,430 some information online. Sridhar, anything else to add to that? Yeah, I mean 794 00:53:36,740 --> 00:53:38,650 you got pretty much everything. One thing I want to 795 00:53:38,650 --> 00:53:42,840 add is what we are looking at in terms of reacting 796 00:53:42,890 --> 00:53:47,470 or responding to a particular customer. Predictive engagement, as well 797 00:53:47,470 --> 00:53:51,260 as how we want to include all the marketing that is 798 00:53:51,260 --> 00:53:54,970 being done so far, and how we can actually transition into 799 00:53:55,740 --> 00:53:58,530 an action, whether it is engaging with a call center 800 00:53:58,530 --> 00:54:01,580 agent or engaging with a brand via other means. So 801 00:54:01,580 --> 00:54:03,500 putting them all together, we just want to make sure 802 00:54:03,500 --> 00:54:12,320 we are conveying the right message at the right time. Thanks guys. So 803 00:54:12,320 --> 00:54:15,210 we have time for one more question, so I'm going 804 00:54:15,210 --> 00:54:18,280 to ask the last question and then I'll wrap up 805 00:54:18,300 --> 00:54:20,950 here today. So, the last question is, "Do you foresee any abrasion 806 00:54:20,950 --> 00:54:23,210 with members who do not want to interact with bots 807 00:54:23,550 --> 00:54:27,270 and proceed directly to a live person without giving a 808 00:54:27,270 --> 00:54:34,570 way upfront?" I think we can utilize our platform to, number 809 00:54:34,570 --> 00:54:39,210 one, learn about the attributes and behaviors of all those 810 00:54:39,210 --> 00:54:48,100 people who may dismiss the bot immediately. Maybe, over time, 811 00:54:48,100 --> 00:54:53,350 you might identify people who are from a certain geography 812 00:54:53,390 --> 00:54:59,170 or looking at certain areas of your website, and those 813 00:54:59,170 --> 00:55:03,620 people are much more likely to dismiss the bot and 814 00:55:03,620 --> 00:55:07,310 ask for agent, agent, agent. And then, in the future, you 815 00:55:07,310 --> 00:55:11,370 can start to put them into a segment for different 816 00:55:11,430 --> 00:55:15,020 personalized treatment. So, when we see people who share these 817 00:55:15,020 --> 00:55:19,470 attributes, connect them right to a live agent. And others 818 00:55:19,600 --> 00:55:23,340 may prefer to engage with bots, for example, and in 819 00:55:23,340 --> 00:55:27,170 those cases you may not want to, even though you 820 00:55:27,170 --> 00:55:29,860 would prefer as a business to connect them to a 821 00:55:29,860 --> 00:55:33,240 live agent, maybe you discover that the customer is more 822 00:55:33,240 --> 00:55:37,700 comfortable engaging first with a bot to see if they 823 00:55:37,700 --> 00:55:40,780 can get that information that they need much more quickly. 824 00:55:42,080 --> 00:55:45,880 Any other ideas there, Sridhar or Alan, you'd like to 825 00:55:45,880 --> 00:55:52,830 add to that? I, personally, have seen things whenever I 826 00:55:52,830 --> 00:55:56,920 need to get a, especially when businesses are having different 827 00:55:57,100 --> 00:56:00,420 mandates based on geographical locations, I would personally just would 828 00:56:00,420 --> 00:56:03,370 like to reach out and then get the information as 829 00:56:03,370 --> 00:56:07,790 quick as possible, so bots work in most cases. And 830 00:56:07,790 --> 00:56:12,680 again, what we're trying to do here is utilize the 831 00:56:12,950 --> 00:56:17,590 behaviors and attributes, the data that's available in our combined, 832 00:56:17,590 --> 00:56:23,730 collaborative platforms, to predict how, when, and with whom engage, 833 00:56:24,320 --> 00:56:30,180 so how to engage could be offering a callback, or 834 00:56:31,200 --> 00:56:36,390 a email, or again, suggesting a bot when you think 835 00:56:36,520 --> 00:56:40,000 that's the best approach. So the AI has the ability 836 00:56:40,000 --> 00:56:45,990 to discover and learn those customer preferences over time. Right. 837 00:56:45,990 --> 00:56:47,570 The only thing that I would add to that is 838 00:56:47,570 --> 00:56:52,290 that we call that the contextualization of the experience. And 839 00:56:52,290 --> 00:56:57,120 so, that could be anything from you're calling in from 840 00:56:57,120 --> 00:56:59,710 a mobile number so you don't want to necessarily go 841 00:56:59,710 --> 00:57:02,540 to a bot, to there's a back- end system that 842 00:57:02,540 --> 00:57:05,030 may have data, say it's you're calling in about a 843 00:57:05,030 --> 00:57:07,820 credit card breach and it already knows that your number's 844 00:57:07,820 --> 00:57:11,820 been breached so it immediately sends you to a live 845 00:57:11,820 --> 00:57:14,730 agent. So, there's some really interesting new technologies that are 846 00:57:14,730 --> 00:57:17,360 coming out out there, and the way Adobe and Genesys 847 00:57:17,360 --> 00:57:19,830 are putting this together, I think, is definitely near the 848 00:57:19,830 --> 00:57:26,660 forefront. All right guys, thank you very much. I think 849 00:57:26,660 --> 00:57:29,570 that's a good way to wrap it up. So, first 850 00:57:29,570 --> 00:57:32,250 I want to thank our speakers for answering those awesome questions. 851 00:57:32,720 --> 00:57:34,870 Unfortunately, there were a couple that we did not answer 852 00:57:34,870 --> 00:57:37,160 aloud, but don't fret. We're going to follow up with 853 00:57:37,160 --> 00:57:40,270 you via email within the next few business days. However, 854 00:57:40,270 --> 00:57:42,940 if you're looking for more of a prompt response, do 855 00:57:42,940 --> 00:57:45,860 me a favor and just email us at genesys. 856 00:57:46,170 --> 00:57:48,680 com, no caps or spaces, with the title of today's 857 00:57:48,680 --> 00:57:51,090 webcast in the subject line and we'll be sure to 858 00:57:51,090 --> 00:57:54,870 get back to you as promptly as we can. All 859 00:57:54,880 --> 00:57:56,940 right, so to wrap up, don't forget to take advantage 860 00:57:56,940 --> 00:58:00,290 of the additional resources within the resource list below the 861 00:58:00,290 --> 00:58:02,910 slides today. So, clicking on these will open up in 862 00:58:02,910 --> 00:58:04,790 a new tab, and make sure you do so before 863 00:58:04,790 --> 00:58:07,520 today's session ends. It'll give you additional information on the 864 00:58:07,520 --> 00:58:11,330 partnership between Adobe and Genesys. Also, as a friendly reminder, 865 00:58:11,330 --> 00:58:13,480 if you could please fill out that survey that's going to show up 866 00:58:13,480 --> 00:58:16,690 at the end of today's webcast, we'd greatly appreciate your 867 00:58:16,690 --> 00:58:20,980 feedback. And with that, on behalf of Alan, Sridhar, Dan 868 00:58:20,980 --> 00:58:23,500 and the entire Genesys team, we thank you again for 869 00:58:23,500 --> 00:58:27,170 joining today's webcast, " Connect the Dots with Genesys and Adobe." 870 00:58:27,490 --> 00:58:29,470 Until next time, have a good one everyone.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001l0LrQAI"] Meet the Speakers Alan Webber Guest Speaker Program VP, Customer Experience IDC Sridhar Jayakumar Guest Speaker Principal Product Manager Adobe Dan Arra VP, Sales Genesys AI Genesys Analyst Webinar 2021 Contact Center Buyers Guide Webinar [cutoff co_thick="2px"][webinarschedule]The technology landscape continues to evolve -- even as we move into a post-pandemic world. Keeping pace with the dramatic industry changes while balancing priorities, budget and resources is challenging -- but not impossible. Join us on January 19, as we analyze the top trends predicted for 2021 and provide some practical advice on navigating these changes in this new year and beyond. On the agenda: Identify and prioritize the essential capabilities that drive a modern contact center Explore the forces driving the urgency for cloud Understand why major analysts are now only evaluating cloud contact center solutions Provide guidance on what to look for in a product roadmap Whether you’re actively shopping for a cloud contact center solution -- or simply staying on top of market trends, this session will be a great use of your time.[cutoff co_thick="2px"]1 00:00:08,930 --> 00:00:12,390 Good morning, evening and afternoon, everyone. This is Josh Reed 2 00:00:12,390 --> 00:00:14,760 from the Digital Events team here at Genesys, and let 3 00:00:14,760 --> 00:00:16,820 me start by saying welcome and thank you all for 4 00:00:16,820 --> 00:00:22,300 joining this 2021 Contact Center Buyers Guide Webinar. As I 5 00:00:22,300 --> 00:00:24,330 usually do, I want to take a few minutes here 6 00:00:24,330 --> 00:00:26,870 in the beginning to go over a few housekeeping items 7 00:00:26,870 --> 00:00:29,260 to ensure that you have the best experience viewing today's 8 00:00:29,260 --> 00:00:33,500 presentation. First off, if you do experience any problems or 9 00:00:33,950 --> 00:00:36,960 issues viewing or listening to today's presentation, do me a 10 00:00:36,960 --> 00:00:39,480 favor and refresh your browser and make sure that it 11 00:00:39,480 --> 00:00:42,410 is indeed up to date. It also might help to 12 00:00:42,410 --> 00:00:45,170 switch over to something like Chrome or Firefox as well, 13 00:00:45,310 --> 00:00:47,490 as these are the best browsers to support the webcast 14 00:00:47,490 --> 00:00:51,330 platform. Also note that if you're having trouble seeing any 15 00:00:51,330 --> 00:00:53,670 of the content on the slides, you do have the 16 00:00:53,670 --> 00:00:56,350 ability to enlarge that slide window by dragging any of 17 00:00:56,350 --> 00:00:58,520 the corners or hitting the full screen button to the 18 00:00:58,520 --> 00:01:03,740 top right. Also note that this webcast is designed to 19 00:01:03,740 --> 00:01:06,270 be an interactive experience between you and our presenters today, 20 00:01:06,550 --> 00:01:08,570 so at any time during the webcast you can submit 21 00:01:08,570 --> 00:01:12,090 your questions into the Q& A window below the slide, and 22 00:01:12,090 --> 00:01:13,680 we'll get to as many as we can during our 23 00:01:13,680 --> 00:01:16,420 live Q& A at the end of the presentation. However, 24 00:01:16,420 --> 00:01:18,620 sometimes time gets away from us and if that does 25 00:01:18,620 --> 00:01:21,180 happen and we don't answer your question aloud, we'll just 26 00:01:21,180 --> 00:01:23,410 follow up with you via email within the next few 27 00:01:23,410 --> 00:01:28,030 business days. Please note that this is indeed being recorded, 28 00:01:28,030 --> 00:01:29,580 so if you have to jump to another meeting or 29 00:01:29,580 --> 00:01:31,740 anything like that and you miss part of the presentation, 30 00:01:31,740 --> 00:01:33,780 that's okay, you're going to receive a link to the 31 00:01:33,780 --> 00:01:36,830 on- demand recording via email from ON24 within the next 32 00:01:36,830 --> 00:01:40,100 few business days. I'll also encourage you to feel free 33 00:01:40,100 --> 00:01:42,240 to go ahead and click that link in the resource 34 00:01:42,240 --> 00:01:45,630 box below the slides as well, next to the Q& A window and that'll 35 00:01:45,630 --> 00:01:47,520 open up in a new tab in your browser, and 36 00:01:47,520 --> 00:01:50,110 that's going to expand on today's topic on the context 37 00:01:50,110 --> 00:01:54,870 in our buyer's guide. Lastly, we welcome and appreciate your 38 00:01:54,870 --> 00:01:57,380 feedback, so you'll have the opportunity to fill out a short 39 00:01:57,380 --> 00:01:59,150 survey that's going to show up at the end of today's 40 00:01:59,150 --> 00:02:01,960 presentation. That survey can be found at the last icon 41 00:02:01,960 --> 00:02:04,590 below, but it's going to allow us to tailor these 42 00:02:04,590 --> 00:02:06,960 presentations to exactly what you want to hear in the 43 00:02:06,960 --> 00:02:13,350 future of Genesys webinars. Like I said, short and sweet. Today 44 00:02:13,350 --> 00:02:16,200 we have two excellent presenters excited to analyze the top 45 00:02:16,200 --> 00:02:19,960 trends predicted for 2021 and provide some practical advice on 46 00:02:19,960 --> 00:02:23,130 navigating these changes in the new year and beyond. I'm 47 00:02:23,130 --> 00:02:26,070 happy to introduce to you Sheila McGee- Smith, the founder 48 00:02:26,070 --> 00:02:29,040 and principal analyst to McGee Smith Analytics as well as 49 00:02:29,040 --> 00:02:31,930 Janelle Dieken, the senior vice president of content marketing here 50 00:02:31,930 --> 00:02:34,560 at Genesys. With that being said, I'm going to hand 51 00:02:34,560 --> 00:02:37,490 things over to Sheila to kick us off. Sheila, the 52 00:02:37,490 --> 00:02:41,920 floor is yours. Thank you, Josh, and nice to be 53 00:02:41,920 --> 00:02:45,280 working with you again, Janelle. Likewise. Happy new year, everyone. 54 00:02:46,460 --> 00:02:48,470 I may not be your first Genesys webinar, but it's 55 00:02:48,470 --> 00:02:51,810 my first Genesys webinar for 2021, so what the heck. 56 00:02:53,330 --> 00:02:58,070 Before we dive into 2021, I thought we'd step back 57 00:02:58,070 --> 00:03:03,410 just a little to 2020. As we moved into 2020, 58 00:03:03,920 --> 00:03:08,550 the predictions then were an increased need for digital engagement 59 00:03:11,690 --> 00:03:16,060 and ways that we could integrate digital engagement with live 60 00:03:16,060 --> 00:03:19,970 agents because just more and more were looking for those 61 00:03:20,460 --> 00:03:26,700 digital channels. Virtual bots, virtual agents, whatever we call them, 62 00:03:26,760 --> 00:03:32,040 intelligent virtual assistants, other types of artificial intelligence and machine 63 00:03:32,040 --> 00:03:37,910 learning, we're primarily in the investigation and early adopter phase. 64 00:03:37,910 --> 00:03:41,070 So there's some people trying it for small use cases, 65 00:03:41,180 --> 00:03:44,660 but it's still very early stages. The move to the 66 00:03:44,660 --> 00:03:50,150 cloud was increasingly being considered to be inevitable, but for 67 00:03:50,150 --> 00:03:53,760 a lot of companies it was still allowing for a 68 00:03:54,370 --> 00:03:58,270 one to three- year planning cycle, there was no immediacy 69 00:03:58,270 --> 00:04:02,320 around it. If you think about it, just a year ago UCaaS 70 00:04:03,130 --> 00:04:05,920 as a service and Contact Center as a service were 71 00:04:05,920 --> 00:04:11,290 generally considered to be separate decisions. Sometimes those were being 72 00:04:11,290 --> 00:04:13,870 made together, but more often than not those were separate 73 00:04:13,870 --> 00:04:22,060 decisions. When companies thought about APIs and platform features for 74 00:04:22,060 --> 00:04:27,790 their contact centers, those were considered possibilities that might become 75 00:04:27,790 --> 00:04:32,350 relevant in the future and were worthy of investigation, but 76 00:04:32,350 --> 00:04:34,890 it wasn't a, " Oh my gosh, what does my vendor 77 00:04:34,890 --> 00:04:39,720 have there?" Kind of a thing yet. As we then 78 00:04:39,720 --> 00:04:44,520 flash forward to 2021, and not to that but to 79 00:04:44,520 --> 00:04:52,910 2021, what happened? What happened during 2020 is that the 80 00:04:52,910 --> 00:04:55,150 things that we were worried about, the things we were 81 00:04:55,150 --> 00:05:00,560 thinking about, didn't change as much as the immediacy changed. 82 00:05:00,660 --> 00:05:04,870 It was the timing, the urgency, that changed. So the 83 00:05:04,870 --> 00:05:08,500 same things are in the word cloud, but suddenly there's 84 00:05:08,500 --> 00:05:12,750 an increased need for digital engagement methods that are unified 85 00:05:12,750 --> 00:05:17,950 with voice agent capabilities, because of everyone, every business having 86 00:05:17,950 --> 00:05:21,930 to move to eCommerce, because of shelter- in- place orders 87 00:05:22,050 --> 00:05:27,180 sent agents home, kept people home and as we're seeing 88 00:05:27,180 --> 00:05:34,040 now in 2021, continues to cycle as geographic areas, as 89 00:05:34,390 --> 00:05:38,920 municipalities and countries come in and out of lockdown states. 90 00:05:39,500 --> 00:05:43,540 So what was nice to have a year ago is 91 00:05:44,060 --> 00:05:47,890 the only way we can do business in 2021. The 92 00:05:47,890 --> 00:05:52,560 rise in remote agents also put our new focus on 93 00:05:52,560 --> 00:05:56,940 workforce engagement management because now, all the things that we 94 00:05:56,940 --> 00:05:59,530 used to be able to do with agents in place 95 00:05:59,880 --> 00:06:03,060 in the office, things like how we hire, how we 96 00:06:03,060 --> 00:06:07,490 support the agents, how we coach and train them, now 97 00:06:07,490 --> 00:06:10,220 we have to figure out how to do that remotely. 98 00:06:11,270 --> 00:06:13,920 A lot of times, some of those tools are embedded 99 00:06:13,920 --> 00:06:18,460 in workforce engagement management solutions that companies may have had 100 00:06:18,470 --> 00:06:20,850 in the solutions they have, may have had those options, 101 00:06:21,050 --> 00:06:23,820 but never really deployed them. A great example, I think, 102 00:06:23,820 --> 00:06:30,010 is gamification. The adoption rate of gamification coming into 2020 103 00:06:30,470 --> 00:06:34,520 was relatively low, and suddenly that was the kind of 104 00:06:34,520 --> 00:06:37,900 application that companies realized, " This is going to help me with 105 00:06:37,900 --> 00:06:40,570 my agents. This is going to help me with agent 106 00:06:40,690 --> 00:06:44,830 engagement, it can also help with coaching, there's a lot 107 00:06:44,830 --> 00:06:48,350 of different elements." So again, something that was important, it became 108 00:06:48,350 --> 00:06:56,080 more important. Virtual agents, bots, AI, were often fast tracked 109 00:06:56,170 --> 00:07:01,940 to handle what became unheard of interaction demand. I mean, 110 00:07:01,940 --> 00:07:05,070 I'm always drawn to the case that Janelle is going 111 00:07:05,070 --> 00:07:08,170 to talk about, one of these case studies later on in the 112 00:07:08,170 --> 00:07:14,270 hour, of millions of people going on unemployment and hitting 113 00:07:14,620 --> 00:07:19,760 unemployment contact centers that were simply unprepared and unable to 114 00:07:19,760 --> 00:07:22,930 handle the sheer volume. And just the quickness with which 115 00:07:22,930 --> 00:07:30,020 companies and governments installed chat bots and voice bots to 116 00:07:30,020 --> 00:07:32,400 be able to answer those interactions, which is something that 117 00:07:32,400 --> 00:07:35,470 happened much more quickly than anybody would've thought a year 118 00:07:35,470 --> 00:07:41,230 earlier. Then, with respect to platform and APIs, I think 119 00:07:41,230 --> 00:07:47,130 the ability to quickly redesign and customize customer experience became, 120 00:07:47,130 --> 00:07:51,960 again, more of a necessity because what platform and API 121 00:07:52,020 --> 00:07:56,050 allows you to do, is to drive down into the 122 00:07:56,050 --> 00:07:59,650 business operation, the ability to make the kind of changes 123 00:07:59,820 --> 00:08:04,470 that might be required by rapidly changing conditions. And with 124 00:08:04,940 --> 00:08:08,380 what's going on, conditions are changing all the time. Great 125 00:08:08,380 --> 00:08:13,150 example, my in- laws live in South Carolina, they opened 126 00:08:13,150 --> 00:08:16,280 up the ability to sign up for vaccines last week, 127 00:08:16,550 --> 00:08:20,950 they're both well into their 90s and they both signed 128 00:08:20,950 --> 00:08:25,550 up, all good. Lot of remote help by their daughter- 129 00:08:25,550 --> 00:08:28,880 in- law, but they signed up. And then, this morning 130 00:08:28,880 --> 00:08:31,920 get a call to say, " We no longer have a 131 00:08:32,210 --> 00:08:35,960 supply of vaccines so we're going to have to reschedule." So 132 00:08:35,960 --> 00:08:39,980 things that even were taking one interaction, the email interaction 133 00:08:40,030 --> 00:08:43,410 setup, now there's phone calls that have to happen because 134 00:08:43,740 --> 00:08:47,770 supplies aren't in, so just the requirement to be able 135 00:08:47,770 --> 00:08:51,260 to change things quickly and driving that down to the 136 00:08:51,260 --> 00:08:54,940 contact center and not requiring IT, again, much more of 137 00:08:54,940 --> 00:08:58,020 a need today than we saw even a year ago. 138 00:09:00,370 --> 00:09:02,820 So we're going to go to our first poll, Janelle, and we're 139 00:09:02,820 --> 00:09:05,420 going to ask all of you, this is the first 140 00:09:05,640 --> 00:09:08,290 of three polls that we're going to do. We're going 141 00:09:08,290 --> 00:09:13,210 to ask, " What is your strategy for using cloud technology 142 00:09:13,210 --> 00:09:18,700 to support customer experience?" Are using Contact Center as a 143 00:09:18,710 --> 00:09:24,710 Service? Do you have a private cloud? Are you today 144 00:09:24,760 --> 00:09:31,690 combining clouds application with on- premises or hosted solutions? Are 145 00:09:31,690 --> 00:09:35,140 you on- premises, and there's certainly a lot of companies 146 00:09:35,140 --> 00:09:39,420 whose contact centers remain on- premises, or are you in 147 00:09:39,420 --> 00:09:44,850 an evaluation stage? We're hoping we caught all the choices 148 00:09:44,850 --> 00:09:49,960 there, we will work on the choices because that was part of this. So 149 00:09:49,960 --> 00:09:52,860 I'm going to ask you, Janelle, what do you think 150 00:09:52,860 --> 00:09:57,010 is going to come in as number one? Well, I think 151 00:09:57,010 --> 00:09:59,790 it depends on who our audience is today. I think 152 00:09:59,790 --> 00:10:03,310 if it's a lot of small, mid- size companies, we'll 153 00:10:03,310 --> 00:10:06,480 see a vast majority on the first. But larger enterprise, 154 00:10:06,480 --> 00:10:09,350 here at Genesys, we're seeing a bit of mixed bag 155 00:10:09,600 --> 00:10:13,870 with multi cloud options that provide that flexibility of cloud 156 00:10:13,870 --> 00:10:18,940 with that range of control that companies are still comfortable 157 00:10:18,940 --> 00:10:21,760 with. I think there could be more options if you break out 158 00:10:22,000 --> 00:10:26,810 what's customer operated, we see some going system- integrated operated 159 00:10:26,810 --> 00:10:32,370 but customer owned and managed, so it'll be interesting. I 160 00:10:32,370 --> 00:10:34,870 think we'll see a mixed bag but I'm placing my 161 00:10:34,870 --> 00:10:39,350 bets majority on A, what do you think, Sheila? Its 162 00:10:39,350 --> 00:10:43,620 interesting when I think about some of my analyst colleagues 163 00:10:43,680 --> 00:10:46,530 and the reports that are written about the contact center 164 00:10:46,530 --> 00:10:49,990 market. One of the leading analyst firms has decided that 165 00:10:49,990 --> 00:10:52,580 Contact Center as a Service is the only thing we need 166 00:10:52,580 --> 00:10:56,630 to look at, that's all there is. I think what 167 00:10:56,630 --> 00:10:59,640 we're going to find here, is that the whole world 168 00:10:59,640 --> 00:11:02,290 doesn't think the same way as they do, that there 169 00:11:02,530 --> 00:11:07,090 are people who are on lots of different types of 170 00:11:07,090 --> 00:11:11,900 systems. Where that might be an end goal, Contact Center as 171 00:11:11,900 --> 00:11:15,160 a Service, that end goal could be 10 years away 172 00:11:15,250 --> 00:11:18,370 for a lot of businesses. Let's see what our audience 173 00:11:18,370 --> 00:11:24,060 has to say, drum roll. Look at that! You win 174 00:11:24,060 --> 00:11:30,960 there, 45% are on Contact Center as a Service- Yeah, the 175 00:11:30,960 --> 00:11:34,700 majority, it's interesting to see hybrid. We see that, too, 176 00:11:34,700 --> 00:11:38,660 as a stepping stone along the way, to grab that 177 00:11:38,660 --> 00:11:43,550 innovation while still leveraging existing investments, so that's interesting to 178 00:11:43,550 --> 00:11:46,400 see and quite a few on the phone still evaluating 179 00:11:46,400 --> 00:11:50,560 so hopefully they can capture some of the lessons from 180 00:11:50,560 --> 00:11:54,830 the case studies ahead, too. Yeah. I guess I'm even 181 00:11:54,830 --> 00:11:59,900 a little surprised that they're still evaluating, that it's that high, 182 00:11:59,900 --> 00:12:03,500 it's actually our number two response. But like you, not 183 00:12:03,620 --> 00:12:08,560 surprised with hybrid, on- premise is so low. Yeah. So 184 00:12:08,560 --> 00:12:13,330 even though we know that about 75% of agents, as 185 00:12:13,330 --> 00:12:17,190 we enter 2021, are still served by a premises- based 186 00:12:17,190 --> 00:12:22,600 contact center, just by the numbers, most of those companies 187 00:12:22,600 --> 00:12:26,370 are looking at options. They're either evaluating or they've done 188 00:12:26,370 --> 00:12:30,140 some hybrid, and hybrid can really broad, right? It could mean 189 00:12:30,140 --> 00:12:33,000 I have Contact Center as a Service for contact center, 190 00:12:33,400 --> 00:12:37,300 but I'm still doing premises for workforce management, so hybrid 191 00:12:37,300 --> 00:12:40,260 is going to be a very common choice, as we see. So good 192 00:12:40,260 --> 00:12:42,960 data, that's why we like to ask the audience, excellent. 193 00:12:43,240 --> 00:12:48,760 Thank you, audience. So, moving on. So, one of the things that we talked about 194 00:12:49,510 --> 00:12:51,860 that was present in 2020, which was the need for 195 00:12:51,860 --> 00:12:57,840 digital engagement, and persists even more strongly in 2021 is 196 00:12:57,840 --> 00:13:02,670 this notion of digital and digital- first and digital- everything, 197 00:13:03,070 --> 00:13:08,830 but I'm going to start with the retail apocalypse. We 198 00:13:08,830 --> 00:13:14,330 saw so many retailers go out of business in 2020, 199 00:13:14,650 --> 00:13:18,700 but in reality the demise of retail started 10 years 200 00:13:18,700 --> 00:13:22,300 ago. You can almost tie it a little bit to 201 00:13:22,550 --> 00:13:26,770 the birth of eCommerce in that period. So the store 202 00:13:26,770 --> 00:13:31,780 closings started back in 2010 in Toys R Us and 203 00:13:32,120 --> 00:13:35,570 companies like that. Part of it was a shift in 204 00:13:35,570 --> 00:13:42,860 consumer habits; experience spending versus buying things, and you're nodding, 205 00:13:42,870 --> 00:13:45,710 Janelle, and I know it impacted the way I lived 206 00:13:45,710 --> 00:13:49,040 my life in that decade, right? My husband and I 207 00:13:49,040 --> 00:13:53,150 were much more likely to go and take a great 208 00:13:53,150 --> 00:13:58,280 trip than we were to buy another television. Let's go 209 00:13:58,280 --> 00:14:00,640 see Costa Rica while it's still there and we're young 210 00:14:00,640 --> 00:14:04,020 enough to still do it, that kind of thing. Casual 211 00:14:04,020 --> 00:14:09,390 fashion due to relaxed dress codes. I came into the 212 00:14:09,390 --> 00:14:12,090 business world in the 80s when it was suits and ties 213 00:14:12,090 --> 00:14:17,430 for men and women and pumps every day. That changed, 214 00:14:17,520 --> 00:14:21,070 so we didn't have that need to have multiple wardrobes 215 00:14:21,140 --> 00:14:23,400 that we had in the past. And there was, as 216 00:14:23,400 --> 00:14:28,400 I said, that rise of eCommerce, but goodness gracious, it 217 00:14:28,400 --> 00:14:34,180 was certainly amplified during 2020. These are 29 retailers who 218 00:14:34,180 --> 00:14:38,650 filed for bankruptcy in 2020. Some of these may survive, 219 00:14:39,520 --> 00:14:42,160 I fear many of them will not, that we'll never 220 00:14:42,160 --> 00:14:46,210 see them come back again. So you see something like 221 00:14:46,210 --> 00:14:48,830 this and you look at that list and say, " Lord& 222 00:14:49,040 --> 00:14:53,300 Taylor, that's a place I used to go. Neiman Marcus, 223 00:14:53,790 --> 00:14:56,970 they had my size shoes." I used to get them, 224 00:14:58,140 --> 00:15:01,010 so what do I do? Well, I go online but 225 00:15:01,010 --> 00:15:05,780 I need better digital support. I need better digital contact 226 00:15:05,780 --> 00:15:08,350 center support than I needed before when I could just 227 00:15:08,350 --> 00:15:14,280 go back to a store and return something. Looking at 228 00:15:14,280 --> 00:15:17,520 the retail apocalypse and saying it didn't just start in 229 00:15:17,530 --> 00:15:21,310 2020, you can think about, or I thought about it 230 00:15:21,310 --> 00:15:25,110 as, was it a little bit self- created? Think about 231 00:15:25,160 --> 00:15:27,910 when you did go to a mall or a department 232 00:15:27,910 --> 00:15:31,030 store in the last 10 years. There was a sense 233 00:15:31,780 --> 00:15:35,740 that those retailers were more retail centric, more about themselves, 234 00:15:36,080 --> 00:15:40,860 that we had to conform to their behavior. Best example 235 00:15:40,860 --> 00:15:45,650 for me is trying to find a cashier, sometimes it 236 00:15:45,650 --> 00:15:48,680 was the most frustrating thing to do, " I have this 237 00:15:48,680 --> 00:15:50,290 thing, I want to buy it, I want to give 238 00:15:50,290 --> 00:15:53,270 you money, where is that person I can give money 239 00:15:53,270 --> 00:15:57,550 to?" And you couldn't find them. The customer came second, 240 00:15:57,620 --> 00:16:00,620 the way they ran their operation came first and what 241 00:16:00,620 --> 00:16:04,400 we all learned as consumers is eCommerce is very consumer 242 00:16:04,400 --> 00:16:09,850 centric. Online, we're in control so that shift was happening 243 00:16:09,850 --> 00:16:17,160 not just because of COVID, but because retailers weren't taking 244 00:16:17,160 --> 00:16:19,390 care of their customers the same way. So it's a 245 00:16:19,390 --> 00:16:25,320 digital transformation shift as well. But I think, just as 246 00:16:25,320 --> 00:16:27,430 we find in the contact center, that the combination of 247 00:16:27,430 --> 00:16:32,730 digital engagement and live agents is the best combination. Hopefully 248 00:16:32,730 --> 00:16:35,750 we'll come to a nice balance, once COVID is over, 249 00:16:36,140 --> 00:16:40,140 of having stores to go do things with and having 250 00:16:40,140 --> 00:16:43,230 eCommerce for the times when that's the most expedient way 251 00:16:43,230 --> 00:16:46,010 to do things, and tie things together like we try 252 00:16:46,010 --> 00:16:51,410 and do in the contact center. It's not just retail, 253 00:16:51,520 --> 00:16:57,080 obviously, that has moved toward a more digital transformation and 254 00:16:57,080 --> 00:17:03,000 moved more quickly because of COVID. This is the mayor 255 00:17:03,050 --> 00:17:08,480 of Los Angeles speaking on television in August of 2020, 256 00:17:09,130 --> 00:17:18,010 and his comments are, in order to survive, governments, too, 257 00:17:18,010 --> 00:17:22,610 have to become more digital, that city services should be 258 00:17:22,610 --> 00:17:26,720 just as smooth and easy, and as efficient as everything 259 00:17:26,720 --> 00:17:30,900 you can do online. Now, COVID forced that because government 260 00:17:30,900 --> 00:17:33,760 offices had to close, but it's a little bit like 261 00:17:33,760 --> 00:17:39,310 that retail story where perhaps government was behind the curve 262 00:17:39,310 --> 00:17:41,760 in terms of where they should've been with digital transformation, 263 00:17:42,750 --> 00:17:45,850 but COVID certainly brought it to the fore in 2020. 264 00:17:47,790 --> 00:17:51,750 And then telehealth, just another example of a business that, 265 00:17:52,360 --> 00:17:56,030 the technology was there, the capabilities were there and yet, 266 00:17:56,590 --> 00:17:59,570 as a consumer I felt like the availability wasn't there. 267 00:18:00,400 --> 00:18:03,560 My general practitioner did not make it easy for me 268 00:18:03,560 --> 00:18:07,210 to do a telehealth visit a year ago, today I 269 00:18:07,210 --> 00:18:12,600 can and it's good for both of us. COVID- 19 270 00:18:12,600 --> 00:18:17,160 just catapulted telehealth forward by decades, in a few months. 271 00:18:17,520 --> 00:18:21,680 Teladoc, which is a global leader in virtual care, predicted 272 00:18:21,680 --> 00:18:26,670 that 2020 revenue would be twice that of 2019, driven 273 00:18:26,670 --> 00:18:30,210 by the demand for these virtual care solutions and there 274 00:18:30,210 --> 00:18:36,000 are already signs that future telehealth will persist, that even 275 00:18:36,000 --> 00:18:41,610 after this crisis is over, Teladoc is expecting 30 to 276 00:18:41,610 --> 00:18:45,890 40% growth for the next four years. Doesn't surprise me 277 00:18:45,890 --> 00:18:48,550 because once you've done it, boy, is it easier than 278 00:18:48,550 --> 00:18:50,650 getting in your car and driving 20 minutes, if you're 279 00:18:50,650 --> 00:18:54,680 lucky enough to be 20 minutes away and it didn't snow 20 inches overnight. 280 00:18:57,870 --> 00:18:59,300 I'm going to turn it over to you, Janelle, to 281 00:18:59,300 --> 00:19:02,130 talk about a great Genesys customer in the telehealth area. 282 00:19:03,330 --> 00:19:05,770 Certainly, but maybe even before I do that, when you 283 00:19:05,770 --> 00:19:09,710 were talking about the retail apocalypse, it actually reminded me 284 00:19:09,710 --> 00:19:14,350 of one of our marquee retail customers, TechStyle Fashion Group. 285 00:19:14,350 --> 00:19:17,510 If you're not familiar with TechStyle, the most common brand 286 00:19:17,510 --> 00:19:20,670 I know of is Fabletics but they offer about five 287 00:19:20,670 --> 00:19:25,880 brands that are celebrity marketed, active wear and footwear through 288 00:19:25,880 --> 00:19:28,920 the rise of subscription services that's going on with retail, 289 00:19:28,920 --> 00:19:33,300 too. So you can imagine their exceptional growth last year, 290 00:19:33,560 --> 00:19:36,990 all fueled by being ahead of the game on that 291 00:19:37,040 --> 00:19:41,770 omnichannel and real eCommerce and really going that method from 292 00:19:41,770 --> 00:19:46,430 the get- go with their business model. But onto telehealth, 293 00:19:46,430 --> 00:19:50,540 there's no question that the healthcare industry is changing out 294 00:19:50,540 --> 00:19:54,380 there. We meet with healthcare companies around the globe and 295 00:19:54,380 --> 00:19:59,060 we're seeing that digital transformation with that cloud agility is 296 00:19:59,060 --> 00:20:02,830 absolutely a business imperative. That couldn't have been more true 297 00:20:02,850 --> 00:20:07,430 for Company Nurse, both before and after the pandemic hit. 298 00:20:07,940 --> 00:20:11,010 If you're not familiar with Company Nurse, they offer nurse 299 00:20:11,010 --> 00:20:15,810 triaging for accidents in the workplace and if we back 300 00:20:15,810 --> 00:20:20,370 up prior to them moving forward with Genesys Cloud, they 301 00:20:20,370 --> 00:20:24,940 were on legacy on- premises solution, voice only. They were 302 00:20:24,950 --> 00:20:28,220 having problems because it couldn't scale the way they wanted, 303 00:20:28,430 --> 00:20:32,140 wouldn't provide the results that they need, expensive to maintain. 304 00:20:33,200 --> 00:20:36,060 They couldn't integrate it with any sort of digital channels 305 00:20:36,060 --> 00:20:39,030 and it was really preventing them, too, from staying up 306 00:20:39,030 --> 00:20:42,010 to speed with that realtime visibility that they needed in 307 00:20:42,010 --> 00:20:45,570 the moment. If you were to go back in time 308 00:20:45,570 --> 00:20:49,370 and take a peek at the essential capabilities that they 309 00:20:49,370 --> 00:20:53,530 were looking for in their buyer guide, think of easy 310 00:20:53,970 --> 00:20:59,750 digital platform to support multichannel, integrated workforce engagement across those 311 00:20:59,750 --> 00:21:04,300 channels, as well as integration from that platform perspective, like 312 00:21:04,340 --> 00:21:07,710 Sheila, you talked about earlier, with their existing systems as 313 00:21:07,710 --> 00:21:10,730 well as the ability to adapt to new applications easily, 314 00:21:11,080 --> 00:21:13,840 and they got that with cloud. As you can see 315 00:21:13,840 --> 00:21:17,680 from the CTO quote over there to the right, their 316 00:21:17,680 --> 00:21:20,840 contact center, they really saw as mission critical to their 317 00:21:20,840 --> 00:21:25,020 business, 70% of it being revenue generating, so they needed 318 00:21:25,020 --> 00:21:28,020 a solution that they could also switch to in a 319 00:21:28,020 --> 00:21:30,550 matter of weeks or less, which they did. So that 320 00:21:30,550 --> 00:21:34,070 agility to be able to migrate simply with expertise was 321 00:21:34,070 --> 00:21:38,370 also really important to them as an essential capability. You 322 00:21:38,370 --> 00:21:42,650 can see the results listed there, tremendous results that equated 323 00:21:42,650 --> 00:21:47,690 to lower total cost of ownership, improved employee productivity, but 324 00:21:47,690 --> 00:21:50,490 that's actually not my favorite part of this story. My 325 00:21:50,490 --> 00:21:52,760 favorite part of this story, if you were to Google 326 00:21:52,760 --> 00:21:57,380 after this, take a moment, Company Nurse, it's our Genesys 327 00:21:57,600 --> 00:22:02,760 podcast. We had a guest, the CTO, Henry, who talks 328 00:22:02,760 --> 00:22:07,470 about their pivotal decision back in February, March last year, 329 00:22:07,510 --> 00:22:11,770 early days of COVID-19, where they had to shift their 330 00:22:11,770 --> 00:22:15,180 entire business model. You can imagine nurse triaging in the 331 00:22:15,180 --> 00:22:20,110 workplace, companies shifting to work from home, nurse triage isn't 332 00:22:20,110 --> 00:22:23,580 needed as much, right? So they went to their customers 333 00:22:23,580 --> 00:22:26,530 and they asked what they needed instead, and within a 334 00:22:26,530 --> 00:22:31,330 month from idea, they had an MVP ready that they 335 00:22:31,330 --> 00:22:35,570 were the first out there to offer a COVID digital 336 00:22:35,570 --> 00:22:39,060 screening app, and in that month they integrated it to 337 00:22:39,060 --> 00:22:42,690 their digital, their voice, their SMS, their callback channels with 338 00:22:42,690 --> 00:22:45,750 Genesys Cloud, to not only grow their business to record- 339 00:22:45,750 --> 00:22:49,990 breaking results during this time, but perhaps more importantly, meeting 340 00:22:49,990 --> 00:22:53,360 their customers' needs without having to do mass layoffs in 341 00:22:53,360 --> 00:22:56,630 their employee base that others were facing in the health 342 00:22:56,630 --> 00:23:01,010 space. So tremendous story both pre- pandemic as well as 343 00:23:01,010 --> 00:23:04,490 post- pandemic that I think really speaks to the power 344 00:23:04,490 --> 00:23:19,260 of digital transformation with cloud agility there. Hey, Sheila. I 345 00:23:19,260 --> 00:23:29,080 think you're muted. I always do that to be polite 346 00:23:29,080 --> 00:23:31,960 to the speaker before me, and then I'm not polite 347 00:23:31,960 --> 00:23:34,580 when I start talking and nobody can hear me, but 348 00:23:34,580 --> 00:23:38,070 life goes on so thank you, Josh, for letting me 349 00:23:38,070 --> 00:23:43,640 know. So when you have digital engagement and you're introducing 350 00:23:43,640 --> 00:23:47,480 it into your contact center, part of that story is 351 00:23:47,730 --> 00:23:54,820 also building on the channel agents, because omnichannel agents are who 352 00:23:54,820 --> 00:23:58,850 you need to do all of this fantastic work of 353 00:23:58,850 --> 00:24:01,760 integrating all of these channels and doing all of this. 354 00:24:02,150 --> 00:24:07,710 But omnichannel agents are not born, they are made and 355 00:24:07,710 --> 00:24:13,880 they're made by having workforce engagement management solutions that can 356 00:24:15,050 --> 00:24:19,090 handle all of the channels. So it's interesting, over the 357 00:24:19,090 --> 00:24:21,830 last couple of years when I was still doing speaking 358 00:24:21,830 --> 00:24:24,660 engagements where people were in front of me, one of 359 00:24:24,660 --> 00:24:26,930 the questions I would ask is, " How many of you 360 00:24:26,930 --> 00:24:33,490 are using a workforce monitoring system that just handles voice?" 361 00:24:34,220 --> 00:24:37,970 And it would be amazing what a high proportion of 362 00:24:37,970 --> 00:24:41,160 the audience members would say that their quality monitoring was 363 00:24:41,160 --> 00:24:44,720 just for voice. So we can't build omnichannel agents if 364 00:24:44,720 --> 00:24:49,050 we don't have tools that address all of the channels. 365 00:24:49,290 --> 00:24:51,950 So as you move toward digital engagement, you have to 366 00:24:51,950 --> 00:24:55,530 sort of bring in that workforce engagement part of it. 367 00:24:56,500 --> 00:24:58,620 The other, to me, one of the elements of building 368 00:24:58,620 --> 00:25:03,370 an omnichannel agent is sort of a mindset twist, which 369 00:25:03,370 --> 00:25:07,300 is typically in the context in how we think about handling this interaction, 370 00:25:07,780 --> 00:25:14,320 this transaction, single transaction resolution, that's the goal. But in 371 00:25:14,320 --> 00:25:18,010 reality with digital engagement, often that customer's coming to you 372 00:25:18,280 --> 00:25:22,520 with other content, with other interactions that they already had. 373 00:25:22,520 --> 00:25:25,580 They'd looked on the website, they may have tried to 374 00:25:25,580 --> 00:25:28,900 chat with you, they may have sent an email, and 375 00:25:28,900 --> 00:25:33,140 so it's no longer the agent's responsibility to just handle 376 00:25:33,140 --> 00:25:37,180 this interaction, but to look at the entire journey that 377 00:25:37,180 --> 00:25:42,030 the customer has been on. So from a building your 378 00:25:42,090 --> 00:25:46,410 contact center plan, what do you need, you not just 379 00:25:46,410 --> 00:25:49,520 have to make those digital channels available. You have to 380 00:25:49,520 --> 00:25:53,300 coach and train and monitor the agents on all of 381 00:25:53,300 --> 00:25:56,150 those channels, and then to the extent that you can, 382 00:25:56,150 --> 00:25:59,030 you need to make sure that the agent has the 383 00:25:59,030 --> 00:26:03,590 context, the information from those other steps that the customer 384 00:26:03,590 --> 00:26:08,170 has taken. So as we move to the next slide, 385 00:26:08,240 --> 00:26:14,700 we're going to have Janelle tell us about Ethiopian Airlines 386 00:26:14,760 --> 00:26:17,350 and some of the things that they have done. Yeah, 387 00:26:17,350 --> 00:26:21,410 so Company Nurse, they had integrated workforce engagement management as 388 00:26:21,410 --> 00:26:26,160 well, but here's another example in a different industry across 389 00:26:26,160 --> 00:26:29,150 the pond that also saw a big change last year 390 00:26:29,150 --> 00:26:33,920 with the airline industry. Ethiopia Airlines, unrivaled in Africa for 391 00:26:33,920 --> 00:26:39,610 their efficiency and operational success, like every airline I can 392 00:26:39,610 --> 00:26:43,250 think of anyway, last year they were just trying to 393 00:26:43,250 --> 00:26:46,760 survive and look for ways to lower costs and improve 394 00:26:46,760 --> 00:26:50,550 margins, focusing on the customer, I think, too, an important 395 00:26:50,550 --> 00:26:54,430 point in your buying consideration, looking at not just the 396 00:26:54,430 --> 00:26:58,070 service part of your customer journey, but looking for engagement 397 00:26:58,070 --> 00:27:01,880 tools that span marketing sales and service. Let's look at 398 00:27:01,880 --> 00:27:06,330 the before and after of Ethiopia Airlines. Prior to moving 399 00:27:06,330 --> 00:27:11,620 to Genesys Cloud- based environment, they were facing incompatible systems, 400 00:27:12,360 --> 00:27:16,270 their calls were actually routed to employees that weren't taking 401 00:27:16,270 --> 00:27:20,520 into account even just basic things like language skills or 402 00:27:20,520 --> 00:27:24,220 any skills for that matter. Their teams worked in silos, 403 00:27:24,220 --> 00:27:29,170 handling emails, handling chats, handling phone calls, all separately, they 404 00:27:29,170 --> 00:27:32,500 didn't have a CRM system, they didn't have workforce engagement, 405 00:27:33,010 --> 00:27:36,730 data was buried elsewhere and everywhere, and needless to say, 406 00:27:36,730 --> 00:27:39,740 they lacked that full overview of the customer journey and 407 00:27:39,790 --> 00:27:43,730 that real- time insight. So looking into the essential capabilities 408 00:27:44,160 --> 00:27:49,330 they captured, they deployed within two months, had 500 agents 409 00:27:49,410 --> 00:27:54,440 now working more productively in a blended fashion, handling emails, 410 00:27:54,440 --> 00:27:59,110 chats and phone calls, effortlessly switching between them, all from 411 00:27:59,110 --> 00:28:02,770 that single omnichannel desktop, which is really important in order 412 00:28:02,770 --> 00:28:05,310 for the employees to be able to do that. And 413 00:28:05,310 --> 00:28:10,220 they really unlocked further customer experience gains by introducing that 414 00:28:10,220 --> 00:28:15,010 workforce engagement piece to further improve the customer experience. So, 415 00:28:15,040 --> 00:28:21,320 some results, their service levels went from 70% to 95%. 416 00:28:21,670 --> 00:28:26,430 They had higher first- call resolution, their abandonment rate went 417 00:28:26,430 --> 00:28:31,440 from 20% just down to 3%. Calls answered went from 418 00:28:31,440 --> 00:28:34,140 20 seconds, which airline, that's still pretty good, down to 419 00:28:34,140 --> 00:28:36,620 eight seconds, I can't remember when the last time I 420 00:28:36,620 --> 00:28:39,270 called an airline and they answered in eight seconds, and 421 00:28:39,330 --> 00:28:42,570 they had that agility they needed to change IBR menus 422 00:28:42,570 --> 00:28:46,910 on the dime without having to pay for external support. 423 00:28:47,440 --> 00:28:51,910 In addition, they expanded the use of their cloud technology 424 00:28:52,010 --> 00:28:55,630 to their sales environment, too, being able to monitor customers' 425 00:28:55,630 --> 00:29:00,620 behavior on their website, understand that and get predictive with 426 00:29:00,620 --> 00:29:03,560 the use of AI to intercept in the moment because 427 00:29:03,560 --> 00:29:07,090 they had the right staff in place to really help 428 00:29:07,090 --> 00:29:10,690 that customer through their buyer journey and saw web conversion 429 00:29:10,690 --> 00:29:14,840 rates just increase dramatically, and you can see the results 430 00:29:14,840 --> 00:29:19,230 there. So I love this story because it is really 431 00:29:19,230 --> 00:29:23,030 a proved point in helping a company that was in 432 00:29:23,030 --> 00:29:28,190 a struggling industry last year, and looking ahead, really make 433 00:29:28,190 --> 00:29:32,810 change and support the customer journey across marketing, sales and 434 00:29:32,810 --> 00:29:38,680 service. Excellent, so we are moving to our next poll. 435 00:29:38,740 --> 00:29:44,880 The question is, " Is there value in integrating your unified 436 00:29:44,880 --> 00:29:50,410 communication solution incorporation with the contact center?" We have just 437 00:29:50,410 --> 00:29:55,030 three choices; yes, we think there's value in integrating them, 438 00:29:55,310 --> 00:29:59,670 but we prefer one solution for both contact center and 439 00:29:59,720 --> 00:30:04,970 unified communications and collaboration. Yes, we think there's value and 440 00:30:04,970 --> 00:30:09,920 our preferred solution is Microsoft Teams, and this is one of those ones where 441 00:30:09,920 --> 00:30:13,380 we wait for all of the responses before you select 442 00:30:13,380 --> 00:30:16,450 one because you might be number one but number two 443 00:30:16,450 --> 00:30:20,470 is more specific to you. And then third, yes, our 444 00:30:20,470 --> 00:30:26,660 preferred solution is a different UCC provider. Okay, so I 445 00:30:26,660 --> 00:30:29,210 realize we do not have a choice here for no. 446 00:30:31,790 --> 00:30:35,560 We may have missed that, but we'll see what people 447 00:30:35,560 --> 00:30:37,900 think. I think it'll be interesting to see what we 448 00:30:37,900 --> 00:30:43,380 get here. Clearly, Microsoft Teams had a huge uptick in 449 00:30:43,380 --> 00:30:47,130 usage in 2020, so I'm not going to be surprised 450 00:30:47,130 --> 00:30:50,750 to see that we have a lot of Microsoft Teams users, 451 00:30:50,750 --> 00:30:54,230 what do you think, Janelle? I think the same, it's 452 00:30:54,230 --> 00:30:57,190 becoming one of those essential capabilities you mentioned at the 453 00:30:57,190 --> 00:31:01,230 beginning. It used to be a very separate decision and 454 00:31:01,230 --> 00:31:05,180 while it may not be from a single provider, we're 455 00:31:05,180 --> 00:31:09,710 seeing it recurring on the list of requirements for cloud 456 00:31:09,710 --> 00:31:12,520 based solutions to be able to extend beyond the contact 457 00:31:12,530 --> 00:31:16,030 center and have an integrated solution regardless, so we're keen 458 00:31:16,030 --> 00:31:20,790 to see if our audience agrees. Okay, so drum roll. 459 00:31:25,770 --> 00:31:30,940 I'm going to... I was hitting submit instead of next. 460 00:31:30,970 --> 00:31:36,330 Okay, what can we discern from this? Over 50% are 461 00:31:36,330 --> 00:31:40,880 using Teams, wow. That's even higher than I would've predicted. 462 00:31:41,870 --> 00:31:44,950 Or their preferred solution is Teams, doesn't tell me that 463 00:31:44,950 --> 00:31:49,960 they're really using it but I'm actually surprised it's as 464 00:31:49,960 --> 00:31:52,320 close between the first and second option as it is. 465 00:31:52,320 --> 00:31:55,250 I thought it would be a bigger differential because we're 466 00:31:55,250 --> 00:32:00,990 definitely seeing more for Teams across the board. Yeah, and 467 00:32:00,990 --> 00:32:03,990 not too much for other providers. Yeah, back to Teams, 468 00:32:03,990 --> 00:32:06,620 I happened to be on their site today and there 469 00:32:06,630 --> 00:32:10,270 are 15 different contact centers who are working to get 470 00:32:10,270 --> 00:32:13,620 certified in Microsoft Teams, so it's a much bigger effort 471 00:32:13,620 --> 00:32:16,360 than it has been for many years. So I think 472 00:32:16,700 --> 00:32:18,700 to the point that we've both made at this point, 473 00:32:18,700 --> 00:32:24,430 Janelle, the importance of bringing together the unified communications and 474 00:32:24,400 --> 00:32:28,140 the contact center has just been elevated. Part of that 475 00:32:28,140 --> 00:32:32,300 is not being in a single physical location and not 476 00:32:32,300 --> 00:32:37,040 being able to bring your supervisor over with something as 477 00:32:37,040 --> 00:32:42,900 easy raising your hand. A study that I had read 478 00:32:42,900 --> 00:32:47,340 over the summer, that 93% of companies now say that 479 00:32:47,380 --> 00:32:52,040 UC and team messaging integration with the contact center is 480 00:32:52,040 --> 00:32:57,270 a very important factor in customer experience success, and yet, 481 00:32:57,500 --> 00:33:00,930 as you and I know, there's not enough evidence today 482 00:33:01,130 --> 00:33:04,430 that, that's happening in contact centers. I think if we've 483 00:33:04,430 --> 00:33:07,730 got that many listeners who are thinking Microsoft Teams is 484 00:33:07,730 --> 00:33:11,160 the answer, and companies like Genesys are now stepping up 485 00:33:11,220 --> 00:33:14,140 and working much more closely with Microsoft, hopefully a year 486 00:33:14,140 --> 00:33:17,040 from now we'll see a lot more of that UC in 487 00:33:17,040 --> 00:33:20,700 contact center integration. You're going to tell us about one 488 00:33:20,700 --> 00:33:24,410 customer who's doing that. Absolutely, as I mentioned, we see 489 00:33:24,410 --> 00:33:27,850 it on many people's list and here's an example of 490 00:33:28,630 --> 00:33:33,330 a company that I admire so much, who has taken 491 00:33:33,330 --> 00:33:36,120 that step forward and has it implemented. Let me tell 492 00:33:36,120 --> 00:33:40,390 you a little bit about Integral Care. I think of 493 00:33:40,390 --> 00:33:44,560 their contact center not as a call center, I don't 494 00:33:44,730 --> 00:33:46,930 think of it as a profit center, I think of 495 00:33:46,930 --> 00:33:50,580 it as a life center. They have about 900 people 496 00:33:50,580 --> 00:33:56,170 on staff across 45 locations, where they provide a 24 497 00:33:56,170 --> 00:34:00,850 hour crisis helpline that's often that first point of contact 498 00:34:00,850 --> 00:34:05,100 for people needing that immediate emotional support, especially during these 499 00:34:05,100 --> 00:34:09,100 crazy times. They also receive traffic from calls to national 500 00:34:09,100 --> 00:34:14,620 suicide prevention lines. So as you can imagine, streamlined communication, 501 00:34:14,850 --> 00:34:19,790 it is essential and lifesaving, and downtime is more than 502 00:34:19,790 --> 00:34:24,210 critical, it can be even tragic. So where were they? 503 00:34:24,600 --> 00:34:29,070 Prior to Genesys, they were having huge technology issues that 504 00:34:29,070 --> 00:34:34,890 were degrading their service levels for this helpline. Their CIO, 505 00:34:34,890 --> 00:34:37,610 if he was on, he would describe their on- premises 506 00:34:37,610 --> 00:34:43,700 contact center system as unreliable, hard to scale, expensive to 507 00:34:43,700 --> 00:34:48,210 maintain and add features, and on average, they suffered two 508 00:34:48,210 --> 00:34:52,140 to three outages a month. And you can see on 509 00:34:52,140 --> 00:34:56,300 the slide, those each lasted anywhere from 15 minutes to 510 00:34:56,300 --> 00:34:59,900 five hours, where during that time, they couldn't even take 511 00:34:59,960 --> 00:35:03,870 a critical call, which was totally unacceptable. So they went 512 00:35:03,870 --> 00:35:07,290 with a cloud based platform, voice and digital channels, seeing 513 00:35:07,300 --> 00:35:11,850 a theme here, and they integrated Genesys Cloud with their 514 00:35:11,850 --> 00:35:16,320 Netsmart Electronic Health system. They really appreciated the platform capabilities 515 00:35:16,320 --> 00:35:18,830 that Genesys Cloud brought to the table as well, so 516 00:35:18,830 --> 00:35:22,360 that they could leverage that existing system that was working 517 00:35:22,360 --> 00:35:26,020 really well for them. So they also were looking, as 518 00:35:26,020 --> 00:35:29,460 an essential capability, for that cloud platform to be able 519 00:35:29,460 --> 00:35:34,410 to intercept and route calls for neighboring area codes automatically 520 00:35:34,410 --> 00:35:37,810 so that they could make best use of local knowledge 521 00:35:37,810 --> 00:35:43,760 and resources. Sheila, you mentioned that COVID- 19 catapulted telehealth 522 00:35:43,760 --> 00:35:47,560 forward by decades in a few months. After they did 523 00:35:47,560 --> 00:35:52,000 that, they then integrated with Microsoft Teams so that they 524 00:35:52,000 --> 00:35:55,180 could make it even easier for case managers that weren't 525 00:35:55,180 --> 00:36:00,860 regular contact center agents to also be able to conduct 526 00:36:01,040 --> 00:36:05,770 telehealth video calls with clients and collaborate effectively with other 527 00:36:05,770 --> 00:36:09,220 agents. So we don't see a ton of people doing 528 00:36:09,220 --> 00:36:12,380 this yet, but we are hearing Microsoft Teams integration on 529 00:36:12,380 --> 00:36:15,520 a regular basis, on many buyers' minds. I think Integral 530 00:36:15,520 --> 00:36:18,940 Care is a great organization and a great example that 531 00:36:18,950 --> 00:36:22,930 has forged ahead to integrate their UC and their contact 532 00:36:22,930 --> 00:36:29,820 center technologies really for the best of reasons. Excellent. Oops. 533 00:36:31,210 --> 00:36:34,540 Trying to move on... here we go. And I can 534 00:36:34,540 --> 00:36:40,620 be heard this time? Yes, okay. Yes. I did it. So 535 00:36:40,620 --> 00:36:44,920 we talked about artificial intelligence and what's interesting is digital 536 00:36:44,920 --> 00:36:48,350 engagement keeps coming up, and really the two of them 537 00:36:48,350 --> 00:36:54,440 are very tightly integrated, because artificial intelligence is really what 538 00:36:54,440 --> 00:36:58,540 helps optimize for digital- first. If you look at all 539 00:36:58,540 --> 00:37:04,310 of these technologies that are here; automatic speech recognition, natural 540 00:37:04,310 --> 00:37:09,370 language processing, these are all backed up with artificial intelligence 541 00:37:09,420 --> 00:37:15,780 and machine learning. But things like transcription and translation and 542 00:37:15,780 --> 00:37:21,020 automatic topic categorization, these are the exciting things that are 543 00:37:21,020 --> 00:37:26,040 relatively new to artificial intelligence, but really help bring digital 544 00:37:26,620 --> 00:37:33,600 to a much higher level. Transcription means that, that interaction 545 00:37:33,600 --> 00:37:38,600 that a customer had with a natural language bot can 546 00:37:38,600 --> 00:37:41,440 be transcribed and sent to the agent, and the highlights 547 00:37:41,440 --> 00:37:44,800 of that highlighted so the agent doesn't have to read 548 00:37:44,800 --> 00:37:47,190 every single thing that was said to the bot, but 549 00:37:47,190 --> 00:37:51,940 can just understand really quickly what the intent of this 550 00:37:51,940 --> 00:37:57,700 particular call is. Or if a customer picks up the 551 00:37:57,700 --> 00:38:02,180 phone and speaks to an intelligent virtual agent, and just 552 00:38:02,180 --> 00:38:07,660 speaks very freely, the system can automatically categorize what that 553 00:38:07,660 --> 00:38:10,580 topic is that the customer wants to talk to and 554 00:38:10,580 --> 00:38:15,040 send that to the appropriate resource. So what's exciting is 555 00:38:15,040 --> 00:38:18,110 digital- first coming at the same time as artificial intelligence, 556 00:38:18,280 --> 00:38:21,710 because one aids the other, one makes the other better 557 00:38:22,100 --> 00:38:26,510 and again, Janelle's got a great case study back to 558 00:38:26,510 --> 00:38:29,200 the unemployment case that I was talking about earlier. Go 559 00:38:29,200 --> 00:38:35,480 ahead. Yeah, I read recently that in a CMSWire article, 560 00:38:35,500 --> 00:38:41,640 72% of interactions will involve chat bots by 2022. We'll 561 00:38:41,640 --> 00:38:43,860 see, but even if it doesn't hit that high, I 562 00:38:43,860 --> 00:38:47,600 think, Sheila, your point is well taken, that digital and 563 00:38:47,600 --> 00:38:51,900 AI go hand- in- hand and that it's definitely on 564 00:38:51,900 --> 00:38:56,840 the rise. And even to your point earlier that Mayor 565 00:38:57,120 --> 00:39:00,970 Garcetti signed that executive order to make all city services 566 00:39:01,180 --> 00:39:04,500 contactless and digital, so at Genesys we saw an increase 567 00:39:04,500 --> 00:39:08,240 in the adoption of cloud AI and automation in government 568 00:39:08,550 --> 00:39:10,930 last year as well, and we expect to continue to 569 00:39:11,370 --> 00:39:15,640 see that in 2021. So this is an example of 570 00:39:15,640 --> 00:39:19,410 that, I'll leave it semi anonymous to which state it 571 00:39:19,410 --> 00:39:24,990 was exactly, but while some businesses like Company Nurse thrived 572 00:39:25,210 --> 00:39:29,170 last year, Sheila pointed out many that didn't survive. And 573 00:39:29,170 --> 00:39:34,500 due to COVID- 19, this particular state's unemployment agency saw 574 00:39:34,550 --> 00:39:39,100 a gigantic spike in unemployment just in one month around 575 00:39:39,150 --> 00:39:43,990 the February, March timeframe. To put that in perspective, they 576 00:39:43,990 --> 00:39:49,840 received 20 months of unemployment claims in just a single 577 00:39:49,840 --> 00:39:55,350 month when the pandemic hit, and their existing 25 year 578 00:39:55,350 --> 00:40:01,860 old IVR technology didn't scale and they were abandoning, at 579 00:40:01,860 --> 00:40:05,760 one point, 2,000, 000 calls per day. And I think 580 00:40:05,760 --> 00:40:09,360 of being that person that was trying to call in 581 00:40:10,170 --> 00:40:12,750 and being one of those 2, 000,000, how frustrating that 582 00:40:12,750 --> 00:40:16,220 would be. So they threw people at the problem and 583 00:40:16,220 --> 00:40:20,550 even with 1, 000 agents in their call center, they 584 00:40:20,550 --> 00:40:24,420 still had to bring in help from state legislator, putting 585 00:40:24,740 --> 00:40:27,460 more employees on the phone and while their citizens were 586 00:40:27,460 --> 00:40:30,160 in a crisis because they lost their job, the agency 587 00:40:30,530 --> 00:40:32,990 was also in a crisis and they needed help. So 588 00:40:33,040 --> 00:40:36,980 they reached out to many providers for quotes for services, 589 00:40:37,500 --> 00:40:40,300 and they needed a trusted advisor to help them throughout. 590 00:40:40,370 --> 00:40:44,650 On their list of essential capabilities, it was pretty straightforward; 591 00:40:44,870 --> 00:40:49,470 cloud automation, fast. And so, in the solution here, the 592 00:40:49,470 --> 00:40:53,100 agency took advantage of our rapid response program we launched 593 00:40:53,100 --> 00:40:56,440 last year to serve our customers, and they quickly stood 594 00:40:56,440 --> 00:40:59,770 up Genesys Cloud IVR for their voice calls. Part of 595 00:40:59,770 --> 00:41:04,030 that program was with our prebuilt integration to Google Dialog 596 00:41:04,030 --> 00:41:07,900 Flow, one of our very strategic partners for that virtual 597 00:41:07,900 --> 00:41:11,920 agent capabilities for both calls and chat on the website. 598 00:41:12,430 --> 00:41:15,020 They were up and running in about two weeks with 599 00:41:15,020 --> 00:41:19,990 a full solution, saw a 350% increase in connected calls 600 00:41:20,560 --> 00:41:24,130 and what that translates to is like a typical February 601 00:41:24,180 --> 00:41:27,320 for this agency would see 70 claims, they processed that 602 00:41:27,320 --> 00:41:30,650 same number in a single day in March. So to 603 00:41:30,650 --> 00:41:33,920 me, this is just a super powerful story of the 604 00:41:34,260 --> 00:41:38,300 power of a cloud platform and being able to integrate 605 00:41:38,300 --> 00:41:45,170 with other strategic partners out there. Just a moment. I'm live. 606 00:41:45,530 --> 00:41:51,030 Platform capabilities, so this is a buyer's guide for 2021. 607 00:41:51,030 --> 00:41:56,370 Perhaps in 2020, you wouldn't have been thinking that having 608 00:41:56,760 --> 00:42:02,620 an orchestration tool, having the ability to perhaps just use 609 00:42:02,750 --> 00:42:08,260 parts of a solution like Genesys Cloud in your contact 610 00:42:08,260 --> 00:42:11,570 center, it might never occur to you, but suddenly in 611 00:42:11,580 --> 00:42:15,650 2021 it does occur to you. You have tens of 612 00:42:15,650 --> 00:42:18,490 thousands of agents and you want to add a capability 613 00:42:18,740 --> 00:42:21,530 like the one that Janelle just talked about for the unemployment 614 00:42:21,530 --> 00:42:24,820 office. It doesn't always mean you have to change everything, 615 00:42:25,280 --> 00:42:27,190 it doesn't mean you have to change all the voice 616 00:42:27,190 --> 00:42:30,070 capabilities that you have and that you've built. But with 617 00:42:30,070 --> 00:42:35,310 platform capabilities and the ability to add those great AI 618 00:42:35,630 --> 00:42:39,920 capabilities from the cloud to your existing platform, that's when 619 00:42:39,920 --> 00:42:42,900 it becomes important to understand, " What can platform do for 620 00:42:42,900 --> 00:42:46,410 me? In that period between now and maybe two or 621 00:42:46,410 --> 00:42:49,810 three or five years when I move off the premises 622 00:42:49,810 --> 00:42:53,640 solution that I have, how can I start taking advantage 623 00:42:53,890 --> 00:42:57,200 of the cloud?" And I think platform capabilities are key 624 00:42:57,200 --> 00:43:02,610 to that, because even without changing your entire operation, you 625 00:43:02,610 --> 00:43:06,020 can get some of those benefits of faster time to 626 00:43:06,020 --> 00:43:10,870 market, like the unemployment office did. Increased iteration time, being 627 00:43:10,870 --> 00:43:16,710 able to change things more quickly and increased stakeholder engagement 628 00:43:16,710 --> 00:43:20,330 and satisfaction because they can make some of the changes 629 00:43:20,330 --> 00:43:22,810 that need to be made without having to go to 630 00:43:22,810 --> 00:43:26,540 IT necessarily every time. So you may not have been 631 00:43:26,540 --> 00:43:28,770 thinking about it a year ago, but as you speak 632 00:43:28,830 --> 00:43:32,150 to the vendors that you're thinking about as you take 633 00:43:32,150 --> 00:43:37,310 the next steps in your contact center solution journey, make 634 00:43:37,310 --> 00:43:39,110 sure that this is on that list of things that 635 00:43:39,110 --> 00:43:46,350 you're looking for and at. So what are legacy call 636 00:43:46,350 --> 00:43:52,650 centers not delivering right now? Integrated digital channels, how often 637 00:43:52,650 --> 00:43:56,000 do I see a contact center that has perhaps a 638 00:43:56,000 --> 00:44:00,020 great voice contact center, but they've used a different vendor 639 00:44:00,020 --> 00:44:04,100 for email and maybe a different vendor for chat, and 640 00:44:04,100 --> 00:44:06,720 none of that is integrated. And that agent who's on 641 00:44:06,730 --> 00:44:11,040 the voice contact center gets no data necessarily from those 642 00:44:11,040 --> 00:44:15,360 digital engagements, so it's almost impossible for that agent to 643 00:44:15,360 --> 00:44:20,740 have context. Robust support from remote and mobile workforce, and 644 00:44:20,740 --> 00:44:23,960 that means both for the contact center solution as well 645 00:44:23,960 --> 00:44:28,890 as for the workforce engagement management applications. That seamless front 646 00:44:28,890 --> 00:44:32,510 office, back office communications. As we talked about, it doesn't 647 00:44:32,510 --> 00:44:35,360 have to be one solution as long as there is 648 00:44:35,360 --> 00:44:38,840 a tight integration between the two, like Genesys is doing 649 00:44:38,840 --> 00:44:43,700 with Microsoft Teams. Legacy call centers, it's difficult for them 650 00:44:43,700 --> 00:44:47,730 to use artificial intelligence and to help you have that 651 00:44:47,730 --> 00:44:51,480 innovation, and so it makes hard to have that agility to 652 00:44:51,480 --> 00:44:56,380 make changes quickly based on business needs. I mean those 653 00:44:56,380 --> 00:45:01,160 of us who worked at legacy contact centers know, typically they're told, " Maybe next 654 00:45:01,160 --> 00:45:06,160 year, maybe." And we're in a world where we need 655 00:45:06,160 --> 00:45:11,460 that by next week, " Maybe next year," doesn't work anymore. So 656 00:45:11,460 --> 00:45:15,420 we're going to go to our final poll question. Among the areas 657 00:45:15,680 --> 00:45:20,340 that we discussed today, what is your top priority for 658 00:45:20,340 --> 00:45:27,130 customer experience technology investment in 2021? Is it digital engagement, 659 00:45:27,480 --> 00:45:30,960 expanding the number of channels that you have, integrating it 660 00:45:31,270 --> 00:45:34,870 more closely to the voice channel? Is it workforce engagement, 661 00:45:35,950 --> 00:45:42,650 integrated collaboration and contact center technology, or artificial intelligence and 662 00:45:42,650 --> 00:45:50,220 automation? All good choices. Hold on. Again, I think it 663 00:45:50,220 --> 00:45:54,970 depends on where our audience is at, because digital engagement 664 00:45:54,970 --> 00:45:58,090 and AI go hand- in- hand. Some might already be 665 00:45:58,190 --> 00:46:03,820 using it, some might be evolving to more channels. I 666 00:46:03,820 --> 00:46:08,500 also read a study where, I think, by 2022 the 667 00:46:08,500 --> 00:46:11,530 use of workforce engagement in the cloud will be at 668 00:46:11,890 --> 00:46:16,210 94% so maybe it's on- premise, by working the cloud. 669 00:46:16,460 --> 00:46:20,720 I also have seen a pivot where many companies are 670 00:46:20,720 --> 00:46:25,960 using workforce optimization, where it's very focused on operational efficiency, 671 00:46:26,290 --> 00:46:29,750 and to your point earlier with the gamification example, really 672 00:46:29,750 --> 00:46:33,020 shifting more towards that focus with the employee, especially in 673 00:46:33,020 --> 00:46:37,010 this virtual world of workforce engagement, so I'm intrigued to 674 00:46:37,010 --> 00:46:38,430 see where we're going to be at. What do you 675 00:46:38,430 --> 00:46:43,970 think, Sheila? I think digital, I mean I think that's 676 00:46:43,970 --> 00:46:47,960 the pressing need for a lot of businesses, that they 677 00:46:48,000 --> 00:46:50,110 may not have been doing that as well as they'd 678 00:46:50,110 --> 00:46:58,720 like, but we will see. It's time. Aha! You were 679 00:46:58,720 --> 00:47:05,020 right. Interesting. Well, I wanted you to say it. Well, 680 00:47:05,020 --> 00:47:10,400 look at the tie between integrated collaboration and AI actually, 681 00:47:10,400 --> 00:47:15,600 that's interesting. Right, because they're so different, right? Yeah. They're 682 00:47:15,600 --> 00:47:18,980 very different. One is probably more contact center focused, the 683 00:47:18,980 --> 00:47:22,410 AI, and the other is more enterprise focused, but it 684 00:47:22,410 --> 00:47:24,780 comes back to what you said about sales, service and 685 00:47:24,780 --> 00:47:27,950 marketing. We're not going to get there without the integrated 686 00:47:27,950 --> 00:47:33,110 collaboration, I think, so excellent. It's always interesting to learn 687 00:47:33,110 --> 00:47:38,350 something about how people are thinking, that's why the poll, this is not 688 00:47:38,350 --> 00:47:39,990 for us as it is for them, but you get 689 00:47:39,990 --> 00:47:41,830 to see what your peers are thinking as well. So 690 00:47:41,830 --> 00:47:46,760 I am now going to move it to you to 691 00:47:46,760 --> 00:47:51,120 finish up on the Genesys vision. Fabulous. Well, we highlighted 692 00:47:51,120 --> 00:47:54,800 these essential capabilities that we just reviewed in the poll. 693 00:47:54,800 --> 00:47:59,830 Top of line, digital engagement, integrated UC and CC, artificial 694 00:47:59,830 --> 00:48:05,360 intelligence, workforce engagement. As you evaluate providers for these essential 695 00:48:05,360 --> 00:48:09,440 capabilities, you need to ultimately improve customer experience. Let me 696 00:48:09,440 --> 00:48:12,500 just leave you with this final point that relates to 697 00:48:12,500 --> 00:48:16,960 our vision for our customers. When it comes to customer 698 00:48:16,960 --> 00:48:22,200 experience, of course your customers want their issues resolved quickly and 699 00:48:22,200 --> 00:48:26,750 correctly, and we know that efficiency and effectiveness, they're always 700 00:48:26,750 --> 00:48:29,420 going to be important for your contact centers to be 701 00:48:29,420 --> 00:48:31,790 able to support and for your company to be able 702 00:48:31,790 --> 00:48:36,080 to support. But don't forget that your customers along the 703 00:48:36,390 --> 00:48:40,250 way, especially now more than ever, want to be treated 704 00:48:40,250 --> 00:48:43,180 with empathy, or in other words to be to heard 705 00:48:43,180 --> 00:48:47,540 and understood. So experience as a service is the Genesys 706 00:48:47,540 --> 00:48:51,520 vision that helps you put empathy at the center of 707 00:48:51,520 --> 00:48:56,570 each experience. It's the key ingredient, along with efficiency and 708 00:48:56,570 --> 00:49:01,880 effectiveness, that helps foster trust with your customers to ultimately 709 00:49:01,880 --> 00:49:06,210 drive loyalty. So here at Genesys, we're making experience as 710 00:49:06,210 --> 00:49:09,810 a service a reality by helping you use the right 711 00:49:09,810 --> 00:49:13,430 combination of technology so that you can truly personalize those 712 00:49:13,430 --> 00:49:17,980 experiences at scale. And that right combo of tech, it 713 00:49:17,980 --> 00:49:22,520 starts with data from any system or any engagement, including 714 00:49:22,520 --> 00:49:25,410 the one going on in the moment. Then, with the 715 00:49:25,410 --> 00:49:30,060 power of cloud and by applying AI, you can process 716 00:49:30,060 --> 00:49:33,730 this data in real- time, you can decipher the customer's 717 00:49:33,730 --> 00:49:36,270 intent and predict how and when to interact with them 718 00:49:36,270 --> 00:49:39,870 further and with this understanding of your customers, you can 719 00:49:39,870 --> 00:49:43,950 quickly then provide that relevant and personalized experience with those 720 00:49:43,950 --> 00:49:48,260 engagement tools like in the Ethiopia example that spans marketing, 721 00:49:48,260 --> 00:49:52,840 sales and services. So ultimately, your customers will feel like 722 00:49:52,840 --> 00:49:55,980 they're a priority to you, they'll feel cared for as 723 00:49:55,980 --> 00:50:00,970 individuals, sometimes that literally is a life or death situation, 724 00:50:01,040 --> 00:50:04,400 and they feel uniquely understood. They won't have to repeat 725 00:50:04,400 --> 00:50:08,580 themselves, their issues will be resolved, sometimes even before they 726 00:50:08,580 --> 00:50:13,640 know it, with compassion. So integrated data, AI, engagement tools 727 00:50:13,640 --> 00:50:17,620 with that cloud interactive ability and choice really are at 728 00:50:17,620 --> 00:50:22,130 the heart of the essential capabilities we see companies needing, 729 00:50:22,480 --> 00:50:24,960 now and for the future. So with the trends that 730 00:50:24,960 --> 00:50:29,070 Sheila shared, the customer examples that I highlighted, know that 731 00:50:29,600 --> 00:50:33,910 this combination of tech that fuels this vision of experience 732 00:50:33,950 --> 00:50:36,950 as a service, is possible because the technologies we talked 733 00:50:36,950 --> 00:50:40,270 about today are finally at that right level of maturity 734 00:50:40,270 --> 00:50:43,230 and within reach for any company. So with this vision, 735 00:50:43,700 --> 00:50:46,590 you as a business can truly take a more customer- 736 00:50:46,590 --> 00:50:50,170 centric approach with your business and with your engagement with 737 00:50:50,290 --> 00:50:55,020 customers. So with all that said, Josh, I think I'll 738 00:50:55,020 --> 00:50:56,700 turn it over to you to see if there's any 739 00:50:57,020 --> 00:51:02,130 questions. Thanks, Janelle. So, just to get started, we do have 740 00:51:02,130 --> 00:51:03,960 a few questions that have already come in, but as 741 00:51:03,960 --> 00:51:06,770 a reminder to everybody in the audience, to participate in 742 00:51:06,770 --> 00:51:09,350 today's Q& A, just submit those into the Q& A 743 00:51:09,350 --> 00:51:11,470 window below the slides and we'll get to as many 744 00:51:11,470 --> 00:51:13,540 as we can with the little time that we have 745 00:51:13,540 --> 00:51:16,290 remaining today. As I mentioned before, though, there is a 746 00:51:16,290 --> 00:51:17,820 chance that we're not going to be able to get to 747 00:51:17,820 --> 00:51:19,940 all of the questions today, so if we do not 748 00:51:19,940 --> 00:51:22,770 answer your question aloud, what we'll do is we'll follow 749 00:51:22,770 --> 00:51:25,130 up with you via email within the next few business 750 00:51:25,130 --> 00:51:28,810 days. To kick things off, as we do have a couple 751 00:51:28,810 --> 00:51:32,050 of live questions in here now, so I think this 752 00:51:32,050 --> 00:51:34,590 is going to be directed more towards you, Sheila. The 753 00:51:34,590 --> 00:51:38,070 first question is, " Is the change for digital a resource 754 00:51:38,310 --> 00:51:42,310 of COVID- 19 or more because of the younger demographics 755 00:51:42,340 --> 00:51:45,390 of customers like Gen Y and Gen Z using more 756 00:51:45,390 --> 00:51:49,980 apps and SMS and chat?" One of the things that 757 00:51:49,980 --> 00:51:53,990 I've been talking about is that, what COVID has done 758 00:51:53,990 --> 00:51:59,980 is accelerate a need that was already there. I think 759 00:52:01,020 --> 00:52:05,900 we weren't, as an industry, providing the digital choices that 760 00:52:05,900 --> 00:52:10,170 consumers wanted. There was a gap between what consumers wanted 761 00:52:10,170 --> 00:52:13,730 and what we were delivering, just like when I talked 762 00:52:13,730 --> 00:52:17,590 about the retail apocalypse. There was a gap and so 763 00:52:17,640 --> 00:52:21,390 what COVID has done is highlight that gap, because to 764 00:52:21,790 --> 00:52:24,910 the point of the questioner, the Gen Zs and the 765 00:52:24,910 --> 00:52:28,430 Millennials were looking for these choices, we just weren't delivering 766 00:52:28,430 --> 00:52:32,500 them. Now, everybody is looking for them, everybody's a Gen 767 00:52:32,500 --> 00:52:37,710 Z. Even my 93 year old father- in- law has 768 00:52:37,710 --> 00:52:40,460 suddenly had to become a Gen Z, because the only 769 00:52:40,460 --> 00:52:42,770 to make his appointment for a vaccine was to do 770 00:52:42,770 --> 00:52:46,130 it online. So I think what it's done is accelerate, 771 00:52:46,380 --> 00:52:50,030 and it's really two trends coming together and reinforcing one 772 00:52:50,030 --> 00:52:57,950 another. Then as a follow up, this individual asks, " Do 773 00:52:57,950 --> 00:53:01,840 you see CX as a separate function from CCaaS, or 774 00:53:01,840 --> 00:53:07,330 an integral part of the platform?" Interesting, I saw that 775 00:53:07,330 --> 00:53:10,340 question and I was thinking about it. CCaaS is a 776 00:53:10,340 --> 00:53:17,640 technology. It's very specific, it's something you buy. Customer experience, 777 00:53:17,790 --> 00:53:21,780 to me, is a strategy. It's, " What is our strategy 778 00:53:22,030 --> 00:53:27,330 to deliver to our customers an overall experience that keeps 779 00:53:27,330 --> 00:53:30,870 them with us?" So I see them as quite separate. 780 00:53:31,100 --> 00:53:34,770 The other thing is, for me, customer experience includes more 781 00:53:34,770 --> 00:53:40,840 technologies than just CCaaS, it includes customer relationship management, it 782 00:53:40,840 --> 00:53:45,990 includes workforce engagement management, so to me, CCaaS is a 783 00:53:45,990 --> 00:53:49,090 much broader term, but it's also, to me, more of 784 00:53:49,090 --> 00:53:52,790 a, " What is the company CCaaS strategy? Not who is 785 00:53:52,790 --> 00:53:56,750 their vendor." Can I just add to that? Improving customer 786 00:53:56,750 --> 00:54:00,060 experience is a business outcome, I mean you could Google 787 00:54:00,820 --> 00:54:03,640 tons of different studies out there that show the impact 788 00:54:03,640 --> 00:54:07,760 to a company's bottom line when you focus on improving 789 00:54:08,130 --> 00:54:11,280 customer experience. And to Sheila's point, too, I totally agree 790 00:54:11,280 --> 00:54:16,120 to that, but CCaaS technology is part of that strategy 791 00:54:16,120 --> 00:54:23,530 to direct towards that outcome. Awesome. Thanks, guys. I'll direct 792 00:54:23,530 --> 00:54:26,670 this question to you, Janelle, and, Sheila, you're welcome to 793 00:54:26,990 --> 00:54:30,600 follow up. This individual is moving from an on- premise 794 00:54:31,870 --> 00:54:34,850 setup to a unified communication spot where blending CCaaS and 795 00:54:34,850 --> 00:54:38,890 UCaaS with a cloud based provider. If you have any 796 00:54:38,890 --> 00:54:43,100 recommendations, how would you suggest they choose, or what would 797 00:54:43,100 --> 00:54:48,030 you suggest they choose in that direction? It's difficult for 798 00:54:48,030 --> 00:54:51,010 me to answer that with any wisdom when I don't 799 00:54:51,010 --> 00:54:54,560 know your business requirements, so it really comes down to 800 00:54:54,610 --> 00:54:58,130 what are your business needs and business requirements and what 801 00:54:58,130 --> 00:55:01,760 you use cases are you looking to support, like with 802 00:55:01,760 --> 00:55:07,620 meetings, with video, with unified chat across the contact center 803 00:55:07,680 --> 00:55:10,890 presence, et cetera, et cetera. So know that you have 804 00:55:10,890 --> 00:55:14,650 options out there, like for instance with Genesys, we integrate 805 00:55:14,650 --> 00:55:18,400 with Zoom, we have native capabilities, we integrate with Microsoft 806 00:55:18,400 --> 00:55:22,290 Teams as I mentioned before with the Integral Care example. 807 00:55:22,290 --> 00:55:25,490 So really happy to partner with you and dig into 808 00:55:25,490 --> 00:55:29,180 your contact center requirements to really answer that with a 809 00:55:29,470 --> 00:55:34,300 more educated response to your business. That's actually a good 810 00:55:34,780 --> 00:55:37,230 point, too, Janelle. There's going to be a survey that pops up 811 00:55:37,230 --> 00:55:39,410 at the end of today's presentation asking if you would 812 00:55:39,410 --> 00:55:44,230 like your local Genesys account representative to reach out. So 813 00:55:44,230 --> 00:55:46,780 if you want additional information, go ahead and mark yes 814 00:55:46,780 --> 00:55:48,540 to that question in the survey, and we'll be sure 815 00:55:48,540 --> 00:55:50,750 to follow up with you with any additional information you're 816 00:55:51,020 --> 00:55:57,530 interested in learning.- Let me follow up a little bit 817 00:55:57,530 --> 00:56:02,380 on the question, Josh, if I may. It's interesting, one 818 00:56:02,380 --> 00:56:04,940 could look at UC and CC and say, " I want 819 00:56:04,940 --> 00:56:09,270 one vendor and not two vendors," but if you actually 820 00:56:09,270 --> 00:56:11,690 look at a vendor who says they have UC and 821 00:56:11,690 --> 00:56:15,540 CC, you may find that their CC is coming from 822 00:56:15,540 --> 00:56:18,860 a different company so it's really not one solution, it's 823 00:56:18,860 --> 00:56:22,010 two. Or you may find that a company that has 824 00:56:22,010 --> 00:56:29,260 two solutions has a two partners, like Genesys plus Zoom 825 00:56:29,260 --> 00:56:33,870 or some other context and a plus Teams. What looks 826 00:56:33,870 --> 00:56:38,090 like two separate solutions, really if you understand the technology 827 00:56:38,090 --> 00:56:41,440 behind how they're integrated, it may be tighter than somebody 828 00:56:41,440 --> 00:56:45,090 that looks like one solution. So you really have to 829 00:56:45,090 --> 00:56:47,730 scratch the surface, or I think the advice I would 830 00:56:47,730 --> 00:56:51,470 have is, make sure you sort of understand the genesis 831 00:56:51,470 --> 00:56:54,820 of the technology in each case and how well they 832 00:56:54,820 --> 00:56:59,440 integrate, what does integration mean with that particular solution? Does 833 00:56:59,440 --> 00:57:03,410 it mean four- digit dialing from you to somebody who's 834 00:57:03,410 --> 00:57:07,000 not in the contact center? Does it mean that something 835 00:57:07,000 --> 00:57:09,850 that you chat to somebody not in the contact center, 836 00:57:10,030 --> 00:57:12,980 can get captured in the contact center record? You want 837 00:57:12,980 --> 00:57:16,250 to ask those kinds of questions, it's less about whether 838 00:57:16,250 --> 00:57:23,210 it's one vendor, it's how the applications work together. Awesome. 839 00:57:24,260 --> 00:57:27,160 So unfortunately that is all the time we have today. 840 00:57:27,160 --> 00:57:29,080 I know that there are a handful of questions that 841 00:57:29,080 --> 00:57:31,210 we did not get to today, so do not fret, we 842 00:57:31,210 --> 00:57:33,420 will respond to you via email within the next few 843 00:57:33,420 --> 00:57:36,150 business days. However, if you are looking for more of 844 00:57:36,150 --> 00:57:38,120 a prompt response, you can always feel free to reach 845 00:57:38,120 --> 00:57:41,400 out to us at genesys. com, no caps or 846 00:57:41,400 --> 00:57:44,410 spaces, and we'll get back to you as quickly and 847 00:57:44,410 --> 00:57:48,490 promptly as we can. So with that being said, to 848 00:57:48,490 --> 00:57:52,260 wrap today. First off, I know that you're wanting additional 849 00:57:52,260 --> 00:57:55,080 information about today's topic, so be sure check out that 850 00:57:55,080 --> 00:57:59,240 resource list. That's going to have the 2021 Contact Center 851 00:57:59,240 --> 00:58:01,990 Buyer's Guide bundle that will give you additional information on 852 00:58:02,040 --> 00:58:05,650 all of the topics that we discussed today. In addition 853 00:58:05,650 --> 00:58:07,660 to that, I mentioned a survey that's going to show 854 00:58:07,660 --> 00:58:10,630 up at the end of today's presentation. We encourage you 855 00:58:10,630 --> 00:58:12,670 to fill that survey out, it shouldn't take you more 856 00:58:12,670 --> 00:58:14,840 than a couple of minutes, but we tailor all of 857 00:58:14,840 --> 00:58:17,790 these webinars and presentations to exactly what you want to 858 00:58:17,790 --> 00:58:21,040 hear and learn more about with respect to contact center technology. 859 00:58:21,290 --> 00:58:23,110 So go ahead and fill that out, and we'll be 860 00:58:23,110 --> 00:58:26,900 sure to incorporate that feedback into the future Genesys presentations 861 00:58:26,900 --> 00:58:31,520 and webinars. And also, Janelle mentioned if you want to 862 00:58:31,520 --> 00:58:34,400 learn more about Company Nurse, there is the Take A 863 00:58:34,400 --> 00:58:36,730 Moment Podcast as well as the Tech Talks in Twenty 864 00:58:36,730 --> 00:58:39,190 Podcast, so I encourage you to check that out on 865 00:58:39,190 --> 00:58:42,090 basically any podcast application that you listen, or you can 866 00:58:42,090 --> 00:58:46,750 check us out on Genesys. com/ podcasts. So with all 867 00:58:46,750 --> 00:58:50,320 that information being said, on behalf and Sheila, Janelle and 868 00:58:50,320 --> 00:58:52,770 the entire Genesys team, I want to thank you again 869 00:58:52,770 --> 00:58:57,410 for joining today's 2021 Contact Center Buyers Guide webinar. Until 870 00:58:57,410 --> 00:59:02,480 next time, have a good one, everyone. Thank you. Thank 871 00:59:02,480 --> 00:59:02,500 you.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kzXcQAI"] Meet the Speakers Sheila McGee Smith Founder and Principal Analyst McGee Smith Analytics Janelle Dieken Senior Vice President of Content Marketing Genesys Webinar Bytes 2021 Contact Center Buyers Guide Webinar [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMjYyNiUzRndlYmluYXJWaXNpYmxlJTNEZmFsc2UlMjZtb21lbnRJZHMlM0QxNjYwNyUyNm1vbWVudElkcyUzRDE2NjAyJTI2bW9tZW50SWRzJTNEMTY1OTUlMjZtb21lbnRJZHMlM0QxNjU5MCUyNm1vbWVudElkcyUzRDE2NTkzJTI2bW9tZW50SWRzJTNEMTY1OTElMjZtb21lbnRJZHMlM0QxNjYwNCUyMiUyMHdpZHRoJTNEJTIyMTAwJTI1JTIyJTIwaGVpZ2h0JTNEJTIyNDUwcHglMjIlMjBmcmFtZWJvcmRlciUzRCUyMjAlMjIlM0UlM0MlMkZpZnJhbWUlM0U=The technology landscape continues to evolve -- even as we move into a post-pandemic world. Keeping pace with the dramatic industry changes while balancing priorities, budget and resources is challenging -- but not impossible. Watch these webinar bytes as we analyze the top trends predicted for 2021 and provide some practical advice on navigating these changes in this new year and beyond. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Sheila McGee Smith Founder and Principal Analyst McGee Smith Analytics Janelle Dieken Senior Vice President of Content Marketing Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:05,720 As we moved into 2020, the predictions then were an 2 00:00:05,720 --> 00:00:12,240 increased need for digital engagement and ways that we could 3 00:00:12,240 --> 00:00:17,500 integrate digital engagement with live agents because just more and 4 00:00:17,500 --> 00:00:23,840 more were looking for those digital channels. Virtual bots, virtual 5 00:00:23,840 --> 00:00:28,840 agents, whatever we call them, intelligent virtual assistants, other types 6 00:00:28,840 --> 00:00:33,760 of artificial intelligence and machine learning, we're primarily in the 7 00:00:33,760 --> 00:00:38,270 investigation and early adopter phase. So there's some people trying 8 00:00:38,270 --> 00:00:41,540 it for small use cases, but it's still very early 9 00:00:41,540 --> 00:00:46,650 stages. The move to the cloud was increasingly being considered 10 00:00:46,650 --> 00:00:51,260 to be inevitable, but for a lot of companies it 11 00:00:51,260 --> 00:00:54,840 was still allowing for a one to three- year planning 12 00:00:54,840 --> 00:00:59,890 cycle, there was no immediacy around it. If you think 13 00:00:59,890 --> 00:01:03,420 about it, just a year ago UCaaS as a service and Contact 14 00:01:03,420 --> 00:01:07,670 Center as a service were generally considered to be separate 15 00:01:07,670 --> 00:01:11,850 decisions. Sometimes those were being made together, but more often 16 00:01:11,860 --> 00:01:16,100 than not those were separate decisions. When companies thought about 17 00:01:16,620 --> 00:01:23,790 APIs and platform features for their contact centers, those were 18 00:01:23,790 --> 00:01:29,170 considered possibilities that might become relevant in the future and 19 00:01:29,170 --> 00:01:32,630 were worthy of investigation, but it wasn't a, " Oh my 20 00:01:32,630 --> 00:01:35,090 gosh, what does my vendor have there?" Kind of a 21 00:01:35,090 --> 00:01:42,460 thing yet. As we then flash forward to 2021, and 22 00:01:42,460 --> 00:01:47,700 not to that but to 2021, what happened? What happened 23 00:01:47,700 --> 00:01:52,980 during 2020 is that the things that we were worried 24 00:01:52,980 --> 00:01:56,190 about, the things we were thinking about, didn't change as 25 00:01:56,190 --> 00:02:01,180 much as the immediacy changed. It was the timing, the 26 00:02:01,250 --> 00:02:05,420 urgency, that changed. So the same things are in the 27 00:02:05,420 --> 00:02:09,650 word cloud, but suddenly there's an increased need for digital 28 00:02:09,650 --> 00:02:14,360 engagement methods that are unified with voice agent capabilities, because 29 00:02:14,420 --> 00:02:19,000 of everyone, every business having to move to eCommerce, because 30 00:02:19,000 --> 00:02:24,540 of shelter- in- place orders sent agents home, kept people 31 00:02:24,540 --> 00:02:29,600 home and as we're seeing now in 2021, continues to 32 00:02:29,600 --> 00:02:35,950 cycle as geographic areas, as municipalities and countries come in 33 00:02:35,950 --> 00:02:37,890 and out of lockdown states. AppFoundry Webinar Meet 2021 call center KPIs with a CRM-hosted CTI [cutoff co_thick="2px"]Wednesday, January 6 @ 8 AM PT The right computer telephony integration (CTI) solution can help you exceed 2020 contact center KPIs — and get your performance on track for 2021. Empower your agents to efficiently serve customers and gain visibility into interactions for intelligent decision-making. With InGenius for the Genesys Cloud™ platform, you get features like screen pop, click-to-dial, automated call logging and call reports. Join us on January 6th to learn how CTI can: Drive agent productivity Improve customer satisfaction Monitor and measure agent performance Identify customer pain points [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001ky7iQAA"] Meet the Speaker Keith Berg General Manager, Contact Center Productivity Upland Software Monthly Demo See Genesys Cloud in action: Predictive Engagement [cutoff co_thick="2px"][webinarschedulesingle]Making sure customers get to where they need to be is vital. In this live demo of the Genesys CloudTM platform, you’ll see how predictive engagement can influence web customers, invoke digital chat and use voice when escalations are required. This demo also covers: Web interactions and Genesys web widgets Digital chatting with an option to escalate to voice, on demand Personal script pages and more [mktoform cta_header="REGISTER NOW!" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kzHZQAY"] Meet the Speakers Brad Forsythe Senior Strategic Sales Consultant Genesys JJ Earle-Henson Senior Strategic Sales Consultant Genesys AppFoundry Webinar How to keep up with complex and evolving reporting requirements [cutoff co_thick="2px"]Thursday, December 17 at 8 AM PT Whether you’ve recently migrated to the cloud or made the move a while ago, you’ve probably identified gaps in your reporting and analytics. And you’re probably wondering how to bridge those gaps from your previous platform — while meeting changing reporting requirements. This is particularly true for enterprise environments with multiple reporting tools like Salesforce, Zendesk and more. In this webinar, you’ll learn how getting the right data — in real time — improves your position in the market. Together, eMite and Genesys make post-migration reporting seamless.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kyzaQAA"] Meet the Speakers Lacey Emery National Director eMite Tyrel Jensen Senior Solutions Consultant eMite Genesys Webinar Genesys Innovations - Quarterly Webinar [webinarschedule][cutoff co_thick="2px"]65% of organizations will have shifted to digital first through automated operations and contactless experiences, as physical interactions become an amenity of the past, according to IDC. Change is inevitable but it doesn’t have to be hard. Creating the best customer experiences requires having the best solutions at your fingertips. Genesys continues to work hard to equip you with just that. Join us in this quarterly webinar to learn about our latest innovations and capabilities. Hear from Genesys product leaders about our latest enhancements across digital, artificial intelligence (AI), workforce engagement, analytics, inbound, outbound and more. You’ll also hear how Genesys is delivering new capabilities that support our vision of Experience as a Service. We’ll dive into how these new capabilities and features can benefit your business and customer experiences today no matter what solution or deployment you’re on. Register now for this webinar to learn about: How innovation drives Experience as a Service What’s new in Genesys Cloud and Genesys Engage with its multicloud architecture How these innovations can positively impact your business [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kyYZQAY"] Meet the Speakers Tejus Korde VP, Product Marketing Genesys Mike Szilagyi SVP, Product Management Genesys Tod Famous VP, Product Management Genesys AppFoundry Webinar Overcoming remote agent challenges with active voice biometrics [cutoff co_thick="2px"]Tuesday, December 8 at 8:00 AM PT Contact centers managers across all verticals want technology that not only streamlines remote agent productivity but also enhances security. One way to do this is with active voice biometrics authentication that occurs in an IVR — before a caller is even transferred to an agent. In this webinar, we’ll explore how implementing automation, self-service and robust security practices removes the burden on remote agents — especially for routine inquiries, transactions and interactions. LumenVox Active Voice Authentication is compatible with the Genesys Cloud™ platform and enables a quick, convenient and secure contact center authentication strategy that will decrease agent handle time and increase containment.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kz3cQAA"] Meet the Speaker Matt Whipple Senior VP, Voice Biometrics LumenVox Exclusive live demo webinar Take control of digital channels with predictive engagement [cutoff co_thick="2px"][webinarschedule]Website traffic is on the rise. So, prioritizing, engaging and personalizing every customer experience can be tricky. The right solution lets you monitor real-time web traffic to broaden customer journey data. And that means you can create experiences that drive business results in your contact center. In this live demo webinar, you’ll see how predictive capabilities give you the data needed to tailor customer experiences and drive results. The solution allows you to: Understand your customers Identify what your customers need to route to the best resources Know when to engage customers during their journeys on the most effective channel [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kxqXQAQ"] Meet the Speakers Richard McCrossan Digital AI Sales Lead Genesys Joe Ciuffo Director, Product Marketing Genesys AppFoundry Webinar How voice technology changes the customer experience [cutoff co_thick="2px"]DECEMBER 1 AT 8:00 AM PT Voice technology is transforming the customer experience in the contact center for the better. Gone are the days when voice wasn’t accurate enough or available in enough languages. Having accurate any-context speech recognition at the foundation of your automation technologies can enhance and change the way you operate your contact center. And that can empower you to deliver exceptional customer experiences. In this webinar, Piet Knight from Speechmatics explains how voice technology is the future of enhanced customer experiences — and why you should look to integrate voice technology into your workflow today.[mktoform cta_header="REGISTER NOW" cta_button="Register today!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kxvmQAA"] Meet the Speaker Pieter Knight Senior Executive Speechmatics Monthly Demo See Genesys Cloud in action: Accurately plan for 2021 with WEM [cutoff co_thick="2px"][webinarschedulesingle]Recognizing patterns from this year allows you to accurately plan for 2021. The artificial intelligence (AI)-powered forecasting engine in Genesys CloudTM Workforce Engagement Management capabilities uses seasonal, trend and stationary data to identify outliers and detect patterns. In this month’s Genesys Cloud demo, we’ll review everything you need to start 2021 on the right foot. We’ll discuss what forecasting is, why it’s important and, more importantly, how the Genesys AI-powered forecasting engine helps you prepare for what’s to come.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kyVaQAI"] Meet the Speaker Brad Forsythe Senior Strategic Sales Consultant Genesys AppFoundry Webinar Improve efficiency with AI and automation in 2021 [cutoff co_thick="2px"]Wednesday, November 18, 2020 at 8 AM PT Contact centers struggle with efficiency in the new normal of remote work. According to McKinsey, agents spend 19% of their time looking for answers or tracking down help. And admins waste time managing and updating resources. In 2021, improved contact center ROI is as simple as eliminating the unnecessary steps it takes to find answers and manage information. Join our panel of experts to find out on how automation and intelligent integrations can improve efficiency and drive ROI. You’ll learn how: Artificial intelligence (AI) changes how contact centers operate remotely Next-generation AI is transforming chat, messenger and voice Agent-assist technology can save teams valuable hours of work per week [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kyH9QAI"] Meet the Speakers Jim Whatton Vice President, Solution Consulting Genesys Dan Stoops Solutions Architect Genesys Sedarius Perrotta Head of Innovation Shelf Jeff Stroum Solutions Architect Shelf Demo Webinar Integrate Microsoft Teams with Genesys Cloud Simplify communication and collaboration for great customer experiences [cutoff co_thick="2px"][webinarschedule]With more employees working from home, businesses must adapt. Keeping employees connected and engaged is a challenge. This has led to an uptick in collaboration tools like Microsoft Teams. The Genesys CloudTM integration with Microsoft Teams lets employees collaborate and empowers them to deliver great customer experiences — from anywhere. In this on-demand demo, you’ll learn how a single collaboration interface can: Boost agent productivity Improve first-contact resolution Drive personalized experiences Build customer loyalty We’ll also highlight the native integration between Genesys Cloud and Microsoft Teams. And, for a limited time, you can get free integration of Microsoft Teams and the Genesys Cloud platform. Learn more.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kxdnQAA"] Meet the Speakers Chris Connolly Vice President, Solution Strategy Genesys Mike Ammerlaan Director, Product Marketing Microsoft 365 Ecosystem Trey Buck Senior Product Manager Genesys AppFoundry Webinar Enhance customer experience with improved audio performance [cutoff co_thick="2px"]NOVEMBER 4, 2020 AT 8AM PT Contact centers are transforming from their traditional agent structures, focusing on omnichannel and artificial intelligence (AI)-driven capabilities that improve customer satisfaction and loyalty. Still, voice continues to play an essential part in customer support, as most customers prefer the human interaction and feelings of empathy that AI don’t provide. Advanced headset technologies can improve both the customer experience and the well-being of contact center agents. In this webinar, we’ll cover the latest integration of EPOS headsets with the Genesys® PureConnect™ platform to learn the importance of active-noise cancellation in headsets. We’ll also dive into EPOS technologies like ActiveGard® and EPOS Manager to explore how these tools can help you manage, control and schedule software updates. Sign up for the webinar, “Enhance customer experience with improved audio performance” to learn how to create comfort and audio perfection in the hybrid workplace — and for remote workers.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kxCSQAY"] Meet the Speakers Jurate Beniulyte Head of Strategic Alliance EPOS Carsten Steffensen Global Technical Alliance Manager EPOS AppFoundry Webinar Reduce handle times and improve customer experience with instant video calls [cutoff co_thick="2px"]October 29, 2020 AT 8:00 AM PT Augmented reality (AR) video technology can empower agents to solve issues in half the time of traditional phone calls. Connect with customers instantly over video — without having to install an app or schedule a meeting. Whether you need to support a product, start an insurance claim or simply consult with remote patients, video can save time. Attend this webinar to learn how to implement video as a support channel and offer best-in-class support immediately. Video calls with your customers can reduce handle times and improve customer experience. See what your customer is seeing while using enhanced augmented reality (AR) features. Tethr It Now offers the fastest video connection for all devices through the Genesys CloudTM platform. After instantly connecting with your customers, your agents will have access to these features: AR live pointer AR picture capture AR annotations Co-browse capabilities Screen-share documents Ability to share/view photos taken on customer devices Ability to geolocate a device Three-way calling with another technical expert in your company Sign up now for the webinar to see why top companies choose video calling to provide best-in-class customer support.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kxCNQAY"] Meet the Speakers Sam Hampton CEO Tethr It Now James Richerson Principal Tethr It Now AppFoundry Webinar Maintain work-from-home productivity and compliance with remote monitoring [cutoff co_thick="2px"]October 22, 2020 AT 8:00 AM PT Contact centers managers must supervise agents to ensure productivity and engagement remain high — and that sensitive information is safe. But the shift to working from home has made this increasingly difficult. Agent Interact improves on-premises supervision and restores direct, visual monitoring of remote staff. It uses webcams and automated actions to deliver visual proof that team members are productive and adhering to compliance regulations — without taxing bandwidth. Agent Interact lets you: Protect sensitive data Maintain regulatory “clean desk” compliance Enhance productivity Enable team knowledge Facilitate onboarding Agent Interact is the only monitoring solution designed for global team supervision. It integrates with the Genesys Cloud™ platform and offers an alternative to Zoom and Google Meet.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kx9nQAA"] Meet the Speakers Matt Gabrielson President Trendzact John Dixon Client Success Trendzact Hui Wu-Curtis President/COO World Connection BPO Ian Roberts Director, Care Operations & Technology Quicken Analyst Webinar CCaaS in 2020: Trends informing the movement [cutoff co_thick="2px"][webinarschedule]Contact center as a service (CCaaS) has evolved into an essential part of every business. From enabling remote agents to facilitating cloud migration, to adding digital channels, there has been a push for flexibility, agility, scale and speed. The Integral Care of Travis County in Texas and Genesys are combining forces to lead the conversation on how a historically slow-to-change industry is evolving to meet customer and employee needs. Join guest speaker Art Schoeller, Vice President, Principal Analyst at Forrester Research, Sunila Levi, The CIO at The Integral Care of Travis County in Texas and Fernando Egea, Vice President, Strategic Solutions at Genesys to: Learn how the CCaaS landscape has changed Discover contact center solution buyer trends Hear considerations for moving your contact center to the cloud [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kxWNQAY"] Meet the Speakers Guest Speaker: Art Schoeller VP, Principal Analyst Serving Application Development & Delivery Professionals Forrester Research Guest Speaker: Sunila Levi Chief Information Officer Integral Care Fernando Egea VP, Strategic Solutions Genesys AppFoundry Webinar Reinventing speech synthesis for personalized CX and brand [cutoff co_thick="2px"]AppFoundry On-demand Webinar Conversational AI and contact center customer experience (CX) personalization are challenging the conventional approach to speech synthesis (text-to-speech). Your digital assistants and virtual agents are your brand ambassadors and it’s time to move beyond synthetic voices that are stuck in one style, monotonic, off-the-shelf or unbranded. Learn how groundbreaking Speechmorphing speech synthesis technology and solutions can help you build your brand and elevate your customer experience with personalization.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kwG3QAI"] Meet the Speaker Shing Pan VP Marketing and Business Development Speechmorphing Webinar Bytes 5 things to consider when building chatbots [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Keep your customers happy, avoid the avalanche of interactions across channels and lower your costs to serve by deploying chatbots as a powerful tool to answer rising expectations. Learn to create chatbots that improve the customer experience, instead of increasing customer frustration. Meet your customers on every channel, at any time, without driving up costs or overwhelming your agents. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Joe Ciuffo Product Marketing Director Genesys Torsten Moritz Service Owner Communication Systems Bosch Service Solutions [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,160 So maybe a short introduction, not about Bosch, I think 2 00:00:03,160 --> 00:00:07,610 you all are familiar with the company, most of you will have some dishwashers, 3 00:00:08,160 --> 00:00:12,430 other devices at your house. So Bosch is kind of a very huge company with multiple divisions. This is one of the reasons or one of 4 00:00:12,430 --> 00:00:28,080 the backgrounds we need to understand for our use cases. So one of the interesting story of Bosch is the amount 5 00:00:32,180 --> 00:00:54,010 of employees and what I outlined also, the amount of divisions we have. As it's on the first slide, I'm belonging to Bosch Service Solutions, which is an owned division. We are doing business process outsourcing, so we are on BPO provider for internal and external customers. So I 6 00:00:54,010 --> 00:00:57,240 wanted to give you the framework where we are working in and 7 00:00:57,240 --> 00:01:04,590 also how the Genesys platform fits into our business. So you're all familiar with 8 00:01:04,590 --> 00:01:07,930 Bosch so let's move over to my division, Bosch Service Solutions. I will then go over to the next slide, so Bosch Service Solutions started out of a called devices were 9 00:01:07,930 --> 00:01:41,589 delivered by Bosch and the missing part was the customer service. And out of this distribution become an a BPO provider, so the footprint is quite large. So the 10 00:01:41,589 --> 00:01:45,140 variety of different customers we have is quite big. So 11 00:01:47,310 --> 00:01:58,950 different countries, different divisions, different areas of consumer services, so 12 00:01:59,560 --> 00:02:07,130 that lead to a huge demand of diversity in our portfolio for our chatbots and other services we offer with the 13 00:02:07,130 --> 00:02:33,940 Genesys platform. So looking over to the different services we offer at our division, the area where we focus now with this webcast is the customer experience services. As you see different deliveries and they really, at the end, most likely covering all of your businesses, so we're doing a different 14 00:02:35,270 --> 00:02:38,730 business tenure but at the end, I think we're not 15 00:02:38,730 --> 00:02:42,070 BPO but we are covering most likely from the content, 16 00:02:42,070 --> 00:02:45,500 one of your businesses where you're from. So at the 17 00:02:45,500 --> 00:02:49,480 end, the things I'm trying to outline today are more 18 00:02:49,480 --> 00:02:52,880 general but it should be able for you to pick 19 00:02:52,880 --> 00:02:56,350 up or to reuse when you try to integrate both and 20 00:02:56,350 --> 00:03:00,899 be successful with this. One of the major topics next 21 00:03:00,899 --> 00:03:06,940 to the variety of areas is the amount of locations we're 22 00:03:06,940 --> 00:03:11,300 operating the Genesys platforms. On the bottom you can see 23 00:03:11,380 --> 00:03:15,880 a different location from our division and on 15 locations 24 00:03:16,510 --> 00:03:20,260 we're running the Genesys platforms. So out of this we have 25 00:03:20,890 --> 00:03:25,390 a huge demand of different requirements when it comes to 26 00:03:25,390 --> 00:03:41,740 legal requirements, local requirements and so on. The combination of these different source of have a huge impact on how we build up our platform and how we're pushed to deliver new functionalities and also adapt to the market. The name in our terms for the Genesys platform is Unified Communications platform and as 27 00:03:59,070 --> 00:04:20,840 I mentioned, 15 different locations all connected to one single platform and because of this customer demand, we're doing a lot of integrations to what's difference systems and also in distribution case, also different bot platforms. So I think that's kind of unique, most likely you will start with one bot and then try to build it up for your customers for this bot. In our case, we did multiple ones. AppFoundry Webinar Make quality and compliance certain, using AI, in a time of uncertainty [cutoff co_thick="2px"]Thursday October 1, 1:30 PM AEST (New South Wales) Managing a team has many moving parts, and the new COVID-19 norm of working from home has only increased these challenges. Delivering a great customer experience with remote agents takes a new level of clarity and insight to demystify the unknown. Revolutionary technology from Daisee provides automated analysis and insight of 100% of your customer interactions. It uses artificial intelligence (AI) and machine learning to automatically derive meaning within a conversation, accurately and in near-real time. Tune in to hear: How AI is being used to accurately automate the analysis of customer interactions How MYOB improved their sales effectiveness using Daisee and lifted CSAT and NPS scores How to apply automated quality assurance on every customer interaction with the Daisee App for Genesys Cloud Register now, and you'll also see the world’s first digital Programmable Scorecard™ from Daisee, and how it transforms 100% of your interaction data into action for your team.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kwG8QAI"] Meet the Speakers Richard Kimber CEO & Founder Daisee Steve Targus Contact Center Operations Manager MYOB MIT Analyst Webinar AI in the contact center: The promise, reality and future [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Companies across all industries are using artificial intelligence (AI) in the contact center to improve customer care, increase operational efficiency and enhance security. But how they’re going about it is changing rapidly. Join Claire Beatty, Editorial Director for International Markets at MIT Technology Review Insights; Janelle Dieken, Senior Vice President of Product Marketing at Genesys; and Aarde Cosseboom, Sr. Director of GMS Technology, Product and Analytics at fashion retailer TechStyle, to learn about the driving forces behind one brand’s vision and success. Get details on current AI use cases, challenges and trends — and see how the COVID-19 pandemic has changed the trajectory of AI in the contact center. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Claire Beatty Editorial Director for International Markets MIT Technology Review Insights Aarde Cosseboom Sr. Director of GMS Technology, Product, & Analytics TechStyle Janelle Dieken Senior Vice President, Product Marketing Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,340 So first of all, let me introduce you to the 2 00:00:03,340 --> 00:00:10,980 research that we will be presenting today. In December, 2019 3 00:00:10,980 --> 00:00:15,230 and January, 2020, we conducted a global survey of about 4 00:00:15,290 --> 00:00:19,810 1000 AI leaders, C level executives, heads of sales and 5 00:00:19,810 --> 00:00:23,330 marketing all across the world, so in Latin America, North 6 00:00:23,330 --> 00:00:27,280 America, Europe, the middle East and Africa and Asia Pacific. 7 00:00:27,570 --> 00:00:29,780 And the questions that we asked them are here on your screen. 8 00:00:29,780 --> 00:00:33,620 So what is the status of AI adoption globally? And 9 00:00:33,620 --> 00:00:36,730 what are the leading use cases? What are the benefits 10 00:00:36,730 --> 00:00:39,830 that companies are seeing through AI adoption so far and 11 00:00:40,250 --> 00:00:43,430 what are some of the obstacles? And then lastly, the idea of 12 00:00:43,470 --> 00:00:47,020 data sharing. So how are companies looking at the data sets that 13 00:00:47,020 --> 00:00:50,950 they have thinking about the potential benefits that could be 14 00:00:50,950 --> 00:00:54,990 gained if they share that data with third parties and 15 00:00:54,990 --> 00:00:56,490 what would it mean? What would they need to see 16 00:00:56,490 --> 00:00:58,880 in order to jump into this new world of data 17 00:00:58,880 --> 00:01:03,280 sharing? So with that, let me dive straight into some 18 00:01:03,280 --> 00:01:07,740 of the results of the survey. So the headline finding 19 00:01:07,740 --> 00:01:12,030 is that of the large companies that we surveyed, by 20 00:01:12,030 --> 00:01:16,360 the end of 2019 about 87% said that they were 21 00:01:16,360 --> 00:01:20,620 using AI somewhere in their business operations and the chart 22 00:01:20,900 --> 00:01:25,120 that's on your slide here shows the industries that are 23 00:01:25,140 --> 00:01:29,789 perhaps furthest ahead in this AI journey. And we see 24 00:01:29,789 --> 00:01:35,730 that financial services has really high expectations of AI. The 25 00:01:35,730 --> 00:01:39,740 question is within three years, approximately what percentage of your 26 00:01:39,740 --> 00:01:43,700 business processes will use AI? So you can see financial 27 00:01:43,700 --> 00:01:47,480 services is the furthest ahead. And they just have so 28 00:01:47,480 --> 00:01:53,180 many use cases from customer processes to back office operations, 29 00:01:53,480 --> 00:01:58,730 to risk management, to portfolio management, to cybersecurity. So they're 30 00:01:58,730 --> 00:02:07,840 actually very mature in using AI in the business. So 31 00:02:07,840 --> 00:02:14,240 next we looked at what are the largest AI use 32 00:02:14,240 --> 00:02:19,130 cases globally. And we saw the lead finding is that 33 00:02:19,300 --> 00:02:23,950 quality control followed by customer care and support and cybersecurity 34 00:02:23,950 --> 00:02:29,360 are the leading use cases globally. And if we think 35 00:02:29,360 --> 00:02:34,410 about quality control, there are just so many different ways 36 00:02:35,050 --> 00:02:37,730 that might look like depending on what industry you're in, whether you're in 37 00:02:38,700 --> 00:02:42,770 pharma or manufacturing, you might be using a different array 38 00:02:42,820 --> 00:02:46,270 of AI technologies for that use case, but that is 39 00:02:46,270 --> 00:02:47,360 the leading use case Webinar Bytes Unlock the transformative power of AI for contact centers Deliver 24/7 customer support with bots for CX sustainability We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMTkxMyUzRndlYmluYXJWaXNpYmxlJTNEZmFsc2UlMjZtb21lbnRJZHMlM0QxMTQ0OSUyNm1vbWVudElkcyUzRDExNDUxJTI2bW9tZW50SWRzJTNEMTE0NjAlMjZtb21lbnRJZHMlM0QxMTQ1MyUyNm1vbWVudElkcyUzRDExNDU1JTI2bW9tZW50SWRzJTNEMTE0NTglMjIlMjB3aWR0aCUzRCUyMjEwMCUyNSUyMiUyMGhlaWdodCUzRCUyMjQ1MHB4JTIyJTIwZnJhbWVib3JkZXIlM0QlMjIwJTIyJTNFJTNDJTJGaWZyYW1lJTNFJTBBJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwOffering 24/7 customer support is more important than ever during these uncertain times. Fortunately, artificial intelligence (AI) is poised to transform contact centers and improve customer experience — without compromising operational efficiency. It can empower leading brands to make customers happier and increase customer lifetime value. Yet, a 2020 IDC research shows that less than 10% of customer interactions occur via virtual agents. And only one-third of the organizations surveyed were prepared to enable a remote contact center workforce when COVID-19 stay-at-home mandates were issued. Join IDC, Google Cloud and Genesys panelists as they discuss how AI-powered chatbots and voicebots can achieve customer experience sustainability. Watch the full webinar by clicking this link.[cutoff] Meet the Speakers Antony Passemard Guest Speaker Applied Conversational AI and CCAI Lead Google Cloud Ritu Jyoti Guest Speaker Program Vice President, Artificial Intelligence IDC Chris Connolly Vice President, Solution Strategy Genesys [cutoff]1 00:00:00,000 --> 00:00:02,830 we're going to look at some Insights from IDC, what the world 2 00:00:02,830 --> 00:00:05,750 looks like today, and really looking at how we unlock 3 00:00:05,750 --> 00:00:10,000 the power of artificial intelligence, and apply that in in 4 00:00:10,000 --> 00:00:14,540 Contact Center specifically. We're also going to have a panel discussion and please 5 00:00:14,540 --> 00:00:16,520 feel free to ask us questions now, or if you've 6 00:00:16,670 --> 00:00:18,770 got something that's on your mind, put under the Q& 7 00:00:18,770 --> 00:00:20,520 A window, because we're going to get to it very, 8 00:00:20,520 --> 00:00:23,780 very soon. We also want to talk about some of the things that 9 00:00:23,780 --> 00:00:26,690 you can do right away to improve your customer experience 10 00:00:26,760 --> 00:00:30,490 using artificial intelligence. As per our research across most industries, 11 00:00:30,690 --> 00:00:34,350 brands of all sizes have started to push heavily towards 12 00:00:34,390 --> 00:00:38,660 increased automation in their customer service, as well as employee 13 00:00:38,660 --> 00:00:47,340 self- service, sales, marketing, human resources, IT help desk. You might wonder, "What has really changed?" Most 14 00:00:47,370 --> 00:00:50,740 of these brands are now looking for conversational AI as one 15 00:00:50,740 --> 00:00:55,220 of the key drivers for that automation. And as conversational 16 00:00:55,420 --> 00:00:59,650 AI allows brands to use natural language processing and machine 17 00:00:59,650 --> 00:01:03,590 learning- based tools, to support both their customers and the 18 00:01:03,590 --> 00:01:10,510 agents who support these customers. And the conversational AI chatbots and voicebots, 19 00:01:10,980 --> 00:01:14,490 they're more sophisticated these days. But before I move on 20 00:01:14,490 --> 00:01:16,670 to the next slide, another very interesting stat that I 21 00:01:16,670 --> 00:01:19,470 want to share here is that we spend a lot 22 00:01:19,470 --> 00:01:21,800 of time talking to the end users and don't worry, 23 00:01:21,800 --> 00:01:25,490 there's still research as well, that what is really coming 24 00:01:25,490 --> 00:01:28,190 up and shaping up in addition to just the voicebots 25 00:01:28,190 --> 00:01:33,280 and chatbots is the computer vision effect to it. The computer vision 26 00:01:33,280 --> 00:01:37,420 has become more mature with image recognition achieving significant improvements. 27 00:01:37,530 --> 00:01:41,320 Thanks to deep learning techniques, computer vision, and CRM is 28 00:01:41,320 --> 00:01:45,050 very early stage. I guess, again, coming back to current 29 00:01:45,400 --> 00:01:51,270 times and the research that you've seen, how will the Contact Centers adapt in to the modern world and 30 00:01:51,270 --> 00:01:58,260 the things that are going on today? Absolutely. It's not an easy thing, but I always love 31 00:01:58,260 --> 00:02:01,130 to say this, " There's no choice." Customers have to do 32 00:02:01,130 --> 00:02:05,910 this in order to be innovative, providing, improving on the 33 00:02:05,910 --> 00:02:09,730 customer experience, but at the same time, not compromising on 34 00:02:09,730 --> 00:02:12,650 the operational efficiency. And it's a great balance that customers 35 00:02:12,650 --> 00:02:16,490 need to do. I was going to say, the business driver, what we're seeing is, now 36 00:02:16,490 --> 00:02:20,400 the customer will come and first think about operational efficiency, cost reduction 37 00:02:20,400 --> 00:02:22,710 are the first thing they have in mind. But the 38 00:02:22,740 --> 00:02:26,590 reality is, when you start doing a Contact Center and 39 00:02:26,590 --> 00:02:29,730 put Contact Center AI in your Contact Center, you're really 40 00:02:29,730 --> 00:02:33,280 transforming your customer experience across all channels. And the business 41 00:02:33,280 --> 00:02:36,560 drivers to provide a coherent experience when you're on chat, 42 00:02:36,610 --> 00:02:38,390 when you're on voice, when you're on your web, or 43 00:02:38,390 --> 00:02:42,730 your mobile app, where the engine behind it, the AI 44 00:02:42,730 --> 00:02:46,070 behind is able to manage across those channels, switch channels, understand 45 00:02:46,480 --> 00:02:49,170 what was said, the context, the past history, et cetera, 46 00:02:49,350 --> 00:02:53,850 and provide you a unique voice for the company to 47 00:02:53,850 --> 00:02:57,730 that customer or that user, if talk about organizations. I 48 00:02:57,730 --> 00:03:01,090 want to maybe echo something that you said there, about providing 49 00:03:01,760 --> 00:03:05,510 empathetic customer experiences. And now more than ever, I feel 50 00:03:05,510 --> 00:03:08,200 like we need to have empathy for our fellow human. 51 00:03:08,230 --> 00:03:12,060 We're all going through something we know this is a generational thing. 52 00:03:12,670 --> 00:03:16,600 Something we haven't seen in many generations. So, what we're 53 00:03:16,860 --> 00:03:23,140 experiencing now is different, but crisis creates opportunity. And we're 54 00:03:23,140 --> 00:03:26,810 also seeing that this is actually being a bit of 55 00:03:26,810 --> 00:03:29,800 a non dialogue, as you said, Ritu, to some of 56 00:03:29,800 --> 00:03:36,790 the applications of AI. I An Agent Assist as you 57 00:03:36,790 --> 00:03:39,150 said, is a little newer in it's technology, but it's 58 00:03:39,150 --> 00:03:42,570 really a breakthrough that's been enabled by the advent of 59 00:03:42,570 --> 00:03:45,170 voice and speech to text in particular, speech to text 60 00:03:45,260 --> 00:03:52,170 technologies. Google has a long history of trying to understand 61 00:03:52,170 --> 00:03:55,830 speech either through understanding YouTube videos, to be able to 62 00:03:55,830 --> 00:03:59,610 search them and remove hate speech in YouTube videos. Either 63 00:03:59,610 --> 00:04:03,090 through a Google Home Assistant, and understand all the requests 64 00:04:03,090 --> 00:04:05,930 from users, that's millions and millions of requests every year. 65 00:04:07,530 --> 00:04:12,360 And also through transcription of voice messages on phone. You 66 00:04:12,360 --> 00:04:16,080 have Google voice and you can do your voicemail transcription. 67 00:04:16,080 --> 00:04:19,380 Genesys has some artificial intelligence technology on its own with something 68 00:04:19,380 --> 00:04:22,110 we call Predictive Web Engagement, that allows you to engage 69 00:04:22,110 --> 00:04:25,140 customers based on all of the data that we know 70 00:04:25,140 --> 00:04:27,430 and drive them to an experience that is very best 71 00:04:27,430 --> 00:04:32,620 for them. Sometimes that's a human. Sometimes that's a piece of content. Other times that's a 72 00:04:32,620 --> 00:04:36,600 bot. And using that upfront decision logic in an orchestration, 73 00:04:36,770 --> 00:04:40,410 we can really optimize that end to end customer experience 74 00:04:40,570 --> 00:04:42,930 and bring in the technology at the right time. Monthly Demo See Genesys Cloud in action: Level up employee engagement with gamification [cutoff co_thick="2px"][webinarschedulesingle]Competition, collaboration, achievement and recognition can all be natural motivators. When used in the contact center, gamification tools zero in on these intrinsic motivations, focusing on agent behavior and playing to specific strengths. Plus, gamification tools are intuitive and easy to use — you can install and use them in a matter of days. Join us for the upcoming Genesys Cloud Demo, where we walk through using gamification in the call center. See how these tools work for agents and team leads. Learn how to boost customer experience and employee satisfaction with gamification tools.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kwsXQAQ"] Meet the Speakers Brad Forsythe Senior Strategic Sales Consultant Genesys JJ Earle-Henson Senior Strategic Sales Consultant Genesys Analyst Webinar Top five ways to prepare your contact center for a post-pandemic world [cutoff co_thick="2px"][webinarschedule]Recent months have been about survival. But now, it’s time to look at how to further optimize your contact center for everything that comes next. Join Ken Landoline, Principal Analyst of Customer Engagement at Omdia, and Jason Alley, Senior Director of Product Marketing at Genesys, to learn how you can optimize your call center technology and build high-performance teams — whether they’re working from home, in the office or a mix of both. You’ll walk away empowered to take your contact center to the next stage and you’ll gain a deeper understanding in how to: Optimize your business processes and foster greater collaboration across remote and in-office teams Build high-performing teams with tools that deliver exceptional experiences across all channels Set up your teams for success with better performance management and coaching [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kwN9QAI"] Meet the Speakers Jason Alley Senior Director, Product Marketing Genesys Ken Landoline Principal Analyst, Customer Engagement Omdia AppFoundry Webinar A look at voice biometrics and why you should care [cutoff co_thick="2px"]Customers expect good service that predicts their needs and delivers on their expectations. And they look to contact center agents for answers. But those agents need to be sure they're speaking with the actual customer they should be speaking with — over the phone. This makes fraud reduction a top priority — and this is where voice biometrics comes in. As major financial institutions, healthcare providers and government agencies turn to active voice authentication to verify claimed identities over vulnerable voice channels, the growth of voice biometrics is exponential. Join us on Tuesday, September 22, 2020 at 8 AM PT, for a webinar that explores the world of voice. Learn what makes voice biometrics so user-friendly, verticals of adoption, compatibility with the Genesys Cloud™ platform, sales tactics and available resources. With LumenVox Active Voice Authentication technology, ensure you are providing a quick, convenient and secure authentication strategy to make your customers' contact center shine.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kwFyQAI"] Meet the Speaker Matt Whipple Senior VP, Voice Biometrics LumenVox On-Demand Webinar Game on: Engage your at-home workforce [cutoff co_thick="2px"][webinarschedulesingle]Now more than ever, you need the right tools to adapt to change, manage your workforce and keep employee morale and productivity high. Join us as we kick off the Genesys gamification enablement series and learn how to get the most out of Genesys Cloud Workforce Engagement Management (WEM). Challenge yourself to up-level your operations, employee engagement and customer satisfaction. Hear from Genesys experts and customers on how to: Take advantage of the advanced (WEM) tools in Genesys Cloud Motivate your remote employees and boost performance by introducing gamification Earn GCAP points and badges through the Genesys Gamification Event Series Use the Genesys Community to get answers, access the latest resources and connect with peers to discuss everything WEM To take full advantage of all WEM has to offer, learn more about our 60-day free trial.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kwDxQAI"] Meet the Speakers Merijn te Booij Genesys Cloud General Manager, Employee Engagement Solutions Genesys Pascal Leclerc Director, Solutions Genesys Marcela Areiza Product Marketing Manager Genesys AppFoundry Webinar How to turbocharge your employee experience with data-led gamification [cutoff co_thick="2px"]Thursday, September 3, 2020 at 8 AM PDT With so many people working from home, it’s more important than ever to turbocharge your employee experience. Your business must produce repeatable and consistent customer experiences even as employee needs and customer demands continue to grow and change exponentially. Engaging your agents means building a culture of the right governance, affinity and connectedness. Attend this webcast to see how the Datagamz solution combines the science of actionable insights and gamification to bridge the gaps between employee experience and customer experience. You'll learn how to: Use Datagamz Analytics tool to draw actionable insights and identify gaps between employee and customer experience Deliver great customer experience by maintaining employee experience using gamification techniques Maintain agent and management connectedness using Datagamz TV broadcasts and game narratives [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t9i0QAA"] Meet the Speakers Kunal Rahalkar CEO Datagamz Nadine Power Head of Product Engineering Datagamz Demo Webinar [this_page_title] [webinarschedulesingle][cutoff co_thick="2px"]It’s estimated that by 2022, there will be 28.5% more real-time interactions than there are today. The only way for many businesses to manage this is with modern technology. Bridge the service gap with bots to automate basic tasks and ease the burden on agents, and you’ll handle more interactions without sacrificing customer experience. Artificial intelligence (AI)-powered chatbots let your business connect with customers at exactly the right time. So, callers can use self-service for simple issues and your agents are freed up to handle more complex interactions. In our August Genesys CloudTM Demo, you’ll see the new Genesys Dialog Engine. Learn how bots are managed in Genesys Cloud and how they integrate with other systems. Plus, we’ll build a bot, test it and publish it in real time. Join us to see how Genesys Cloud prepares you for the future.[mktoform cta_header="REGISTER NOW!" cta_button="Register Now" cms_hold="RG" cid_id="7011T000001kvmXQAQ"] Meet the Speaker JJ Earle-Henson Sr. Strategic Sales Consultant Genesys Innovations Webinar Genesys innovations — what’s new [cutoff co_thick="2px"]To create the best customer experiences you need the best solutions. Genesys continues to innovate across digital, artificial intelligence (AI), workforce engagement, analytics, inbound, and outbound to give you more. Join Genesys product leaders for a quarterly webinar to learn about recent innovations and capabilities. They’ll dive into how these new capabilities and features can benefit your business and customer experiences — no matter what solution you use. Register now for this webinar to learn: What’s new in the Genesys CloudTM and Genesys EngageTM solutions How these innovations benefit your business The Genesys innovation strategy and what’s to come [webinarschedule] Plan ahead with our short agenda: General session: Key capabilities and innovations – Janelle Dieken, SVP, Product Marketing Solutions breakouts (held concurrently after general session) Genesys Cloud spotlight – Mike Szilagyi, SVP, Product Management Genesys Engage spotlight – Tod Famous, VP, Product Management, Genesys Engage [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" form_p_target="custom" cms_hold="RG" cid_id="7011T000001t9j3QAA" url="https://www.genesys.com/webinars/genesys-innovations-whats-new-thank-you-page"] Meet the Speakers Janelle Dieken SVP, Solutions and Product Marketing Genesys Mike Szilagyi SVP, Product Management Genesys Tod Famous VP Product Management, Engage Genesys AppFoundry Webinar Using data to drive agent performance [cutoff co_thick="2px"]Wednesday, August 26, 2020 at 8 AM PDT The novel coronavirus pandemic turned our world upside down. And you likely had to execute a quick, emergency plan to get your contact center agents the technology and resources necessary to work from home. Now that employees are settled into this new working dynamic, it’s time to measure performance. In the contact center, better agent performance leads to agent satisfaction — and that, ultimately, improves the customer experience. Agent scorecards give your managers and team leaders the performance insights they need – without the grind of manually pulling together the data. In this webinar, you’ll learn which data points to measure to gauge agent performance. Join us on August 26th to find out how the Brightmetrics Agent Balanced Scorecard helps you save time pulling the most useful data to improve your agents’ performance.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t9aaQAA"] Meet the Speaker Matt Beatty EVP of Sales and Marketing Brightmetrics On-Demand Webinar The psychology of motivating contact center employees [cutoff co_thick="2px"][webinarschedulesingle]There has been a lot of compelling research that explores the ties between psychology and the effects of employee recognition on business results. Now you can use technology to put that research into action for your contact center. In this webinar, you’ll learn: What the latest psychological research says about motivating your contact center employees What demotivates employees more than anything else How to use contact center technology to keep employees engaged and motivated through gamification and regular recognition [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001t94oQAA"] Meet the Speakers Randy Carter Product Marketing Architect Genesys Pascal Leclerc Director, Solutions Genesys Frank Pettinato CEO Avantive Solutions [this_page_title] [cutoff co_thick="2px"]Part of what keeps your brand on top is the technology stack you've built to deliver on your company's customer service experience. But if that tech stack is lacking a clear path to cloud built with proprietary systems, locked into single-vendor solutions, propped up by forklift upgrades it will not meet the challenges of today's dynamic service environment. In this keynote session, John Hernandez will share insights from top brands who have found security in flexibility. Follow their unique multicloud paths to contact center software deployments that improve customer experience and workforce engagement. You'll walk away with clear options to bring flexibility and control to your technology stack.[mktoform cta_header="Watch the keynote" cta_button="Watch on-demand now" cms_hold="RG" cid_id="7011T000001kwZoQAI"] Meet the Speaker John Hernandez SVP and General Manager, Genesys Engage On-Demand Webinar Straight talk on end of support Expert advice on your contact center options [cutoff co_thick="2px"][webinarschedulesingle]If the technology that powers your contact center is nearing End of Manufacturer Support (EoMS), this will likely change the way you operate. It’s an opportunity to review your on-premises vs. cloud strategy, address security and compliance risk, and gain flexibility and resiliency to deal with unexpected business disruptions like Covid-19. Join independent industry consultant Steve Leaden, Founder and President, Leaden Associates, Inc and Fernando Egea, Vice President, Sales Strategy at Genesys to hear straight talk on what you need to know now to: Evaluate your options Imagine what’s possible Assess your current state Define a realistic path to close the gap and achieve measurable results [mktoform cta_header="Explore your options" cta_button="Watch Now" cms_hold="RG" cid_id="7011T000001t9LpQAI"] Meet the Speakers Steve Leaden Founder and President Leaden Associates, Inc. Fernando Egea Vice President, Sales Strategy Genesys Monthly Demo See Genesys Cloud in action: Salesforce Integrations [cutoff co_thick="2px"][webinarschedulesingle]Give your agents the CRM database information they need to serve your customers – without having to move between applications. Eliminate the time spent changing from one application to another during an interaction that frustrates customers and puts you and your agents in a tough spot. With the Genesys CloudTM solution, you can easily integrate with third-party applications like Salesforce so agents can reference customer information in the middle of an interaction — without leaving the platform. During the July Genesys Cloud demo, learn more about the Salesforce integration, including: How to embed Genesys Cloud into Salesforce Screen-pop cases based on an IVR selection Logging new records into Salesforce or combining them with existing records Creating cases upon receipt of a customer email How to integrate with Salesforce Einstein (AI) for keyword FAQs from webchat interactions [mktoform cta_header="WATCH NOW" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001t9B1QAI"] Meet the Speaker Brad Forsythe Senior Strategic Sales Consultant Genesys Analyst Webinar Unlock the transformative power of AI for contact centers Deliver 24/7 customer support with bots for CX sustainability [cutoff co_thick="2px"][webinarschedule]Offering 24/7 customer support is more important than ever during these uncertain times. Fortunately, artificial intelligence (AI) is poised to transform contact centers and improve customer experience — without compromising operational efficiency. It can empower leading brands to make customers happier and increase customer lifetime value. Yet, a 2020 IDC research shows that less than 10% of customer interactions occur via virtual agents. And only one-third of the organizations surveyed were prepared to enable a remote contact center workforce when COVID-19 stay-at-home mandates were issued. Join IDC, Google Cloud and Genesys panelists as they discuss how AI-powered chatbots and voicebots can achieve customer experience sustainability. You’ll also learn: Top three actions to improve the customer experience Primary business drivers and measured benefits of using AI for customer service How contact center AI can increase customer satisfaction, empower human agents and augment business insights [cutoff co_thick="2px"]1 00:00:05,040 --> 00:00:08,530 Good morning, evening, and afternoon everyone. This is Josh Reed 2 00:00:08,530 --> 00:00:11,010 from the digital events team here at Genesys, and let me be 3 00:00:11,010 --> 00:00:14,400 the first to welcome you all to today's webcast, Unlock 4 00:00:14,400 --> 00:00:18,810 the Transformative Power of AI for Contact Centers. As we 5 00:00:18,810 --> 00:00:20,510 always do, we're going to start off with a couple 6 00:00:20,510 --> 00:00:23,690 of brief housekeeping items. First off, if you experience any 7 00:00:23,690 --> 00:00:27,040 problems with viewing or listening to today's webcast, refresh your 8 00:00:27,040 --> 00:00:28,730 browser and make sure that it's up to date to 9 00:00:28,730 --> 00:00:33,090 support HTML5, as it usually fixes any console issues. Also, 10 00:00:33,090 --> 00:00:35,480 if you're having trouble seeing any of the windows, either 11 00:00:35,480 --> 00:00:38,070 the slide window or the webcam window, you can enlarge 12 00:00:38,070 --> 00:00:41,240 that window by dragging one of the corners and enlarging 13 00:00:41,240 --> 00:00:45,380 them in real time. And please note that this is an interactive 14 00:00:45,380 --> 00:00:48,650 experience between you and our three panelists today. Feel free 15 00:00:48,650 --> 00:00:51,180 to throw questions into the Q&A window, and we'll answer as 16 00:00:51,180 --> 00:00:53,830 many as we can at the end of our presentation 17 00:00:53,830 --> 00:00:57,920 today. However, sometimes as it does, if time gets away 18 00:00:57,920 --> 00:01:00,120 from us and we aren't able to read your question 19 00:01:00,120 --> 00:01:03,630 aloud during our live Q& A, will actually follow up 20 00:01:03,630 --> 00:01:05,990 with you via email within the next few business days. 21 00:01:07,280 --> 00:01:09,750 And also note, if you have to jump early or 22 00:01:09,820 --> 00:01:11,870 for any reason you feel like you're running out of 23 00:01:11,870 --> 00:01:14,870 time, don't worry. We actually are recording this. You'll receive 24 00:01:14,870 --> 00:01:18,410 an on- demand recording link via ON24 within the next few 25 00:01:18,410 --> 00:01:22,240 business days. So just be on the lookout for that. And also, 26 00:01:22,240 --> 00:01:26,050 we have a resource list here below the Q&A window. You 27 00:01:26,050 --> 00:01:28,950 can actually access those resources at any time during the 28 00:01:28,950 --> 00:01:30,740 webcast. It will open up in a new tab in 29 00:01:30,740 --> 00:01:32,500 your browser, and they won't take you away from the 30 00:01:32,500 --> 00:01:36,640 webcast. But these resources expand on today's topic of AI 31 00:01:36,640 --> 00:01:40,700 in Contact Centers. Also, we encourage you to participate in 32 00:01:40,700 --> 00:01:43,930 our brief survey. That's the last icon on the left of 33 00:01:43,930 --> 00:01:46,230 your widget bar. We'd love to collect your feedback on 34 00:01:46,230 --> 00:01:49,280 today's presentation so that we can tailor these webcasts to 35 00:01:49,280 --> 00:01:53,240 what you want to hear in the future. And as I 36 00:01:53,240 --> 00:01:56,470 always say, short and sweet. Today, we have three excellent 37 00:01:56,470 --> 00:02:00,430 presenters excited to discuss how AI- powered chatbots and voicebots can 38 00:02:00,430 --> 00:02:04,150 achieve customer experience sustainability. With that being said, I'm actually 39 00:02:04,150 --> 00:02:06,400 going to hand things off to our moderator today, Chris 40 00:02:06,400 --> 00:02:09,910 Connolly. Chris, the floor is yours. Thanks, Josh. And good 41 00:02:09,910 --> 00:02:13,390 morning, good afternoon, good evening, wherever you are in the world. We've got a pretty exciting agenda that we're 42 00:02:15,110 --> 00:02:17,020 going to share with you today. But first, I want 43 00:02:17,020 --> 00:02:22,090 to introduce some of our speakers. You might have met them before. If not, you're going to hear from them today. First 44 00:02:22,090 --> 00:02:27,870 is, Antony Passemard. He's the Head of Applied Conversational AI at 45 00:02:28,200 --> 00:02:33,440 Google, looking after Contact Center AI. He's presented with us before, and we're 46 00:02:33,540 --> 00:02:36,830 very lucky to have him back today to talk about some the innovations and 47 00:02:36,830 --> 00:02:45,510 evolutions of this space. Including that is, Ritu Jyoti, who's the Vice President of Artificial Research 48 00:02:45,570 --> 00:02:49,580 at IDC. Welcome, both of you. And myself, Chris Connolly, 49 00:02:49,930 --> 00:02:54,060 Vice President of Product Marketing here at Genesys. If we're looking at 50 00:02:54,060 --> 00:02:58,060 our agenda, we're going to look at some Insights from IDC, what the 51 00:02:58,060 --> 00:03:00,820 world looks like today, and really looking at how we 52 00:03:00,840 --> 00:03:05,500 unlock the power of artificial intelligence, and apply that in in 53 00:03:05,500 --> 00:03:10,280 Contact Center specifically. We're also going to have a panel discussion and please feel 54 00:03:10,280 --> 00:03:12,430 free to ask us questions now, or if you've got something 55 00:03:12,430 --> 00:03:15,170 that's on your mind, put under the Q& A window, because 56 00:03:15,170 --> 00:03:17,440 we're going to get to it very, very soon. We 57 00:03:17,440 --> 00:03:20,510 also want to talk about some of the things that you can do right away 58 00:03:20,510 --> 00:03:24,530 to improve your customer experience using artificial intelligence. And we're going to 59 00:03:24,530 --> 00:03:27,390 recap on some of the key takeaways from the research, and some of the 60 00:03:27,960 --> 00:03:31,610 experience from Genesys and Google in implementing this technology in the 61 00:03:31,610 --> 00:03:34,090 real world. And then lastly, we want to hear from 62 00:03:34,090 --> 00:03:37,610 you. So, if there are any questions, please, as Josh 63 00:03:37,610 --> 00:03:52,600 said, put them in the Q&A window, we will get to them live. So with that, thanks for kicking off. And I'm going to head over to Ritu Jyoti from IDC. Welcome, Ritu. Thank you, Chris. Hello, everyone. Pleasure to be 64 00:03:52,600 --> 00:03:57,650 a part of this webinar today. Before we delve into some cool 65 00:03:57,720 --> 00:04:00,840 insights that we got from a joint study we did 66 00:04:00,840 --> 00:04:04,950 together earlier this year in May 2020, let me first level 67 00:04:04,950 --> 00:04:08,640 set the stage here. We all know today that customers no 68 00:04:08,640 --> 00:04:13,240 longer base their loyalty on price or product. Instead, they 69 00:04:13,240 --> 00:04:16,520 stay loyal with companies due to the experience they receive. Customer 70 00:04:17,620 --> 00:04:22,360 experience has fast become a top priority for businesses, and 71 00:04:22,360 --> 00:04:26,530 often 24 by seven customer support is more important than ever, 72 00:04:27,040 --> 00:04:31,250 especially during these uncertain times. As per our research across 73 00:04:31,240 --> 00:04:35,300 most industries, brands of all sizes have started to push 74 00:04:35,330 --> 00:04:39,950 heavily towards increased automation in their customer service, as well as 75 00:04:39,950 --> 00:04:47,810 employee self- service, sales, marketing, human resources, IT help desk. You might wonder, "What has really changed?" 76 00:04:48,680 --> 00:04:52,460 Most of these brands are now looking for conversational AI as one 77 00:04:52,460 --> 00:04:57,880 of the key drivers for that automation. And as conversational AI allows 78 00:04:57,880 --> 00:05:02,020 brands to use natural language processing and machine learning- based 79 00:05:02,060 --> 00:05:06,560 tools, to support both their customers and the agents who support these 80 00:05:06,910 --> 00:05:14,700 customers. And the conversational AI chatbots and voicebots, they're more sophisticated 81 00:05:14,800 --> 00:05:20,480 these days. They incorporate bias and explainability, and exploit natural language for general 82 00:05:20,850 --> 00:05:24,860 question and answer capability. What we did earlier this year 83 00:05:24,860 --> 00:05:28,230 is that we run a joint study, and the study was 84 00:05:28,230 --> 00:05:32,960 focused on understanding what is the value of Contact Center AI. And for 85 00:05:33,260 --> 00:05:36,670 the suggested study, we wanted to validate the benefits of 86 00:05:36,670 --> 00:05:40,800 Contact Center AI in enterprises, what's the business ROI, What 87 00:05:40,800 --> 00:05:47,920 is the improved customer experience metric? How does it help the customer service agent 88 00:05:47,920 --> 00:05:51,410 efficiency? And before I get into the stack, let me just 89 00:05:51,410 --> 00:05:54,180 quickly walk you through some of the demographics of this study. 90 00:05:55,220 --> 00:05:59,850 We run a global study, it constitutes about 407 organizations worldwide. 50% were from 91 00:05:59,850 --> 00:06:06,020 U. S. and Canada, 25% they're from France and UK, and the 92 00:06:06,020 --> 00:06:10,610 remaining 26% were from Australia, India, Philippines, and Japan. We had 93 00:06:10,610 --> 00:06:13,070 a good mix of the industry. We had folks from 94 00:06:13,070 --> 00:06:18,120 financial institutions, insurance, telecommunications, and the rest of the industry. 95 00:06:18,160 --> 00:06:23,300 We made sure that these were polling or surveying, so folks 96 00:06:23,300 --> 00:06:26,620 who had the decision of quality. We had a good 97 00:06:26,620 --> 00:06:31,150 balance of companies of different sizes, as well as different 98 00:06:31,170 --> 00:06:34,080 types of customer handling formats. The people who were having 99 00:06:34,080 --> 00:06:38,160 internal Contact Center, or have an external Contact Center, as well as some 100 00:06:38,480 --> 00:06:41,350 internal customer service functions. And they had a broad range 101 00:06:41,350 --> 00:06:46,410 of respondents from different levels of customer service agents, starting 102 00:06:46,410 --> 00:06:56,320 from as small as 20 customer service agents. With that, let me, before 103 00:06:56,320 --> 00:07:00,150 level- set, that what we're seeing in terms of what 104 00:07:00,150 --> 00:07:03,910 is the three AI- driven competence that are transforming the Contact Center 105 00:07:04,770 --> 00:07:08,170 today? There are three competence. The first is the virtual agent, the 106 00:07:08,170 --> 00:07:14,790 second is the Agent Assist, and the third is the Insight. Virtual agent is basically a platform for creating voicebot 107 00:07:14,830 --> 00:07:20,410 and chatbot to automate customer interactions with voice or text, 108 00:07:20,860 --> 00:07:24,730 and the conversation to a live agent when the bot 109 00:07:24,730 --> 00:07:28,140 is unable to help a customer. So that's the first one. The 110 00:07:28,140 --> 00:07:31,380 second one is that an Agent Assist. It is a 111 00:07:31,380 --> 00:07:35,930 platform that integrates into the agent desktop, which uses AI to 112 00:07:35,930 --> 00:07:40,270 augment agent interactions with customers in the real time, and 113 00:07:40,270 --> 00:07:45,300 provide tone- by- tone guidance not to of relevant knowledge 114 00:07:45,300 --> 00:07:51,360 bases. It really, really help the agent become more efficient, it's augmentation of AI capability. 115 00:07:51,950 --> 00:07:55,250 And the third one is Insight. It's basically a module 116 00:07:56,110 --> 00:07:59,850 which uses natural language processing to identify the call center. " 117 00:08:00,460 --> 00:08:03,860 Why did the customer call? What were the call drivers? What 118 00:08:03,860 --> 00:08:07,890 was the sentiment?" And this helps the Contact Center managers learn about 119 00:08:07,890 --> 00:08:16,430 customer interaction, and improve call outcomes. How has CAST 2020 changed customer service? 120 00:08:16,790 --> 00:08:19,030 We all know what's going on in the industry today. 121 00:08:19,060 --> 00:08:25,450 And when we asked them what were the top difficulties that they were facing adjusting to 122 00:08:25,450 --> 00:08:30,220 the new stay at home mandate, not as surprise, but 39% of the 123 00:08:30,220 --> 00:08:34,080 respondents, the demographics that I just shared with you, they 124 00:08:34,080 --> 00:08:37,370 shared that they had higher than usual call volumes, and 125 00:08:37,370 --> 00:08:41,400 we all know the reasons why. But in addition to 126 00:08:41,400 --> 00:08:44,980 that, the situation that really compounded the problem was that there 127 00:08:45,740 --> 00:08:49,820 was fewer agents available. 43% of them reported that they 128 00:08:49,820 --> 00:08:53,790 had a few number of agents available to this part of this 129 00:08:53,790 --> 00:08:57,680 higher than usual call volumes. Partly some of them were 130 00:08:58,080 --> 00:09:03,840 reporting sick, or they were not able to respond to the work because of the changing dynamics, as well as, because of a 131 00:09:04,100 --> 00:09:13,200 more than usual call volumes. They did not even prepare to that level of number of ratio of the agents needed to support that kind of call volume. This is specifically interesting. With 132 00:09:13,200 --> 00:09:24,560 that, I'm going to. Yeah, Chris. these are really interesting stats. 133 00:09:24,630 --> 00:09:27,690 2020 has been an interesting year for all of us. 134 00:09:28,330 --> 00:09:31,090 So, if we look at those stats that Ritu just presented, we're 135 00:09:31,090 --> 00:09:36,430 curious about you, what are you seeing in your world, whether it's in your 136 00:09:36,710 --> 00:09:39,870 Contact Center, if you operate one or in your clients, 137 00:09:39,870 --> 00:09:42,730 if you're a partner of ours or you're helping operate 138 00:09:42,730 --> 00:09:46,490 a Contact Center? And are you seeing the increase in 139 00:09:46,490 --> 00:09:50,690 chat and call volumes, or are you seeing a decline? I'll give 140 00:09:50,690 --> 00:09:52,610 that a few more seconds to get a few more 141 00:09:52,610 --> 00:09:57,630 responses. But I'm particularly curious to see what results we 142 00:09:57,630 --> 00:10:02,220 get off the back ends here. I'll give that one 143 00:10:02,220 --> 00:10:07,200 or two more seconds. All right. Well, Ritu you couldn't 144 00:10:07,330 --> 00:10:11,210 be more right. Your research confirms exactly what our audience 145 00:10:11,210 --> 00:10:17,180 is seeing as well, with I guess unsurprisingly 81% are saying, " Have you 146 00:10:17,180 --> 00:10:20,500 seen an increase in call and chat volumes in 2020?" And 147 00:10:20,500 --> 00:10:25,160 that presents unique business challenges. How do you handle that 148 00:10:25,160 --> 00:10:29,790 increase in call volume, or interaction volume, or chat volume, 149 00:10:30,730 --> 00:10:40,840 just with the same resources that you have at the moment? So Ritu, leaving on a little bit here in terms of being prepared for that stay at home mandate 150 00:10:40,840 --> 00:10:43,840 that a lot of us have seen, what have you seen in the research 151 00:10:43,880 --> 00:10:50,010 in financial services? Yeah, I think the most important point to level set here is that 152 00:10:50,050 --> 00:10:53,590 the dynamics are changing dramatically. The survey we conducted was 153 00:10:53,590 --> 00:10:58,250 in the month of May 2020, and three months has changed quite a 154 00:10:58,250 --> 00:11:00,780 lot of the situation, but we caught this into right 155 00:11:00,780 --> 00:11:04,030 in the middle of COVID situation. And when the stay at 156 00:11:04,110 --> 00:11:07,290 home mandates are down, not a surprise to us, but 157 00:11:07,810 --> 00:11:13,370 I'm very well prepared with only one respondent. And I'm not 158 00:11:13,370 --> 00:11:15,230 surprised to see the other part of the results that 159 00:11:15,230 --> 00:11:18,270 I share this in the slide is that, the financial services in 160 00:11:18,270 --> 00:11:21,170 U. S. organizations were the best prepared. So you might 161 00:11:21,540 --> 00:11:24,930 sit and think, " What led to this?" And IDC as 162 00:11:24,930 --> 00:11:27,810 a research firm, we spend a lot of time advising our end 163 00:11:27,810 --> 00:11:32,250 users on what they really need to do. The correlation 164 00:11:32,250 --> 00:11:36,320 here is that the organizations who were born digitally transformed, 165 00:11:36,820 --> 00:11:40,790 they're higher stages of maturity, of digital transformation, they were 166 00:11:40,790 --> 00:11:45,290 definitely well prepared. And you can see that there was a direct correlation between 167 00:11:45,360 --> 00:11:48,990 that, and even the financial organization, they have been embarking 168 00:11:48,990 --> 00:11:52,180 on their journey much longer and earlier. And that's why 169 00:11:52,180 --> 00:11:56,000 you could see that correlation. But now I will share in one of 170 00:11:56,540 --> 00:12:00,580 the upcoming slides here, that what the organizations are doing to 171 00:12:00,580 --> 00:12:04,260 be better prepared next time. And that's more important. I would 172 00:12:04,260 --> 00:12:06,970 like to focus on the forward looking approach and I'll 173 00:12:07,030 --> 00:12:10,050 walk you through and back in a couple of slides. 174 00:12:11,030 --> 00:12:18,790 Awesome. Well- With that if I'm going to... Yeah. Sorry, please go ahead. The next one 175 00:12:18,790 --> 00:12:23,080 is basically, we had asked them that the process of customer 176 00:12:23,110 --> 00:12:27,270 interactions that is happening through this newer channels. And again, 177 00:12:27,270 --> 00:12:29,420 I would like to reiterate on the point here that, 178 00:12:30,070 --> 00:12:33,920 this is the average that I'm presenting here. So, there 179 00:12:33,920 --> 00:12:37,200 are a couple of organizations who might be better prepared 180 00:12:37,200 --> 00:12:40,690 than the other, and the volume and the my team, but this is the mean, 181 00:12:40,690 --> 00:12:44,770 and the median value. Good sharing here. So, there could 182 00:12:44,770 --> 00:12:47,730 be a possibility that the U. S. organizations, if I presented 183 00:12:47,730 --> 00:12:51,080 the data cut just so that it could have been a little bit different. But 184 00:12:51,080 --> 00:12:53,530 not surprisingly, if I look at it from the mean and median 185 00:12:53,650 --> 00:12:58,700 perspective, it's very small percentage. And again, factor it that this is 186 00:12:58,700 --> 00:13:03,350 May, 2020 was happening to virtual agents. This number, I suspect 187 00:13:03,350 --> 00:13:05,580 if I'd understand it today, it would be a little 188 00:13:05,580 --> 00:13:10,130 bit higher than this, but it's a small percentage. Yeah, 189 00:13:10,230 --> 00:13:13,920 exactly. And the agents, the voicebots and chatbots percentage will 190 00:13:14,340 --> 00:13:18,990 also dramatically change. Most of them they're originally doing idea. But before 191 00:13:18,990 --> 00:13:21,060 I move on to the next slide, another very interesting 192 00:13:21,060 --> 00:13:23,980 stat that I want to share here is that we 193 00:13:23,980 --> 00:13:26,130 spend a lot of time talking to the end users 194 00:13:26,350 --> 00:13:29,250 and don't worry, there's still research as well, that what 195 00:13:29,250 --> 00:13:33,070 is really coming up and shaping up in addition to just 196 00:13:33,070 --> 00:13:38,220 the voicebots and chatbots is the computer vision effect to it. The computer vision 197 00:13:38,220 --> 00:13:42,360 has become more mature with image recognition achieving significant improvements. 198 00:13:42,470 --> 00:13:46,260 Thanks to deep learning techniques, computer vision, and CRM is 199 00:13:46,260 --> 00:13:49,910 very early stage. And it's far from being widely adopted. 200 00:13:49,910 --> 00:13:52,200 But if I look back, sit back and think that the rate 201 00:13:52,280 --> 00:13:55,860 at which things are changing, it will be relevant across the 202 00:13:55,860 --> 00:14:00,260 entire customer journey. It will be a through force multiplier for 203 00:14:00,260 --> 00:14:04,120 adding more essential insights for customer upsells and cross sells. 204 00:14:04,120 --> 00:14:06,550 So, that is something that we all need to look at and watch, 205 00:14:06,810 --> 00:14:22,780 and that, that's going to shape up big time in the near future. to that next slide is, there's an obvious question. We've seen voice agents and chat agents 206 00:14:22,780 --> 00:14:27,090 in this case really low at only 8%. And I guess Antony 207 00:14:27,820 --> 00:14:30,450 I'll put this question to you. What do you see? 208 00:14:30,970 --> 00:14:32,350 What do you think this is so low at this 209 00:14:32,350 --> 00:14:38,260 point in time? Well, I can't really blame customers on a low 210 00:14:38,260 --> 00:14:40,900 adoption of virtual agents for voice and chat. If you 211 00:14:40,900 --> 00:14:43,420 look historically, you look back two or three years ago, 212 00:14:44,260 --> 00:14:46,760 either you have an IVR that's forces you down a 213 00:14:46,760 --> 00:14:50,270 tree, or the chats are really just about routing you 214 00:14:50,720 --> 00:14:56,090 to the right agent. I can't say that the bots on 215 00:14:56,090 --> 00:15:02,500 voice or chat were really good to be mild in 216 00:15:02,560 --> 00:15:07,880 my assessment. But that is cheapest thing. The technology that 217 00:15:07,880 --> 00:15:12,400 enables us to deliver very high quality bots, which means 218 00:15:12,400 --> 00:15:15,400 they understand where you're saying, they can drive the conversation, 219 00:15:15,400 --> 00:15:19,700 they can answer questions, do backend fulfillment, actually deliver value 220 00:15:19,700 --> 00:15:23,610 to a customer. This is more new, in fact, in 221 00:15:23,610 --> 00:15:27,190 the last two years I would say, and really taking off. 222 00:15:27,190 --> 00:15:30,010 So on that, 8% makes sense what we're seeing across 223 00:15:30,010 --> 00:15:33,990 customers. Some don't use those channels at all. The ones 224 00:15:33,990 --> 00:15:38,190 who do use them are around 15 ish, 20% of 225 00:15:38,280 --> 00:15:41,510 no volume. So, that 8% average doesn't surprise me. It's very 226 00:15:41,950 --> 00:15:44,470 in line with our customers. And that low adoption, if 227 00:15:44,820 --> 00:15:47,580 you look a year from now, it's going to be completely different 228 00:15:47,580 --> 00:15:51,670 graph. Yeah, I totally agree. It might be low today, 229 00:15:51,670 --> 00:15:54,620 but this is where the growth factor is. And we're 230 00:15:54,620 --> 00:16:00,660 expecting to see the same customer base in Genesys. We constantly inundated with inquiries 231 00:16:00,660 --> 00:16:05,990 on, " How do we apply the virtualization technology?" Ritu, I guess, again, 232 00:16:05,990 --> 00:16:08,410 coming back to current times and the research that you've 233 00:16:08,410 --> 00:16:19,590 seen, how will the Contact Centers adapt in to the modern world and the things that are going on today? not an easy thing, but I always 234 00:16:20,130 --> 00:16:23,230 love to say this, " There's no choice." Customers have to do 235 00:16:23,230 --> 00:16:28,010 this in order to be innovative, providing, improving on the 236 00:16:28,010 --> 00:16:31,830 customer experience, but at the same time, not compromising on 237 00:16:31,830 --> 00:16:34,950 the operational efficiency. And it's a great balance that customers need 238 00:16:34,950 --> 00:16:38,510 to do. So, it all starts with me. This is universal 239 00:16:38,780 --> 00:16:44,590 across all AI initiatives, but it's very, very prevalent here. Culture, that's 240 00:16:44,750 --> 00:16:50,550 transforming the culture, the customer insights is democratized. Every employee 241 00:16:50,550 --> 00:16:55,060 becomes a change agent for the customer. I cannot emphasize 242 00:16:55,060 --> 00:16:58,390 this more because in the case of AI sometimes, people are 243 00:16:58,450 --> 00:17:02,290 a little bit because it's also another... It's just getting the 244 00:17:02,290 --> 00:17:05,070 comfort level, trusting it. And there are lots of advancements 245 00:17:05,070 --> 00:17:09,080 happening in that area. But once you have that culture, you're 246 00:17:09,250 --> 00:17:12,650 willing to understand where the customer needs are. This is 247 00:17:12,650 --> 00:17:14,650 really going to be day and night for the customer 248 00:17:14,650 --> 00:17:17,430 experience. And at the same time, you will be playing 249 00:17:17,430 --> 00:17:20,790 a very active role in building, working with the tools, 250 00:17:20,790 --> 00:17:24,490 and technologies, and the supplies, and the offerings to meet 251 00:17:24,820 --> 00:17:28,820 and improve your AI systems as well. So that's one. 252 00:17:29,170 --> 00:17:32,200 The second is that, gone are the days when people 253 00:17:32,200 --> 00:17:37,110 are doing metrics of measurement in isolation. Here people are 254 00:17:37,110 --> 00:17:40,990 trying to bring them together. There are AI, KPIs, and 255 00:17:41,030 --> 00:17:45,750 AI metrics have globally aligned with how they're measuring their customer 256 00:17:45,940 --> 00:17:50,700 experience metrics. So, they're both evolving so that there's huge amount of 257 00:17:50,800 --> 00:17:54,810 emphasis on improving the experience, and improving the measurements and 258 00:17:54,810 --> 00:17:58,810 aligning them together. And the third and the last thing is 259 00:17:58,810 --> 00:18:03,770 that, there's a huge amount of emphasis on human efficiency. 260 00:18:04,030 --> 00:18:06,730 And there was a lot of debate going on for some time, that 261 00:18:08,270 --> 00:18:11,370 AI is going to take over the human jobs and there 262 00:18:11,370 --> 00:18:14,790 was no experience with this in the foreseeable future. We 263 00:18:14,790 --> 00:18:18,250 see that it's making us much more efficient. It is 264 00:18:18,610 --> 00:18:21,090 helping us to be more empathetic. It is giving us 265 00:18:21,090 --> 00:18:24,550 real time guidance. So these are the three important things. Of course there are 266 00:18:25,010 --> 00:18:28,690 other parts of it, but these are that we are 267 00:18:28,690 --> 00:18:31,800 seeing in customers, how they're doing what they're doing to 268 00:18:31,800 --> 00:18:39,880 adapt to the newer customer Contact Center scenarios today. Awesome. And- point, 269 00:18:39,890 --> 00:18:46,270 Ritu. Just one point here, Ritu. The survey earlier with 270 00:18:46,270 --> 00:18:49,340 80 plus percent of people saying they see their volume 271 00:18:49,340 --> 00:18:51,730 going up, I think that's where really AI can help. 272 00:18:51,730 --> 00:18:55,180 Is to avoid having to increase your Contact Center resources 273 00:18:55,180 --> 00:18:59,220 by 80%, to answer that need. That's really where we're seeing 274 00:18:59,220 --> 00:19:02,310 actually a lot of usage of AI for Contact Centers, 275 00:19:02,630 --> 00:19:05,990 is to kind of tamper that growth of volume and 276 00:19:05,990 --> 00:19:09,180 make sure you have operational efficiency across your Contact Center 277 00:19:09,180 --> 00:19:12,020 without adding more people. It's not about a reduction of 278 00:19:12,020 --> 00:19:16,540 people. That's not what we've seen. Exactly. It's not about replacing 279 00:19:17,990 --> 00:19:22,410 human beings. It's making them more efficient, so they address the changing 280 00:19:22,410 --> 00:19:26,380 dynamics of the industry. Because the volumes will definitely increase, but 281 00:19:26,970 --> 00:19:31,290 we do not, and cannot adding more and more people to meet their demands. 282 00:19:34,550 --> 00:19:38,030 Exactly. And so, our audience can maybe discern what other 283 00:19:38,030 --> 00:19:41,710 customers are doing in the station. And that's a great example. It's 284 00:19:41,710 --> 00:19:44,610 not about replacing people, and maybe that's one of the 285 00:19:44,610 --> 00:19:48,780 big business drivers, just handling more. Are you seeing... And 286 00:19:48,780 --> 00:19:50,740 I guess this question is for both of you. Are you seeing 287 00:19:51,750 --> 00:19:56,040 other business drivers in the application of artificial intelligence that 288 00:19:56,040 --> 00:20:00,910 are not correlated, that are maybe not volume related, but other benefits of using 289 00:20:01,190 --> 00:20:08,470 applied, and machine learning, and AI to deliver a new experience? Yeah, absolutely. 290 00:20:08,470 --> 00:20:16,950 I think- Yeah, go ahead, Ritu. business driver, what we're seeing is, 291 00:20:17,800 --> 00:20:21,860 now the customer will come and first think about operational efficiency, cost reduction are 292 00:20:22,610 --> 00:20:24,740 the first thing they have in mind. But the reality is, 293 00:20:24,740 --> 00:20:28,490 when you start doing a Contact Center and put Contact 294 00:20:28,490 --> 00:20:31,670 Center AI in your Contact Center, you're really transforming your 295 00:20:31,670 --> 00:20:35,290 customer experience across all channels. And the business drivers to 296 00:20:35,290 --> 00:20:38,330 provide a coherent experience when you're on chat, when you're 297 00:20:38,330 --> 00:20:40,300 on voice, when you're on your web, or your mobile 298 00:20:40,300 --> 00:20:44,730 app, where the engine behind it, the AI behind is 299 00:20:44,730 --> 00:20:48,300 able to manage across those channels, switch channels, understand what was 300 00:20:48,300 --> 00:20:51,440 said, the context, the past history, et cetera, and provide 301 00:20:51,440 --> 00:20:56,050 you a unique voice for the company to that customer 302 00:20:56,050 --> 00:20:59,710 or that user, if talk about organizations. I think that 303 00:21:00,010 --> 00:21:02,890 the business driver is really having that coherence across the 304 00:21:02,890 --> 00:21:07,620 board, and having a very wonderful experience, no matter the 305 00:21:07,620 --> 00:21:11,000 channel, no matter the choice that the end user or customer is 306 00:21:11,000 --> 00:21:15,730 making, they get that experience across all channels in a 307 00:21:15,730 --> 00:21:19,720 very unified way. I think that's a big business driver. 308 00:21:21,300 --> 00:21:25,730 Agree, agree. And it is also reflected in our study 309 00:21:25,810 --> 00:21:28,220 here, which I'm just going to share the chart, with some 310 00:21:28,260 --> 00:21:33,730 of the facts on there. But for very first experience we're all talking about it, but 311 00:21:33,730 --> 00:21:39,930 because of usage of these as the, it's not just 312 00:21:39,930 --> 00:21:42,880 the consistent experience, which is very, very critical, but it's 313 00:21:42,990 --> 00:21:50,690 also passive into issue. Because enriching the human agent with 314 00:21:50,730 --> 00:21:56,210 the Insight in real time, it provides that timely response and a 315 00:21:56,520 --> 00:21:58,770 more intelligent response for lack of a better word here, 316 00:21:59,940 --> 00:22:07,400 is really, really being consummated with operational efficiency, consistency, and 317 00:22:07,400 --> 00:22:13,130 experience. But also getting the fastest response in the fastest time, 318 00:22:13,430 --> 00:22:17,960 in the more intelligent way, this is what AI is 319 00:22:17,960 --> 00:22:21,620 known for. It can do volumes and volumes of data, 320 00:22:21,810 --> 00:22:25,050 to pattern recognition, get Insights, and this advances in natural 321 00:22:25,050 --> 00:22:28,860 language processing can stop through tons and tons of data, and 322 00:22:28,860 --> 00:22:32,170 get you the right Insight at the right time. That's 323 00:22:32,170 --> 00:22:37,670 another very huge advantage. So, it's overall including bringing a good ... I'm 324 00:22:38,590 --> 00:22:42,970 IDC research. We also say that there's a huge correlation between 325 00:22:42,970 --> 00:22:46,470 customer experience and employee experience. And by usage of AI 326 00:22:46,650 --> 00:22:50,860 technology, you're not just making the customer happy, but you're 327 00:22:50,860 --> 00:22:55,750 also making the employee happier, employee more efficient. And that has 328 00:22:55,750 --> 00:22:59,310 a direct correlation on the customer experience. When many times we 329 00:22:59,310 --> 00:23:01,860 all come to work and if we're unhappy more, we're 330 00:23:01,860 --> 00:23:06,960 excited to serve our customers better. So there's a direct correlation there, which 331 00:23:07,400 --> 00:23:10,780 the advancements in AI technology is helping, and that's why the 332 00:23:10,780 --> 00:23:15,900 human agent efficiency, and human needs, and empowerment, and augmentation is so, 333 00:23:15,900 --> 00:23:20,110 so fundamental to the successful adoption of this. And people 334 00:23:20,110 --> 00:23:23,820 can't go to the other parts of the chart, but I also 335 00:23:23,820 --> 00:23:30,820 emphasize that empathy... Because you can understand the... Remember in one of 336 00:23:31,220 --> 00:23:34,830 the slides before, I was talking about where you could actually understand the 337 00:23:34,830 --> 00:23:38,870 sentiment. You can understand the rational of why people are 338 00:23:39,140 --> 00:23:44,130 calling you, and you could react in that particular situation in a much more empathetic 339 00:23:44,260 --> 00:23:48,850 way, because then you have that kind of intelligence real time. It's way 340 00:23:49,520 --> 00:23:54,690 more to the agents. This is very, very much aligned 341 00:23:54,690 --> 00:23:57,420 to what we are trying to think from a bigger picture 342 00:23:57,420 --> 00:24:03,220 than the survey insights that also align to that. Before 343 00:24:03,580 --> 00:24:05,730 I move on to the next slide, I just wanted 344 00:24:05,730 --> 00:24:09,640 to say that I think Tracy you asked this question, "What are the customers doing?" Of course their primary work, is one of 345 00:24:09,640 --> 00:24:14,330 the top reactions, but they'd also feed up a little 346 00:24:14,330 --> 00:24:18,460 bit of more question on the survey that because of 347 00:24:18,460 --> 00:24:21,390 this crisis... This is not a one time, this could happen again. 348 00:24:21,390 --> 00:24:24,490 How do you make yourself more resilient organization? So, what 349 00:24:24,490 --> 00:24:29,380 are the new IT investments that this experience has taught the customers and 350 00:24:29,380 --> 00:24:32,080 what they're doing it? The three things that you see 351 00:24:34,960 --> 00:24:38,790 here is that, in the past, sometimes people sit and decide whether they want to be on the public cloud 352 00:24:39,280 --> 00:24:43,690 scenario. This has really accelerated that, and people are seriously 353 00:24:45,080 --> 00:24:50,270 looking into it. The second is that the maturity that Antony also 354 00:24:50,270 --> 00:24:52,810 mentioned, and I also mentioned, and Chris, you mentioned at 355 00:24:52,810 --> 00:24:55,970 the start of the presentation is that the conversational AI 356 00:24:55,970 --> 00:24:59,700 technologies have improved so much in leaps and bounds in 357 00:24:59,700 --> 00:25:02,190 the last 12 to 18 months. And because of that, 358 00:25:02,510 --> 00:25:05,160 there is a sophistication in the response. It's not just, " 359 00:25:05,160 --> 00:25:09,580 Rule says yes or no." There's a significant amount of depth 360 00:25:09,580 --> 00:25:13,610 in the answering of the questions and answers. So people are getting 361 00:25:13,610 --> 00:25:16,820 more comfortable with the chatbot and also an omni experience. 362 00:25:17,280 --> 00:25:20,810 Whether they're working for a live chat, or for this chat, or 363 00:25:20,810 --> 00:25:24,220 through an IVR, everything they want that sense of experience. So, there's 364 00:25:24,220 --> 00:25:29,130 much more willingness to embrace it. And that is not 365 00:25:29,130 --> 00:25:32,980 the least, there are other factors, but digitization. We have been 366 00:25:32,980 --> 00:25:36,530 saying this for a long time that accelerated. Two years 367 00:25:36,530 --> 00:25:39,140 of digital transformation has happened in two months and it 368 00:25:39,240 --> 00:25:44,610 has accelerated the digital transformation. Increased digital digitization in the 369 00:25:44,610 --> 00:25:52,810 customer environment is really the investments that people are going to make. IDC has predicted 370 00:25:52,810 --> 00:25:57,070 that while we are in grim times, the investments in AI 371 00:25:57,070 --> 00:26:00,670 and the investments embracing of AI technology to make them 372 00:26:00,930 --> 00:26:07,400 more resilient, and this in the next new normal is something that AI 373 00:26:07,440 --> 00:26:11,660 will play a very significant part in that. Yeah, absolutely. 374 00:26:11,900 --> 00:26:14,980 And I want to maybe echo something that you said there, about 375 00:26:15,260 --> 00:26:20,020 providing empathetic customer experiences. And now more than ever, I 376 00:26:20,020 --> 00:26:22,480 feel like we need to have empathy for our fellow 377 00:26:22,720 --> 00:26:27,680 human. We're all going through something we know this is a generational thing. Something 378 00:26:27,680 --> 00:26:32,240 we haven't seen in many generations. So, what we're experiencing 379 00:26:32,240 --> 00:26:38,280 now is different, but crisis creates opportunity. And we're also 380 00:26:38,280 --> 00:26:41,870 seeing that this is actually being a bit of a 381 00:26:41,870 --> 00:26:44,730 non dialogue, as you said, Ritu, to some of the 382 00:26:45,000 --> 00:26:50,130 applications of AI. I want to talk a little bit about how we're seeing this 383 00:26:50,130 --> 00:26:55,220 technology start to be applied in three major use cases. I'm going to echo 384 00:26:55,220 --> 00:26:59,500 back to something which you said earlier with our voicebots, chatbots, and Agent 385 00:26:59,580 --> 00:27:02,150 Assist. And let me just take you through very quickly on 386 00:27:02,150 --> 00:27:04,930 what those are, and how they might be applied and 387 00:27:04,930 --> 00:27:08,550 why you might apply them in your organization. So the 388 00:27:08,550 --> 00:27:11,560 first if I could really summarize a lot of that 389 00:27:11,560 --> 00:27:15,810 upfront processing, is voicebots. And we're at a point now 390 00:27:15,810 --> 00:27:20,580 with the technology with natural language understanding the speaker recognition, a 391 00:27:20,580 --> 00:27:26,240 lot of that powered by Google to really understand phrases 392 00:27:26,810 --> 00:27:29,690 better than we ever had before, and at least a 393 00:27:30,080 --> 00:27:34,170 customer intents, so that we can have a much more data experience. And if 394 00:27:34,170 --> 00:27:36,170 you've been around the industry for any length of time 395 00:27:36,670 --> 00:27:40,610 like myself, that in the two thousands, it was a single 396 00:27:40,610 --> 00:27:43,450 word that was being said, and it couldn't detect that 397 00:27:43,680 --> 00:27:46,920 piece of recognition. And then we had to build these complicated 398 00:27:46,920 --> 00:27:51,890 speech, IVRs to deliver an experience. And really today what we're 399 00:27:51,890 --> 00:27:56,060 seeing is your IVR is a voicebot. And that's the 400 00:27:56,060 --> 00:28:00,480 evolution of the Contact Center technology, artificial or machine learning 401 00:28:00,480 --> 00:28:04,900 being applied in our space. Which brings the question, " Why would you do 402 00:28:04,900 --> 00:28:09,190 that? What is better than my IVR today?" And it really 403 00:28:09,190 --> 00:28:14,860 is that natural language processing that allows your customers to 404 00:28:15,100 --> 00:28:18,910 speak in plain speak, and to get to an outcome 405 00:28:18,910 --> 00:28:23,680 much more quickly, which ultimately improves their experience. But it's 406 00:28:23,680 --> 00:28:27,760 not just that upfront or self service experience that benefits 407 00:28:27,760 --> 00:28:31,560 from a voicebot, it also means that by the time that 408 00:28:31,790 --> 00:28:35,030 customer gets to an agent, the agent has a better 409 00:28:35,030 --> 00:28:38,950 understanding of what's going on as well. Because we're using 410 00:28:39,150 --> 00:28:43,630 CCAI in this case to intent, fill in the slots, 411 00:28:43,630 --> 00:28:47,930 and really have a more complete picture of that interaction. And again, 412 00:28:48,380 --> 00:28:52,420 overall, it rolls into that improved customer experience. We're going to go into 413 00:28:52,420 --> 00:28:56,100 a little bit more about the Genesys and Google partnership in just a 414 00:28:56,100 --> 00:28:59,700 few seconds. The other major use case that we see 415 00:28:59,700 --> 00:29:03,020 is chatbots. And I want to really say from the outset 416 00:29:03,530 --> 00:29:06,830 chatbots doesn't mean web chat. Chatbots can be applied on 417 00:29:06,850 --> 00:29:10,110 any textual medium that Genesys AI is able to route 418 00:29:10,160 --> 00:29:15,340 using the very same technology, natural language processing that you see in voice, 419 00:29:15,610 --> 00:29:19,820 as you see in text, and applying that to WhatsApp, WeChat, Apple 420 00:29:19,820 --> 00:29:23,450 Business Chat, of course Web Messaging as well when I 421 00:29:23,450 --> 00:29:28,260 synchronize messaging. All of that same technology, because Genesys can 422 00:29:28,260 --> 00:29:31,860 route that, and we've connected that with Google Contact Center AI. 423 00:29:32,140 --> 00:29:34,610 You can take advantage of the machine learning that's being 424 00:29:35,340 --> 00:29:46,110 applied there. Very similar experiences that we're seeing in the voicebot world, that in the chatbot world, that maybe with some richer experiences, depending on 425 00:29:46,110 --> 00:29:48,560 the medium that they're operating in. And what I mean 426 00:29:48,560 --> 00:29:52,660 by that is, with asynchronous media or Web Messaging, you've 427 00:29:52,660 --> 00:29:57,780 got the opportunity to actually insert, and images, and mix 428 00:29:57,780 --> 00:30:00,940 that with text. And the bot can actually do some pretty sophisticated 429 00:30:02,130 --> 00:30:07,040 things in that, including the complete self- service interactions, but 430 00:30:07,040 --> 00:30:10,540 be on your orchestrated platform that brings in the right 431 00:30:10,540 --> 00:30:14,660 technology at the right time, and when it does get to 432 00:30:14,850 --> 00:30:18,580 an agent that entire conversation is seen, and you can 433 00:30:18,580 --> 00:30:22,330 actually act on it in real time. And then lastly, and 434 00:30:22,330 --> 00:30:24,800 this is probably the one that I think is the 435 00:30:24,800 --> 00:30:28,510 most leading edge, but one that we probably expect to 436 00:30:28,510 --> 00:30:34,230 see more and more adoption as we go forward, which is Agent 437 00:30:34,230 --> 00:30:38,190 Assist. An Agent Assist, is what it says. It's providing 438 00:30:38,560 --> 00:30:43,600 artificial intelligence augmentation with the agent in the Contact Center to provide 439 00:30:43,600 --> 00:30:48,090 a better experience. And there's been, again, those leaps and bounds of 440 00:30:48,340 --> 00:30:53,140 how we integrate with this technology from an agent experience, 441 00:30:53,140 --> 00:30:56,350 from a desktop experience, from a voice experience, so that 442 00:30:56,420 --> 00:30:59,710 we're providing insights to the agent and surfing through them 443 00:30:59,920 --> 00:31:04,050 with knowledge in real time, and really having a very 444 00:31:04,410 --> 00:31:10,490 augmented conversation. I want to pause on that one because, Antony, this is absolutely in your domain 445 00:31:10,490 --> 00:31:17,240 as something that you talk about every day. So, how is the technology at 446 00:31:17,240 --> 00:31:20,690 Google, that we've talked about in voicebots and chatbots being applied 447 00:31:20,690 --> 00:31:26,930 in Agent Assist? An Agent Assist as you said, is 448 00:31:26,930 --> 00:31:29,270 a little newer in it's technology, but it's really a 449 00:31:29,270 --> 00:31:33,590 breakthrough that's been enabled by the advent of voice and speech 450 00:31:33,590 --> 00:31:39,230 to text in particular, speech to text technologies. Google has a 451 00:31:39,230 --> 00:31:44,090 long history of trying to understand speech either through understanding 452 00:31:44,090 --> 00:31:46,700 YouTube videos, to be able to search them and remove 453 00:31:46,700 --> 00:31:50,810 hate speech in YouTube videos. Either through a Google Home 454 00:31:50,810 --> 00:31:53,990 Assistant, and understand all the requests from users, that's millions 455 00:31:53,990 --> 00:31:59,770 and millions of requests every year. And also through transcription 456 00:31:59,770 --> 00:32:03,110 of voice messages on phone. You have Google voice and 457 00:32:03,110 --> 00:32:07,430 you can do your voicemail transcription. So all that technology... 458 00:32:07,430 --> 00:32:10,310 And voice search, obviously. So, Google has put a lot 459 00:32:10,310 --> 00:32:13,740 of effort in R& D into understanding voice, and thanks 460 00:32:13,740 --> 00:32:17,900 to that, we can now propose real time, voice transcription 461 00:32:18,280 --> 00:32:21,650 and understanding of a conversation between an agent and a 462 00:32:21,650 --> 00:32:26,810 user, and really provide in real time, the right suggestions, 463 00:32:26,810 --> 00:32:30,710 the right responses, the right document, the right flows that 464 00:32:30,770 --> 00:32:34,130 the agent needs to do their job faster. And that's 465 00:32:34,130 --> 00:32:37,240 really changing the game for agents. Ritu was talking about 466 00:32:37,240 --> 00:32:39,860 agent satisfaction, we're seeing that go up. We're seeing average 467 00:32:39,860 --> 00:32:43,140 handling time go down, we're seeing call summary going down 468 00:32:43,280 --> 00:32:46,070 in terms of how much time they spend typing after 469 00:32:46,070 --> 00:32:49,480 the call, the call disposition, we see first call resolution 470 00:32:49,620 --> 00:32:53,560 improving. On and on, the Agent Assist is really now the 471 00:32:55,120 --> 00:33:01,080 little coach or assistive technology for human agents in the Contact 472 00:33:01,080 --> 00:33:07,580 Center, enabling new experiences for the end user. Absolutely. So I 473 00:33:07,580 --> 00:33:10,410 want to come to another poll question in interest of 474 00:33:10,410 --> 00:33:15,740 time. From your perspective, what are you looking to implement? Any 475 00:33:15,740 --> 00:33:19,880 of these technologies, voicebots or chatbots specifically in the next three 476 00:33:19,880 --> 00:33:25,980 to six months, or maybe six to 12 months? Is that a 477 00:33:25,980 --> 00:33:28,750 new thing? Is it something that you want to act on now? Is it something that 478 00:33:29,350 --> 00:33:32,240 is more future- looking for you? I'm guessing the fact 479 00:33:32,240 --> 00:33:33,940 that you've turned up to this webinar today that means 480 00:33:34,860 --> 00:33:38,220 all interest to you, but we want to get a bit of a gauge to 481 00:33:38,220 --> 00:33:42,800 see if that deals with our research on how people 482 00:33:42,800 --> 00:33:45,620 are starting to adopt this technology. I'll give that a 483 00:33:45,620 --> 00:33:50,160 few more seconds. Eyeballs on screen, and then I'll go 484 00:33:50,160 --> 00:33:52,650 to the poll results. Do we want to take a guess 485 00:33:52,650 --> 00:33:58,620 anyone on where people are going to land? All right. Yes. Three 486 00:33:58,620 --> 00:34:02,170 to six months, in six to 12? Okay, I think 487 00:34:02,170 --> 00:34:07,880 the call out here is actually the people that said no, that are in the minority. So, the majority- 488 00:34:08,470 --> 00:34:11,020 Maybe because they already have something. I don't know. Maybe, 489 00:34:11,100 --> 00:34:14,920 no. Because we saw 8% of people already have it. So maybe the nos are people 490 00:34:14,920 --> 00:34:18,720 who have something in place. now we should have put that option in. We should 491 00:34:18,720 --> 00:34:20,760 have said" I've already got it." That no would have been on 1%. 492 00:34:24,870 --> 00:34:28,300 That's wonderful. I did see a question that came through 493 00:34:28,300 --> 00:34:32,850 as we're going, here from Rick. And Rick, I hope 494 00:34:32,850 --> 00:34:36,780 I'm going to touch on some of your question, and the question is, " 495 00:34:36,780 --> 00:34:42,360 How does Google and Genesys differentiate and add some capability 496 00:34:42,360 --> 00:34:46,150 and value?" I want to talk about that, but also when we get 497 00:34:46,150 --> 00:34:49,550 into Q&A, I'm going to come back to your question and answer it in a bit more detail as well. 498 00:34:50,320 --> 00:34:52,870 When we think about Google and Genesys, these are two industry 499 00:34:52,870 --> 00:34:57,350 leaders. Genesys being the only channel contacted a platform that really allows you 500 00:34:57,350 --> 00:35:02,160 to do journey orchestration, bringing multiple technologies from different vendors 501 00:35:02,380 --> 00:35:05,760 and really orchestrate all of those together in a cohesive 502 00:35:05,820 --> 00:35:09,650 manner, to deliver the very best experience that is out 503 00:35:09,650 --> 00:35:13,240 there. But we can't do it alone. And when we've looked across 504 00:35:13,910 --> 00:35:18,280 the marketplace, hope Google has done the same, it's really providing 505 00:35:18,280 --> 00:35:22,790 the best technology to our customers that integrates really, really neatly 506 00:35:23,010 --> 00:35:28,280 to deliver artificial intelligence capability inside the platform that maybe 507 00:35:28,280 --> 00:35:34,280 you have today, or the platform that you think of moving to in the future. What that means is that 508 00:35:34,710 --> 00:35:38,750 if you look at artificial intelligence technology in isolation, you 509 00:35:38,750 --> 00:35:41,070 can do a lot. You can use APIs, you can 510 00:35:41,070 --> 00:35:44,320 build what you need to build, and that might take 511 00:35:44,320 --> 00:35:49,930 time, but there's a depth of capability within Genesys in our platform, in the 512 00:35:49,930 --> 00:35:54,480 cloud, but also in our multicloud platform for everyone else, 513 00:35:54,760 --> 00:35:58,540 that allows you to plug in these different technology components, 514 00:35:58,540 --> 00:36:03,200 and take advantage of all of the routing of the orchestration services, all of 515 00:36:03,700 --> 00:36:08,610 the reporting, the analytics, the entering conversation view, the widgets, 516 00:36:08,610 --> 00:36:13,220 the desktop. That complete Contact Center package that you have, 517 00:36:13,460 --> 00:36:18,750 strapped on with artificial intelligence technology as well. So Antony, 518 00:36:19,040 --> 00:36:22,540 I know this is a long running partnership for us, at 519 00:36:22,540 --> 00:36:25,630 least from 2018. Do you want to add any commentary 520 00:36:25,630 --> 00:36:31,670 around how Google Cloud and Genesys put together? This is 521 00:36:31,670 --> 00:36:33,820 a very exciting partnership we've been at. I think you were 522 00:36:33,820 --> 00:36:36,770 one of the very, very first partners that we talked 523 00:36:36,770 --> 00:36:40,360 to, and we made that partnership. The goal here for 524 00:36:40,360 --> 00:36:45,230 us was really to also leverage, not only the innovation 525 00:36:45,230 --> 00:36:48,480 that Genesys is bringing to the market, but also leverage 526 00:36:49,150 --> 00:36:51,960 a lot of customers that have Contact Centers with Genesys 527 00:36:51,960 --> 00:36:55,220 in place and wanted to bring more AI, more capabilities. 528 00:36:55,250 --> 00:36:59,160 And we're seeing the opportunity here to avoid a rip 529 00:36:59,160 --> 00:37:04,240 and replace, of your implementation, and really upgrade whatever you 530 00:37:04,240 --> 00:37:07,830 had from Genesys. Genesys upgrading a lot of their own 531 00:37:07,830 --> 00:37:11,210 capabilities into their customer experience, but I think the Agent 532 00:37:11,210 --> 00:37:15,960 Assist, the virtual agent, and those capabilities are really things 533 00:37:15,960 --> 00:37:20,730 that we feel strongly about our capabilities, and having that 534 00:37:20,730 --> 00:37:25,770 as part of the Genesys platform is really powerful. I feel 535 00:37:25,770 --> 00:37:30,410 so super exciting to have this in place. I'm going 536 00:37:30,410 --> 00:37:33,960 to come to another question that's being asked in real time here 537 00:37:33,960 --> 00:37:36,940 about some of the joint customer use cases that we 538 00:37:36,940 --> 00:37:41,120 see from Google and Genesys. And I know, just by coincidence, 539 00:37:41,120 --> 00:37:45,030 that is the very next slide that Antony is going to talk to, but I'll give 540 00:37:45,030 --> 00:37:47,650 you an anecdotal example of a customer that's gone live 541 00:37:47,650 --> 00:37:53,220 with a Google Contacts Center AI and Genesys recently, where they reduced 26 542 00:37:53,390 --> 00:38:00,010 speech IVR applications down to one. And if you ever 543 00:38:00,010 --> 00:38:03,620 had to operate these or build these, the significance of 544 00:38:03,720 --> 00:38:06,760 every single one of those applications. We're able to use Dialogflow 545 00:38:06,760 --> 00:38:12,060 in this instance with Genesys new gauge. This customer, which was a telecommunications customer, 546 00:38:13,980 --> 00:38:19,440 was able to greatly reduce their managed applications down to 547 00:38:19,620 --> 00:38:24,680 essentially one application that's orchestrated by Genesys. And the way 548 00:38:24,680 --> 00:38:28,640 they did that, this is using some of the technologies that are on this slide, which 549 00:38:28,690 --> 00:38:31,250 Antony, I might hand over to you to talk about in a bit more detail. I 550 00:38:31,250 --> 00:38:36,680 know I will add something on that telecom customer. It was 551 00:38:36,680 --> 00:38:39,930 not in English, which is also one of the power 552 00:38:39,930 --> 00:38:43,700 the Google platform, is we support quite a few languages for 553 00:38:43,940 --> 00:38:46,950 CCAI, and this is a very big success story that 554 00:38:46,950 --> 00:38:51,840 was not only for English speakers. I'll just maybe do 555 00:38:51,840 --> 00:38:59,000 that. So, yes, as Chris mentioned, we have three main 556 00:38:59,000 --> 00:39:02,650 products as part of our CCAI portfolio. To build virtual 557 00:39:02,650 --> 00:39:05,510 agents, there's is a product called Dialogflow, we'll talk a little 558 00:39:05,510 --> 00:39:10,770 bit more about that. Our Agent Assist capability named Agent 559 00:39:10,770 --> 00:39:14,460 Assist, very creative, will be there to help your agents 560 00:39:14,750 --> 00:39:18,330 both on chat and voice channels. And our newborn Insights 561 00:39:18,490 --> 00:39:23,300 Platform just launched now factually yesterday, and will go GA 562 00:39:23,300 --> 00:39:28,940 pretty quickly. After that there's looking all of the data that's 563 00:39:28,940 --> 00:39:32,340 coming in, in your Contact Center, on chat and voice 564 00:39:32,340 --> 00:39:36,850 channel and using all that data to help you derive 565 00:39:36,950 --> 00:39:43,960 insights, trends, search, help QA managers and training, review calls 566 00:39:44,510 --> 00:39:47,250 and really drive insight sentiment, et cetera, is all in 567 00:39:47,250 --> 00:39:50,020 the Insights Platform. So, those are the three products that you 568 00:39:50,020 --> 00:39:53,560 will see as part of the portfolio called TCI at 569 00:39:53,560 --> 00:40:03,460 Google, and they're available on the Genesys platform. is putting the elephant on 570 00:40:03,460 --> 00:40:06,860 the table, so to speak. Which is my way of 571 00:40:07,110 --> 00:40:10,470 saying, address the elephant in the room. Have you tried 572 00:40:10,470 --> 00:40:14,020 natural language processing with bots? And if so, which are 573 00:40:14,020 --> 00:40:22,790 the ones that you've tried? Because there are multiple choices out there that you can work with, and maybe the answer is no, you're not there yet, and you're maybe 574 00:40:22,790 --> 00:40:26,930 evaluating, or you've experimented, or maybe you already live. So 575 00:40:28,080 --> 00:40:30,190 I'll give that a few seconds. The options here are 576 00:40:30,190 --> 00:40:36,120 Amazon Lex, Google Dialogflow, Microsoft LUIS, IBM's Watson, something else? 577 00:40:36,120 --> 00:40:40,760 Maybe homegrown, or a third party, or you haven't tried 578 00:40:40,760 --> 00:40:47,650 any of them. I know this is probably a multiple choice answer, but let's see where people land. And we've got to put in an even 579 00:40:47,650 --> 00:40:58,560 split. Oh, that's. I try which is amazing. But also 580 00:40:58,560 --> 00:41:01,710 the call out here for me is the majority, and 581 00:41:01,830 --> 00:41:06,700 the majority haven't tried natural language understanding yet. And really, 582 00:41:06,880 --> 00:41:09,640 I would encourage you to maybe look at it. This is what we're talking 583 00:41:09,640 --> 00:41:13,810 about. It's the fundamental technology behind all of these cases that 584 00:41:13,810 --> 00:41:19,850 we're talking about today. It is a good time to 585 00:41:19,850 --> 00:41:24,550 try because this slide actually is relevant too. You probably haven't 586 00:41:24,550 --> 00:41:28,420 tried because you've had very bad experience calling Contact Centers, 587 00:41:29,610 --> 00:41:33,690 and you really think those things don't work. In terms of NLU, 588 00:41:36,070 --> 00:41:37,980 Google is really... It's quite a lot of paper. And actually 589 00:41:38,050 --> 00:41:41,700 Google even open sourced a very large transformer called BERT, 590 00:41:42,240 --> 00:41:45,640 which is transforming the NLU space right now. And Google 591 00:41:45,640 --> 00:41:48,500 has its own version of BERT, which uses a lot 592 00:41:48,500 --> 00:41:55,130 more data. But that's where NLU has drastically changed in, 593 00:41:55,240 --> 00:42:01,070 let's say, 12 to 18 months. Drastically change, entities traction, intent detection, 594 00:42:01,470 --> 00:42:04,240 the courtesy of intent detection and matching is much, much 595 00:42:04,240 --> 00:42:06,440 higher than what you would get in two or three 596 00:42:06,440 --> 00:42:08,570 years ago. So I think it's a good time to 597 00:42:08,570 --> 00:42:12,630 test it out. Obviously Google, as I mentioned earlier, is 598 00:42:14,000 --> 00:42:19,420 understanding speech. And NLU for Google, as a whole Google 599 00:42:19,420 --> 00:42:23,210 search even, is a core technology that is needed for 600 00:42:23,210 --> 00:42:28,440 Google to function. So the investment we're making there is 601 00:42:28,510 --> 00:42:31,230 obviously massive because it's not just investment that's made for 602 00:42:31,230 --> 00:42:33,770 CCAI, it's investment that's made for Google as a whole. 603 00:42:34,200 --> 00:42:37,170 Obviously we're very, very careful about what data we use. 604 00:42:37,180 --> 00:42:40,560 We use public data, Google Assistant, YouTube, Voicemail, et cetera. 605 00:42:40,880 --> 00:42:44,590 We're not using any other cloud customer's data, because that would completely 606 00:42:44,590 --> 00:42:50,650 breach our privacy and confidentiality. But the customers do benefit 607 00:42:50,650 --> 00:42:53,180 from a lot of that research and investment that Google 608 00:42:53,180 --> 00:42:57,750 is doing in the space. Antony, I know people are 609 00:42:57,750 --> 00:43:00,000 really curious about some of these things. So, I want 610 00:43:00,000 --> 00:43:02,320 to flash some of the stats and ask you to talk 611 00:43:02,320 --> 00:43:06,020 through them on conversational AI, which is what you lead 612 00:43:06,020 --> 00:43:12,230 the people. Those are some of the numbers that are a 613 00:43:12,250 --> 00:43:15,060 reflection, a bit of that investment that we're making, and 614 00:43:15,060 --> 00:43:19,810 they turn into vast adoption from customers. Thousands and thousands 615 00:43:19,810 --> 00:43:24,610 of customers are using a Dialogflow out of price customer. Dialogflow has 616 00:43:24,610 --> 00:43:27,750 reached a big milestone last year. I think it was last, 617 00:43:27,750 --> 00:43:30,940 next, it was around eight or 900, 000 developers on 618 00:43:30,940 --> 00:43:34,160 the platform. We actually reached 1. 4 million developers on the platform 619 00:43:34,160 --> 00:43:36,360 the last two months. And it's still growing very, very 620 00:43:36,360 --> 00:43:40,780 fast. So Dialogflow has a massive public community that really 621 00:43:41,110 --> 00:43:46,320 helps people with creating bots. We support 32 languages for 622 00:43:46,320 --> 00:43:49,580 voice and a lot, lot more. I think it's 80 or something 623 00:43:49,580 --> 00:43:54,270 in chat. We have full integration with Genesys platform, which 624 00:43:54,270 --> 00:43:57,120 is the partnership here, which is awesome, but things like... 625 00:43:57,380 --> 00:44:00,620 Our bots can handle 20,000 intent for example, in a 626 00:44:00,620 --> 00:44:04,540 single agent. In a single agent. That means one entry 627 00:44:04,540 --> 00:44:08,190 point, and you can do 20, 000 in intent detection 628 00:44:08,190 --> 00:44:11,150 and route people throughout the entire company. You don't have 629 00:44:11,150 --> 00:44:13,610 to ask people to press one for service, and two 630 00:44:13,610 --> 00:44:16,300 for support. This is all part of the conversation get 631 00:44:16,300 --> 00:44:19,650 down and it all use case in switch between each of them. 632 00:44:19,840 --> 00:44:21,640 You call for billing first, and then you want to 633 00:44:21,640 --> 00:44:25,640 change plan. All that is done in a single agent, 634 00:44:26,250 --> 00:44:30,230 thanks to that kind of capabilities. WaveNet is interesting. WaveNet is the 635 00:44:30,230 --> 00:44:32,850 ability to create... It's text to speech. It's the reverse. 636 00:44:33,050 --> 00:44:34,720 You're speaking to the bot, the bot has to speak 637 00:44:34,720 --> 00:44:37,950 back to you. And Google has released and developed, and 638 00:44:37,950 --> 00:44:42,360 actually released the WaveNet technology, to create voices that are 639 00:44:42,420 --> 00:44:48,370 very human sounding. And what we've realized is the more 640 00:44:48,370 --> 00:44:51,710 human sounding, the more engaging those voices are, the more 641 00:44:51,710 --> 00:44:55,680 the customers or users of the platform are actually engaged. So, getting 642 00:44:55,680 --> 00:44:58,700 to a point where those voices are very, very human, 643 00:44:59,560 --> 00:45:05,050 will help adoption of voice bots in the field. And 644 00:45:05,250 --> 00:45:07,750 without ever deceiving customers, you never want to make them 645 00:45:07,750 --> 00:45:09,910 think they're talking to a human when they're talking to 646 00:45:09,910 --> 00:45:13,040 a bot. But having that engaging voice is very, very 647 00:45:13,040 --> 00:45:15,440 important to deploying a bot, and that's available today. There's 648 00:45:17,740 --> 00:45:21,700 150 or 60, I can't remember exactly, WaveNet voices available 649 00:45:21,700 --> 00:45:27,950 to you on the Google platforms in many, many languages. It's funny. I'm 650 00:45:28,490 --> 00:45:31,390 going to pick up on something about WaveNet, which again, for 651 00:45:31,390 --> 00:45:35,310 a Contact Center audience, this is quite transformative. If you think of 652 00:45:36,890 --> 00:45:40,250 the thousands of different prompts, they recorded as part of 653 00:45:40,250 --> 00:45:50,640 your flows today, and having to take that to a recording artist or somebody in the Contact Center, just to record that quick message. Imagine what 654 00:45:50,640 --> 00:45:55,140 that means for you when you can start to type 655 00:45:55,140 --> 00:45:57,510 them and allow the system to use brand then use... Sorry, to use a 656 00:45:58,960 --> 00:46:02,420 voice that is on brand for you, and choosing one of 657 00:46:02,420 --> 00:46:06,530 those waves in their voices. That's a huge operational efficiency that is just built 658 00:46:06,530 --> 00:46:11,240 into the platform. And that brings me to the peanut 659 00:46:11,240 --> 00:46:14,310 butter and jelly, the better to get a slide. And 660 00:46:14,310 --> 00:46:19,560 the reason for that is, when we think about all of the things that go into operating and managing a 661 00:46:19,630 --> 00:46:25,340 Contact Center operation, Genesys has user experience. Unlike where we 662 00:46:25,340 --> 00:46:29,250 put a bot in the front, and have that as isolated experience, 663 00:46:29,490 --> 00:46:33,440 really what we advocate at Genesys is let your customer experience platform 664 00:46:33,530 --> 00:46:37,950 orchestrate that entire end- to- end customer conversation. Genesys has 665 00:46:37,950 --> 00:46:41,350 some artificial intelligence technology on its own with something we call Predictive 666 00:46:41,350 --> 00:46:44,810 Web Engagement, that allows you to engage customers based on 667 00:46:44,810 --> 00:46:47,230 all of the data that we know and drive them to an 668 00:46:47,230 --> 00:46:50,500 experience that is very best for them. Sometimes that's a 669 00:46:50,500 --> 00:46:56,440 human. Sometimes that's a piece of content. Other times that's a bot. And using that upfront decision 670 00:46:56,440 --> 00:46:59,660 logic in an orchestration, we can really optimize that end 671 00:47:00,370 --> 00:47:03,520 to end customer experience and bring in the technology at 672 00:47:03,520 --> 00:47:06,730 the right time. I'm going to come back to Ritu 673 00:47:07,060 --> 00:47:08,220 here for a second, because we've got a couple of 674 00:47:08,650 --> 00:47:11,210 key takeaways and then we want to get into your 675 00:47:11,770 --> 00:47:25,840 audience Q& A. So, Ritu, why don't you just recap for us some of the research? all dimensions. That's fantastic. 676 00:47:26,220 --> 00:47:30,810 And so, if I actually walk you through, in the 677 00:47:30,880 --> 00:47:34,830 study that we just talked about, the 407 different organizations worldwide, 678 00:47:35,630 --> 00:47:38,390 and across the different industry, there are folks who are 679 00:47:38,390 --> 00:47:41,910 early adopters of this technology. So, kudos to them and we 680 00:47:41,910 --> 00:47:44,910 ask them, " What are your metrics and what are the 681 00:47:44,980 --> 00:47:48,240 rate of improvements that you're actually seeing today, and also what 682 00:47:48,520 --> 00:47:50,610 you envision it to be in the next three years?" 683 00:47:50,960 --> 00:47:53,880 So, very heartening to see, and I saw one question 684 00:47:53,880 --> 00:47:56,900 in the chat here that someone was asking that, " What is 685 00:47:56,900 --> 00:48:01,470 the ROI of this investment? Is it just the employee, human 686 00:48:01,470 --> 00:48:04,310 agent productivity?" And if you think the earlier adopters, of 687 00:48:04,310 --> 00:48:07,590 course they have seen improvement in efficiency and that is 688 00:48:07,590 --> 00:48:10,650 one of the metrics, but the top seat, is not just 689 00:48:10,650 --> 00:48:14,480 the efficiency of the human agents. It's actually better customer 690 00:48:14,480 --> 00:48:20,100 experience. They might be measuring it either through NPS, or that they're measuring it through customer lifetime 691 00:48:20,190 --> 00:48:24,390 value. There are different measurements. The customers might be doing it, but 692 00:48:24,930 --> 00:48:30,580 that's just number one. They feel that they actually can reduce the 693 00:48:30,580 --> 00:48:33,960 average handling time, from someone who's actually giving you a 694 00:48:33,960 --> 00:48:37,940 call, to making it more sufficient than us, either just 695 00:48:38,020 --> 00:48:42,770 being answered by the voicebot, or the chatbot, textbot. All 696 00:48:42,770 --> 00:48:45,540 tapping is on, in a reasonable amount of time, at 697 00:48:45,540 --> 00:48:49,440 the right time, with the right level of messaging to the human agent, to 698 00:48:49,440 --> 00:48:51,850 be answered in the most diligent and the most efficient way. 699 00:48:52,440 --> 00:48:55,770 So the end- to- end handling time is greatly improved, only 700 00:48:56,250 --> 00:49:00,020 24% of them say. And improved call deflection. In certain 701 00:49:00,120 --> 00:49:03,540 situations, if you see that the bot is not equipped to answer that, then 702 00:49:04,230 --> 00:49:07,070 it can be rightly moved on to a different means 703 00:49:07,070 --> 00:49:12,450 of communication. Those are the three most important rate of improvements the customers 704 00:49:13,080 --> 00:49:17,900 are reporting. Of course improvement in efficiency, and all of that is 705 00:49:17,900 --> 00:49:22,570 extremely important and improvement in operational efficiency. But I hope that answers 706 00:49:23,000 --> 00:49:25,860 the question that I saw in terms of the ROI, but 707 00:49:26,290 --> 00:49:29,540 this is something that we'll be constantly watching and running 708 00:49:29,800 --> 00:49:34,380 more extensive amounts of research over the next couple of months, and over the course of 709 00:49:34,380 --> 00:49:36,570 a year. And we'd be happy to report in more 710 00:49:37,100 --> 00:49:40,280 further interesting insights. So with that, I'll pass it on 711 00:49:40,280 --> 00:49:56,100 to you, Chris. Chris? the use cases. The answering might be coming off mute there. 712 00:49:56,440 --> 00:49:59,920 But as he's coming out- Sorry. There we go. I 713 00:49:59,920 --> 00:50:07,360 lost my track. I lost my trail and I saw here the 714 00:50:07,360 --> 00:50:13,030 window was answering questions. The way you want to implement that 715 00:50:13,030 --> 00:50:16,170 is, and we've seen that mistake happen in many customers, is they're 716 00:50:16,170 --> 00:50:20,590 trying to think about all that customer experience transformation and start 717 00:50:20,820 --> 00:50:24,450 trying to want to change an entire BU. They take 718 00:50:24,970 --> 00:50:27,440 a floor organization in their company and try to do 719 00:50:27,440 --> 00:50:30,040 a full change of that. And that's usually not the 720 00:50:30,040 --> 00:50:32,060 right way to do it. It's good to have that 721 00:50:32,060 --> 00:50:34,470 as the silver lining of all your transformation, but you 722 00:50:34,470 --> 00:50:36,690 can start with simple things. And we have seen those 723 00:50:36,690 --> 00:50:40,380 simple things being deployed. We launched about three months ago 724 00:50:40,380 --> 00:50:44,440 in April, I think, a Rapid Response VA because of 725 00:50:44,440 --> 00:50:47,420 the situation. We had massive demand for Rapid Response VA. 726 00:50:47,550 --> 00:50:49,580 We launched that and you could deploy a bot in two 727 00:50:49,580 --> 00:50:53,840 weeks for simple use cases, no return processing in retail, 728 00:50:53,840 --> 00:50:57,920 hours of operation in healthcare, balance and query in financial 729 00:50:57,920 --> 00:51:00,460 services. Those are simple use cases you can launch very, very 730 00:51:00,470 --> 00:51:04,560 quickly and get going with your customers, and tamper a 731 00:51:04,560 --> 00:51:07,480 lot of that load that did increase actually with the 732 00:51:07,480 --> 00:51:10,560 current situation through the use of bot. And then you 733 00:51:10,560 --> 00:51:13,240 expand from there adding more use cases, as you go 734 00:51:13,840 --> 00:51:18,840 to fit into your broader customer experience transformation journey. But 735 00:51:18,840 --> 00:51:23,880 start small. You can't start fast, that's the idea. Wonderful. And 736 00:51:24,210 --> 00:51:28,300 lastly, before we get to Q&A, from a Genesys perspective, 737 00:51:28,300 --> 00:51:31,490 from a Genesys vision, we want to provide the most flexible AI 738 00:51:31,490 --> 00:51:35,080 powered CX solution for the digital age. And really if 739 00:51:35,080 --> 00:51:37,640 I break that apart, as you see, that's whether you 740 00:51:37,640 --> 00:51:41,140 deploy on prem, or in the cloud, depending on the business 741 00:51:41,140 --> 00:51:44,470 outcomes that you want to optimize for breaking those silos across 742 00:51:45,760 --> 00:51:48,760 your organization, whether it's sales, marketing or service, and really 743 00:51:48,760 --> 00:51:53,580 being able to orchestrate those experiences together. So now we 744 00:51:53,580 --> 00:51:56,580 get into questions. And so I'm going to start with the question, that I'm going to answer myself. It comes from Susan, and it's about call deflection. "What is call deflection?" Call deflection at the end of 745 00:52:07,360 --> 00:52:11,810 the day means taking a customer that might otherwise consume a 746 00:52:11,810 --> 00:52:15,410 high cost resource like a human talking to an agent, 747 00:52:15,710 --> 00:52:17,950 to something that they could maybe self- service. And you're 748 00:52:17,950 --> 00:52:21,990 deflecting them from one experience to something that you will satisfy them 749 00:52:22,260 --> 00:52:26,340 well. And increasingly we're seeing that as a virtual agent 750 00:52:26,420 --> 00:52:31,830 experience, where, for a customer, they want to get an answer quickly, virtual 751 00:52:31,830 --> 00:52:34,900 agents can provide accurate, timely advice. You don't have to 752 00:52:34,900 --> 00:52:37,680 wait in queue for five minutes to get to someone that's going to tell 753 00:52:37,920 --> 00:52:46,010 you exactly the same thing. That's called deflection. I'm going 754 00:52:46,010 --> 00:52:50,970 to go to another question here, and this is going to be, Antony, it's for you- Yes. which is, " Is there 755 00:52:50,970 --> 00:52:55,170 a white paper on Google Contacts Center AI for virtual 756 00:52:55,170 --> 00:53:01,130 agents on how to deploy it?" There isn't a white 757 00:53:01,130 --> 00:53:07,300 paper, no. That said, we do have quite a few 758 00:53:07,980 --> 00:53:11,000 SI partners that are not certified, but trained on CCAI and 759 00:53:12,030 --> 00:53:15,220 can deploy that very, very well. I can name a 760 00:53:15,220 --> 00:53:20,220 few, Quantiphi, SpringML,, et cetera, are all very, very good at 761 00:53:20,220 --> 00:53:23,430 size, that have done many deployments and are targeting many. 762 00:53:25,480 --> 00:53:29,080 And can really help you through that journey creating the 763 00:53:29,080 --> 00:53:32,750 bots and deploying them, and also helping you with the agency's experience. 764 00:53:33,650 --> 00:53:36,820 Absolutely. And I will mention there is a video out 765 00:53:36,820 --> 00:53:40,080 there that you can check out which Genesys Group created 766 00:53:40,080 --> 00:53:45,310 together, which articulates some of the experiences that you can 767 00:53:45,310 --> 00:53:48,590 achieve using this technology. Ruti, next question is for you. 768 00:53:49,270 --> 00:53:52,410 It comes from Mary Ellen and it says, " Ruti, mentioned 769 00:53:52,410 --> 00:53:56,780 the democratization of data and changing culture." What tools do 770 00:53:56,780 --> 00:54:02,500 you see customers using to achieve the democratization of data, getting 771 00:54:02,500 --> 00:54:07,300 data out to the right people at the right time?" Oh, that's 772 00:54:07,300 --> 00:54:11,820 a great question. The very interesting thing today is there's 773 00:54:11,820 --> 00:54:16,390 no... It's not a few figures of the structured data 774 00:54:16,390 --> 00:54:19,840 now. There's a lot of unstructured data that is being used today. 775 00:54:20,030 --> 00:54:24,010 There's semi structured data. So, there's a cost of new set 776 00:54:24,010 --> 00:54:26,650 of breed of tools and technologies coming into place in 777 00:54:26,650 --> 00:54:31,860 terms of consolidating one common data platform. But that's just 778 00:54:31,860 --> 00:54:36,050 the starting this, specifically Facebook, because how do you transform 779 00:54:36,050 --> 00:54:39,470 the data, how you make sure the right set of 780 00:54:39,470 --> 00:54:43,780 metadata is available around them. It's a little bit fragmented market 781 00:54:43,780 --> 00:54:47,930 right now. There's something one separate for unstructured data, something for 782 00:54:47,930 --> 00:54:51,810 structured data, but there are a couple of tools and technologies, including 783 00:54:51,810 --> 00:54:55,180 from Google and the other incumbents that we talked, about 784 00:54:55,240 --> 00:54:58,100 that they can reach out to me separately to get 785 00:54:58,100 --> 00:55:01,010 the specific names, but there are things coming into for 786 00:55:01,010 --> 00:55:05,530 consolidation of different datasets, having a common metadata catalog. And 787 00:55:05,530 --> 00:55:11,170 also there are some advancements happening in transformational technology to improve 788 00:55:11,290 --> 00:55:14,320 the using Insights. AI is being used to even assess 789 00:55:14,320 --> 00:55:17,560 the quality of the data, to eliminate the biases in the 790 00:55:17,560 --> 00:55:21,920 data, to do the whole automation data pipeline. So there are 791 00:55:21,960 --> 00:55:24,300 a whole bunch of tools, but essentially it's a little 792 00:55:24,450 --> 00:55:26,640 bit fragmented right now if I have to say, but 793 00:55:26,640 --> 00:55:30,240 it's changing very rapidly. All right. So we have more 794 00:55:30,240 --> 00:55:33,410 questions that I think we're going to be able to answer in five minutes. So, we're going to get to do rapid 795 00:55:33,410 --> 00:55:38,290 fire. Antony, next question is for you, which is, " where are we seeing the 796 00:55:38,290 --> 00:55:46,820 ROI on chatbots versus increased staffing?" There's a few areas 797 00:55:46,820 --> 00:55:48,500 where you could get that. So the first one is 798 00:55:50,800 --> 00:55:55,480 when the chatbot reaches the agent, usually there's a conversational chatbot 799 00:55:55,480 --> 00:55:59,420 that did a lot of the data gathering, trying to 800 00:55:59,420 --> 00:56:01,500 solve the answer for. So, when the agent gets it, 801 00:56:02,010 --> 00:56:04,270 a lot of that information is already gathered, passed to 802 00:56:04,270 --> 00:56:06,840 the human agent, and then the call is obviously shorter, 803 00:56:06,840 --> 00:56:09,060 because you don't have to redo all that data gathering. 804 00:56:09,580 --> 00:56:12,990 There's a gain there. Second gain is a smart reply, 805 00:56:12,990 --> 00:56:16,410 which is something that we have in our technology, which actually 806 00:56:16,410 --> 00:56:23,480 suggests answers directly, and the human agent can click that 807 00:56:23,480 --> 00:56:26,740 answer, and there's these choices, there's usually two or three answers. 808 00:56:26,740 --> 00:56:28,550 They can click it, just edit it if they want, 809 00:56:28,550 --> 00:56:31,970 or just send it. So faster typing, more accurate responses, 810 00:56:32,130 --> 00:56:34,750 less typos. If you look at chat agents, they're always 811 00:56:35,560 --> 00:56:39,560 switching back to fix a typo, that doesn't happen. And 812 00:56:39,560 --> 00:56:44,700 then also the documents suggestion, knowledge suggestion help the human 813 00:56:44,700 --> 00:56:47,250 agent not have to search and put somebody on post 814 00:56:47,250 --> 00:56:50,500 search, either on Google or in their own internal systems 815 00:56:50,500 --> 00:56:54,340 to find a document. Those documents are automatically suggested through 816 00:56:54,340 --> 00:56:56,800 the Agent Assist. So that goes faster. And at the 817 00:56:56,800 --> 00:56:59,560 end of the call, the call dispositions also shorten because 818 00:56:59,560 --> 00:57:02,020 all that conversation, the intents that were detected in the 819 00:57:02,020 --> 00:57:05,130 conversational, are put in a little summary that can be put 820 00:57:05,130 --> 00:57:08,100 on the case. So you're gaining efficiency in every step 821 00:57:08,100 --> 00:57:12,430 of the way there. Wonderful. I'll take the next question 822 00:57:12,430 --> 00:57:16,250 from Christine, which is, " Where can I find more information about 823 00:57:16,250 --> 00:57:19,460 Agent Assist, how it works, what does the implementation look 824 00:57:19,780 --> 00:57:24,970 like, what can you do with it? And how it's being used by other customers currently?" Genesys. com. 825 00:57:25,500 --> 00:57:28,500 So we would love to talk to you about that as an implementation partner with 826 00:57:28,500 --> 00:57:34,390 Google, about how real world customers are using it, the benefits, 827 00:57:34,740 --> 00:57:38,140 the timelines, the whole lot. So very happy to engage 828 00:57:38,140 --> 00:57:41,100 with you on that. There is additional information on google. 829 00:57:41,320 --> 00:57:44,830 com if you looked at Contact Centre AI, which takes you 830 00:57:44,830 --> 00:57:50,140 through the Contact Center AI Agent Assist capabilities as well. My 831 00:57:50,140 --> 00:57:54,730 next question, Antony, I'm going to come back to you 832 00:57:54,730 --> 00:57:58,420 on this one. This is from Darrius which is, " What level 833 00:57:58,420 --> 00:58:02,880 of effort does it take to tune the AI for multi- 834 00:58:02,880 --> 00:58:07,990 tone responses, for it to be conversational?" Just for the 835 00:58:07,990 --> 00:58:11,360 audience benefit, the multi- tone response is really when you're 836 00:58:11,360 --> 00:58:15,130 going back and forth in the conversation, so it feels 837 00:58:15,130 --> 00:58:19,640 natural. But Antony what's your answer there? There's a few 838 00:58:19,640 --> 00:58:22,130 things in that question. First thing I would say the 839 00:58:22,190 --> 00:58:27,150 model itself, the understanding model does not need to be 840 00:58:27,150 --> 00:58:30,640 retrained, or trained, or do anything special. But one we provide out of 841 00:58:30,720 --> 00:58:32,810 the box for you is actually very powerful and can 842 00:58:32,860 --> 00:58:35,520 adapt. So how you're going to tune it, is based 843 00:58:36,730 --> 00:58:39,290 via courtesy of the training phrases and the appropriate training 844 00:58:39,290 --> 00:58:42,960 phrases to tell our NLU what they need to search for 845 00:58:43,240 --> 00:58:47,860 in those sentences, that's on a one tone basis. Multi- 846 00:58:47,860 --> 00:58:53,410 tone Dialogflow supports many, many bot returns, conversation, and can 847 00:58:53,410 --> 00:58:55,890 do all the back end calls, have different paths based 848 00:58:55,890 --> 00:58:59,190 on the responses from those web hooks that you're doing 849 00:58:59,190 --> 00:59:05,060 the back end. It's not technically complicated, obviously you need 850 00:59:05,060 --> 00:59:07,540 to adapt to conversation. So there is a level of effort, 851 00:59:07,830 --> 00:59:09,430 as I said, you can start in a couple of 852 00:59:09,430 --> 00:59:11,610 weeks and get one or two bugs going and then 853 00:59:11,850 --> 00:59:17,200 add more as you go. I would say overall, it's 854 00:59:17,200 --> 00:59:19,980 going to be a journey because you probably have hundreds of 855 00:59:19,980 --> 00:59:23,570 use cases, but you can get started pretty quickly, and 856 00:59:23,650 --> 00:59:28,570 you do not have to retrain the model. This is 857 00:59:28,570 --> 00:59:34,280 done automatically by Dialogflow, even in a multi- tone environment. 858 00:59:34,280 --> 00:59:39,330 Awesome. It's hard to answer a short statement on this one. It's really 859 00:59:39,330 --> 00:59:42,900 encouraging to see that we have so many questions. Just because we didn't answer 860 00:59:42,910 --> 00:59:44,610 them right now, it doesn't mean that we're not going to. I'm going to 861 00:59:44,610 --> 00:59:50,100 answer one last question and hand back to Josh, our moderator here. 862 00:59:50,290 --> 00:59:55,810 So the question is from HCL, "Is there a specific version of Genesys that is 863 00:59:55,810 --> 00:59:59,070 required for CCAI to work?" Guess what the good news 864 00:59:59,200 --> 01:00:05,720 is, we've integrated Google CCAI all on our various capabilities 865 01:00:05,970 --> 01:00:11,260 across Genesys, PureConnect, Engage and Genesys Cloud. So no matter 866 01:00:11,260 --> 01:00:13,700 what platform you're on, we have something for you. We 867 01:00:13,700 --> 01:00:18,510 can look at your specific requirements and give you a path 868 01:00:18,510 --> 01:00:21,640 forward. So with that, Josh, I'm going to hand it 869 01:00:21,640 --> 01:00:25,940 back to you to take us through what's next. Awesome. 870 01:00:26,260 --> 01:00:29,650 Thank you very much, Chris. Like you mentioned, unfortunately, that 871 01:00:29,650 --> 01:00:31,410 is the end of our Q& A, but don't freak, 872 01:00:31,820 --> 01:00:33,870 even though we didn't answer it live, we will follow 873 01:00:33,870 --> 01:00:36,790 up with you via email within the next few business days. So just be 874 01:00:36,890 --> 01:00:40,990 on the lookout for our prompt responses to you. So 875 01:00:41,080 --> 01:00:44,270 with all that being said, to wrap up, first, don't 876 01:00:44,270 --> 01:00:46,740 forget to take advantage of the additional resources within the 877 01:00:46,740 --> 01:00:50,560 resource list. Specifically the Contact Center AI success kit, the 878 01:00:50,560 --> 01:00:54,270 IDC spotlight and the Genesys and Google Cloud partnership page 879 01:00:54,270 --> 01:00:57,080 on genesys. com. Be sure to click those before today's 880 01:00:57,080 --> 01:00:59,310 session ends, and they'll open up in a new tab 881 01:00:59,310 --> 01:01:01,720 in your browser and give you an additional information on 882 01:01:01,720 --> 01:01:06,360 today's topic. Also after today's session concludes, you'll have the 883 01:01:06,360 --> 01:01:08,610 opportunity to fill out that brief survey that I mentioned 884 01:01:08,610 --> 01:01:12,470 before. We'd love and appreciate your feedback. And lastly, be 885 01:01:12,570 --> 01:01:14,470 sure to check out our new podcast Tech Talks in Twenty, where 886 01:01:15,080 --> 01:01:17,900 we sit down with Genesys experts to discuss the topics 887 01:01:17,900 --> 01:01:20,270 that you want to hear, in about 20 minutes. You 888 01:01:20,270 --> 01:01:22,580 can listen on our website as well as anywhere you 889 01:01:22,680 --> 01:01:27,010 get your podcasts, iTunes, Google Play, Spotify, and Stitcher. So 890 01:01:27,010 --> 01:01:29,700 with all that being said on behalf of Chris, Ritu and 891 01:01:29,700 --> 01:01:32,630 Antony, as well as the entire Genesys team, we thank 892 01:01:32,630 --> 01:01:36,280 you for joining today's webcast titled, Unlock the transformative power 893 01:01:36,280 --> 01:01:39,670 of AI for Contact Centers. Until next time, have a 894 01:01:39,670 --> 01:01:42,540 good one, everyone. Thank you.[mktoform cta_header="WATCH NOW" cta_button="Watch Now" cms_hold="RG" cid_id="7011T000001t8gXQAQ"] Meet the Speakers Antony Passemard Guest Speaker Applied Conversational AI and CCAI Lead Google Cloud Ritu Jyoti Guest Speaker Program Vice President, Artificial Intelligence IDC Chris Connolly Vice President, Product Marketing Genesys AppFoundry Webinar Improve productivity while increasing customer satisfaction [cutoff co_thick="2px"]Wednesday, July 29, 2020 at 8 AM PDT Customer experience is everything. Customers expect you to have the tools in place to solve issues in a timely and effective manner. But, when there’s also added pressure to do more with less, increasing your call center and sales agents’ productivity is key. Join us to learn how you can leverage CTI to provide your agents with insight into your customer’s issues, drive agent productivity and increase reporting to make the right business decisions. In this webinar you’ll learn how to: Drive agent productivity Improve customer satisfaction Monitor and measure agent performance Identify customer pain points [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t8sEQAQ"] Meet the Speaker Jeff Knight VP of Sales Upland InGenius LinkedIn Live Demo Genesys Cloud: The power of a visionary workforce engagement solution [cutoff co_thick="2px"][webinarschedulesingle]Whether you’re an agent or a supervisor, the complexity of your contact center solution can interfere with your ability to do your job well. A host of overly complex solutions forces your employees to focus their attention on navigating technology rather than providing excellent customer experiences, and can waylay them with updates that break parts of their systems, confusion about which solutions to use for specific tasks, and an ability to see and understand the bigger picture with integrated reporting and analytics. Watch this on-demand demo for the Genesys integrated, all-in-one WEM solution. During this 25-minute session, you’ll get a chance to see the highlights of our solution in action.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t8bmQAA"] Meet the Speakers Robert Beasley Director, Strategic Solutions Genesys Webinar Bytes [Webinar Bytes] Managing change: From on-premises to cloud We've taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then click the link below to access the full webinar, resources, and slides.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 from an existing on-premises contact center solution to a modern cloud architecture doesn’t have to be intimidating. A smart change management strategy lets you identify potential stumbling blocks and prepare to reach your organization’s goals. In these webinar bytes, join Genesys strategic business consultant Jodi Thompson for a roundtable discussion with Genesys customers who have been there and done that. Better customer and employee experiences await. Take the next step by watching today. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Jodi Thompson Sir Principal Business Consultant, Genesys Lori Bocklund President, Strategic Contact Dean Thames Platform Architect, Koch Global Services Julie Hopkins Project Manager, Koch Global Services [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:01,090 Two of the top questions 2 00:00:01,090 --> 00:00:02,860 I hear from customers is" 3 00:00:04,540 --> 00:00:05,960 Why do change management in 4 00:00:05,960 --> 00:00:07,540 the first place?" And also, " 5 00:00:07,540 --> 00:00:08,960 How do other companies do 6 00:00:08,960 --> 00:00:11,260 change management?" So for today's 7 00:00:11,260 --> 00:00:13,220 conversation and we've talked about 8 00:00:13,220 --> 00:00:14,460 it before, we want to 9 00:00:14,460 --> 00:00:15,770 get your feedback and your 10 00:00:15,770 --> 00:00:17,330 insight. So I'm going to 11 00:00:17,330 --> 00:00:18,700 kick things over first to 12 00:00:18,700 --> 00:00:21,010 Laurie, and ask Laurie and 13 00:00:21,010 --> 00:00:23,200 then Julie, can you share 14 00:00:23,200 --> 00:00:26,570 with us what... about what 15 00:00:26,570 --> 00:00:28,380 change management means to you? 16 00:00:29,970 --> 00:00:34,630 Yeah. Thank you... It's one 17 00:00:34,630 --> 00:00:36,220 of my favorite topics. I 18 00:00:36,220 --> 00:00:37,070 got trained in it a 19 00:00:37,070 --> 00:00:38,540 long time ago and get 20 00:00:38,540 --> 00:00:40,090 to apply it on projects all 21 00:00:40,090 --> 00:00:41,260 the time as a consultant, 22 00:00:41,320 --> 00:00:42,080 I've worked with a lot 23 00:00:42,080 --> 00:00:43,990 of different companies. When I'm 24 00:00:43,990 --> 00:00:45,920 helping clients understand what we're 25 00:00:45,920 --> 00:00:47,390 talking about with change management, 26 00:00:47,390 --> 00:00:49,020 we say it's concepts and 27 00:00:49,020 --> 00:00:51,050 tools. Everyone understands that project 28 00:00:51,050 --> 00:00:53,310 management concept, but this is 29 00:00:53,310 --> 00:00:54,740 about helping, as you said, 30 00:00:54,740 --> 00:00:57,660 individuals and groups change. I 31 00:00:57,660 --> 00:00:58,410 like to think of it 32 00:00:58,410 --> 00:00:59,720 as a journey. Any project 33 00:00:59,720 --> 00:01:01,460 you're on a journey, and 34 00:01:01,460 --> 00:01:02,390 you want to bring everybody 35 00:01:02,390 --> 00:01:04,260 along successfully to that target 36 00:01:04,260 --> 00:01:06,430 destination, and you're going to 37 00:01:06,430 --> 00:01:07,510 hit some bumps. You're going 38 00:01:07,510 --> 00:01:08,830 to have some detours along 39 00:01:08,830 --> 00:01:10,650 the way and change management 40 00:01:10,650 --> 00:01:12,220 really helps everybody adjust and 41 00:01:12,220 --> 00:01:13,660 adapt as you go on 42 00:01:13,660 --> 00:01:15,280 that journey, and still hopefully 43 00:01:15,280 --> 00:01:16,000 end up at the right 44 00:01:16,000 --> 00:01:17,990 place together and able to 45 00:01:17,990 --> 00:01:18,990 get the benefits of that 46 00:01:18,990 --> 00:01:22,220 change. Good. Laurie, what's your 47 00:01:22,220 --> 00:01:25,920 insight to share? Yeah, thanks 48 00:01:25,920 --> 00:01:27,630 Laurie and so when I look 49 00:01:27,630 --> 00:01:29,230 at change management, I kind 50 00:01:29,230 --> 00:01:30,480 of... well I'm a project 51 00:01:30,480 --> 00:01:31,530 manager, so I view it 52 00:01:31,580 --> 00:01:33,000 from a project management and 53 00:01:33,000 --> 00:01:35,850 customer perspective. So anytime there 54 00:01:35,850 --> 00:01:37,280 is a project, there will 55 00:01:37,280 --> 00:01:39,830 be organizational changes that'll have 56 00:01:39,830 --> 00:01:40,940 to be thought through from 57 00:01:40,940 --> 00:01:43,120 a customer perspective and to 58 00:01:43,120 --> 00:01:45,000 Laurie's point, it's about identifying 59 00:01:45,000 --> 00:01:46,320 that bunch of people in 60 00:01:47,200 --> 00:01:48,450 a project. We call those 61 00:01:48,450 --> 00:01:49,760 the stake holders, and getting 62 00:01:49,760 --> 00:01:51,380 them bought into that vision 63 00:01:51,740 --> 00:01:52,850 and why the change is 64 00:01:52,850 --> 00:01:54,600 needed in determining the plan 65 00:01:54,600 --> 00:01:55,560 on how to get them 66 00:01:55,930 --> 00:01:58,780 to that desired state. So 67 00:01:58,780 --> 00:01:59,960 I feel like if you 68 00:01:59,960 --> 00:02:01,540 can create a framework or 69 00:02:01,540 --> 00:02:03,450 guard rails around that process, 70 00:02:03,760 --> 00:02:05,420 that really is very beneficial 71 00:02:05,420 --> 00:02:07,140 for organizations to be able 72 00:02:07,140 --> 00:02:08,730 to obtain and get to 73 00:02:08,730 --> 00:02:10,210 the goals of change management. Webinar Bytes [Webinar Bytes] The new normal: Redefining business continuity We've taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then click the link below to access the full webinar, resources, and slides.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Customer experience has entered uncharted territory. The first half of 2020 ushered in global unpredictability, forcing businesses to rapidly adapt and deliver customer experiences in new ways. It’s important to understand what this “new normal” is to gain perspective and to understand where the industry is headed. In these webinar bytes, join Sheila McGee Smith and Barbara Gonzalez to hear real-life accounts of how businesses across key industries have rapidly evolved their contact center operations. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Sheila McGee Smith Founder and Principal Analyst McGee Smith Analytics Barbara Gonzalez Global VP for Strategic Business Consulting Genesys Colin Salvesen Head of IT Mr Price Group Ltd – South Africa Paul Bourdeaux Vice President, IT eFinancial [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,320 I normally work from home although I do travel a 2 00:00:02,330 --> 00:00:04,740 lot, so I probably spend half of my time at 3 00:00:04,740 --> 00:00:07,820 home and half of my time on the road. Some 4 00:00:07,820 --> 00:00:11,580 companies, for example, are considering, should we create a working 5 00:00:11,580 --> 00:00:15,220 from home model beyond the crisis? Sheila she certainly needed 6 00:00:15,220 --> 00:00:18,080 no introduction, her reputation in the contact center space and 7 00:00:18,080 --> 00:00:21,610 the customer experience space, procedure around the world in North 8 00:00:21,610 --> 00:00:25,170 America. We have about 400 call center agents that serves 9 00:00:25,170 --> 00:00:28,310 both sales agents, transfer agents, customer care reps, and as 10 00:00:28,310 --> 00:00:30,940 well as independent agents spread across the country. So to 11 00:00:31,200 --> 00:00:33,700 get us started with this conversation, I would first like 12 00:00:33,790 --> 00:00:36,750 to ask Sheila to give us her analyst perspective on 13 00:00:36,750 --> 00:00:39,470 the current state of customer experience and the impact that 14 00:00:39,760 --> 00:00:42,870 COVID-19 is having in the contact center space. And he's nodding 15 00:00:42,870 --> 00:00:46,350 because it's an important piece of research that a lot 16 00:00:46,350 --> 00:00:49,600 of us in the context center look forward to seeing 17 00:00:49,600 --> 00:00:55,360 that new data every year. And digital transformation, supplying better 18 00:00:55,360 --> 00:01:00,820 digital customer experience, meeting the demands of consumers who want 19 00:01:01,110 --> 00:01:05,440 better digital options from the organizations and the companies that 20 00:01:05,440 --> 00:01:09,250 they work with. So despite some slight differences in state 21 00:01:09,250 --> 00:01:13,340 government guidelines for COVID response, eFinancial chose to enable working 22 00:01:13,340 --> 00:01:15,490 from home for all of our agents and employees at 23 00:01:15,490 --> 00:01:17,780 the same time. Colin maybe the same question for you, 24 00:01:18,240 --> 00:01:21,140 what was the changes for your agents and are they 25 00:01:21,140 --> 00:01:24,780 working from home? And we're going to go back to that topic in 26 00:01:24,780 --> 00:01:27,180 a minute, but Paul, same question for you, how has 27 00:01:27,180 --> 00:01:30,460 the business been effective for you guys and disruption and 28 00:01:30,460 --> 00:01:33,200 customer experience and how are you mitigating it? So that 29 00:01:33,200 --> 00:01:36,330 was an initiative from our CEO, Tony Bates and his 30 00:01:36,330 --> 00:01:40,490 leadership and with constant communication and a lot of transparency 31 00:01:40,490 --> 00:01:43,030 and very quickly shutting down our offices and making sure 32 00:01:43,030 --> 00:01:45,960 that everybody was okay and working from home and staying 33 00:01:45,960 --> 00:01:49,360 safe. So we'll be looking a lot more at stuff like 34 00:01:49,430 --> 00:01:53,180 customer self- help stuff like where your Genesys platform can 35 00:01:53,180 --> 00:01:55,840 bring all communications types into one space where we can 36 00:01:55,840 --> 00:01:58,650 actually make sense of that data and actually start delivering 37 00:01:58,650 --> 00:02:02,510 on what customers want. Some of those we can supply, 38 00:02:02,940 --> 00:02:05,640 even if the contact center is not in the cloud 39 00:02:05,640 --> 00:02:10,340 yet, but the vision should be to the point that 40 00:02:10,340 --> 00:02:12,880 was made earlier by Paul and Colin. So the question 41 00:02:12,880 --> 00:02:15,380 for you has this crisis and the fact that your 42 00:02:16,110 --> 00:02:18,970 agents are working from home, have been working from home 43 00:02:18,970 --> 00:02:20,830 now for a while. So just making sure that a 44 00:02:21,600 --> 00:02:23,700 bot is not just about call deflection, but it's also 45 00:02:23,850 --> 00:02:26,220 about being able to give context to an agents as 46 00:02:26,220 --> 00:02:29,140 to what the customer journey is from an eCommerce perspective. 47 00:02:29,140 --> 00:02:32,290 They're taking their contact center agents and moving them to 48 00:02:32,510 --> 00:02:35,590 cloud based solutions. So with that on behalf of Sheila, 49 00:02:35,660 --> 00:02:39,420 Barbara, Colin, and Paul, as well as the entire Genesys team, 50 00:02:39,540 --> 00:02:42,090 we thank you again for joining today's webcast, The New 51 00:02:42,090 --> 00:02:44,360 Normal Redefining Business Continuity. GovLoop Online Training: The Future of Customer Experience is in Automation [cutoff co_thick="2px"]A new wave of citizen experience is here. Chatbots, voice assistance, artificial intelligence (AI) and other automation technologies are being deployed much more widely, however, many agencies are still slow to implement these solutions. Agencies can create better customer experience with automation. New government data from GovLoop and Genesys, shows that 62% of respondents see the biggest benefit of automation is allowing agents to focus on more complex services or problems. In this training, you’ll learn: How successful agencies have been able to overcome barriers to see enhanced citizen experience with automation tools. Results from a survey with GovLoop and Genesys on how automation could free up employees’ time to do more mission critical tasks. How automation could create avenues of self-service for customers who need information in real-time. [mktoform cta_header="Watch the training" cta_button="Watch now" cms_hold="RG" cid_id="7011T000001t9k1QAA"] Meet the Speakers Jodi M. Thompson Senior Principle Business Consultant, Genesys Jennifer Hill Management and Program Analyst, Bureau of the Fiscal Service, Department of Treasury AppFoundry Webinar How to launch self-service knowledge fast [cutoff co_thick="2px"]Wednesday, July 8, 2020 at 8AM PST This webinar will show how to roll out 24/7 customer self-service and immediately relieve your contact center. The deployment is much faster than you might think—but only if done in the right way. Done correctly, this rollout will facilitate self-service interactions within the first three-to-ten days of deployment. Within weeks, you can expect self-service interactions to outstrip assisted interactions. This is good news for customer experience, contact center efficiency and for your company. You'll learn: The core pieces every company needs to quickly and successfully roll out self-service Expected timeline and outcomes for rapid-launch self-service deployments Use cases from MindTouch customers that have successfully launched self-service on compressed timelines Sign up for this webinar today.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t7zTQAQ"] Meet the Speaker Aaron Rice CEO MindTouch Monthly Genesys Cloud Demo See Genesys Cloud in action: Keep your employees happy [cutoff co_thick="2px"][webinarschedulesingle]Your call center and customer service agents are the voice and face of your company. How they feel about their work has a ripple effect; happy and engaged employees create better customer experiences. Simplify their work with tools like unified communications. Ensure consistent service with quality tracking and measuring. And use custom widgets to get a clear picture of key KPIs. Modern call center software, like the Genesys CloudTM platform, can improve the work life of your agent and supervisors. Join us for the June Genesys Cloud demo to learn more about tools that improve the employee experience.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t8CmQAI"] Meet the Speaker Brad Forsythe Senior Strategic Sales Consultant Genesys MIT Analyst Webinar AI in the contact center: The promise, reality and future [cutoff co_thick="2px"]Companies across all industries are using artificial intelligence (AI) in the contact center to improve customer care, increase operational efficiency and enhance security. But how they’re going about it is changing rapidly. Join Claire Beatty, Editorial Director for International Markets at MIT Technology Review Insights; Janelle Dieken, Senior Vice President of Product Marketing at Genesys; and Aarde Cosseboom, Sr. Director of GMS Technology, Product and Analytics at fashion retailer TechStyle, to learn about the driving forces behind one brand’s vision and success. Get details on current AI use cases, challenges and trends — and see how the COVID-19 pandemic has changed the trajectory of AI in the contact center. Get an in-depth look into: Market AI adoption Reality, practicality and best practices for implementing and scaling AI MIT predictions about the role of AI [cutoff co_thick="2px"]1 00:00:05,100 --> 00:00:08,410 Good morning, evening and afternoon everyone. This is Josh Reed from 2 00:00:08,410 --> 00:00:10,420 the digital events team here at Genesys and I'll be 3 00:00:10,420 --> 00:00:13,620 moderating today's webcast. Let me be the first to welcome 4 00:00:13,620 --> 00:00:17,360 you all to today's webcast titled AI in the Contact Center: 5 00:00:17,530 --> 00:00:21,750 The Promise, Reality and Future. So to make sure that you 6 00:00:21,750 --> 00:00:24,610 have the best experience viewing today's webcast, let me highlight 7 00:00:24,610 --> 00:00:27,330 a few things first. First off, if you experience any 8 00:00:27,330 --> 00:00:31,610 problems viewing or listening to today's webcast, refresh your browser 9 00:00:31,610 --> 00:00:34,110 and make sure that it's up to date to support HTML5 as this 10 00:00:34,110 --> 00:00:37,930 usually fixes any console issues that you might experience. Also it 11 00:00:37,930 --> 00:00:40,500 might help to switch over to something like Mozilla Firefox 12 00:00:40,500 --> 00:00:42,670 or Chrome as well as these are the best browsers 13 00:00:42,670 --> 00:00:45,920 to support the webcast platform. And if you're having trouble 14 00:00:45,920 --> 00:00:49,460 seeing the slide window or the webcam window, that's completely 15 00:00:49,460 --> 00:00:51,680 fine. You do have the ability to enlarge that by 16 00:00:51,680 --> 00:00:56,330 dragging one of the corners throughout the presentation. Also note 17 00:00:56,330 --> 00:00:59,130 this webcast is designed to be an interactive experience between 18 00:00:59,130 --> 00:01:01,310 you and our presenters today. So at any time during 19 00:01:01,310 --> 00:01:03,510 the webcast, feel free to throw questions into the Q& 20 00:01:03,510 --> 00:01:07,430 A window below this slide window and we'll answer as 21 00:01:07,430 --> 00:01:10,340 many as we can at the end of the presentation. However, 22 00:01:10,500 --> 00:01:12,630 as sometimes it does happen if time gets away from 23 00:01:12,630 --> 00:01:15,670 us and we aren't able to answer your question aloud, 24 00:01:15,910 --> 00:01:18,320 don't frank we will follow up with you via email 25 00:01:18,320 --> 00:01:21,940 within the next few business days. And also know if 26 00:01:21,940 --> 00:01:24,100 you're joining late or you have to jump, or if 27 00:01:24,100 --> 00:01:26,400 you have to go somewhere else during the presentation, don't 28 00:01:26,400 --> 00:01:28,710 worry about that. This is being recorded and you will 29 00:01:28,710 --> 00:01:31,560 receive an on demand recording from ON24 within the next 30 00:01:31,560 --> 00:01:33,320 few business days. So just be on the lookout for 31 00:01:33,320 --> 00:01:37,080 that. Also at any time during today's webcast, feel free 32 00:01:37,080 --> 00:01:40,280 to check out the resource box just below the slide window 33 00:01:40,280 --> 00:01:42,870 next to the Q& A window. Clicking through won't take you away, 34 00:01:42,870 --> 00:01:44,530 so don't worry about that. It'll open up in a 35 00:01:44,530 --> 00:01:47,330 new tab in your browser, but these resources expand on 36 00:01:47,330 --> 00:01:51,370 today's topic. And lastly, we welcome and appreciate your feedback. 37 00:01:51,420 --> 00:01:53,330 So you'll have the opportunity to fill out a short 38 00:01:53,330 --> 00:01:56,020 survey today. It can be found in the last icon 39 00:01:56,020 --> 00:01:58,470 to the left or it'll show up automatically at the 40 00:01:58,470 --> 00:02:00,720 end of the presentation, but we definitely want to collect 41 00:02:00,720 --> 00:02:02,780 your feedback about what you would like to hear in 42 00:02:02,780 --> 00:02:07,390 the future for our webcasts. And like I said, short 43 00:02:07,390 --> 00:02:11,040 and sweet. So today we have three excellent presenters excited 44 00:02:11,040 --> 00:02:14,020 to discuss how to get details on current AI use 45 00:02:14,020 --> 00:02:17,760 cases, challenges, and trends, and see how the COVID-19 pandemic 46 00:02:17,760 --> 00:02:21,850 has changed the trajectory of AI in the contact center. First 47 00:02:21,850 --> 00:02:24,210 we have Janelle Dieken. She's the Senior Vice President of 48 00:02:24,290 --> 00:02:28,370 Product Marketing here at Genesys and joining Janelle today, we 49 00:02:28,370 --> 00:02:32,040 have two special guests from MIT technology review insights. Let 50 00:02:32,040 --> 00:02:35,440 me welcome Claire Beatty, the Editorial Director for International Markets 51 00:02:36,010 --> 00:02:38,980 and we also have Aarde Cosseboom, the Senior Director of GMS 52 00:02:38,980 --> 00:02:42,960 Technology, Product and Analytics from Textile. So with all that 53 00:02:42,960 --> 00:02:45,310 being said, I'm actually going to hand things off Claire 54 00:02:45,760 --> 00:02:48,040 to kick us off today. Claire, the floor is yours. 55 00:02:49,330 --> 00:02:52,600 Thank you. Thank you for the introduction, Josh. And I'm delighted to 56 00:02:52,600 --> 00:02:55,720 welcome you to this webinar today. We will be presenting 57 00:02:55,720 --> 00:02:59,490 the findings of a piece of research conducted with Genesys. 58 00:02:59,490 --> 00:03:02,300 It's called the Global AI Agenda, and we will be 59 00:03:02,300 --> 00:03:06,490 facilitating a discussion around that. So first of all, let 60 00:03:06,490 --> 00:03:09,680 me introduce you to the research that we will be 61 00:03:09,680 --> 00:03:18,510 presenting today. In December, 2019 and January, 2020, we conducted 62 00:03:18,510 --> 00:03:23,330 a global survey of about 1000 AI leaders, C level 63 00:03:23,330 --> 00:03:27,210 executives, heads of sales and marketing all across the world, 64 00:03:27,210 --> 00:03:30,730 so in Latin America, North America, Europe, the middle East and 65 00:03:30,730 --> 00:03:34,040 Africa and Asia Pacific. And the questions that we asked 66 00:03:34,040 --> 00:03:37,610 them are here on your screen. So what is the status of AI 67 00:03:37,610 --> 00:03:41,050 adoption globally? And what are the leading use cases? What 68 00:03:41,050 --> 00:03:44,350 are the benefits that companies are seeing through AI adoption 69 00:03:44,350 --> 00:03:47,850 so far and what are some of the obstacles? And then lastly, the 70 00:03:47,850 --> 00:03:51,500 idea of data sharing. So how are companies looking at 71 00:03:51,500 --> 00:03:56,050 the data sets that they have thinking about the potential benefits that could 72 00:03:56,050 --> 00:03:59,770 be gained if they share that data with third parties 73 00:04:00,030 --> 00:04:01,390 and what would it mean? What would they need to 74 00:04:01,390 --> 00:04:03,830 see in order to jump into this new world of 75 00:04:03,830 --> 00:04:08,320 data sharing? So with that, let me dive straight into 76 00:04:08,320 --> 00:04:12,330 some of the results of the survey. So the headline 77 00:04:12,380 --> 00:04:17,270 finding is that of the large companies that we surveyed, by 78 00:04:17,270 --> 00:04:21,600 the end of 2019 about 87% said that they were 79 00:04:21,600 --> 00:04:25,860 using AI somewhere in their business operations and the chart 80 00:04:26,140 --> 00:04:30,360 that's on your slide here shows the industries that are 81 00:04:30,380 --> 00:04:35,030 perhaps furthest ahead in this AI journey. And we see 82 00:04:35,030 --> 00:04:40,970 that financial services has really high expectations of AI. The 83 00:04:40,970 --> 00:04:44,980 question is within three years, approximately what percentage of your 84 00:04:44,980 --> 00:04:48,940 business processes will use AI? So you can see financial 85 00:04:48,940 --> 00:04:52,720 services is the furthest ahead. And they just have so 86 00:04:52,720 --> 00:04:58,420 many use cases from customer processes to back office operations, 87 00:04:58,720 --> 00:05:04,320 to risk management, to portfolio management, to cybersecurity. So they're actually 88 00:05:04,320 --> 00:05:13,610 very mature in using AI in the business. So next 89 00:05:13,610 --> 00:05:20,080 we looked at what are the largest AI use cases 90 00:05:20,080 --> 00:05:25,090 globally. And we saw the lead finding is that quality 91 00:05:25,090 --> 00:05:29,200 control followed by customer care and support and cybersecurity are 92 00:05:30,200 --> 00:05:35,160 the leading use cases globally. And if we think about 93 00:05:35,560 --> 00:05:40,480 quality control, there are just so many different ways that 94 00:05:40,480 --> 00:05:44,540 might look like depending on what industry you're in, whether you're in pharma 95 00:05:44,540 --> 00:05:48,270 or manufacturing, you might be using a different array of 96 00:05:48,310 --> 00:05:51,690 AI technologies for that use case, but that is the 97 00:05:51,690 --> 00:05:55,550 leading use case globally. So I'd like to bring in 98 00:05:55,560 --> 00:05:58,610 Aarde at this point to tell us a little bit 99 00:05:58,760 --> 00:06:02,700 about AI at Textile. What are some of the leading 100 00:06:02,700 --> 00:06:04,870 use cases you're seeing in your business Aarde? Aarde I think 101 00:06:04,870 --> 00:06:37,900 you might be on mute. Josh, perhaps you can help get Aarde 102 00:06:37,900 --> 00:06:41,430 off mute. Janelle I want to it over to you at this point? 103 00:06:42,370 --> 00:06:46,650 Hello. No, go ahead Janelle if you'd like to step 104 00:06:46,650 --> 00:06:47,850 in real fast and let me see if I can get Aarde 105 00:06:47,850 --> 00:06:53,410 unmuted here. Okay. No problem. Janelle tell us about your customers. 106 00:06:55,180 --> 00:06:59,180 Sure. So I think when we think of use of 107 00:06:59,180 --> 00:07:03,110 AI, especially as it relates to a couple of the 108 00:07:03,110 --> 00:07:06,660 columns in your chart here around customer service and support 109 00:07:06,660 --> 00:07:11,360 as well as even personalization, bots are often the first 110 00:07:11,360 --> 00:07:14,920 type of use case that comes to mind especially for 111 00:07:14,920 --> 00:07:18,970 customer support. But we also see it as more than 112 00:07:18,970 --> 00:07:23,880 just a Voicebot or a Chatbot. When I look at 113 00:07:23,880 --> 00:07:28,820 both personalizing products and services, as well as customer care 114 00:07:28,820 --> 00:07:32,450 and support, here at Genesys we believe that the future 115 00:07:32,450 --> 00:07:38,410 of customer experience is rooted in those highly personalized experiences 116 00:07:38,490 --> 00:07:42,470 powered by AI. That's a part of what we call 117 00:07:42,540 --> 00:07:48,260 experience as a service. And so that phrase experience as 118 00:07:48,260 --> 00:07:51,600 a service might be new to some, if not all 119 00:07:51,600 --> 00:07:53,560 of you. So let me unpack that for a moment. 120 00:07:54,260 --> 00:07:57,770 Experience as a service, it really just looks to help 121 00:07:57,770 --> 00:08:04,390 companies to provide personalization at scale where employees of companies 122 00:08:04,390 --> 00:08:09,190 can interact with their customers not only with efficiency and 123 00:08:09,190 --> 00:08:12,210 effectiveness, which are still important, but also with that added 124 00:08:12,210 --> 00:08:17,320 element of empathy, to help foster customer loyalty and trust 125 00:08:17,320 --> 00:08:20,330 along the way. And so if I go to the 126 00:08:20,330 --> 00:08:22,680 next slide and go to a little bit more detail 127 00:08:22,680 --> 00:08:25,880 on that, how we think of it here at Genesys 128 00:08:25,970 --> 00:08:30,570 with experience as a service is that each interaction between 129 00:08:31,000 --> 00:08:34,900 someone in your business and your end customers should start 130 00:08:34,900 --> 00:08:38,940 with your customer right at the center. And if you 131 00:08:38,940 --> 00:08:44,450 gain an understanding of that customer's needs, their intent and 132 00:08:44,450 --> 00:08:49,270 their preferences, then you can make customers feel remembered, heard 133 00:08:49,270 --> 00:08:52,210 and understood just as if you would in your other 134 00:08:52,210 --> 00:08:55,680 relationships that you build in life. And so in other 135 00:08:55,680 --> 00:08:59,180 words, in your experiences, you can go beyond the elements 136 00:08:59,180 --> 00:09:02,270 of efficiency and effectiveness in your contact center environment, which 137 00:09:02,270 --> 00:09:06,510 are still important and be more empathetic to really personalize 138 00:09:06,510 --> 00:09:11,390 that experience further. On interactions rooted in empathy, where you 139 00:09:11,390 --> 00:09:15,440 make the customer feel remembered, heard and understood, make it 140 00:09:15,440 --> 00:09:21,120 easier to build trust and earn loyalty for stronger connections 141 00:09:21,120 --> 00:09:25,450 and better results. And to achieve that at scale, which 142 00:09:25,450 --> 00:09:29,570 can be really where the challenge and complexity comes into the picture, 143 00:09:30,160 --> 00:09:32,980 you need to just have the right tools and technology 144 00:09:32,980 --> 00:09:36,570 in place. And we believe with experience as a service, 145 00:09:36,810 --> 00:09:43,410 that's a combination of three core components, data, artificial intelligence 146 00:09:43,650 --> 00:09:46,360 and engagement tools. And if I unpack that a little 147 00:09:46,360 --> 00:09:50,290 bit more as it relates to your question, Claire, around 148 00:09:50,290 --> 00:09:54,020 various use cases, we need to start with data because 149 00:09:54,070 --> 00:09:58,010 if I'm going to provide a personalized experience where I 150 00:09:58,010 --> 00:10:02,660 inject empathy and I want the customer to feel known 151 00:10:02,660 --> 00:10:04,990 and heard and understood, I have to know something about 152 00:10:04,990 --> 00:10:08,560 them. And so empathy requires information, not only about your 153 00:10:08,560 --> 00:10:12,430 customer, but also the employees that are serving them. And 154 00:10:12,430 --> 00:10:15,300 we see your contact center as really a gold mine 155 00:10:15,300 --> 00:10:20,240 for that data. By unifying historic third party and behavioral 156 00:10:20,240 --> 00:10:22,780 data, you can put that good data use. And that's 157 00:10:22,780 --> 00:10:27,500 where artificial intelligence comes into play, where AI can turn 158 00:10:27,500 --> 00:10:29,920 the mounds and mounds and mounds of data that you 159 00:10:29,920 --> 00:10:33,430 have into those real time insights and actions and make 160 00:10:33,430 --> 00:10:37,460 sense of it all with all your conversational data to 161 00:10:37,460 --> 00:10:40,780 predict, maybe engaging in the right moment, if they're surfing 162 00:10:40,780 --> 00:10:43,930 on your website or to predict who is the best 163 00:10:43,930 --> 00:10:47,980 person to answer that phone call or that email, or 164 00:10:47,980 --> 00:10:52,380 even predict who is the right resources to staff to 165 00:10:52,380 --> 00:10:55,500 handle that volumes to begin with. So it can automate 166 00:10:55,500 --> 00:10:59,240 decisions about who, when and how to engage extending beyond 167 00:10:59,240 --> 00:11:02,500 just the example of bots. And then thirdly, with the 168 00:11:02,500 --> 00:11:06,530 right engagement tools, it allows you to personalize those experiences, 169 00:11:06,550 --> 00:11:11,440 not just for customer service, but really across the lifecycle 170 00:11:11,440 --> 00:11:17,000 of your engagement in person across marketing sales and service, 171 00:11:17,000 --> 00:11:21,020 and the best engagement tools can help your employees know 172 00:11:21,020 --> 00:11:24,000 the road that your customer has traveled on and anticipate 173 00:11:24,000 --> 00:11:28,460 what they need most. So all together with data, with 174 00:11:28,470 --> 00:11:32,730 artificial intelligence making sense of that data and really using 175 00:11:32,730 --> 00:11:37,120 AI and those applications, spanning marketing, sales, and service, we 176 00:11:37,120 --> 00:11:40,770 feel you can create personalized experiences at scale that can 177 00:11:40,770 --> 00:11:45,020 help you provide true empathy to build trust and drive 178 00:11:45,020 --> 00:11:49,290 loyalty and that's experience of the service. And Claire if 179 00:11:49,290 --> 00:11:51,970 I can take a few more minutes maybe to give 180 00:11:52,470 --> 00:11:58,590 an example that the audience could relate to potentially. I'll 181 00:11:58,590 --> 00:12:01,300 go to this slide real quick. And so let's say 182 00:12:01,300 --> 00:12:05,460 Claire, you are in the midst of moving and you're 183 00:12:05,460 --> 00:12:09,260 working from home as we all are, and you have 184 00:12:09,430 --> 00:12:11,910 to time everything just right. So when you get into 185 00:12:11,910 --> 00:12:14,840 your new place, you have to have high speed internet 186 00:12:14,840 --> 00:12:17,310 connected and ready to go because you have this big 187 00:12:17,310 --> 00:12:20,660 webinar coming up, you have important client meetings that are 188 00:12:20,660 --> 00:12:23,590 already scheduled and you're kind of stressed about it. Actually 189 00:12:23,590 --> 00:12:26,130 you're really stressed about it, right? So you go online 190 00:12:26,550 --> 00:12:30,560 and you log in to your existing cable provider's website, 191 00:12:31,100 --> 00:12:34,040 you're finding it's kind of confusing, there's too many offers, 192 00:12:34,040 --> 00:12:35,990 it's not really clear on which one's best. You don't 193 00:12:35,990 --> 00:12:38,070 want to cancel your account and then go through the 194 00:12:38,070 --> 00:12:40,490 whole process of opening a new one. Maybe you just 195 00:12:40,490 --> 00:12:43,810 want to transfer to a new address. You want to 196 00:12:43,810 --> 00:12:47,410 understand what's the situation with the global pandemic going on and 197 00:12:47,410 --> 00:12:50,460 somebody coming to your home, all of that stuff, right? 198 00:12:50,460 --> 00:12:53,810 So as you're searching online and researching on your cable 199 00:12:53,810 --> 00:12:57,970 provider's website, you get a popup and that brings us to 200 00:12:58,370 --> 00:13:02,330 this top bubble across the customer journey and employee journey, 201 00:13:02,330 --> 00:13:07,700 and the popup greets you personally and offers the opportunity for 202 00:13:07,700 --> 00:13:11,070 you to chat with someone. And so you accept that 203 00:13:11,070 --> 00:13:15,130 invitation and what you realize maybe, or don't even realize 204 00:13:15,130 --> 00:13:18,530 is that there's some automation upfront, and it's asking you 205 00:13:18,530 --> 00:13:21,780 some questions. It's actually already identified based on your behavior 206 00:13:21,780 --> 00:13:25,350 that maybe you're looking to do a move. And so 207 00:13:25,350 --> 00:13:28,070 it asks you that, and you start to dialogue with 208 00:13:28,070 --> 00:13:30,960 this bot, which brings us to the second bullet. And 209 00:13:30,960 --> 00:13:32,760 as you're talking through that, it asks for your new 210 00:13:32,760 --> 00:13:37,940 address, it's going pretty well, you indicate your new address 211 00:13:37,940 --> 00:13:40,500 and that you want to just transfer your service to 212 00:13:40,500 --> 00:13:43,590 that. And as you were talking you realize, well, I'd really just 213 00:13:43,590 --> 00:13:46,840 like to talk to someone on the other line. So 214 00:13:46,840 --> 00:13:51,140 you ask it to speak to a representative, right? So 215 00:13:51,140 --> 00:13:54,380 behind the scenes, what's happening at this cable provider, if 216 00:13:54,380 --> 00:13:59,060 we go down to the employee journey, is that Aarde 217 00:13:59,080 --> 00:14:03,140 is one of many contact center resources that are now 218 00:14:03,420 --> 00:14:07,190 working from home in this global pandemic. And so the 219 00:14:07,190 --> 00:14:11,630 cable provider has already captured a ton of information about 220 00:14:11,630 --> 00:14:17,360 already his skillsets, his profile information, a lot of his 221 00:14:17,360 --> 00:14:22,630 performance and talking and handling key issues. And we're using 222 00:14:22,630 --> 00:14:26,570 AI powered forecasting scheduling to make sure Aarde's staffed at 223 00:14:26,570 --> 00:14:29,760 the right moment to handle these interactions that we're expecting 224 00:14:29,760 --> 00:14:33,770 to begin with. So all of that information feeds into 225 00:14:33,770 --> 00:14:37,300 this middle journey of, to do predictive routing because what 226 00:14:37,900 --> 00:14:40,460 the performance DNA also told us it's not only is 227 00:14:40,460 --> 00:14:44,570 Aarde available to take this call or this chat interaction 228 00:14:44,570 --> 00:14:47,390 that we have going on here, but he also actually 229 00:14:47,390 --> 00:14:49,900 lives in the area where you're moving to and might 230 00:14:49,900 --> 00:14:52,420 have some insights that would be helpful as you make the 231 00:14:52,420 --> 00:14:56,500 transition. And so he gets the chat interaction. And if 232 00:14:56,500 --> 00:14:59,020 we go to the second bullet, he also then gets 233 00:14:59,020 --> 00:15:03,130 all of the context about you in using agent assistance. 234 00:15:03,130 --> 00:15:06,340 So he can see everything you were doing on the 235 00:15:06,340 --> 00:15:09,620 website. He can see your past loyalty to the cable 236 00:15:09,620 --> 00:15:13,100 company and really interact with you and make you feel 237 00:15:13,100 --> 00:15:17,100 known, heard, and understood during this stressful time. You get 238 00:15:17,100 --> 00:15:21,490 all your answers, questions, you get the service scheduled to 239 00:15:21,490 --> 00:15:24,440 be set up in the moment that you need it, you 240 00:15:24,440 --> 00:15:26,830 end the interaction, and then behind the scenes we can 241 00:15:26,830 --> 00:15:30,820 take all that great performance info and your customer feedback 242 00:15:31,140 --> 00:15:35,010 to feed that into ongoing process improvement. So you can 243 00:15:35,010 --> 00:15:38,460 see here in this example, it brings together the power 244 00:15:38,460 --> 00:15:42,570 of data about you, Claire, as the customer, Aarde as 245 00:15:42,570 --> 00:15:46,640 the employee, connects them together in the customer and employee 246 00:15:46,640 --> 00:15:49,690 journey beyond just what you might think of with a 247 00:15:49,700 --> 00:15:56,040 Chatbot or a Voicebot itself to really foster engagement, personalize 248 00:15:56,040 --> 00:16:01,150 that experience and build trust and loyalty. I'd like to just 249 00:16:01,150 --> 00:16:05,670 pick up on the point about empathy and in the 250 00:16:05,670 --> 00:16:10,430 survey we asked respondents to what extent do they agree 251 00:16:10,430 --> 00:16:14,640 with the following statements. Is AI driven by a need 252 00:16:14,640 --> 00:16:20,060 to improve customer experience efficiency? Is AI driven by a 253 00:16:20,060 --> 00:16:25,800 need to improve customer intimacy? Intimacy being defined as personalization, 254 00:16:26,000 --> 00:16:31,530 customization, a personalized journey. And then we pass the results into all 255 00:16:31,530 --> 00:16:36,020 companies, large companies and the companies that also have the 256 00:16:36,020 --> 00:16:39,440 highest level of customer satisfaction. And what we found is 257 00:16:39,440 --> 00:16:43,130 that across the board, companies are focusing on efficiency, but 258 00:16:43,130 --> 00:16:47,330 really the customer experience leaders, the one with the best 259 00:16:50,070 --> 00:16:54,920 customer satisfaction scores are focusing the most strongly on empathy, 260 00:16:54,920 --> 00:17:00,550 on intimacy and building that personalized journey. So at this point 261 00:17:00,870 --> 00:17:04,970 I will just throw out a question to the audience, 262 00:17:05,260 --> 00:17:10,360 a poll question. And that is, how would you categorize 263 00:17:10,360 --> 00:17:16,960 your company's use of AI to support customer experience personalization 264 00:17:16,960 --> 00:17:21,220 today? And then you can choose from the following options 265 00:17:21,450 --> 00:17:26,240 using now it's core to our strategy, seeing successes from 266 00:17:26,240 --> 00:17:31,980 early use cases, still seeking the benefits from early use 267 00:17:31,980 --> 00:17:37,170 cases, in the planning and discovery phases, or considering for 268 00:17:37,170 --> 00:17:39,020 the future. And I'll just give you a couple of 269 00:17:39,020 --> 00:17:41,890 seconds to answer that question. So Aarde, I think you've 270 00:17:41,890 --> 00:17:43,950 got your audio back. It'd be great for you tell 271 00:17:45,420 --> 00:17:53,760 us how would you answer that question? Okay. You're on 272 00:17:53,760 --> 00:17:58,610 mute again. Oh, no. Claire or Janelle can you just hear now. Now, you're 273 00:17:58,610 --> 00:18:05,530 here. Yeah. Yes. You're back. Right. Perfect. Sorry about that. Yeah, you 274 00:18:05,530 --> 00:18:07,220 guys will hear a little bit more about this in 275 00:18:07,220 --> 00:18:11,500 the future slides, but we're using it now and it's 276 00:18:11,500 --> 00:18:14,480 a part of our core strategy. I would say there's 277 00:18:14,480 --> 00:18:19,180 definitely some room for improvement. It's an evolving product. It's never 278 00:18:19,680 --> 00:18:25,680 really complete. It's always something that we could always strive to do better with. Okay. 279 00:18:25,910 --> 00:18:29,320 I noticed the way that you didn't reveal the exact answer, 280 00:18:29,320 --> 00:18:32,620 not to influence results. So we will go now and 281 00:18:32,620 --> 00:18:39,310 take a look at what the results are. Okay. All 282 00:18:39,310 --> 00:18:42,790 right. So how would you categorize your company's use of 283 00:18:42,790 --> 00:18:47,810 AI to support customer experience? Only less than 4% say 284 00:18:47,810 --> 00:18:52,870 using now as core to our strategy, just over 25% 285 00:18:53,300 --> 00:18:57,930 are saying, seeing successes from early use cases and the largest 286 00:18:57,930 --> 00:19:01,900 majority in the planning and discovery phases. Okay. That's very interesting. 287 00:19:02,190 --> 00:19:05,410 So hopefully this webinar will be just at the right time, as 288 00:19:05,410 --> 00:19:07,310 you're looking at some of the technologies that you can 289 00:19:07,310 --> 00:19:11,860 roll out in your customer experience. So very interesting to see 290 00:19:11,860 --> 00:19:15,820 that. Okay, so now I'll share a few more findings 291 00:19:15,820 --> 00:19:21,470 from the global survey. Across industries, we looked at specifically what 292 00:19:21,470 --> 00:19:24,650 the leading use cases are and broke it down in 293 00:19:25,010 --> 00:19:28,170 IT and telecoms, consumer goods and retail. So looking at 294 00:19:28,170 --> 00:19:32,270 the IT and telecommunications industry, the number one use case 295 00:19:32,510 --> 00:19:35,240 is cyber security. And I think if you think about 296 00:19:35,240 --> 00:19:37,830 the amount of customer data that they have, that really 297 00:19:37,830 --> 00:19:41,670 makes sense that they prioritize cyber security in that way, 298 00:19:41,670 --> 00:19:44,510 followed by customer care. Everyone has got a mobile phone 299 00:19:44,510 --> 00:19:48,240 account and they have a very high transaction volume in 300 00:19:48,240 --> 00:19:53,100 the telecommunications industry. So that would make sense. The next industry 301 00:19:53,490 --> 00:19:57,320 is consumer goods and retail. And the leading use case 302 00:19:57,700 --> 00:20:01,820 in that industry is customer care and support followed by 303 00:20:01,820 --> 00:20:06,350 quality control and inventory management. So I guess, Aarde this 304 00:20:06,350 --> 00:20:07,970 is a good place for me to throw it back 305 00:20:07,970 --> 00:20:11,090 to you. You're in the retail space. We'd love to 306 00:20:11,090 --> 00:20:14,580 hear about some of the use cases that you are using with 307 00:20:14,580 --> 00:20:21,180 AI. Yeah. This is a great slide. Specifically on the right hand 308 00:20:21,180 --> 00:20:23,850 side where we're talking of consumer goods and E- commerce 309 00:20:23,850 --> 00:20:26,430 retail, I would say we lean a little bit more 310 00:20:26,430 --> 00:20:28,560 heavily on the customer care. So if I were to 311 00:20:28,560 --> 00:20:33,340 break it down from 100%, we probably are investing a 312 00:20:33,340 --> 00:20:36,300 lot of time and energy in AI around customer care, 313 00:20:36,300 --> 00:20:40,010 probably in the like 60 or 70% range, but we do 314 00:20:40,010 --> 00:20:43,520 use it for inventory management, quality control with regards to 315 00:20:43,520 --> 00:20:49,890 our products and also some personalization. Going back Janelle said 316 00:20:49,890 --> 00:20:54,100 earlier about creating that customer journey and empathy. We do use 317 00:20:54,100 --> 00:20:57,530 some AI to help with that, but it's not a 318 00:20:57,580 --> 00:21:00,810 core piece of our technology infrastructure. I would say we 319 00:21:00,820 --> 00:21:08,620 lean very heavily on conversational customer care. Fantastic. Okay. So 320 00:21:08,620 --> 00:21:10,650 if we look at a couple of other industries now, 321 00:21:10,650 --> 00:21:14,960 here we have financial services focusing very heavily on fraud 322 00:21:14,960 --> 00:21:20,060 detection, and we've seen some surveys in insurance, which shows 323 00:21:20,060 --> 00:21:23,910 that about three to 4% of all claims are fraudulent. 324 00:21:23,910 --> 00:21:29,280 So fraud detection is a very important use case for AI 325 00:21:29,660 --> 00:21:34,340 followed by financial processes and analysis and cyber security. If 326 00:21:34,340 --> 00:21:37,170 we look at pharma and healthcare, the leading use case 327 00:21:37,370 --> 00:21:41,870 is quality control, very high at 60% followed by customer 328 00:21:41,870 --> 00:21:46,280 care and then monitoring and diagnostics. Janelle, you were saying 329 00:21:46,280 --> 00:21:50,090 that you might have an example from the pharma industry and 330 00:21:50,090 --> 00:21:52,680 healthcare industry that brings a couple of those use cases 331 00:21:52,680 --> 00:21:57,780 together. Yeah. And I would say it's definitely been prominent, not 332 00:21:57,780 --> 00:22:01,410 only in pharma and healthcare, but also in government. Recent 333 00:22:01,410 --> 00:22:06,240 example with the pandemic with COVID-19 we saw the use 334 00:22:06,860 --> 00:22:11,800 of bots or virtual assistants become very important and urgently 335 00:22:11,800 --> 00:22:17,700 needed especially in being able to handle influxes of inbound 336 00:22:17,700 --> 00:22:21,260 phone calls to hospitals as you can imagine, as well 337 00:22:21,260 --> 00:22:24,720 as even to key government agencies during this time, like 338 00:22:24,950 --> 00:22:29,300 unfortunately, unemployment offices, right? So what we did to help 339 00:22:29,640 --> 00:22:34,240 companies handle that load and that volume is we partnered 340 00:22:34,240 --> 00:22:38,680 with Google to provide a joint solution that quite a 341 00:22:38,680 --> 00:22:42,210 few healthcare and government agencies across the globe took advantage 342 00:22:42,210 --> 00:22:46,420 of to easily address that onslaught of calls and chat 343 00:22:46,420 --> 00:22:50,960 interactions that were asking maybe some just basic questions on 344 00:22:51,560 --> 00:22:57,050 status related to their unemployment check or questions related to the 345 00:22:57,060 --> 00:23:02,480 COVID- 19. And so one specific example, we had a 346 00:23:02,480 --> 00:23:06,520 government agency that was supporting unemployment and they were up 347 00:23:06,520 --> 00:23:09,290 and running with just in two weeks or less with 348 00:23:09,290 --> 00:23:13,780 this. We had a healthcare example the same way where they 349 00:23:13,780 --> 00:23:17,860 were supporting millions of calls per day, that they weren't 350 00:23:17,860 --> 00:23:22,990 expecting. And with a bot that would have otherwise resulted 351 00:23:22,990 --> 00:23:27,340 in hours upon hours of QA time and abandoned calls and 352 00:23:27,870 --> 00:23:31,210 very stressed and frustrated people on the other end. So 353 00:23:31,490 --> 00:23:34,950 that's just one example that's become very prominent, especially during 354 00:23:34,950 --> 00:23:39,050 this time to leverage automation, because sometimes going back to 355 00:23:39,050 --> 00:23:42,730 empathy, the most empathetic thing you can do is provide 356 00:23:42,730 --> 00:23:46,460 a very efficient experience. And so bot certainly met the 357 00:23:46,460 --> 00:23:51,760 need there. Yeah. And let's take a look now at the 358 00:23:51,760 --> 00:23:57,880 benefits that companies are achieving through their AI investments. The leading 359 00:23:57,880 --> 00:24:01,390 benefits that we saw across the board are around operational 360 00:24:01,390 --> 00:24:06,750 efficiency, cost savings, and improved management decision making. So having 361 00:24:06,750 --> 00:24:09,780 a lot of data, being able to understand and make better 362 00:24:09,780 --> 00:24:13,970 decisions across the business. What we found quite interesting on 363 00:24:13,970 --> 00:24:17,670 this chart is that just about a quarter of businesses 364 00:24:18,380 --> 00:24:21,800 are using AI or seeing a benefit from AI that 365 00:24:21,800 --> 00:24:24,950 is improved revenue. And I can think of a couple 366 00:24:25,070 --> 00:24:29,430 of reasons for that. So firstly that many of the 367 00:24:29,430 --> 00:24:35,020 technologies around improving operational efficiency might be more mature. And 368 00:24:35,020 --> 00:24:37,500 that potentially, there's also a lot of low hanging fruit in 369 00:24:37,500 --> 00:24:41,170 that area. I'd like to get your perspective Janelle. Do 370 00:24:41,170 --> 00:24:44,830 you think it's more challenging to use AI to increase 371 00:24:44,830 --> 00:24:48,640 revenue or are there just more use cases around improving 372 00:24:48,640 --> 00:24:55,760 operational efficiency? I don't think it's necessarily more challenging, for 373 00:24:55,760 --> 00:25:00,220 example, in the example I shared earlier where you were 374 00:25:00,220 --> 00:25:05,900 looking to transfer your service with the cable provider. Using 375 00:25:05,900 --> 00:25:09,050 AI to drive revenue and I'll give some more examples 376 00:25:09,050 --> 00:25:13,610 of this later to do conversions as people are shopping 377 00:25:13,610 --> 00:25:18,170 online. We've seen companies get that up and running and 378 00:25:18,170 --> 00:25:22,820 implemented and achieving benefits in less than a month, sometimes 379 00:25:22,820 --> 00:25:26,550 even within a week. So I think that oftentimes there 380 00:25:26,550 --> 00:25:32,430 can be a perception that incorporating AI into your environment 381 00:25:32,430 --> 00:25:36,330 is super difficult, which it can be. I won't say 382 00:25:36,330 --> 00:25:39,540 that it can never be, but if you target specific 383 00:25:39,540 --> 00:25:44,730 use cases that are tied to a very specific business 384 00:25:44,730 --> 00:25:49,730 outcome around improving web conversions as one example, it doesn't 385 00:25:49,730 --> 00:25:51,730 have to be hard and it doesn't have to be 386 00:25:51,730 --> 00:25:55,620 challenging. And I think that over time we will see 387 00:25:55,840 --> 00:25:58,810 more and more use cases in this area. I know 388 00:25:58,810 --> 00:26:03,010 just speaking for Genesys in our MarTech stack, it's full 389 00:26:03,010 --> 00:26:05,740 of AI applications. So I think that there's a lot 390 00:26:05,740 --> 00:26:08,950 more to come and I would predict that 26% is 391 00:26:08,950 --> 00:26:14,050 going to grow. Great. Okay. So at this point, let me 392 00:26:14,050 --> 00:26:17,560 hand over to you Aarde. We know that Textile is an 393 00:26:17,560 --> 00:26:20,440 online retailer, but we'd love to hear more about your 394 00:26:20,440 --> 00:26:26,650 business and about your AI journey. Yeah, absolutely. And before 395 00:26:26,650 --> 00:26:28,580 we go onto the next slide, what I want to 396 00:26:28,580 --> 00:26:30,990 talk a little bit about is some content on the 397 00:26:30,990 --> 00:26:33,410 slide because it is relevant to our customer journey and 398 00:26:33,890 --> 00:26:36,730 how we developed AI to help support that customer journey. 399 00:26:37,110 --> 00:26:39,170 The low hanging fruit that we tackled for us was 400 00:26:39,170 --> 00:26:43,360 of course the operational efficiency and cost savings, reducing of 401 00:26:43,360 --> 00:26:49,190 handle time for our agents, reducing of transactional type conversations 402 00:26:49,190 --> 00:26:54,030 via chat or email or phone or social. So we 403 00:26:54,030 --> 00:26:57,580 did see some initial, low hanging fruit routines around operate 404 00:26:57,580 --> 00:27:02,220 efficiently. And of course some gains in the customer experience 405 00:27:02,220 --> 00:27:04,850 based on and I'm going to give you an example of that in the next 406 00:27:04,850 --> 00:27:08,120 couple of slides. But one of the things that is 407 00:27:08,900 --> 00:27:13,170 rarely looked at or often overlooked is since we are 408 00:27:13,170 --> 00:27:17,310 a membership model and E- commerce retailer membership model, we 409 00:27:17,310 --> 00:27:21,940 did increase our revenue. And the way that we did 410 00:27:21,940 --> 00:27:26,910 this using AI with using machine learning tool to give 411 00:27:26,910 --> 00:27:30,220 us a lifetime value of the customer as they're going 412 00:27:30,220 --> 00:27:34,730 through certain processes, of course the obvious processes are contacting 413 00:27:34,730 --> 00:27:39,610 our customer care team. But also as they're navigating through 414 00:27:39,610 --> 00:27:42,710 the E- commerce website, we know exactly what their lifetime 415 00:27:42,710 --> 00:27:46,420 value is, and that changes over time using AI and 416 00:27:46,420 --> 00:27:52,840 machine learning. So back to your guys' points, increasing revenue 417 00:27:52,840 --> 00:27:56,580 is an opportunity, it's just a little bit harder to 418 00:27:56,580 --> 00:27:58,900 really get to that. It's a lot easier to do 419 00:27:58,900 --> 00:28:03,040 the low hanging fruit, which is cost efficiencies. So talking 420 00:28:03,040 --> 00:28:06,110 a little bit more about what we did at Textile 421 00:28:06,110 --> 00:28:09,700 Fashion Group this is just a zoom and so we're 422 00:28:09,700 --> 00:28:14,050 going to talk specifically around our conversational AI and how we 423 00:28:14,050 --> 00:28:18,990 use Genesys to deliver this AI to not only our 424 00:28:18,990 --> 00:28:23,610 agents but to our customers. Zooming into our specific project, 425 00:28:24,150 --> 00:28:27,270 the things we're looking for we're a cloud- based product. 426 00:28:27,270 --> 00:28:29,440 So making sure that we had an ecosystem where we 427 00:28:29,440 --> 00:28:33,950 can deliver this service irregardless of location or irregardless of 428 00:28:33,950 --> 00:28:37,760 server stacks. So making sure that it was truly cloud- based 429 00:28:37,760 --> 00:28:40,930 and global, making sure that we focused on our digital 430 00:28:40,930 --> 00:28:43,870 channels with our bots, but also our voice channels as 431 00:28:43,870 --> 00:28:48,800 well too. So traditional channels alongside with our chat and 432 00:28:48,800 --> 00:28:53,330 social channels introducing bots and what we call as botlets, 433 00:28:53,520 --> 00:28:58,410 so many bots within bots to doing multiple tasks at 434 00:28:58,410 --> 00:29:01,530 once. And then of course, self service and automation was 435 00:29:01,530 --> 00:29:06,360 the key goal and the key challenge for this project. 436 00:29:06,730 --> 00:29:08,900 So a little bit of the results before I get 437 00:29:08,900 --> 00:29:13,370 into kind of some quantitative return on investment results, we 438 00:29:13,370 --> 00:29:19,080 developed and deployed Genesys within less than 90 days of 439 00:29:19,430 --> 00:29:23,900 contract signature. The actual build itself took less than 30 440 00:29:23,900 --> 00:29:28,330 days, but 90 days from the start of project planning 441 00:29:28,700 --> 00:29:32,170 to the actual go live. What we found is by 442 00:29:32,170 --> 00:29:34,530 migrating to the cloud, by migrating to a tool like 443 00:29:34,530 --> 00:29:38,220 Genesys, it's easier for our resources, so that we can handle 444 00:29:38,430 --> 00:29:44,500 large increases in volume, large spikes. Obviously, with COVID hitting 445 00:29:45,000 --> 00:29:49,530 we had a huge increase in our online retail or 446 00:29:49,850 --> 00:29:53,090 through Fabletics, which is one of our brands because it 447 00:29:53,090 --> 00:29:55,570 is athletes or at home wear. So everyone wanted to 448 00:29:55,570 --> 00:29:58,910 buy that at home wear as they're working at home 449 00:29:58,910 --> 00:30:01,500 versus having to go into the office and dressing up. 450 00:30:02,770 --> 00:30:06,050 We also found that we had increased efficiency in managing 451 00:30:06,050 --> 00:30:09,110 our interactions. And I'll go into that in a little bit 452 00:30:09,110 --> 00:30:11,240 in the next couple of slides. And then we wanted 453 00:30:11,240 --> 00:30:13,940 to make sure that there was an integration into not 454 00:30:13,940 --> 00:30:17,440 only our current ecosystem and tool sets, but we also 455 00:30:17,440 --> 00:30:20,730 have the ability to integrate into new areas that we 456 00:30:20,730 --> 00:30:24,350 haven't done quite yet, social would be a great example 457 00:30:24,350 --> 00:30:28,580 of that. So background of who Textile Fashion Group is. 458 00:30:28,580 --> 00:30:30,790 So we have a little bit of context. I said this 459 00:30:30,790 --> 00:30:34,160 a couple of times before we're conglomerate E- commerce website 460 00:30:34,470 --> 00:30:37,310 that sells fashion. We call it Fast Fashion because all 461 00:30:37,310 --> 00:30:39,960 of the products on our websites change every single month. 462 00:30:39,960 --> 00:30:41,610 So you're not going to see a product that will 463 00:30:41,610 --> 00:30:46,290 exist on our websites for longer than a certain period. 464 00:30:46,290 --> 00:30:49,570 Usually it's one month turnaround. We have five different brands. 465 00:30:50,120 --> 00:30:52,570 The big ones that you would probably know about or have heard 466 00:30:52,570 --> 00:30:56,310 are Fabletics. We just launched Fabletics men with Kevin Hart. 467 00:30:57,190 --> 00:31:02,080 Fabletics is a huge product of ours with Kate Hudson. 468 00:31:03,130 --> 00:31:06,890 We launched Savage X Fenty with Rihanna, which is disrupting 469 00:31:06,890 --> 00:31:10,360 the lingerie market. And then some of our brands are 470 00:31:10,390 --> 00:31:13,710 JustFab and ShoeDazzle and of course, FabKids for our lovable 471 00:31:13,710 --> 00:31:17,950 kids as well. And we partner with celebrities across all 472 00:31:17,950 --> 00:31:23,170 different platforms uniquely using their marketing skills across social media, 473 00:31:23,490 --> 00:31:26,850 and then we are a monthly membership. So our customers 474 00:31:26,850 --> 00:31:31,200 do contact us on a pretty regular basis. We've had 475 00:31:31,200 --> 00:31:34,570 at least two touch points with every single member every 476 00:31:34,570 --> 00:31:38,450 single month, which is a pretty high contact rate. So 477 00:31:38,450 --> 00:31:41,580 to put some more specific numbers to that five million 478 00:31:41,580 --> 00:31:47,550 members globally, 12 different countries across seven different languages. We 479 00:31:47,550 --> 00:31:50,820 get about six million phone calls per year, three million 480 00:31:50,820 --> 00:31:54,210 chats per year. And on average, our conversations last about 481 00:31:54,210 --> 00:32:01,470 nine minutes. What we did when we released our Chatbot for 482 00:32:01,470 --> 00:32:03,900 the first time for the first year, this was the 483 00:32:03,900 --> 00:32:09,430 results of our Chatbot. Obviously, the operational savings here we 484 00:32:09,430 --> 00:32:13,180 saved $ 1. 1 million in the first year and how 485 00:32:13,180 --> 00:32:17,480 we achieved that was by going from 0% containment to 486 00:32:17,530 --> 00:32:23,510 18.5% self service containment. So that means that members and customers 487 00:32:23,510 --> 00:32:26,850 were able to get what they're looking for 18.5% of 488 00:32:26,850 --> 00:32:29,900 the time without having to go to a live agent. 489 00:32:30,340 --> 00:32:33,360 And then for the people who did have to go 490 00:32:33,360 --> 00:32:35,900 to a live agent reduced the handle time by 45 491 00:32:35,900 --> 00:32:38,840 seconds. And the ways we did that of course were 492 00:32:38,840 --> 00:32:43,130 by screen pops, creating of cases and tickets automatically also 493 00:32:43,130 --> 00:32:47,420 auto dispositioning those cases, because we already knew we captured the 494 00:32:47,420 --> 00:32:52,430 intent of the initial questions and then also providing the 495 00:32:52,430 --> 00:32:55,760 full transcript of the bot to the agent before they 496 00:32:55,760 --> 00:32:58,080 answered the call. So they know exactly what they need 497 00:32:58,080 --> 00:33:01,280 to jump into without having to ask those kind of 498 00:33:01,700 --> 00:33:04,420 easy questions like who am I speaking with and what 499 00:33:04,420 --> 00:33:07,810 can I help you with today? And then of course, without 500 00:33:07,810 --> 00:33:11,030 sacrificing any customer experience, we wanted to make sure that 501 00:33:11,030 --> 00:33:15,780 we had a high level of satisfaction and we scored 502 00:33:15,780 --> 00:33:20,900 a 92% member satisfaction score. And that's specifically to the 503 00:33:20,900 --> 00:33:25,980 self contained bots which ironically is slightly higher than what 504 00:33:25,980 --> 00:33:30,470 our member satisfaction scores for live agents. So our bot 505 00:33:30,470 --> 00:33:36,060 actually outperformed from our member satisfaction standpoint across all of 506 00:33:36,060 --> 00:33:39,780 our member base. So to drill a little bit further 507 00:33:39,780 --> 00:33:45,020 into what our customers were saying about AI and automation 508 00:33:45,020 --> 00:33:50,170 and conversational AI as they're interacting with our bots. So this is 509 00:33:50,170 --> 00:33:54,420 just a quick snippet of what our members were saying 510 00:33:54,420 --> 00:33:57,740 in response through the feedback loop. I won't read all 511 00:33:57,740 --> 00:34:00,500 of these. I know that this content will be recorded 512 00:34:00,500 --> 00:34:02,470 and you could always come back and review them on 513 00:34:02,470 --> 00:34:05,280 your own. But I love the middle one here that 514 00:34:05,280 --> 00:34:09,740 says, " I just talked to an automated customer service line 515 00:34:10,110 --> 00:34:13,940 that understood full sentences, work better and faster than actual 516 00:34:13,940 --> 00:34:18,820 people." Of course, actual people are very, very productive. I 517 00:34:18,820 --> 00:34:21,430 don't want to downplay that at all, but what I 518 00:34:21,430 --> 00:34:24,730 want to show here is that you can design these 519 00:34:24,730 --> 00:34:30,700 customer experience journeys to Janelle's point to really not sacrifice 520 00:34:30,700 --> 00:34:34,820 customer experience and really create that level of empathy as 521 00:34:34,820 --> 00:34:39,620 they're going through this journey or this process. So I'd like 522 00:34:39,620 --> 00:34:41,860 to pause here and pass it back to Claire. I 523 00:34:41,860 --> 00:34:45,490 know there's another poll question coming up, so I'll pass 524 00:34:45,490 --> 00:34:51,620 it over to you. Thanks for that Aarde and just 525 00:34:51,620 --> 00:34:54,550 building on what Aarde was sharing about all of the benefits 526 00:34:54,550 --> 00:34:57,350 that they've achieved at Textile, we'd like to ask you 527 00:34:57,350 --> 00:35:01,980 the question now, what AI benefit is most of interest 528 00:35:01,980 --> 00:35:07,360 to you today? Improved operational efficiency and cost savings, improved 529 00:35:07,360 --> 00:35:13,890 management decision- making, improved customer experience, faster time to market, 530 00:35:14,250 --> 00:35:20,160 better risk management, increased revenue or improved compliance? So you have 531 00:35:20,160 --> 00:35:22,300 a few options and I'll give you a few seconds 532 00:35:22,300 --> 00:35:27,170 to answer that question. Janelle based on the conversations that you're having 533 00:35:27,610 --> 00:35:30,900 with customers, what would you anticipate would be the response? 534 00:35:32,130 --> 00:35:38,280 Well, I'm super interested to see it because really the 535 00:35:38,280 --> 00:35:41,210 ones that stand out to me in my conversations with 536 00:35:41,210 --> 00:35:45,330 customers are the first one, which was cost savings, which 537 00:35:45,330 --> 00:35:47,540 was at the top of the list from the survey 538 00:35:47,540 --> 00:35:52,090 responses. At the same time, Aarde just mentioned how they're 539 00:35:52,090 --> 00:35:56,630 using it to improve customer experience and drive revenue as 540 00:35:56,630 --> 00:35:59,590 well. And when you live in a state of the 541 00:35:59,590 --> 00:36:02,740 world where many businesses are just looking for new ways 542 00:36:02,740 --> 00:36:07,100 to continue to service and sell, I'm wondering what the 543 00:36:07,100 --> 00:36:10,180 feedback will be. So maybe we can go to the 544 00:36:10,180 --> 00:36:17,750 results and see where we are. take a look. Okay. So what 545 00:36:17,750 --> 00:36:21,440 AI benefit is most of interest to you today? So 546 00:36:21,480 --> 00:36:26,450 45%, almost half say improved operational efficiency and cost savings 547 00:36:27,900 --> 00:36:35,530 followed by customer experience and increased revenue is just 4.2%. 548 00:36:35,930 --> 00:36:39,500 That's very interesting. And I wonder if that relates back 549 00:36:39,500 --> 00:36:44,420 to where the audience is in the AI journey, if 550 00:36:45,450 --> 00:36:48,130 a lot of the audience is in the early testing 551 00:36:48,130 --> 00:36:54,120 stages, looking at rolling AI out in the customer journey, perhaps 552 00:36:54,120 --> 00:36:56,530 there's still a lot of low hanging fruit on the 553 00:36:56,530 --> 00:37:02,230 operational efficiency side. Janelle, do you have a reaction? I think 554 00:37:02,230 --> 00:37:05,890 you might be right. I think also as Aarde alluded 555 00:37:05,890 --> 00:37:08,660 to just in the benefits that they've seen so far 556 00:37:09,020 --> 00:37:12,610 at Textile, it doesn't have to be one or the 557 00:37:12,620 --> 00:37:18,070 other necessarily either, right? Where you can go for some 558 00:37:18,070 --> 00:37:21,040 low hanging fruit around efficiency gains, but at the same 559 00:37:21,040 --> 00:37:25,760 time that that bot that gained efficiency is also improved customer 560 00:37:25,760 --> 00:37:29,860 experience and drove loyalty, which drives more revenue. So I 561 00:37:29,860 --> 00:37:33,480 think that even though the audience had one option I 562 00:37:33,480 --> 00:37:36,310 bet that what they'll find in their planning and discovery 563 00:37:36,310 --> 00:37:39,430 is that several of these benefits will come into play. 564 00:37:41,230 --> 00:37:46,430 Yeah. And maybe what I can do too, is going 565 00:37:46,430 --> 00:37:50,730 back to what I shared with the various AI applications 566 00:37:51,150 --> 00:37:55,470 that are fueled to provide experience as a service to 567 00:37:55,470 --> 00:37:59,980 really personalize those experience, share some more benefits too on 568 00:38:00,250 --> 00:38:04,150 what companies are seeing out there. So I won't hit 569 00:38:04,150 --> 00:38:07,330 on every one of these as we looked at the 570 00:38:07,620 --> 00:38:11,590 eight different AI powered applications that support the customer journey 571 00:38:11,590 --> 00:38:14,620 and employee journey. I'll just cover a couple of these 572 00:38:15,600 --> 00:38:19,990 related to Voicebots, as well as Chatbots, which I'll showcase 573 00:38:19,990 --> 00:38:23,850 later. Aarde alluded to some benefits here. We see as 574 00:38:23,850 --> 00:38:29,610 well that oftentimes companies are seeing 50% or more containment 575 00:38:29,610 --> 00:38:33,790 rates but we know too that it isn't just about containing 576 00:38:33,790 --> 00:38:37,190 and self- service, it really capturing the context of the customer 577 00:38:37,400 --> 00:38:39,610 and getting them to that next step of the journey 578 00:38:39,610 --> 00:38:41,930 and that bots can do that really well. And in 579 00:38:42,150 --> 00:38:46,220 Textile's case, feedback showed you even more so in some 580 00:38:46,220 --> 00:38:52,420 instances than real people. So certainly tons of benefits there 581 00:38:52,900 --> 00:38:57,050 but even ahead of that and with predictive engagement Claire, 582 00:38:57,050 --> 00:39:01,010 you alluded to financial services being in the leading position 583 00:39:01,010 --> 00:39:05,570 around looking to incorporate AI over the next three years 584 00:39:05,570 --> 00:39:08,530 if they haven't already. And this is certainly where we're 585 00:39:08,530 --> 00:39:12,550 seeing predictive engagement come into play too. So these example 586 00:39:12,550 --> 00:39:17,790 benefits come from a financial services institution over in Europe, 587 00:39:17,790 --> 00:39:22,940 where they implemented that engagement feature, where someone is searching 588 00:39:22,940 --> 00:39:28,230 for mortgages and at that right moment they would monitor that 589 00:39:28,230 --> 00:39:32,500 behavior and pop up an invitation to chat or to 590 00:39:32,500 --> 00:39:35,960 offer a callback or a special offer to really drive 591 00:39:36,170 --> 00:39:38,440 more sales at the end of the day. And they 592 00:39:38,440 --> 00:39:43,080 saw gigantic benefits, not only in increasing revenue with Forex 593 00:39:43,080 --> 00:39:47,130 conversion rates but also cost savings and lower cost per 594 00:39:47,130 --> 00:39:52,650 lead and improved experience double digits in NPS improvement from 595 00:39:52,650 --> 00:39:55,850 that application. If I go to some of the others 596 00:39:56,200 --> 00:40:00,870 predictive routing, that's that application that takes into account all 597 00:40:00,870 --> 00:40:03,960 of that context around the customer as well as that 598 00:40:03,960 --> 00:40:07,960 employee to get to that really especial match between the 599 00:40:07,960 --> 00:40:11,790 two as somebody wants to talk to or interact with 600 00:40:12,080 --> 00:40:16,730 a live person. We're seeing this very popular in large 601 00:40:16,730 --> 00:40:22,270 telecommunications companies as one industry example where maybe they have 602 00:40:22,270 --> 00:40:27,270 thousands of contact center resources already, maybe they're already doing really 603 00:40:27,270 --> 00:40:31,160 sophisticated skills- based routing, but they want to take it 604 00:40:31,160 --> 00:40:34,160 to the next level. And so predictive routing for them 605 00:40:34,460 --> 00:40:36,900 gave them some of the benefits that you see here. 606 00:40:37,490 --> 00:40:41,240 They started in some customer service based use cases and 607 00:40:41,240 --> 00:40:46,400 improving handle times or first contact resolutions quickly saw the 608 00:40:46,400 --> 00:40:50,220 benefits and then next we're targeting those increased revenue benefits 609 00:40:50,220 --> 00:40:55,510 for their sales organization. Moving on, looking at interaction analytics, 610 00:40:55,850 --> 00:40:59,990 of course, being able to get those better insights into 611 00:40:59,990 --> 00:41:03,710 the employee's performance. And the intent of the customers help 612 00:41:03,710 --> 00:41:06,300 in a variety of different ways when it comes to 613 00:41:06,380 --> 00:41:10,910 coaching and quality. In addition, we're seeing a rise in 614 00:41:10,910 --> 00:41:15,670 interest around agent assist, especially in these times where employees 615 00:41:15,670 --> 00:41:20,020 are distributed and virtual and need those extra prompts for 616 00:41:20,020 --> 00:41:23,170 engagement and support, being able to have that context right 617 00:41:23,170 --> 00:41:26,500 in front of them in that consolidated desktop to really 618 00:41:26,500 --> 00:41:31,820 guide them through the conversation is increasingly important. And then 619 00:41:32,090 --> 00:41:37,530 related to employee engagement too, we're proud to have offered 620 00:41:37,530 --> 00:41:41,620 the first AI based workforce management in the market where 621 00:41:42,120 --> 00:41:46,460 for forecasting and scheduling, we could not only accelerate the 622 00:41:46,460 --> 00:41:50,680 speed of running the schedules, but also the accuracy, which 623 00:41:50,680 --> 00:41:54,150 is evermore important because many employees aren't in a contact 624 00:41:54,150 --> 00:41:56,260 center that you can monitor and just walk up to 625 00:41:56,260 --> 00:41:59,010 their desk anymore. They're all virtual. So being able to 626 00:41:59,010 --> 00:42:03,670 have those tools at hand and make changes with faster agility 627 00:42:03,900 --> 00:42:07,350 becomes increasingly important. So those are just a couple of 628 00:42:07,350 --> 00:42:10,910 examples to just drill in a little bit more around 629 00:42:10,910 --> 00:42:15,080 the business benefits and business outcomes, because as you're doing 630 00:42:15,370 --> 00:42:19,200 your planning and you're discovering, it's not about just implementing 631 00:42:19,200 --> 00:42:21,970 AI for the sake of implementing AI, right? It's about 632 00:42:21,970 --> 00:42:26,290 really driving towards what business benefits and business outcomes that 633 00:42:26,290 --> 00:42:29,710 you're targeting. So with that said, Claire I will turn 634 00:42:29,710 --> 00:42:33,430 it back over to you. Great. Thank you for that. 635 00:42:36,520 --> 00:42:39,830 So we touched on this earlier, and of course there's a 636 00:42:39,830 --> 00:42:43,640 lot of benefits to be achieved from rolling out AI, 637 00:42:43,910 --> 00:42:48,760 but the survey also polls the respondents on the challenges. 638 00:42:48,940 --> 00:42:51,860 What are the greatest challenges to your company's use of 639 00:42:51,860 --> 00:42:55,240 AI? And the leading challenge that came back was the 640 00:42:55,240 --> 00:43:00,550 business or process challenges of using AI insights, followed by 641 00:43:00,550 --> 00:43:05,710 data quality or availability, and then the shortage of AI 642 00:43:06,260 --> 00:43:09,000 talent in the business. So let me just give you 643 00:43:09,000 --> 00:43:13,090 an example that we actually highlighted in the report around the 644 00:43:13,090 --> 00:43:17,090 business process challenges. So we spoke to the head of 645 00:43:17,090 --> 00:43:21,050 AI at the Leading Global Airline, and they identified that 646 00:43:21,050 --> 00:43:25,680 a lot of costs could be saved by correctly forecasting 647 00:43:25,720 --> 00:43:32,060 what meal the passengers would select in premium class. So 648 00:43:32,060 --> 00:43:36,680 rather than having three choices available to every passenger, being 649 00:43:36,680 --> 00:43:39,510 able to predict in advance, I'm going to choose the 650 00:43:39,510 --> 00:43:41,920 fish and the person sitting next to me is going to 651 00:43:41,920 --> 00:43:44,490 choose the beef, would save a lot of money for 652 00:43:44,490 --> 00:43:47,890 the airline. And actually they became very, very good at 653 00:43:47,950 --> 00:43:52,620 predicting what people would choose. The challenge was changing the 654 00:43:52,620 --> 00:43:56,980 catering processes globally to be able to use that data 655 00:43:56,980 --> 00:44:00,240 in real time as the passenger list changes. So that 656 00:44:00,240 --> 00:44:05,160 was one example that came through the survey. Janelle, can 657 00:44:05,160 --> 00:44:06,790 I kind of pick on you to share some of 658 00:44:06,790 --> 00:44:12,470 the challenges that you've seen with your customers? Yeah. A couple comes 659 00:44:13,110 --> 00:44:15,650 to mind and certainly they can span all of the 660 00:44:15,870 --> 00:44:18,610 ones that are listed here, but I'll just highlight maybe three 661 00:44:18,610 --> 00:44:23,640 specifics and then share some advice as well as some 662 00:44:23,640 --> 00:44:26,620 proof points that can go with those three. So the 663 00:44:26,620 --> 00:44:30,600 first one is your point around data quality or availability 664 00:44:30,600 --> 00:44:34,030 where you had mentioned 48% of the respondents noted this 665 00:44:34,030 --> 00:44:37,460 as a challenge. Absolutely, we see that too. So my 666 00:44:37,460 --> 00:44:41,530 advice here is when you're looking to make a selection 667 00:44:41,610 --> 00:44:46,370 for your AI applications, keep a vendor in mind that 668 00:44:46,660 --> 00:44:51,930 provides openness and flexibility there, so that for your AI 669 00:44:51,930 --> 00:44:56,040 applications, you can seamlessly integrate to all of these underlying 670 00:44:56,040 --> 00:44:59,390 data sources that it needs to pull from CRM systems 671 00:45:00,590 --> 00:45:04,390 and any third party data, as well as the real time information, 672 00:45:04,670 --> 00:45:08,180 of course. And so being able to leverage an AI 673 00:45:08,230 --> 00:45:11,830 platform that is open, that doesn't just lock you into 674 00:45:11,830 --> 00:45:15,170 their own set of data, that might be still very 675 00:45:15,960 --> 00:45:19,820 siloed, but allows you to orchestrate and collect data from 676 00:45:19,820 --> 00:45:24,170 any source as well as even orchestrate multiple AI technologies 677 00:45:24,170 --> 00:45:27,570 together. And so they can interact between one another, I 678 00:45:27,570 --> 00:45:32,220 think is really, really important. And so one proof point 679 00:45:32,220 --> 00:45:36,370 here is a company called Intel that chose us to 680 00:45:36,400 --> 00:45:40,590 help overcome that challenge. They had a live tech support 681 00:45:41,000 --> 00:45:45,250 Voicebot and they were using our solutions along with a 682 00:45:45,250 --> 00:45:48,990 variety of other different third party technologies to sort of 683 00:45:48,990 --> 00:45:53,100 be that orchestrator, even amongst their bots, because in some bots 684 00:45:53,100 --> 00:45:57,320 they might choose for certain specialties or they already had 685 00:45:57,320 --> 00:46:01,940 that, they wanted to leverage their existing investments. So garbage in, 686 00:46:01,940 --> 00:46:05,040 garbage out, right? So data quality of course is a 687 00:46:05,040 --> 00:46:08,180 really important challenge. And so be able to choose an open 688 00:46:08,180 --> 00:46:11,210 platform that allows you to pull from any source is 689 00:46:11,210 --> 00:46:14,690 really, really key. The second one here on the shortage 690 00:46:14,690 --> 00:46:18,290 of AI developers and data scientists, Aarde I am going 691 00:46:18,290 --> 00:46:20,810 to pick on you because I got the proof point and 692 00:46:20,910 --> 00:46:22,540 you, why don't you speak to this one for us? 693 00:46:24,700 --> 00:46:29,570 Definitely. It's a living organism. Whenever you're creating AI or 694 00:46:29,570 --> 00:46:34,730 deploying machine learning around a certain business objective, you can't 695 00:46:34,730 --> 00:46:38,110 just implement and forget. So not only is there a 696 00:46:38,110 --> 00:46:42,030 need for resources, AI developers and data scientists in the 697 00:46:42,030 --> 00:46:45,700 beginning, but also a little bit of resources needed on 698 00:46:45,700 --> 00:46:48,610 the backend just to maintain the product, making sure that 699 00:46:50,120 --> 00:46:53,220 it's doing the right thing. I think the best analogy 700 00:46:53,220 --> 00:46:57,060 I've ever heard is it's like a garden. You're growing vegetables 701 00:46:57,060 --> 00:46:59,880 out in the garden, you need to not only dig the 702 00:46:59,960 --> 00:47:03,270 initial holes to plant with the initial plants, but as 703 00:47:03,270 --> 00:47:06,380 it's growing, you need to make sure you're watering it. 704 00:47:06,380 --> 00:47:11,230 It gets enough sun, that you're clipping the appropriate leaves. 705 00:47:11,390 --> 00:47:13,790 It's not something that you could set and forget, and 706 00:47:13,790 --> 00:47:17,190 that does take time, energy and resources. It's very easy 707 00:47:17,190 --> 00:47:21,690 for us to deploy something and then prove its success 708 00:47:21,690 --> 00:47:24,410 and say, what? That's great. Let's now deploy something else. 709 00:47:24,480 --> 00:47:26,800 And then we totally forget about it. And then two 710 00:47:26,800 --> 00:47:29,890 years later, it's completely stale. It's doing things that it 711 00:47:29,890 --> 00:47:33,240 shouldn't be doing, or it's not necessarily creating the outcomes 712 00:47:33,240 --> 00:47:36,110 that we wanted. So it's really important to make sure 713 00:47:36,110 --> 00:47:39,360 that you invest in developers and data scientists to help 714 00:47:39,360 --> 00:47:44,610 support your business objectives. Thanks Aarde. And the third one 715 00:47:44,610 --> 00:47:47,770 I would highlight is a challenge we often see too. 716 00:47:47,770 --> 00:47:50,950 And just being able to demonstrate the business value and 717 00:47:50,950 --> 00:47:54,460 return on investment with AI. So one of the ways 718 00:47:54,460 --> 00:47:58,020 that we help our clients is by even just offering 719 00:47:58,020 --> 00:48:01,930 some really fast and easy proof points, build a bot 720 00:48:01,930 --> 00:48:05,650 workshop where within an hour, you can get your hands 721 00:48:05,650 --> 00:48:09,680 on the technology and build a basic bot to be 722 00:48:09,680 --> 00:48:14,270 able to understand and prove out and showcase how you 723 00:48:14,270 --> 00:48:18,520 can gain efficiencies in handling influxes of volume as an 724 00:48:18,520 --> 00:48:22,650 example. We offer pretrials so you can try before you buy 725 00:48:22,650 --> 00:48:25,650 to be able to prove out that technology too. And 726 00:48:25,650 --> 00:48:28,930 then lastly, I mentioned that we have a value consulting 727 00:48:28,930 --> 00:48:31,890 and business consulting team, whereas as part of the process 728 00:48:31,890 --> 00:48:36,050 and working with you, we look to help you with 729 00:48:36,080 --> 00:48:39,500 the financial models and the business benefit and benchmarks that 730 00:48:39,500 --> 00:48:42,690 you need to help justify the solution, and then can 731 00:48:42,690 --> 00:48:45,340 we follow up with you and working with you in 732 00:48:45,420 --> 00:48:50,670 understanding how you can realize that information and prove it 733 00:48:50,670 --> 00:48:52,760 out to share with your key stakeholders that were a 734 00:48:52,760 --> 00:48:55,970 part of the decision and in investing to begin with. 735 00:48:56,640 --> 00:49:00,830 So those are a couple from your slide before. Claire, 736 00:49:00,830 --> 00:49:03,590 that jumped out to me in terms of AI challenges and proof 737 00:49:03,590 --> 00:49:07,120 points and how we help companies. Thank you very much 738 00:49:07,410 --> 00:49:10,650 Janelle. Okay. I'm going to change tack a little bit now. 739 00:49:10,910 --> 00:49:13,480 I don't know if you recall at the beginning, I said that 740 00:49:13,480 --> 00:49:17,290 we will be talking about this concept of data sharing. So 741 00:49:17,330 --> 00:49:21,450 what would be the value of you taking an anonymized 742 00:49:21,450 --> 00:49:24,370 set of data and sharing it with a third party 743 00:49:24,370 --> 00:49:27,650 and what could be some of the mutual benefits that 744 00:49:27,650 --> 00:49:31,320 would come out of that. And we're already seeing various examples 745 00:49:31,310 --> 00:49:34,990 across industries. I'll give you a couple of examples. So 746 00:49:35,390 --> 00:49:40,670 transportation companies sharing much more detailed supply chain data along 747 00:49:40,780 --> 00:49:42,760 the supply chain so that people can give much more 748 00:49:42,810 --> 00:49:49,790 accurate timing estimates to their customers or a telecommunications company sharing 749 00:49:49,790 --> 00:49:54,750 information about customers are switching SIM cards frequently and sharing that 750 00:49:54,860 --> 00:49:58,160 information with banks to help them identify cases of fraud. 751 00:49:58,550 --> 00:50:02,070 So various examples of where companies are looking at the 752 00:50:02,070 --> 00:50:04,990 value of their data and how in future, they might 753 00:50:04,990 --> 00:50:09,380 share it with third parties to develop AI, to develop new 754 00:50:09,380 --> 00:50:13,610 business models, to develop new supply chain efficiencies. And so 755 00:50:13,610 --> 00:50:16,970 we ask the survey respondents, what would be the greatest 756 00:50:16,970 --> 00:50:21,220 benefits of sharing data with companies in your own or 757 00:50:21,220 --> 00:50:26,840 adjacent industries? And the majority 56%, say that the greatest benefit they 758 00:50:26,840 --> 00:50:32,240 could foresee will be faster and more transparent supply chains 759 00:50:32,580 --> 00:50:36,600 followed by faster and more innovative product development and then 760 00:50:36,620 --> 00:50:41,190 new and enhanced customer services and experiences. And I know 761 00:50:41,190 --> 00:50:45,770 that Genesys has been taking some initiatives looking into this 762 00:50:45,770 --> 00:50:48,500 space of data sharing. Janelle, can you give us a 763 00:50:48,500 --> 00:50:50,360 couple of examples of what you see this kind of 764 00:50:51,060 --> 00:50:56,730 the value of sharing data to be. Well, absolutely. So 765 00:50:56,730 --> 00:51:00,240 when it comes to sharing data, I'll go back to 766 00:51:00,240 --> 00:51:03,360 some of the obstacles, right? So if you go to 767 00:51:03,360 --> 00:51:07,010 the next slide real quick Claire and I look at 768 00:51:07,330 --> 00:51:13,530 the second bar chart, as a technology provider, the second 769 00:51:13,530 --> 00:51:17,050 one here jumps out to me as something where along 770 00:51:17,050 --> 00:51:20,240 with global tech companies, we can be part of removing 771 00:51:20,240 --> 00:51:24,700 the obstacles associated with managing and transforming that data across 772 00:51:24,700 --> 00:51:27,810 many systems, because if you're going to share it, you need 773 00:51:27,810 --> 00:51:30,830 to have it sort of in a shareable format to 774 00:51:30,830 --> 00:51:35,640 begin with. So that's why Genesys has become one of 775 00:51:35,640 --> 00:51:39,380 the only providers that are part of two key initiatives 776 00:51:39,380 --> 00:51:46,340 in being able to have open APIs amongst the key 777 00:51:46,340 --> 00:51:49,200 data providers. So two that come to mind are the 778 00:51:49,200 --> 00:51:53,300 Cloud Information Model, where we partner with companies like Amazon 779 00:51:53,300 --> 00:51:56,690 and Salesforce, as well as the open data initiative, where 780 00:51:56,690 --> 00:52:01,420 we're partnering with other companies like Adobe, SAP and Microsoft. 781 00:52:01,950 --> 00:52:06,070 To really conquer this challenge for companies like you, we're 782 00:52:06,070 --> 00:52:11,600 destroying data silos. We know isn't simple but joining forces 783 00:52:11,600 --> 00:52:16,640 to establish more interoperability and data exchange in a safe 784 00:52:16,640 --> 00:52:19,540 and secure way is a step in the right direction 785 00:52:19,540 --> 00:52:24,330 that we're really excited about. Yeah. So what this chart 786 00:52:24,330 --> 00:52:28,170 shows is the developments that companies would need to see 787 00:52:28,170 --> 00:52:31,470 to be even more active in the data sharing space. 788 00:52:31,620 --> 00:52:34,350 And so 64% say that they would want to see 789 00:52:34,350 --> 00:52:38,570 greater regulatory clarity, what exactly are the rules on data 790 00:52:38,570 --> 00:52:42,750 sharing and then they'd also be looking for the agreed 791 00:52:42,750 --> 00:52:48,030 industry standards on how data can be safely, ethically, legally 792 00:52:48,030 --> 00:52:54,130 shared across organizations. And also if they saw competitors initiatives 793 00:52:54,340 --> 00:52:57,820 to increase the data that they're sharing, that might be 794 00:52:57,820 --> 00:53:03,110 something that would move them into data sharing. So the next slide, 795 00:53:04,000 --> 00:53:07,580 the next question we ask them is, how willing would you 796 00:53:07,580 --> 00:53:11,610 be to share internal data? And what we saw is 797 00:53:11,610 --> 00:53:15,430 that executives in the America, so Latin America and the 798 00:53:15,430 --> 00:53:20,080 North America are the most enthusiastic globally saying they are 799 00:53:20,080 --> 00:53:25,520 either very willing or somewhat willing to share data. In 800 00:53:25,520 --> 00:53:29,610 Asia Pacific, Europe, the Middle East and Africa, perhaps a 801 00:53:29,610 --> 00:53:32,910 little bit more hesitant too, a little bit more caution 802 00:53:32,910 --> 00:53:38,690 about data sharing perhaps it's because GDPR is very, very 803 00:53:38,690 --> 00:53:43,590 strict regulations on data sharing and just culturally more conservative 804 00:53:43,590 --> 00:53:49,130 cultures around sharing information and data. So that brings us 805 00:53:49,130 --> 00:53:52,630 to the end of the content that we wanted to 806 00:53:52,630 --> 00:53:55,760 share with you today and leaves us some time for 807 00:53:55,760 --> 00:53:59,200 Q& A, just about five minutes for Q& A. After 808 00:53:59,200 --> 00:54:03,470 that, I will share some key takeaways from this presentation 809 00:54:03,670 --> 00:54:06,360 and then Josh will come back and share some more 810 00:54:06,360 --> 00:54:08,730 of the resources that are available to you after this 811 00:54:08,730 --> 00:54:12,580 webinar. So before we get going on the Q& A 812 00:54:12,800 --> 00:54:15,090 Josh, can I just bring you back in to explain 813 00:54:15,090 --> 00:54:19,410 to the audience how it would work? Yes, absolutely. So 814 00:54:19,610 --> 00:54:22,030 for everybody who's going to participate in today's Q& A, 815 00:54:22,740 --> 00:54:25,620 there's a Q& A chat window below the slide window. If 816 00:54:25,620 --> 00:54:27,820 you put your questions in there, we'll get through as 817 00:54:27,820 --> 00:54:29,530 many as we can with the short amount of time that 818 00:54:29,530 --> 00:54:32,140 we have. But we do encourage you to go ahead 819 00:54:32,140 --> 00:54:34,430 and throw those questions in there, because even if we 820 00:54:34,430 --> 00:54:36,750 don't answer them aloud, we will follow up with you 821 00:54:36,750 --> 00:54:40,760 via email within the next few business days. So with that, Claire, 822 00:54:40,760 --> 00:54:43,990 if you want to kick things off, go ahead. Okay. 823 00:54:44,330 --> 00:54:46,280 So also, if you don't have a question, but you 824 00:54:46,280 --> 00:54:48,890 wanted to make a comment or answer any of the 825 00:54:48,890 --> 00:54:51,560 questions that I've got up on the slide, how is 826 00:54:51,560 --> 00:54:54,390 AI making an impact in your business? What challenges have you 827 00:54:54,660 --> 00:54:57,720 seen? Have you seen the examples of data sharing in your 828 00:54:57,720 --> 00:55:00,520 industry? So while we wait for some questions to come 829 00:55:00,520 --> 00:55:03,130 in, if they're going to, Aarde, I'd like to ask 830 00:55:03,130 --> 00:55:06,590 you, what would you say is your greatest lesson learned 831 00:55:06,620 --> 00:55:12,690 having been on this AI journey in your business? Yeah, this is a great 832 00:55:12,690 --> 00:55:16,530 question. And the lessons learned kind of change over time 833 00:55:16,530 --> 00:55:20,500 and depending on where you are in the journey either 834 00:55:21,140 --> 00:55:23,750 just deploying your first one or about to deploy your 835 00:55:23,750 --> 00:55:29,250 first AI or bot or tool or where we're kind 836 00:55:29,250 --> 00:55:32,600 of we are now where we've had bots in place 837 00:55:32,600 --> 00:55:36,110 for more than a year, and now we're trying to optimize 838 00:55:36,110 --> 00:55:37,840 or see what the next step is. I think the 839 00:55:37,840 --> 00:55:42,360 biggest challenge is getting executive buy- in. You have to 840 00:55:42,360 --> 00:55:44,460 get buy- in at the highest level. It has to 841 00:55:44,460 --> 00:55:47,210 be a company initiative. I know it's very easy to 842 00:55:47,210 --> 00:55:50,970 start in a specific silo like customer service or sales 843 00:55:51,960 --> 00:55:56,370 and you can see some traumatic results, but it took 844 00:55:56,370 --> 00:55:59,290 for it to get the highest impact, it's really important 845 00:55:59,290 --> 00:56:01,020 to get it all the way to your C- suite, 846 00:56:01,020 --> 00:56:07,990 your COO, your CEO or even the director of IT 847 00:56:08,330 --> 00:56:12,470 or CIO. I think that's the biggest challenge, and it's 848 00:56:12,470 --> 00:56:15,910 not necessarily a challenge because they're not interested in investing 849 00:56:15,910 --> 00:56:18,380 in it, it's a challenge in articulating how it could 850 00:56:18,380 --> 00:56:22,990 probably support some sort of business obstacle that they have 851 00:56:23,710 --> 00:56:25,830 that's in front of. I would say that's our biggest 852 00:56:26,190 --> 00:56:30,960 challenge. Yeah. Okay. So we have a very interesting question that's come 853 00:56:30,960 --> 00:56:35,670 in and Janelle, I think it's one that we can 854 00:56:35,670 --> 00:56:38,630 put to you a question from a gentleman called Ignacio. 855 00:56:38,960 --> 00:56:41,890 So in a few words, what is the company missing if 856 00:56:41,890 --> 00:56:45,200 they are not using AI on their customer service model? 857 00:56:47,730 --> 00:56:49,800 Well, if I could say two words, I would say 858 00:56:49,800 --> 00:56:54,350 business benefits. So hopefully of what you've seen from the 859 00:56:54,350 --> 00:56:57,960 examples that we've shown and what Aarde described as well 860 00:56:57,960 --> 00:57:03,240 as is that, in order to achieve efficiencies at scale, 861 00:57:03,360 --> 00:57:07,940 to achieve improved customer experience at scale to increase revenue, 862 00:57:08,560 --> 00:57:12,410 there's real power with the use of artificial intelligence to 863 00:57:12,760 --> 00:57:16,460 be able to real time provide insights and actions that 864 00:57:16,460 --> 00:57:20,510 drive business results and business outcomes. So that I would say 865 00:57:20,510 --> 00:57:23,750 you might have great customer experience already, you might be 866 00:57:23,750 --> 00:57:26,780 missing an opportunity to take that to the next level 867 00:57:26,780 --> 00:57:35,020 if you don't incorporate AI. Okay. So a comment from 868 00:57:35,020 --> 00:57:38,570 a lady called Carra, so we use Chatbots in place and 869 00:57:38,570 --> 00:57:41,600 have seen some positive results and are looking to take 870 00:57:41,600 --> 00:57:44,280 it to the level of full integration with our live 871 00:57:44,280 --> 00:57:48,320 chat. So Janelle, what would you think that their business 872 00:57:48,320 --> 00:57:53,570 needs to consider as they're making that next step? Well, 873 00:57:53,570 --> 00:57:56,840 it's hard to say not knowing how they're using Chatbots 874 00:57:56,840 --> 00:57:59,910 today honestly but maybe Aarde I could ask for your 875 00:57:59,910 --> 00:58:03,800 opinion on this one having really been very close to 876 00:58:03,800 --> 00:58:10,290 the implementation at Textile. Yeah. So I would say if 877 00:58:10,290 --> 00:58:12,700 you're just starting out with Chatbots, you're probably doing an 878 00:58:12,700 --> 00:58:17,640 FAQ bot that's learning the intent and then reporting back some 879 00:58:17,640 --> 00:58:21,510 sort of basic information from an FAQ guide. I would 880 00:58:21,510 --> 00:58:25,030 say the next level to that is integrating denigrations into 881 00:58:25,030 --> 00:58:28,980 your CRM or whatever tool sets that you have so 882 00:58:28,980 --> 00:58:32,330 that instead of just reading back some content, you could 883 00:58:32,330 --> 00:58:35,710 actually perform actions for your customers and truly give them 884 00:58:35,710 --> 00:58:39,870 self service. Think of it as like, " Can you reset 885 00:58:39,870 --> 00:58:42,960 my password?" And instead of it saying, " You could reset 886 00:58:42,960 --> 00:58:45,900 your password by logging in and clicking the reset password 887 00:58:45,900 --> 00:58:48,710 button." Instead, it would say, " Sure. I could reset your 888 00:58:48,710 --> 00:58:52,180 password. Let me go ahead and send you an SMS 889 00:58:52,180 --> 00:58:55,660 text message, click that link." And it'll reset it. It'll 890 00:58:55,660 --> 00:59:01,100 expire in 10 minutes, something like that. So actionable, we 891 00:59:01,100 --> 00:59:04,940 call this virtual assistants versus just a Chatbot, that would be 892 00:59:05,000 --> 00:59:08,470 the next level. And then I guess kind of piggybacking 893 00:59:08,470 --> 00:59:12,080 off the first QA question, what you would miss by 894 00:59:12,080 --> 00:59:16,660 not implementing AI. And I think Janelle hit this on 895 00:59:16,660 --> 00:59:21,160 the head, it's business insights, it's KPIs and metrics that 896 00:59:21,160 --> 00:59:22,880 you can now measure. It's going to open up a 897 00:59:22,880 --> 00:59:26,400 whole new area for you to have insights into and 898 00:59:26,400 --> 00:59:29,700 then that could help you create your customer experience and 899 00:59:29,700 --> 00:59:34,420 customer journey. I think we're at time now. So I 900 00:59:34,420 --> 00:59:37,710 better hand it to Josh who will wrap the call 901 00:59:37,710 --> 00:59:40,700 and give us some resources that build on these topics. 902 00:59:42,720 --> 00:59:46,320 Sounds good to me. So just as next steps for 903 00:59:46,320 --> 00:59:50,210 everybody, you should see the resource list just next to 904 00:59:50,210 --> 00:59:52,770 the Q& A window. Make sure you click on these 905 00:59:52,770 --> 00:59:55,330 before we end today's webcast. You can get the full 906 00:59:55,330 --> 00:59:58,680 MIT global AI agenda report. You can learn more about 907 00:59:58,680 --> 01:00:01,330 the AI power context center, and you can even get 908 01:00:01,330 --> 01:00:04,670 started today by building AI capabilities into your call center. 909 01:00:05,470 --> 01:00:07,520 So again, make sure that you click on that before we 910 01:00:07,520 --> 01:00:12,050 close out today. Also to wrap up, make sure you 911 01:00:12,050 --> 01:00:14,070 continue to throw questions that you still have, even though 912 01:00:14,070 --> 01:00:15,510 we ran out of time, we do want to make 913 01:00:15,510 --> 01:00:17,690 sure that we answer any questions. So throw those into 914 01:00:17,690 --> 01:00:20,320 the Q& A window before we end today. And I'll be 915 01:00:20,320 --> 01:00:23,740 sure to answer as many as we can via email 916 01:00:23,740 --> 01:00:27,470 within the next few business days. Also after today's webinar, 917 01:00:27,470 --> 01:00:30,760 you're going to see a short survey pop up. We 918 01:00:30,760 --> 01:00:33,420 make sure that we tailor webinars towards what you want 919 01:00:33,420 --> 01:00:38,210 to learn more about. So be sure to throw your 920 01:00:38,210 --> 01:00:41,510 responses into the survey and click submit before today's session 921 01:00:41,510 --> 01:00:43,860 ends and we'll be sure to incorporate that feedback in 922 01:00:43,860 --> 01:00:47,650 the future. And also be sure to take a look 923 01:00:47,650 --> 01:00:50,840 at our podcast below. We have a new podcast called 924 01:00:50,840 --> 01:00:54,590 Tech Talks in Twenty where we discuss topics that you 925 01:00:54,590 --> 01:00:57,810 want to hear in just about 20 minutes. So you 926 01:00:57,810 --> 01:01:01,550 are welcome to listen today. So with all that being 927 01:01:01,550 --> 01:01:04,450 said on behalf of Janelle, Claire and Aarde and the 928 01:01:04,450 --> 01:01:07,160 entire Genesys team, we thank you again for joining today's 929 01:01:07,160 --> 01:01:11,750 webcast AI in the Contact Center: The Promise, Reality and Future. 930 01:01:12,030 --> 01:01:17,540 Until next time, have a good one everyone. Bye. Thank 931 01:01:17,870 --> 01:01:18,020 you.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t894QAA"] Meet the Speakers Claire Beatty Editorial Director for International Markets MIT Technology Review Insights Aarde Cosseboom Sr. Director of GMS Technology, Product, & Analytics TechStyle Janelle Dieken Senior Vice President, Product Marketing Genesys [this_page_title] [cutoff co_thick="2px"] Get the contact center platform of the future — it’s easier than you think. With a methodology and automation tools born from hundreds of customer migrations over recent years, we can move you from your current Genesys platform to the Genesys Cloud™ platform quickly. In this on-demand webinar you will hear about: How we use automation tools to speed design & implementation What factors you need to consider before starting How you can leverage your existing investment to set up Genesys Cloud Watch this on-demand session to see and experience it for yourself. [mktoform cta_header="Watch the on-demand recording" cta_button="Watch now" ar_status="dynamic" cms_hold="RG" cid_id="7011T000001t7TDQAY"] Genesys + Zoom Seamless cloud communications for great customer experiences [webinarschedulesingle][cutoff co_thick="2px"] Take charge of your contact center productivity In this consumer-driven, hyper-connected world, contact center agents need a simplified communication and collaboration solution that supports working from anywhere. With the recently announced Genesys and Zoom Video Communications partnership, contact center agents and knowledge workers have an integrated communication solution for calling, directory and presence that ensures they have the details they need, know who to reach and when they’re available to deliver exceptional customer experiences. Take charge of your contact center productivity with Genesys and Zoom integrated communications. Register now for this webinar and learn how to: Increase contact center agent productivity with integrated communications Provide a seamless, simplified and more efficient agent experience Enable employees to quickly find the right resources to address your customer’s needs Use cloud-based customer support tools for modern experiences Register now. See how integrated cloud communications can enhance agent and customer experiences.[cutoff co_thick="2px"]1 00:00:06,360 --> 00:00:09,750 All right. Good morning, evening and afternoon, everyone. My name 2 00:00:09,750 --> 00:00:11,910 is Josh Reed and I'm from the digital events team 3 00:00:11,910 --> 00:00:14,340 here at Genesys. And I'll be one of the moderators 4 00:00:14,340 --> 00:00:16,950 for today's presentation. And let me be the first to 5 00:00:16,950 --> 00:00:21,420 welcome you to today's webcast, Genesys and Zoom: Seamless Cloud 6 00:00:21,420 --> 00:00:26,230 Communications for Great Customer Experiences. To ensure that you have 7 00:00:26,230 --> 00:00:28,730 the best experience viewing today's webinar. I'm going to cover 8 00:00:28,730 --> 00:00:31,010 a few housekeeping items as I usually do, and I'll 9 00:00:31,010 --> 00:00:33,870 make this short and sweet first to ensure that you 10 00:00:33,870 --> 00:00:37,110 don't have any issues viewing or listening to today's presentation. 11 00:00:37,600 --> 00:00:39,850 Please make sure that you have a reliable internet connection 12 00:00:39,909 --> 00:00:43,760 and phone connection. If you experience any problems, viewing today's 13 00:00:43,760 --> 00:00:46,990 webcast, try leaving the Zoom webinar and logging back in 14 00:00:46,990 --> 00:00:49,940 from the link from your reminder email. And if you 15 00:00:49,940 --> 00:00:51,930 continue to have issues, why don't you throw that into 16 00:00:51,930 --> 00:00:53,540 the chat? And we'll see if we can troubleshoot for 17 00:00:53,540 --> 00:00:57,220 you. Also, this webcast is designed to be an interactive 18 00:00:57,220 --> 00:00:59,740 experience between you and our presenters today. So at any 19 00:00:59,740 --> 00:01:02,440 time during the webcast, feel free to submit those questions 20 00:01:02,440 --> 00:01:05,569 in the Q& A tab on your Zoom toolbar. Now 21 00:01:05,569 --> 00:01:07,430 I'll make sure that you throw those questions into the 22 00:01:07,430 --> 00:01:09,840 Q& A tool and not the chat so that we 23 00:01:10,160 --> 00:01:12,069 make sure that we answer your question or have a 24 00:01:12,069 --> 00:01:15,020 chance to answer your question. We don't miss it, also 25 00:01:15,020 --> 00:01:17,280 just to let if time does get away from us 26 00:01:17,280 --> 00:01:21,190 as sometimes it usually does. Don't fret. We'll follow up 27 00:01:21,190 --> 00:01:23,780 with you via email within the next few business days, 28 00:01:24,690 --> 00:01:27,340 and also know that this is being recorded and that 29 00:01:27,340 --> 00:01:29,770 you'll receive a link to the on- demand recording via 30 00:01:29,770 --> 00:01:34,220 email from Zoom within the next few business days and 31 00:01:34,220 --> 00:01:36,550 see it, like I said, short and sweet. So it's 32 00:01:36,550 --> 00:01:39,690 my pleasure to introduce you to our moderator today. Randy 33 00:01:39,690 --> 00:01:43,060 Carter, the marketing content director here at Genesys. Randy, why 34 00:01:43,060 --> 00:01:47,850 don't you take it away, buddy? Thanks Josh. So, I 35 00:01:48,610 --> 00:01:50,980 mean, the main question that we want to talk about 36 00:01:50,980 --> 00:01:54,730 today is why is it still so hard to help 37 00:01:54,830 --> 00:01:59,900 people? I mean, we've got digital transformation stuff. That's moving 38 00:01:59,900 --> 00:02:03,040 customer communications to the cloud. It's changing the way that 39 00:02:03,060 --> 00:02:07,500 we're communicating. We've got a lot of things about the 40 00:02:07,500 --> 00:02:11,300 way that we're doing customer experience and employee experiences as 41 00:02:11,300 --> 00:02:15,970 well, that are changing. And there's huge growth in automation, 42 00:02:16,270 --> 00:02:22,990 bots, and digital work, I mean, voice is still vital 43 00:02:23,160 --> 00:02:26,500 as a way to solve real problems and bring people 44 00:02:26,500 --> 00:02:31,970 together. And like everything else though voice is changing and 45 00:02:31,970 --> 00:02:36,800 it won't change back. All of this disruption has really 46 00:02:36,800 --> 00:02:40,790 brought forth all of these great cases that we knew 47 00:02:40,790 --> 00:02:45,900 were coming about working from anywhere and about elevating voice 48 00:02:46,120 --> 00:02:51,240 to video. And that's why we're here. We're here to 49 00:02:51,240 --> 00:02:55,340 give you details on a new way to provide voice 50 00:02:55,340 --> 00:03:04,669 in videos, simply flexibly globe. So today I'm here also 51 00:03:04,669 --> 00:03:10,130 have two people along with me, we got Neil Levonius, 52 00:03:10,580 --> 00:03:13,730 who is from Zoom in product marketing, and we've also 53 00:03:13,730 --> 00:03:18,630 got Jeff Wise. So I'm going to start off with 54 00:03:18,630 --> 00:03:22,389 Jeff. Jeff, could you tell us who you are and 55 00:03:22,389 --> 00:03:26,430 who Genesys is? Thanks Randy. And thanks everyone for being 56 00:03:26,430 --> 00:03:31,260 here today. Super excited to talk about our partnership and 57 00:03:31,260 --> 00:03:34,169 vision with Zoom, but I head up by our strategic 58 00:03:34,169 --> 00:03:39,080 alliances group and ecosystems, but I'm really excited about what 59 00:03:39,080 --> 00:03:42,710 we're working with our partner Zoom. Now a little bit 60 00:03:42,790 --> 00:03:46,850 about Genesys. We have been around a long time. We're really 61 00:03:46,850 --> 00:03:50,680 uniquely positioned in this industry because now, when it becomes 62 00:03:52,080 --> 00:03:55,030 uniquely valuable, is that we're really a company that believes 63 00:03:55,030 --> 00:03:58,980 in self disruption and we've led continuous change after continuous 64 00:03:58,980 --> 00:04:02,130 change. And today is actually going to be no different. 65 00:04:03,090 --> 00:04:07,550 We started before cloud even existed, but today we're a 66 00:04:07,570 --> 00:04:10,410 global cloud company and we're going to talk about what that 67 00:04:10,410 --> 00:04:15,190 means as well. We've pioneered omni- channel multi- channel customer 68 00:04:15,190 --> 00:04:19,910 engagement because customers keep changing and more importantly, they are 69 00:04:19,920 --> 00:04:23,850 changing how they want to engage. So today now we 70 00:04:23,850 --> 00:04:29,210 power our customer's experiences with AI fueled by data, across 71 00:04:29,210 --> 00:04:34,680 multiple sources, using an agile cloud culture. And Genesys is 72 00:04:34,680 --> 00:04:38,190 really creating the one of the most scalable cloud- based 73 00:04:38,190 --> 00:04:42,670 customer experience platforms in the industry. But at the end 74 00:04:42,670 --> 00:04:44,500 of the day, it's the moment of truth that really 75 00:04:44,500 --> 00:04:50,020 matters. And, it's when that customer connects and they need help 76 00:04:50,020 --> 00:04:54,350 and we help our customers with billions of different customer 77 00:04:54,350 --> 00:04:58,390 interactions every year and all about helping our customers connect 78 00:04:58,390 --> 00:05:01,510 with their customers at that moment of truth. And as 79 00:05:01,510 --> 00:05:07,110 a result of that, customers worldwide, large global brands trust 80 00:05:07,110 --> 00:05:10,640 us with helping them connect with their customers. So it's 81 00:05:10,640 --> 00:05:13,610 great to be here, Randy, thanks for the opportunity to 82 00:05:13,610 --> 00:05:18,390 talk about Genesys and what we're doing with Zoom. All right. Now we're going 83 00:05:18,390 --> 00:05:21,830 to pivot over and talk to Neil. Same question. Tell 84 00:05:21,830 --> 00:05:26,250 us about, in a bit about Zoom? Yeah. So thank 85 00:05:26,250 --> 00:05:28,900 you, Randy. It's great to be here. So my name 86 00:05:28,900 --> 00:05:31,779 is Neil Levonius and I'm a product marketing lead for 87 00:05:31,800 --> 00:05:37,550 Zoom phone, our cloud phone system. So, you probably know 88 00:05:37,550 --> 00:05:39,820 what Zoom is. I think a lot of people are 89 00:05:39,820 --> 00:05:42,760 using it now and really what our story is? What 90 00:05:42,760 --> 00:05:45,410 our vision is? Is that we are creating a platform 91 00:05:45,410 --> 00:05:49,730 that enables video communications to empower people, to accomplish anything 92 00:05:49,730 --> 00:05:54,279 they want to be and to be always connected. And 93 00:05:54,279 --> 00:05:56,750 so when you think about the way we communicate today, 94 00:05:56,779 --> 00:06:01,410 it's radically changed. We have over 300 million daily active 95 00:06:01,410 --> 00:06:06,130 meeting participants using the Zoom platform every day, and they're 96 00:06:06,130 --> 00:06:09,540 not just using it for video. We created this platform 97 00:06:09,720 --> 00:06:13,680 that does video. It does chat, it does phone calls, 98 00:06:13,880 --> 00:06:17,480 it supports conference rooms, large webinars like we're doing right 99 00:06:17,480 --> 00:06:21,029 now and all of these different things. And the reason 100 00:06:21,029 --> 00:06:25,620 why this has come about is because people need flexibility. 101 00:06:25,620 --> 00:06:28,750 They're working from everywhere. They're working on all of these 102 00:06:28,750 --> 00:06:32,550 different devices and they want a consistent user experience across 103 00:06:32,550 --> 00:06:35,270 everything. So when I think about my 14 year old 104 00:06:35,270 --> 00:06:37,470 daughter, she's going to be a sophomore in high school 105 00:06:37,470 --> 00:06:40,820 this year. And if I give her a phone call. 106 00:06:40,860 --> 00:06:43,040 If I call her on the phone like this, it 107 00:06:43,040 --> 00:06:45,029 freaks her out. She doesn't know what that is. She's 108 00:06:45,029 --> 00:06:46,339 not going to put a phone up to her ear 109 00:06:46,339 --> 00:06:49,410 because that's so strange. But if I send her a 110 00:06:49,410 --> 00:06:53,040 text message, she responds right away. Cause she's very happy 111 00:06:53,040 --> 00:06:55,270 using text. And then if she wants to get ahold 112 00:06:55,270 --> 00:06:57,060 of me in real time, what does she do? She 113 00:06:57,100 --> 00:07:01,500 FaceTimes me. She sends Zoom because people are shifting, the 114 00:07:01,500 --> 00:07:05,240 culture is shifting to being very comfortable with video. Now 115 00:07:05,240 --> 00:07:09,020 that doesn't discount any of the other modalities, then that's 116 00:07:09,020 --> 00:07:11,000 why you need a platform that can support all of 117 00:07:11,000 --> 00:07:13,470 them. Voice is still very important. It ends up being 118 00:07:13,470 --> 00:07:16,030 the lowest common denominator and how we communicate because it's 119 00:07:16,030 --> 00:07:19,220 a ubiquitous platform that can be found everywhere, but then 120 00:07:19,220 --> 00:07:22,690 people are very comfortable with chat, SMS and then video, 121 00:07:22,690 --> 00:07:25,170 when you want to have that more personal touch. So 122 00:07:25,420 --> 00:07:28,570 that's what the Zoom platform has really been designed for. 123 00:07:28,800 --> 00:07:31,610 And then partnering with companies like Genesys to bring our 124 00:07:31,610 --> 00:07:35,850 capabilities together, to provide this really best of breed solution 125 00:07:36,840 --> 00:07:45,570 is very exciting. And we believe for our customers. Randy 126 00:07:45,570 --> 00:07:53,290 you're muted. Oh, there we go. Okay. So Neil, you 127 00:07:53,290 --> 00:07:56,010 dropped that magic word vision, and that's what I want 128 00:07:56,010 --> 00:07:59,750 to talk about next, which is we've got to power 129 00:07:59,750 --> 00:08:04,140 us cloud companies here. What's the vision of this partnership? I want 130 00:08:04,390 --> 00:08:06,820 to start with Jeff. Jeff, what do you think? Yeah, thanks Randy. And 131 00:08:07,320 --> 00:08:11,020 I think Neil said it. We're shifting to a video- 132 00:08:11,020 --> 00:08:15,100 first experience at a consumer level and a business level. 133 00:08:15,410 --> 00:08:19,810 And that video experience is a key ingredient to this 134 00:08:19,810 --> 00:08:23,540 vision because what we're really doing is we're bringing the 135 00:08:23,540 --> 00:08:27,010 best of breed companies together, Genesys being that best of 136 00:08:27,010 --> 00:08:31,990 breed customer experience, and with the best of breed video 137 00:08:31,990 --> 00:08:36,809 communication experience through Zoom. But by bringing these best of 138 00:08:36,809 --> 00:08:39,309 breed companies together, what we're doing is we're really building 139 00:08:39,309 --> 00:08:43,500 a future together. And that is to allow seamless communications 140 00:08:43,500 --> 00:08:47,080 between the front office and back office. And that's bringing 141 00:08:47,080 --> 00:08:51,730 all employees together, not just the contact center, but everyone 142 00:08:51,940 --> 00:08:56,460 to be able to communicate and collaborate effortlessly. And using 143 00:08:56,460 --> 00:09:00,150 video is key because it really elevates the conversation, it 144 00:09:00,150 --> 00:09:05,960 creates relationships, it creates that empathy as well. So video 145 00:09:05,960 --> 00:09:09,920 is a key ingredient. And Zoom with the video- first 146 00:09:10,300 --> 00:09:15,950 video communications experience is a really valuable part of this 147 00:09:15,950 --> 00:09:19,840 vision that Genesys wants to create with Zoom. So our 148 00:09:19,840 --> 00:09:22,970 vision look, it's not just about phone calls, but it's 149 00:09:22,970 --> 00:09:26,870 really about that active collaboration across that organization, and it's 150 00:09:26,870 --> 00:09:31,670 about empowering the entire organization to have the right conversation 151 00:09:31,670 --> 00:09:36,679 with their customers. It's about knowing the customer, making it 152 00:09:36,679 --> 00:09:41,740 personal and relevant, and making that connection, making that memorable 153 00:09:41,740 --> 00:09:45,630 experience. Because if you can make it memorable with the 154 00:09:45,630 --> 00:09:49,010 right context and the right relevance, and that's across the 155 00:09:49,010 --> 00:09:53,030 whole entire customer journey, then that's going to be something 156 00:09:53,030 --> 00:09:56,400 that customers will remember, but also want to come back 157 00:09:56,740 --> 00:10:02,770 and advocate for you in the daily life. So that's 158 00:10:02,770 --> 00:10:09,530 the vision. Fantastic. Okay. Neil, get to you to, you're 159 00:10:09,730 --> 00:10:14,360 still muted, to respond and talk about your side of 160 00:10:14,360 --> 00:10:18,400 the vision stuff. Yeah, so our vision of making sure 161 00:10:18,400 --> 00:10:22,520 that people are always connected. And I think what Jeff 162 00:10:22,520 --> 00:10:27,870 said is really important about the empathy. Without video, without 163 00:10:27,870 --> 00:10:32,580 chatting, without phone and being able to provide the medium 164 00:10:32,580 --> 00:10:37,280 that people want to communicate through adds friction. And when 165 00:10:37,280 --> 00:10:39,110 you have friction, then people don't want to use it 166 00:10:39,150 --> 00:10:41,380 and they don't adopt it, and then you've wasted a 167 00:10:41,380 --> 00:10:44,880 bunch of money. So what we do to make sure 168 00:10:44,880 --> 00:10:47,860 that that's not an issue is besides just implementing a 169 00:10:47,860 --> 00:10:49,920 feature to get a checkbox and say, " We have a 170 00:10:49,920 --> 00:10:55,340 feature," is that we design the platform to remove all 171 00:10:55,340 --> 00:10:57,520 friction, to make it very easy to use. So have a 172 00:10:57,520 --> 00:11:00,870 world- class user experience, because we understand, and even though 173 00:11:00,870 --> 00:11:03,080 this sounds like a cliche now probably to a lot 174 00:11:03,080 --> 00:11:06,970 of people, that this whole consumerization of IT is real. 175 00:11:07,160 --> 00:11:09,710 We communicate in our daily lives through all of our 176 00:11:09,710 --> 00:11:12,760 favorite applications, whether it's a social media app like TikTok 177 00:11:13,040 --> 00:11:18,110 or chat, I'm sorry, or Snapchat, or Facebook, or whatever 178 00:11:18,110 --> 00:11:22,610 it is, that those experiences, that user experience is now 179 00:11:22,610 --> 00:11:27,500 expected on in the business app, IT app. So that's 180 00:11:27,809 --> 00:11:30,809 the kind of the aesthetic that we take, the approach 181 00:11:30,809 --> 00:11:33,440 we take when we design our features. And what we've 182 00:11:33,440 --> 00:11:36,280 seen is when you do that, then that increases adoption, 183 00:11:36,280 --> 00:11:39,970 increases stickiness, and then it really helps you be successful. 184 00:11:39,970 --> 00:11:42,870 And when you have a product like that, the IT's 185 00:11:42,870 --> 00:11:48,160 job becomes much simpler because the customer base, the user 186 00:11:48,160 --> 00:11:51,460 base wants to use it, training is much easier. And 187 00:11:51,460 --> 00:11:53,390 then it's easy to prove to your CIO, to your 188 00:11:53,390 --> 00:11:56,070 decision maker, et cetera, that the investment was worth it. 189 00:11:56,610 --> 00:11:59,160 So, our vision to bring all of these different modalities 190 00:11:59,160 --> 00:12:01,770 together, build it on a platform that's open so we 191 00:12:01,770 --> 00:12:05,340 can integrate and create a best of breed solution is really 192 00:12:05,340 --> 00:12:10,360 core to what we're doing at Zoom today. I love that. I love the 193 00:12:10,360 --> 00:12:12,820 comment about friction in there too. And the only way 194 00:12:12,820 --> 00:12:16,300 to really build these huge, scalable systems that people really 195 00:12:16,300 --> 00:12:18,920 want is you have to make it so much easier 196 00:12:18,920 --> 00:12:21,770 to do the right thing always. And that's hard. It 197 00:12:21,770 --> 00:12:26,140 takes a lot of extra work. Okay, so we're going to move forward 198 00:12:26,380 --> 00:12:29,920 and talk a little bit about Zoom Phone, because we've all heard 199 00:12:29,920 --> 00:12:32,690 of Zoom, but Zoom Phone is a term that maybe 200 00:12:32,690 --> 00:12:36,280 some people don't know yet. Yes, so Zoom Phone is 201 00:12:36,470 --> 00:12:39,360 a cloud phone system called PBX. It is designed to 202 00:12:39,360 --> 00:12:42,330 be a replacement to the old legacy boat anchors that 203 00:12:42,330 --> 00:12:45,420 you might have in a closet right now. Whatever that's 204 00:12:45,420 --> 00:12:49,040 your Avaya, Cisco, Mitel, ShoreTel, whatever tel, all going away soon 205 00:12:49,040 --> 00:12:52,760 tels. It is a PBX at the end of the 206 00:12:52,760 --> 00:12:55,340 day. And it's built on the Zoom platform. So this 207 00:12:55,340 --> 00:12:59,240 isn't a separate product that was designed in a silo 208 00:12:59,809 --> 00:13:03,070 on a different platform. This was designed and implemented on 209 00:13:03,070 --> 00:13:05,890 the Zoom Meeting platform. So as a modern phone system 210 00:13:05,890 --> 00:13:08,410 or as our cloud phone system, it has all of 211 00:13:08,410 --> 00:13:12,210 the traditional PBX features that you'd come to expect, transferred 212 00:13:12,340 --> 00:13:17,530 conference hold, auto attendance, basic call routing, the ability to 213 00:13:17,530 --> 00:13:20,380 port your existing phone numbers onto our platform if you'd 214 00:13:20,380 --> 00:13:23,980 like to use our native PSTN service, or we allow 215 00:13:23,980 --> 00:13:25,720 you to bring your own carrier to our platform as 216 00:13:25,720 --> 00:13:27,840 well if you want to keep your existing service providers. 217 00:13:28,070 --> 00:13:31,940 We support hybrid integration to your existing on- premise PBXs. 218 00:13:32,140 --> 00:13:34,590 So we don't go into a customer saying, " No, rip 219 00:13:34,590 --> 00:13:38,010 out that old Cisco call manager system and put Zoom 220 00:13:38,010 --> 00:13:40,780 everywhere." No, we understand can be a phased approach. You 221 00:13:40,780 --> 00:13:44,670 just don't cut overnight. So it is a phone system. 222 00:13:45,330 --> 00:13:47,559 Because it's built on the same platform, it's really easy 223 00:13:47,559 --> 00:13:50,370 to manage. If you've managed a Zoom account, a Zoom 224 00:13:50,370 --> 00:13:53,610 Meeting account, it's just another tab in our web portal. 225 00:13:54,420 --> 00:13:56,480 So when you go to provision a user, you provision 226 00:13:56,620 --> 00:13:59,929 their meeting, attributes, you provision their phone attributes. It's done 227 00:13:59,929 --> 00:14:02,390 in the same place. It's integrated into our reporting and 228 00:14:02,480 --> 00:14:05,890 dashboarding, et cetera. And the features are delivered to the 229 00:14:05,890 --> 00:14:09,580 same Zoom app that you already know. So when we're 230 00:14:09,580 --> 00:14:12,090 designing features, we want to make sure that all of 231 00:14:12,090 --> 00:14:17,440 the features that are implemented are not just desktop features, 232 00:14:17,580 --> 00:14:21,030 desk phone features, or mobile features. We have a very 233 00:14:21,030 --> 00:14:23,530 mobile first approach. We want to make sure that everything 234 00:14:23,530 --> 00:14:28,210 works on the mobile app with the same quality, same 235 00:14:28,210 --> 00:14:31,570 user experience that you can experience on the desktop. So 236 00:14:31,570 --> 00:14:34,050 we don't have any... We have feature parity across all 237 00:14:34,050 --> 00:14:37,010 of our end points. And it has to be delivered 238 00:14:37,010 --> 00:14:40,300 with high security and reliability. So making sure that we're 239 00:14:40,300 --> 00:14:45,380 implementing HD voice using adaptive rate codec like Opus, we 240 00:14:45,380 --> 00:14:47,700 have a lot of secret sauce on top that does 241 00:14:47,700 --> 00:14:51,970 audio processing to eliminate background noise, et cetera. So that's 242 00:14:51,970 --> 00:14:54,500 why Zoom calls generally sound better than a lot of 243 00:14:54,500 --> 00:14:58,880 our competitors. And we have a global footprint, which I 244 00:14:58,880 --> 00:15:03,820 believe we'll talk about a little bit later. Okay, great. 245 00:15:04,110 --> 00:15:09,770 Yeah, it's a difficult bridge creating this between the desk 246 00:15:09,770 --> 00:15:13,900 phones and everything else in the world. And I've seen it, experienced it. 247 00:15:14,920 --> 00:15:17,520 You guys have done amazing job. Yeah, and if I may 248 00:15:17,520 --> 00:15:20,670 add, when we first started Zoom, when Zoom was founded, 249 00:15:20,670 --> 00:15:23,960 when Eric started the company, it wasn't that we wanted 250 00:15:23,960 --> 00:15:25,950 to just be video only or we wanted to be 251 00:15:25,950 --> 00:15:28,370 a phone system. We were actually pulled into this by 252 00:15:28,370 --> 00:15:31,880 the market because the people were enjoying using Meeting so 253 00:15:31,880 --> 00:15:33,820 much. We're like, " Can we just get rid of the 254 00:15:33,820 --> 00:15:36,150 PBX and put everything on a meeting platform?" You already 255 00:15:36,150 --> 00:15:39,040 have all of the components. So that's what we did. 256 00:15:39,180 --> 00:15:41,420 And one of the side benefits, what I forgot to 257 00:15:41,420 --> 00:15:45,500 mention is, when I talked about all the modalities earlier 258 00:15:45,500 --> 00:15:49,670 of chat and voice and video, that we don't look 259 00:15:49,670 --> 00:15:54,010 at them as individual features, we want them to all 260 00:15:54,010 --> 00:15:56,990 blend together. So if I start with a chat interaction, 261 00:15:56,990 --> 00:16:00,270 I can escalate that chat into a phone call. And 262 00:16:00,270 --> 00:16:03,110 I can elevate that phone call into a meeting, without 263 00:16:03,110 --> 00:16:05,760 having people hang up. So if I'm working with a 264 00:16:05,760 --> 00:16:08,280 customer for example, and I'm on the phone, and I 265 00:16:08,280 --> 00:16:10,560 need to elevate that into a desktop share or I 266 00:16:10,560 --> 00:16:14,230 want to go to video, traditionally you say, " All right, 267 00:16:14,730 --> 00:16:17,790 let me send you an invite for this meeting bridge, 268 00:16:17,790 --> 00:16:19,680 and let's hang up and I'll meet you there." Right? And 269 00:16:19,960 --> 00:16:22,610 that usually adds five or 10 minutes to the conversation, 270 00:16:22,610 --> 00:16:26,510 it adds friction. With Zoom, if you're on that phone 271 00:16:26,510 --> 00:16:28,840 call, you can elevate right into a Zoom meeting and 272 00:16:28,840 --> 00:16:31,500 everybody's brought into it automatically, so you don't have to 273 00:16:31,500 --> 00:16:33,650 hang up and dial back in. And then if they 274 00:16:33,650 --> 00:16:36,680 want to use the app, then you can send an 275 00:16:36,680 --> 00:16:39,130 invite for them to open up the app, keep the 276 00:16:39,130 --> 00:16:42,720 voice stream wherever it started, and then have the app 277 00:16:42,720 --> 00:16:45,680 for all the desktop sharing. Anyway, sorry Randy, I just 278 00:16:45,680 --> 00:16:48,420 wanted to expand on that for a second. Oh no, I 279 00:16:48,420 --> 00:16:51,570 enjoyed it. Yeah, I think this is also indicative of 280 00:16:51,570 --> 00:16:55,370 why this is actually such a really good match between 281 00:16:55,370 --> 00:16:57,780 two different cloud companies, is because the way you guys 282 00:16:57,780 --> 00:17:01,390 are approaching the usability and the scaling, and being able 283 00:17:01,390 --> 00:17:04,750 to flip things from one mode to another seamlessly, is 284 00:17:04,750 --> 00:17:08,300 exactly what we're trying to do at Genesys. So, thank 285 00:17:08,300 --> 00:17:13,320 you. Okay, let's go to the next slide which is 286 00:17:13,320 --> 00:17:16,850 about... Okay. We're going to take all these pieces of 287 00:17:17,460 --> 00:17:19,810 Zoom and the functionality that they're adding, and we've got 288 00:17:19,810 --> 00:17:23,980 all this functionality that we've built on Genesys Cloud bringing 289 00:17:23,980 --> 00:17:28,910 this together, how does this help our customers do great 290 00:17:29,000 --> 00:17:35,340 customer experiences? Thanks Randy. It is at the end of 291 00:17:35,340 --> 00:17:39,300 the day about providing a great support and service to 292 00:17:39,300 --> 00:17:43,440 customers. But sometimes we think about the contact center, the 293 00:17:43,440 --> 00:17:48,330 front office, as being that first line of defense. But 294 00:17:49,250 --> 00:17:52,100 it takes a whole company to support and service customers. 295 00:17:52,640 --> 00:17:55,410 It's a real team effort across the company that provides 296 00:17:55,500 --> 00:17:59,130 a great customer experience at the end of the day, because the contact center 297 00:17:59,130 --> 00:18:05,440 is there to assist and help customers, but they're only 298 00:18:05,440 --> 00:18:08,200 as good as the rest of the organization. So what 299 00:18:08,200 --> 00:18:12,540 we see is when you empower your employees across the 300 00:18:12,540 --> 00:18:18,910 whole organization, they can then focus on the customer. So 301 00:18:18,910 --> 00:18:21,740 if we're giving the right amount of flexibility, the right 302 00:18:21,740 --> 00:18:25,410 amount of power and tools to allow that collaboration between 303 00:18:25,410 --> 00:18:28,830 the front office and the back office, that's just going to 304 00:18:28,830 --> 00:18:33,170 be a good outcome. So lower friction, lower frustration across 305 00:18:33,170 --> 00:18:36,810 that enterprise, at the end of the day it's about 306 00:18:36,810 --> 00:18:38,840 helping customers then and there and helping them in real 307 00:18:38,840 --> 00:18:42,990 time. So connect the front office with the back office, 308 00:18:43,280 --> 00:18:48,460 create some great collaboration, and with the focus in helping 309 00:18:48,460 --> 00:18:53,420 customers then and there. So the key ingredient's is it's a great CX 310 00:18:53,470 --> 00:18:58,609 through great collaboration. Okay. Neil, do you have any comments on 311 00:18:58,609 --> 00:19:01,440 that? On customer experience and how Zoom's going to affect that? 312 00:19:04,390 --> 00:19:09,609 You're on mute. You would think working for Zoom, I'd 313 00:19:09,609 --> 00:19:14,859 be so much better at that. Yeah. So at the 314 00:19:14,859 --> 00:19:17,670 end of the day it really is, it's eliminating all 315 00:19:17,670 --> 00:19:21,600 of the friction in the communication process. So when you 316 00:19:21,600 --> 00:19:24,690 eliminate the friction, then people are going to be more 317 00:19:24,690 --> 00:19:28,940 willing to engage, be more open in that engagement, and 318 00:19:29,160 --> 00:19:32,220 have a better satisfaction of that tool and the interaction 319 00:19:33,010 --> 00:19:37,050 between the customer and whoever's servicing the customer. All right. 320 00:19:38,570 --> 00:19:42,140 All right. So we're going to double down on this 321 00:19:42,640 --> 00:19:45,990 customer experience and collaboration topic. Let's explore that in a 322 00:19:45,990 --> 00:19:51,430 little bit more depth. Jeff, talk from this slide. We've 323 00:19:51,430 --> 00:19:54,300 got a lot more topics to delve into here. Sure. 324 00:19:54,560 --> 00:19:58,470 So let's bring that CX to life and that collaboration 325 00:19:58,470 --> 00:20:01,400 across the organization. How are we going to do that 326 00:20:01,890 --> 00:20:04,630 with what we're talking about today between Zoom and Genesys? 327 00:20:06,600 --> 00:20:12,109 It's really providing a simplified, unified, and more, I guess, 328 00:20:12,109 --> 00:20:16,210 integrated experience where you can focus on the outcome that 329 00:20:16,210 --> 00:20:19,790 you're trying to create, rather than what tools I have 330 00:20:19,790 --> 00:20:22,470 to use and what I have to tab through, or 331 00:20:22,470 --> 00:20:25,630 which applications I've got to go find to achieve as 332 00:20:25,630 --> 00:20:28,050 an outcome. And the way we're doing this with the 333 00:20:28,050 --> 00:20:31,780 integration that we've done between Zoom and Genesys, is a 334 00:20:31,780 --> 00:20:36,500 unified directory. And what this means is, as a Genesys 335 00:20:36,500 --> 00:20:40,950 Cloud user in the front office, they will now be 336 00:20:40,950 --> 00:20:43,280 able to see the whole enterprise, whoever it might be 337 00:20:43,280 --> 00:20:47,190 in the contact center, but also now across everyone that's 338 00:20:47,190 --> 00:20:51,180 using Zoom phone across the organization. So that means complete 339 00:20:51,180 --> 00:20:55,160 visibility of everyone in the enterprise. And then on top 340 00:20:55,160 --> 00:20:58,460 of that, we add presence. So knowing who in the 341 00:20:58,460 --> 00:21:01,480 enterprise is available to help then and there. When I've got 342 00:21:01,560 --> 00:21:04,500 the customer on the line, I need assistance. I want 343 00:21:04,500 --> 00:21:06,790 to be able to talk to a subject matter expert, or at 344 00:21:06,790 --> 00:21:10,460 least somehow try and get to the right person with 345 00:21:10,460 --> 00:21:13,840 the right information to assist me to assist the customer, 346 00:21:14,100 --> 00:21:18,310 or even bring that subject matter expert into the conversation 347 00:21:18,310 --> 00:21:21,990 with the customer. So through being able to see and 348 00:21:21,990 --> 00:21:27,530 search across the enterprise from all the Zoom phone users 349 00:21:27,530 --> 00:21:30,290 as well as Genesys Cloud users, by knowing when and 350 00:21:30,290 --> 00:21:33,840 where that they're available to help me then at that 351 00:21:33,840 --> 00:21:36,869 point in time. At the same time, when we're doing 352 00:21:36,869 --> 00:21:41,869 all those interactions and call transfers, it's on net. So 353 00:21:41,869 --> 00:21:47,369 that means we've integrated Zoom phone with Genesys Cloud, with 354 00:21:47,420 --> 00:21:51,670 secure connections, which provides complete on net callings. That means 355 00:21:51,670 --> 00:21:54,450 you don't have to go off onto the PSTN and 356 00:21:54,450 --> 00:21:58,310 also incur extra charges, because you're one enterprise. You should 357 00:21:58,359 --> 00:22:01,980 be able to have one logical network with one logical 358 00:22:02,100 --> 00:22:06,160 ability to be able to transfer calls across systems seamlessly. 359 00:22:06,619 --> 00:22:11,740 Again, removing that friction, as we've started talking about. On 360 00:22:11,740 --> 00:22:14,609 top of that, in today's world, you need to be able 361 00:22:14,609 --> 00:22:19,480 to do it from anywhere globally, and this is more 362 00:22:19,480 --> 00:22:23,930 important than ever. And in this global world today, being 363 00:22:23,930 --> 00:22:28,470 able to work from anywhere, collaborate from anywhere in a 364 00:22:28,470 --> 00:22:34,790 seamless experience, is key. And Genesys and Zoom are global 365 00:22:34,790 --> 00:22:38,160 solutions, which we'll talk about in a moment. But we've 366 00:22:38,160 --> 00:22:41,930 gone back to... The big shift that we've seen is that 367 00:22:41,930 --> 00:22:47,000 video first experience as well. And leveraging and taking advantage 368 00:22:47,000 --> 00:22:52,619 of Zoom's incredible video first communications platform, we're also able 369 00:22:52,619 --> 00:22:58,340 to bring Zoom's video screen sharing and recording as well. 370 00:22:58,760 --> 00:23:02,270 So you'll be able to then, again, bring that collaboration 371 00:23:02,450 --> 00:23:07,010 using Zoom's features around screen sharing and recording. And it 372 00:23:07,010 --> 00:23:10,010 goes without saying that this all runs within a secure 373 00:23:10,010 --> 00:23:14,109 environment. So that's a little bit of a, I guess, 374 00:23:14,109 --> 00:23:17,260 insight, Randy there, but when you bring these pieces together, 375 00:23:17,720 --> 00:23:23,200 it's again, taking that friction out and letting our people, 376 00:23:23,200 --> 00:23:27,560 our employees in that organization, collaborate, but more importantly, focus 377 00:23:27,560 --> 00:23:30,980 on the problem at hand or the service that needs 378 00:23:30,980 --> 00:23:33,619 to be addressed, rather than the tools or the technology. 379 00:23:35,800 --> 00:23:40,630 Okay. So how is the availability looking like on this? 380 00:23:41,450 --> 00:23:45,270 Yeah. So actually, not a lot of people know this, 381 00:23:45,270 --> 00:23:49,460 I'm going to let everyone know. But Genesys Cloud and 382 00:23:49,460 --> 00:23:53,250 Zoom Phone has actually... We've had integration with our on 383 00:23:53,250 --> 00:23:56,100 net calling especially, for actually a number of months now 384 00:23:56,100 --> 00:24:00,900 since last year. We've built that telephony sip connection. We've 385 00:24:00,900 --> 00:24:02,760 actually got a few customers using it today, which we'll 386 00:24:02,760 --> 00:24:07,080 talk about in a little while. But really true Collective 387 00:24:07,920 --> 00:24:12,100 cloud APIs, this is kind of the next natural step and 388 00:24:12,430 --> 00:24:15,820 the new release that we're talking about today with these 389 00:24:15,820 --> 00:24:19,730 capabilities like unified directory, and presence, and the likes will 390 00:24:19,730 --> 00:24:23,359 be available next month in July. So we're super excited 391 00:24:23,359 --> 00:24:26,990 to see how we can bring our customers together to 392 00:24:26,990 --> 00:24:31,560 collaborate better and to provide great customer experience. Great. Thank 393 00:24:31,560 --> 00:24:36,560 you. All right. So we've mentioned Global multiple times. Maybe 394 00:24:36,609 --> 00:24:39,740 we should have started with this, but it was actually 395 00:24:39,740 --> 00:24:44,619 a huge challenge for our Genesys Cloud customers that are 396 00:24:45,340 --> 00:24:48,700 global, is that there's so many different ways of doing 397 00:24:48,700 --> 00:24:53,420 phone termination in so many different countries. We have a 398 00:24:53,420 --> 00:24:59,680 rock solid network of AWS regions that were operating on 399 00:25:00,119 --> 00:25:03,540 Genesys cloud in. And whenever you're on net, everything is 400 00:25:05,020 --> 00:25:08,780 just straight data. So this is what it looks like. 401 00:25:08,840 --> 00:25:11,140 Jeff, can you go into a little bit more detail about that 402 00:25:11,140 --> 00:25:14,800 platform? Yeah sure, thanks Randy. Look, Genesys cloud is a 403 00:25:14,800 --> 00:25:19,230 Global cloud platform, just like Zoom and Zoom Phone, our 404 00:25:19,230 --> 00:25:24,730 Global platform, our Global Pops which I'll go through in 405 00:25:24,730 --> 00:25:29,330 a moment, all operate and inter operate with Zoom and 406 00:25:29,330 --> 00:25:32,980 Zoom Phone's Global Pops. Actually, this is actually going to 407 00:25:32,980 --> 00:25:36,970 be all configurable by the customer or at the time 408 00:25:36,970 --> 00:25:39,950 it's set up where you can actually choose which Genesys 409 00:25:40,390 --> 00:25:42,359 cloud region you want to operate. But at the same 410 00:25:42,359 --> 00:25:45,990 time, you can also choose which Zoom Phone region you'll 411 00:25:45,990 --> 00:25:47,560 be able to operate with as well. So you'll have 412 00:25:47,560 --> 00:25:51,850 full control over which regions due to local regulatory requirements 413 00:25:52,190 --> 00:25:56,369 at the time of the implementation. But at a global 414 00:25:56,369 --> 00:25:59,180 region, we have nine regions. We have two in the 415 00:25:59,180 --> 00:26:03,810 US, US East and US West. We've got Canada, Ireland, 416 00:26:04,410 --> 00:26:10,030 the UK and Frankfurt in Germany and originally South Korea. 417 00:26:10,190 --> 00:26:13,119 And we've also got Japan and Australia. But on top 418 00:26:13,119 --> 00:26:15,500 of that, it's not just about that footprint. It's also 419 00:26:15,500 --> 00:26:19,450 about language support. We support 18 languages through our user 420 00:26:19,450 --> 00:26:21,920 interface, and we even have a whole lot more than 421 00:26:21,920 --> 00:26:24,560 those 18 languages for our I- V- R and voice 422 00:26:24,560 --> 00:26:29,070 services as well, because it's really, we, we now live 423 00:26:29,070 --> 00:26:34,140 in a global community and more, I guess more importantly, 424 00:26:34,140 --> 00:26:37,730 we live in a growing virtual, global community as well. 425 00:26:38,970 --> 00:26:42,820 It's important to know that you can operate virtually anywhere and 426 00:26:42,869 --> 00:26:47,430 globally. And, we support thousands of customers today, actually I've 427 00:26:47,530 --> 00:26:51,619 across 60 countries, Pang Southern the, the largest contact centers. 428 00:26:52,140 --> 00:26:54,540 we even have some contact centers that were powering over 429 00:26:54,540 --> 00:26:58,650 25,000 agents in that context center. So, this is scale 430 00:26:59,030 --> 00:27:01,970 on a, on a global level, but really excited that 431 00:27:02,000 --> 00:27:05,630 we're bringing this global platform global network. That's powering all 432 00:27:05,630 --> 00:27:08,830 these interactions for our customers. And now we're going to 433 00:27:08,830 --> 00:27:11,730 extend that with this great VR first experience powered by 434 00:27:11,730 --> 00:27:15,750 Zoom. So Neil, maybe you can tell us about, the zoom 435 00:27:15,750 --> 00:27:21,960 phone, global story. All right. Yeah. That Zoom Global picture. 436 00:27:22,480 --> 00:27:28,410 Yeah. We have a pretty extensive global footprint. We currently 437 00:27:28,410 --> 00:27:32,510 have data centers in 18 countries around the world. These 438 00:27:32,510 --> 00:27:35,670 are all active, active, fully redundant data centers. So one 439 00:27:35,670 --> 00:27:39,150 outage in a specific region, doesn't take down our customer 440 00:27:39,150 --> 00:27:42,270 base by any stretch of the meetings. And these are 441 00:27:42,270 --> 00:27:46,640 man by zoom employees. So these are, we, we have 442 00:27:46,640 --> 00:27:49,390 a mix of running our own data centers, which is 443 00:27:49,390 --> 00:27:51,780 what I'm showing here. Then we also take advantage of 444 00:27:51,780 --> 00:27:55,640 a lot of public cloud services from AWS, Google, Microsoft, 445 00:27:55,640 --> 00:27:57,830 Azure, etc. So we want to make sure that we 446 00:27:57,830 --> 00:28:00,380 have a fully redundant and that we're using the best 447 00:28:00,380 --> 00:28:03,859 technology available to provide the highest quality of service for 448 00:28:03,859 --> 00:28:07,119 our customers. From a zoom phone perspective, when it comes 449 00:28:07,119 --> 00:28:12,300 to PSTN access today, we have native PSTN support in 450 00:28:12,330 --> 00:28:15,780 18 different countries. You can visit our website for our list 451 00:28:15,780 --> 00:28:18,490 of all of those countries. We have an additional 25 452 00:28:18,490 --> 00:28:20,810 countries where we can provide PST and access and phone 453 00:28:20,810 --> 00:28:23,800 numbers currently in beta. And we expect those to come 454 00:28:23,800 --> 00:28:26,200 out of beta the summer, which will give us about 455 00:28:26,210 --> 00:28:30,740 47 countries where we can provide a full, complete PSTN 456 00:28:31,060 --> 00:28:37,090 PBX replacement. We are also offering, BYOC bring your own 457 00:28:37,090 --> 00:28:40,310 carrier. So if you have a requirement outside of the 458 00:28:40,330 --> 00:28:44,840 47 countries that we're in today, then you can bring 459 00:28:44,840 --> 00:28:47,860 the sip trunk from that, from that local service provider, 460 00:28:47,860 --> 00:28:50,550 right into the zoom cloud, and then light up the 461 00:28:50,550 --> 00:28:53,410 surface that way. So we're, we're very, very flexible. And 462 00:28:53,420 --> 00:28:57,370 of course our goal is to provide complete global coverage 463 00:28:58,200 --> 00:29:01,180 everywhere. And so we're, we're marching really fast to make 464 00:29:01,180 --> 00:29:08,330 sure that that happens. Okay. All right. So I know 465 00:29:08,330 --> 00:29:11,440 that Neil, you wanted to take a moment to just 466 00:29:11,440 --> 00:29:15,510 talk about security. Yeah. Security as a topic that comes 467 00:29:15,510 --> 00:29:19,550 up every day at Zoom, it is incredibly important to 468 00:29:19,550 --> 00:29:23,440 us with so many people relying on us and, and 469 00:29:23,440 --> 00:29:27,120 business to continue working as well as in their personal 470 00:29:27,120 --> 00:29:29,700 lives, taking that yoga class, like in that music lesson, 471 00:29:30,040 --> 00:29:32,390 having those happy hours that we want to make sure 472 00:29:32,390 --> 00:29:37,580 that your information is completely protected. So we recently migrated 473 00:29:37,580 --> 00:29:42,270 in Twitter, 56 bit AGC or a yeah. GCM encryption, 474 00:29:43,290 --> 00:29:47,450 apologize for butchering the acronym. And we also make sure 475 00:29:47,450 --> 00:29:49,640 every zoom phone call is encrypted as well. So we 476 00:29:49,640 --> 00:29:57,130 use SFTP encryption, we used 256 BAS authentic TLS authentication. 477 00:29:57,130 --> 00:30:00,210 So everything is secured and don't just take our word 478 00:30:00,210 --> 00:30:02,600 for it. We also have certifications by some of the 479 00:30:02,600 --> 00:30:07,550 top security and privacy groups in the world. So we 480 00:30:07,550 --> 00:30:11,360 are GDPR. We it's all been verified through Trust Arc. 481 00:30:11,860 --> 00:30:16,320 We have in the United States, we are FedRAMP moderate 482 00:30:16,320 --> 00:30:19,040 for the entire platform. So for zoom meetings and now 483 00:30:19,040 --> 00:30:24,060 zoom phone, which means that the, the department where the 484 00:30:24,060 --> 00:30:29,990 federal agencies like DISA etc, can use us in there. 485 00:30:29,990 --> 00:30:33,680 So if we've been vetted and, and, and authorized by 486 00:30:33,680 --> 00:30:36,700 the federal government, you can be assured that the platform 487 00:30:36,710 --> 00:30:40,040 is secure. We also, in the newest version of our 488 00:30:40,040 --> 00:30:44,360 application in zoom 5.0, we allow you to opt in 489 00:30:44,360 --> 00:30:47,930 and opt out of specific geo. So that, we do 490 00:30:47,930 --> 00:30:51,120 automatic geo based routing of all of our calls and 491 00:30:51,120 --> 00:30:54,810 all of our meetings. And if you are in a 492 00:30:54,810 --> 00:30:57,970 meeting and you want to make sure that those calls 493 00:30:57,970 --> 00:31:00,190 don't, for some reason, get routed outside of the country, 494 00:31:00,190 --> 00:31:03,920 that you're currently in, you can actually choose, the user 495 00:31:03,920 --> 00:31:06,820 can choose. The admin can choose which data centers are 496 00:31:06,820 --> 00:31:09,450 routed through which geos they route through, or they want 497 00:31:09,450 --> 00:31:12,390 to opt out of. So not only are we providing 498 00:31:12,390 --> 00:31:15,880 all these great security on top, that we are allowing 499 00:31:15,880 --> 00:31:18,310 users to choose which data centers they route through, which 500 00:31:18,310 --> 00:31:21,990 is something none of our competitors do. So we're really 501 00:31:21,990 --> 00:31:24,220 taking it to the next level. It's, it's very important. 502 00:31:24,500 --> 00:31:27,560 And I don't even know what to say is just, 503 00:31:28,250 --> 00:31:30,030 I think it speaks for itself, but if there are 504 00:31:30,030 --> 00:31:32,970 questions, of course, reach out to us. We have a 505 00:31:32,970 --> 00:31:34,920 whole bunch of landing pages on the zoom website that 506 00:31:34,920 --> 00:31:37,750 goes into more depth on this, and you would ever 507 00:31:37,750 --> 00:31:43,250 want to go into, Yeah, we have a full set, 508 00:31:43,300 --> 00:31:45,720 a full set of acronyms on our site too. So 509 00:31:46,050 --> 00:31:50,210 yeah, Yeah. We love our acronyms. It's an ongoing effort. Security. It never stops 510 00:31:50,430 --> 00:31:53,210 it's you have to always be working on that. Okay. 511 00:31:53,210 --> 00:31:58,570 Let's look at, we mentioned that we have some, we 512 00:31:58,570 --> 00:32:01,620 want to talk a little bit about this. Yeah. No, 513 00:32:01,620 --> 00:32:09,160 thanks Randy. We've had some customers already using that integration 514 00:32:09,160 --> 00:32:11,860 that I mentioned, that we've had available now for a 515 00:32:11,860 --> 00:32:15,520 few months. I'd like to maybe just walk through some 516 00:32:15,520 --> 00:32:20,510 of those. Our telephone integration has been in place between 517 00:32:20,510 --> 00:32:24,210 Genesys Cloud and Zoom Phone. Actually, if you go to Zoom 518 00:32:24,210 --> 00:32:28,080 Phone today, you can actually click and see Genesys Cloud 519 00:32:29,130 --> 00:32:34,570 and connect to that as a telephone integration. That's available 520 00:32:34,570 --> 00:32:39,730 today and Sentinel benefits and the financial group. They've actually 521 00:32:39,730 --> 00:32:42,530 been using it for a number of months and they've seen the 522 00:32:42,530 --> 00:32:46,640 real benefits of really connecting that front office with the 523 00:32:46,640 --> 00:32:49,850 back office. Really connecting the contact center with the rest 524 00:32:49,850 --> 00:32:53,610 of their organization. Remember, it's all about the whole company 525 00:32:53,760 --> 00:32:57,690 that needs to help customers. They've really seen those benefits 526 00:32:57,710 --> 00:33:00,920 of being able to have that on their calling, the 527 00:33:00,920 --> 00:33:03,010 ability to be able to transfer calls back and forth 528 00:33:04,620 --> 00:33:09,080 securely, quickly, and easily between Genesys Cloud and Zoom Phone. 529 00:33:10,570 --> 00:33:12,240 They can see that they're going to be able to 530 00:33:12,240 --> 00:33:16,570 resolve things faster, quicker, and just provide a better customer 531 00:33:17,000 --> 00:33:22,850 experience. We've also got Company Nurse. They've been an existing 532 00:33:23,150 --> 00:33:27,010 Genesys Cloud customer for some time and also a Zoom 533 00:33:27,010 --> 00:33:32,390 customer. Now, they've called out and identified what they see 534 00:33:32,390 --> 00:33:36,710 is the advantages where if they can bring that video 535 00:33:36,710 --> 00:33:40,330 first experience through video meetings and add that to the 536 00:33:40,330 --> 00:33:45,570 communications, they'll be able to collaborate better together and really 537 00:33:45,570 --> 00:33:50,010 help their employees help them with their customers at that 538 00:33:50,010 --> 00:33:55,580 time of need. Because really, they're doing triage at that 539 00:33:55,580 --> 00:33:58,510 moment of truth that we talked about before, where people 540 00:33:58,510 --> 00:34:00,960 really need to help them. By adding video, that video 541 00:34:00,960 --> 00:34:03,490 experience is going to make it a whole lot better 542 00:34:03,490 --> 00:34:06,070 for what they do, which is pretty important for a 543 00:34:06,070 --> 00:34:10,390 lot of companies. Look, we're really excited to see how 544 00:34:10,670 --> 00:34:17,410 customers are starting to use capabilities between Genesys Cloud and 545 00:34:17,410 --> 00:34:21,590 Zoom and Zoom Phone, but I'm even more excited by 546 00:34:21,590 --> 00:34:23,750 what the new capabilities that we're going to be able 547 00:34:23,750 --> 00:34:27,300 to deliver and we're just getting started on this journey. 548 00:34:28,460 --> 00:34:35,110 Perfect. Okay. We've talked about friction. We've talked about usability. 549 00:34:35,270 --> 00:34:37,880 Let's take a look at what does this look like? 550 00:34:39,130 --> 00:34:42,080 Jeff, do you want to take us through a demo 551 00:34:42,080 --> 00:34:45,900 here? Yeah. I sure will. Let me just take control here. 552 00:34:47,280 --> 00:34:50,739 Okay. Let me just set this up before we get 553 00:34:51,000 --> 00:34:56,830 started. In this walkthrough of the demo, we have a 554 00:34:56,830 --> 00:35:01,300 customer that is utilizing Genesys Cloud and Zoom Phone for 555 00:35:01,300 --> 00:35:04,719 their cloud PBX. We're going to walk through that experience 556 00:35:04,719 --> 00:35:13,460 very quickly. Okay. Control. There we go. Okay. Here we go. 557 00:35:13,460 --> 00:35:18,850 All right. We've got an organization called G Bank and 558 00:35:18,850 --> 00:35:21,760 I'd like you to meet Trey. He's working in the 559 00:35:21,760 --> 00:35:24,890 front office and they're using Genesys Cloud for their front 560 00:35:24,890 --> 00:35:27,530 office here and how are they're going to interact with customers. But as 561 00:35:27,530 --> 00:35:31,750 I mentioned, G Bank uses Zoom Phone as their enterprise 562 00:35:31,750 --> 00:35:36,670 cloud communications system. That front office, that back office, it's 563 00:35:36,670 --> 00:35:39,050 about how we bring them together. We're going to explore 564 00:35:39,570 --> 00:35:44,570 that story here. Okay. First of all, this is the 565 00:35:44,719 --> 00:35:49,710 Genesys Cloud desktop and Trey is one of our customer 566 00:35:49,770 --> 00:35:54,690 service representatives. He's logging into the G Bank queue. You can 567 00:35:54,690 --> 00:35:56,489 see he's going to go on queue there and he 568 00:35:56,489 --> 00:35:59,180 clicks on queue and he can start receiving incoming calls 569 00:35:59,180 --> 00:36:04,170 from customers. As you'd be very surprised, he has a call 570 00:36:04,170 --> 00:36:08,830 that comes in and Lindsay, who's a customer of G 571 00:36:08,830 --> 00:36:13,670 Bank, she rings up. She's wanting more information about a 572 00:36:13,670 --> 00:36:15,420 mortgage on a new vacation home. Trey answers that call. 573 00:36:17,510 --> 00:36:29,150 Okay. Trey is now talking to Lindsay and he's learning 574 00:36:29,150 --> 00:36:34,010 more about what Lindsay wants and actually doesn't have all 575 00:36:34,010 --> 00:36:38,070 the answers to Lindsay's questions. He needs to find someone 576 00:36:38,070 --> 00:36:42,850 in the mortgage department to help Lindsay. Again, he needs 577 00:36:42,980 --> 00:36:45,320 a subject matter expert in the back office, in the 578 00:36:45,320 --> 00:36:49,370 enterprise, to help solve that customer request then and there, 579 00:36:49,370 --> 00:36:54,570 that moment of truth. He asked Lindsay to hold while 580 00:36:54,560 --> 00:36:58,219 he goes to find someone that can help with all 581 00:36:58,219 --> 00:37:05,410 the answers. What Trey does, you can see here, he 582 00:37:05,730 --> 00:37:09,370 looks to do a transfer and he types in'mortgage department,' 583 00:37:09,430 --> 00:37:11,930 which you can see on the screen here. You can 584 00:37:11,930 --> 00:37:16,040 see now by him typing in'mortgage department,' he's brought up 585 00:37:16,080 --> 00:37:19,270 who's available in the mortgage department. We have Chris here 586 00:37:19,270 --> 00:37:22,770 and you can see the little Zoom Phone icon there. 587 00:37:23,980 --> 00:37:27,219 Chris is a Zoom Phone user. This is a real 588 00:37:27,219 --> 00:37:31,620 time presence. Chris is in the mortgage department through that 589 00:37:31,620 --> 00:37:39,700 unified directory we were talking about and importantly, it's green 590 00:37:39,840 --> 00:37:44,219 with our presence showing Chris is available, even though he's 591 00:37:44,219 --> 00:37:50,510 on Zoom Phone. What Chris does is keeps the call 592 00:37:50,510 --> 00:37:57,480 going and places a call to Chris, through his agent 593 00:37:57,480 --> 00:38:01,930 desktop, through Genesys Cloud. Chris, who's on Zoom Phone, through 594 00:38:01,930 --> 00:38:08,950 that unified experience, Chris's phone, Zoom Phone desktop starts ringing. 595 00:38:09,150 --> 00:38:12,860 He can see it's actually from the contact center within 596 00:38:12,860 --> 00:38:18,000 G Bank. He gets that call, knows it's from the 597 00:38:18,000 --> 00:38:22,840 contact center, and starts to speak to Chris about the 598 00:38:23,300 --> 00:38:28,210 query. He mentions that he's got Lindsay on the line, 599 00:38:28,210 --> 00:38:31,600 who's got some questions about this mortgage. What he's going 600 00:38:31,600 --> 00:38:37,670 to do is, he basically... Whoops, sorry. Too many steps. 601 00:38:37,670 --> 00:38:40,590 He basically says, " Chris, can you take the call with 602 00:38:40,590 --> 00:38:44,430 Lindsay?" Chris is very happy to speak to Lindsay and 603 00:38:44,430 --> 00:38:48,190 help her with her mortgage questions. He transfers the call 604 00:38:48,980 --> 00:38:52,670 over to Chris and gets on with helping other customers. 605 00:38:54,989 --> 00:38:57,820 The outcome here was that Trey didn't have to worry 606 00:38:57,820 --> 00:39:02,520 about using another interface, one desktop application, and more importantly, 607 00:39:02,520 --> 00:39:09,160 could collaborate and provide that, what we call 'warm transfer,' 608 00:39:09,440 --> 00:39:12,180 where he could actually speak to Chris, make sure he's 609 00:39:12,180 --> 00:39:15,810 available, make sure more importantly that he's able to help 610 00:39:15,810 --> 00:39:18,420 Lindsay then and there and then connect her to, and 611 00:39:18,420 --> 00:39:20,739 then drop off the call. That's providing that end-to- end 612 00:39:20,739 --> 00:39:24,270 experience between that front office and that back office, collaborating 613 00:39:24,270 --> 00:39:27,620 together without having to worry about what application I'm using 614 00:39:27,620 --> 00:39:35,170 as a native experience. Let's go to the second demo 615 00:39:35,170 --> 00:39:39,230 here. This time we've got I guess, G Bank is 616 00:39:39,710 --> 00:39:44,040 the example customer again. This time, they're using Genesys Cloud 617 00:39:44,660 --> 00:39:49,620 and they use Zoom Meetings for collaboration. We'll take a 618 00:39:49,620 --> 00:39:54,780 slightly different way of this story. Okay. We've got Trey 619 00:39:54,780 --> 00:39:59,830 again. Now, Trey has his Zoom Meetings fully integrated into 620 00:39:59,830 --> 00:40:01,900 the Genesys Cloud desktop. So, you can see he's got 621 00:40:02,150 --> 00:40:08,440 a Zoom meetings platform net. So, he's already fully authenticated 622 00:40:08,500 --> 00:40:12,190 and secure into his Genesys Cloud desktop. So he doesn't 623 00:40:12,190 --> 00:40:15,260 have to think about where the best starting up Zoom 624 00:40:15,260 --> 00:40:19,480 meeting separately. It's already contained within his environment as that 625 00:40:19,480 --> 00:40:23,390 single experience, that unified single experience. So again, in this 626 00:40:23,390 --> 00:40:26,830 situation, he goes back on queue ready to take calls 627 00:40:27,410 --> 00:40:32,460 and yes, we've got Lindsey calling again, similar story. But 628 00:40:32,460 --> 00:40:36,780 in this case, Lindsey is looking for information say on 629 00:40:36,989 --> 00:40:42,690 Gbank's website about a mortgage. So, specific information in this 630 00:40:42,690 --> 00:40:45,780 case. So, what Trey does says, " Yeah, look, let me 631 00:40:46,030 --> 00:40:51,070 help you here." And so Trey puts Lindsey on hold 632 00:40:51,300 --> 00:40:53,910 and he's going to go in again, talk to someone 633 00:40:54,030 --> 00:40:56,640 in the back office that subject matter expert. Yes, you're 634 00:40:56,640 --> 00:40:58,400 probably right. It's going to be Chris again. But what 635 00:41:00,550 --> 00:41:03,270 he does this time, because in this situation, they're not 636 00:41:03,270 --> 00:41:07,610 running the Zoom Phone, but he can see through the 637 00:41:07,610 --> 00:41:11,170 directory here that Chris is available in this case, but 638 00:41:11,170 --> 00:41:14,760 more importantly, he's available and online and what he wants 639 00:41:14,760 --> 00:41:19,300 to do. He actually starts a chat session with Chris 640 00:41:19,489 --> 00:41:23,750 through Genesys Cloud. And through that chat session, he kind 641 00:41:23,750 --> 00:41:25,980 of, if we just click here, " Chris, are you available 642 00:41:25,980 --> 00:41:29,719 to have a quick chat? I need some help short 643 00:41:29,719 --> 00:41:33,570 let's jump on a zoom." So all Trey has to 644 00:41:33,570 --> 00:41:36,680 do from his desktop is click Zoom Meetings. Let's start 645 00:41:36,680 --> 00:41:40,290 a Zoom Meeting, what a great unified experience that is. 646 00:41:40,530 --> 00:41:45,460 So, he clicks the Zoom Meeting link there, and that 647 00:41:46,300 --> 00:41:48,870 creates a Zoom Meeting then and there in the Genesys 648 00:41:48,880 --> 00:41:55,700 Cloud desktop, like you can see here. So, Genesys Cloud 649 00:41:55,760 --> 00:41:59,950 and Zoom Meetings embedded in the single experience. I don't 650 00:42:00,070 --> 00:42:04,210 have to worry about different applications, it's one single unified 651 00:42:04,210 --> 00:42:08,239 tune. So again, Trey and Chris can focus on how 652 00:42:08,239 --> 00:42:12,780 they're going to help this customer. So, Chris quickly explains 653 00:42:12,780 --> 00:42:19,460 where through Zooms screen sharing and shows exactly where the 654 00:42:19,460 --> 00:42:22,810 information is on the Gbank website, so he can help 655 00:42:23,120 --> 00:42:27,570 Lindsey with this query. So, Chris has been able to help, 656 00:42:27,620 --> 00:42:29,950 they've been able to collaborate in real time, that real- 657 00:42:29,950 --> 00:42:33,530 time resolution that we spoke about before. And with that, 658 00:42:34,320 --> 00:42:37,050 Trey goes back to Lindsey to say, " Yeah, let me 659 00:42:37,050 --> 00:42:39,800 help you. It's on the website." But Lindsey says, in 660 00:42:39,800 --> 00:42:42,410 this case, " I'm actually not in front of my computer. 661 00:42:42,630 --> 00:42:48,070 Could you send me a link through an SMS so 662 00:42:48,070 --> 00:42:50,250 I can look at it on my phone later." So 663 00:42:50,250 --> 00:42:53,940 he says" Sure." So, Trey sends an SMS with that 664 00:42:53,940 --> 00:42:59,440 link, that URL to Lindsey on her phone. And Lindsey's 665 00:42:59,440 --> 00:43:02,870 got the information she needs. And again, that front office 666 00:43:02,870 --> 00:43:07,260 and that back office through communication and collaboration, not into 667 00:43:07,260 --> 00:43:10,489 worrying about the technology, but worrying about what the customer outcome 668 00:43:10,489 --> 00:43:15,040 is, helping resolve that. So that's a little bit of 669 00:43:17,660 --> 00:43:19,830 an example, a bit of a sneak peek there on 670 00:43:19,830 --> 00:43:23,860 how Genesys Cloud with Zoom Phone can provide that video 671 00:43:23,860 --> 00:43:27,960 first communication and collaboration experience. So again, across the whole 672 00:43:27,960 --> 00:43:32,830 enterprise or alternatively being able to use Zoom Meetings to 673 00:43:32,830 --> 00:43:35,230 spin up and drive into the, if a customer is 674 00:43:35,230 --> 00:43:38,250 using Zoom Meetings as a key part of the collaboration, 675 00:43:38,480 --> 00:43:41,020 we can integrate with Zoom Meetings as well and provide 676 00:43:41,020 --> 00:43:46,370 that single unified experience, that'd be Randy. All right. So 677 00:43:46,370 --> 00:43:48,850 as we can tell from the slide Q& A is 678 00:43:48,850 --> 00:43:52,870 coming up next. We've got, we're sure you guys have a lot of 679 00:43:52,870 --> 00:43:55,030 questions. I see the number is getting bigger under the 680 00:43:55,030 --> 00:43:58,560 Q& A tab here in Zoom. So to give you 681 00:43:58,560 --> 00:44:01,469 guys a little bit more time, if you have additional 682 00:44:01,469 --> 00:44:03,390 questions you want to write and to give us time 683 00:44:03,610 --> 00:44:05,780 to go look at the questions that are already there, 684 00:44:05,960 --> 00:44:09,270 let's do a poll. And so if Josh can put 685 00:44:09,270 --> 00:44:13,440 the poll up. Awesome. Okay. So you guys take a 686 00:44:13,440 --> 00:44:16,489 look at the poll, give us some more feedback on 687 00:44:16,489 --> 00:44:21,200 how you're using these different collaborations systems. And we're going 688 00:44:21,200 --> 00:44:25,969 to go look at the Q& A. And that's just 689 00:44:25,969 --> 00:44:29,250 as a friendly reminder to everybody as you're throwing questions 690 00:44:29,250 --> 00:44:32,480 into the Q& A window, we have about 15- ish 691 00:44:32,480 --> 00:44:36,080 minutes left on today's session. So don't fret if we 692 00:44:36,080 --> 00:44:38,440 don't make it to your question live, we will follow 693 00:44:38,440 --> 00:44:40,600 up with you via email within the next few business 694 00:44:40,600 --> 00:44:44,100 days. And as we're about to close out the poll 695 00:44:44,100 --> 00:44:46,730 here, just go ahead and remember to use the Q& 696 00:44:46,730 --> 00:44:48,820 A window and not the chat window, just so that 697 00:44:48,820 --> 00:45:16,110 we don't miss your questions moving forward. All right. Time 698 00:45:16,110 --> 00:45:19,910 goes so fast when you're on this side. It's And 699 00:45:24,290 --> 00:45:26,560 just let me know, Randy, when you want to see those results. 700 00:45:26,710 --> 00:45:30,570 Yeah. Tell me when you want to throw that. Yep. 701 00:45:30,570 --> 00:45:34,350 I'll go ahead and throw them up now. So you 702 00:45:34,350 --> 00:45:37,420 should see them on your screen. All right. Neil is 703 00:45:37,489 --> 00:45:41,969 smiling at this point. Yeah. And you've got some opportunities. 704 00:45:41,969 --> 00:45:46,330 Look at those other companies that are using... It's a big 705 00:45:46,330 --> 00:45:50,070 market. It's a big market. It is! It's room for 706 00:45:50,070 --> 00:45:59,540 everybody. Lots of solutions out there. Yep. All right. So, 707 00:45:59,540 --> 00:46:02,750 I got some good questions in here. I think some 708 00:46:02,750 --> 00:46:06,760 of these we have answered peripherally as we've been going 709 00:46:06,760 --> 00:46:08,960 through it so far, but I know the one question 710 00:46:09,360 --> 00:46:12,430 that we hear a lot is how do you get 711 00:46:12,450 --> 00:46:17,090 on board? So Jeff, basically a call us thing? Yeah, 712 00:46:17,130 --> 00:46:22,730 sure. Look, we're going to end with the Genesys. com/ 713 00:46:22,730 --> 00:46:27,650 Zoom link I know in a little while, but what 714 00:46:27,650 --> 00:46:29,440 I would be suggesting is go have a look at 715 00:46:29,440 --> 00:46:33,840 Genesys. com/ Zoom as a standpoint. And there's a start 716 00:46:33,840 --> 00:46:37,700 zooming button right there. And you can connect with us 717 00:46:37,700 --> 00:46:41,360 and we'll have someone speak to you real quickly. So, 718 00:46:42,239 --> 00:46:45,000 my advice is if you want to learn more, but 719 00:46:45,000 --> 00:46:48,180 also get started and you might be a Zoom customer 720 00:46:48,180 --> 00:46:53,040 and a Genesys customer already you can start and we'll 721 00:46:53,040 --> 00:46:55,420 get you, we'll start that conversation so you can get 722 00:46:55,420 --> 00:47:02,320 ready for next month. So Genesys.com/Zoom. Okay. So, Neil, you 723 00:47:02,320 --> 00:47:05,190 guys, if there're Zoom customer and they're interested in looking 724 00:47:05,190 --> 00:47:09,420 at Genesys Cloud, what should they do? Yeah. If you're 725 00:47:09,420 --> 00:47:12,670 an existing customer feel free to go to Genesys/ Zoom 726 00:47:12,670 --> 00:47:14,780 and reach out to them directly. They know how to 727 00:47:14,780 --> 00:47:16,410 get in touch with us and how to set it 728 00:47:16,410 --> 00:47:20,420 up or work with your existing account executive at Zoom. 729 00:47:20,640 --> 00:47:23,440 And they'll also bring in the appropriate people from the 730 00:47:23,440 --> 00:47:26,750 Zoom Phone team, as well as the Genesys team. So 731 00:47:26,750 --> 00:47:28,590 I think we want to eliminate as much friction as 732 00:47:28,590 --> 00:47:31,420 possible. If you're a customer of either one of the 733 00:47:31,420 --> 00:47:34,620 platforms already today, just reach out to your current account 734 00:47:34,620 --> 00:47:37,410 executive and we'll make sure that everything's routed and we 735 00:47:37,410 --> 00:47:41,910 get you taken care of as fast as possible. Okay. 736 00:47:41,969 --> 00:47:45,230 So, I see a recurring question in here about using 737 00:47:46,260 --> 00:47:51,520 Zoom to support between agents and customers. And I know 738 00:47:51,520 --> 00:47:54,140 this is one of the things that we've had lots 739 00:47:54,140 --> 00:47:59,370 and lots of conversations about internally. Jeff, take it away. 740 00:47:59,640 --> 00:48:03,300 That's a great question and a question that is a constant 741 00:48:03,670 --> 00:48:07,270 part of our conversation as you suggested. As you would 742 00:48:07,270 --> 00:48:10,350 have noticed from today's presentation, we've been talking very much 743 00:48:10,350 --> 00:48:14,239 around the collaboration between the front office and the back 744 00:48:14,239 --> 00:48:19,560 office. That is very much where we want to start 745 00:48:19,560 --> 00:48:24,400 with our Genesys Cloud and Zoom journey. But as part 746 00:48:24,400 --> 00:48:28,110 of that journey, we definitely see some key use cases 747 00:48:28,110 --> 00:48:32,969 for the ability to use video power through Zoom with 748 00:48:33,570 --> 00:48:37,770 customers directly. This is definitely on our roadmap, but in 749 00:48:37,770 --> 00:48:42,270 this, I guess, first drop that we're delivering next month. 750 00:48:42,550 --> 00:48:44,770 We're really focusing on bringing that front office and that 751 00:48:44,770 --> 00:48:48,500 back office together. Same time, we also want to get 752 00:48:48,500 --> 00:48:52,830 feedback from customers who are utilizing that new experience that 753 00:48:52,830 --> 00:48:56,250 we're delivering together and get some real world feedback. Because 754 00:48:56,620 --> 00:48:59,469 the same time we've also had a lot of feedback where 755 00:49:00,100 --> 00:49:05,450 providing video in a contact center sphere has historically been 756 00:49:05,450 --> 00:49:09,530 perceived with different thoughts and considerations because it is a 757 00:49:09,530 --> 00:49:13,040 visual experience. I think also the last few months, we've 758 00:49:13,040 --> 00:49:16,560 all learned that the video experience is such an important 759 00:49:16,560 --> 00:49:19,450 experience and at the same time, we've all learned how 760 00:49:19,450 --> 00:49:22,400 to drive video experiences. I can see this changing really 761 00:49:22,400 --> 00:49:27,230 rapidly in the market that providing customer video experiences into 762 00:49:27,230 --> 00:49:29,170 the contact center it's going to become a very key 763 00:49:29,170 --> 00:49:34,110 way of interacting and engaging and helping customers. The answer 764 00:49:34,480 --> 00:49:39,860 is not today, but in the near future. I think 765 00:49:39,860 --> 00:49:42,560 this is interesting. I mean, from a cloud culture, you 766 00:49:42,560 --> 00:49:46,700 want to get there with something that's useful as quickly as 767 00:49:46,700 --> 00:49:50,830 you can and then build from that. That's part of 768 00:49:50,830 --> 00:49:55,430 our approach with Genesys Cloud. This is fantastically useful, what 769 00:49:55,430 --> 00:50:00,150 we're going to be offering now. But we got room 770 00:50:00,150 --> 00:50:05,930 to grow. Oh, this is a first grade step, but 771 00:50:05,930 --> 00:50:10,110 we've got a very exciting roadmap that we're looking to develop but 772 00:50:10,200 --> 00:50:12,330 we want to make sure it's delivering the right outcomes 773 00:50:12,330 --> 00:50:22,210 for our customers. Neil, you want to throw in on that? I think just 774 00:50:22,210 --> 00:50:26,830 removing that friction is key to what we're doing. I 775 00:50:26,830 --> 00:50:28,840 didn't really have anything more to add. I thought Jeff 776 00:50:28,900 --> 00:50:36,140 covered it brilliantly. Okay. One of the things that we hear 777 00:50:36,140 --> 00:50:40,700 as a recurring question on the customer experience side, it's 778 00:50:41,430 --> 00:50:49,320 a lot of focus on efficiency and how long it 779 00:50:49,320 --> 00:50:53,060 takes to resolve issues. Do you think we're going to 780 00:50:53,060 --> 00:50:58,050 be seeing any time- savings or improved resolution rate through 781 00:50:58,070 --> 00:51:06,719 using these two fantastic cloud solutions together? Randy, I think 782 00:51:06,719 --> 00:51:10,770 that's been a key theme of today actually is you 783 00:51:10,770 --> 00:51:18,260 remove friction, you empower employees across the whole organization. And 784 00:51:18,260 --> 00:51:21,969 you let people focus on, I guess, the outcomes they're 785 00:51:21,969 --> 00:51:25,760 trying to deliver. That creates efficiencies in its own right. 786 00:51:26,040 --> 00:51:30,969 The ability to have that presence, that unified directory and 787 00:51:30,969 --> 00:51:33,690 the ability to be able to transfer calls back and 788 00:51:33,690 --> 00:51:38,580 forth, seamlessly between Zoom Phone and Genesys Cloud without having 789 00:51:38,580 --> 00:51:40,710 to worry about what number I have to dial or 790 00:51:40,710 --> 00:51:44,320 what extension its on. It's all being able to search 791 00:51:44,380 --> 00:51:49,430 point and click type experiences, natively in that desktop that 792 00:51:49,430 --> 00:52:00,060 has inherent efficiencies. So the answer is, yes. Great. I 793 00:52:00,060 --> 00:52:02,730 do see a question here. This is the last question 794 00:52:02,730 --> 00:52:06,239 and then we need to move on to winding this up 795 00:52:06,239 --> 00:52:11,170 is, what are customers doing for archiving and playback of 796 00:52:11,170 --> 00:52:15,100 the video- based interactions? Neil. How's that going? I mean 797 00:52:15,700 --> 00:52:18,280 other than the- Can you repeat that? You broke up, 798 00:52:18,280 --> 00:52:24,650 just for a second. Sorry. Randy, could you repeat the 799 00:52:24,650 --> 00:52:29,739 question? Oh, yeah. Sorry. I was talking and not listening. 800 00:52:32,010 --> 00:52:35,510 How does the solution work with recording? I mean, those 801 00:52:35,590 --> 00:52:37,380 of us that are our Zoom users we know that 802 00:52:38,010 --> 00:52:39,880 seems to be one of those things in the settings 803 00:52:39,880 --> 00:52:42,890 that you can turn on and off for everything. How's 804 00:52:42,890 --> 00:52:47,190 that going? If you are elevating into a Zoom Meeting, 805 00:52:47,560 --> 00:52:52,380 we support recording on Zoom Phone as well. There's a 806 00:52:52,380 --> 00:52:55,640 couple of different options, we support on- demand recording. It's 807 00:52:55,640 --> 00:52:58,060 up to the agent or the user to initiate that 808 00:52:58,060 --> 00:53:02,180 recording in a meeting or on the phone call. We 809 00:53:02,180 --> 00:53:05,610 also support full- time automatic recording. Then you also have 810 00:53:05,610 --> 00:53:08,960 a choice as to where those recordings are stored. If 811 00:53:08,960 --> 00:53:12,300 it's more ad hoc, less formal, you can have on- 812 00:53:12,300 --> 00:53:14,540 demand call recording and have it stored locally on the 813 00:53:14,540 --> 00:53:18,320 users PC or they can opt to have it stored 814 00:53:18,450 --> 00:53:23,270 in Zoom's Cloud. Then once it's been stored, then you 815 00:53:23,270 --> 00:53:26,550 have the ability to export it, archive it, set data 816 00:53:26,550 --> 00:53:30,190 retention policies around it. Then we also have the ability 817 00:53:30,190 --> 00:53:33,950 to transcribe every recording. If you don't want to go 818 00:53:33,950 --> 00:53:36,380 back and listen to a Zoom Phone call recording or 819 00:53:36,380 --> 00:53:40,180 a Zoom Meeting recording, we provide automatic transcription services for 820 00:53:40,180 --> 00:53:43,610 free, it's part of the plan. I want some of 821 00:53:43,610 --> 00:53:48,469 that. I'm going to start using that. All right. We 822 00:53:48,469 --> 00:53:54,469 getting close to the end here. Everybody in our market 823 00:53:54,469 --> 00:53:58,350 is obsessed with digital and AI right now, for customer 824 00:53:58,350 --> 00:54:01,989 experience and it's a worthwhile conversation. But we all have 825 00:54:01,989 --> 00:54:06,810 seen during the disruption that we've been going through this 826 00:54:06,810 --> 00:54:11,969 year, that every day, how voice is still important. Especially 827 00:54:12,280 --> 00:54:14,710 when you can escalate that to video and you can 828 00:54:14,710 --> 00:54:19,890 add screen- share and these other collaboration channels easily. It's 829 00:54:19,890 --> 00:54:23,930 the most reliable way to deal with complex issues. This 830 00:54:23,930 --> 00:54:27,630 year it's pushed a lot of limits. Voice is changing 831 00:54:27,880 --> 00:54:33,790 and it's changing probably forever. Voice with video and collaboration, 832 00:54:34,080 --> 00:54:39,239 to share views, is now becoming the standard. Zoom shows 833 00:54:39,239 --> 00:54:43,469 that the power of flexibility and video collaboration is clear. 834 00:54:43,580 --> 00:54:47,750 As two cloud companies, we are embracing the potential that 835 00:54:47,760 --> 00:54:52,210 API integration will let us create. Genesys is pleased to 836 00:54:52,210 --> 00:54:57,020 start now. We're bringing customers the flexibility of Zoom Phone 837 00:54:57,020 --> 00:55:01,330 today and yes, that's July. But as we showed, it's 838 00:55:01,330 --> 00:55:04,610 already being used by some customers and if you start 839 00:55:04,610 --> 00:55:07,380 poking around, you'll start seeing signs of it popping up 840 00:55:07,380 --> 00:55:13,800 all over the place. We're bringing customers onboard, we want 841 00:55:13,800 --> 00:55:17,330 to share this flexibility with you. We're excited about what's 842 00:55:17,330 --> 00:55:22,469 going to come next and Neil bring it home. All 843 00:55:22,469 --> 00:55:25,440 right. Well, I just wanted to thank everybody for joining 844 00:55:25,440 --> 00:55:30,600 today's webinar. Zoom is all about connecting people, just like 845 00:55:30,610 --> 00:55:33,430 Genesys is and we want to eliminate as much friction 846 00:55:33,430 --> 00:55:37,330 as possible in between all of those interactions. Working closely 847 00:55:37,330 --> 00:55:40,270 with Genesys, I think we're bringing the market, this summer, 848 00:55:40,270 --> 00:55:43,590 a best of breed solution to accommodate all of those 849 00:55:43,590 --> 00:55:47,340 interactions. I just want to thank Randy, thank Jeff, and 850 00:55:47,340 --> 00:55:49,410 the rest of the Genesys team for allowing us to 851 00:55:49,590 --> 00:55:53,930 be here today. All right. Thank you. Thank you both. 852 00:55:55,710 --> 00:56:00,390 Here's that URL. You guys have a great day. Josh, 853 00:56:01,870 --> 00:56:06,310 wind it up. Will do. Thanks everybody for attending today's 854 00:56:06,320 --> 00:56:09,330 webcast. As I mentioned before, if you missed anything throughout 855 00:56:09,330 --> 00:56:13,290 today's presentation, you accidentally joined late, that's okay. Stay tuned, 856 00:56:13,290 --> 00:56:15,610 within the next few business days, you will receive a 857 00:56:15,610 --> 00:56:17,770 link to the on- demand recording to view at your 858 00:56:17,770 --> 00:56:21,469 convenience. As everybody's already mentioned, and as you can see 859 00:56:21,469 --> 00:56:24,040 on your screen, make sure you check out genesis. com/ 860 00:56:24,040 --> 00:56:28,080 zoom for additional information. As always until next time, have 861 00:56:28,080 --> 00:56:28,820 a good one, everyone.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t7KLQAY"] Meet the Speakers Niel Levonius Product Marketing Lead Zoom Randy Carter Senior Director, Product Marketing Genesys Jeff Wise Vice President, Strategic Alliances Genesys Webinar Bytes Genesys + Zoom: Seamless cloud communications for great customer experiences [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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In this consumer-driven, hyper-connected world, contact center agents need a simplified communication and collaboration solution that supports working from anywhere. With the recently announced Genesys and Zoom Video Communications partnership, contact center agents and knowledge workers have an integrated communication solution for calling, directory and presence that ensures they have the details they need, know who to reach and when they’re available to deliver exceptional customer experiences. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Niel Levonius Product Marketing Lead Zoom Randy Carter Senior Director, Product Marketing Genesys Jeff Wise Vice President, Strategic Alliances Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,150 Now a little bit about Genesys. We have been around 2 00:00:03,150 --> 00:00:06,910 a long time. We're really uniquely positioned in this industry because 3 00:00:07,710 --> 00:00:11,900 now, when it becomes uniquely valuable, is that we're really 4 00:00:11,900 --> 00:00:15,360 a company that believes in self disruption and we've led 5 00:00:15,360 --> 00:00:19,260 continuous change after continuous change. And today is actually going 6 00:00:19,260 --> 00:00:23,590 to be no different. We started before cloud even existed, 7 00:00:24,020 --> 00:00:27,560 but today we're a global cloud company and we're going 8 00:00:27,560 --> 00:00:31,050 to talk about what that means as well. We've pioneered omni- 9 00:00:31,050 --> 00:00:36,420 channel multi- channel customer engagement because customers keep changing and 10 00:00:36,420 --> 00:00:39,790 more importantly, they are changing how they want to engage. 11 00:00:40,230 --> 00:00:45,390 So today now we power our customer's experiences with AI 12 00:00:45,600 --> 00:00:50,100 fueled by data, across multiple sources, using an agile cloud 13 00:00:50,100 --> 00:00:54,340 culture. And Genesys is really creating the one of the 14 00:00:54,340 --> 00:00:58,100 most scalable cloud- based customer experience platforms in the industry. 15 00:00:58,750 --> 00:01:01,680 But at the end of the day, it's the moment 16 00:01:01,680 --> 00:01:05,610 of truth that really matters. And, it's when that customer connects 17 00:01:06,120 --> 00:01:10,770 and they need help and we help our customers with 18 00:01:10,850 --> 00:01:14,790 billions of different customer interactions every year and all about 19 00:01:14,790 --> 00:01:18,029 helping our customers connect with their customers at that moment 20 00:01:18,200 --> 00:01:23,260 of truth. And as a result of that, customers worldwide, 21 00:01:23,290 --> 00:01:26,719 large global brands trust us with helping them connect with 22 00:01:26,719 --> 00:01:30,710 their customers. So it's great to be here, Randy, thanks 23 00:01:30,710 --> 00:01:35,440 for the opportunity to talk about Genesys and what we're doing with Zoom. All 24 00:01:35,440 --> 00:01:38,250 right. Now we're going to pivot over and talk to 25 00:01:38,290 --> 00:01:41,670 Neil. Same question. Tell us about, in a bit about 26 00:01:41,700 --> 00:01:45,710 Zoom? Yeah. So thank you, Randy. It's great to be 27 00:01:45,710 --> 00:01:48,640 here. So my name is Neil Levonius and I'm a 28 00:01:48,640 --> 00:01:52,320 product marketing lead for Zoom phone, our cloud phone system. 29 00:01:53,460 --> 00:01:56,950 So, you probably know what Zoom is. I think a 30 00:01:56,950 --> 00:01:59,750 lot of people are using it now and really what 31 00:01:59,750 --> 00:02:02,200 our story is? What our vision is? Is that we 32 00:02:02,200 --> 00:02:06,080 are creating a platform that enables video communications to empower 33 00:02:06,080 --> 00:02:10,490 people, to accomplish anything they want to be and to 34 00:02:10,490 --> 00:02:13,510 be always connected. And so when you think about the 35 00:02:13,510 --> 00:02:17,600 way we communicate today, it's radically changed. We have over 36 00:02:17,620 --> 00:02:22,200 300 million daily active meeting participants using the Zoom platform 37 00:02:22,200 --> 00:02:25,640 every day, and they're not just using it for video. 38 00:02:25,840 --> 00:02:29,620 We created this platform that does video. It does chat, 39 00:02:29,670 --> 00:02:34,779 it does phone calls, it supports conference rooms, large webinars 40 00:02:34,779 --> 00:02:37,529 like we're doing right now and all of these different 41 00:02:37,529 --> 00:02:40,330 things. And the reason why this has come about is 42 00:02:40,330 --> 00:02:45,930 because people need flexibility. They're working from everywhere. They're working 43 00:02:45,930 --> 00:02:48,400 on all of these different devices and they want a 44 00:02:48,400 --> 00:02:52,390 consistent user experience across everything. So when I think about 45 00:02:52,390 --> 00:02:54,529 my 14 year old daughter, she's going to be a 46 00:02:54,529 --> 00:02:57,800 sophomore in high school this year. And if I give 47 00:02:57,800 --> 00:02:59,700 her a phone call. If I call her on the 48 00:02:59,700 --> 00:03:01,980 phone like this, it freaks her out. She doesn't know 49 00:03:01,980 --> 00:03:03,700 what that is. She's not going to put a phone 50 00:03:03,700 --> 00:03:06,910 up to her ear because that's so strange. But if 51 00:03:06,910 --> 00:03:09,910 I send her a text message, she responds right away. 52 00:03:09,910 --> 00:03:12,580 Cause she's very happy using text. And then if she 53 00:03:12,580 --> 00:03:14,370 wants to get ahold of me in real time, what 54 00:03:14,370 --> 00:03:17,850 does she do? She FaceTimes me. She sends Zoom because 55 00:03:17,969 --> 00:03:21,310 people are shifting, the culture is shifting to being very 56 00:03:21,310 --> 00:03:24,590 comfortable with video. Now that doesn't discount any of the 57 00:03:24,590 --> 00:03:28,040 other modalities, then that's why you need a platform that 58 00:03:28,040 --> 00:03:30,730 can support all of them. Voice is still very important. 59 00:03:30,760 --> 00:03:32,830 It ends up being the lowest common denominator and how 60 00:03:32,830 --> 00:03:35,830 we communicate because it's a ubiquitous platform that can be 61 00:03:35,830 --> 00:03:38,530 found everywhere, but then people are very comfortable with chat, 62 00:03:38,600 --> 00:03:41,670 SMS and then video, when you want to have that 63 00:03:41,670 --> 00:03:45,060 more personal touch. So that's what the Zoom platform has 64 00:03:45,060 --> 00:03:48,390 really been designed for. And then partnering with companies like 65 00:03:48,410 --> 00:03:52,510 Genesys to bring our capabilities together, to provide this really 66 00:03:52,510 --> 00:03:55,840 best of breed solution is very exciting. FCW Cloud Summit: Innovation in Government: Best Practices When Migrating to the Cloud [cutoff co_thick="2px"]Moving to the cloud is a key step of the modernization process to achieve the agency mission, while serving citizens. Government and industry speakers at the FCW Cloud Summit shared their insight on why the question is no longer whether government agencies should move to the cloud, recognizing that many agencies are already on that journey. This session shares how migrating the contact center into the cloud enables the agency to achieve efficiencies, scalability, and security with FedRAMP. Agencies can achieve quick wins and prepare themselves for emerging technologies, such as automation and AI, and new capabilities.[mktoform cta_header="Watch On-Demand" cta_button="Watch now" cms_hold="RG" cid_id="7011T000001t8sxQAA"] Meet the Speakers Tony Pearson Solutions Consultant Leader Federal Public Sector Genesys (Optional) Pre Header [this_page_title] (Optional) Sub Title Intro Here.[cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo. I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo. I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.[mktoform cms_hold="RG"] Meet the Speakers Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company [this_page_title] [cutoff co_thick="2px"]For the government to properly serve its mission, agencies need engaged employees. Yet, the annual Federal Employee Viewpoint Survey shows that government employees often feel like don’t have the proper tools and resources they need to get their job done. The cloud can alleviate some of those issues. This OnDemand fireside chat with government and industry experts discusses how the cloud can boost employee engagement. Specifically, you'll learn: Why government employees feel like they don't have the proper tools and resources to get their jobs done. The biggest barriers, including, leadership buy-in, budget and security challenges that prevent governments from modernizing. How successful organizations have boosted employee engagement with the cloud. [mktoform form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t7z9QAA" url="https://www.genesys.com/campaign/govloop-fireside-chat-how-the-cloud-can-boost-employee-engagement" ar_url="https://www.genesys.com/campaign/govloop-fireside-chat-how-the-cloud-can-boost-employee-engagement"] Meet the Speakers David York Senior Vice President, US Public Sector, Genesys Ryan Hillard Systems Developer, Small Business Administration Webinar Bytes [Webinar Bytes] Genesys Engage + Microsoft Azure: Transform your customer experience in the cloud We've taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Personalized customer experiences are your best way to build trust and drive loyalty. As cloud technologies rapidly evolve to meet these demands, so does Genesys. Genesys Engage on Azure brings the best of the industry together with a multi-tenant architecture that lets you innovate faster and improve business agility. Leverage the cloud and artificial intelligence (AI) to gain deeper insights and provide tailor-made experiences. In these webinar bytes, learn how the Genesys and Microsoft partnership unlocks new value, personalization and insights for you via MS Dynamics, MS Teams and MS Cognitive Services. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers David Totten CTO, US Partner Ecosystem Microsoft Jeff Wise VP Strategic Alliances Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,060 Genesys and Microsoft have brought 2 00:00:02,060 --> 00:00:03,590 all this technology together to 3 00:00:03,590 --> 00:00:05,030 be able to allow and 4 00:00:05,030 --> 00:00:06,800 create what we believe are 5 00:00:06,800 --> 00:00:10,000 these important, empathetic moments, and 6 00:00:10,000 --> 00:00:11,630 that, when you have empathy, 7 00:00:12,050 --> 00:00:13,880 it leads to trust and 8 00:00:13,880 --> 00:00:16,040 it leads to loyalty. Because 9 00:00:16,040 --> 00:00:17,360 we all know, when you 10 00:00:17,360 --> 00:00:18,520 create a one- on- one 11 00:00:18,530 --> 00:00:20,140 relationship, and we all know 12 00:00:20,140 --> 00:00:21,150 this in our own daily 13 00:00:21,150 --> 00:00:24,540 lives. The more I know 14 00:00:24,540 --> 00:00:26,620 about you and the more I 15 00:00:26,620 --> 00:00:29,590 understand about your situation, and 16 00:00:29,990 --> 00:00:30,740 when I can have that 17 00:00:30,740 --> 00:00:33,650 empathetic connection, it really just 18 00:00:33,650 --> 00:00:35,070 leads to a better outcome. 19 00:00:36,120 --> 00:00:37,450 That's what we call experiences as 20 00:00:37,450 --> 00:00:41,770 a service. That's how personalization 21 00:00:42,620 --> 00:00:44,970 empathy, really driving that connection, 22 00:00:45,720 --> 00:00:48,000 creating that trust, creating loyalty 23 00:00:48,240 --> 00:00:50,220 will then ensure that that 24 00:00:50,220 --> 00:00:52,620 switching costs doesn't become an 25 00:00:52,620 --> 00:00:56,170 issue because that personalized experience 26 00:00:56,470 --> 00:01:00,010 is ensuring that loyalty. Yeah. 27 00:01:00,470 --> 00:01:02,190 Let me add to that quickly, Jeff. 28 00:01:02,690 --> 00:01:03,990 It's interesting because now, it 29 00:01:04,200 --> 00:01:05,790 used to be, if a 30 00:01:05,790 --> 00:01:08,010 customer felt like the company 31 00:01:08,010 --> 00:01:10,380 knew them, or remembered their 32 00:01:10,380 --> 00:01:12,150 information, or had their details, 33 00:01:12,150 --> 00:01:13,650 or had their preferences while 34 00:01:13,650 --> 00:01:15,030 coming in the door, that 35 00:01:15,030 --> 00:01:15,920 used to be almost a 36 00:01:15,920 --> 00:01:16,730 nice to have, or a 37 00:01:16,730 --> 00:01:18,110 great tab. That's a great 38 00:01:18,680 --> 00:01:19,780 experience to have. Now it's 39 00:01:19,780 --> 00:01:20,670 becoming a little bit more 40 00:01:20,670 --> 00:01:24,180 of an expectation. The power 41 00:01:24,180 --> 00:01:25,340 of the internet and how 42 00:01:25,340 --> 00:01:27,000 we engage with different services 43 00:01:27,000 --> 00:01:29,360 across the internet and mobile 44 00:01:29,560 --> 00:01:31,760 technologies now has created this 45 00:01:31,760 --> 00:01:34,680 expectation that companies we interact 46 00:01:34,680 --> 00:01:35,640 with, who we share data 47 00:01:35,640 --> 00:01:37,000 with, who we transact with, 48 00:01:37,310 --> 00:01:38,740 know who I am, what 49 00:01:38,740 --> 00:01:39,930 my preferences are and what 50 00:01:39,930 --> 00:01:40,680 I want to do when 51 00:01:40,680 --> 00:01:41,940 I come into their platform. 52 00:01:42,630 --> 00:01:45,180 It's not just necessarily experiences as 53 00:01:45,180 --> 00:01:46,280 a service. I always call 54 00:01:46,280 --> 00:01:48,150 it experience as an expectation 55 00:01:49,330 --> 00:01:52,170 that we want that personalized 56 00:01:52,170 --> 00:01:53,940 approach that anybody that we 57 00:01:53,940 --> 00:01:54,850 interact with, or that we 58 00:01:54,850 --> 00:01:56,610 have commerce with, really knows 59 00:01:56,610 --> 00:01:57,840 who we are, why I'm 60 00:01:57,840 --> 00:01:58,890 at their platform and what 61 00:01:58,890 --> 00:01:59,870 I want to do with 62 00:01:59,870 --> 00:02:05,370 them. Oh, 100% David. The 63 00:02:05,770 --> 00:02:10,510 research confirms this, that organizations 64 00:02:10,570 --> 00:02:14,370 that grow the personalization and 65 00:02:14,370 --> 00:02:16,650 establish loyalty is good for 66 00:02:16,650 --> 00:02:19,640 business. The Harvard business review 67 00:02:19,640 --> 00:02:21,870 here has confirmed that. There's 68 00:02:21,870 --> 00:02:24,310 lots of other strong research 69 00:02:24,370 --> 00:02:26,170 that just shows, when you 70 00:02:26,170 --> 00:02:27,790 start with the customer experience 71 00:02:29,020 --> 00:02:31,410 and create loyalty, it's not 72 00:02:31,410 --> 00:02:32,970 just good for the customer, 73 00:02:33,090 --> 00:02:33,790 but it's great for the 74 00:02:33,790 --> 00:02:34,320 business. AppFoundry Webinar Five ways to leverage AI and agent assist to improve customer experience [cutoff co_thick="2px"]Wednesday, June 3, 2020 at 8AM PST The percentage of difficult inquiries that agents receive has more than doubled since the COVID-19 pandemic hit the global economy. In addition, supporting remote workers puts more pressure on your communications and support processes. This informative and fast-paced webinar will focus on the cutting-edge technologies and integrations you can use to get more out of your current contact center resources. Get details on five new technologies you can use now to improve the efficiency and quality of your remote workforce. Sign up for this webinar today. Free gifts and promotions will be given away at the live webinar.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t73KQAQ"] Meet the Speakers Sedarius Perrotta Head of Innovation Shelf Jeff Stroum Director, Solution Consultants Shelf AppFoundry Webinar The role of Voice AI in business continuity [cutoff co_thick="2px"]Friday, May 29, 2020 at 8AM PST Business-as-usual in the call center is transforming — from the technology to analyze calls, to team structure, to how remote agents are enabled to provide more empathetic customer experiences. As we enter month three of one of the biggest global disruptions contact centers have seen, business continuity is becoming an increasingly delicate challenge. From assessing financial and operational risks to helping a newly-minted remote workforce rapidly adopt new messaging and processes, agility will be the defining feature of contact centers who are able to weather the storm. And Voice AI is a tool that can help you succeed. In this webinar, you’ll learn: Top voice interactions you should be monitoring to mitigate business impact of COVID-19 Ways to use Voice AI to improve customer experiences at scale How to leverage voice calls to coach your agents on empathy and productivity Actionable tips for automating QA process and agent evaluations Practical ways to surface compliance and safety risks [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t73oQAA"] Meet the Speaker Pete Lee VP of Global Alliances and Sales Observe.AI CX Heroes Webinar Series Five successful habits of a CX Hero [cutoff co_thick="2px"][webinarschedulesingle]Parity is a challenge in business. When competing brands can’t create true differentiation, they struggle to stand out in customers’ minds. And in the telecom business — where the products vary little — parity is commonplace. But not for AB Sappa, the Swedish telecom company. In an industry where most products are the same, AB Sappa has found a way to differentiate itself – and it’s not with product, but with service… customer service. That’s a philosophy that is practiced company-wide and encouraged by giving all customer service representatives the power to be creative and do what’s necessary to solve problems. The results are impressive. Since putting customer service at the heart of what they do, AB Sappa has been ranked highest in customer service among all telecom companies in Sweden — two years running. With the support of a customer-centric organization and the right tools, all the AB Sappa customer service representatives are equipped with everything necessary to make each customer experience amazing. In this CX Heroes webinar, you will learn how AB Sappa: Establishes skills that every agent should have Handles difficult customers with finesse Recognizes and rewards agents Turns customers into brand advocates Get personalization right for their customers Celebrate the people who drive excellent customer service— and the technology that empowers them. The CX Heroes program acknowledges the select few who have applied their skills, talents and empathy to make a real difference in people’s lives.​ The result? Truly authentic, personal, meaningful experiences that customers recognize as special.[cutoff co_thick="2px"]1 00:00:11,460 --> 00:00:16,000 Hello everyone. And welcome to our CX heroes webinar on 2 00:00:16,000 --> 00:00:20,890 five successful habits of a CX hero. We're really excited 3 00:00:20,890 --> 00:00:25,060 today, all the way from Sweden to have Katarina Cervell 4 00:00:25,160 --> 00:00:30,480 and Jacob Dalnäs from Sappa. So, welcome to you both. 5 00:00:30,810 --> 00:00:35,820 Jacob is CX hero. So, congratulations Jacob for being named 6 00:00:35,820 --> 00:00:38,830 CX hero. We're really excited to have you here, and 7 00:00:38,830 --> 00:00:40,650 later on, in the webinar, we're going to have you 8 00:00:40,650 --> 00:00:46,710 tell your story of what earned you this distinction. But 9 00:00:46,710 --> 00:00:49,729 before we start off, Katarina, I'd love to have you 10 00:00:49,729 --> 00:00:54,650 tell us a little bit about Sappa. Absolutely. I'll do 11 00:00:54,650 --> 00:00:59,460 that. Sappa is the fourth largest telecom company in Sweden, 12 00:00:59,510 --> 00:01:04,580 and we deliver TV, broadband to our customer throughout Sweden. 13 00:01:05,430 --> 00:01:10,950 And we also deliver digital care services for elderly people. 14 00:01:10,950 --> 00:01:14,160 So, they can stay at home longer and feel safe, 15 00:01:14,160 --> 00:01:19,030 and their relatives can feel safe. And our mission is 16 00:01:19,030 --> 00:01:23,230 to be the most customer- friendly company in Sweden.[crosstalk 00:01: 17 00:01:23,230 --> 00:01:30,360 25]- That sounds great. Yeah. That sounds great. Well, we're 18 00:01:30,360 --> 00:01:33,130 really excited to have you here and excited to dive 19 00:01:33,130 --> 00:01:38,550 into what makes an effective CX hero. So, as we 20 00:01:38,550 --> 00:01:41,020 get a little deeper into the webinar here, you're going 21 00:01:41,020 --> 00:01:44,260 to learn five ways to improve customer service and establish 22 00:01:44,260 --> 00:01:48,060 successful habits that you can use every day. You'll be 23 00:01:48,060 --> 00:01:52,130 able to" Establish skills that every agent should have." We'll 24 00:01:52,130 --> 00:01:56,120 show you how to" Handle difficult customers with finesse," how- 25 00:01:56,120 --> 00:02:00,030 to" Recognize and reward your agents," how- to" Turn customers 26 00:02:00,030 --> 00:02:03,630 into brand advocates," and how- to" get personalization right for 27 00:02:03,630 --> 00:02:08,050 your customers." So, without further ado, let's jump right into 28 00:02:08,050 --> 00:02:12,510 it. The first habit is establishing a set of skills 29 00:02:12,510 --> 00:02:14,770 that every agent should have. And as you see on this 30 00:02:14,770 --> 00:02:17,840 slide here, we have listed 10 skills that we at 31 00:02:17,840 --> 00:02:21,110 Genesys feel are really important skills. These are certainly not 32 00:02:21,110 --> 00:02:26,120 every skill, but this is a really good, basic set 33 00:02:26,120 --> 00:02:28,919 of skills that we think are important. So, as you 34 00:02:28,919 --> 00:02:33,419 have a chance to look at this Katarina from your point 35 00:02:33,419 --> 00:02:36,590 of view, which two of these skills do you think 36 00:02:36,590 --> 00:02:40,700 are the most important to providing good customer service? Or 37 00:02:40,700 --> 00:02:42,320 if you see a skill that's not on here, is 38 00:02:42,320 --> 00:02:45,460 there something that's missing here that you think is an important skill? 39 00:02:46,700 --> 00:02:49,440 Yeah, I would like to choose all of them, but 40 00:02:51,360 --> 00:02:55,030 I would like to keep it to a smaller[ inaudible 41 00:02:55,450 --> 00:02:58,900 00: 02: 55]. In order to reach our vision, that 42 00:02:58,900 --> 00:03:02,470 is to be the most customer- friendly company, I think 43 00:03:02,470 --> 00:03:06,880 that it's very important that advisors like Jacob is a 44 00:03:06,880 --> 00:03:12,930 good listener to the customer and also to be assertiveness 45 00:03:13,100 --> 00:03:18,590 to the customer's needs and also get on the same 46 00:03:18,590 --> 00:03:22,419 level as the customer. So, that's very important, but I 47 00:03:22,419 --> 00:03:25,610 think the most important thing for us is that our 48 00:03:25,610 --> 00:03:31,770 advisors are genuine and themselves because that's creates a relation 49 00:03:31,930 --> 00:03:34,650 with the customer and that's very, very important for us. 50 00:03:36,950 --> 00:03:39,610 Yeah. That makes a lot of sense. That authentic bond 51 00:03:39,610 --> 00:03:42,030 with a customer that lets them know that you're truly 52 00:03:42,030 --> 00:03:44,610 listening to them and you truly understand where they're coming 53 00:03:44,610 --> 00:03:50,040 from. Yeah. Yeah. Jacob, what about you? You are talking 54 00:03:50,260 --> 00:03:54,080 to customers all the time. Looking at this list here, 55 00:03:54,080 --> 00:03:59,870 which two skills are most important? I think I put 56 00:03:59,870 --> 00:04:02,610 the two of them together as one actually, and it's 57 00:04:02,860 --> 00:04:06,960 listening and attentiveness. I put this one because I think 58 00:04:06,960 --> 00:04:10,620 they go kind of hand in hand. I think it's 59 00:04:10,660 --> 00:04:15,270 very important to listen and to also pay attention because 60 00:04:15,370 --> 00:04:18,339 then you can pick up the things that the customer 61 00:04:18,400 --> 00:04:23,680 is maybe not telling you because, in my experience, they 62 00:04:23,680 --> 00:04:28,210 don't give their every need at once when they call 63 00:04:28,210 --> 00:04:30,910 you because they might be nervous or they have waited 64 00:04:30,910 --> 00:04:34,940 for a long time. So, it's about reading the signals 65 00:04:35,560 --> 00:04:38,620 and just listening and paying attention to what they say. 66 00:04:39,350 --> 00:04:42,130 And then you can find many more needs than the 67 00:04:43,100 --> 00:04:46,700 one recent, that they are calling you. And after that, 68 00:04:47,529 --> 00:04:53,400 it's resourcefulness that I took because when you listen and 69 00:04:53,400 --> 00:04:57,400 you find all the things that the customer needs, then 70 00:04:57,400 --> 00:05:00,900 you also need to be creative to solve the issue. 71 00:05:00,960 --> 00:05:05,060 Because many times it's might not be our services that 72 00:05:05,060 --> 00:05:09,089 is the best solution for the customer. It might be 73 00:05:09,089 --> 00:05:11,880 something else. So, you will have to be creative and 74 00:05:11,880 --> 00:05:16,270 see in what way you can help the customer. And 75 00:05:17,880 --> 00:05:22,450 I also want to agree with Katarina on being on 76 00:05:22,450 --> 00:05:25,810 the same level as the customer is important like you 77 00:05:25,810 --> 00:05:29,700 speak the same language. And so you kind of have 78 00:05:29,700 --> 00:05:35,670 to be like a chameleon. You have to adapt to 79 00:05:35,670 --> 00:05:39,089 who you talk to and speak their language. So they understand 80 00:05:39,089 --> 00:05:41,390 you and that you feel a special connection with them. 81 00:05:42,010 --> 00:05:44,980 And of course, it has to be genuine also. I 82 00:05:44,980 --> 00:05:48,200 think you can tell very clearly when someone is reading 83 00:05:48,200 --> 00:05:51,140 from a script or they have been trained to say 84 00:05:51,140 --> 00:05:54,980 certain things. So, it needs to come from the heart too. 85 00:05:56,610 --> 00:05:59,140 That makes lot of sense. It sounds from hearing you 86 00:05:59,140 --> 00:06:03,450 talk, an important part of it is not only listening 87 00:06:03,450 --> 00:06:07,930 to what they say but picking up cues on understanding 88 00:06:07,930 --> 00:06:10,770 what they're not saying and trying to fill in the 89 00:06:10,770 --> 00:06:13,540 blanks for other things that they might need to. Is 90 00:06:13,540 --> 00:06:19,760 that right? Yeah, absolutely. And we hire personalities like Jacob 91 00:06:20,070 --> 00:06:27,160 here, so... That's great. Well, I think that's really good 92 00:06:27,160 --> 00:06:31,980 advice here. So moving on to habit number two. One 93 00:06:31,980 --> 00:06:35,650 thing that I think anyone who works in customer service 94 00:06:36,770 --> 00:06:41,040 has dealt with is handling difficult customers. And handling difficult 95 00:06:41,040 --> 00:06:45,650 customers with finesse and treating them well is a real 96 00:06:45,650 --> 00:06:49,380 skill in and of itself. 95% of customers tell others 97 00:06:49,380 --> 00:06:52,420 about a bad experience. So, a customer that has a 98 00:06:52,420 --> 00:06:55,640 bad experiences is likely to complain about it. So, it 99 00:06:55,640 --> 00:06:58,560 makes it all the more important to be able to 100 00:07:01,110 --> 00:07:02,730 deal with the customer who might not be in the 101 00:07:02,730 --> 00:07:05,120 greatest mood or might not be in the greatest situation 102 00:07:05,120 --> 00:07:08,240 and try to get them to a good spot. So, 103 00:07:09,720 --> 00:07:15,760 Katarina, how does Sappa, as an organization, how do you 104 00:07:15,930 --> 00:07:19,990 train advisers to deal with frustrated customers, and what's your 105 00:07:19,990 --> 00:07:23,800 overall philosophy on helping customers who might be frustrated or 106 00:07:23,800 --> 00:07:28,180 in a bad place? First of all, we work with 107 00:07:28,180 --> 00:07:33,530 a professional coach. We worked with Jessica for several years. And 108 00:07:33,530 --> 00:07:36,390 she comes to our office every third week, not now, 109 00:07:36,440 --> 00:07:39,800 but now we do these digital, but she comes to 110 00:07:39,800 --> 00:07:43,470 the office every third week, and she trains and develops 111 00:07:43,470 --> 00:07:48,510 our advisors. And there's a really good relationship between this 112 00:07:48,510 --> 00:07:52,870 coach and our advisors. And it's a lot about listening 113 00:07:52,870 --> 00:07:57,140 to the customer and getting the customer to understand that 114 00:07:57,140 --> 00:08:01,310 we have a common goal with this conversation we're going 115 00:08:01,310 --> 00:08:04,370 in the same direction. So, we need to be on 116 00:08:04,370 --> 00:08:08,120 the same side. So, we work a lot with that. 117 00:08:08,440 --> 00:08:11,760 And then it's very interesting because there is a customer 118 00:08:11,760 --> 00:08:19,780 survey in Sweden, that's called Swedish... Quality Index. Yeah. Quality Index. Thank 119 00:08:19,780 --> 00:08:24,750 you. And we are the only company in telecom business 120 00:08:24,750 --> 00:08:29,850 that has a positive effect on with contact with the 121 00:08:29,850 --> 00:08:33,530 customers. So, for often when they call us, they could 122 00:08:33,530 --> 00:08:36,270 have a problem, or they can ask question, but although 123 00:08:36,540 --> 00:08:40,320 frustrated, they are very happy after they've been talking to 124 00:08:40,320 --> 00:08:43,559 us. And we are the only companies that has that. So, 125 00:08:44,420 --> 00:08:48,670 our advisors are very good at talking and listening and 126 00:08:48,670 --> 00:08:51,960 understanding and get on the same level, the same page 127 00:08:51,960 --> 00:08:55,950 as the customer. So, we train a lot, and they 128 00:08:55,950 --> 00:09:01,610 are helping each other also. Yep, that's great. And Jacob, how 129 00:09:01,610 --> 00:09:04,130 about you? You are on the front lines everyday dealing 130 00:09:04,130 --> 00:09:06,580 with customers. I'm sure you've had your fair share of 131 00:09:07,429 --> 00:09:13,910 experiences with customers that are not the happiest. Absolutely. What 132 00:09:13,910 --> 00:09:19,630 do you find that works best? I think mostly you 133 00:09:21,030 --> 00:09:24,050 have to make the customer just understand that you are 134 00:09:24,050 --> 00:09:30,270 on the same side. And here in this situation is 135 00:09:30,270 --> 00:09:35,190 probably the most important out of any situation to speak 136 00:09:35,190 --> 00:09:39,070 the same language as the customer. If he calls in 137 00:09:39,130 --> 00:09:42,809 and he's pissed off at Sappa, then I will be 138 00:09:42,880 --> 00:09:47,300 pissed off at Sappa too. And if he's pissed off 139 00:09:47,300 --> 00:09:49,300 with my colleague, I will also be pissed off with 140 00:09:49,300 --> 00:09:54,880 my colleague. And I will agree with him, and we 141 00:09:54,880 --> 00:09:58,830 will speak the same language. Of course, I won't throw 142 00:09:58,830 --> 00:10:02,570 anyone under the bus, not the company or my colleagues, 143 00:10:02,570 --> 00:10:07,380 but I think it's important to show the customers that 144 00:10:07,380 --> 00:10:10,630 we are not getting defensive when things are going wrong. 145 00:10:11,559 --> 00:10:15,590 We accept that things can go wrong, and we take 146 00:10:15,590 --> 00:10:20,540 responsibility in those situations. So, usually an angry customer, I 147 00:10:20,540 --> 00:10:24,760 usually try to take as a challenge. And the challenge 148 00:10:24,780 --> 00:10:28,890 is that before the customer hangs up, we are going 149 00:10:28,890 --> 00:10:31,570 to be on the same page, even if he didn't 150 00:10:31,570 --> 00:10:33,780 get as he wanted or I didn't get as I 151 00:10:33,780 --> 00:10:36,080 wanted, then we can still be on the same page 152 00:10:36,480 --> 00:10:40,150 and understand each other. And as soon as they start 153 00:10:40,150 --> 00:10:44,929 to realize that I am the solution to their problem, they 154 00:10:44,929 --> 00:10:48,070 usually start to bring their guard down, and they have 155 00:10:48,070 --> 00:10:52,280 a different attitude. So, it's just a matter of bringing 156 00:10:52,280 --> 00:10:58,540 their guard down and being on their side. So you really need 157 00:10:58,730 --> 00:11:02,179 to be able to demonstrate some empathy and show them 158 00:11:02,179 --> 00:11:08,170 that you not only understand logically what their problem is 159 00:11:08,429 --> 00:11:13,190 but that you feel for them. Right. Yeah. You are understanding 160 00:11:13,190 --> 00:11:19,520 where they're coming from emotionally. Yep. Yeah. That's great. Well, 161 00:11:19,520 --> 00:11:24,090 that's[crosstalk certainly[crosstalk 00:11: 20]... That was something that our customer was 162 00:11:24,280 --> 00:11:27,320 asking for. When Sappa was started, I wanted a warm and 163 00:11:27,320 --> 00:11:32,550 friendly supplier, and that's really what this guy started giving our customers. 164 00:11:34,650 --> 00:11:36,870 And you, Katarina. I'd love to hear you talk about that 165 00:11:37,150 --> 00:11:40,720 just a little bit more. Sappa has a really great reputation for being 166 00:11:40,720 --> 00:11:45,380 able to deliver customer service. Isn't that right? Yeah, that's 167 00:11:45,380 --> 00:11:50,179 right. We have been two years in a row, we 168 00:11:50,179 --> 00:11:57,690 have had the first place in the survey, like I 169 00:11:57,690 --> 00:12:01,440 told you before. And the customer thinks that we are 170 00:12:01,440 --> 00:12:05,700 really doing what we are saying in our corporate values. 171 00:12:05,960 --> 00:12:10,330 We are being friendly to the customers. We are listening. 172 00:12:10,330 --> 00:12:16,630 We are being the worker. We go the extra mile 173 00:12:16,679 --> 00:12:20,470 for the customers. So, we're really doing what we are 174 00:12:20,470 --> 00:12:25,020 saying in our values and our culture. We're really living 175 00:12:25,020 --> 00:12:28,950 the culture internally, and the customer can feel it all 176 00:12:28,950 --> 00:12:32,050 the way. So, that's nice. We actually have a good 177 00:12:34,130 --> 00:12:37,809 quotation from our CEO because he tells us on a 178 00:12:37,809 --> 00:12:43,390 regular basis to always think no corporate bullshit. And it's 179 00:12:43,390 --> 00:12:46,530 just funny to hear something like that from your CEO. 180 00:12:47,280 --> 00:12:53,710 It shows the difference in the values. Yeah. And I think customers 181 00:12:53,710 --> 00:12:58,920 can tell that difference too. And your reputation, I think, 182 00:12:58,920 --> 00:13:03,429 is known in Sweden as an organization that cares about 183 00:13:03,530 --> 00:13:06,059 customer service. And this leads us... I think it's a 184 00:13:06,059 --> 00:13:09,890 really great segue into the third habit, which is making 185 00:13:09,890 --> 00:13:12,429 sure that you recognize and reward agents for doing a 186 00:13:12,450 --> 00:13:17,610 good job. The CX heroes program is all about recognizing 187 00:13:17,670 --> 00:13:20,520 advisors and agents who go above and beyond to provide 188 00:13:20,520 --> 00:13:26,390 great service. And Jacob... Jacob, excuse me, congratulations on being 189 00:13:26,390 --> 00:13:30,530 named CX hero. We at Genesys are really excited to 190 00:13:30,530 --> 00:13:34,360 have you as a CX hero. And I think Sappa's 191 00:13:34,360 --> 00:13:39,070 reputation for great customer service was part of what led 192 00:13:39,070 --> 00:13:44,450 to the story that led to you becoming a CX 193 00:13:44,450 --> 00:13:47,030 hero. I would love to have you tell us your 194 00:13:47,030 --> 00:13:54,990 story that got you this honor. Yeah. Of course. We 195 00:13:54,990 --> 00:13:59,179 are always encouraged to help our customers as much as 196 00:13:59,179 --> 00:14:03,770 we can, even if they don't call and have a problem 197 00:14:03,770 --> 00:14:08,650 with our services, we always try to help them. And 198 00:14:08,870 --> 00:14:12,670 this time it was a customer that called, and I 199 00:14:12,670 --> 00:14:16,940 asked her to just normal, and he sounded a little 200 00:14:18,140 --> 00:14:20,930 shooked on the phone. And he was explaining to me 201 00:14:20,930 --> 00:14:23,560 that he was too scared to go out on his 202 00:14:23,560 --> 00:14:26,900 balcony here. He really needed help because he had find 203 00:14:26,900 --> 00:14:31,850 a wasp nest on a balcony, and he didn't want 204 00:14:31,850 --> 00:14:37,150 to go out. So, I didn't think... I thought it 205 00:14:37,150 --> 00:14:40,190 was a little bit strange that he called, but we 206 00:14:40,190 --> 00:14:44,180 are always encouraged to help them either way. And so, 207 00:14:44,180 --> 00:14:48,590 I was thinking what I would do myself in this 208 00:14:48,720 --> 00:14:54,070 situation. And I am very scared of wasps, so I 209 00:14:54,070 --> 00:15:01,680 could really feel his emotions. Sappa is not a pest 210 00:15:01,680 --> 00:15:08,600 control company at all. No, actually we're not. But he 211 00:15:08,600 --> 00:15:14,710 had found our phone number outside where he lives because 212 00:15:15,090 --> 00:15:18,130 we handled the TV. So when he found our number 213 00:15:18,130 --> 00:15:21,160 and, but he had called us before. So, the first 214 00:15:21,160 --> 00:15:25,150 thing I said to him was that" We are your 215 00:15:25,150 --> 00:15:29,540 TV supplier, just so And he said," Yeah. Yeah, I 216 00:15:29,540 --> 00:15:33,800 know. But you always answer, and I just panicked. So, 217 00:15:34,070 --> 00:15:37,750 I called you." So, then I just said," Of course, 218 00:15:37,750 --> 00:15:39,810 of course, we will help you." He counts on our 219 00:15:39,810 --> 00:15:43,260 help. We will give it to him. So, I started 220 00:15:43,260 --> 00:15:47,410 to look in on the internet for exterminator in this 221 00:15:47,410 --> 00:15:51,700 area, and I called the exterminator just to see if 222 00:15:51,700 --> 00:15:54,410 they are open and see if they could handle this 223 00:15:54,410 --> 00:15:59,250 type of business. And I called up the customer, and 224 00:15:59,250 --> 00:16:03,030 I transferred him to the exterminator so he could speak 225 00:16:03,030 --> 00:16:07,100 to them directly. And I don't know what happened after 226 00:16:07,100 --> 00:16:13,270 that, but I hope they helped him out. I love 227 00:16:13,270 --> 00:16:17,910 that story. And what a great example, Jacob, of you 228 00:16:18,480 --> 00:16:22,020 having the sense of empathy to understand and really feel 229 00:16:22,020 --> 00:16:25,010 what the customer is going through and to take action. 230 00:16:26,300 --> 00:16:31,730 So, not only that but the fact that you have 231 00:16:31,730 --> 00:16:35,570 contributed to a culture overall where Sappa has the reputation 232 00:16:35,570 --> 00:16:40,220 of that customer knew to call you because Sappa always 233 00:16:40,220 --> 00:16:43,990 answers and always helps to solve his problems, which I 234 00:16:43,990 --> 00:16:48,220 think speaks both individually to your work and also to 235 00:16:48,540 --> 00:16:51,440 the culture that Sappa has created. So, Katarina, I'd like 236 00:16:51,440 --> 00:16:55,440 to ask you what does Sappa do to create this 237 00:16:55,440 --> 00:16:59,930 culture and to help reward your advisors for delivering great 238 00:16:59,930 --> 00:17:05,660 service? Oh, we do a lot of things. As I 239 00:17:05,660 --> 00:17:11,609 told you before, we have this individual training very good for the customers, 240 00:17:11,750 --> 00:17:16,300 and also for the advisors, it's make them grow. Then 241 00:17:16,300 --> 00:17:20,840 we also encourage them to see possibilities inside the company. 242 00:17:20,840 --> 00:17:23,700 And we have a lot of advisors working in my 243 00:17:23,700 --> 00:17:29,760 IT sector or economy. So find new opportunities in the 244 00:17:29,760 --> 00:17:35,420 company. Then we also have something called Sappa awards. So, 245 00:17:35,420 --> 00:17:39,190 once a year, you have the chance to nominate your 246 00:17:39,190 --> 00:17:43,940 colleagues to Sappa awards. And there are different prices that 247 00:17:43,940 --> 00:17:48,990 you can win, like being the Sappa ambassador. Jacob is 248 00:17:49,230 --> 00:17:52,750 an example of being a Sappa ambassador you're going outside the 249 00:17:52,750 --> 00:17:57,010 box. You help someone, and you deliver every day, every 250 00:17:57,010 --> 00:17:59,940 hour when you are work. So, we have a lot 251 00:17:59,940 --> 00:18:03,500 of things that we'll do, and we even have the 252 00:18:03,500 --> 00:18:07,770 co- worker all the week and lots things that we 253 00:18:07,770 --> 00:18:13,320 do. That's great. So, Jacob, I have to ask you, 254 00:18:13,320 --> 00:18:16,330 is that the most unusual call that you've ever received 255 00:18:16,330 --> 00:18:21,250 or have you had calls that were even more unusual? 256 00:18:22,540 --> 00:18:28,270 I think probably the most in terms of what I 257 00:18:28,270 --> 00:18:32,220 needed to do in terms of helping him, it's probably 258 00:18:32,220 --> 00:18:39,540 the most outside of my comfort zone. But since we 259 00:18:39,540 --> 00:18:43,380 always encourage people to help the customer, no matter what, 260 00:18:43,570 --> 00:18:47,650 we have some of these calls pretty regularly where we 261 00:18:47,850 --> 00:18:52,330 go outside of our comfort zones to help them. We 262 00:18:52,330 --> 00:18:56,869 had even customers who calls from a rival company, they 263 00:18:56,869 --> 00:19:00,290 have a TV box from other company, and then we 264 00:19:00,290 --> 00:19:04,150 help them with their box because they could never get 265 00:19:04,150 --> 00:19:09,119 ahold of customer service. So, there's many situations like this, 266 00:19:09,119 --> 00:19:14,220 which just makes it very fun. So yeah, this was 267 00:19:14,220 --> 00:19:22,990 probably the most strange. That's a great one. We also 268 00:19:22,990 --> 00:19:28,260 have customer sending us picture on how the cable goes 269 00:19:28,260 --> 00:19:31,869 in their apartment. So, they follow the cable and send 270 00:19:31,869 --> 00:19:36,580 the picture all the way. And that's very interesting because 271 00:19:37,050 --> 00:19:41,640 a lot of pages with just photos of the cables. 272 00:19:45,270 --> 00:19:52,720 That does sound unusual. Yeah. Yeah. Well sort of following 273 00:19:52,720 --> 00:19:55,890 along the same topic here, the fourth habit is turning 274 00:19:55,890 --> 00:19:59,450 customers into brand advocates. As I think both of you 275 00:19:59,450 --> 00:20:03,910 just talked about great customer service and customer experiences create 276 00:20:05,910 --> 00:20:11,980 brand loyalty. So, what sort of strategies, Jacob, as an 277 00:20:11,980 --> 00:20:15,060 advisor dealing with customers every day, what sort of strategies 278 00:20:15,060 --> 00:20:18,380 do you use to nurture that relationship? To build those 279 00:20:18,380 --> 00:20:23,890 relationships with customers. To make them into more loyal customers 280 00:20:23,890 --> 00:20:29,760 and to deliver them the service that they need? Yeah. The 281 00:20:29,760 --> 00:20:32,900 thing is that I am in my role as a 282 00:20:32,900 --> 00:20:36,760 customer service agent, I am a hundred percent comfortable, and 283 00:20:36,760 --> 00:20:39,420 it's because I get encouraged to be genuine with the 284 00:20:39,420 --> 00:20:45,859 customers. They don't give me any scripts or anything. I 285 00:20:45,859 --> 00:20:48,690 have a free hand to talk how I want and 286 00:20:49,000 --> 00:20:52,550 to help the customer in what way I want. And 287 00:20:52,550 --> 00:20:56,400 it makes me comfortable in my role. And I think 288 00:20:56,400 --> 00:21:01,859 this is something that customers can tell and it makes 289 00:21:01,859 --> 00:21:05,060 a more comfortable situation for them too, because they feel 290 00:21:05,060 --> 00:21:09,160 like they can be equally genuine towards me. And they 291 00:21:09,160 --> 00:21:11,470 can talk to me just how they want. If they 292 00:21:11,470 --> 00:21:13,970 get angry, they can scream at me, and I will 293 00:21:13,970 --> 00:21:17,530 still treat them with respect. And even if they come 294 00:21:17,530 --> 00:21:20,030 in with a negative attitude and wants to complain, they 295 00:21:20,030 --> 00:21:24,530 still can make their voice heard. I will understand them. 296 00:21:24,530 --> 00:21:27,910 And I will say that I will send their thoughts 297 00:21:27,910 --> 00:21:31,700 to the right person and just to show them that 298 00:21:31,780 --> 00:21:35,130 no matter what, I will take their opinions serious and 299 00:21:36,420 --> 00:21:39,369 I will listen to what they have to say. And 300 00:21:39,369 --> 00:21:45,160 we also encourage our customers to speak up when they 301 00:21:45,160 --> 00:21:49,570 have opinions of us, whether if it's positive or negative 302 00:21:50,410 --> 00:21:55,950 because every month, we do a customer survey where they 303 00:21:55,950 --> 00:21:58,890 can just tell us what they think about us. And 304 00:21:58,890 --> 00:22:00,920 then we have an option where we ask them if 305 00:22:00,920 --> 00:22:04,710 it's okay that we contact them in terms of the 306 00:22:04,710 --> 00:22:09,340 survey they filled in. So, right then, we have many 307 00:22:09,340 --> 00:22:12,430 people who experienced problems, but maybe they were too scared 308 00:22:12,400 --> 00:22:15,010 to call, or they didn't have time. And they make 309 00:22:15,010 --> 00:22:18,320 their voice heard, and we make an effort to contact 310 00:22:18,320 --> 00:22:22,080 them and make our relationship better with them. And I 311 00:22:22,080 --> 00:22:26,900 think that makes them feel respected and listened to very 312 00:22:26,900 --> 00:22:33,080 much. That's great. Katarina, we'd love to hear your thoughts 313 00:22:33,080 --> 00:22:35,730 on this too because obviously Sappa has created a culture 314 00:22:35,730 --> 00:22:39,480 where nurturing customer relationships is important. What are your thoughts 315 00:22:39,480 --> 00:22:45,100 on this? As I said many times, our strategy is 316 00:22:45,100 --> 00:22:50,250 to deliver the most customer friendly services and to do 317 00:22:50,250 --> 00:22:55,840 that we take our calls in one minute and that's 318 00:22:55,840 --> 00:23:00,119 something that our customers love. And we also answer in person, so we don't have a... what do 319 00:23:03,500 --> 00:23:07,840 you call it? Button? Yeah, we don't measure how long 320 00:23:07,840 --> 00:23:16,290 we talk to the customers Yes, no,[inaudible. no[inaudible 00:23:13]. Oh yeah. Many 321 00:23:17,119 --> 00:23:20,930 customer services. When a customer calls, they have to press 322 00:23:20,930 --> 00:23:23,859 one to get to one of departments, or they have 323 00:23:23,859 --> 00:23:27,440 to press two to get to another department. We don't 324 00:23:27,440 --> 00:23:30,140 have anything like this when they call, they come directly to 325 00:23:30,140 --> 00:23:32,650 us, and can speak to us and we won't transfer 326 00:23:32,650 --> 00:23:35,940 them to some other place. We answer on every question. 327 00:23:36,730 --> 00:23:40,830 And that's very unique for a company in this business 328 00:23:41,580 --> 00:23:45,530 and then we also, like Jacob said, we don't measure 329 00:23:46,000 --> 00:23:49,310 the length of the conversation that the advisor has with 330 00:23:49,310 --> 00:23:53,580 the customer. So, it's a very good opportunity to create 331 00:23:53,700 --> 00:23:57,060 a relation with the customer. And that makes the customer 332 00:23:57,060 --> 00:24:01,210 feels unique and taken care of. And then we'll also 333 00:24:01,210 --> 00:24:06,640 do a fun thing. We write handwritten congratulations to all 334 00:24:06,640 --> 00:24:11,420 our customers that are turning 30, 40, 50 up to a 335 00:24:11,420 --> 00:24:14,550 hundred year. And when they turn 100, they get a 336 00:24:14,550 --> 00:24:19,609 special card and a little bit special treated. So, that's 337 00:24:19,930 --> 00:24:24,330 something unique that we do. But we also are very... 338 00:24:25,040 --> 00:24:29,080 it's very important to create the relation with the customer 339 00:24:29,080 --> 00:24:35,220 because that makes the customer absolutely feel unique. Absolutely. I 340 00:24:35,220 --> 00:24:39,270 love that. And I think that's a really great segue 341 00:24:39,270 --> 00:24:42,880 again, into our fifth habit, which is personalization. You talked 342 00:24:42,880 --> 00:24:46,420 about sort of recognizing birthdays for customers. So, the fifth 343 00:24:46,420 --> 00:24:50,670 habit here is getting personalization right for your customers. Just 344 00:24:50,670 --> 00:24:54,119 highlighting the statistic here." 79% of customers feel like a 345 00:24:54,119 --> 00:24:57,050 generic customer rather than a unique individual when they call 346 00:24:57,109 --> 00:25:01,119 in for customer service." I think what that shows us 347 00:25:01,119 --> 00:25:04,109 is that customers want personalization to be able to simplify 348 00:25:04,109 --> 00:25:07,670 the interactions that they have with businesses. And they're beginning 349 00:25:07,670 --> 00:25:10,540 to be introduced to new levels of personalization. So, when 350 00:25:10,540 --> 00:25:14,460 they call in or chat in or text in to 351 00:25:14,460 --> 00:25:18,680 customers, they're beginning to see ways that they can experience 352 00:25:18,680 --> 00:25:20,990 personalization and in a whole new way. And they're starting 353 00:25:21,280 --> 00:25:25,940 to expect that more and more from every organization. And 354 00:25:26,609 --> 00:25:29,490 a lot of those tools are making jobs for employees 355 00:25:29,890 --> 00:25:33,460 much better, being able to match agents and advisors to 356 00:25:33,460 --> 00:25:37,520 customers and situations that are more matched to their skills 357 00:25:37,520 --> 00:25:43,810 and availability, which allows agents and advisors to feel more 358 00:25:43,810 --> 00:25:46,980 successful. And to be able to handle situations with confidence, 359 00:25:46,980 --> 00:25:52,490 because they know they're matched with customers that they're going 360 00:25:52,490 --> 00:25:54,270 to be able to help more clearly because their skills 361 00:25:54,270 --> 00:25:55,780 are suited to it. So, I think there's a lot 362 00:25:55,780 --> 00:25:58,840 of really exciting things happening in this field. This is 363 00:25:58,840 --> 00:26:01,420 something that Genesys is really passionate about, and I know 364 00:26:01,760 --> 00:26:07,240 personalization is really important for Sappa. Jacob, talk a little 365 00:26:07,240 --> 00:26:12,020 bit about making that experience feel personal for customers and 366 00:26:12,020 --> 00:26:14,470 why it's important when you're talking with customers to make 367 00:26:14,470 --> 00:26:19,840 it feel personal for them. Yeah. I think it goes 368 00:26:19,840 --> 00:26:25,609 back to the strengths of a customer service worker that 369 00:26:25,830 --> 00:26:30,230 we talked about earlier, like being a good listener, for 370 00:26:30,230 --> 00:26:32,930 example, is something I think is very important for making 371 00:26:32,930 --> 00:26:37,280 the customer feel a unique because if you are a 372 00:26:37,280 --> 00:26:41,410 good listener and you are attentive and can pick up 373 00:26:41,760 --> 00:26:47,460 many details, then later on in the call, when you 374 00:26:47,460 --> 00:26:51,470 present your solution or the problem, you can present a 375 00:26:51,470 --> 00:26:56,240 more broad solution that fits more of the customer's needs, 376 00:26:56,740 --> 00:27:00,210 even things that maybe he or she didn't express to 377 00:27:00,210 --> 00:27:05,050 you at first. And I think that's makes them feel 378 00:27:05,410 --> 00:27:08,440 listened to it makes them feel like I'm not just 379 00:27:08,440 --> 00:27:10,730 sitting here and let them information come in here and 380 00:27:10,730 --> 00:27:13,540 out here, I take it in. I listened to it, 381 00:27:13,760 --> 00:27:18,100 and I tried to present my solution according to what 382 00:27:18,100 --> 00:27:23,340 needs she has. And also, I think it's like we 383 00:27:23,340 --> 00:27:26,869 talked about to speak the same language as the customer. 384 00:27:27,730 --> 00:27:29,560 If I'm talking to someone who is a little bit 385 00:27:29,609 --> 00:27:34,420 older, I usually speak slower and more clear so they 386 00:27:34,420 --> 00:27:37,450 can understand me. I might even use some old school 387 00:27:37,560 --> 00:27:42,210 words. If I'm talking to someone younger, I talk a 388 00:27:42,210 --> 00:27:44,890 little bit faster. Maybe use some slang words here and 389 00:27:44,890 --> 00:27:49,730 there. And then I think this makes them feel more 390 00:27:49,730 --> 00:27:56,609 comfortable and it also makes them feel respected, I think. 391 00:27:57,480 --> 00:28:01,180 That's really great advice. I think that makes a lot 392 00:28:01,180 --> 00:28:06,130 of sense and shows real connectivity. Katarina, why is it 393 00:28:06,130 --> 00:28:12,440 important for Sappa to create those personalized experiences for customers? 394 00:28:12,460 --> 00:28:15,230 You talked a little bit before about things like sending 395 00:28:15,230 --> 00:28:19,190 birthday greetings that's obviously a core part of your culture. 396 00:28:19,890 --> 00:28:26,330 Why is that something that's important? It's important to Sappa because that's the kind 397 00:28:26,560 --> 00:28:30,220 of company we would like to be when Sappa was 398 00:28:30,220 --> 00:28:34,119 started. Like, I told you, asking the customers what kind 399 00:28:34,119 --> 00:28:39,330 of supplier they wanted. And this was a place on 400 00:28:39,330 --> 00:28:42,340 the market that was free to be a warm and 401 00:28:42,340 --> 00:28:47,250 friendly company and give the best customer service. So, that's 402 00:28:47,250 --> 00:28:50,530 very important for us that the customer really feels that 403 00:28:50,530 --> 00:28:54,620 we are not just treating them like customers, but they 404 00:28:54,620 --> 00:28:58,890 are our friends and, we are interested in them when 405 00:28:58,890 --> 00:29:01,420 we talk to them, we are not just interested in 406 00:29:02,400 --> 00:29:08,940 solving the problem and the conversation. Like you heard Jacob 407 00:29:09,220 --> 00:29:13,360 asking before," What team do you cheer for?" That's something 408 00:29:13,360 --> 00:29:16,970 that I often hear when our advisors talks to the 409 00:29:16,970 --> 00:29:21,940 customer." What football team do you cheer for?" And," What 410 00:29:22,190 --> 00:29:23,930 is the name of your dog?" If you hear a 411 00:29:23,930 --> 00:29:27,760 dog barking. So, they are really interested in the company 412 00:29:27,760 --> 00:29:31,540 and that creates a good feeling for the customer. Absolutely. 413 00:29:32,260 --> 00:29:36,450 And it's also make the job much more fun, I 414 00:29:36,450 --> 00:29:39,960 think[inaudible 00:29: 36]. Yeah. Absolutely. It makes it much more 415 00:29:39,960 --> 00:29:44,750 fun than you get more and comfortable yourself. And you feel 416 00:29:44,750 --> 00:29:47,610 like you are not forced to be at work. I 417 00:29:47,610 --> 00:29:52,520 can be myself. And the biggest receipt that we get 418 00:29:53,060 --> 00:29:58,010 from our customer is because we mentioned the survey that 419 00:29:58,010 --> 00:30:01,310 we were voted the best customer service two years straight 420 00:30:02,170 --> 00:30:05,490 at the Swedish Quality Index. And this is actually the 421 00:30:05,520 --> 00:30:10,610 biggest customer service in Sweden. So, it's the customers themselves 422 00:30:10,640 --> 00:30:16,290 that give rates on everything from a service to technology, 423 00:30:16,290 --> 00:30:20,690 to how you are as a brand. They vote on 424 00:30:20,690 --> 00:30:24,290 everything. And it's a very big thing. So, it's the 425 00:30:24,290 --> 00:30:28,210 customer's own words that we are the best in customer 426 00:30:28,210 --> 00:30:32,490 service and two years straight. That's great. And boy, that's 427 00:30:32,490 --> 00:30:37,040 the best endorsement you can get. And I loved hearing 428 00:30:37,040 --> 00:30:42,770 both of you talk about, not only does this make 429 00:30:42,770 --> 00:30:46,220 the customers feel more comfortable. So not only is personalization 430 00:30:46,220 --> 00:30:49,270 important to make them feel comfortable. But Jacob, hearing you 431 00:30:49,270 --> 00:30:51,900 talk about the fact that it makes you enjoy your 432 00:30:51,960 --> 00:30:54,600 job more. Right? You feel like you are able to 433 00:30:54,600 --> 00:30:59,330 be yourself. It speaks to the strong, strong benefits of 434 00:30:59,830 --> 00:31:05,980 being able to connect with customers in that way.[crosstalk And it's really great[crosstalk 00:31: 435 00:31:05,980 --> 00:31:11,440 05]- Looking at how we working, we always make it 436 00:31:11,440 --> 00:31:15,070 like a team. It's very important to have a team 437 00:31:15,070 --> 00:31:18,840 feeling in the company. So, it's not me, myself, or 438 00:31:18,840 --> 00:31:23,440 I. It's the team that's important. And that's also a 439 00:31:23,440 --> 00:31:26,910 way to make it feel good for the customer. You 440 00:31:26,910 --> 00:31:31,540 always have someone to ask, or that could help you 441 00:31:31,540 --> 00:31:35,440 if you have a problem with the customer or the 442 00:31:35,440 --> 00:31:39,240 customer's problem, you always have someone to support you. Yeah. 443 00:31:39,240 --> 00:31:46,650 Everyone is willing to help. Yeah.[crosstalk 00:31: 43]- That's fantastic. Yeah. That's great. 444 00:31:47,360 --> 00:31:51,380 Well, it's been so great, Katarina and Jacob, getting your thoughts 445 00:31:51,380 --> 00:31:55,110 on the importance of delivering great customer service and great 446 00:31:55,110 --> 00:32:00,060 customer experience. Just going through our summary here, kind of 447 00:32:00,320 --> 00:32:03,330 the key points here, making sure you hire the right 448 00:32:03,330 --> 00:32:05,530 type of people for your business and provide them with 449 00:32:05,530 --> 00:32:10,340 the proper training. customer service can be tough, and it's 450 00:32:10,340 --> 00:32:14,540 important to reward your agents and advisors. And it's important 451 00:32:14,680 --> 00:32:17,990 that customer experience and customer service work together to create 452 00:32:17,990 --> 00:32:21,330 brand loyalty. And we just talked about the fact that 453 00:32:21,330 --> 00:32:26,700 using personalization to improve customer experiences is key. It's not 454 00:32:26,700 --> 00:32:29,650 just about delivering more ads. But it's about really connecting 455 00:32:29,650 --> 00:32:33,670 and making those customers feel comfortable and making employees feel 456 00:32:33,670 --> 00:32:37,240 more rewarded in their jobs and leading to more customer 457 00:32:37,240 --> 00:32:44,340 loyalty, which is really, really important. So, if you have 458 00:32:44,340 --> 00:32:47,590 listened to this and you're inspired as someone who is 459 00:32:47,590 --> 00:32:49,460 in customer service, and you've got a story that you 460 00:32:49,460 --> 00:32:52,510 want to share, or if you work with someone that 461 00:32:52,510 --> 00:32:56,080 you believe is worthy of being nominated as a CX hero, 462 00:32:56,080 --> 00:32:59,740 we encourage you to nominate, be part of the program, 463 00:32:59,740 --> 00:33:04,440 be recognized as CX hero just as Jacob was. So, I 464 00:33:04,440 --> 00:33:08,840 want to thank everybody for joining us. Here's our details 465 00:33:08,840 --> 00:33:11,760 right here. You can reach out via our website or 466 00:33:11,760 --> 00:33:15,510 give us a call or contact Jill. genesys. com, 467 00:33:15,510 --> 00:33:19,330 and she can get your nomination in. But Jacob and 468 00:33:19,560 --> 00:33:21,310 Katarina, I want to say thank you so much for 469 00:33:21,310 --> 00:33:24,870 joining us on this webinar. I think your thoughts were really 470 00:33:25,100 --> 00:33:28,710 great to get, and I think inspiring to me and hopefully inspiring 471 00:33:28,710 --> 00:33:30,880 to everybody that listened. So, thank you both so much 472 00:33:30,880 --> 00:33:35,400 for joining. Thank you. Thank you very much. We had a very good time. Yeah. It 473 00:33:35,400 --> 00:33:38,960 was fun. Absolutely. It was a lot of fun. Thank 474 00:33:38,960 --> 00:33:43,240 you so much and thanks everybody for listening. Thank you. Bye.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" ar_status="dynamic" cms_hold="RG" cid_id="7011T000001t7axQAA"] Meet the Speakers Katarina Cervell Kultur Coach AB Sappa, Sweden Jacob Dalnäs Sales Representative AB Sappa, Sweden John Munyan Vice President, Brand Messaging Genesys Webinar Bytes Five successful habits of a CX Hero [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Parity is a challenge in business. When competing brands can’t create true differentiation, they struggle to stand out in customers’ minds. And in the telecom business — where the products vary little — parity is commonplace. But not for AB Sappa, the Swedish telecom company. In an industry where most products are the same, AB Sappa has found a way to differentiate itself – and it’s not with product, but with service… customer service. That’s a philosophy that is practiced company-wide and encouraged by giving all customer service representatives the power to be creative and do what’s necessary to solve problems. The results are impressive. Since putting customer service at the heart of what they do, AB Sappa has been ranked highest in customer service among all telecom companies in Sweden — two years running. With the support of a customer-centric organization and the right tools, all the AB Sappa customer service representatives are equipped with everything necessary to make each customer experience amazing. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Katarina Cervell Kultur Coach AB Sappa, Sweden Jacob Dalnäs Sales Representative AB Sappa, Sweden John Munyan Vice President, Brand Messaging Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,689 The first habit is establishing a set of skills that 2 00:00:02,689 --> 00:00:05,210 every agent should have. And as you see on this slide 3 00:00:05,210 --> 00:00:08,360 here, we have listed 10 skills that we at Genesys 4 00:00:08,360 --> 00:00:11,460 feel are really important skills. These are certainly not every 5 00:00:11,460 --> 00:00:16,230 skill, but this is a really good, basic set of 6 00:00:16,230 --> 00:00:19,160 skills that we think are important. So, as you have a 7 00:00:19,160 --> 00:00:23,530 chance to look at this Katarina from your point of 8 00:00:23,530 --> 00:00:26,860 view, which two of these skills do you think are 9 00:00:26,860 --> 00:00:30,860 the most important to providing good customer service? Or if 10 00:00:30,860 --> 00:00:32,469 you see a skill that's not on here, is there 11 00:00:32,469 --> 00:00:37,000 something that's missing here that you think is an important skill? Yeah, 12 00:00:37,000 --> 00:00:41,530 I would like to choose all of them, but I 13 00:00:41,530 --> 00:00:45,510 would like to keep it to a smaller[ inaudible 00: 14 00:00:45,520 --> 00:00:49,180 02: 55]. In order to reach our vision, that is 15 00:00:49,180 --> 00:00:52,730 to be the most customer- friendly company, I think that 16 00:00:52,730 --> 00:00:57,150 it's very important that advisors like Jacob is a good 17 00:00:57,150 --> 00:01:03,290 listener to the customer and also to be assertiveness to 18 00:01:03,290 --> 00:01:09,150 the customer's needs and also get on the same level 19 00:01:09,210 --> 00:01:12,780 as the customer. So, that's very important, but I think 20 00:01:12,780 --> 00:01:16,380 the most important thing for us is that our advisors 21 00:01:16,380 --> 00:01:22,180 are genuine and themselves because that's creates a relation with 22 00:01:22,180 --> 00:01:27,260 the customer and that's very, very important for us. Yeah. 23 00:01:27,260 --> 00:01:29,810 That makes a lot of sense. That authentic bond with 24 00:01:29,810 --> 00:01:32,490 a customer that lets them know that you're truly listening 25 00:01:32,490 --> 00:01:34,950 to them and you truly understand where they're coming from. 26 00:01:36,920 --> 00:01:40,430 Yeah. Yeah. Jacob, what about you? You are talking to 27 00:01:40,430 --> 00:01:44,360 customers all the time. Looking at this list here, which 28 00:01:44,360 --> 00:01:50,230 two skills are most important? I think I put the 29 00:01:50,230 --> 00:01:53,590 two of them together as one actually, and it's listening 30 00:01:53,590 --> 00:01:57,150 and attentiveness. I put this one because I think they 31 00:01:57,150 --> 00:02:00,950 go kind of hand in hand. I think it's very 32 00:02:00,950 --> 00:02:05,530 important to listen and to also pay attention because then 33 00:02:05,530 --> 00:02:08,690 you can pick up the things that the customer is 34 00:02:09,020 --> 00:02:14,070 maybe not telling you because, in my experience, they don't 35 00:02:14,070 --> 00:02:18,460 give their every need at once when they call you 36 00:02:18,460 --> 00:02:21,110 because they might be nervous or they have waited for 37 00:02:21,120 --> 00:02:25,639 a long time. So, it's about reading the signals and 38 00:02:25,650 --> 00:02:29,480 just listening and paying attention to what they say. And 39 00:02:29,480 --> 00:02:33,420 then you can find many more needs than the one 40 00:02:33,510 --> 00:02:38,100 recent, that they are calling you. And after that, it's 41 00:02:38,410 --> 00:02:43,760 resourcefulness that I took because when you listen and you 42 00:02:44,389 --> 00:02:47,520 find all the things that the customer needs, then you 43 00:02:47,520 --> 00:02:51,430 also need to be creative to solve the issue. Because 44 00:02:51,660 --> 00:02:55,320 many times it's might not be our services that is 45 00:02:55,500 --> 00:02:59,460 the best solution for the customer. It might be something 46 00:02:59,460 --> 00:03:01,970 else. So, you will have to be creative and see 47 00:03:03,740 --> 00:03:08,120 in what way you can help the customer. And I 48 00:03:08,120 --> 00:03:12,579 also want to agree with Katarina on being on the 49 00:03:12,579 --> 00:03:16,170 same level as the customer is important like you speak 50 00:03:16,170 --> 00:03:19,850 the same language. And so you kind of have to 51 00:03:19,850 --> 00:03:25,720 be like a chameleon. You have to adapt to who you 52 00:03:25,720 --> 00:03:29,310 talk to and speak their language. So they understand you 53 00:03:29,310 --> 00:03:32,210 and that you feel a special connection with them. And 54 00:03:32,210 --> 00:03:35,240 of course, it has to be genuine also. I think 55 00:03:35,240 --> 00:03:38,430 you can tell very clearly when someone is reading from 56 00:03:38,430 --> 00:03:41,560 a script or they have been trained to say certain 57 00:03:41,560 --> 00:03:42,070 things. [this_page_title] [cutoff co_thick="2px"]The contact cener has changed - we're now using AI connecting via digital, emphasizing personalization in working to reduce customer effort. It is time for our metrics to catch up! View this webinar as we reveal how to build a performance management strategies outlined with that with what customers, space agents and businesses really need in today's era. You'll know how to set the right metrics, develop the right coaching, select the right technology and build the right customer journey[mktoform cta_header="View On-Demand" cta_button="Watch now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t8HSQAY" url="https://www.genesys.com/campaign/new-standards-for-contact-center-performance-thank-you" ar_url="https://www.genesys.com/campaign/new-standards-for-contact-center-performance-thank-you"] Best Practice Webinar Managing change: From on-premises to cloud [cutoff co_thick="2px"][webinarschedulesingle]Moving from an existing on-premises contact center solution to a modern cloud architecture doesn’t have to be intimidating. A smart change management strategy lets you identify potential stumbling blocks and prepare to reach your organization’s goals. Join Genesys strategic business consultant Jodi Thompson for a roundtable discussion with Genesys customers who have been there and done that. You’ll learn: Essential components of managing change before, during and after a move to new contact center technology Lessons learned including what customers wished they had done differently How personalized migration plans and the Genesys team made it easier to navigate change Better customer and employee experiences await. Take the next step by registering today.[cutoff co_thick="2px"]1 00:00:04,850 --> 00:00:06,630 Good morning, evening and afternoon 2 00:00:06,630 --> 00:00:08,100 everyone. My name is Josh 3 00:00:08,100 --> 00:00:09,060 Reed and I'm going to 4 00:00:09,060 --> 00:00:10,140 be one of the moderators 5 00:00:10,140 --> 00:00:12,120 for today's presentation and let 6 00:00:12,120 --> 00:00:12,780 me be the first to 7 00:00:12,910 --> 00:00:13,880 welcome you to our on 8 00:00:13,880 --> 00:00:16,570 demand webinar, managing change from 9 00:00:16,570 --> 00:00:19,190 on premises to cloud. As 10 00:00:19,190 --> 00:00:19,950 per usual, I'm going to 11 00:00:19,950 --> 00:00:21,010 keep this short and sweet, 12 00:00:21,010 --> 00:00:21,500 but we do have a 13 00:00:21,500 --> 00:00:22,910 couple of housekeeping items I 14 00:00:22,910 --> 00:00:23,820 want to cover before we 15 00:00:23,820 --> 00:00:25,700 get started. First off, if 16 00:00:25,700 --> 00:00:27,510 you experience any problems viewing 17 00:00:27,510 --> 00:00:29,130 or listening to today's presentation, 18 00:00:29,400 --> 00:00:30,630 refresh your browser and make 19 00:00:30,630 --> 00:00:31,310 sure that it's up to 20 00:00:31,310 --> 00:00:33,240 date to support HTML5 as 21 00:00:33,240 --> 00:00:34,710 this usually fixes any console 22 00:00:34,710 --> 00:00:36,270 issues. It also might help 23 00:00:36,270 --> 00:00:36,980 to switch over to something 24 00:00:37,250 --> 00:00:39,100 like Chrome or Mozilla Firefox 25 00:00:39,100 --> 00:00:40,210 as well, as these are 26 00:00:40,210 --> 00:00:41,520 the best browsers to support 27 00:00:41,520 --> 00:00:44,640 the Webcast platform. And also 28 00:00:44,640 --> 00:00:45,830 note that we encourage you 29 00:00:45,830 --> 00:00:47,410 to submit questions to the Q& 30 00:00:47,730 --> 00:00:48,620 A window in the top 31 00:00:48,670 --> 00:00:49,870 middle of your screen, although 32 00:00:49,870 --> 00:00:50,820 this is an on demand 33 00:00:50,820 --> 00:00:52,690 recording, we will gather your 34 00:00:52,690 --> 00:00:54,210 questions after the fact and 35 00:00:54,210 --> 00:00:55,770 respond as promptly as we 36 00:00:55,770 --> 00:00:56,810 can within the next few 37 00:00:56,810 --> 00:00:58,160 business days. So if you hear 38 00:00:58,160 --> 00:00:59,590 anything throughout the presentation you 39 00:00:59,590 --> 00:01:00,520 want to learn more about, 40 00:01:00,520 --> 00:01:01,730 be sure to throw those questions 41 00:01:01,730 --> 00:01:04,150 in there. Also note that 42 00:01:04,190 --> 00:01:05,570 this is on demand, so you 43 00:01:05,570 --> 00:01:08,110 have full playback capabilities. If 44 00:01:08,110 --> 00:01:09,230 you miss anything, need to 45 00:01:09,230 --> 00:01:10,680 stop and take a meeting 46 00:01:10,680 --> 00:01:11,700 or anything like that, that's 47 00:01:11,700 --> 00:01:13,660 completely fine. You can pause, 48 00:01:13,660 --> 00:01:14,970 come back later, it's all 49 00:01:14,970 --> 00:01:18,220 up to your convenience. As 50 00:01:18,220 --> 00:01:19,500 I said, short and sweet. 51 00:01:20,020 --> 00:01:21,670 So I'm excited to introduce 52 00:01:21,670 --> 00:01:23,470 our panel today. We have 53 00:01:23,470 --> 00:01:25,360 my partner in crime here, 54 00:01:25,360 --> 00:01:26,830 Jody Thompson, she is going 55 00:01:26,830 --> 00:01:27,680 to be one of the 56 00:01:27,680 --> 00:01:29,490 moderators for today's- Presentation. She's 57 00:01:29,490 --> 00:01:31,800 the Senior Principal Business Consultant 58 00:01:31,800 --> 00:01:33,370 here at Genesys. We also 59 00:01:33,370 --> 00:01:35,450 have Laurie Bachland, the President 60 00:01:35,450 --> 00:01:37,410 of Strategic Contact. As well 61 00:01:37,410 --> 00:01:39,300 as two of our special 62 00:01:39,300 --> 00:01:40,970 customers from Coke Business Solutions. 63 00:01:40,970 --> 00:01:42,470 We have Julie Hopkins, the 64 00:01:42,470 --> 00:01:44,730 Project Manager and Dean the 65 00:01:44,730 --> 00:01:47,370 Platform Architect. So with all 66 00:01:47,370 --> 00:01:48,800 that being said, I'm actually 67 00:01:48,800 --> 00:01:50,210 going to hand things off to 68 00:01:50,210 --> 00:01:51,400 Jody today to kick off 69 00:01:51,480 --> 00:01:53,150 the conversation. Jody, the floor 70 00:01:53,150 --> 00:01:55,980 is yours. Thank you. Hi 71 00:01:55,980 --> 00:01:57,310 everyone, great to see you 72 00:01:57,640 --> 00:01:59,550 again. So let's talk about 73 00:01:59,550 --> 00:02:01,050 change. First of all, what 74 00:02:01,050 --> 00:02:01,780 I wanted to do is 75 00:02:01,870 --> 00:02:03,660 kick things off regarding level 76 00:02:03,660 --> 00:02:05,720 setting, what change management is. 77 00:02:05,720 --> 00:02:07,740 So change management is about 78 00:02:07,740 --> 00:02:11,090 ensuring individuals and organizational adoption 79 00:02:11,090 --> 00:02:13,710 of new technology. Also, about 80 00:02:13,770 --> 00:02:16,580 adoption of processes, roles, culture, 81 00:02:16,780 --> 00:02:18,110 all of that that comes 82 00:02:18,110 --> 00:02:20,130 with a contact center migration. 83 00:02:20,690 --> 00:02:22,500 So whether change is perceived 84 00:02:22,500 --> 00:02:24,730 as simple or complex, anticipating, 85 00:02:24,820 --> 00:02:26,240 preparing and manning for change 86 00:02:26,240 --> 00:02:28,410 is essential to any organization 87 00:02:28,410 --> 00:02:30,770 as we've discussed. One of 88 00:02:30,770 --> 00:02:31,750 the... I'm sorry, two of 89 00:02:31,830 --> 00:02:32,990 the top questions I hear 90 00:02:32,990 --> 00:02:36,520 from customers is" Why do 91 00:02:36,520 --> 00:02:37,820 change management in the first 92 00:02:37,820 --> 00:02:39,450 place?" And also, " How do 93 00:02:39,450 --> 00:02:41,570 other companies do change management?" 94 00:02:41,910 --> 00:02:44,050 So for today's conversation and 95 00:02:44,050 --> 00:02:45,500 we've talked about it before, 96 00:02:45,630 --> 00:02:46,390 we want to get your 97 00:02:46,390 --> 00:02:48,500 feedback and your insight. So 98 00:02:48,500 --> 00:02:49,420 I'm going to kick things 99 00:02:49,420 --> 00:02:51,470 over first to Laurie, and 100 00:02:51,470 --> 00:02:53,380 ask Laurie and then Julie, 101 00:02:53,920 --> 00:02:55,470 can you share with us 102 00:02:56,180 --> 00:02:59,050 what... about what change management 103 00:02:59,050 --> 00:03:01,970 means to you? Yeah. Thank 104 00:03:01,970 --> 00:03:06,360 you... It's one of my 105 00:03:06,360 --> 00:03:08,300 favorite topics. I got trained 106 00:03:08,300 --> 00:03:09,150 in it a long time 107 00:03:09,150 --> 00:03:10,720 ago and get to apply it 108 00:03:10,720 --> 00:03:12,130 on projects all the time 109 00:03:12,130 --> 00:03:13,230 as a consultant, I've worked 110 00:03:13,230 --> 00:03:13,980 with a lot of different 111 00:03:13,980 --> 00:03:16,450 companies. When I'm helping clients 112 00:03:16,450 --> 00:03:17,970 understand what we're talking about 113 00:03:17,970 --> 00:03:19,660 with change management, we say 114 00:03:19,660 --> 00:03:21,080 it's concepts and tools. Everyone 115 00:03:21,570 --> 00:03:23,670 understands that project management concept, 116 00:03:24,080 --> 00:03:25,710 but this is about helping, 117 00:03:25,710 --> 00:03:27,640 as you said, individuals and 118 00:03:27,640 --> 00:03:29,480 groups change. I like to 119 00:03:29,480 --> 00:03:30,160 think of it as a 120 00:03:30,160 --> 00:03:31,640 journey. Any project you're on 121 00:03:31,710 --> 00:03:33,230 a journey, and you want 122 00:03:33,230 --> 00:03:35,040 to bring everybody along successfully 123 00:03:35,040 --> 00:03:37,050 to that target destination, and 124 00:03:37,550 --> 00:03:38,350 you're going to hit some 125 00:03:38,350 --> 00:03:39,320 bumps. You're going to have 126 00:03:39,320 --> 00:03:40,900 some detours along the way 127 00:03:41,170 --> 00:03:42,730 and change management really helps 128 00:03:42,730 --> 00:03:44,790 everybody adjust and adapt as 129 00:03:44,790 --> 00:03:45,760 you go on that journey, 130 00:03:45,760 --> 00:03:47,110 and still hopefully end up 131 00:03:47,110 --> 00:03:48,420 at the right place together 132 00:03:48,420 --> 00:03:49,780 and able to get the 133 00:03:49,780 --> 00:03:52,410 benefits of that change. Good. 134 00:03:52,800 --> 00:03:54,330 Laurie, what's your insight to 135 00:03:54,400 --> 00:03:58,410 share? Yeah, thanks Laurie and so 136 00:03:58,660 --> 00:03:59,540 when I look at change 137 00:03:59,540 --> 00:04:01,420 management, I kind of... well 138 00:04:01,420 --> 00:04:02,680 I'm a project manager, so 139 00:04:02,680 --> 00:04:03,440 I view it from a 140 00:04:03,440 --> 00:04:05,870 project management and customer perspective. 141 00:04:06,430 --> 00:04:07,810 So anytime there is a 142 00:04:07,810 --> 00:04:09,860 project, there will be organizational 143 00:04:09,860 --> 00:04:11,620 changes that'll have to be 144 00:04:11,620 --> 00:04:13,100 thought through from a customer 145 00:04:13,100 --> 00:04:15,420 perspective and to Laurie's point, 146 00:04:15,420 --> 00:04:17,040 it's about identifying that bunch 147 00:04:17,040 --> 00:04:19,330 of people in a project. 148 00:04:19,330 --> 00:04:20,460 We call those the stake 149 00:04:20,460 --> 00:04:21,850 holders, and getting them bought 150 00:04:21,850 --> 00:04:23,640 into that vision and why 151 00:04:23,640 --> 00:04:24,960 the change is needed in 152 00:04:24,960 --> 00:04:26,440 determining the plan on how 153 00:04:26,440 --> 00:04:27,900 to get them to that 154 00:04:28,730 --> 00:04:30,570 desired state. So I feel 155 00:04:30,570 --> 00:04:32,150 like if you can create 156 00:04:32,150 --> 00:04:33,720 a framework or guard rails 157 00:04:33,720 --> 00:04:35,900 around that process, that really 158 00:04:35,900 --> 00:04:38,160 is very beneficial for organizations 159 00:04:38,160 --> 00:04:39,430 to be able to obtain 160 00:04:39,800 --> 00:04:40,680 and get to the goals 161 00:04:40,680 --> 00:04:43,790 of change management. Okay great. 162 00:04:43,790 --> 00:04:45,330 So we heard some keywords 163 00:04:45,330 --> 00:04:46,960 such as guardrails, which I 164 00:04:46,960 --> 00:04:48,620 really like that phrase and 165 00:04:48,980 --> 00:04:50,390 everything that was shared so 166 00:04:50,390 --> 00:04:52,020 far. But let's talk about 167 00:04:52,020 --> 00:04:54,130 real world experiences, so Dean, 168 00:04:54,730 --> 00:04:55,530 we'd like to hear from 169 00:04:55,530 --> 00:04:57,260 you regarding change management, but 170 00:04:57,260 --> 00:04:58,180 first, can you give us 171 00:04:58,180 --> 00:04:58,930 a little bit of a 172 00:04:58,930 --> 00:05:00,920 background as to what exactly 173 00:05:00,920 --> 00:05:02,430 what was driving change at 174 00:05:02,830 --> 00:05:05,130 Coke Global Solutions and address 175 00:05:05,130 --> 00:05:07,070 why change management became such 176 00:05:07,070 --> 00:05:08,620 an essential part of your 177 00:05:08,620 --> 00:05:10,880 organization. So if you'd like, 178 00:05:11,160 --> 00:05:12,290 I will push forward that 179 00:05:12,290 --> 00:05:14,410 first slide and you can 180 00:05:14,700 --> 00:05:17,180 give us some background. Sure. 181 00:05:18,160 --> 00:05:19,700 So yeah, we were doing 182 00:05:19,700 --> 00:05:21,340 a couple of things with 183 00:05:21,340 --> 00:05:22,600 this project. So I was 184 00:05:22,800 --> 00:05:24,180 obviously the technical resource for 185 00:05:24,180 --> 00:05:25,640 the project and Joy was 186 00:05:25,640 --> 00:05:27,610 my PM that coordinated the 187 00:05:29,820 --> 00:05:34,810 project. This particular piece of 188 00:05:34,810 --> 00:05:35,760 the project was part of 189 00:05:35,800 --> 00:05:36,870 I guess a program, which 190 00:05:36,870 --> 00:05:38,110 was a larger effort to 191 00:05:39,030 --> 00:05:40,580 bring Coke forward off of 192 00:05:40,580 --> 00:05:42,520 premise based infrastructure, some pretty 193 00:05:42,520 --> 00:05:44,010 common infrastructure. I think a lot of people 194 00:05:44,010 --> 00:05:46,050 will recognize and get into 195 00:05:47,290 --> 00:05:52,290 cloud services platform, Genesys being 196 00:05:52,290 --> 00:05:53,190 one of those. It was 197 00:05:53,190 --> 00:05:55,260 several things going on, but 198 00:05:55,260 --> 00:05:58,850 Genesys was obviously the focus 199 00:05:59,110 --> 00:06:00,190 that I had. So what 200 00:06:01,620 --> 00:06:03,780 this slide illustrates the larger 201 00:06:03,780 --> 00:06:05,320 footprint that we have for 202 00:06:05,320 --> 00:06:08,020 Coke Global Services that we 203 00:06:08,020 --> 00:06:10,690 provide to our customers to 204 00:06:10,690 --> 00:06:13,210 contact service contact center capability. 205 00:06:13,990 --> 00:06:15,100 These are some of the 206 00:06:15,720 --> 00:06:18,200 sister companies that we support 207 00:06:18,200 --> 00:06:19,550 in that effort. The next 208 00:06:19,550 --> 00:06:20,490 slide is the one that 209 00:06:20,680 --> 00:06:22,530 illustrates the actual project that 210 00:06:23,260 --> 00:06:24,650 Julie and I had worked on, 211 00:06:25,930 --> 00:06:27,570 and what we were doing 212 00:06:27,570 --> 00:06:29,360 with this piece of that 213 00:06:29,360 --> 00:06:33,110 larger project was consolidating two... 214 00:06:33,770 --> 00:06:35,060 up to that point, consolidating 215 00:06:35,060 --> 00:06:37,020 two separate workflows, one being 216 00:06:37,020 --> 00:06:38,220 HR and one being IT. 217 00:06:39,710 --> 00:06:42,840 Traditional inbound contact centers, pretty 218 00:06:42,840 --> 00:06:46,390 standard stuff. The HR... excuse 219 00:06:46,390 --> 00:06:47,740 me, the IT portion of 220 00:06:47,740 --> 00:06:49,230 that was already semi global. 221 00:06:49,230 --> 00:06:50,930 We had offices in Singapore 222 00:06:50,930 --> 00:06:53,100 and China, and as part 223 00:06:53,100 --> 00:06:54,510 of this project, we opened 224 00:06:54,520 --> 00:06:56,780 up three new offices all at 225 00:06:56,810 --> 00:06:58,340 the same time migrating them 226 00:06:58,420 --> 00:07:01,470 onto Pure Cloud, which I 227 00:07:01,470 --> 00:07:02,960 guess is now Genesys Cloud. 228 00:07:03,720 --> 00:07:04,880 So there was quite a 229 00:07:04,880 --> 00:07:07,260 bit of change going on 230 00:07:07,730 --> 00:07:08,440 as we went through that. 231 00:07:11,200 --> 00:07:12,600 With that change, what was one of the things 232 00:07:13,320 --> 00:07:14,570 that made change easier for 233 00:07:14,570 --> 00:07:19,600 your organization regarding technology? Well 234 00:07:19,600 --> 00:07:23,410 like Julie mentioned, having high 235 00:07:23,410 --> 00:07:25,230 level adoption, having a strategy 236 00:07:25,230 --> 00:07:28,970 that we were performing under... 237 00:07:30,240 --> 00:07:31,650 really helped us out there. 238 00:07:31,830 --> 00:07:33,360 Having that buy in from 239 00:07:33,360 --> 00:07:36,340 a high level that this 240 00:07:36,340 --> 00:07:37,550 is the strategy, this is 241 00:07:37,550 --> 00:07:40,810 what we're doing and understand 242 00:07:40,810 --> 00:07:42,290 that this is part of 243 00:07:42,290 --> 00:07:43,640 a very larger effort. Okay. 244 00:07:44,500 --> 00:07:45,400 So that was a big 245 00:07:45,400 --> 00:07:48,100 piece of it. So were 246 00:07:48,100 --> 00:07:49,750 there any top of mind concerns 247 00:07:49,750 --> 00:07:52,040 coming to the forefront when 248 00:07:52,040 --> 00:07:52,820 you were looking at the 249 00:07:52,820 --> 00:07:58,280 entire migration process? So probably 250 00:07:58,280 --> 00:08:00,060 some of the big concerns, 251 00:08:00,060 --> 00:08:01,050 we had a good grip 252 00:08:01,050 --> 00:08:02,760 on the technology. We had 253 00:08:02,760 --> 00:08:04,240 been using it for quite 254 00:08:04,240 --> 00:08:05,700 some time, well for about 255 00:08:05,700 --> 00:08:06,190 a year and a half 256 00:08:06,190 --> 00:08:09,650 up to this point. The concern 257 00:08:09,650 --> 00:08:11,570 that we had for rolling 258 00:08:11,570 --> 00:08:12,440 it out was probably more 259 00:08:12,440 --> 00:08:13,660 of a bottom up concern, 260 00:08:13,660 --> 00:08:15,900 which was the training aspect 261 00:08:15,900 --> 00:08:18,060 in getting the users comfortable 262 00:08:18,060 --> 00:08:19,320 with the application. Some of 263 00:08:19,320 --> 00:08:21,340 them were coming from well 264 00:08:21,340 --> 00:08:23,120 known or well understood platforms 265 00:08:23,120 --> 00:08:24,100 that they really liked and 266 00:08:24,100 --> 00:08:26,730 had a good comfort... sense 267 00:08:26,730 --> 00:08:28,890 of comfort around, and so 268 00:08:28,890 --> 00:08:30,600 in order to address that, 269 00:08:30,600 --> 00:08:32,590 we adopted a train to 270 00:08:32,590 --> 00:08:36,460 trainer mentality. Where we worked, 271 00:08:36,460 --> 00:08:37,420 Julie and I and then the 272 00:08:37,420 --> 00:08:38,870 rest of the project worked 273 00:08:38,870 --> 00:08:40,160 with what we called early 274 00:08:40,160 --> 00:08:42,560 adopters or power users. We 275 00:08:42,570 --> 00:08:43,760 got them into the platform 276 00:08:43,760 --> 00:08:45,130 early, we trained them, we 277 00:08:45,940 --> 00:08:46,920 got them to feel good 278 00:08:46,920 --> 00:08:48,270 about it so that they could 279 00:08:48,270 --> 00:08:50,370 then go back to their 280 00:08:50,370 --> 00:08:52,250 teams and be the people 281 00:08:52,250 --> 00:08:54,580 that really represented back to 282 00:08:54,580 --> 00:09:00,130 the end users. Part of this was that your technical change was because 283 00:09:00,510 --> 00:09:02,900 the system was aging and 284 00:09:02,900 --> 00:09:04,300 moving towards end of life 285 00:09:04,300 --> 00:09:05,700 support, so that's part of 286 00:09:05,700 --> 00:09:06,670 why you needed to make 287 00:09:06,670 --> 00:09:10,330 the change, correct? Yes. Correct. 288 00:09:10,330 --> 00:09:12,500 We had as an organization 289 00:09:12,500 --> 00:09:13,370 at a very high level 290 00:09:13,490 --> 00:09:15,310 had adopted a cloud first 291 00:09:15,740 --> 00:09:17,920 strategy, just across all IT 292 00:09:17,920 --> 00:09:19,350 services, all IT delivery and 293 00:09:19,560 --> 00:09:22,640 this was a piece of that. Okay and Julie, 294 00:09:22,640 --> 00:09:24,110 can you add anything addition 295 00:09:24,110 --> 00:09:24,710 to that, some of the 296 00:09:24,710 --> 00:09:26,720 type of mind concerns that 297 00:09:26,720 --> 00:09:28,610 came when you were moving 298 00:09:28,610 --> 00:09:32,850 forward with this migration? Yeah. 299 00:09:32,850 --> 00:09:35,510 Well number one, it's global 300 00:09:35,510 --> 00:09:37,700 change, right? So we had 301 00:09:37,700 --> 00:09:39,100 languages that we needed to 302 00:09:39,100 --> 00:09:42,710 verse across and so that 303 00:09:42,710 --> 00:09:45,210 made it particularly difficult was 304 00:09:45,770 --> 00:09:49,820 that language barrier. Okay. Anything 305 00:09:49,820 --> 00:09:51,690 else? is funny that Julie 306 00:09:51,690 --> 00:09:54,130 mentioned that because initially, I 307 00:09:54,130 --> 00:09:54,960 didn't see that as a 308 00:09:54,960 --> 00:09:56,110 concern. I didn't know enough 309 00:09:56,110 --> 00:09:57,170 about it to be concerned 310 00:09:57,170 --> 00:09:59,000 it at the time, and 311 00:09:59,000 --> 00:10:00,370 then as we started getting 312 00:10:00,370 --> 00:10:02,140 into it, then it became 313 00:10:02,140 --> 00:10:03,480 apparent that" Hey, this is 314 00:10:04,320 --> 00:10:04,670 a little bit of a 315 00:10:04,670 --> 00:10:05,680 new way to deliver this 316 00:10:05,680 --> 00:10:07,850 service." It wasn't a concern 317 00:10:07,850 --> 00:10:10,140 so much as it... it 318 00:10:10,140 --> 00:10:12,210 definitely registered as a nice 319 00:10:12,210 --> 00:10:15,820 little challenge. All right, well 320 00:10:15,820 --> 00:10:17,490 thank you on that. So 321 00:10:17,490 --> 00:10:19,680 now that we discussed what changes 322 00:10:19,680 --> 00:10:22,180 and challenges that you initially 323 00:10:22,180 --> 00:10:24,780 begin to face, we heard 324 00:10:24,780 --> 00:10:26,120 from you that we learn 325 00:10:26,120 --> 00:10:27,800 that everybody responds to change 326 00:10:27,800 --> 00:10:30,190 differently. This may range from 327 00:10:30,190 --> 00:10:31,690 those that welcome change and 328 00:10:31,690 --> 00:10:33,710 embrace something new, or those 329 00:10:33,710 --> 00:10:35,360 that will remain steadfast and 330 00:10:35,360 --> 00:10:37,510 preserve the status quo. So 331 00:10:37,550 --> 00:10:39,130 Laurie, I'd just like to 332 00:10:39,130 --> 00:10:40,640 get some insight from you 333 00:10:40,640 --> 00:10:42,390 as to what you're seeing 334 00:10:42,390 --> 00:10:43,530 with your clients who are 335 00:10:43,530 --> 00:10:45,270 facing change from a contact 336 00:10:45,270 --> 00:10:47,140 center, and really how do 337 00:10:47,140 --> 00:10:48,610 you go about getting that 338 00:10:50,470 --> 00:10:52,260 and methodology? So let me 339 00:10:52,260 --> 00:10:53,540 go ahead and push forward 340 00:10:53,670 --> 00:10:56,310 the slide to you. Yeah, 341 00:10:56,310 --> 00:10:57,460 and actually why don't you 342 00:10:57,460 --> 00:10:58,210 go to the next one? 343 00:10:58,710 --> 00:11:00,140 I'll talk about it from 344 00:11:00,140 --> 00:11:02,140 a little bit of various 345 00:11:02,140 --> 00:11:05,460 project but it's interesting when 346 00:11:05,460 --> 00:11:06,680 you say that about people 347 00:11:06,880 --> 00:11:07,840 embrace change. One of my 348 00:11:07,840 --> 00:11:10,690 favorite change management jokes, if 349 00:11:10,690 --> 00:11:11,340 you can call that a 350 00:11:11,340 --> 00:11:12,950 category of jokes is the 351 00:11:12,950 --> 00:11:14,350 only people who like change 352 00:11:14,350 --> 00:11:15,980 are wet babies and panhandlers. 353 00:11:19,430 --> 00:11:20,450 I use that all the 354 00:11:20,450 --> 00:11:22,210 time because even when people 355 00:11:22,210 --> 00:11:24,500 say they like change, what 356 00:11:24,500 --> 00:11:25,470 the reality is, is people 357 00:11:25,470 --> 00:11:26,340 like change when they're in 358 00:11:26,340 --> 00:11:27,720 control of it, right? They 359 00:11:27,720 --> 00:11:29,870 don't like change that... to 360 00:11:29,870 --> 00:11:31,700 them. They like changes that 361 00:11:31,700 --> 00:11:32,880 they decide to make and 362 00:11:32,880 --> 00:11:33,980 feel like, " Hey, I'm in 363 00:11:33,980 --> 00:11:35,210 charge of this thing." Right? 364 00:11:36,290 --> 00:11:38,180 So it's good listening to 365 00:11:39,110 --> 00:11:40,580 what Coke did and thinking 366 00:11:40,580 --> 00:11:42,010 about... I chuckle with the 367 00:11:42,010 --> 00:11:43,810 global footprint of what Dean 368 00:11:43,810 --> 00:11:45,260 put up with the graphic 369 00:11:45,260 --> 00:11:46,470 there, and talking about the 370 00:11:46,470 --> 00:11:47,610 language thing. There's all kinds 371 00:11:47,610 --> 00:11:48,770 of culture, right? It's easy 372 00:11:48,770 --> 00:11:49,990 to look at global and 373 00:11:49,990 --> 00:11:51,470 say, " Well there's cultural differences." 374 00:11:51,470 --> 00:11:52,540 But even within a given 375 00:11:52,540 --> 00:11:53,840 company, I mean different sites 376 00:11:53,840 --> 00:11:55,860 could have cultural differences. Your 377 00:11:55,860 --> 00:11:57,470 contact center could have cultural 378 00:11:57,470 --> 00:11:59,700 differences compared to your back 379 00:11:59,700 --> 00:12:02,040 office for example, and then 380 00:12:02,320 --> 00:12:04,130 you mentioned the different people 381 00:12:04,130 --> 00:12:06,530 impacted, the users, the people 382 00:12:06,870 --> 00:12:08,190 that have a phone or 383 00:12:08,190 --> 00:12:10,810 have a particular desktop interface 384 00:12:11,090 --> 00:12:12,520 versus the IT people, who 385 00:12:12,520 --> 00:12:15,090 have certain roles and responsibilities. 386 00:12:16,450 --> 00:12:18,480 Then management that might have 387 00:12:18,480 --> 00:12:20,170 a perspective that's a little 388 00:12:20,170 --> 00:12:21,500 bit oblivious to how important 389 00:12:21,500 --> 00:12:23,230 these processes and technology are 390 00:12:23,230 --> 00:12:25,250 to individuals and groups. So 391 00:12:25,250 --> 00:12:26,110 I think when you're looking 392 00:12:26,110 --> 00:12:27,620 at the challenge of change, 393 00:12:27,620 --> 00:12:28,990 and the opportunity with new 394 00:12:29,190 --> 00:12:31,810 projects, cloud for example is 395 00:12:31,810 --> 00:12:33,560 to understand all that and 396 00:12:33,590 --> 00:12:34,790 even when people say, " Oh, 397 00:12:34,790 --> 00:12:36,100 we're excited about this new 398 00:12:36,160 --> 00:12:37,960 system." Recognize that everybody's going 399 00:12:37,960 --> 00:12:38,700 to look at it a little 400 00:12:38,700 --> 00:12:40,190 differently and have a little 401 00:12:40,190 --> 00:12:41,930 bit different set up reactions, 402 00:12:42,190 --> 00:12:44,260 maybe fears in that. So 403 00:12:44,260 --> 00:12:45,870 this slide, I just throw 404 00:12:45,870 --> 00:12:47,870 some ideas out there and 405 00:12:47,870 --> 00:12:48,730 the first one is just 406 00:12:48,730 --> 00:12:50,030 the cloud, moving to the 407 00:12:50,030 --> 00:12:50,930 cloud in general and of 408 00:12:50,930 --> 00:12:52,280 course, we'll talk more about a lot of 409 00:12:52,850 --> 00:12:53,650 people have done that on 410 00:12:53,650 --> 00:12:55,050 the fly here with the 411 00:12:55,050 --> 00:12:56,970 virus impacts, but people were 412 00:12:57,820 --> 00:12:59,640 resistant in some cases and 413 00:12:59,640 --> 00:13:00,990 this is a push forward 414 00:13:01,210 --> 00:13:02,690 and changes IT's roles and 415 00:13:02,690 --> 00:13:04,780 responsibilities, and how people interact 416 00:13:04,780 --> 00:13:06,480 with a vendor. What the 417 00:13:06,480 --> 00:13:08,580 users can do themselves versus 418 00:13:08,620 --> 00:13:10,590 what the IT people do. 419 00:13:11,530 --> 00:13:13,580 Then the other ones are examples and everybody 420 00:13:13,580 --> 00:13:14,470 can think about... this is 421 00:13:14,810 --> 00:13:16,140 a trigger for the people 422 00:13:16,680 --> 00:13:17,470 that are listening to the 423 00:13:17,470 --> 00:13:18,800 Webcast to think about the 424 00:13:18,800 --> 00:13:19,970 kinds of changes you make 425 00:13:19,970 --> 00:13:21,210 and how those impact people. 426 00:13:21,570 --> 00:13:23,080 Like I said, a changing a 427 00:13:23,080 --> 00:13:24,680 phone or changing a desktop 428 00:13:24,680 --> 00:13:28,490 interface, a new workforce management 429 00:13:28,490 --> 00:13:30,500 tool, or quality monitoring that's 430 00:13:30,500 --> 00:13:31,670 going to be used differently. 431 00:13:31,670 --> 00:13:33,130 The tools different and oh 432 00:13:33,130 --> 00:13:34,070 my gosh, what are they 433 00:13:34,070 --> 00:13:34,810 going to do with it, 434 00:13:34,810 --> 00:13:36,990 right? So this is a 435 00:13:36,990 --> 00:13:38,170 starter to think about what 436 00:13:38,170 --> 00:13:39,040 are the risks if you 437 00:13:39,040 --> 00:13:41,030 don't do change management and 438 00:13:41,030 --> 00:13:43,000 bring people along? Versus if 439 00:13:43,000 --> 00:13:44,120 you put change management in 440 00:13:44,120 --> 00:13:45,780 place, which ultimately, the goal 441 00:13:45,780 --> 00:13:47,020 is to get people to 442 00:13:47,020 --> 00:13:49,330 embrace it, hopefully be advocates 443 00:13:49,330 --> 00:13:50,730 of it and not have 444 00:13:50,730 --> 00:13:51,950 them be... I used the 445 00:13:51,950 --> 00:13:55,180 word saboteurs, somebody that resists- 446 00:13:55,180 --> 00:13:57,250 I saw that. Yeah. As 447 00:13:57,250 --> 00:13:59,300 a result, impacts other people's 448 00:13:59,400 --> 00:14:01,150 ideas about a change, right? 449 00:14:01,150 --> 00:14:02,140 We want to create change 450 00:14:02,140 --> 00:14:04,790 advocates and not people that 451 00:14:04,790 --> 00:14:05,880 are going to put up 452 00:14:05,880 --> 00:14:06,960 their own barriers and by 453 00:14:06,960 --> 00:14:09,400 doing that, might actually impact 454 00:14:09,400 --> 00:14:10,550 other people. So I hope 455 00:14:10,550 --> 00:14:11,560 this table works, is something 456 00:14:11,600 --> 00:14:13,510 that triggers people thinking about 457 00:14:14,070 --> 00:14:15,160 the different things that do 458 00:14:15,160 --> 00:14:17,080 impact individuals and groups as 459 00:14:17,080 --> 00:14:18,360 they change with new systems 460 00:14:18,360 --> 00:14:22,550 and capabilities. Okay great. So 461 00:14:22,550 --> 00:14:24,280 Julie, I want to kick 462 00:14:24,290 --> 00:14:25,730 things off with you, but 463 00:14:25,940 --> 00:14:27,430 everybody has their own best 464 00:14:27,430 --> 00:14:28,490 practice and one of the 465 00:14:28,490 --> 00:14:29,560 things I think all of 466 00:14:29,560 --> 00:14:30,930 us can agree from our 467 00:14:30,930 --> 00:14:33,480 experience in change management is 468 00:14:33,480 --> 00:14:35,280 their... it's not one size 469 00:14:35,280 --> 00:14:36,490 fits all. There is not 470 00:14:36,490 --> 00:14:38,370 one approach or one methodology 471 00:14:38,370 --> 00:14:39,810 that is the best, but 472 00:14:39,810 --> 00:14:40,850 you really need to look 473 00:14:40,850 --> 00:14:41,900 at what is best for 474 00:14:41,900 --> 00:14:44,160 you and your organization? So 475 00:14:44,160 --> 00:14:46,870 Julie, I'll move to this 476 00:14:46,870 --> 00:14:47,970 slide I believe is what 477 00:14:47,970 --> 00:14:48,880 you want me to cover. 478 00:14:48,900 --> 00:14:51,700 Yeah. Hear from you as 479 00:14:51,700 --> 00:14:53,310 to what was the best 480 00:14:53,310 --> 00:14:55,290 approaches and practices for you and 481 00:14:55,450 --> 00:14:57,560 your organization to manage and 482 00:14:57,560 --> 00:15:01,490 adopt change. Right. Well part 483 00:15:01,490 --> 00:15:02,890 of our change and Dean 484 00:15:02,890 --> 00:15:04,380 alluded to this, was it 485 00:15:04,380 --> 00:15:05,730 was part of a large 486 00:15:05,730 --> 00:15:07,330 enterprise initiative and it was 487 00:15:07,330 --> 00:15:10,900 across... it affected every employee, 488 00:15:10,900 --> 00:15:12,070 and so as part of 489 00:15:12,070 --> 00:15:13,420 it, it was a little 490 00:15:13,420 --> 00:15:15,200 bit of packaged up within 491 00:15:15,200 --> 00:15:17,500 that big enterprise change. But 492 00:15:17,500 --> 00:15:19,460 within that big enterprise change 493 00:15:19,460 --> 00:15:21,310 from an awareness perspective, we 494 00:15:21,310 --> 00:15:22,880 created what we call change 495 00:15:22,880 --> 00:15:25,530 network leads. So across all 496 00:15:25,530 --> 00:15:26,660 our different companies and our 497 00:15:26,660 --> 00:15:29,530 organizations, we created a lead 498 00:15:29,530 --> 00:15:32,110 person that, that was a 499 00:15:32,110 --> 00:15:33,230 role, right? Was to be 500 00:15:33,230 --> 00:15:35,500 the change advocate, so they 501 00:15:35,500 --> 00:15:36,930 would... we would communicate with 502 00:15:36,930 --> 00:15:37,660 them and then they would 503 00:15:37,660 --> 00:15:39,970 go back to their folks 504 00:15:40,110 --> 00:15:41,370 at their company and they 505 00:15:41,370 --> 00:15:43,450 would be able to inform 506 00:15:43,450 --> 00:15:44,530 their people about where the 507 00:15:44,530 --> 00:15:46,440 project was at, and then 508 00:15:46,440 --> 00:15:48,250 they would advocate the changes 509 00:15:48,250 --> 00:15:49,800 that were happening. So that 510 00:15:49,800 --> 00:15:51,800 was very helpful throughout the 511 00:15:51,800 --> 00:15:57,350 project. And the model that 512 00:15:57,350 --> 00:15:58,830 you displayed right now, is 513 00:15:58,830 --> 00:15:59,980 that a method that you 514 00:15:59,980 --> 00:16:04,440 used? Yeah. I would say 515 00:16:04,550 --> 00:16:06,440 we don't maybe use it 516 00:16:06,550 --> 00:16:08,730 formally. Maybe more- Right. We 517 00:16:08,730 --> 00:16:10,470 think about it when we use project 518 00:16:10,470 --> 00:16:13,760 management more informally, but definitely 519 00:16:14,190 --> 00:16:15,230 as I thought through this 520 00:16:15,230 --> 00:16:17,940 project, it does fall into 521 00:16:17,940 --> 00:16:22,180 the same model. Okay. And 522 00:16:22,180 --> 00:16:23,670 I would say one of 523 00:16:23,670 --> 00:16:25,120 the most important things back 524 00:16:25,120 --> 00:16:26,880 on the other slide and 525 00:16:27,400 --> 00:16:28,900 following up to what Laurie 526 00:16:28,900 --> 00:16:30,480 said is that I think 527 00:16:30,480 --> 00:16:32,130 the reinforcement piece of it 528 00:16:32,460 --> 00:16:33,520 at the end of that 529 00:16:33,520 --> 00:16:35,890 change is really important. It's 530 00:16:35,890 --> 00:16:37,860 just having those open lines 531 00:16:37,860 --> 00:16:39,590 of communication for folks to 532 00:16:40,830 --> 00:16:43,290 continue to adapt to the 533 00:16:43,290 --> 00:16:46,140 changes that have happened. Okay. 534 00:16:47,150 --> 00:16:48,070 You guys had shared with 535 00:16:48,070 --> 00:16:49,050 me when we were prepping 536 00:16:49,050 --> 00:16:50,590 for this, and I think 537 00:16:50,590 --> 00:16:52,410 you just mentioned it Laurie, 538 00:16:52,670 --> 00:16:54,440 but Dean, you mentioned the 539 00:16:54,440 --> 00:16:56,110 train the trainer model that was 540 00:16:56,110 --> 00:16:58,620 very successful in managing change. 541 00:16:59,060 --> 00:17:01,440 Then Julie, your change advocates, 542 00:17:01,440 --> 00:17:03,050 were those the power users 543 00:17:03,050 --> 00:17:04,160 that you were mentioning to 544 00:17:04,160 --> 00:17:08,260 us earlier? No, so we 545 00:17:08,260 --> 00:17:09,220 had talked about training the 546 00:17:09,220 --> 00:17:10,640 trainer and that was more 547 00:17:10,640 --> 00:17:12,990 specific to the support centers. 548 00:17:13,800 --> 00:17:15,630 So we trained... we picked 549 00:17:15,630 --> 00:17:17,420 out a subject matter expert 550 00:17:17,420 --> 00:17:18,640 at the support centers and 551 00:17:18,640 --> 00:17:19,720 then train them, so that 552 00:17:19,720 --> 00:17:20,820 they can then in turn go 553 00:17:20,820 --> 00:17:25,690 train their support team, but 554 00:17:25,690 --> 00:17:26,850 they were not the same as 555 00:17:26,850 --> 00:17:29,700 the change network leaders. Okay. 556 00:17:31,280 --> 00:17:32,340 It was funny when Laurie 557 00:17:32,340 --> 00:17:33,370 mentioned, I was thinking about 558 00:17:33,370 --> 00:17:35,690 that I visualize those people 559 00:17:35,690 --> 00:17:37,220 as change advocates because they 560 00:17:37,220 --> 00:17:38,890 represented the application back to the people 561 00:17:38,890 --> 00:17:40,080 I was most concerned with, 562 00:17:40,800 --> 00:17:42,190 but I think from the 563 00:17:42,210 --> 00:17:43,960 change management perspective, it was 564 00:17:44,190 --> 00:17:46,700 really more the change leads 565 00:17:47,350 --> 00:17:48,280 that you were talking about 566 00:17:48,300 --> 00:17:50,690 Julie. So essentially there were 567 00:17:50,690 --> 00:17:52,150 two different dynamics going on 568 00:17:52,150 --> 00:17:55,660 there. Okay, and Dean, you've 569 00:17:55,660 --> 00:17:57,310 been very passionate about expressing 570 00:17:57,310 --> 00:17:58,880 that a good project management is important in 571 00:17:59,930 --> 00:18:02,070 the overall change management strategy, 572 00:18:02,070 --> 00:18:03,120 as well as the migration. 573 00:18:03,120 --> 00:18:04,710 Could you speak to that? 574 00:18:07,330 --> 00:18:08,750 Yeah. It's important. Having a 575 00:18:08,750 --> 00:18:10,850 good project manager is important, 576 00:18:12,320 --> 00:18:13,500 and it's... we talk about 577 00:18:13,500 --> 00:18:14,920 this a lot and it's 578 00:18:14,920 --> 00:18:15,940 one of those things that 579 00:18:15,940 --> 00:18:18,900 I struggle with defining what 580 00:18:18,900 --> 00:18:20,920 exactly good project management is 581 00:18:20,920 --> 00:18:23,330 and it's definitely one of those things when 582 00:18:23,330 --> 00:18:25,140 you see it. But I 583 00:18:25,170 --> 00:18:28,000 think to the extent that 584 00:18:28,140 --> 00:18:30,680 individual contributors within a project 585 00:18:30,680 --> 00:18:32,130 can focus on their deliverables 586 00:18:32,170 --> 00:18:34,500 and their tasks and not 587 00:18:34,500 --> 00:18:35,350 really have to worry so 588 00:18:35,350 --> 00:18:36,520 much about what everybody else 589 00:18:36,520 --> 00:18:38,350 is doing, and not have 590 00:18:38,350 --> 00:18:39,210 to think about those other 591 00:18:39,210 --> 00:18:40,260 things. They can just stay 592 00:18:40,260 --> 00:18:42,230 on target and do their 593 00:18:42,230 --> 00:18:44,930 thing. We really had that 594 00:18:44,990 --> 00:18:46,540 luxury in this project, and 595 00:18:46,960 --> 00:18:50,340 when you're dealing with a complex environment, 596 00:18:51,080 --> 00:18:53,530 a complex transition, it's nice 597 00:18:53,800 --> 00:18:54,540 for me if you're in 598 00:18:54,540 --> 00:18:56,140 a technical role to not 599 00:18:56,140 --> 00:18:57,510 have to worry about the 600 00:18:57,510 --> 00:19:00,240 soft aspects dealing with customers 601 00:19:00,240 --> 00:19:03,190 that are not really liking 602 00:19:03,190 --> 00:19:05,370 what they're having to go through. So- 603 00:19:05,370 --> 00:19:07,650 Yeah, we're good. This change 604 00:19:07,650 --> 00:19:09,620 is a result of having 605 00:19:09,620 --> 00:19:12,190 good technology and a good champion to tie 606 00:19:12,190 --> 00:19:14,610 into your project management. So 607 00:19:14,610 --> 00:19:16,240 you've spoken to us about 608 00:19:16,240 --> 00:19:17,390 it's a bigger picture than 609 00:19:17,390 --> 00:19:18,970 that, and that vision and 610 00:19:19,040 --> 00:19:20,880 that liaison and that partnership 611 00:19:20,880 --> 00:19:22,480 is really important. So could 612 00:19:22,480 --> 00:19:23,470 you elaborate a little bit 613 00:19:23,470 --> 00:19:26,310 more on the technology champion 614 00:19:26,310 --> 00:19:27,700 and partnership that you were 615 00:19:28,030 --> 00:19:29,610 looking to make sure moves 616 00:19:29,610 --> 00:19:30,860 you forward with what you're 617 00:19:30,860 --> 00:19:34,750 trying to achieve? Yeah. It 618 00:19:34,750 --> 00:19:35,770 worked well. That happened in 619 00:19:35,770 --> 00:19:37,410 real time when we had 620 00:19:37,410 --> 00:19:39,480 selected Genesys to partner with 621 00:19:39,480 --> 00:19:42,580 on this. In terms of 622 00:19:42,630 --> 00:19:44,210 this being our primary platform, 623 00:19:45,490 --> 00:19:46,740 this project wasn't in scope 624 00:19:46,740 --> 00:19:48,290 yet. I was generally aware 625 00:19:48,290 --> 00:19:50,200 that there was some capabilities 626 00:19:50,200 --> 00:19:51,110 we'd be able to leverage, 627 00:19:51,110 --> 00:19:53,280 but it didn't really crystallize 628 00:19:53,440 --> 00:19:55,520 until the requirements for the 629 00:19:55,520 --> 00:19:58,790 project popped up. So that 630 00:19:58,790 --> 00:20:00,010 forced us or gave us 631 00:20:00,010 --> 00:20:03,410 the opportunity to give our 632 00:20:03,700 --> 00:20:05,040 customers some options on how 633 00:20:05,040 --> 00:20:07,310 they managed their workflows and 634 00:20:07,310 --> 00:20:10,190 how we interacted with the 635 00:20:10,190 --> 00:20:12,670 application and going the speech 636 00:20:12,970 --> 00:20:14,140 piece and the language piece 637 00:20:14,140 --> 00:20:15,310 was a big component of 638 00:20:15,310 --> 00:20:18,170 that. We shifted from using 639 00:20:18,470 --> 00:20:19,930 traditional white files and audio 640 00:20:19,930 --> 00:20:21,840 files, which worked very well 641 00:20:21,840 --> 00:20:24,140 for quite a while and we 642 00:20:24,160 --> 00:20:25,740 shifted into more of a 643 00:20:25,740 --> 00:20:27,970 text to speech capability of 644 00:20:27,970 --> 00:20:29,550 multiple language text to speech 645 00:20:29,550 --> 00:20:33,940 capability, which that was interesting. 646 00:20:34,360 --> 00:20:35,220 A lot of people learned 647 00:20:35,220 --> 00:20:36,100 a lot of things about 648 00:20:37,020 --> 00:20:40,140 other languages. It allowed us 649 00:20:40,310 --> 00:20:46,820 to use some capabilities of PureCloud 650 00:20:47,740 --> 00:20:48,570 to pretty good effect, so it was nice. Okay, and the last piece because it's one 651 00:20:48,570 --> 00:20:50,880 of my favorites on how 652 00:20:50,880 --> 00:20:54,170 before we get to Laurie 653 00:20:54,220 --> 00:20:56,440 is Julie, and you mentioned 654 00:20:56,440 --> 00:20:58,290 earlier the reinforcement and the 655 00:20:58,290 --> 00:20:59,820 creative ideas, so could you 656 00:20:59,820 --> 00:21:01,360 explain how you were leveraging 657 00:21:02,300 --> 00:21:02,950 and some of the other 658 00:21:02,950 --> 00:21:05,640 creative ideas to help reinforce 659 00:21:06,100 --> 00:21:09,240 adopting change? Sure, so we 660 00:21:09,240 --> 00:21:10,520 set up a team site, 661 00:21:10,520 --> 00:21:12,330 or I should say the 662 00:21:12,330 --> 00:21:15,470 tech... the telephony team set 663 00:21:15,470 --> 00:21:17,000 up a team site and 664 00:21:17,000 --> 00:21:18,170 we use that team site 665 00:21:18,170 --> 00:21:19,050 for people to be able 666 00:21:19,050 --> 00:21:20,710 to ask questions all throughout 667 00:21:20,710 --> 00:21:22,420 the project. We tried to 668 00:21:22,420 --> 00:21:23,270 get away from all the 669 00:21:23,270 --> 00:21:26,550 emails flooding our box and 670 00:21:26,550 --> 00:21:27,830 rather have them ask the 671 00:21:27,830 --> 00:21:29,400 questions directly in there and 672 00:21:29,400 --> 00:21:31,970 we created global groups within 673 00:21:31,970 --> 00:21:33,390 the team site. So we 674 00:21:33,390 --> 00:21:35,320 could section it off a 675 00:21:35,320 --> 00:21:37,010 little bit, but... so they're 676 00:21:37,020 --> 00:21:38,080 able to come in there 677 00:21:38,080 --> 00:21:39,310 and ask questions of the 678 00:21:39,310 --> 00:21:42,120 team and get support around 679 00:21:42,120 --> 00:21:44,750 the clock. Then also, Dean 680 00:21:44,750 --> 00:21:45,680 has set up a great 681 00:21:45,680 --> 00:21:47,470 Yammer group site so that 682 00:21:48,010 --> 00:21:49,590 ongoing, he could put in 683 00:21:49,590 --> 00:21:50,510 there if there is any 684 00:21:50,510 --> 00:21:52,130 issues or tips and tricks 685 00:21:52,130 --> 00:21:53,270 that come up. He posts 686 00:21:53,270 --> 00:21:54,440 that on the Yammer group 687 00:21:54,440 --> 00:21:56,670 and people can subscribe to that 688 00:21:57,240 --> 00:21:58,770 and watch that. So it's 689 00:21:58,770 --> 00:22:00,980 been a really good way 690 00:22:00,980 --> 00:22:02,950 to handle that change across 691 00:22:02,950 --> 00:22:04,180 the organization and get that 692 00:22:04,180 --> 00:22:07,550 communication out ongoing. And again, 693 00:22:07,550 --> 00:22:09,110 it reinforces that there's not 694 00:22:09,110 --> 00:22:10,910 one methodology, it really is 695 00:22:10,910 --> 00:22:12,080 what fits best in your 696 00:22:12,110 --> 00:22:15,120 organization. So let's talk about 697 00:22:15,120 --> 00:22:15,840 some of the things that 698 00:22:15,840 --> 00:22:16,960 you've seen with the clients 699 00:22:16,960 --> 00:22:18,980 that you support and how 700 00:22:18,980 --> 00:22:21,040 you help them navigate through 701 00:22:21,040 --> 00:22:22,840 change management. So did you 702 00:22:22,840 --> 00:22:23,590 want me to flip to 703 00:22:23,590 --> 00:22:24,550 a slide here, or are 704 00:22:24,550 --> 00:22:27,770 you just going to I 705 00:22:27,770 --> 00:22:29,020 think it'll nicely tie in 706 00:22:29,020 --> 00:22:30,170 some of the things that 707 00:22:30,500 --> 00:22:31,910 Julie and Dean are pointing 708 00:22:31,910 --> 00:22:36,340 out here. So the project 709 00:22:36,340 --> 00:22:38,460 management methodology along with the change 710 00:22:38,460 --> 00:22:40,360 management methodology kind of working 711 00:22:40,360 --> 00:22:41,600 hand in hand, right? Whether 712 00:22:42,320 --> 00:22:44,420 it's a formal methodology, so 713 00:22:44,770 --> 00:22:46,810 refer to ADKAR from Prosci 714 00:22:47,120 --> 00:22:48,320 and that's where I was 715 00:22:48,800 --> 00:22:51,210 trained and the ADKAR for anyone 716 00:22:51,210 --> 00:22:52,900 that's not familiar is awareness, 717 00:22:52,900 --> 00:22:55,340 desire, knowledge, ability and reinforcement. 718 00:22:55,340 --> 00:22:56,600 And as Julie's chart showed, 719 00:22:56,600 --> 00:22:57,730 it gives you a structure 720 00:22:57,730 --> 00:22:59,370 for thinking about how individuals 721 00:22:59,370 --> 00:23:01,140 change and therefore how an 722 00:23:01,140 --> 00:23:03,480 organization might change. The other 723 00:23:03,480 --> 00:23:05,330 thing that I like about 724 00:23:05,330 --> 00:23:07,670 that concept of how Prosci 725 00:23:07,670 --> 00:23:09,300 teaches it and again, other 726 00:23:09,300 --> 00:23:10,860 methodologies are very similar, but 727 00:23:10,860 --> 00:23:11,610 that's just the one I 728 00:23:11,610 --> 00:23:13,060 know and have written about 729 00:23:13,060 --> 00:23:15,830 and everything, but back on 730 00:23:15,830 --> 00:23:17,760 slide A is that it 731 00:23:17,760 --> 00:23:19,470 aligns with a project management 732 00:23:19,470 --> 00:23:20,940 methodology in the sense of 733 00:23:20,940 --> 00:23:22,560 starting early, right? So you 734 00:23:22,560 --> 00:23:23,960 see the preparing for it, 735 00:23:23,960 --> 00:23:25,510 that's getting the right resources 736 00:23:25,510 --> 00:23:26,910 lined up and building out 737 00:23:26,910 --> 00:23:28,140 plans and thinking about all 738 00:23:28,140 --> 00:23:30,350 the different elements. Managing the 739 00:23:30,350 --> 00:23:32,360 change as you're actually planning 740 00:23:32,360 --> 00:23:34,460 and implementing and then reinforcing 741 00:23:34,460 --> 00:23:36,070 the Yammer and teams groups 742 00:23:36,070 --> 00:23:39,840 being good examples. Metrics, celebrations, 743 00:23:39,840 --> 00:23:40,840 all kinds of things come 744 00:23:40,840 --> 00:23:42,710 into play there, right? So 745 00:23:42,710 --> 00:23:44,530 whatever methodology someone uses, the 746 00:23:44,530 --> 00:23:46,410 principals can be very similar 747 00:23:46,410 --> 00:23:49,200 and I always emphasize to 748 00:23:49,480 --> 00:23:50,940 our clients that even if 749 00:23:50,940 --> 00:23:52,060 you don't go to some 750 00:23:52,060 --> 00:23:53,370 kind of formal methodology, and 751 00:23:53,370 --> 00:23:55,410 again project management's similar. Not 752 00:23:55,410 --> 00:23:56,760 everybody runs a project with 753 00:23:56,760 --> 00:23:59,480 a certified PMP, right? But 754 00:23:59,480 --> 00:24:01,220 if you apply the principles 755 00:24:01,360 --> 00:24:02,700 that go with PMP, just 756 00:24:02,700 --> 00:24:04,050 like you do with change 757 00:24:04,050 --> 00:24:06,270 management of doing it throughout 758 00:24:06,270 --> 00:24:08,760 the project, having multiple elements 759 00:24:08,760 --> 00:24:10,020 to it, that includes more 760 00:24:10,020 --> 00:24:10,930 than just" Hey, I'm going 761 00:24:11,050 --> 00:24:12,020 to train you before we 762 00:24:12,020 --> 00:24:14,420 go live next week." Or 763 00:24:14,420 --> 00:24:15,450 an email that comes out 764 00:24:15,450 --> 00:24:16,140 and says, " Hey, we're getting 765 00:24:16,140 --> 00:24:17,680 this new system and be 766 00:24:17,680 --> 00:24:18,630 aware, you'll get some new 767 00:24:18,640 --> 00:24:20,990 training." No, it's engaging and 768 00:24:20,990 --> 00:24:22,400 they gave great examples getting 769 00:24:22,400 --> 00:24:23,950 people involved early on and 770 00:24:23,950 --> 00:24:24,980 having a say in what 771 00:24:24,980 --> 00:24:27,400 things look like, and helping 772 00:24:27,400 --> 00:24:30,210 people along. Having supervisors help 773 00:24:30,210 --> 00:24:32,250 their direct staff and having 774 00:24:32,250 --> 00:24:34,040 executives. You mentioned the champion, 775 00:24:34,040 --> 00:24:35,430 the sponsorship, these are all 776 00:24:35,430 --> 00:24:36,740 things that are really important 777 00:24:36,740 --> 00:24:37,960 to the success, and they 778 00:24:37,960 --> 00:24:39,510 live throughout the project. They're 779 00:24:39,510 --> 00:24:41,130 not just an event in time, 780 00:24:41,750 --> 00:24:42,850 they're certainly not just an 781 00:24:42,850 --> 00:24:43,730 event right at the cut 782 00:24:43,730 --> 00:24:45,540 over. They start early and 783 00:24:45,540 --> 00:24:48,300 they're continuous throughout the project. 784 00:24:48,300 --> 00:24:51,980 So communication, coaching, managing the 785 00:24:51,980 --> 00:24:53,900 resistance that occurs. You have 786 00:24:53,900 --> 00:24:55,230 to help each individual through 787 00:24:55,240 --> 00:24:56,580 the process, and as you 788 00:24:56,580 --> 00:24:57,890 do, you're bringing... we talked 789 00:24:57,890 --> 00:24:58,770 about the journey and the 790 00:24:58,770 --> 00:25:00,330 guard rails, right? We're bringing 791 00:25:00,330 --> 00:25:01,680 everybody along the journey and 792 00:25:01,680 --> 00:25:02,970 hopefully keeping them within the 793 00:25:03,300 --> 00:25:04,650 guardrails as we get to 794 00:25:05,050 --> 00:25:07,250 that destination, and then have 795 00:25:07,250 --> 00:25:08,130 some fun when we get 796 00:25:08,130 --> 00:25:09,340 there, right? That we're going 797 00:25:09,340 --> 00:25:10,430 to enjoy this new place 798 00:25:10,430 --> 00:25:11,390 we've gotten to and get 799 00:25:11,390 --> 00:25:12,650 the benefits out of it 800 00:25:13,040 --> 00:25:14,040 that help our company, our 801 00:25:14,040 --> 00:25:16,420 customers, our staff. That's really 802 00:25:16,420 --> 00:25:19,130 the goal. Great. All right 803 00:25:19,130 --> 00:25:20,830 and as you were indicating 804 00:25:21,420 --> 00:25:22,770 how we get there and 805 00:25:22,770 --> 00:25:24,340 its real life, so we talked 806 00:25:24,340 --> 00:25:25,750 about the why and the how 807 00:25:25,750 --> 00:25:26,830 and the real life with 808 00:25:26,830 --> 00:25:29,270 the examples of Coke, but 809 00:25:29,320 --> 00:25:30,860 life does get real and 810 00:25:30,860 --> 00:25:32,040 in the midst of the COVID- 811 00:25:32,070 --> 00:25:33,840 19, I thought maybe let's 812 00:25:33,840 --> 00:25:35,500 just speak to a few 813 00:25:35,500 --> 00:25:39,130 points Dean and Laurie, can 814 00:25:39,130 --> 00:25:40,810 you imagine if you didn't 815 00:25:40,810 --> 00:25:42,040 move to the cloud? Some 816 00:25:42,040 --> 00:25:43,210 of the challenges you may 817 00:25:43,210 --> 00:25:45,080 have faced, or what challenges 818 00:25:45,080 --> 00:25:46,520 did you not face in 819 00:25:46,520 --> 00:25:48,070 the midst of COVID, because 820 00:25:48,070 --> 00:25:50,510 you've had the agility of 821 00:25:50,510 --> 00:25:52,010 this new type of solution 822 00:25:52,010 --> 00:25:54,210 you've implemented. So Dean, any 823 00:25:54,210 --> 00:25:57,310 thoughts to share? Well yeah, it would have been 824 00:25:57,960 --> 00:26:00,250 a circus. That's for sure. 825 00:26:00,800 --> 00:26:02,480 The timing of it was 826 00:26:02,910 --> 00:26:05,420 very fortunate for us. Like 827 00:26:05,420 --> 00:26:07,000 we had talked about, this 828 00:26:06,970 --> 00:26:08,140 had been part of a 829 00:26:08,140 --> 00:26:11,140 much larger effort and it 830 00:26:11,140 --> 00:26:13,320 came together pretty nicely. The 831 00:26:14,960 --> 00:26:16,430 outcome of that, the benefit of 832 00:26:16,430 --> 00:26:18,620 that was not just the 833 00:26:18,620 --> 00:26:19,660 basic fact that we could 834 00:26:19,660 --> 00:26:21,500 have all of the resources work 835 00:26:21,500 --> 00:26:22,630 from home, which we did 836 00:26:22,630 --> 00:26:23,700 and we did it globally. 837 00:26:24,080 --> 00:26:27,290 That included China and India 838 00:26:27,290 --> 00:26:29,630 and Poland, that was very 839 00:26:29,630 --> 00:26:31,450 nice. The real outcome for 840 00:26:31,450 --> 00:26:34,690 all that was that my 841 00:26:34,690 --> 00:26:36,520 customer, which in this case 842 00:26:36,520 --> 00:26:38,420 were HR and IT contact 843 00:26:38,420 --> 00:26:39,980 center, service centers, they were 844 00:26:39,980 --> 00:26:41,510 able to serve their customers 845 00:26:41,510 --> 00:26:43,140 who had a whole other 846 00:26:43,140 --> 00:26:44,320 set of issues pop up. 847 00:26:44,970 --> 00:26:46,590 They were able- Serve those customers 848 00:26:46,590 --> 00:26:48,650 and take an increased amount 849 00:26:48,650 --> 00:26:50,600 of volume because of that 850 00:26:50,600 --> 00:26:53,230 situation, and not have to 851 00:26:53,230 --> 00:26:54,280 worry about the tool that 852 00:26:54,280 --> 00:26:55,090 they were using to do 853 00:26:55,090 --> 00:26:57,580 it. It just happened basically 854 00:26:57,580 --> 00:26:59,350 par for the course. They 855 00:26:59,410 --> 00:27:00,830 didn't really have to worry 856 00:27:00,830 --> 00:27:02,030 about it too much and 857 00:27:02,460 --> 00:27:05,830 that was very nice. Good, and Laurie, 858 00:27:05,830 --> 00:27:08,530 given that companies are involved 859 00:27:08,530 --> 00:27:09,900 in migration are already moving 860 00:27:09,900 --> 00:27:11,700 towards a new normal, how 861 00:27:11,700 --> 00:27:14,100 has the COVID situation impacted 862 00:27:14,840 --> 00:27:18,250 your organization and strategy? Yeah, 863 00:27:18,270 --> 00:27:19,670 so I mean we've been... 864 00:27:19,890 --> 00:27:21,870 as consultants, we're helping people 865 00:27:21,870 --> 00:27:23,600 with cloud solutions or deciding 866 00:27:23,600 --> 00:27:24,300 should they go to the 867 00:27:24,300 --> 00:27:25,470 cloud all the time, right? 868 00:27:25,470 --> 00:27:26,390 For years we've been doing 869 00:27:26,390 --> 00:27:29,500 that and there was definitely 870 00:27:29,500 --> 00:27:31,570 lots of momentum, but this 871 00:27:31,570 --> 00:27:33,560 is a breakthrough, right? I 872 00:27:33,560 --> 00:27:35,330 say people that were entrenched 873 00:27:35,330 --> 00:27:36,180 in their bunker of like, " 874 00:27:36,200 --> 00:27:38,160 Oh no, I'm afraid or 875 00:27:38,160 --> 00:27:40,240 it's too expensive over time. I want 876 00:27:40,800 --> 00:27:43,600 have control." Those barriers got 877 00:27:43,600 --> 00:27:45,660 busted pretty fast with COVID. 878 00:27:45,660 --> 00:27:46,690 So a lot of people 879 00:27:46,690 --> 00:27:47,570 were on cloud and they 880 00:27:47,570 --> 00:27:48,630 could take advantage of it 881 00:27:48,900 --> 00:27:51,730 anytime, anywhere model. It's never 882 00:27:51,730 --> 00:27:53,010 been a better time for 883 00:27:53,010 --> 00:27:55,230 that. I wrote an article 884 00:27:55,230 --> 00:27:56,650 recently about resiliency and I 885 00:27:56,650 --> 00:27:58,020 put cloud as my number 886 00:27:58,020 --> 00:28:00,600 one technology enabler, right? It 887 00:28:00,600 --> 00:28:02,520 really helps people and Coke's 888 00:28:02,520 --> 00:28:03,740 example of they were ready 889 00:28:03,740 --> 00:28:04,940 to do that. So I 890 00:28:04,940 --> 00:28:06,650 think it's really taken the 891 00:28:06,650 --> 00:28:09,130 resistant leaders, whether they were 892 00:28:09,560 --> 00:28:10,890 IT or finance or whatever department 893 00:28:11,470 --> 00:28:12,980 they were in, it's been 894 00:28:12,980 --> 00:28:14,060 a breakthrough to say, " Wow, 895 00:28:14,470 --> 00:28:15,190 we got to do this. 896 00:28:15,190 --> 00:28:16,080 We got to make sure 897 00:28:16,080 --> 00:28:17,160 our people are safe." That 898 00:28:17,160 --> 00:28:18,210 could be home agents. It 899 00:28:18,210 --> 00:28:19,790 could... we have clients that 900 00:28:19,790 --> 00:28:21,140 have scattered people in buildings, 901 00:28:21,140 --> 00:28:22,940 right? Back office people work 902 00:28:22,940 --> 00:28:24,610 from home and contact center 903 00:28:24,610 --> 00:28:25,710 people are spread out in 904 00:28:25,710 --> 00:28:27,680 other buildings. There's different models 905 00:28:27,680 --> 00:28:28,650 that people have done to 906 00:28:28,650 --> 00:28:30,000 keep their staff safe. Not 907 00:28:30,000 --> 00:28:31,320 everybody can work from home 908 00:28:31,320 --> 00:28:33,510 easily. Right. So those are 909 00:28:33,970 --> 00:28:35,100 some neat things that we've 910 00:28:35,100 --> 00:28:36,960 seen in terms of the 911 00:28:36,960 --> 00:28:38,900 reaction and the resiliency that 912 00:28:38,900 --> 00:28:41,420 people have. I think we 913 00:28:41,420 --> 00:28:42,680 just need to recognize that 914 00:28:42,680 --> 00:28:44,960 need for agility going forward, 915 00:28:44,960 --> 00:28:47,360 whether it's whatever else coronavirus 916 00:28:47,360 --> 00:28:48,410 throws at us or other 917 00:28:48,410 --> 00:28:50,240 things that businesses are changing. 918 00:28:50,380 --> 00:28:51,550 It's no longer just like, " 919 00:28:51,780 --> 00:28:52,390 Oh, we might have a 920 00:28:52,390 --> 00:28:54,220 hurricane, we need business continuity 921 00:28:54,220 --> 00:28:56,130 disaster recovery." Right? We are 922 00:28:56,410 --> 00:28:58,690 volume is volatile and some 923 00:28:58,690 --> 00:29:00,080 places it's up like crazy, 924 00:29:00,080 --> 00:29:01,390 some places it's down like 925 00:29:01,390 --> 00:29:03,020 crazy and then we just 926 00:29:03,020 --> 00:29:04,120 need this agility to be 927 00:29:04,120 --> 00:29:06,060 able to move to home, 928 00:29:06,060 --> 00:29:07,330 move to other buildings, maybe 929 00:29:07,330 --> 00:29:09,880 some move back hopefully. Okay. 930 00:29:09,930 --> 00:29:11,520 Lots of things. It's a 931 00:29:11,520 --> 00:29:13,010 change game and in that 932 00:29:13,010 --> 00:29:14,330 article, I mentioned the resiliency 933 00:29:14,330 --> 00:29:15,660 article. I emphasize that you got 934 00:29:15,660 --> 00:29:16,520 to have a plan that 935 00:29:16,520 --> 00:29:17,930 thinks about all these things 936 00:29:17,930 --> 00:29:18,950 and that you're ready. A 937 00:29:18,950 --> 00:29:19,670 lot of people did it 938 00:29:19,670 --> 00:29:21,120 on the fly, but now's 939 00:29:21,120 --> 00:29:21,940 the time and cloud's a 940 00:29:21,940 --> 00:29:24,560 huge enabler for that. So 941 00:29:24,560 --> 00:29:26,060 Dean, what's the new normal 942 00:29:26,060 --> 00:29:31,020 for your organization? Well I don't 943 00:29:31,270 --> 00:29:33,470 know. We maybe in it, right? 944 00:29:33,980 --> 00:29:35,620 This may be it. We 945 00:29:35,620 --> 00:29:36,820 are currently that I have 946 00:29:36,820 --> 00:29:38,080 been seeing and I'm sure 947 00:29:38,490 --> 00:29:40,580 Julie's seen some chatter about 948 00:29:40,580 --> 00:29:41,910 coming back into the office, 949 00:29:43,020 --> 00:29:45,340 and I think people start coming 950 00:29:45,340 --> 00:29:47,330 in in small groups, and 951 00:29:48,260 --> 00:29:48,900 people want to get out of 952 00:29:48,930 --> 00:29:50,070 the house. I know that, 953 00:29:50,700 --> 00:29:51,540 but I think- A lot 954 00:29:51,540 --> 00:29:54,180 of people will probably adjust 955 00:29:54,690 --> 00:29:55,900 their perspective on this as 956 00:29:55,900 --> 00:29:58,920 a result. Julie, before I 957 00:29:58,920 --> 00:30:00,080 ask you for some final 958 00:30:00,080 --> 00:30:02,410 thoughts and recommendations, would love 959 00:30:02,410 --> 00:30:05,080 to hear what is the 960 00:30:05,080 --> 00:30:07,780 new normal to you? Yeah. 961 00:30:08,400 --> 00:30:09,560 I mean personally, I think 962 00:30:09,560 --> 00:30:10,730 the new normal for me 963 00:30:10,730 --> 00:30:11,950 is working from home. I 964 00:30:13,720 --> 00:30:15,010 kind of like this environment. 965 00:30:15,010 --> 00:30:16,410 I know others don't and 966 00:30:16,860 --> 00:30:18,670 it's just not conducive to 967 00:30:18,670 --> 00:30:23,080 them, but... yeah, the cloud and 968 00:30:23,240 --> 00:30:29,160 the internet connectivity has really 969 00:30:29,160 --> 00:30:30,780 played into this, right? I 970 00:30:30,780 --> 00:30:33,450 mean, it's all what we're doing now 971 00:30:33,450 --> 00:30:36,830 for work. Okay. So as we start 972 00:30:36,890 --> 00:30:38,430 to wrap up this conversation 973 00:30:38,430 --> 00:30:39,780 of change management as we 974 00:30:39,780 --> 00:30:41,700 see, it's broad in many 975 00:30:41,700 --> 00:30:43,510 different things, not just technology 976 00:30:43,510 --> 00:30:44,700 but just what the new 977 00:30:44,700 --> 00:30:47,220 normal is. Julie, any final 978 00:30:47,220 --> 00:30:49,020 thoughts or recommendations that you 979 00:30:49,020 --> 00:30:50,900 want to reiterate and emphasize? 980 00:30:50,940 --> 00:30:52,310 Because you and your team 981 00:30:52,310 --> 00:30:54,770 just did such remarkable things 982 00:30:54,770 --> 00:30:56,240 that at times, I can just 983 00:30:56,240 --> 00:30:57,610 think you're like, " Well that's 984 00:30:57,610 --> 00:30:58,950 just business as usual." But 985 00:30:58,950 --> 00:31:00,000 it was incredible that the 986 00:31:01,040 --> 00:31:02,680 accomplishments that you did with 987 00:31:02,680 --> 00:31:05,650 the languages, getting people to 988 00:31:05,650 --> 00:31:07,710 let things go, so please 989 00:31:07,710 --> 00:31:09,530 share with us any final... 990 00:31:10,280 --> 00:31:11,990 recommendations and sing the praises 991 00:31:11,990 --> 00:31:14,750 of your team. Well yeah, 992 00:31:15,380 --> 00:31:17,270 it was definitely a team 993 00:31:17,270 --> 00:31:18,210 event, right? It takes a 994 00:31:18,210 --> 00:31:20,750 great team, but I would 995 00:31:20,750 --> 00:31:22,330 just say from a recommendation 996 00:31:22,330 --> 00:31:25,120 is to develop that organizational 997 00:31:25,120 --> 00:31:27,230 change framework and those guardrails 998 00:31:27,230 --> 00:31:28,730 that we talked about, and 999 00:31:28,730 --> 00:31:29,580 then tune it as you 1000 00:31:29,580 --> 00:31:30,860 apply the model to your 1001 00:31:30,870 --> 00:31:33,290 projects and your changes. You're 1002 00:31:33,350 --> 00:31:33,980 not going to get it 1003 00:31:33,980 --> 00:31:35,440 right the first time, right? 1004 00:31:35,480 --> 00:31:39,440 And it's okay. it's okay. 1005 00:31:39,590 --> 00:31:41,870 It's ever evolving, it's ever 1006 00:31:41,970 --> 00:31:43,750 changing what we're having to 1007 00:31:43,750 --> 00:31:45,590 do now, right? So create 1008 00:31:45,590 --> 00:31:46,990 a safe environment for your 1009 00:31:46,990 --> 00:31:48,960 customers and your stakeholders to 1010 00:31:48,960 --> 00:31:51,710 give feedback. After, during your 1011 00:31:51,710 --> 00:31:54,850 projects, right? Constant feedback, we 1012 00:31:54,850 --> 00:31:56,770 need that feedback and then 1013 00:31:56,770 --> 00:31:57,980 we need the agility to 1014 00:31:57,980 --> 00:31:59,430 make those changes as we're 1015 00:31:59,430 --> 00:32:00,940 going through the process, and 1016 00:32:00,940 --> 00:32:03,210 then apply that feedback and 1017 00:32:04,070 --> 00:32:05,270 often times when we start 1018 00:32:05,270 --> 00:32:06,290 a new project, we don't 1019 00:32:06,380 --> 00:32:07,620 stop and go, " Okay, what 1020 00:32:07,620 --> 00:32:08,960 lessons did we learn from 1021 00:32:09,000 --> 00:32:10,990 other projects that we can 1022 00:32:10,990 --> 00:32:12,670 apply to this new project 1023 00:32:12,670 --> 00:32:14,860 or change, right?" So just 1024 00:32:15,250 --> 00:32:18,330 be flexible, be adaptable and 1025 00:32:18,850 --> 00:32:20,430 maybe our organization is so 1026 00:32:20,430 --> 00:32:21,580 large and complex that you 1027 00:32:21,580 --> 00:32:24,580 need to create a group 1028 00:32:24,590 --> 00:32:26,440 of individuals to take on 1029 00:32:26,440 --> 00:32:28,330 this responsibility. We are lucky 1030 00:32:28,330 --> 00:32:29,370 enough at Coke to have 1031 00:32:29,370 --> 00:32:32,220 an organizational change management team 1032 00:32:32,680 --> 00:32:34,090 that helps us out in 1033 00:32:34,090 --> 00:32:37,010 this area. So yeah, look 1034 00:32:37,010 --> 00:32:39,960 at that complexity and adapt. 1035 00:32:39,960 --> 00:32:43,450 And- So that's my- Dean, 1036 00:32:43,450 --> 00:32:45,640 I think it's finding talent like Julie 1037 00:32:46,360 --> 00:32:48,140 really brings it home on 1038 00:32:48,140 --> 00:32:48,930 what needs to be done 1039 00:32:48,930 --> 00:32:52,780 for change management. Oh absolutely 1040 00:32:52,780 --> 00:32:54,450 yeah, and in the adapt 1041 00:32:54,530 --> 00:32:56,220 piece really hits home with 1042 00:32:56,220 --> 00:32:58,160 me. I think with a 1043 00:32:58,160 --> 00:32:59,700 project that goes on for 1044 00:32:59,700 --> 00:33:02,650 weeks or months, within a 1045 00:33:02,650 --> 00:33:03,900 program that goes on for 1046 00:33:04,060 --> 00:33:05,700 that long things are going 1047 00:33:05,700 --> 00:33:06,630 to go wrong. You're not 1048 00:33:06,630 --> 00:33:07,650 going to get everything right 1049 00:33:07,700 --> 00:33:08,780 100% of the time, things 1050 00:33:08,780 --> 00:33:08,900 are going to go wrong. 1051 00:33:08,900 --> 00:33:10,380 You're not going to get everything right 100% of the time. It's a good sports 1052 00:33:10,380 --> 00:33:13,300 or football metaphor, Tom Brady's 1053 00:33:13,300 --> 00:33:14,800 won a lot of Super 1054 00:33:14,800 --> 00:33:16,190 Bowls, but he doesn't get 1055 00:33:17,140 --> 00:33:18,920 touchdown on every play. There's... 1056 00:33:19,200 --> 00:33:20,060 he turns the ball over every 1057 00:33:20,250 --> 00:33:20,850 once in a while, there's 1058 00:33:20,850 --> 00:33:22,990 fumbles and that kind of stuff, but 1059 00:33:22,990 --> 00:33:24,330 you got to keep looking 1060 00:33:24,330 --> 00:33:26,070 downfield and keep driving towards 1061 00:33:26,070 --> 00:33:27,690 that goal and adapt and adjust. 1062 00:33:28,510 --> 00:33:31,700 Okay. Laurie, you've talked very 1063 00:33:31,700 --> 00:33:34,410 passionately about resiliency and planning, 1064 00:33:34,410 --> 00:33:35,830 so any final thoughts or 1065 00:33:35,830 --> 00:33:39,120 recommendations on changing change management? 1066 00:33:40,130 --> 00:33:41,040 Yeah, I guess I would 1067 00:33:41,040 --> 00:33:42,870 just emphasize what I've seen 1068 00:33:42,870 --> 00:33:44,080 in the past, so pre- 1069 00:33:44,080 --> 00:33:47,290 COVID, both change management and 1070 00:33:47,290 --> 00:33:48,770 resiliency planning, what used to 1071 00:33:48,770 --> 00:33:50,760 be business continuity, disaster recovery 1072 00:33:50,760 --> 00:33:52,090 was one of those things 1073 00:33:52,090 --> 00:33:53,410 everybody probably thought, " Oh, we 1074 00:33:53,410 --> 00:33:54,460 should do that." But they 1075 00:33:54,480 --> 00:33:56,540 didn't prioritize it. They didn't 1076 00:33:56,770 --> 00:33:58,960 invest in it. I call 1077 00:33:58,960 --> 00:34:00,330 it insurance policies. It's the 1078 00:34:00,330 --> 00:34:01,060 kind of thing that you 1079 00:34:01,060 --> 00:34:02,230 don't like spending money on, 1080 00:34:02,230 --> 00:34:03,100 but boy are you glad 1081 00:34:03,100 --> 00:34:03,820 you have it when you 1082 00:34:03,820 --> 00:34:05,820 need it. I think we've 1083 00:34:05,820 --> 00:34:06,940 all learned, " Boy, do we 1084 00:34:06,940 --> 00:34:08,700 need it." Right? So I 1085 00:34:08,700 --> 00:34:10,300 think going forward, I hope 1086 00:34:10,300 --> 00:34:11,320 that everybody will have a 1087 00:34:11,320 --> 00:34:14,000 new prioritization of that both 1088 00:34:14,050 --> 00:34:15,990 applying change management to help 1089 00:34:15,990 --> 00:34:18,220 people, this is a difficult 1090 00:34:18,220 --> 00:34:19,450 time, it's a scary time 1091 00:34:19,450 --> 00:34:20,790 and we got more ahead, 1092 00:34:20,790 --> 00:34:21,860 right? Nobody thinks this is 1093 00:34:21,860 --> 00:34:23,150 a short little path we're 1094 00:34:23,150 --> 00:34:25,210 on and companies will continue 1095 00:34:25,210 --> 00:34:26,290 to adjust in ways they 1096 00:34:26,290 --> 00:34:28,550 can't foresee right now. So 1097 00:34:28,550 --> 00:34:30,200 I think prioritizing that and 1098 00:34:30,200 --> 00:34:32,070 using the tools of change 1099 00:34:32,070 --> 00:34:33,580 management like they do project 1100 00:34:33,580 --> 00:34:36,180 management and putting some emphasis 1101 00:34:36,180 --> 00:34:38,400 on the resiliency planning, so 1102 00:34:38,400 --> 00:34:40,490 that they can... like Julia 1103 00:34:40,490 --> 00:34:41,440 was saying, learn from the 1104 00:34:41,440 --> 00:34:43,020 last time and do the 1105 00:34:43,020 --> 00:34:44,350 things a little bit better. 1106 00:34:44,350 --> 00:34:45,280 I'm sure there's a lot 1107 00:34:45,280 --> 00:34:46,310 of people working from home 1108 00:34:46,310 --> 00:34:47,700 going, " This is not ideal. 1109 00:34:48,540 --> 00:34:49,380 I don't have the screen" 1110 00:34:50,470 --> 00:34:51,710 IT departments going, " We don't 1111 00:34:51,710 --> 00:34:53,230 have exactly the security we 1112 00:34:53,230 --> 00:34:54,370 need." There's all kinds of 1113 00:34:54,370 --> 00:34:55,330 things you can think about, 1114 00:34:55,330 --> 00:34:57,860 right? So hopefully learns from 1115 00:34:57,860 --> 00:34:59,210 it, takes it forward and 1116 00:34:59,210 --> 00:35:00,070 gets it right, and helps 1117 00:35:00,070 --> 00:35:01,390 people adapt to the changes 1118 00:35:01,390 --> 00:35:03,070 that are inevitably ahead on 1119 00:35:03,070 --> 00:35:06,000 projects or things that get 1120 00:35:06,000 --> 00:35:06,920 thrown at us that we 1121 00:35:06,920 --> 00:35:09,500 have to react to. Well 1122 00:35:09,500 --> 00:35:10,390 it's been a pleasure to 1123 00:35:10,390 --> 00:35:12,390 hear everybody, because out in 1124 00:35:12,390 --> 00:35:13,730 the field and it's actually 1125 00:35:13,730 --> 00:35:15,070 applied, really think it's the 1126 00:35:15,070 --> 00:35:17,170 best story. What we've heard 1127 00:35:17,170 --> 00:35:18,360 today from all of you 1128 00:35:18,360 --> 00:35:19,830 is that you decide what 1129 00:35:19,830 --> 00:35:21,050 the best practice was for 1130 00:35:21,050 --> 00:35:23,020 you in your organization. You 1131 00:35:23,020 --> 00:35:24,880 leverage lessons learned, I love 1132 00:35:25,110 --> 00:35:26,220 the message, " It's okay to 1133 00:35:26,220 --> 00:35:30,240 make mistakes." I think it's 1134 00:35:30,240 --> 00:35:31,300 fair to say that too 1135 00:35:31,300 --> 00:35:32,990 often change management has always 1136 00:35:32,990 --> 00:35:34,520 been seen as a nonessential 1137 00:35:34,520 --> 00:35:35,440 and a nice to have, 1138 00:35:35,440 --> 00:35:37,540 but it is actually extremely 1139 00:35:37,540 --> 00:35:39,470 important and an essential component 1140 00:35:39,860 --> 00:35:41,640 to not only increase the 1141 00:35:41,640 --> 00:35:43,160 adoption, but make it a 1142 00:35:43,160 --> 00:35:45,490 reality. Whatever that new normal 1143 00:35:45,490 --> 00:35:47,630 is and to simply achieve 1144 00:35:47,630 --> 00:35:49,210 your vision. So with that, 1145 00:35:49,210 --> 00:35:50,080 I'd like to thank all 1146 00:35:50,080 --> 00:35:51,320 of you for sharing your 1147 00:35:51,320 --> 00:35:53,270 insight, your stories, which I 1148 00:35:53,270 --> 00:35:54,950 really love and your personal 1149 00:35:54,950 --> 00:35:57,410 experiences. Last chance for any 1150 00:35:57,410 --> 00:35:58,990 final comments and messages you 1151 00:35:58,990 --> 00:36:00,280 want to share. If not, 1152 00:36:00,280 --> 00:36:01,880 I'll hand everything back over 1153 00:36:01,880 --> 00:36:06,660 to Josh. Thank you. cue 1154 00:36:06,660 --> 00:36:14,940 to Josh. Sounds good. Well thanks everybody 1155 00:36:14,940 --> 00:36:17,360 on the panel. Absolutely awesome 1156 00:36:17,360 --> 00:36:20,050 discussion. Everybody in the audience 1157 00:36:20,050 --> 00:36:21,510 who are watching this on 1158 00:36:21,510 --> 00:36:22,930 demand, be sure to check 1159 00:36:22,930 --> 00:36:24,040 out the resource list below, 1160 00:36:24,040 --> 00:36:25,570 the Q& A window, clicking 1161 00:36:25,570 --> 00:36:26,520 those links will open up 1162 00:36:26,520 --> 00:36:27,380 in a new tab in 1163 00:36:27,380 --> 00:36:29,110 your browser and truly expand 1164 00:36:29,110 --> 00:36:30,490 on today's topic of change 1165 00:36:30,490 --> 00:36:33,630 management. And on behalf of 1166 00:36:33,630 --> 00:36:34,760 the entire team and all 1167 00:36:34,760 --> 00:36:36,000 of our presenters on the 1168 00:36:36,000 --> 00:36:37,010 panel today, I want to thank you for 1169 00:36:37,810 --> 00:36:39,070 your time in attending this 1170 00:36:39,070 --> 00:36:41,090 on demand webinar, and until 1171 00:36:41,090 --> 00:36:42,130 next time, have a good 1172 00:36:42,130 --> 00:36:45,560 one. you. Thanks. [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001t6fSQAQ"] Meet the Speakers Jodi Thompson Sir Principal Business Consultant, Genesys Lori Bocklund President, Strategic Contact Dean Thames Platform Architect, Koch Global Services Julie Hopkins Project Manager, Koch Global Services [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Regardless of the channel, citizens are demanding better customer experiences from the government. However, without proper solutions, fulfilling that customer experience request is not easy. View this OnDemand fireside chat to hear government and industry experts discuss how agencies are able to enhance customer experience using secure cloud solutions. Specifically, you’ll explore: Why achieving a better customer experience is critical for government at all levels How agencies transform their customer experience approach with the cloud Actionable steps to overcome customer experience obstacles [mktoform form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t7z4QAA" ar_url="https://www.genesys.com/campaign/govloop-firesidechat-how-the-cloud-can-enhance-customer-experience-thank-you" url="https://www.genesys.com/campaign/govloop-firesidechat-how-the-cloud-can-enhance-customer-experience-thank-you"] Meet the Speakers Dave York Senior Vice President, US Public Sector Genesys Anne Petersen Director of Experience Design, 18F On-Demand Webinar All your Contact Center AI security questions answered [cutoff co_thick="2px"][webinarschedule]Artificial intelligence (AI) is proven to offer many benefits: personalized customer service, increased operational efficiency and improved customer satisfaction. However, many business and IT leaders are concerned about the security implications of using bots and predictive AI technologies in their contact centers. Join us for the “Ask Me Anything” webinar in which we address top questions related to Contact Center AI security: Data protection Access control Application security Compliance Resiliency Meet the experts from the Genesys and the Google Cloud Contact Center AI teams to learn how to deliver secure customer service with human-like conversational AI.[cutoff co_thick="2px"]1 00:00:10,410 --> 00:00:14,570 Good morning, evening and afternoon, everyone. My name's Josh Reed and I'm from the 2 00:00:14,570 --> 00:00:16,710 digital events team here at Genesys. And let me be 3 00:00:16,710 --> 00:00:19,930 the first to welcome you to today's webcast all your 4 00:00:19,930 --> 00:00:23,610 cloud, or sorry, all your contact center, AI security questions 5 00:00:23,750 --> 00:00:26,940 answered. So, to kick it off as per usual, we 6 00:00:26,940 --> 00:00:29,540 have a couple of housekeeping items to cover. First off, if 7 00:00:29,640 --> 00:00:33,370 you experienced any issues, listening or viewing to today's webcast, 8 00:00:33,880 --> 00:00:35,730 refresh your browser, or make sure that it's up to 9 00:00:35,730 --> 00:00:39,450 date to support HTML5. These usually fix any console issues 10 00:00:39,450 --> 00:00:41,930 that you may have. Also, if you're having trouble seeing 11 00:00:41,930 --> 00:00:45,400 the slide window or our presenters webcams today, you can 12 00:00:45,400 --> 00:00:47,640 enlarge that screen by dragging any of the corners of 13 00:00:47,640 --> 00:00:51,530 that window, also note that this is designed to be 14 00:00:51,530 --> 00:00:54,500 an interactive experience between you and our presenters. So, at 15 00:00:54,500 --> 00:00:57,640 any time during today's webcast, if you hear anything that 16 00:00:57,640 --> 00:01:00,130 you want to learn more about, throw your questions into 17 00:01:00,130 --> 00:01:01,940 the Q and A window in the center of your 18 00:01:01,940 --> 00:01:04,600 screen, and we'll answer as many as we can during 19 00:01:04,600 --> 00:01:06,910 our brief Q and A at the end. However, and 20 00:01:06,910 --> 00:01:09,420 it sometimes does happen if time gets away from us 21 00:01:09,420 --> 00:01:12,020 and we are not able to answer your questions aloud, 22 00:01:12,190 --> 00:01:14,660 don't worry, we'll follow up with you via email within 23 00:01:14,660 --> 00:01:18,300 the next few business days. And note that if you 24 00:01:18,300 --> 00:01:22,380 miss anything during today's presentation, you have to get up, 25 00:01:22,380 --> 00:01:25,050 you need to grab water, anything like that. Don't fret 26 00:01:25,050 --> 00:01:27,830 you will receive the on- demand recording via email from 27 00:01:28,010 --> 00:01:30,410 ON24 within the next few business days. So, just be 28 00:01:30,410 --> 00:01:35,090 on the lookout for that. And also note that we 29 00:01:35,090 --> 00:01:37,490 would love to give you as much information about today's 30 00:01:37,490 --> 00:01:40,730 topic as possible. So, below the Q and A window, 31 00:01:40,730 --> 00:01:43,560 you have the resource list. So, click any of those 32 00:01:43,560 --> 00:01:45,280 links in the resource list, They'll open up in a 33 00:01:45,280 --> 00:01:48,070 new tab in your browser and expand on today's topic. 34 00:01:49,560 --> 00:01:51,410 And like I said, short and sweet. So, what I'm 35 00:01:51,410 --> 00:01:53,320 actually going to do now is I'm going to hand 36 00:01:53,320 --> 00:01:55,980 it off to my partner in crime today, Wendy Mikkelsen, 37 00:01:55,980 --> 00:01:58,660 the senior director of product marketing here at Genesys. Wendy, 38 00:01:58,790 --> 00:02:03,210 the floor is yours. Thanks Josh. Before we kick things 39 00:02:03,210 --> 00:02:06,810 off, let's meet our speakers today. Kishor, would you like 40 00:02:06,810 --> 00:02:10,050 to kick it off? Yep. Hi everyone. My name is 41 00:02:10,060 --> 00:02:13,670 Kishor Aher. I'm the lead architect for contact center, AI 42 00:02:13,920 --> 00:02:17,920 at Google. And what that means is I take the customers through 43 00:02:17,920 --> 00:02:23,760 the journey of contact center AI modernization. Toby. Yeah, my 44 00:02:23,760 --> 00:02:26,170 name is Toby Tobkin. I do the same thing as 45 00:02:26,170 --> 00:02:31,300 Kishor and just a little bit less cool. Hey everyone, 46 00:02:31,300 --> 00:02:34,630 I'm Janelle Dieken, senior vice president of product marketing here 47 00:02:34,630 --> 00:02:37,960 at Genesys and no stranger to tech. I'm a computer 48 00:02:37,960 --> 00:02:44,010 programmer at heart and like the team history too, history 49 00:02:44,010 --> 00:02:49,180 in sales engineering and solutions engineering as well. Thanks Janelle 50 00:02:49,180 --> 00:02:52,790 and I'm Wendy Mikkelsen, senior director of product marketing at 51 00:02:52,790 --> 00:02:56,940 Genesys, and I will be your host for today. I 52 00:02:56,940 --> 00:03:01,360 think we all understand the promise and business value of 53 00:03:01,360 --> 00:03:06,400 using AI within our customer service operations, that conversational AI 54 00:03:06,400 --> 00:03:10,930 can both improve the customer experience and offer better efficiency 55 00:03:10,930 --> 00:03:16,100 and cost benefits for many organizations. And consumers want better 56 00:03:16,100 --> 00:03:21,550 access, more than 60% of consumers want more self service 57 00:03:21,550 --> 00:03:25,570 options when it comes to accessing customer service. And all 58 00:03:25,570 --> 00:03:29,140 of us as consumers ourselves know that we don't always 59 00:03:29,140 --> 00:03:31,990 want to interact with a human. We just don't have 60 00:03:31,990 --> 00:03:36,140 that kind of time. And Forrester says that 53% of 61 00:03:36,180 --> 00:03:40,340 organizations have already deployed AI within their business. And of 62 00:03:40,340 --> 00:03:43,710 course, that's expected to grow considerably in the coming years. 63 00:03:44,560 --> 00:03:50,000 In fact, IDC predicts that by 2023, 50% of customer 64 00:03:50,000 --> 00:03:54,870 interactions will be augmented or enriched by AI. And they 65 00:03:54,870 --> 00:03:58,770 estimate that the market is a $ 97 billion market 66 00:03:58,770 --> 00:04:02,730 that will continue to grow. The point here is AI 67 00:04:02,730 --> 00:04:05,380 is here to stay and it's been proven to offer 68 00:04:05,380 --> 00:04:10,240 tremendous value. And with the recent pandemic, we're seeing many 69 00:04:10,240 --> 00:04:14,790 AI projects move forward very quickly as organizations around the 70 00:04:14,790 --> 00:04:18,280 world are now adjusting to operating under the new normal. 71 00:04:18,750 --> 00:04:22,430 We're seeing businesses adopt AI to help serve their customers 72 00:04:22,430 --> 00:04:26,340 better and faster. But of course, how do we keep 73 00:04:26,340 --> 00:04:30,530 all of that data secure? Our customers are trusting us 74 00:04:30,530 --> 00:04:34,810 with their personal information and we as consumers are trusting 75 00:04:34,850 --> 00:04:39,370 organizations around the world with our own personal data. So, 76 00:04:39,370 --> 00:04:42,730 today we're going to explore the topic of AI security 77 00:04:42,730 --> 00:04:45,650 within the contact center. And we've brought together this panel 78 00:04:45,650 --> 00:04:49,210 of experts from both Google and Genesys to answer some 79 00:04:49,210 --> 00:04:54,040 of the top questions that we've received from organizations. And 80 00:04:54,040 --> 00:04:55,630 as Josh said, of course, we're going to try to 81 00:04:55,630 --> 00:04:59,610 get to your submitted questions. But we curated dozens of 82 00:04:59,610 --> 00:05:03,520 questions that both Google and Genesys have received, and we're 83 00:05:03,520 --> 00:05:06,480 going to be answering some of those top questions. So, 84 00:05:07,010 --> 00:05:11,770 your question may be answered as we go along. So, 85 00:05:11,770 --> 00:05:17,320 we've organized our questions into three categories. First, we're going 86 00:05:17,320 --> 00:05:19,750 to look at how your data is protected when you 87 00:05:19,750 --> 00:05:23,400 use AI within your contact center. And how both Genesys 88 00:05:24,270 --> 00:05:28,950 and Google are safeguarding that precious data. We'll look at 89 00:05:28,950 --> 00:05:33,390 both data in transit and data at rest. Second, we'll 90 00:05:33,390 --> 00:05:37,300 be covering options for controlling access to that data and 91 00:05:37,300 --> 00:05:42,580 how both Genesys and Google are managing application security. This 92 00:05:42,580 --> 00:05:46,400 is to ensure that no unauthorized users have access to 93 00:05:46,400 --> 00:05:49,400 your data. There's a lot of bad actors out there 94 00:05:49,400 --> 00:05:51,310 so we want to make sure you have the controls 95 00:05:51,310 --> 00:05:55,240 to prevent unauthorized access. And last but not least, we're 96 00:05:55,240 --> 00:06:00,160 going to look at compliance that Google and Genesys offer 97 00:06:00,640 --> 00:06:04,260 and how we make sure that your AI and contexts, 98 00:06:04,260 --> 00:06:09,150 that our systems are resilient and always available. And then 99 00:06:09,150 --> 00:06:11,470 finally, we'll wrap it up and we'll look at how 100 00:06:11,470 --> 00:06:14,500 you can use contexts that are AI as part of 101 00:06:14,500 --> 00:06:19,240 your business continuity plan. But before we get started, let's 102 00:06:19,240 --> 00:06:22,390 do a quick audience poll. And so, everyone get your 103 00:06:22,390 --> 00:06:28,510 mouse ready. Which of the following is your top cloud 104 00:06:28,510 --> 00:06:32,890 contact center and or AI security concerns? So, again, your 105 00:06:32,890 --> 00:06:37,740 top concern, is it a, continuous security monitoring and threat 106 00:06:37,740 --> 00:06:43,320 detection? Is it b, controlling access to customer data? Is 107 00:06:43,320 --> 00:06:47,150 it c, data encryption while in transit or at rest? 108 00:06:47,770 --> 00:06:52,100 Or is it d, compliance and regulatory requirements? So, again, 109 00:06:52,100 --> 00:06:56,100 your top security concern when it comes to contact center 110 00:06:56,380 --> 00:07:01,220 or AI? Okay, let's go ahead and look at the 111 00:07:01,220 --> 00:07:08,950 poll results. Interesting, compliance and regulatory requirements. That's really important. 112 00:07:09,960 --> 00:07:13,410 Kishor, Toby, Janelle, anything you want to add or you 113 00:07:13,410 --> 00:07:18,520 find interesting about this? It sounds exactly right to me. 114 00:07:18,520 --> 00:07:21,480 Yeah, for sure. I was expecting, this is what we 115 00:07:21,480 --> 00:07:25,310 hear every time from our customers. I was actually thinking 116 00:07:25,310 --> 00:07:29,110 that the second one would be a little higher, however, it's interesting 117 00:07:29,110 --> 00:07:32,550 to see 14% chose the third option, but certainly compliance 118 00:07:32,550 --> 00:07:35,030 and regulatory is key and we'll talk more about that 119 00:07:35,030 --> 00:07:49,390 later, I know. Awesome. So, before we jump into security 120 00:07:49,390 --> 00:07:55,120 topics, I think it'd be best if we set the 121 00:07:55,120 --> 00:07:58,580 stage a bit and let's ease our way into security 122 00:07:58,580 --> 00:08:02,000 by having some of our experts tell us a little 123 00:08:02,000 --> 00:08:06,700 bit about how to use AI in your contact center. 124 00:08:07,450 --> 00:08:12,300 Kishor, first step, tell us a little bit about contact center AI. 125 00:08:12,300 --> 00:08:15,270 And can you share some examples of companies who have 126 00:08:15,270 --> 00:08:19,580 adopted contact center AI and how they integrated that into 127 00:08:19,580 --> 00:08:26,540 their contact center? Sure. Thanks, Wendy. So, contact center AI offered 128 00:08:26,970 --> 00:08:31,470 by Google and Genesys is an integrated solution. And what it 129 00:08:31,470 --> 00:08:35,210 means is that it gives you the best of both worlds. Genesys 130 00:08:35,260 --> 00:08:39,690 is a leader in contact center space and Google is 131 00:08:39,690 --> 00:08:43,410 in AI space. So, we come together, we integrate our 132 00:08:43,410 --> 00:08:47,620 products and we offer it to our end customers. It is an 133 00:08:47,870 --> 00:08:51,480 omnichannel solution so that means you can have a chat 134 00:08:51,650 --> 00:08:55,140 integration, voice integration and social media integration out of the 135 00:08:55,140 --> 00:09:01,240 box. Typically, contact center AI solution needs to take care 136 00:09:01,250 --> 00:09:05,230 of three different kinds of stakeholders. First stakeholder is the 137 00:09:05,230 --> 00:09:08,810 end customer. So, end customer calls in into the contact 138 00:09:08,810 --> 00:09:12,840 center and they are either interacting with the bot or 139 00:09:12,840 --> 00:09:16,150 they are interacting with the human agent. So, human agents 140 00:09:16,150 --> 00:09:20,820 are our second stakeholders. And the third stakeholder are basically 141 00:09:20,820 --> 00:09:26,270 agent managers or customer experience executives because they need transparency 142 00:09:26,520 --> 00:09:30,930 into the contact center. Remember contact center, mostly handles unstructured 143 00:09:31,020 --> 00:09:35,070 data that is like voice or chat. And it is 144 00:09:35,070 --> 00:09:46,820 very important to take this unstructured data and create structure and information out of this data. And Google AI can help you dig this unstructured data and 145 00:09:46,820 --> 00:09:49,420 create structure out of it. Toby, do you want to 146 00:09:49,420 --> 00:09:54,820 add something to that? Yeah, definitely. I think that I'd also like to break 147 00:09:54,820 --> 00:09:56,980 it down a little bit about where the technology comes 148 00:09:56,980 --> 00:09:59,890 from and what it actually means for contact center operators. 149 00:10:00,900 --> 00:10:04,170 So, just to set a little bit of interesting background 150 00:10:04,170 --> 00:10:08,010 here. So, contact center AI is actually made up of, 151 00:10:09,070 --> 00:10:12,690 I'd say three big separate components that are integrated into 152 00:10:12,690 --> 00:10:17,030 Genesys ecosystem. One of them is CCAI virtual agents, which is based 153 00:10:17,030 --> 00:10:20,560 on a piece of software called Dialogue Flow. Dialogue Flow 154 00:10:20,560 --> 00:10:24,790 is actually a platform that's used program, Google Assistant at 155 00:10:24,790 --> 00:10:27,040 Google. So, this is actually the same piece of software 156 00:10:27,040 --> 00:10:29,760 that developers use to actually build their voice applications for 157 00:10:30,550 --> 00:10:34,460 AI assistance. On the second one is Agent Assist. This 158 00:10:34,460 --> 00:10:38,320 is actually a piece of software prides provides AI augmentation 159 00:10:38,320 --> 00:10:42,020 for our contact center agent's job helping them go and 160 00:10:42,370 --> 00:10:45,430 fill in fields automatically or giving them turn by turn 161 00:10:45,430 --> 00:10:48,810 guidance for solving a complex issue. And finally, there's also 162 00:10:48,810 --> 00:10:51,710 Insights AI. And so, what this does is it actually 163 00:10:51,710 --> 00:10:55,520 surfaces all the information that the artificial intelligence is actually 164 00:10:55,520 --> 00:10:57,970 seeing out in the field at your contact center in 165 00:10:57,970 --> 00:11:02,510 a digestible format. So, what does it actually mean? Especially, 166 00:11:02,580 --> 00:11:05,670 I would say Dialogue Flow is the one CCAI virtual agent, 167 00:11:05,670 --> 00:11:07,780 which based on Dialogue Flow is when I get the most questions 168 00:11:07,780 --> 00:11:13,000 on from contact center operators. This is a combination of 169 00:11:13,000 --> 00:11:16,340 some things there are net new and also things that 170 00:11:16,340 --> 00:11:19,210 are kind of just like next generation of tasks you 171 00:11:19,210 --> 00:11:21,650 already do for your contact center. I'd say the most 172 00:11:21,650 --> 00:11:26,140 relatable thing is the thing that most next generation. So, 173 00:11:26,140 --> 00:11:29,260 if say your program menu, oftentimes nowadays you'll use a 174 00:11:29,260 --> 00:11:33,660 keyword recognition system, something where if somebody says something like 175 00:11:33,740 --> 00:11:36,460 pay my bill, that will go to the pay bill 176 00:11:36,460 --> 00:11:40,110 menu and walk you through that. The next generation gear, 177 00:11:40,110 --> 00:11:43,680 when you actually using something like CCAI virtual agent is 178 00:11:43,680 --> 00:11:46,270 people can express themselves however they want and the system 179 00:11:46,270 --> 00:11:52,370 will still capture it. So, something like, " Hey, I want 180 00:11:52,370 --> 00:11:55,230 to pay my bill now. Is it possible to do 181 00:11:55,230 --> 00:11:57,740 it by a credit card?" It would be able to 182 00:11:57,740 --> 00:12:01,060 actually go and pick up that utterance and still classify 183 00:12:01,060 --> 00:12:04,050 the intent as being pay my bill, even though it 184 00:12:04,050 --> 00:12:08,470 was very open ended and freely expressed. I would say 185 00:12:08,470 --> 00:12:11,750 that menu replacements tend to be the first step that 186 00:12:11,750 --> 00:12:14,410 most people actually do when they use the system. And 187 00:12:14,410 --> 00:12:16,300 then they tend to move on to much more sophisticated 188 00:12:16,300 --> 00:12:19,030 use cases, where we do say automated diagnostics or a 189 00:12:19,030 --> 00:12:23,730 resolution of issues even if it's quite complex. Anything else 190 00:12:23,730 --> 00:12:27,820 you think I should add Kishor? How about some examples of 191 00:12:27,820 --> 00:12:32,210 type of customers we work with? Oh, yeah, definitely. I 192 00:12:33,030 --> 00:12:36,590 would say that the breakdown is very interesting. I would 193 00:12:36,790 --> 00:12:45,990 say that healthcare, finance and telecommunications have really been driving 194 00:12:47,000 --> 00:12:49,520 most of our business at their onset. They definitely benefit 195 00:12:49,520 --> 00:12:52,750 the most from having a very sophisticated AI at the 196 00:12:52,750 --> 00:12:56,540 center of their contact center, because they tend to deal 197 00:12:56,540 --> 00:12:59,470 with very complex issues that also overlap with a lot 198 00:12:59,470 --> 00:13:07,000 of regulations, compliance, a lot of laws and frameworks around 199 00:13:07,000 --> 00:13:09,990 like when you can bill people, when you can't, when 200 00:13:09,990 --> 00:13:12,110 you can talk about certain types of personal information and 201 00:13:12,110 --> 00:13:19,470 when you can't. And so, all those business rules and 202 00:13:19,470 --> 00:13:22,250 business process that are in those types of organizations definitely 203 00:13:22,250 --> 00:13:27,590 drove a strong need to have more sophisticated tooling for 204 00:13:27,750 --> 00:13:32,780 providing automation around it. However, some of my customers that 205 00:13:32,780 --> 00:13:37,110 have scaled up the furthest so far have actually been 206 00:13:37,110 --> 00:13:42,650 retailers because their business can iterate very quickly. And so, 207 00:13:42,650 --> 00:13:45,370 they've actually already started to build things like automated appointment 208 00:13:45,370 --> 00:13:51,730 scheduling, automating returns and these sorts of use cases. Thanks, 209 00:13:52,120 --> 00:13:56,320 that's a great explanation. Janelle, maybe you could tell us 210 00:13:56,320 --> 00:13:59,790 a little bit about some of the AI use cases that you're 211 00:13:59,790 --> 00:14:05,690 seeing organizations deploy and the problems they've solved. Yeah, absolutely. 212 00:14:05,690 --> 00:14:12,050 And we see very similar industries that Toby mentioned adopting 213 00:14:12,100 --> 00:14:15,770 our AI applications as well. And certainly the ones where 214 00:14:15,770 --> 00:14:19,890 we integrate with Google CCAI come into play virtual agent, 215 00:14:20,280 --> 00:14:25,630 agent assist, even from the insights perspective. But in addition 216 00:14:25,630 --> 00:14:28,850 to those and to compliment those, we have additional ones 217 00:14:28,900 --> 00:14:34,870 that support both stakeholders of improving the customer experience as 218 00:14:34,870 --> 00:14:38,180 well as improving the employee experience. So, a couple of 219 00:14:38,180 --> 00:14:41,890 examples that come to my mind, Wendy are predictive engagement, 220 00:14:42,310 --> 00:14:47,260 where upfront, for example, I could be researching loan rates 221 00:14:47,610 --> 00:14:50,640 with my financial services company. And I may be part 222 00:14:50,640 --> 00:14:53,520 way through filling out a form when the bank behind 223 00:14:53,520 --> 00:14:56,620 the scenes is monitoring my behavior on their website real 224 00:14:56,620 --> 00:15:00,580 time and predicting the outcome based on that behavior, as 225 00:15:00,590 --> 00:15:02,810 well as any other data that they might have about 226 00:15:02,810 --> 00:15:06,630 me. And in that moment of truth before, maybe I 227 00:15:06,630 --> 00:15:10,260 go away from that website and look at other banks 228 00:15:10,260 --> 00:15:14,050 online, they may offer me a special promotion or offer 229 00:15:14,050 --> 00:15:17,940 me an invitation to chat or request a call back. 230 00:15:17,990 --> 00:15:21,980 So, that's another AI application that can compliment, and maybe 231 00:15:21,980 --> 00:15:25,300 even front end the virtual agent that could then pop 232 00:15:25,300 --> 00:15:29,520 up in that invitation with Google CCAI and do some 233 00:15:29,520 --> 00:15:33,090 more prompting and collect some more information before routing it 234 00:15:33,090 --> 00:15:36,470 to that very best alone loan agent. Then on the 235 00:15:36,470 --> 00:15:39,940 employee journey side of things, one of the other AI 236 00:15:39,940 --> 00:15:44,610 applications that come to mind really relate to more accurate, 237 00:15:44,660 --> 00:15:50,240 as well as accelerated forecasting and scheduling so that when 238 00:15:50,250 --> 00:15:54,380 that loan a specialist needs to be staffed, we can 239 00:15:54,400 --> 00:15:57,680 utilize all of that employee data, as well as the 240 00:15:57,680 --> 00:16:04,410 demand, a much more sophisticated perspective to get to really 241 00:16:04,410 --> 00:16:07,390 the highest accuracy rates and getting the right people staffed 242 00:16:07,660 --> 00:16:12,190 to handle the expected demand. So, workforce engagement management, absolutely 243 00:16:12,360 --> 00:16:16,520 important and broadly used use case for AI as well 244 00:16:16,520 --> 00:16:20,100 as predictive engagement that supports not even just improving customer 245 00:16:20,100 --> 00:16:24,030 experience, but also driving sales and marketing. We see financial 246 00:16:24,030 --> 00:16:28,620 institutions have four times conversion rates and at 60% a 247 00:16:28,630 --> 00:16:31,590 lower cost per lead with that application. So, a lot 248 00:16:31,590 --> 00:16:36,560 of business results and business outcomes versus just having AI 249 00:16:36,560 --> 00:16:39,260 for the sake of AI, which I think especially in 250 00:16:39,260 --> 00:16:41,300 this day and age is what matters most the business 251 00:16:41,300 --> 00:16:48,020 outcome that we're driving towards. Yeah, absolutely. Good response there. 252 00:16:48,510 --> 00:16:53,870 Okay. So, one of the questions we received from customers 253 00:16:54,370 --> 00:16:59,060 frequently is what is Dialogue Flow? And maybe Toby, you 254 00:16:59,060 --> 00:17:01,210 can take this one and how does it integrate with 255 00:17:01,210 --> 00:17:06,100 my contact center? Yeah, definitely. I know I alluded to 256 00:17:06,100 --> 00:17:11,030 it a little bit before but Dialogue Flow is the platform that you actually 257 00:17:11,030 --> 00:17:16,600 build artificial intelligence automation in. And so, this would be things 258 00:17:16,600 --> 00:17:22,990 like actually if you've ever built IVR trees before, this 259 00:17:22,990 --> 00:17:25,710 is kind of a version of that. But if you 260 00:17:25,710 --> 00:17:28,170 were building, let's say the same technology that powers Google 261 00:17:28,170 --> 00:17:31,840 Assistant so you can build a bit more flexible of 262 00:17:31,840 --> 00:17:36,080 designs. It's also designed to be used by non- programmers. 263 00:17:36,420 --> 00:17:38,280 And so, that is you should be able to be 264 00:17:38,280 --> 00:17:40,530 productive on this even if you don't actually have a 265 00:17:40,530 --> 00:17:42,930 background in IT. But that was a major goal of 266 00:17:42,940 --> 00:17:47,630 us in designing this platform. So, overall, like I would 267 00:17:47,630 --> 00:17:57,440 say what Dialogue Flow does is it allows you to 268 00:17:57,440 --> 00:18:01,180 build conversational experiences with your customer, but it allows you to move 269 00:18:01,850 --> 00:18:06,780 from just automation to actually designing real user experience. So, 270 00:18:07,070 --> 00:18:12,020 how does it integrate with Genesys? We'll say like you 271 00:18:12,020 --> 00:18:15,740 all have something called Up Foundry and you can actually 272 00:18:15,740 --> 00:18:18,610 use this to go and add a contact center AI 273 00:18:19,610 --> 00:18:23,610 virtual agent powered by Dialogue Flow into your existing contact 274 00:18:23,610 --> 00:18:28,060 center. And we think this is especially important because there's other systems 275 00:18:28,060 --> 00:18:29,870 out there that exist that actually require you to rip 276 00:18:29,870 --> 00:18:32,930 and replace your contact center to add in artificial intelligence. 277 00:18:33,740 --> 00:18:35,530 And really our view on this is that you shouldn't 278 00:18:35,530 --> 00:18:38,690 have to go through a lot of cost and complexity 279 00:18:38,690 --> 00:18:41,970 to be able to adopt next generation of AI. You should be able to just put 280 00:18:41,970 --> 00:18:44,920 it right into your existing contact center that you already 281 00:18:44,920 --> 00:18:50,090 know and love. Yap, absolutely. It should be easy. So, let's 282 00:18:50,090 --> 00:18:54,570 get started on the security topic with a few questions 283 00:18:54,570 --> 00:18:58,190 where you receive around data protection. We know this is 284 00:18:58,190 --> 00:19:02,820 top of mind for many organizations and we want you 285 00:19:02,820 --> 00:19:05,480 to know what we're doing to secure and keep your 286 00:19:05,480 --> 00:19:09,700 data protected. We're going to answer questions that relate to 287 00:19:09,700 --> 00:19:14,050 both cloud contact center security and AI security, but let's 288 00:19:14,050 --> 00:19:20,780 start with Genesys and cloud contact center data protection. Janelle, 289 00:19:21,050 --> 00:19:24,630 a common question that we hear from customers is how 290 00:19:24,630 --> 00:19:30,120 does Genesys provide security for multi- tenent cloud environment? We 291 00:19:30,120 --> 00:19:34,020 do get that question a lot. So, multi- tenent environment security 292 00:19:34,090 --> 00:19:39,700 is enforced with essentially barriers and controls that keep your 293 00:19:39,700 --> 00:19:45,650 data completely separated from everyone else's allowing secure access to 294 00:19:45,950 --> 00:19:51,610 yours and your data only. We're regularly testing these controls 295 00:19:51,610 --> 00:19:55,360 to ensure the access is secure, and each organization is 296 00:19:55,360 --> 00:20:01,640 completely isolated within these barriers. Great. And how is that 297 00:20:01,640 --> 00:20:06,880 data encrypted? I would say it's encrypted with a TLA 298 00:20:06,930 --> 00:20:14,430 called TLS, Transport Layer Security. Genesys applications interact with cloud 299 00:20:14,430 --> 00:20:19,520 servers over transport layer security transmission. And what that does 300 00:20:19,520 --> 00:20:22,600 is it ensures the highest level of security when your 301 00:20:22,600 --> 00:20:27,610 data is in transit. The transport layer security, it terminates 302 00:20:27,640 --> 00:20:31,500 only within the Genesys network. So, you can be assured 303 00:20:31,500 --> 00:20:36,390 that your sensitive data at rest is encrypted using what's 304 00:20:36,390 --> 00:20:41,000 called AES- 256. These keys are encrypted with a regular 305 00:20:41,000 --> 00:20:45,840 rotated set of master keys for extra security. Great. And 306 00:20:46,280 --> 00:20:50,600 how does Genesys manage storage of transcripts and other data? 307 00:20:50,600 --> 00:20:54,150 Is it local or is it in the cloud? Call 308 00:20:54,150 --> 00:21:01,070 recordings, screen recordings, transcripts, they're all encrypted using an individual 309 00:21:01,070 --> 00:21:05,630 customer key that can only be decrypted by the customer 310 00:21:05,630 --> 00:21:13,270 who owns them. Our encryption algorithm uses strong 3072 that 311 00:21:13,310 --> 00:21:17,850 public private key pairs to create unreadable records that may 312 00:21:17,850 --> 00:21:22,580 be safely stored off premises. And the use of long 313 00:21:22,580 --> 00:21:27,980 and strong cryptographic keys provides an effective defense against those 314 00:21:27,980 --> 00:21:31,170 brute force attacks that we're trying to all protect ourselves 315 00:21:31,170 --> 00:21:35,900 from. The public and private keys in a pair are 316 00:21:35,900 --> 00:21:40,160 mathematically linked. The private key is used to decrypt anything 317 00:21:40,160 --> 00:21:44,500 encrypted by its corresponding public key. It's recommended that an 318 00:21:44,500 --> 00:21:48,690 organization change those encrypted keys on a regular basis for 319 00:21:48,690 --> 00:21:54,340 added security. And we also have security destruction, policies and 320 00:21:54,340 --> 00:21:58,120 controls in place to destroy your data from our environment 321 00:21:58,240 --> 00:22:02,780 when and as needed. I'll also add that retention policies 322 00:22:02,780 --> 00:22:07,700 are managed by you and can be established by you 323 00:22:08,120 --> 00:22:11,460 to suit your business needs. And contact center managers can 324 00:22:11,460 --> 00:22:16,440 select recordings and transcripts to be protected from deletion for 325 00:22:16,440 --> 00:22:22,330 legal and other reasons as well. Great. Let's shift to 326 00:22:22,330 --> 00:22:27,700 Google now. Kishor, does Google look at my customer's data? 327 00:22:27,700 --> 00:22:32,770 This is a common question. And can Google view customer data 328 00:22:32,770 --> 00:22:37,860 or other GCP customers view my data or another company's 329 00:22:37,860 --> 00:22:41,340 data? We do hear this concern from customers all the 330 00:22:41,340 --> 00:22:48,930 time, and I understand why there is this concern. So, let me make it explicitly clear that Google Cloud does not share 331 00:22:49,050 --> 00:22:52,640 or use or has access to any customer data store 332 00:22:52,720 --> 00:22:56,660 in the cloud, in any format. Very similar to what 333 00:22:56,660 --> 00:23:00,650 Janelle explains that all the data is encrypted using a 334 00:23:00,650 --> 00:23:04,810 key, and that is a customer key. All the data 335 00:23:04,870 --> 00:23:08,950 in transit and address is encrypted and cannot be accessed 336 00:23:08,950 --> 00:23:12,930 by Google cloud, or in fact, anyone else. Your data 337 00:23:12,930 --> 00:23:15,890 is yours and you control what happens to your data. 338 00:23:16,300 --> 00:23:19,120 We do not use it for any purpose. With the 339 00:23:19,120 --> 00:23:22,080 exception that if you file a support ticket with us 340 00:23:22,130 --> 00:23:27,990 and you give us explicit permission to look at your 341 00:23:27,990 --> 00:23:31,080 data to solve a problem, then we will look at 342 00:23:31,080 --> 00:23:34,150 your data, but that's very explicit and you will get 343 00:23:34,150 --> 00:23:36,730 to know that we have accessed data who, when and 344 00:23:36,730 --> 00:23:39,940 why and what data is accessed, but that's only for 345 00:23:39,940 --> 00:23:45,160 solving a problem at a specific point in time. And 346 00:23:45,160 --> 00:23:50,000 Toby, does this apply to transcripts? How are those transcripts 347 00:23:50,000 --> 00:23:53,040 stored? Are they local, or are they stored in the 348 00:23:53,040 --> 00:23:57,420 cloud? Pretty similar answer to what Kishor just gave, which 349 00:23:57,420 --> 00:24:01,270 is that it turns out if we want our customers 350 00:24:01,270 --> 00:24:03,470 actually buy cloud software from us, they really want a 351 00:24:03,470 --> 00:24:05,340 lot of control over their data. And so, that's what we 352 00:24:05,340 --> 00:24:09,540 give them. So, yeah, I mean, in terms of transcripts, 353 00:24:09,540 --> 00:24:14,410 I would really separate the answer into two different buckets. 354 00:24:14,670 --> 00:24:17,730 One is what about audio transcripts. So, actual recordings of 355 00:24:17,730 --> 00:24:20,650 what people are saying. And one is about text transcripts. 356 00:24:21,040 --> 00:24:26,300 Audio transcripts, very easy to talk about. By default we 357 00:24:26,300 --> 00:24:30,530 don't store audio recordings at all. You can opt to 358 00:24:30,530 --> 00:24:35,150 do that via Genesys or via Google Cloud storage, however 359 00:24:35,150 --> 00:24:37,960 you wish, if you program it that way. But we 360 00:24:37,960 --> 00:24:43,080 actually won't do that by default. Text transcripts on the 361 00:24:43,080 --> 00:24:45,040 other hand, this will be, say what Google texts to 362 00:24:45,040 --> 00:24:50,240 speech, which is part of Dialogue Flow that text transcripts 363 00:24:50,300 --> 00:24:52,680 are stored by default. But you have a lot of 364 00:24:52,680 --> 00:24:54,730 options in the way that you can actually control this. 365 00:24:55,070 --> 00:24:57,610 You can store it in your own database on premises, 366 00:24:57,630 --> 00:25:01,090 you can store it in a Google Cloud buckets. You 367 00:25:01,090 --> 00:25:03,820 can store it in any other type of cloud database 368 00:25:05,010 --> 00:25:08,240 really anything you want and via that direction, you can 369 00:25:08,240 --> 00:25:11,350 also control retention periods, what region that text is actually 370 00:25:11,350 --> 00:25:13,620 stored in or anything else that you would probably care 371 00:25:13,620 --> 00:25:19,030 about. Additionally, I would say as a best practice most 372 00:25:19,030 --> 00:25:23,020 of our customers will actually redact any customer logs that 373 00:25:23,070 --> 00:25:26,610 they have, any utterances that their end customers are actually 374 00:25:26,610 --> 00:25:30,350 saying it's their contact center systems so that, especially if 375 00:25:30,350 --> 00:25:34,030 they mentioned something like, " Hey, is it possible to mail 376 00:25:34,030 --> 00:25:38,930 that card to my address at 1234 Main Street?" That 377 00:25:38,930 --> 00:25:42,240 address is actually redacted from the logs, thus minimizing your 378 00:25:42,240 --> 00:25:48,240 security exposure. So, long story short is just like anything 379 00:25:48,240 --> 00:25:51,460 else you have full control over your data. And Google 380 00:25:51,460 --> 00:25:54,010 is not using it for any purpose for itself, it's 381 00:25:54,010 --> 00:25:59,870 just for you. And I think one of the top 382 00:25:59,870 --> 00:26:04,970 questions you probably received, Toby is what data is used 383 00:26:04,970 --> 00:26:11,630 for training the AI models? Also an excellent question. The 384 00:26:11,630 --> 00:26:16,620 data that you use to train AI models will be data 385 00:26:16,620 --> 00:26:20,670 that you provide. So, let's say for instance that you're 386 00:26:20,670 --> 00:26:25,050 programming a CCAI virtual agent intent for paying your bill, 387 00:26:25,550 --> 00:26:28,100 an example that we gave earlier. But you may go 388 00:26:28,100 --> 00:26:30,880 and insert training phrases into that that tells the system 389 00:26:30,880 --> 00:26:33,240 how to recognize that somebody wants to pay their bill. 390 00:26:33,820 --> 00:26:36,860 It might be something like, " I want to pay my 391 00:26:36,860 --> 00:26:42,710 bill today. Or how do I pay my bill? Or 392 00:26:43,140 --> 00:26:45,730 I have money I'm ready to pay." So, you might 393 00:26:45,730 --> 00:26:49,640 feed all of those what are called training phrases into 394 00:26:49,640 --> 00:26:51,760 the system. And the system would know that if it 395 00:26:51,760 --> 00:26:54,500 sees something similar to that, that it would go and 396 00:26:54,500 --> 00:26:57,130 recognize the intent pay my bill. So, that's the training 397 00:26:57,130 --> 00:27:01,610 input data. So, you actually go and supply that as 398 00:27:01,610 --> 00:27:03,800 a customer or you pay a system integrator, go ahead 399 00:27:03,880 --> 00:27:07,270 and do that for you. Importantly, and this is true 400 00:27:07,270 --> 00:27:10,440 for all artificial intelligence, not just for CCAI virtual agent 401 00:27:10,440 --> 00:27:12,960 and Dialogue Flow. You should make sure that there's no 402 00:27:12,960 --> 00:27:16,440 PII in that data. You don't want to be training AI models on 403 00:27:16,440 --> 00:27:18,940 PII, because then it's going to be making inferences based 404 00:27:18,950 --> 00:27:20,990 on the PII that you put in there. And it 405 00:27:20,990 --> 00:27:24,760 may be inferring things about other customers PII when it's 406 00:27:24,760 --> 00:27:29,210 talking to a different customer. So, you supply the data 407 00:27:29,210 --> 00:27:32,560 and you own that data and we don't use it 408 00:27:32,560 --> 00:27:35,580 to train other models per se, other customers, it's just 409 00:27:35,580 --> 00:27:41,410 for you. Good to know. Kishor, how is my customer's 410 00:27:41,410 --> 00:27:50,220 data on CCAI encrypted and secured? Sure. So, I actually 411 00:27:50,480 --> 00:27:53,570 a few questions about that if everything in the Google 412 00:27:53,570 --> 00:27:59,270 Cloud is encrypted. So, it's no different for CCAI. CCAI being 413 00:27:59,270 --> 00:28:02,730 an integrated solution So the piece of the technology, which 414 00:28:02,730 --> 00:28:07,390 lives in Google is very similarly encrypt data, in transit 415 00:28:07,890 --> 00:28:11,230 and address. And I think Janelle mentioned how they encrypt 416 00:28:11,540 --> 00:28:14,450 data on the Genesys side. So, when you bring both 417 00:28:14,450 --> 00:28:18,130 of these solutions together, all your data once it enters 418 00:28:18,680 --> 00:28:25,180 either Genesys infrastructure or our infrastructure is encrypted and stored 419 00:28:25,950 --> 00:28:31,400 encrypted all the time. Right. I think one of you 420 00:28:31,400 --> 00:28:33,870 touched on this earlier, but this question just came in 421 00:28:33,870 --> 00:28:39,270 from the audience about redacting sensitive information. How do you 422 00:28:39,270 --> 00:28:42,970 do that? Could you touch on that again? Yes. I 423 00:28:42,970 --> 00:28:45,320 can see actually there are two questions here by audience 424 00:28:45,320 --> 00:28:48,930 that, how do you do redacting? So, yes, this is one of 425 00:28:48,930 --> 00:28:51,910 the most common questions we get asked that how do 426 00:28:51,910 --> 00:28:55,760 you remove PII information? And I think it will be mentioned 427 00:28:55,760 --> 00:29:00,950 that briefly that how do we handle it? So, once 428 00:29:00,950 --> 00:29:04,010 the data comes in, in any format like chat or 429 00:29:04,110 --> 00:29:07,390 voice, of course, voice gets converted again into the text 430 00:29:07,730 --> 00:29:10,310 and it's handed over to Dialogue Flow. So, the flow 431 00:29:10,310 --> 00:29:14,550 starts from Genesys and comes into the Dialogue Flow. There 432 00:29:14,900 --> 00:29:17,410 is a step where this information has to go into 433 00:29:17,410 --> 00:29:20,680 the backend systems of the customer, because let's say for 434 00:29:20,680 --> 00:29:23,990 example, the customer is asking for billing information. And for 435 00:29:23,990 --> 00:29:27,190 that, we need the account, which is a PII information. 436 00:29:27,190 --> 00:29:30,530 Or customer is providing a credit card number, which is 437 00:29:30,530 --> 00:29:34,090 again, a PII information. So, that information goes to the 438 00:29:34,090 --> 00:29:39,360 backend, but before we store the transcription logs on the 439 00:29:39,360 --> 00:29:43,700 desk, we redact it and we do mask it so 440 00:29:43,870 --> 00:29:46,350 it's not like we created an empty space between the 441 00:29:46,350 --> 00:29:50,640 text, we mask it. We use cloud data loss prevention, 442 00:29:50,640 --> 00:29:53,590 API. This is a API which is available on its 443 00:29:53,590 --> 00:29:56,530 own to the customer by Google Cloud, but it's also 444 00:29:56,870 --> 00:30:01,490 internally used by CCAI. So, it has standard 26 formats, 445 00:30:01,490 --> 00:30:04,170 which you can use for redaction and masking and keep 446 00:30:04,170 --> 00:30:09,140 the formatting. Also, you can define and create your own 447 00:30:11,990 --> 00:30:15,700 masking. For example, you have an alphanumeric account number and 448 00:30:15,700 --> 00:30:18,480 there is no standard format available, you can define your 449 00:30:18,480 --> 00:30:23,250 own format and master data that way. I'm a big 450 00:30:23,250 --> 00:30:25,810 fan of that tool, Kishor. It's so much easier than reg 451 00:30:25,870 --> 00:30:35,830 clause. Okay. So, let's shift to access control and app 452 00:30:35,830 --> 00:30:40,690 security. We know that preventing authorized access to systems and 453 00:30:40,690 --> 00:30:43,750 tools is probably one of the best ways that we 454 00:30:43,750 --> 00:30:49,010 can secure data. And most organizations that we speak with 455 00:30:49,010 --> 00:30:53,460 ask us about three things. The first is authentication. Second 456 00:30:53,460 --> 00:30:56,710 is authorization, and the third is auditing. And I like 457 00:30:56,710 --> 00:30:59,610 to think of these as the three As of access 458 00:30:59,610 --> 00:31:03,690 control. So, let's start with Genesys and one of the 459 00:31:03,690 --> 00:31:07,830 top questions we see from our customers. Janelle, how does 460 00:31:07,830 --> 00:31:13,560 Genesys manage authentication and role based access control? Well, let's 461 00:31:13,560 --> 00:31:17,730 hit on two of those three As Wendy. So, Genesys 462 00:31:17,730 --> 00:31:25,380 authorized users, access Genesys cloud using multifactor authentication. So, I'll 463 00:31:25,380 --> 00:31:29,420 use our activities, are logged and monitored and access by 464 00:31:29,420 --> 00:31:35,610 privileged users is reviewed periodically. Access is role- based and 465 00:31:35,610 --> 00:31:39,500 these access controls ensure that only users with the proper 466 00:31:39,500 --> 00:31:44,220 authority and legitimate business requirements are allowed to access on 467 00:31:44,240 --> 00:31:49,040 your data. We use something called OAuth authorization to hit 468 00:31:49,040 --> 00:31:52,620 on the second A there for secure access to third 469 00:31:52,620 --> 00:31:57,830 party applications without revealing any of those authentication details. And 470 00:31:57,830 --> 00:31:59,860 so, just to clarify a little bit more, if that's 471 00:31:59,860 --> 00:32:05,240 a new term, if you're listening in OAuth authorization. Authorization, 472 00:32:06,090 --> 00:32:09,180 the size of what an app can do and authentication 473 00:32:09,180 --> 00:32:15,520 can verify the user identity. Awesome. And Toby, do you 474 00:32:15,520 --> 00:32:22,310 want to hit on Google and? I think that's a 475 00:32:22,310 --> 00:32:31,240 better question for Kishor. So, basically we integrate with GCBIAM, 476 00:32:34,890 --> 00:32:38,810 GCBIAM controls identity and access management across GCB products, and 477 00:32:38,810 --> 00:32:43,420 then that means twofold for CCAI components and a twofold 478 00:32:43,740 --> 00:32:46,670 Dialogue Flow. So, there are different roles which are at 479 00:32:46,670 --> 00:32:49,640 different levels. So, you have a developer role as well as 480 00:32:49,640 --> 00:32:53,150 a non developer role for Dialogue Flow earlier with Toby mentioned 481 00:32:53,150 --> 00:32:56,450 that Dialogue Flows are good also for non- developers to 482 00:32:56,450 --> 00:33:00,700 create a conversational AI. So, these different rules are available 483 00:33:00,700 --> 00:33:04,950 and you can give access to people with different roles 484 00:33:05,360 --> 00:33:11,390 as well as that are API level basically roles, which 485 00:33:11,390 --> 00:33:15,880 while integration between Genesys and the customer, that is sorry, Genesis 486 00:33:16,440 --> 00:33:19,750 and Google. I'm sure you don't want the partner to 487 00:33:20,010 --> 00:33:22,980 have access to everything. And I think we already answered that you 488 00:33:22,980 --> 00:33:26,030 own your data. So, what level of access does the 489 00:33:26,030 --> 00:33:29,050 partner gets can also be defined at a very granular 490 00:33:29,050 --> 00:33:38,240 level. Right. And Kishor, when it comes to continuous security and 491 00:33:38,240 --> 00:33:45,160 audit mechanisms, what mechanisms does Google have in place to 492 00:33:45,160 --> 00:33:54,110 protect those systems? So, what are we trying to protect? 493 00:33:54,170 --> 00:33:56,700 The most important data we are trying to protect is in the CCAI 494 00:33:56,700 --> 00:33:58,680 space, of course, in general, we are trying to protect 495 00:33:58,680 --> 00:34:02,190 everything which customer gives us, but in CCAI space is 496 00:34:02,190 --> 00:34:06,030 the conversational logs. And there are two different kinds of 497 00:34:06,030 --> 00:34:08,790 logs. One is the conversational logs and another is the 498 00:34:12,160 --> 00:34:17,030 application log. So, for application logs, GCB will write something called Cloud Operations, 499 00:34:17,030 --> 00:34:20,240 and previously it was known as tack driver, which lets 500 00:34:20,240 --> 00:34:27,040 you basically log, debug trace, monitor and do the notification 501 00:34:27,040 --> 00:34:31,250 and alerting. All these functionality is available in one place. 502 00:34:31,520 --> 00:34:35,030 So, no matter what GCB products you are using, you 503 00:34:35,030 --> 00:34:38,010 can do all of these functions for that product that 504 00:34:38,010 --> 00:34:41,590 also includes Dialogue Flow. That means any API call on the dialogue 505 00:34:41,590 --> 00:34:46,530 flow can be looked at, you can set up a 506 00:34:46,530 --> 00:34:49,530 notification. If something is breaking a post, you can set up 507 00:34:49,530 --> 00:34:55,190 a notification. And with conversational logs now that is important. 508 00:34:55,190 --> 00:34:59,620 This is where your... Again, it's your choice. You may 509 00:34:59,620 --> 00:35:02,480 store or not store PII information as part of the 510 00:35:02,480 --> 00:35:07,170 conversation logs. But even if you redact the PII information, 511 00:35:07,250 --> 00:35:11,840 this is very sensitive information. So, again, it is encrypted 512 00:35:12,900 --> 00:35:16,960 and we provide something called access control, transparency. That means 513 00:35:17,610 --> 00:35:20,680 that let's say you call at Google or Genesys, and 514 00:35:20,680 --> 00:35:23,340 you will say that there is a problem in the 515 00:35:23,340 --> 00:35:27,280 system. And we need to look at this data specifically 516 00:35:27,280 --> 00:35:32,010 conversational logs with your explicit permission, we will look at 517 00:35:32,010 --> 00:35:35,360 that data, but at the same time, we will do 518 00:35:35,360 --> 00:35:38,790 the logging that who looked this long, why this log 519 00:35:38,790 --> 00:35:42,100 was looked at, and one point in time. And then you 520 00:35:42,100 --> 00:35:46,510 can set up notification, that means you all security and compliance team is 521 00:35:46,510 --> 00:35:52,160 aware that what is going on. Good to know, and to know... Oh 522 00:35:52,160 --> 00:35:55,440 yeah, go ahead. Maybe from a people perspective, if I 523 00:35:55,440 --> 00:35:59,440 could answer that, from Genesys' point of view, we are 524 00:35:59,440 --> 00:36:03,730 continuously security monitoring with a group of experts that monitor 525 00:36:03,730 --> 00:36:08,710 the systems 24/ 7, using a comprehensive set of tools 526 00:36:08,710 --> 00:36:13,670 and processes and industry best practices. So, drilling into that 527 00:36:13,670 --> 00:36:16,640 a little bit more, we have a large number of 528 00:36:16,640 --> 00:36:24,500 security, engineers, security analysts, penetration testers, ethical hackers, and compliance 529 00:36:24,500 --> 00:36:29,610 analysts. They're all in house to keep our offering secure 530 00:36:29,610 --> 00:36:32,300 and compliant. And all of these experts have a wealth 531 00:36:32,300 --> 00:36:37,440 of industry experience and security monitoring, their responsibilities include event 532 00:36:37,440 --> 00:36:42,580 monitoring, intrusion detection, logging, and alerting and then vulnerability and 533 00:36:42,580 --> 00:36:47,710 incident response management. And we're also providing audit mechanisms across 534 00:36:47,710 --> 00:36:53,120 events, user access, and administration to go with it. Great. 535 00:36:56,070 --> 00:36:59,960 Here's a user common question. Maybe Toby, we could start with 536 00:36:59,960 --> 00:37:03,890 you. If my customer already has their data in Google 537 00:37:03,890 --> 00:37:07,740 Cloud platform, will they be able to access and use 538 00:37:07,740 --> 00:37:15,150 this data through CCAI? Yap. I would say generally, yes. 539 00:37:15,990 --> 00:37:18,850 I think that the most key thing to consider here 540 00:37:18,850 --> 00:37:21,780 is exactly what Kishor talked about earlier, which is identity 541 00:37:21,780 --> 00:37:24,870 and access management also called IEM in the cloud world. 542 00:37:27,050 --> 00:37:30,020 If you have authorization to use that data within your 543 00:37:30,020 --> 00:37:34,150 company, then you can use that data. Generally, as part 544 00:37:34,150 --> 00:37:37,200 of your deployment process with CCAI, you may actually go 545 00:37:37,200 --> 00:37:41,250 ahead and ask your cloud administrator to give whoever the 546 00:37:41,250 --> 00:37:45,580 developers are of that system or whoever's administrating CCAI as 547 00:37:45,580 --> 00:37:50,340 a system on Genesys to give them the appropriate roles 548 00:37:50,340 --> 00:37:54,110 and permissions to actually use that data. Typically, this data 549 00:37:54,110 --> 00:37:57,410 is going to be something like maybe conversation logs from 550 00:37:57,410 --> 00:38:01,050 previous interactions, which you might use as training data for 551 00:38:01,050 --> 00:38:06,500 your future designs. It may also be say customer databases 552 00:38:06,500 --> 00:38:09,610 you use to automatically resolve queries. So, maybe you may 553 00:38:09,610 --> 00:38:12,730 go and check to see what a customer's billing zip 554 00:38:12,730 --> 00:38:16,030 code is in a database, to be able to tell whether or not 555 00:38:16,030 --> 00:38:18,140 somebody is authorized to make a change to an account, 556 00:38:18,320 --> 00:38:21,710 or to just provide a provide an account validation question. 557 00:38:25,980 --> 00:38:28,980 Great. Looks like we answered this question, but this just 558 00:38:28,980 --> 00:38:35,470 came in via the live audience. Can the CCAI customer 559 00:38:35,470 --> 00:38:39,630 access the transcripts and can a partner access transcripts? I 560 00:38:39,630 --> 00:38:43,180 think you've touched on this Kishor. Yes. So, I would 561 00:38:44,210 --> 00:38:46,900 simply say, I think between me and Janelle and Toby, 562 00:38:46,900 --> 00:38:49,170 we've answered this question in a different format, but what 563 00:38:49,170 --> 00:38:53,010 I would say is that we take access security very, 564 00:38:53,010 --> 00:38:56,390 very serious, but it is important for us. It's important 565 00:38:56,390 --> 00:38:59,780 for Genesys because we understand that is as you see 566 00:38:59,780 --> 00:39:02,050 the voting resides, this is the biggest concern for our 567 00:39:02,600 --> 00:39:07,570 customer. And what does that mean? That means that nobody 568 00:39:07,570 --> 00:39:12,110 has access to these transcripts except the customer themselves, even 569 00:39:12,930 --> 00:39:16,770 for the customers, with the help of IIM, they can choose their 570 00:39:16,770 --> 00:39:20,600 own employees have access to this data or not. That 571 00:39:20,600 --> 00:39:23,900 is true again for the partners. Partners will not have 572 00:39:23,900 --> 00:39:27,830 access by default. So, you have to explicitly grant the 573 00:39:27,830 --> 00:39:33,070 access permission to the partners, again for highly regulated environment. 574 00:39:33,730 --> 00:39:36,240 Most of the times nobody has access to this transcript. 575 00:39:37,050 --> 00:39:39,990 Too for Dialogue Flow, you can control who gets access 576 00:39:39,990 --> 00:39:47,250 to this and finally some things I mentioned in the... Sorry, there was some echo. 577 00:39:47,370 --> 00:39:49,610 But finally, I think I haven't mentioned that I mentioned 578 00:39:49,610 --> 00:39:54,130 earlier the only simple use case where we get access 579 00:39:54,130 --> 00:39:56,900 to the transcript blogs is when you have an on 580 00:39:56,900 --> 00:40:01,370 call engineer access, transcript blogs for troubleshooting purpose. This access 581 00:40:01,370 --> 00:40:04,570 is again, taught and tracked and available for reporting anytime using 582 00:40:04,570 --> 00:40:12,830 access control transparency. That's great. Thank you. Let's go ahead and shift gears to compliance 583 00:40:12,920 --> 00:40:17,020 and resiliency and how they play a part in keeping 584 00:40:17,020 --> 00:40:21,650 systems secure. Let's look at some regulations that have been 585 00:40:21,650 --> 00:40:25,910 put in place like GDPR to protect consumers and payment 586 00:40:25,910 --> 00:40:30,780 card protection standards, all of these, of course, designed to 587 00:40:30,780 --> 00:40:35,280 protect an organization, minimize risk which can be costly if 588 00:40:35,280 --> 00:40:40,380 it's not managed well not to mention disturbing trust with 589 00:40:40,380 --> 00:40:46,530 your customers, citizens, constituents, consumers. And as you can imagine, 590 00:40:46,530 --> 00:40:49,780 many companies around the world care about this deeply as 591 00:40:49,780 --> 00:40:53,550 we saw in the poll earlier. So, why don't we 592 00:40:53,550 --> 00:40:59,410 start with Genesys what security and compliance standards do you 593 00:40:59,410 --> 00:41:04,210 offer, Janelle? Large. And so, since this is such a 594 00:41:04,210 --> 00:41:07,110 hot topic based on our poll, let's go into a little bit 595 00:41:07,110 --> 00:41:10,720 more details here. So, we support high level of compliance 596 00:41:11,020 --> 00:41:16,480 with many standards and regulations worldwide. The list is pretty 597 00:41:16,480 --> 00:41:25,800 extensive Soc 2, PCI, GDPR HIPAA, coupled with ISO, privacy 598 00:41:25,800 --> 00:41:31,880 shield compliance and USEU, and US Switzerland data transfer requirements. 599 00:41:31,880 --> 00:41:36,540 And I bet Google's list is even longer. So, same 600 00:41:36,540 --> 00:41:45,080 question to Toby. Yeah, pretty similar answer. I think that 601 00:41:45,080 --> 00:41:48,230 we overlap with most of those. But yeah, another really 602 00:41:48,230 --> 00:41:51,370 long list. The full list is available on Google Cloud's 603 00:41:51,370 --> 00:41:54,520 website. The only thing I would add to this is 604 00:41:54,720 --> 00:41:57,530 say for things like HIPAA, of course, like software itself 605 00:41:57,530 --> 00:42:00,310 doesn't come HIPAA compliant. Like you as an organization also 606 00:42:00,330 --> 00:42:03,780 have to operate in a HIPAA compliant way. But yeah, 607 00:42:03,780 --> 00:42:08,840 we do fulfill the requirements for most organizations. I would 608 00:42:08,840 --> 00:42:12,860 say the one exception is that we are still working 609 00:42:12,860 --> 00:42:18,000 on GDPR. So, and a couple of quarters we'll be 610 00:42:18,000 --> 00:42:22,860 ready to be GDPR compliant out of the box. If you 611 00:42:22,860 --> 00:42:27,130 are a European customer then in the short term, you 612 00:42:27,130 --> 00:42:29,830 would have to do a bit of extra configuration to 613 00:42:29,830 --> 00:42:33,850 become GDPR compliant, but just talk to your local sales 614 00:42:33,850 --> 00:42:37,230 engineer or a solutions architect about how to accomplish that. 615 00:42:38,400 --> 00:42:45,410 Speaking of GDPR, Janelle how does Genesys handle removal of data 616 00:42:45,690 --> 00:42:51,060 from the models in relation to GDPR rights. I know 617 00:42:51,060 --> 00:42:54,470 Google touched on protecting PII data a little bit already, 618 00:42:54,480 --> 00:42:57,210 but from a Genesys perspective, we started our work on 619 00:42:57,210 --> 00:43:03,600 GDPR back in 2017, actually. We successfully completed a data 620 00:43:03,600 --> 00:43:09,070 inventory that determined every single location in which Genesys cloud 621 00:43:09,300 --> 00:43:13,950 stores and processes and transmits that PII data. So, every 622 00:43:13,950 --> 00:43:18,640 service and Genesys cloud includes an automated mechanism for data 623 00:43:18,640 --> 00:43:23,390 access and data deletion requests. For cloud, we created also 624 00:43:23,390 --> 00:43:29,210 a GDPR API that allows companies to implement their customer's 625 00:43:29,210 --> 00:43:32,980 requests also to exercise their fundamental data rights. And with 626 00:43:32,980 --> 00:43:37,360 this API cloud users can establish a mechanism to easily 627 00:43:37,360 --> 00:43:41,330 access and manage their private data and the requests of 628 00:43:41,330 --> 00:43:46,490 their customers too. Awesome. And Kishor or Toby, anything to 629 00:43:46,490 --> 00:43:52,280 add on the GDPR front? Yeah. So, I think Toby 630 00:43:52,450 --> 00:43:57,020 replied to the GDPR, but even once we have it, it 631 00:43:57,020 --> 00:44:01,600 is important that any security is a partnership between us 632 00:44:01,600 --> 00:44:05,700 and the customer. And that is true for GDPR. We 633 00:44:05,700 --> 00:44:09,380 are the data locates and the server is our responsibility, but in 634 00:44:09,380 --> 00:44:13,690 turn handling the end customer data will be the responsibility 635 00:44:13,730 --> 00:44:18,040 of customer, like the retention timelines, or when to delete 636 00:44:18,840 --> 00:44:21,730 if the end customer is asking to remove their own 637 00:44:21,730 --> 00:44:26,230 data, our customers have to be responsible for removing that 638 00:44:26,230 --> 00:44:35,250 data. Right. Compliance is huge but also is ensuring access 639 00:44:35,250 --> 00:44:39,110 to systems and having our resilient contact center system. Janelle, 640 00:44:41,370 --> 00:44:44,480 maybe you can answer this first. How is resiliency in 641 00:44:44,480 --> 00:44:50,190 general system availability, communicated to Genesys and Google customer. So, 642 00:44:50,190 --> 00:44:54,170 for Genesys, how do we do that? Yeah, so we get that business 643 00:44:54,170 --> 00:44:58,400 continuity and resiliency is absolutely critical for your business and 644 00:44:58,400 --> 00:45:02,070 at Genesys. We believe in complete transparency, especially when it 645 00:45:02,070 --> 00:45:06,100 comes to cloud services availability. So, we publish that to 646 00:45:06,100 --> 00:45:08,720 the world, whether you're a Genesys customer or not. So, 647 00:45:08,720 --> 00:45:10,680 if you want to check it out, go to status. 648 00:45:10,690 --> 00:45:15,430 mypurecloud. com and anyone can access our status page and 649 00:45:15,520 --> 00:45:19,900 view all of our regional systems operational status, including any 650 00:45:19,900 --> 00:45:24,620 outages or degraded services. We feel really strongly about maintaining 651 00:45:24,620 --> 00:45:27,860 transparency when it comes to our cloud systems and operational 652 00:45:27,860 --> 00:45:32,070 status. And so, to help keep ourselves accountable, we publish 653 00:45:32,070 --> 00:45:37,280 it to the world. And Kishor, what about Google? Yeah, I think that 654 00:45:37,280 --> 00:45:39,430 is true with us too, that we, of course, with a cloud 655 00:45:39,430 --> 00:45:42,410 provider, we are supposed to publish the status of all 656 00:45:42,410 --> 00:45:46,470 the services. So, on Google cloud that is a status 657 00:45:46,470 --> 00:45:48,230 page where you can see the status of all the 658 00:45:48,860 --> 00:45:53,040 services. And we also send notifications to our customers if 659 00:45:53,040 --> 00:45:57,280 service pulls down, unfortunately that's the reality that things do 660 00:45:57,280 --> 00:46:00,090 go down, but also the way we have set up 661 00:46:00,090 --> 00:46:03,540 the support infrastructure between Genesys and us, which is very 662 00:46:03,540 --> 00:46:07,480 important for our end customer, that between us, if something 663 00:46:07,480 --> 00:46:10,480 goes wrong, the customer doesn't only have to work with 664 00:46:10,480 --> 00:46:13,200 one of us. And that's probably Genesys where you make 665 00:46:13,200 --> 00:46:15,600 a call and you say something is wrong and we 666 00:46:15,600 --> 00:46:19,880 work together to resolve the issue. So, we've figured out where things 667 00:46:19,880 --> 00:46:23,490 are going wrong, but our support takes care of all 668 00:46:23,490 --> 00:46:29,180 of this as a part of integrated solution. Awesome. And 669 00:46:29,180 --> 00:46:35,090 another important question we received is what are your SLAs? Janell, you want 670 00:46:35,090 --> 00:46:39,770 to take that? Yep. So, resilient systems we know are 671 00:46:39,770 --> 00:46:42,520 core to your business strategy. So, they're core to our 672 00:46:42,520 --> 00:46:49,170 business strategy. So, we offer continuous service 24/7, 365 days 673 00:46:49,180 --> 00:46:52,440 a year, and we strive for a 100% uptime. And 674 00:46:52,440 --> 00:46:56,240 I'm proud to say between February and now at the 675 00:46:56,240 --> 00:46:58,720 time of this recording in early May, we've had a 676 00:46:58,720 --> 00:47:04,010 100% uptime across every region, where Genesys cloud is deployed. 677 00:47:04,650 --> 00:47:08,410 So, I'll add as well, except for scheduled downtime in 678 00:47:08,410 --> 00:47:11,490 which we offer at least three days notice. So, you 679 00:47:11,490 --> 00:47:14,840 can be prepared and which will not exceed five hours 680 00:47:14,840 --> 00:47:18,770 a month so you can be assured about that. And 681 00:47:18,770 --> 00:47:22,900 we do stand behind our resiliency SLA2. So, we offer 682 00:47:22,900 --> 00:47:29,770 credits back to you if downtime drops below 99.99, but 683 00:47:29,880 --> 00:47:36,240 you can be assured that we're regularly achieving 99.995 or 684 00:47:36,240 --> 00:47:46,480 higher, which is about 27 minutes year downtime. Awesome. Yeah, 685 00:47:47,090 --> 00:47:50,700 I think we strive for very similar numbers. Google being a 686 00:47:50,700 --> 00:47:53,010 cloud provider. Of course, it is very critical for us 687 00:47:53,010 --> 00:47:56,840 to have high SLA numbers three nines, four nines, I 688 00:47:58,970 --> 00:48:02,680 cannot unfortunately like Janelle give you specific numbers because Google 689 00:48:02,680 --> 00:48:06,740 cloud has many, many products and different products have different 690 00:48:06,840 --> 00:48:11,700 SLAs. So, I would request, everybody in the audience to 691 00:48:11,700 --> 00:48:14,410 look at our SLA pages for our products. And then 692 00:48:14,410 --> 00:48:18,080 they are very explicitly mentioned that what kind of SLAs 693 00:48:18,190 --> 00:48:24,820 we provide. Point is transparency. It's provided online by cloud 694 00:48:24,820 --> 00:48:31,720 companies. Let's go ahead and, before we move to Q and A, 695 00:48:31,720 --> 00:48:36,680 let's just talk a little bit about business continuity. These 696 00:48:36,680 --> 00:48:41,060 last several weeks have been a challenge for every business 697 00:48:41,060 --> 00:48:45,080 around the world, and it's really highlighted the need for 698 00:48:45,080 --> 00:48:48,550 a well honed business continuity plan that covers a broad 699 00:48:48,550 --> 00:48:52,760 range of scenarios. So, let's go to Janelle on this 700 00:48:52,760 --> 00:48:56,700 topic and tell us how Genesys and Google have been 701 00:48:56,700 --> 00:49:01,390 partnering to provide business continuity. Sure. I'm proud to be 702 00:49:01,390 --> 00:49:06,050 partnering with Google, always, and especially during these times, as 703 00:49:06,050 --> 00:49:10,210 we came out with a joint solution, powered by Genensys cloud and 704 00:49:10,210 --> 00:49:17,110 Genesys, a Google cloud CCAI so that, companies across the 705 00:49:17,110 --> 00:49:23,330 globe could very easily handled spikes in call volumes, especially 706 00:49:23,330 --> 00:49:26,810 related to COVID- 19 questions. So, think of some of 707 00:49:26,810 --> 00:49:33,970 the industries that Toby mentioned earlier with healthcare, financial services, 708 00:49:34,080 --> 00:49:39,530 retail, even government. Really, as a first line of response 709 00:49:39,610 --> 00:49:46,360 through an automated of virtual agent that provides 24/7 conversational 710 00:49:46,360 --> 00:49:50,200 self- service supported, not just in the voice channel, but 711 00:49:50,200 --> 00:49:54,430 across chat and messaging as well. And this offer is 712 00:49:54,960 --> 00:49:59,790 out for you to consume a free, up and running 713 00:49:59,790 --> 00:50:02,670 in one to two weeks. And the offer is valid 714 00:50:02,670 --> 00:50:08,170 till July 31st with our combined solution. Awesome. Thank you. 715 00:50:09,280 --> 00:50:14,480 So, that brings us to some time for Q and A so 716 00:50:14,480 --> 00:50:16,560 we can take some live questions. Josh, you want to 717 00:50:16,560 --> 00:50:22,480 kick it off? I'd be happy to. So, just so 718 00:50:22,750 --> 00:50:26,790 everybody's aware we only have about seven or so minutes 719 00:50:26,790 --> 00:50:29,620 to go through Q and A but don't fret if 720 00:50:29,620 --> 00:50:32,240 we do not answer your question aloud, which might happen, 721 00:50:32,900 --> 00:50:34,760 we will follow up with you via email within the 722 00:50:34,760 --> 00:50:38,090 next few business days. So, with that, I think we 723 00:50:38,090 --> 00:50:39,730 are good to kick it off with our first question, 724 00:50:39,930 --> 00:50:47,550 Wendy. Looks like we've got a question here, is the data saved 725 00:50:47,550 --> 00:50:53,020 on both Google and the Genesys system and how the 726 00:50:53,020 --> 00:50:57,050 data not only PII in general is used between the 727 00:50:57,050 --> 00:51:04,380 two systems, if I'm interpreting that question, right? Maybe, Kishor 728 00:51:05,600 --> 00:51:09,330 will consider that. I think, I can get that question if you want. Kishor, do you prefer 729 00:51:09,330 --> 00:51:15,560 to take it? No, go ahead Toby, please. So, the 730 00:51:15,560 --> 00:51:18,130 data, I mean, I'd say like the data that CCAI 731 00:51:18,160 --> 00:51:22,480 uses can be on either or both systems just depending 732 00:51:22,480 --> 00:51:27,540 on the configuration for your particular organization. So, in particular, 733 00:51:27,540 --> 00:51:31,750 I would say that the most common way that I 734 00:51:31,750 --> 00:51:36,450 see data passed between, say Genesys cloud and CCAI virtual 735 00:51:36,450 --> 00:51:40,560 agent is when you're entering or exiting CCAI virtual agent 736 00:51:40,560 --> 00:51:44,820 conversation. So, say if you've redirected somebody from another menu 737 00:51:44,820 --> 00:51:47,340 where it said, " Press two to talk to our automated 738 00:51:47,630 --> 00:51:50,760 billing agent." And they go over to that billing agent 739 00:51:50,760 --> 00:51:55,980 picks up the phone and says, " Hi, welcome Toby. How 740 00:51:55,980 --> 00:52:00,070 can I help you with your billing today? You may have 741 00:52:00,070 --> 00:52:04,060 gone and actually passed, my name Toby to the CCAI 742 00:52:04,060 --> 00:52:06,410 virtual agent. So, in that case, you will have data on 743 00:52:06,490 --> 00:52:12,870 in both the Genesis and in CCAI virtual agent. However, 744 00:52:12,870 --> 00:52:15,290 it's also totally possible that you never do that pass 745 00:52:15,290 --> 00:52:18,070 through. And that data is actually stored in say a 746 00:52:18,070 --> 00:52:21,310 Google cloud database. In that case, then it's only on 747 00:52:21,310 --> 00:52:25,750 CCAI virtual agents. The point is that just based on 748 00:52:25,750 --> 00:52:32,220 your own regulatory compliance security, just general convenience of the 749 00:52:32,220 --> 00:52:35,130 way you design your IT you can configure it the 750 00:52:35,130 --> 00:52:39,640 way that makes sense for your organization. Now, I'll add 751 00:52:39,640 --> 00:52:42,750 on the Genesys side, it's a pass through. And I 752 00:52:42,750 --> 00:52:45,750 mentioned, I think before, too, when it comes to saving 753 00:52:45,750 --> 00:52:49,180 like call recordings or transcripts, those can be saved in 754 00:52:49,180 --> 00:52:56,790 your, on premises data stores as well. So, I think 755 00:52:56,790 --> 00:53:02,130 we have time for maybe one more question here. Maybe 756 00:53:02,130 --> 00:53:07,370 two, can we store data in a specific region? I 757 00:53:07,370 --> 00:53:11,260 think that this would be a good one for both 758 00:53:11,260 --> 00:53:17,290 of us to answer. So, who would like to start? I 759 00:53:17,290 --> 00:53:25,630 volunteer, Kishor. So, I tell you at present, all the 760 00:53:25,630 --> 00:53:32,010 CCAI data gets stored in USA. We do have plans 761 00:53:32,010 --> 00:53:37,640 to do the regionalization and localization by end of Q3. That's 762 00:53:37,640 --> 00:53:43,470 the current plan, once we launched that feature at that point in 763 00:53:43,560 --> 00:53:46,070 time, you will be able to store the data in 764 00:53:46,070 --> 00:53:58,640 a specific region. Yeah, and for Genesys- Genesys side. It can be 765 00:53:58,640 --> 00:54:03,100 stored in region as well on the Genesys side. We 766 00:54:03,100 --> 00:54:09,440 support many different regions from a cloud perspective. I'll add 767 00:54:09,440 --> 00:54:12,330 one more thing in case it wasn't mentioned, but definitely 768 00:54:12,330 --> 00:54:14,330 a lot of our customers also opt to store data 769 00:54:14,330 --> 00:54:18,480 on prem, especially if their existing compliance system is already 770 00:54:18,480 --> 00:54:20,740 there. So, I tend to see this a lot, especially 771 00:54:20,740 --> 00:54:28,780 with banks. Right, right. What about Dialogue Flow? Is it 772 00:54:28,780 --> 00:54:34,460 available globally? And does it support all of the common 773 00:54:34,460 --> 00:54:42,410 languages? Who wants to grab that? Yep, sure. I think right now we 774 00:54:42,410 --> 00:54:48,050 support 23 different languages and probably about 30 locales total. 775 00:54:48,640 --> 00:54:50,910 So, that is a say that we say, for instance, 776 00:54:50,910 --> 00:54:54,200 people speak English differently in like Hyderabad versus New York 777 00:54:54,230 --> 00:54:57,500 City. And so, we have different localizations for languages in 778 00:54:57,500 --> 00:55:01,900 each place but yeah, I mean, we do cover, I 779 00:55:01,900 --> 00:55:06,950 mean, probably most of the global population in terms of 780 00:55:06,950 --> 00:55:10,220 language score and we're always adding more. I guess, you 781 00:55:10,220 --> 00:55:12,430 could probably imagine but Google does have a lot of 782 00:55:12,450 --> 00:55:14,950 natural language data from all the people using Google Assistant 783 00:55:14,950 --> 00:55:19,630 and Google search. Yeah, that's great. And in addition to 784 00:55:19,630 --> 00:55:24,420 that, I will have to that remember multichannels so, there are specific language support for 785 00:55:24,420 --> 00:55:29,360 X, but the language support for what your region different. So, 786 00:55:29,360 --> 00:55:31,700 because that needs to happen like that is what speaks 787 00:55:31,700 --> 00:55:35,430 to texts happening. So, we have a page with describe 788 00:55:35,600 --> 00:55:40,330 all different kinds of languages supported on different channels on 789 00:55:40,330 --> 00:55:42,900 Google cloud. So, you can search for that dialogue fluid 790 00:55:42,900 --> 00:55:46,150 language support, and you can look at that page for 791 00:55:46,150 --> 00:55:51,090 detail information. narrative for now you should be forget it. 792 00:55:54,730 --> 00:55:58,580 We have a question that came in just now. I'm 793 00:55:58,580 --> 00:56:03,960 interested in... This is a Genesys customer on Genesys Engage on prem 794 00:56:04,400 --> 00:56:10,540 and they're interested in IVR or conversational AI and they're 795 00:56:10,540 --> 00:56:16,110 implementing JR which is intelligent automation, at the moment, can 796 00:56:16,110 --> 00:56:22,600 you comment something about this kind of implementation? Sure. I can. And I 797 00:56:22,600 --> 00:56:26,090 see that the person asking the question is from Lima, 798 00:56:26,090 --> 00:56:29,590 Peru, so hello to you and Lima, Peru. Thank you 799 00:56:29,590 --> 00:56:33,970 for your question. So, actually it reminds me that one 800 00:56:34,040 --> 00:56:39,540 of our customers, in healthcare customer here in North America, 801 00:56:39,590 --> 00:56:46,380 they have already implemented that COVID- 19 virtual agent, that we're 802 00:56:46,380 --> 00:56:49,530 partnering with Google on. And I was talking about earlier, 803 00:56:49,840 --> 00:56:53,560 they're actually a pure connect premise customer, but how they're 804 00:56:53,560 --> 00:56:59,540 doing that implementation is also in leveraging Genesys intelligent automation. 805 00:56:59,540 --> 00:57:02,760 So, my comment back to you would be that, we 806 00:57:02,760 --> 00:57:07,320 do have that integration between intelligent automation that can leverage 807 00:57:07,920 --> 00:57:12,240 the virtual agent capabilities of Google CCAI as well. Unfortunately, as 808 00:57:12,400 --> 00:57:14,640 like, I would want to draw you a picture or 809 00:57:14,640 --> 00:57:17,300 spend more time on this. So, I would point you 810 00:57:17,300 --> 00:57:20,820 to your solutions engineer or your partner support to go 811 00:57:20,820 --> 00:57:23,220 into more details, but my message to you is that 812 00:57:23,520 --> 00:57:27,370 it's possible from a technical perspective and has been done 813 00:57:27,370 --> 00:57:32,770 as well. Awesome. Thank you Janelle. That's all we have 814 00:57:32,770 --> 00:57:36,750 time for today, but it's been a great conversation, a big thank 815 00:57:36,920 --> 00:57:40,350 you to our panelists, to Kishor, Toby, Janelle, thank you. 816 00:57:40,710 --> 00:57:42,860 And I hope that we were able to answer some 817 00:57:42,860 --> 00:57:45,980 of your most pressing security questions, and if we didn't, 818 00:57:46,130 --> 00:57:49,130 we'll be following up to get you those answers. So, 819 00:57:49,130 --> 00:57:53,500 thank you. And, Josh back over to you. Sounds great. 820 00:57:53,980 --> 00:57:56,320 So, to wrap up, don't forget to take advantage of 821 00:57:56,320 --> 00:57:59,120 those additional resources within the resource list below the Q 822 00:57:59,120 --> 00:58:01,950 and A window. Click those before today's session ends and 823 00:58:01,950 --> 00:58:03,830 they'll open up a new tab in your browser and 824 00:58:03,830 --> 00:58:07,510 definitely expand on today's topic. And also be sure to 825 00:58:07,510 --> 00:58:10,190 check out our new podcast Tech Talks in 20, where 826 00:58:10,190 --> 00:58:12,780 you can sit down with Genesys experts to discuss the 827 00:58:12,780 --> 00:58:15,100 topics that you want to know more about in about 828 00:58:15,100 --> 00:58:18,210 20 minutes. You can listen on our website links in 829 00:58:18,210 --> 00:58:20,890 the podcast widget below, or you can tune in on 830 00:58:20,890 --> 00:58:24,610 iTunes, Google Play, Spotify and Stitcher. So, with that on 831 00:58:24,610 --> 00:58:28,010 behalf of Wendy, Janelle, Kishor and Toby and the entire Genesys 832 00:58:28,010 --> 00:58:31,470 team, we thank you for joining today's webcast. Until next 833 00:58:31,470 --> 00:00:00,000 time, have a good one, everyone.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001Id5pQAC"] Meet the Speakers Kishor Aher Lead Architect for Contact Center AI Google Toby Tobkin Technical Solutions Consultant, Cloud AI Google Janelle Dieken SVP, Solutions and Product Marketing Genesys Wendy Mikkelsen Senior Director, Product Marketing Genesys Webinar Bytes All your Contact Center AI security questions answered [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Artificial intelligence (AI) is proven to offer many benefits: personalized customer service, increased operational efficiency and improved customer satisfaction. However, many business and IT leaders are concerned about the security implications of using bots and predictive AI technologies in their contact centers. Join us for the “Ask Me Anything” webinar in which we address top questions related to Contact Center AI security. Meet the experts from the Genesys and the Google Cloud Contact Center AI teams to learn how to deliver secure customer service with human-like conversational AI. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Kishor Aher Lead Architect for Contact Center AI Google Toby Tobkin Technical Solutions Consultant, Cloud AI Google Janelle Dieken SVP, Solutions and Product Marketing Genesys Wendy Mikkelsen Senior Director, Product Marketing Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:05,950 Thanks, Wendy. So, contact center AI offered by Google and Genesys 2 00:00:05,950 --> 00:00:10,260 is an integrated solution. And what it means is that it gives you 3 00:00:10,260 --> 00:00:14,610 the best of both worlds. Genesys is a leader in 4 00:00:14,610 --> 00:00:18,120 contact center space and Google is in AI space. So, 5 00:00:18,120 --> 00:00:21,980 we come together, we integrate our products and we offer 6 00:00:21,980 --> 00:00:26,540 it to our end customers. It is an omnichannel solution so that 7 00:00:26,540 --> 00:00:30,470 means you can have a chat integration, voice integration and 8 00:00:30,470 --> 00:00:35,360 social media integration out of the box. Typically, contact center 9 00:00:35,390 --> 00:00:39,550 AI solution needs to take care of three different kinds 10 00:00:39,550 --> 00:00:43,700 of stakeholders. First stakeholder is the end customer. So, end 11 00:00:43,910 --> 00:00:47,170 customer calls in into the contact center and they are 12 00:00:47,170 --> 00:00:51,220 either interacting with the bot or they are interacting with 13 00:00:51,220 --> 00:00:55,020 the human agent. So, human agents are our second stakeholders. 14 00:00:55,540 --> 00:01:00,330 And the third stakeholder are basically agent managers or customer 15 00:01:00,330 --> 00:01:04,960 experience executives because they need transparency into the contact center. 16 00:01:04,980 --> 00:01:09,360 Remember contact center, mostly handles unstructured data that is like 17 00:01:09,590 --> 00:01:13,550 voice or chat. And it is very important to take this unstructured data and create structure and information out of this data. And Google AI can help 18 00:01:13,550 --> 00:01:25,370 you dig this unstructured data and create structure out of 19 00:01:25,370 --> 00:01:27,490 it. Toby, do you want to add something to that? 20 00:01:27,490 --> 00:01:32,510 Yeah, definitely. I think that I'd also like to break it down a little 21 00:01:32,780 --> 00:01:34,970 bit about where the technology comes from and what it 22 00:01:34,990 --> 00:01:40,000 actually means for contact center operators. So, just to set 23 00:01:40,000 --> 00:01:42,530 a little bit of interesting background here. So, contact center 24 00:01:42,530 --> 00:01:47,670 AI is actually made up of, I'd say three big 25 00:01:47,670 --> 00:01:51,850 separate components that are integrated into Genesys ecosystem. One of them is 26 00:01:51,850 --> 00:01:54,990 CCAI virtual agents, which is based on a piece of 27 00:01:54,990 --> 00:01:58,850 software called Dialogue Flow. Dialogue Flow is actually a platform 28 00:01:59,630 --> 00:02:03,010 that's used program, Google Assistant at Google. So, this is 29 00:02:03,010 --> 00:02:05,090 actually the same piece of software that developers use to 30 00:02:05,090 --> 00:02:09,470 actually build their voice applications for AI assistance. On the 31 00:02:09,470 --> 00:02:13,150 second one is Agent Assist. This is actually a piece 32 00:02:13,150 --> 00:02:16,480 of software prides provides AI augmentation for our contact center 33 00:02:16,480 --> 00:02:21,100 agent's job helping them go and fill in fields automatically 34 00:02:21,280 --> 00:02:23,780 or giving them turn by turn guidance for solving a 35 00:02:23,780 --> 00:02:27,850 complex issue. And finally, there's also Insights AI. And so, 36 00:02:27,850 --> 00:02:30,760 what this does is it actually surfaces all the information 37 00:02:30,760 --> 00:02:33,360 that the artificial intelligence is actually seeing out in the 38 00:02:33,360 --> 00:02:37,790 field at your contact center in a digestible format. So, 39 00:02:37,790 --> 00:02:41,060 what does it actually mean? Especially, I would say Dialogue 40 00:02:41,060 --> 00:02:43,700 Flow is the one CCAI virtual agent, which based on Dialogue 41 00:02:43,700 --> 00:02:46,770 Flow is when I get the most questions on from contact center 42 00:02:46,770 --> 00:02:51,410 operators. This is a combination of some things there are 43 00:02:51,410 --> 00:02:54,210 net new and also things that are kind of just 44 00:02:54,210 --> 00:02:57,040 like next generation of tasks you already do for your 45 00:02:57,040 --> 00:03:00,300 contact center. I'd say the most relatable thing is the 46 00:03:00,300 --> 00:03:04,340 thing that most next generation. So, if say your program 47 00:03:04,340 --> 00:03:09,500 menu, oftentimes nowadays you'll use a keyword recognition system, something 48 00:03:09,500 --> 00:03:12,190 where if somebody says something like pay my bill, that 49 00:03:12,190 --> 00:03:14,720 will go to the pay bill menu and walk you 50 00:03:14,720 --> 00:03:18,140 through that. The next generation gear, when you actually using 51 00:03:18,140 --> 00:03:22,010 something like CCAI virtual agent is people can express themselves 52 00:03:22,010 --> 00:03:24,330 however they want and the system will still capture it. 53 00:03:24,620 --> 00:03:30,230 So, something like, " Hey, I want to pay my bill 54 00:03:30,230 --> 00:03:33,120 now. Is it possible to do it by a credit 55 00:03:33,120 --> 00:03:35,820 card?" It would be able to actually go and pick 56 00:03:35,820 --> 00:03:40,080 up that utterance and still classify the intent as being 57 00:03:40,080 --> 00:03:42,240 pay my bill, even though it was very open ended 58 00:03:42,240 --> 00:03:47,540 and freely expressed. I would say that menu replacements tend 59 00:03:47,540 --> 00:03:49,960 to be the first step that most people actually do 60 00:03:50,030 --> 00:03:52,080 when they use the system. And then they tend to 61 00:03:52,080 --> 00:03:54,110 move on to much more sophisticated use cases, where we 62 00:03:54,250 --> 00:03:58,110 do say automated diagnostics or a resolution of issues even 63 00:03:58,110 --> 00:08:22,800 if it's quite complex. a good one, everyone. Genesys Cloud Demo See Genesys Cloud in action: Let’s get digital Digital channels add key context to the customer journey [cutoff co_thick="2px"][webinarschedulesingle]Let your customers and prospects communicate with your business on their terms. This was difficult in the past; agents had to manage multiple systems and customer context often was lost between channels. But, modern technology has streamlined things. An all-in-one contact center solution makes it easy to reach users on the channels they prefer. That means you can communicate where your customers want and keep track of the thread, if their preferences change. Join us for this Genesys Cloud Demo as we dig into digital channels. Learn how to manage chat, email, SMS, social media and more — all within your call center software.[mktoform cta_header="WATCH NOW" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001t6dbQAA"] Meet the Speakers Kenny Saalman Associate Strategic Sales Consultant Genesys Webinar Bytes Make personalized customer experience a reality with Genesys AI [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Watch these webinar bytes where we walk you through our recent Enterprise Connect Best Application for AI winning solution – Genesys Predictive Engagement. During the live session we discussed how businesses can anticipate individual customer needs building on every interaction across channels and events to improve and personalize future engagements. Genesys Predictive Engagement delivers AI-powered, personalized and contextual experiences before, during and after critical so customers stay engaged and continue toward the desired business outcome. Working within Genesys Cloud, Genesys Predictive Engagement is part of the AI engine that enables Experience as a Service, the company’s vision for the contact center industry to facilitate end-to-end, personalized cloud-delivered experiences. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Elcenora Martinez Global VP, Product Management, AI Genesys Dan Arra Vice President, Sales Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,540 So first and foremost, AI is here to stay. I 2 00:00:02,540 --> 00:00:06,350 don't think I have to tell anyone that. IDC estimates 3 00:00:06,350 --> 00:00:08,540 that this is a market that's going to grow to 4 00:00:08,540 --> 00:00:13,770 $ 97 billion by 2023, and that over 50% of 5 00:00:13,770 --> 00:00:17,290 interactions are going to be augmented or enriched by AI. 6 00:00:17,820 --> 00:00:20,260 But what we want to do is inspire any chief 7 00:00:20,260 --> 00:00:24,560 marketing officers or chief experience officers to understand how AI 8 00:00:24,560 --> 00:00:26,940 can help you in the contact center, to make sure 9 00:00:26,940 --> 00:00:29,540 that you have the ability to lobby for some share 10 00:00:29,540 --> 00:00:32,050 of market where your company wants to spend their AI 11 00:00:32,250 --> 00:00:37,640 dollars. The reason that is, is because you want to 12 00:00:37,640 --> 00:00:40,540 be able to differentiate the experience that you give your 13 00:00:40,540 --> 00:00:44,720 customers, and that requires being able to personalize every single 14 00:00:44,720 --> 00:00:48,890 one of those interactions. Now, the need for personalization is 15 00:00:48,890 --> 00:00:51,850 going to stretch beyond what is available on a customer 16 00:00:51,850 --> 00:00:57,420 data platform today. CDPs have the ability to store information 17 00:00:57,420 --> 00:01:00,320 about customers, but if you really want to take that 18 00:01:00,320 --> 00:01:05,030 next level on personalization, it's going to require stitching, enriching, 19 00:01:05,030 --> 00:01:07,690 and augmenting much of that data to be able to 20 00:01:07,690 --> 00:01:12,900 personalize the interactions. If we think about the fact that 21 00:01:13,290 --> 00:01:17,790 50% of these interactions will be augmented by AI, then 22 00:01:17,870 --> 00:01:21,150 we need to go beyond just a single interaction in 23 00:01:21,150 --> 00:01:23,670 a single channel to really be able to understand the 24 00:01:23,670 --> 00:01:28,320 context across many channels over the lifetime of a customer's 25 00:01:28,960 --> 00:01:32,140 relationship with a brand. So being able to harmonize and 26 00:01:32,140 --> 00:01:34,550 understand all of that context is going to be really 27 00:01:34,550 --> 00:01:39,780 important. No AI investment would be complete without the right 28 00:01:39,780 --> 00:01:42,590 level of analytics and reporting. So we want to make 29 00:01:42,590 --> 00:01:46,010 sure that you have the ability to really understand how 30 00:01:46,010 --> 00:01:51,630 your AI investment is performing, the optimization and really be 31 00:01:51,630 --> 00:01:57,170 able to fine tune this investment. Now, Forrester estimates in 32 00:01:57,170 --> 00:02:02,240 a survey last year that 53% of companies already have 33 00:02:02,240 --> 00:02:06,630 implemented or are implementing some form of artificial intelligence, and 34 00:02:06,630 --> 00:02:09,150 this is great because what we see is that we've 35 00:02:09,150 --> 00:02:13,670 passed critical mass. But it also means that 47% of 36 00:02:13,670 --> 00:02:17,660 companies have not yet deployed artificial intelligence. Now, there's a 37 00:02:17,660 --> 00:02:21,830 couple of barriers to adoption and that can range from 38 00:02:21,880 --> 00:02:26,790 being able to achieve it at scale, to security, to 39 00:02:26,790 --> 00:02:30,880 adoption, and even some of the conversational intelligence. But what 40 00:02:30,880 --> 00:02:33,790 I want to leave you with today is how Genesys 41 00:02:33,860 --> 00:02:37,050 is helping you overcome some of those challenges. So I'm 42 00:02:37,050 --> 00:02:40,430 going to go through these one by one. We have 43 00:02:40,430 --> 00:02:44,010 made a significant investment in a data science team that 44 00:02:44,030 --> 00:02:48,440 is very focused on AI ethics and algorithmic integrity, and 45 00:02:48,440 --> 00:02:50,980 to be able to deliver some of this AI at 46 00:02:50,980 --> 00:02:55,030 scale. So we have the ability to optimize, orchestrate and 47 00:02:55,030 --> 00:02:58,720 really automate many of these processes. For those of you 48 00:02:58,720 --> 00:03:02,120 that are Genesys customers today, that our Genesys Cloud, our 49 00:03:02,120 --> 00:03:06,470 Genesys Engage and our PureCloud platforms are all 100% secured to 50 00:03:06,470 --> 00:03:07,040 the core. On-Demand LinkedIn Live Make personalized customer experience a reality with Genesys AI [cutoff co_thick="2px"]Register now for this On-Demand LinkedIn Live session where we walk you through our recent Enterprise Connect Best Application for AI winning solution – Genesys Predictive Engagement. During the live session we discussed how businesses can anticipate individual customer needs building on every interaction across channels and events to improve and personalize future engagements. Genesys Predictive Engagement delivers AI-powered, personalized and contextual experiences before, during and after critical so customers stay engaged and continue toward the desired business outcome. Working within Genesys Cloud, Genesys Predictive Engagement is part of the AI engine that enables Experience as a Service, the company’s vision for the contact center industry to facilitate end-to-end, personalized cloud-delivered experiences.[cutoff co_thick="2px"]1 00:00:15,330 --> 00:00:17,630 Thank you all for joining. I'm excited to be here 2 00:00:17,630 --> 00:00:21,550 today to talk about Genesys AI. My name is Elcenora 3 00:00:21,550 --> 00:00:24,600 Martinez, and I'm the VP of product management for AI 4 00:00:24,600 --> 00:00:28,800 here at Genesys. I'm Dan Arra. I am the VP 5 00:00:28,800 --> 00:00:34,240 of sales for AI at Genesys. So let me walk 6 00:00:34,240 --> 00:00:37,220 you through what we'll be talking about today, and at 7 00:00:37,220 --> 00:00:39,910 any point in time if you have any questions, please 8 00:00:39,910 --> 00:00:41,730 feel free to ask them in the chat. We are 9 00:00:41,730 --> 00:00:43,500 going to have folks that are going to be monitoring 10 00:00:43,500 --> 00:00:46,190 live and able to ask your questions, and if you 11 00:00:46,190 --> 00:00:49,640 do miss anything, this whole recording will be available on 12 00:00:49,640 --> 00:00:53,260 Genesys. com in a couple of days. So today we're 13 00:00:53,260 --> 00:00:55,610 going to be talking about a couple of trends that 14 00:00:55,610 --> 00:00:59,370 you really can't afford to ignore and how those dovetail 15 00:00:59,370 --> 00:01:02,450 really nicely into what we believe is a roadmap for 16 00:01:02,450 --> 00:01:06,690 success. We're going to talk about why Genesys AI and 17 00:01:06,690 --> 00:01:09,800 introduce you to this notion of experience as a service, 18 00:01:09,800 --> 00:01:12,730 which is a best way to supersize the experience that 19 00:01:12,740 --> 00:01:15,900 you're providing your customers today. We're going to go deep 20 00:01:15,900 --> 00:01:18,950 into our predictive engagement product, which is one of our 21 00:01:18,950 --> 00:01:22,270 lead offerings on the AI portfolio. Then we're going to 22 00:01:22,270 --> 00:01:25,870 talk about where to go for more information or if 23 00:01:25,870 --> 00:01:31,340 you would like some additional demonstrations. So first and foremost, 24 00:01:31,430 --> 00:01:33,350 AI is here to stay. I don't think I have 25 00:01:33,350 --> 00:01:37,540 to tell anyone that. IDC estimates that this is a 26 00:01:37,540 --> 00:01:40,900 market that's going to grow to $ 97 billion by 27 00:01:40,910 --> 00:01:45,280 2023, and that over 50% of interactions are going to 28 00:01:45,280 --> 00:01:48,750 be augmented or enriched by AI. But what we want 29 00:01:48,750 --> 00:01:51,910 to do is inspire any chief marketing officers or chief 30 00:01:51,910 --> 00:01:55,440 experience officers to understand how AI can help you in 31 00:01:55,440 --> 00:01:57,730 the contact center, to make sure that you have the 32 00:01:57,730 --> 00:02:01,010 ability to lobby for some share of market where your 33 00:02:01,010 --> 00:02:05,090 company wants to spend their AI dollars. The reason that 34 00:02:05,090 --> 00:02:09,290 is, is because you want to be able to differentiate 35 00:02:09,290 --> 00:02:12,550 the experience that you give your customers, and that requires 36 00:02:12,550 --> 00:02:16,080 being able to personalize every single one of those interactions. 37 00:02:16,610 --> 00:02:20,430 Now, the need for personalization is going to stretch beyond 38 00:02:20,430 --> 00:02:24,550 what is available on a customer data platform today. CDPs 39 00:02:24,550 --> 00:02:29,060 have the ability to store information about customers, but if 40 00:02:29,060 --> 00:02:32,330 you really want to take that next level on personalization, 41 00:02:32,610 --> 00:02:36,670 it's going to require stitching, enriching, and augmenting much of 42 00:02:36,670 --> 00:02:41,410 that data to be able to personalize the interactions. If 43 00:02:41,410 --> 00:02:45,240 we think about the fact that 50% of these interactions 44 00:02:45,260 --> 00:02:49,140 will be augmented by AI, then we need to go 45 00:02:49,140 --> 00:02:52,390 beyond just a single interaction in a single channel to 46 00:02:52,390 --> 00:02:56,240 really be able to understand the context across many channels 47 00:02:56,410 --> 00:03:00,440 over the lifetime of a customer's relationship with a brand. 48 00:03:00,650 --> 00:03:03,410 So being able to harmonize and understand all of that 49 00:03:03,410 --> 00:03:08,130 context is going to be really important. No AI investment 50 00:03:08,130 --> 00:03:11,150 would be complete without the right level of analytics and 51 00:03:11,150 --> 00:03:13,650 reporting. So we want to make sure that you have 52 00:03:13,650 --> 00:03:17,880 the ability to really understand how your AI investment is 53 00:03:17,880 --> 00:03:23,040 performing, the optimization and really be able to fine tune 54 00:03:23,040 --> 00:03:28,420 this investment. Now, Forrester estimates in a survey last year 55 00:03:28,420 --> 00:03:34,280 that 53% of companies already have implemented or are implementing 56 00:03:34,280 --> 00:03:38,200 some form of artificial intelligence, and this is great because 57 00:03:38,200 --> 00:03:41,570 what we see is that we've passed critical mass. But 58 00:03:41,570 --> 00:03:45,260 it also means that 47% of companies have not yet 59 00:03:45,260 --> 00:03:48,930 deployed artificial intelligence. Now, there's a couple of barriers to 60 00:03:48,930 --> 00:03:54,400 adoption and that can range from being able to achieve 61 00:03:54,400 --> 00:03:58,680 it at scale, to security, to adoption, and even some 62 00:03:58,680 --> 00:04:01,700 of the conversational intelligence. But what I want to leave 63 00:04:01,700 --> 00:04:05,570 you with today is how Genesys is helping you overcome 64 00:04:05,570 --> 00:04:07,790 some of those challenges. So I'm going to go through 65 00:04:07,790 --> 00:04:12,240 these one by one. We have made a significant investment 66 00:04:12,240 --> 00:04:15,780 in a data science team that is very focused on 67 00:04:15,780 --> 00:04:19,290 AI ethics and algorithmic integrity, and to be able to 68 00:04:19,340 --> 00:04:22,560 deliver some of this AI at scale. So we have 69 00:04:22,560 --> 00:04:26,530 the ability to optimize, orchestrate and really automate many of 70 00:04:26,530 --> 00:04:30,200 these processes. For those of you that are Genesys customers 71 00:04:30,280 --> 00:04:34,030 today, that our Genesys Cloud, our Genesys Engage and our PureCloud 72 00:04:34,030 --> 00:04:39,700 platforms are all 100% secured to the core. We're also 73 00:04:39,700 --> 00:04:43,030 driving adoption because the way we think of our AI 74 00:04:43,030 --> 00:04:46,640 platform is everything is event driven, and what this means 75 00:04:46,640 --> 00:04:49,890 for you is it gives you greater flexibility to be 76 00:04:49,890 --> 00:04:54,210 able to think about web events, conversation event, maybe even 77 00:04:54,210 --> 00:04:58,010 custom events, and so your starting point can different ways 78 00:04:58,010 --> 00:05:02,700 it can really drive that adoption within the company. We're 79 00:05:02,700 --> 00:05:07,160 also very focused on usability. We've made great investments in 80 00:05:07,160 --> 00:05:11,190 a design thinking functionality, so that delivering products that are 81 00:05:11,190 --> 00:05:13,970 user centered are very much to the core of how 82 00:05:13,970 --> 00:05:16,900 we think of our roadmap. So we think about ways 83 00:05:16,900 --> 00:05:19,960 to onboard, to make sure that you can see successes 84 00:05:19,990 --> 00:05:23,010 early on in ways that it doesn't require an army 85 00:05:23,010 --> 00:05:27,940 of data scientist. Then finally, we're really focused on bringing 86 00:05:27,940 --> 00:05:31,200 you a higher level of conversational intelligence through all of 87 00:05:31,200 --> 00:05:34,030 the bot interactions in ways that it feels like you're 88 00:05:34,030 --> 00:05:39,260 conversing with a human agent. So why Genesys AI, and 89 00:05:39,260 --> 00:05:42,130 more specifically why predictive engagement, which I said is one 90 00:05:42,130 --> 00:05:44,560 of the lead offerings in our AI suite of offerings? 91 00:05:46,040 --> 00:05:50,820 Simply put, the average consumer receives up to 10,000 brand 92 00:05:50,820 --> 00:05:54,820 messages every day, and what that means for you as 93 00:05:54,820 --> 00:05:58,210 a brand is you have to rely on information that 94 00:05:58,210 --> 00:06:02,260 exists within your own customer data platform, enrich that with 95 00:06:02,260 --> 00:06:06,500 CRM information or some other custom applications to really reach 96 00:06:06,870 --> 00:06:12,560 that target customer. But there's definitely a better way. If 97 00:06:12,560 --> 00:06:15,700 you think about your customer at the center of how 98 00:06:15,700 --> 00:06:18,650 you think about these experiences, we want to introduce you 99 00:06:18,660 --> 00:06:21,550 to the notion of experience as a service as a 100 00:06:21,550 --> 00:06:26,460 better way of delivering exceptional experiences, and what this entails 101 00:06:26,490 --> 00:06:29,600 is to really think about all of these interactions we've 102 00:06:29,600 --> 00:06:32,530 talked about over the course of a lifetime of a 103 00:06:32,530 --> 00:06:35,430 customer and a brand, and all of the data that 104 00:06:35,430 --> 00:06:37,970 is collected both on the customer side as well as 105 00:06:37,970 --> 00:06:40,760 all of the information that's collected from all of the 106 00:06:40,780 --> 00:06:45,530 employee and agent interactions, and enrich that in augment it 107 00:06:45,610 --> 00:06:48,730 with artificial intelligence, so that you have a higher level 108 00:06:48,730 --> 00:06:52,470 of conversational intelligence and so that you can really optimize. 109 00:06:52,770 --> 00:06:55,180 So what that does is it gives you the ability 110 00:06:55,180 --> 00:06:58,850 to really provide experience as a service to every single 111 00:06:58,850 --> 00:07:01,860 one of these customers. Now, this is a big idea, 112 00:07:02,130 --> 00:07:04,170 and so what I want to do is I want 113 00:07:04,170 --> 00:07:07,410 to talk about what some of these imperatives for experience 114 00:07:07,410 --> 00:07:10,880 as a service are. As I go through each one 115 00:07:10,880 --> 00:07:13,100 of these, what I want to challenge you is to 116 00:07:13,100 --> 00:07:17,360 think about how well each one of your companies is 117 00:07:17,360 --> 00:07:21,450 doing on delivering some of these imperatives. So as a 118 00:07:21,450 --> 00:07:24,830 customer, I want you to show me that me before 119 00:07:24,830 --> 00:07:27,370 you've ever met me, and that means I've been a 120 00:07:27,370 --> 00:07:30,360 customer for a long time. I haven't necessarily had to 121 00:07:30,380 --> 00:07:33,370 interact with your brand, but when I do, you already 122 00:07:33,370 --> 00:07:35,380 know who I am and how long I have been 123 00:07:35,380 --> 00:07:39,380 your customer. In some cases, I want you to help 124 00:07:39,380 --> 00:07:43,010 me before I even know there's a problem. Let's say 125 00:07:43,010 --> 00:07:45,760 my bill has increased, my telephone bill has increased by 126 00:07:45,780 --> 00:07:49,550 25%. Wouldn't it be nice if I got notified in 127 00:07:49,550 --> 00:07:51,690 advance? Maybe I want to look at a different data 128 00:07:51,690 --> 00:07:54,220 plan. Maybe I want to look at different options. So 129 00:07:54,600 --> 00:07:56,570 reach out to me before I even know there's a 130 00:07:56,570 --> 00:08:01,210 problem. Know the road I traveled to get here, and 131 00:08:01,210 --> 00:08:03,370 this can be one of two things. It can be 132 00:08:03,370 --> 00:08:07,610 understanding that your conversation started over the phone and ended 133 00:08:07,610 --> 00:08:10,780 with an agent, and throughout that entire experience, you've retained 134 00:08:10,780 --> 00:08:14,260 the context, or it can also be again over the 135 00:08:14,260 --> 00:08:19,240 course of a customer's lifetime with a brand, understanding what 136 00:08:19,240 --> 00:08:23,590 they've been through. This one is so important to experience 137 00:08:23,590 --> 00:08:26,110 as a service, present me with the answers I want 138 00:08:26,110 --> 00:08:29,180 and the ones I didn't know I needed. Often time, 139 00:08:29,180 --> 00:08:32,930 our agent assist tools allow agents to provide customers with 140 00:08:32,930 --> 00:08:36,070 the right information in realtime, but we feel that it's 141 00:08:36,070 --> 00:08:39,300 important to take that a step beyond, and that means 142 00:08:39,450 --> 00:08:42,870 really look at what the customer may want, what are 143 00:08:42,870 --> 00:08:45,860 some of the other products and services that they're using and 144 00:08:45,860 --> 00:08:48,470 how you can really help them in ways that they 145 00:08:48,470 --> 00:08:50,490 didn't even know they needed, but it will be a 146 00:08:50,490 --> 00:08:54,780 better experience for them. Don't ask me to repeat myself, 147 00:08:54,780 --> 00:08:57,990 I think every single person has had some form of 148 00:08:57,990 --> 00:09:01,080 experience with this. We want to make sure that we 149 00:09:01,080 --> 00:09:03,960 explain things to an agent once and that context is 150 00:09:04,970 --> 00:09:10,120 available throughout the entire interaction. Empathize with my situation, and 151 00:09:10,120 --> 00:09:12,270 what that really means is that in that moment of 152 00:09:12,270 --> 00:09:14,750 truth, we want the agents to be able to respond 153 00:09:14,750 --> 00:09:18,210 with the appropriate emotion. So there are certain hearing aids, 154 00:09:18,210 --> 00:09:20,100 as we call them that have been built into the 155 00:09:20,100 --> 00:09:25,270 entire platform to help the agent respond appropriately. Fix it 156 00:09:25,270 --> 00:09:28,700 and stay with me until it's fixed, and oftentimes, check 157 00:09:28,700 --> 00:09:30,390 in with me to make sure that it all worked 158 00:09:30,390 --> 00:09:34,020 out, and this goes above and beyond just a survey. 159 00:09:34,270 --> 00:09:37,220 This goes with having the right level of empathy, where 160 00:09:37,220 --> 00:09:40,570 you are reaching out to these critical customers and make 161 00:09:40,570 --> 00:09:43,170 sure that we've been able to resolve their problem or 162 00:09:43,170 --> 00:09:46,950 their challenge or their concern. Then above all, keep my 163 00:09:46,950 --> 00:09:50,380 data safe. So what this does is it brings the 164 00:09:50,380 --> 00:09:53,960 concept of experience as a service to life in ways 165 00:09:53,960 --> 00:09:56,790 that you can really understand how to deliver that exceptional 166 00:09:56,790 --> 00:10:00,700 service. So before I turn it over to Dan, let 167 00:10:00,700 --> 00:10:02,780 me spend a couple of minutes recapping some of the 168 00:10:02,780 --> 00:10:07,950 things that we've talked about. An event- driven orchestration platform 169 00:10:08,240 --> 00:10:11,340 that allows you to be proactive. Reach out to your 170 00:10:11,340 --> 00:10:14,320 customers in advance. Engage with them in that moment of 171 00:10:14,320 --> 00:10:18,200 truth. When there's a break in the workflow, or when 172 00:10:18,590 --> 00:10:23,020 there's a possibility that they might churn. Personalize every interaction, 173 00:10:23,040 --> 00:10:27,490 show that them, strengthen the relationship, and above all be 174 00:10:27,490 --> 00:10:30,780 able to retain history and the context throughout all of 175 00:10:30,800 --> 00:10:34,680 the interactions because empathy builds trust and trust builds loyalty. 176 00:10:35,410 --> 00:10:37,360 So let me turn it over to Dan to run 177 00:10:37,360 --> 00:10:41,210 through a demonstration of predictive engagement. Thank you very much, 178 00:10:41,390 --> 00:10:45,730 Elcenora. I'm going to provide a demonstration of Genesys predictive 179 00:10:45,730 --> 00:10:49,260 engagement, and before I jump into the demonstration, I'm going 180 00:10:49,390 --> 00:10:52,980 to go through a single slide to connect the dots 181 00:10:53,080 --> 00:10:57,050 a bit between predictive engagement and experience as a service. 182 00:10:57,260 --> 00:11:00,950 I'm going to highlight some of the elements that Elcenora 183 00:11:00,950 --> 00:11:05,160 touched on prior to doing the demonstration. So you've heard 184 00:11:05,540 --> 00:11:09,170 quite a bit about the show me that me, and 185 00:11:09,360 --> 00:11:11,850 the way that we do that with predictive engagement is 186 00:11:12,090 --> 00:11:15,870 we observe what is happening in all of the interactions 187 00:11:16,110 --> 00:11:19,440 between the customer and your business, what's happening on your 188 00:11:19,440 --> 00:11:23,410 website, what's happening in the contact center, and we analyze 189 00:11:23,410 --> 00:11:27,210 that information in realtime for the purpose of segmenting those 190 00:11:27,210 --> 00:11:32,390 customers into different groups and personalizing the experience and driving 191 00:11:32,440 --> 00:11:37,350 realtime interactions that demonstrate that we're showing the customer that 192 00:11:37,350 --> 00:11:43,050 we know them. At its core, empathetic communication is about 193 00:11:43,530 --> 00:11:46,720 listening, is about letting people know that you really understand 194 00:11:46,720 --> 00:11:49,860 who they are. We're answering the questions, are you really 195 00:11:49,860 --> 00:11:52,760 listening to me? Do you care about me enough to 196 00:11:52,920 --> 00:11:55,990 remember what I've told you before? That's what we're doing 197 00:11:55,990 --> 00:11:59,140 here as we go from left to right. We're leveraging 198 00:11:59,170 --> 00:12:03,630 all of those interactions and observations, analyzing and then predicting 199 00:12:03,730 --> 00:12:06,790 an outcome, predicting how to engage, that could be with 200 00:12:07,810 --> 00:12:12,340 a bot, and it could be with some information, more 201 00:12:12,340 --> 00:12:15,960 context that makes the agent smarter, more effective. Maybe we're 202 00:12:15,960 --> 00:12:20,290 using AI to predict the right agent to route that 203 00:12:20,670 --> 00:12:24,920 interaction to. What we're doing here is we're driving people 204 00:12:24,920 --> 00:12:29,840 toward outcomes, outcomes that are your business's desired outcomes, as 205 00:12:29,840 --> 00:12:33,060 well as the customer's desired outcomes. I may be a 206 00:12:33,060 --> 00:12:36,850 customer visiting a website, interested in making a purchase, or 207 00:12:36,850 --> 00:12:39,870 I may be looking to get support for a product. 208 00:12:40,250 --> 00:12:44,150 Those are my outcomes as a end customer. The business 209 00:12:44,150 --> 00:12:48,160 wants to deliver the right information at the right time efficiently. 210 00:12:48,630 --> 00:12:52,680 So everybody's outcome is being considered here in an effort 211 00:12:52,680 --> 00:12:57,710 to connect the dots between the analysis, the outcome prediction, 212 00:12:57,710 --> 00:13:02,130 the first touch interaction and so on. As I go 213 00:13:02,130 --> 00:13:04,680 into the demonstration here in a moment, I want you 214 00:13:04,680 --> 00:13:08,220 to think about the real life experience of walking into 215 00:13:08,220 --> 00:13:11,740 a retail store, and somebody walking up to you saying, 216 00:13:11,930 --> 00:13:14,110 a clerk at the store, " Can I help you? Can 217 00:13:14,110 --> 00:13:18,170 I help you now? How about now?" An experienced a 218 00:13:18,170 --> 00:13:21,770 store clerk, salesperson or support person is going to observe 219 00:13:21,770 --> 00:13:23,740 what you're doing, what are you putting in your cart, 220 00:13:23,740 --> 00:13:27,210 where are you stopping in the store, which aisles and 221 00:13:27,210 --> 00:13:30,690 so on, and they're going to take that into context intelligently 222 00:13:30,840 --> 00:13:34,970 about how, when, with whom to engage to personalize that 223 00:13:34,970 --> 00:13:38,770 experience. Okay, now I'm going to switch and share my 224 00:13:38,770 --> 00:13:45,560 browser and show you the demonstration. All right. So I 225 00:13:45,560 --> 00:13:48,510 am going to show you a visitor on the left, 226 00:13:48,710 --> 00:13:52,100 visiting a website, the GSOL website, and on the right, 227 00:13:52,100 --> 00:13:54,120 I'm going to give you a peek under the hood 228 00:13:54,160 --> 00:13:57,180 of the predictive engagement platform. I'm going to show you 229 00:13:57,180 --> 00:14:01,220 what the system can see, how we're analyzing and predicting, 230 00:14:01,400 --> 00:14:05,660 when and with whom to engage. Then after I do 231 00:14:05,660 --> 00:14:09,350 that, I'm going to show you an agent experience. So 232 00:14:09,350 --> 00:14:12,740 keep in mind, initially, I'm showing you what is happening 233 00:14:12,740 --> 00:14:16,250 under the hood of the platform. What we're doing here 234 00:14:16,250 --> 00:14:17,940 is looking at all of the people who are on 235 00:14:17,940 --> 00:14:20,660 the site, some are known and some are unknown, and 236 00:14:20,660 --> 00:14:24,410 we're observing their interactions. This is also looking at what's 237 00:14:24,410 --> 00:14:29,910 happening in the contact center and connecting through our event- 238 00:14:29,910 --> 00:14:34,050 driven orchestration to other systems where we're leveraging CRM data, 239 00:14:34,050 --> 00:14:38,110 marketing automation data, and even other systems that have web- 240 00:14:38,330 --> 00:14:42,160 based APIs. So I'm going to highlight this one individual 241 00:14:42,490 --> 00:14:45,520 that happens to be me, and you'll notice something here, 242 00:14:45,520 --> 00:14:48,730 as the visitor on the left starts to navigate around 243 00:14:48,980 --> 00:14:53,360 and look at different pages, we're going that behavior being 244 00:14:53,360 --> 00:14:56,930 observed and analyzed, and we're even making predictions about this 245 00:14:57,050 --> 00:15:00,310 unknown visitor, now unknown. We can see what part of 246 00:15:00,310 --> 00:15:04,240 the world they're located, some technographic information about the devices 247 00:15:04,240 --> 00:15:08,140 that they're using, and we can see historical information here 248 00:15:08,380 --> 00:15:11,410 as well, if there were previous visits. So again, I'm 249 00:15:11,410 --> 00:15:14,040 unknown at the moment. But now I start to put 250 00:15:14,220 --> 00:15:17,470 something in my shopping cart. I add these batteries to 251 00:15:17,470 --> 00:15:20,580 the shopping cart, and you'll see here that now that 252 00:15:20,580 --> 00:15:23,420 I've added something to my shopping cart, the system can 253 00:15:23,420 --> 00:15:26,600 see what is in the cart, what's the value, which 254 00:15:26,600 --> 00:15:29,910 product category. We can see that were identified as a 255 00:15:29,910 --> 00:15:33,700 particular segment, and there are other events that occurred like 256 00:15:33,700 --> 00:15:38,070 our cart value changed from zero to $ 216. So 257 00:15:38,120 --> 00:15:41,300 before the visitor on the left proceeds to check out, 258 00:15:41,720 --> 00:15:43,750 they may want to log in because they have some 259 00:15:43,750 --> 00:15:48,050 stored payment information in the system, and you'll see a 260 00:15:48,050 --> 00:15:51,780 few things happening. Now that we've logged in, we know 261 00:15:51,780 --> 00:15:55,210 the identity of that visitor, and we can see that 262 00:15:55,260 --> 00:15:59,840 maybe they're eligible for other communication options. Now that we're 263 00:15:59,840 --> 00:16:03,080 logged in, maybe our purchase history or the value of 264 00:16:03,080 --> 00:16:06,340 our shopping cart gives us a few more options to 265 00:16:06,340 --> 00:16:10,630 communicate. That just appeared after I logged in. When I 266 00:16:10,630 --> 00:16:13,900 proceed back to check out, I go back here and 267 00:16:13,900 --> 00:16:17,190 you'll see that the prediction of checking out is higher, 268 00:16:17,310 --> 00:16:20,390 and just to highlight here, we're making two predictions that 269 00:16:20,390 --> 00:16:24,790 make sense in our configured for the GSOL customer. Your 270 00:16:24,790 --> 00:16:28,040 business and any other business would have different configured outcomes, 271 00:16:28,560 --> 00:16:31,800 making a purchase or being identified as a lead, those 272 00:16:31,800 --> 00:16:35,170 are sales and marketing outcomes. But you could have care 273 00:16:35,170 --> 00:16:38,350 outcomes, like make an inbound call for support or open 274 00:16:38,350 --> 00:16:42,570 a trouble ticket. So here, the visitor in their purchase 275 00:16:42,570 --> 00:16:49,040 motion doesn't know what the discount code is, and before 276 00:16:49,040 --> 00:16:52,010 they check out, they start searching for it. Maybe they 277 00:16:52,010 --> 00:16:56,800 go over here and they search for discount codes, and 278 00:16:56,800 --> 00:17:00,050 we're going to pick up that search information and what 279 00:17:00,050 --> 00:17:02,760 just happened here on the left is we triggered, the 280 00:17:02,760 --> 00:17:08,600 platform triggered an automated chat offer that is leveraging all 281 00:17:08,600 --> 00:17:11,220 of the context, all of the analysis and predictions that 282 00:17:11,220 --> 00:17:14,410 we're observing under the hood in the platform on the 283 00:17:14,410 --> 00:17:20,370 right. As the visitor accepts this chat, they're going to 284 00:17:20,370 --> 00:17:25,170 initially be prompted with an intelligent chat bot who knows 285 00:17:25,170 --> 00:17:28,670 this is Dan, and that he's likely to need help 286 00:17:28,670 --> 00:17:32,850 with his purchase today. So first, we're leveraging the intelligence 287 00:17:33,020 --> 00:17:36,560 bots, and here we may want to say, " Yes, I've 288 00:17:36,560 --> 00:17:45,800 got a question. Wondering about," oops, type, " about shipping availability." 289 00:17:49,340 --> 00:17:52,390 We are going to get a response back telling us 290 00:17:52,430 --> 00:17:55,060 a bit about that topic, and then, " Yes, I've got 291 00:17:55,060 --> 00:17:57,810 questions about my discount code and I want to talk 292 00:17:57,810 --> 00:18:05,950 to an agent please." So when that initial step connecting 293 00:18:05,950 --> 00:18:08,270 us to an agent occurs, we're doing a few different 294 00:18:08,270 --> 00:18:13,900 things here. We're going to answer this interaction, and now 295 00:18:14,070 --> 00:18:18,440 I'm going to show you the agent view, okay? Again, 296 00:18:18,740 --> 00:18:20,810 what we were looking at was what was happening under 297 00:18:20,810 --> 00:18:24,670 the hood. But now as an agent, I have access 298 00:18:24,900 --> 00:18:29,210 to what was in the shopping cart, maybe previous visits, 299 00:18:30,360 --> 00:18:33,800 the likelihood, hey, this visitor got very likely to making 300 00:18:33,800 --> 00:18:37,330 a purchase and then abandoned, and then we could continue 301 00:18:37,330 --> 00:18:39,810 to watch while we're thinking about what we're going to 302 00:18:39,810 --> 00:18:43,410 say, watch what that customer is doing. We're going to 303 00:18:43,410 --> 00:18:47,760 leverage these segments and the behaviors, and as I hover 304 00:18:47,760 --> 00:18:50,060 over as an agent some of these elements on the 305 00:18:50,060 --> 00:18:53,890 right, I decide I want to respond with a canned 306 00:18:53,920 --> 00:19:00,540 response about discount codes. So I search for my available 307 00:19:00,540 --> 00:19:04,940 canned responses. I find the appropriate one here and now 308 00:19:05,220 --> 00:19:08,640 I can guide that customer to the right information so 309 00:19:08,640 --> 00:19:13,300 that they have the context and information that they need 310 00:19:13,560 --> 00:19:18,520 to improve and streamline the process. Now they know that 311 00:19:18,520 --> 00:19:21,420 the discount code could be entered here. They have that 312 00:19:21,420 --> 00:19:25,890 discount code available to them. I apply it and proceed 313 00:19:25,890 --> 00:19:29,810 to check out. So when I check out, you'll see 314 00:19:29,810 --> 00:19:32,800 here that the outcome is achieved. We see the payment 315 00:19:32,800 --> 00:19:35,360 was made, what was the size of the order. This 316 00:19:35,360 --> 00:19:40,970 goes from 99% to 100% and we're ready to wrap 317 00:19:40,970 --> 00:19:43,140 up. We ask the customer, " Do you need anything else at 318 00:19:43,140 --> 00:19:47,770 the moment?" Maybe they say, " Well, yes, I actually had 319 00:19:47,770 --> 00:19:51,940 some questions about your panels." So the agent has an 320 00:19:51,940 --> 00:19:56,940 opportunity to take advantage of that additional conversation, create a 321 00:19:56,940 --> 00:20:01,590 new lead in the CRM with our integration here to 322 00:20:01,590 --> 00:20:05,010 extend the reach beyond what's just happening in predictive engagement. 323 00:20:06,330 --> 00:20:08,490 We could create a lead here, but now I'm going 324 00:20:08,490 --> 00:20:11,870 to show you a separate example where we do that 325 00:20:11,870 --> 00:20:15,270 in an automated fashion. That's going to end up creating 326 00:20:15,270 --> 00:20:19,130 a lead and adding an individual to a campaign all 327 00:20:19,130 --> 00:20:23,560 under the hood automatically. So we wrap up this interaction 328 00:20:24,370 --> 00:20:27,560 and we now know exactly which wrap- up code to 329 00:20:27,560 --> 00:20:31,490 use because we saw that order placed, and now we're 330 00:20:31,490 --> 00:20:35,900 done here with this particular interaction and we're waiting for 331 00:20:35,900 --> 00:20:42,970 another. So let's say this visitor later that night or 332 00:20:42,970 --> 00:20:46,140 the next day decides they're going to go back onto 333 00:20:46,140 --> 00:20:50,440 the site and put some items in their shopping cart. 334 00:20:51,950 --> 00:20:55,090 In this second case, so you have to fast forward 335 00:20:55,090 --> 00:20:58,780 a little bit and this is a later that that 336 00:20:58,960 --> 00:21:02,920 night. They put some items in their shopping cart, and 337 00:21:02,920 --> 00:21:06,170 we're going to, again, observe what that visitor is doing 338 00:21:06,170 --> 00:21:09,320 so we can see under the hood what's happening. This 339 00:21:09,320 --> 00:21:12,480 visitor decided they would like, Dan over here would like 340 00:21:13,210 --> 00:21:17,120 10 of these items and he proceeds to check out. 341 00:21:18,330 --> 00:21:21,460 So now he's got a pretty high cart value and 342 00:21:21,460 --> 00:21:25,640 he's eligible for another discount, and this is a solar 343 00:21:25,640 --> 00:21:28,370 panel so it's a different discount code. He doesn't have 344 00:21:28,370 --> 00:21:31,560 it available to him at the moment, and he starts 345 00:21:31,560 --> 00:21:36,520 to again search around for it. He abandons this shopping 346 00:21:36,520 --> 00:21:42,220 cart, and here, what we're doing is taking advantage of 347 00:21:42,260 --> 00:21:46,270 all that information and creating a new lead in our 348 00:21:46,270 --> 00:21:52,530 CRM system that is going to inform the enterprise account 349 00:21:52,530 --> 00:21:56,330 rep who is working on deals larger than $ 2, 350 00:21:56,330 --> 00:22:00,130 000 to follow up with this customer the next day 351 00:22:00,130 --> 00:22:02,820 or first thing in the morning. Now, if I take 352 00:22:02,820 --> 00:22:05,380 a look here in our CRM system, and we want 353 00:22:05,380 --> 00:22:10,140 to observe what happened under the hood, we're going to 354 00:22:10,140 --> 00:22:13,740 look up that lead and we're going to find this 355 00:22:13,740 --> 00:22:17,460 lead, Dan was created. You can look at those details. 356 00:22:18,280 --> 00:22:21,810 In here we can see we're leveraging the journey, the 357 00:22:21,810 --> 00:22:25,350 intelligence of predictive engagement can see that the shopping cart 358 00:22:25,350 --> 00:22:29,620 value was $ 2, 100. We can see what the 359 00:22:29,620 --> 00:22:31,770 items were that were in the cart, and then we 360 00:22:31,770 --> 00:22:38,280 also created a new member to our GSOL campaign. It 361 00:22:38,280 --> 00:22:43,190 is going to inform the enterprise account rep that he 362 00:22:43,190 --> 00:22:46,620 needs to follow up, either initiate a call or send 363 00:22:46,620 --> 00:22:50,300 an email to follow up with Dan the next day. 364 00:22:52,940 --> 00:22:58,060 So that concludes my demo. Thank you, Dan. That was 365 00:22:58,060 --> 00:23:01,160 great. Thank you for joining us for this edition of 366 00:23:01,170 --> 00:23:03,410 LinkedIn Live and what I hope is the first of 367 00:23:03,410 --> 00:23:05,850 many that do a deep dive into the Genesys AI 368 00:23:06,150 --> 00:23:09,590 portfolio. Thank you all for joining us. If any of 369 00:23:09,590 --> 00:23:13,180 you would like more information, there is a self guided 370 00:23:13,180 --> 00:23:17,400 tour available at Genesys. com, along with a hyperlink at 371 00:23:17,400 --> 00:23:19,600 the bottom that allows you to reach out in case 372 00:23:19,600 --> 00:23:22,580 you want to contact any of our account executives, your 373 00:23:22,580 --> 00:23:26,470 Genesys support team, or generally any more information on anything 374 00:23:26,470 --> 00:23:29,760 that you saw today. So again, thank you for your 375 00:23:29,760 --> 00:23:33,270 time. We appreciate your partnership and we look forward to 376 00:23:33,270 --> 00:23:35,670 seeing you at another edition of LinkedIn Live soon.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001krpdQAA"] Meet the Speakers Elcenora Martinez Global VP, Product Management, AI Genesys Dan Arra Vice President, Sales Genesys AppFoundry Webinar Three ways to extend your cloud contact center [cutoff co_thick="2px"]Your contact center needs to meet the needs of your customers while ensuring your employees and the community remain safe during the COVID-19 pandemic. Giving employees the freedom to work from home is critical. We’re all in this together. And through the Genesys Rapid Response offer and our AppFoundry partners, we can enable you to extend capabilities with add-on applications from the AppFoundry Marketplace. This webinar explains how to extend your cloud contact center: Try any free trial apps for 90 days Get credit for your overage charges with select premium apps Get the new Genesys and Google bot at no cost [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t6o5QAA"] Meet the Speaker Walla Oriqat Sr Partner Program Manager, AppFoundry Genesys Analyst Webinar The new normal: Redefining business continuity [cutoff co_thick="2px"][webinarschedule]Customer experience has entered uncharted territory. The first half of 2020 ushered in global unpredictability, forcing businesses to rapidly adapt and deliver customer experiences in new ways. It’s important to understand what this “new normal” is to gain perspective and to understand where the industry is headed. Join Sheila McGee Smith and Barbara Gonzalez to hear real-life accounts of how businesses across key industries have rapidly evolved their contact center operations. You’ll get insights into emerging trends, challenges and key learnings on these topics: Customer experience trends reshaping the industry Real stories of how call centers are adapting Managing a remote workforce [cutoff co_thick="2px"]1 00:00:04,720 --> 00:00:06,160 Good morning, evening, and afternoon 2 00:00:06,160 --> 00:00:07,490 everyone. My name is Josh 3 00:00:07,490 --> 00:00:08,200 Reed and I'm from the 4 00:00:08,270 --> 00:00:09,320 digital events team here at 5 00:00:09,330 --> 00:00:10,380 Genesys. And let me be 6 00:00:10,380 --> 00:00:11,390 the first to welcome you 7 00:00:12,290 --> 00:00:13,390 to today's webcast, The New 8 00:00:13,390 --> 00:00:16,940 Normal Redefining Business Continuity. And 9 00:00:16,940 --> 00:00:17,860 before I hand it off 10 00:00:17,860 --> 00:00:19,160 to our moderator today, I'm 11 00:00:19,160 --> 00:00:19,870 going to cover a few 12 00:00:19,870 --> 00:00:21,370 housekeeping items to ensure that 13 00:00:21,390 --> 00:00:22,360 you have the best experience 14 00:00:22,880 --> 00:00:24,270 viewing and listening to today's 15 00:00:24,270 --> 00:00:27,020 presentation. So, first off, if 16 00:00:27,020 --> 00:00:28,690 you experienced any problems viewing 17 00:00:28,690 --> 00:00:30,370 or listening to today's presentation, 18 00:00:30,920 --> 00:00:32,040 be sure to refresh your 19 00:00:32,040 --> 00:00:33,240 browser and make sure that 20 00:00:33,240 --> 00:00:33,910 it's up to date to 21 00:00:33,910 --> 00:00:35,780 support HTML5 as this usually 22 00:00:35,780 --> 00:00:37,740 fixes any console issues. If 23 00:00:37,740 --> 00:00:38,930 you think that slide window 24 00:00:38,930 --> 00:00:39,900 or that video window is 25 00:00:39,900 --> 00:00:41,140 too small, you can drag 26 00:00:41,140 --> 00:00:41,970 the bottom right corner of 27 00:00:41,970 --> 00:00:43,340 those windows to enlarge them 28 00:00:43,340 --> 00:00:44,330 at any time during the 29 00:00:44,330 --> 00:00:47,600 webcast. And although we're not going 30 00:00:47,820 --> 00:00:49,100 to host a live Q& 31 00:00:49,220 --> 00:00:49,720 A at the end of 32 00:00:49,720 --> 00:00:51,830 our presentation today, this is 33 00:00:51,830 --> 00:00:53,540 designed to be an interactive experience. And 34 00:00:53,610 --> 00:00:54,340 we would love for you 35 00:00:54,340 --> 00:00:55,270 to go ahead and throw 36 00:00:55,270 --> 00:00:56,420 those questions that you may 37 00:00:56,420 --> 00:00:58,080 have into the Q& A window. 38 00:00:58,190 --> 00:00:59,110 And what we'll do is 39 00:00:59,110 --> 00:01:00,050 we'll follow up with you 40 00:01:00,050 --> 00:01:01,400 via email within the next 41 00:01:01,400 --> 00:01:04,140 few business days. And also 42 00:01:04,140 --> 00:01:05,640 know if you miss anything throughout 43 00:01:05,640 --> 00:01:07,350 today's presentation, don't worry you 44 00:01:07,350 --> 00:01:08,610 will receive the on- demand 45 00:01:08,610 --> 00:01:10,140 recording via email from on 46 00:01:10,140 --> 00:01:11,440 24 within the next few 47 00:01:11,440 --> 00:01:14,590 business days as well. And 48 00:01:14,590 --> 00:01:16,100 also note that we have 49 00:01:16,100 --> 00:01:17,840 a library of resources in 50 00:01:17,840 --> 00:01:19,900 the resource center at below 51 00:01:19,900 --> 00:01:21,590 your Q& A window. These 52 00:01:21,590 --> 00:01:23,380 resources truly expand on today's 53 00:01:23,380 --> 00:01:25,270 topic of the change in 54 00:01:25,270 --> 00:01:26,800 business continuity. So be sure 55 00:01:26,800 --> 00:01:27,990 to click on those links. 56 00:01:28,260 --> 00:01:29,220 Clicking won't take you away 57 00:01:29,220 --> 00:01:30,140 from the session though. So 58 00:01:30,140 --> 00:01:31,150 don't worry about that. It'll 59 00:01:31,150 --> 00:01:32,040 just open up a new 60 00:01:32,040 --> 00:01:35,620 tab in your browser. Told 61 00:01:35,620 --> 00:01:36,680 you, short and sweet. So with 62 00:01:36,840 --> 00:01:37,560 that, I'm actually going to 63 00:01:37,560 --> 00:01:38,330 hand it off to our 64 00:01:38,330 --> 00:01:41,100 moderator today, Barbara Gonzalez. Barbara, 65 00:01:41,100 --> 00:01:41,730 why don't we take it 66 00:01:41,730 --> 00:01:44,380 away? Thank you so much, 67 00:01:44,380 --> 00:01:46,180 Josh. Hello everyone. My name 68 00:01:46,180 --> 00:01:47,670 is Barbara Gonzalez. I work 69 00:01:47,670 --> 00:01:49,710 for Genesys and I lead the 70 00:01:49,710 --> 00:01:51,900 business consulting team organization globally. 71 00:01:52,940 --> 00:01:53,660 First of all, I do 72 00:01:53,660 --> 00:01:54,540 want to say thank you 73 00:01:54,540 --> 00:01:56,430 so much for spending this 74 00:01:56,430 --> 00:01:57,410 time with us and on 75 00:01:57,410 --> 00:01:59,230 behalf of Genesys. And everyone 76 00:01:59,230 --> 00:02:00,770 that participated in the organization 77 00:02:00,770 --> 00:02:02,340 of this webinar, we truly 78 00:02:02,340 --> 00:02:04,640 appreciate your presence. Before I 79 00:02:04,640 --> 00:02:07,120 introduce our amazing panelists, I 80 00:02:07,130 --> 00:02:07,970 would like to start with 81 00:02:07,970 --> 00:02:11,280 a brief introduction. First of 82 00:02:11,280 --> 00:02:12,090 all, let me start with 83 00:02:12,090 --> 00:02:14,210 this quote. The struggle we're 84 00:02:14,210 --> 00:02:16,140 in today is developing the 85 00:02:16,140 --> 00:02:17,590 strength we need for tomorrow. 86 00:02:18,080 --> 00:02:19,240 And I know that I 87 00:02:19,240 --> 00:02:20,500 say the obvious by saying 88 00:02:20,500 --> 00:02:21,490 that we are going through 89 00:02:21,490 --> 00:02:23,490 challenging and truly unprecedented times 90 00:02:23,490 --> 00:02:24,950 right now. But to me 91 00:02:24,950 --> 00:02:27,320 it's unprecedented from two key 92 00:02:27,320 --> 00:02:29,450 aspects. Number one, this is 93 00:02:29,450 --> 00:02:31,080 certainly not the first pandemic 94 00:02:31,080 --> 00:02:33,300 that humanity has experienced, but 95 00:02:33,540 --> 00:02:34,480 because of the level of 96 00:02:34,480 --> 00:02:36,040 connectivity that our society has 97 00:02:36,040 --> 00:02:37,950 today, it makes it so 98 00:02:38,240 --> 00:02:39,450 we are fully aware of 99 00:02:39,480 --> 00:02:40,840 the level of magnitude of 100 00:02:40,840 --> 00:02:42,710 this crisis. And number two 101 00:02:42,710 --> 00:02:43,700 and perhaps for the same 102 00:02:43,700 --> 00:02:45,090 reason of how connected we 103 00:02:45,090 --> 00:02:45,940 are not only as a 104 00:02:45,940 --> 00:02:47,730 society, but in the way 105 00:02:47,730 --> 00:02:48,520 that we do business and 106 00:02:48,520 --> 00:02:50,560 communicate this crisis is truly 107 00:02:50,610 --> 00:02:52,770 affecting the entire world. I mean, 108 00:02:52,770 --> 00:02:53,300 if you look at the 109 00:02:53,300 --> 00:02:54,970 numbers right now out of 110 00:02:56,130 --> 00:02:57,760 195 or 197, depending on 111 00:02:57,760 --> 00:02:59,750 your source countries in the 112 00:02:59,750 --> 00:03:02,410 world, 185 have confirmed cases 113 00:03:02,410 --> 00:03:03,510 of COVID- 19 right now. And 114 00:03:04,230 --> 00:03:05,950 the fact is that every 115 00:03:05,950 --> 00:03:07,760 single country, every business, and 116 00:03:07,760 --> 00:03:09,420 every individual is affected in 117 00:03:09,420 --> 00:03:10,790 one way or another, by 118 00:03:10,790 --> 00:03:12,120 the impact that this pandemic 119 00:03:12,120 --> 00:03:13,300 is having not only in 120 00:03:13,300 --> 00:03:14,610 our economy, but frankly in 121 00:03:14,610 --> 00:03:16,680 our way of life. Now, 122 00:03:16,730 --> 00:03:18,200 here's another aspect to consider 123 00:03:18,200 --> 00:03:19,160 as we reflect in all 124 00:03:19,160 --> 00:03:20,800 of this. Think about all 125 00:03:20,800 --> 00:03:22,220 the services and activities that 126 00:03:22,220 --> 00:03:23,250 are part of our day 127 00:03:23,250 --> 00:03:24,660 to day lives and that we 128 00:03:24,660 --> 00:03:26,030 just maybe take for granted, 129 00:03:26,190 --> 00:03:27,730 but that right now are critical 130 00:03:27,730 --> 00:03:28,610 and top of mind for 131 00:03:28,610 --> 00:03:30,630 all of us. Things like 132 00:03:30,690 --> 00:03:32,460 obviously healthcare services, but also 133 00:03:32,460 --> 00:03:34,950 financial services, retail services, government 134 00:03:34,950 --> 00:03:36,590 services. And not only do 135 00:03:36,590 --> 00:03:38,170 we depend on those services today, 136 00:03:38,490 --> 00:03:39,360 but we depend on the 137 00:03:39,360 --> 00:03:41,030 ability to access and communicate 138 00:03:41,030 --> 00:03:42,540 with the organizations or agencies 139 00:03:42,580 --> 00:03:44,330 that provide those services through 140 00:03:44,330 --> 00:03:46,280 customer support or customer service 141 00:03:46,280 --> 00:03:47,640 to us. And let me 142 00:03:47,640 --> 00:03:48,330 just give you a quick 143 00:03:48,330 --> 00:03:49,810 example, which I'm sure most 144 00:03:49,810 --> 00:03:50,560 of you if not all 145 00:03:50,560 --> 00:03:51,550 of you will relate to 146 00:03:51,550 --> 00:03:53,670 it. I normally work from 147 00:03:53,670 --> 00:03:55,170 home although I do travel 148 00:03:55,180 --> 00:03:56,570 a lot, so I probably 149 00:03:56,570 --> 00:03:57,590 spend half of my time 150 00:03:57,590 --> 00:03:58,900 at home and half of 151 00:03:58,900 --> 00:04:00,570 my time on the road. 152 00:04:01,200 --> 00:04:02,530 My husband owns a small 153 00:04:02,530 --> 00:04:04,260 business in real estate and 154 00:04:04,260 --> 00:04:06,430 financial services here in Miami. And 155 00:04:06,430 --> 00:04:07,650 our daughter Addy, who is 156 00:04:07,660 --> 00:04:09,310 15, she's obviously in high 157 00:04:09,310 --> 00:04:11,510 school. So as a family, 158 00:04:11,510 --> 00:04:12,560 for one, we need to 159 00:04:12,560 --> 00:04:13,870 stay in touch with Abby 160 00:04:13,870 --> 00:04:15,960 school and the county schooling 161 00:04:15,960 --> 00:04:17,040 system to figure it out, 162 00:04:17,040 --> 00:04:17,800 is she going back to 163 00:04:17,800 --> 00:04:19,030 school, is she not going back to 164 00:04:19,120 --> 00:04:20,530 school, and how are they 165 00:04:20,530 --> 00:04:22,080 managing remote dedication and so 166 00:04:22,080 --> 00:04:23,470 on. By the way, they 167 00:04:23,470 --> 00:04:24,420 are not going back to 168 00:04:24,420 --> 00:04:25,110 school for the rest of 169 00:04:25,190 --> 00:04:26,140 the school year, which is 170 00:04:26,200 --> 00:04:28,020 not exactly easy situation to 171 00:04:28,020 --> 00:04:29,520 deal with a teenager, if 172 00:04:29,810 --> 00:04:32,010 what I mean. My husband 173 00:04:32,390 --> 00:04:33,690 had to work with the IT 174 00:04:34,010 --> 00:04:35,780 company that provides them support, 175 00:04:35,810 --> 00:04:36,570 which is also a small 176 00:04:37,020 --> 00:04:39,110 business to adjust their systems, 177 00:04:39,140 --> 00:04:40,190 to be able to send 178 00:04:40,240 --> 00:04:41,220 their employees to work from 179 00:04:41,220 --> 00:04:43,050 home. He's also now in 180 00:04:43,050 --> 00:04:44,130 the process of reaching out 181 00:04:44,130 --> 00:04:45,770 to government agencies to get 182 00:04:45,770 --> 00:04:54,360 information to potentially apply... On 183 00:04:54,360 --> 00:04:55,050 my side, I'm going to assume it's all 184 00:04:55,790 --> 00:04:56,740 the time. Reached out to 185 00:04:56,740 --> 00:04:57,900 my internet service provider to 186 00:04:57,900 --> 00:04:58,770 make sure that they keep 187 00:04:58,770 --> 00:04:59,840 up with the demands and 188 00:04:59,840 --> 00:05:00,960 now it's family we have 189 00:05:00,960 --> 00:05:02,240 given that my daughter Abby 190 00:05:02,240 --> 00:05:03,590 is on Zoom from school. 191 00:05:04,100 --> 00:05:04,770 And if she's not on 192 00:05:04,770 --> 00:05:05,660 that, I tell you she's 193 00:05:05,660 --> 00:05:06,700 on FaceTime with 20 other 194 00:05:06,710 --> 00:05:07,840 kids all the time or 195 00:05:07,840 --> 00:05:09,050 live streaming on Instagram. So 196 00:05:09,050 --> 00:05:10,430 the bandwidth requirements are pretty 197 00:05:10,430 --> 00:05:11,620 high. And not to mention 198 00:05:11,770 --> 00:05:12,790 my husband who is also 199 00:05:12,790 --> 00:05:14,210 heavily using internet now, since 200 00:05:14,210 --> 00:05:15,180 he's working from home. And 201 00:05:15,180 --> 00:05:17,450 then we get to things 202 00:05:17,450 --> 00:05:18,380 like going to the grocery 203 00:05:18,380 --> 00:05:19,500 store today as a mission, 204 00:05:19,500 --> 00:05:20,270 right. I just went to 205 00:05:20,270 --> 00:05:21,710 the grocery store yesterday and 206 00:05:21,710 --> 00:05:23,520 I can tell you wearing masks, 207 00:05:24,120 --> 00:05:25,650 going on just only one 208 00:05:25,650 --> 00:05:26,600 way on the aisles and 209 00:05:26,600 --> 00:05:29,350 waiting, and the distancing upset 210 00:05:29,350 --> 00:05:30,250 at six feet and so 211 00:05:30,250 --> 00:05:32,210 on. So now I'm also 212 00:05:32,210 --> 00:05:33,270 trying to order as much 213 00:05:33,270 --> 00:05:34,850 as I can online, supply 214 00:05:34,850 --> 00:05:36,390 just to keep our lights 215 00:05:36,390 --> 00:05:38,240 going. So I think this 216 00:05:38,240 --> 00:05:39,600 just shows how much we 217 00:05:39,600 --> 00:05:41,560 depend on the services that 218 00:05:41,560 --> 00:05:42,130 in our day to day, 219 00:05:42,190 --> 00:05:44,370 obviously. But even if we 220 00:05:44,370 --> 00:05:46,080 take them for granted now 221 00:05:46,400 --> 00:05:47,930 those services are truly critical 222 00:05:48,440 --> 00:05:50,280 and just for our wellbeing. 223 00:05:50,280 --> 00:05:51,110 And even I would say, 224 00:05:51,110 --> 00:05:52,320 and I don't mean to 225 00:05:52,320 --> 00:05:53,500 sound dramatic, but even just 226 00:05:53,500 --> 00:05:55,110 for our survival, right? So 227 00:05:55,110 --> 00:05:56,410 to me, this also exemplifies 228 00:05:56,410 --> 00:05:57,420 the real need and the 229 00:05:57,420 --> 00:05:59,700 real importance of incorporating empathy 230 00:05:59,830 --> 00:06:00,750 as part of our customer 231 00:06:00,990 --> 00:06:03,210 experience strategy. These services are 232 00:06:03,210 --> 00:06:04,580 really not just operational, but 233 00:06:04,580 --> 00:06:05,940 they are part of people's 234 00:06:05,940 --> 00:06:08,960 lives. Now, to the topic today 235 00:06:09,260 --> 00:06:10,880 companies build their business continuity 236 00:06:10,880 --> 00:06:12,540 plans in a wide variety 237 00:06:12,540 --> 00:06:14,540 of scenarios in mind. Natural 238 00:06:14,540 --> 00:06:17,180 disasters, power system outages, even 239 00:06:17,180 --> 00:06:18,840 strikes and so on. But 240 00:06:18,840 --> 00:06:20,290 certainly the situation we are 241 00:06:20,290 --> 00:06:21,250 living in right now with 242 00:06:21,250 --> 00:06:22,580 COVID- 19 has forced us 243 00:06:22,580 --> 00:06:23,990 to adapt and adjust those 244 00:06:23,990 --> 00:06:26,410 business continuity plans. And it also 245 00:06:26,410 --> 00:06:28,150 makes us really think, well, 246 00:06:28,150 --> 00:06:29,410 what does the new normal 247 00:06:29,410 --> 00:06:31,470 look like? Right? Some companies, 248 00:06:31,880 --> 00:06:33,460 for example, are considering, should 249 00:06:33,460 --> 00:06:34,770 we create a working from 250 00:06:34,770 --> 00:06:36,470 home model beyond the crisis? 251 00:06:36,890 --> 00:06:38,300 But regardless of what we 252 00:06:38,300 --> 00:06:39,520 think the new normal is going 253 00:06:39,520 --> 00:06:41,300 to look like for organization 254 00:06:41,300 --> 00:06:44,830 or what would be involved 255 00:06:44,830 --> 00:06:46,630 in reactivating our normal business 256 00:06:46,630 --> 00:06:48,550 activity? What I think we 257 00:06:48,550 --> 00:06:49,440 need to be very conscious 258 00:06:49,440 --> 00:06:51,350 of is that this will 259 00:06:51,350 --> 00:06:52,390 certainly not be the last 260 00:06:52,390 --> 00:06:54,990 crisis or unprecedented situation that 261 00:06:55,010 --> 00:06:55,960 we will be challenged with. 262 00:06:55,960 --> 00:06:56,470 And I don't mean to 263 00:06:56,470 --> 00:06:57,550 sound like doom days or 264 00:06:57,550 --> 00:06:59,920 anything. But I'm just saying 265 00:07:00,320 --> 00:07:01,230 that we just need to be prepared 266 00:07:01,230 --> 00:07:02,410 and have plans that are 267 00:07:02,410 --> 00:07:04,150 flexible and agile to allow 268 00:07:04,150 --> 00:07:05,950 our organization to be as 269 00:07:05,950 --> 00:07:07,380 ready as possible and really 270 00:07:07,380 --> 00:07:08,700 to adapt and respond quickly. 271 00:07:09,230 --> 00:07:10,900 And this is exactly the 272 00:07:10,900 --> 00:07:12,300 discussion that we are going to have 273 00:07:12,350 --> 00:07:14,550 today. So I'm truly honored 274 00:07:14,550 --> 00:07:15,300 to be joined by an 275 00:07:15,300 --> 00:07:16,960 incredible panel of experts today. 276 00:07:17,420 --> 00:07:19,000 And I would like to start with 277 00:07:19,230 --> 00:07:20,910 Sheila McGee- Smith. I'm really 278 00:07:20,910 --> 00:07:22,060 honored to have you Sheila, 279 00:07:22,130 --> 00:07:24,240 would you please introduce yourself? 280 00:07:25,720 --> 00:07:28,950 Certainly. Welcome everyone and welcome 281 00:07:28,950 --> 00:07:30,980 to my fellow panelists. I'm 282 00:07:30,990 --> 00:07:32,420 excited to be here, not 283 00:07:32,420 --> 00:07:33,520 just with Barbara who I've 284 00:07:33,520 --> 00:07:34,640 worked with in the past in 285 00:07:34,640 --> 00:07:36,440 Women in Tech issues as 286 00:07:36,440 --> 00:07:38,020 you proudly aware. Women in 287 00:07:38,020 --> 00:07:42,500 Tech, Genesys' shirt. But very 288 00:07:42,500 --> 00:07:43,240 happy to be here with 289 00:07:43,240 --> 00:07:44,650 two customers as well, with 290 00:07:44,650 --> 00:07:46,550 Colin and Paul who are 291 00:07:46,620 --> 00:07:49,890 living this every day. So 292 00:07:49,890 --> 00:07:51,210 who am I? I am an 293 00:07:51,210 --> 00:07:53,520 industry analyst. I've been covering 294 00:07:53,520 --> 00:07:55,730 the contact center space full 295 00:07:55,730 --> 00:07:59,220 time since 1990. So I've 296 00:07:59,220 --> 00:08:00,500 lived through a couple of 297 00:08:00,500 --> 00:08:02,230 changes in this marketplace, a 298 00:08:02,230 --> 00:08:04,820 few small recessions, the tech 299 00:08:04,820 --> 00:08:07,950 bubble burst, but nothing compares 300 00:08:08,210 --> 00:08:09,230 to what we're all living 301 00:08:09,230 --> 00:08:10,900 through right now. So the 302 00:08:10,900 --> 00:08:12,810 slide that you're seeing there 303 00:08:13,450 --> 00:08:14,390 shows that one of the 304 00:08:14,390 --> 00:08:17,130 places where I publish my 305 00:08:17,130 --> 00:08:19,370 views on the market is 306 00:08:19,620 --> 00:08:20,820 on a site online called 307 00:08:20,820 --> 00:08:24,110 nojitter. com. About on a 308 00:08:24,110 --> 00:08:26,440 weekly basis I publish a 309 00:08:26,440 --> 00:08:28,240 post about what's happening in 310 00:08:28,240 --> 00:08:30,870 the market. For today's event, 311 00:08:30,920 --> 00:08:32,590 I've selected four that I've 312 00:08:32,590 --> 00:08:33,670 published in the last six 313 00:08:33,670 --> 00:08:34,750 months or so all about 314 00:08:34,750 --> 00:08:36,910 Genesys, needless to say, if 315 00:08:36,910 --> 00:08:37,740 you go to No Jitter, 316 00:08:37,740 --> 00:08:39,220 you'll see articles about other 317 00:08:39,220 --> 00:08:42,360 companies as well. But what 318 00:08:42,360 --> 00:08:43,950 it highlights is just how 319 00:08:43,950 --> 00:08:46,330 much, how active Genesys has 320 00:08:46,330 --> 00:08:47,600 been in the market and 321 00:08:47,600 --> 00:08:48,640 certainly in the last year, 322 00:08:48,640 --> 00:08:50,250 even more so perhaps than 323 00:08:50,250 --> 00:08:53,090 before that. With a new 324 00:08:53,090 --> 00:08:55,980 CEO, with partnerships with Google. 325 00:08:56,750 --> 00:08:58,740 So happy to be here 326 00:08:58,740 --> 00:08:59,930 and to pass it back 327 00:08:59,930 --> 00:09:01,160 to Barbara to introduce our 328 00:09:01,160 --> 00:09:04,790 first customer. Thank you, Sheila. 329 00:09:04,790 --> 00:09:06,830 I just want to say really, really an 330 00:09:06,830 --> 00:09:08,670 honor to have you. Sheila 331 00:09:08,700 --> 00:09:10,670 she certainly needed no introduction, 332 00:09:10,870 --> 00:09:12,360 her reputation in the contact center 333 00:09:12,360 --> 00:09:14,010 space and the customer experience space, 334 00:09:14,360 --> 00:09:16,020 procedure around the world in 335 00:09:16,020 --> 00:09:18,280 North America. Certainly, so Sheila 336 00:09:18,590 --> 00:09:21,410 also constantly has conversations with 337 00:09:21,410 --> 00:09:23,460 executives on the customer experience space. 338 00:09:23,900 --> 00:09:25,410 So we truly having you 339 00:09:25,410 --> 00:09:26,930 here to provide your thoughts 340 00:09:26,930 --> 00:09:28,980 and in recommendation Sheila, it's 341 00:09:28,980 --> 00:09:29,850 truly an honor. So thank 342 00:09:29,850 --> 00:09:31,850 you so much. Now to 343 00:09:31,850 --> 00:09:34,280 our next panelist, I'm really 344 00:09:34,280 --> 00:09:36,650 also honored to have with 345 00:09:36,650 --> 00:09:41,780 us Paul Bordeaux who's the 346 00:09:41,780 --> 00:09:43,390 vice president of information technology 347 00:09:43,680 --> 00:09:44,900 for e- services. Paul would 348 00:09:45,200 --> 00:09:48,360 you introduce yourself please? I'm 349 00:09:48,360 --> 00:09:54,510 sorry- Yeah, certainly. Backwards. I'm 350 00:09:54,510 --> 00:09:56,140 so sorry Paul. Sorry let me 351 00:09:56,750 --> 00:09:58,710 take this back. Colin Salvesen, 352 00:09:58,980 --> 00:10:00,100 head of IT for Mr 353 00:10:00,100 --> 00:10:01,480 Price Group. Colin, please go 354 00:10:01,480 --> 00:10:04,050 ahead. Hi. Hello to everybody 355 00:10:04,050 --> 00:10:04,940 all the way from South 356 00:10:05,080 --> 00:10:06,410 Africa. And I hope you're all 357 00:10:06,640 --> 00:10:08,560 very safe and well. Thank 358 00:10:08,560 --> 00:10:09,470 you to Genesys for having 359 00:10:09,470 --> 00:10:10,690 me. I really appreciate the 360 00:10:10,690 --> 00:10:12,850 opportunity. So yeah, I look after IT for the 361 00:10:13,550 --> 00:10:15,130 Mr Price group. We're a 362 00:10:15,130 --> 00:10:16,610 large retailer in South Africa. 363 00:10:17,290 --> 00:10:18,510 Our footprint is just over 364 00:10:18,510 --> 00:10:20,220 1200 stores and we focus on 365 00:10:20,220 --> 00:10:22,450 fashion home wear, and sportswear 366 00:10:22,530 --> 00:10:24,960 and sporting goods. And cutting 367 00:10:24,960 --> 00:10:26,270 across these verticals we also 368 00:10:26,270 --> 00:10:28,210 have MRP money, or Mr 369 00:10:28,210 --> 00:10:29,410 Price Money which is the 370 00:10:29,410 --> 00:10:31,160 enabler for credit in the 371 00:10:31,160 --> 00:10:32,940 group as well as insurance 372 00:10:32,940 --> 00:10:34,300 products to protect that credit. 373 00:10:35,010 --> 00:10:36,850 And more recently we have 374 00:10:36,850 --> 00:10:40,550 launched MRP mobile strategy, which 375 00:10:40,550 --> 00:10:41,840 is MRP cellular, which is 376 00:10:41,840 --> 00:10:43,770 an immuno strategy on unselling 377 00:10:43,810 --> 00:10:46,220 of services from some of 378 00:10:46,220 --> 00:10:47,140 the top networks in South 379 00:10:47,140 --> 00:10:48,830 Africa. And we also have 380 00:10:48,810 --> 00:10:50,760 our own NBN, which is MIP 381 00:10:50,760 --> 00:10:53,270 mobile. We've been a Genesys 382 00:10:53,270 --> 00:10:55,570 customer for the past five years through 383 00:10:55,570 --> 00:10:56,940 peer connect and we have 384 00:10:57,370 --> 00:10:59,680 approximately 600 agents of which 385 00:10:59,680 --> 00:11:01,050 a large portion of those 386 00:11:01,050 --> 00:11:02,790 are outbound sales agents and 387 00:11:02,910 --> 00:11:05,630 outbound collections agents and also 388 00:11:05,630 --> 00:11:07,250 a large inbound component that 389 00:11:07,250 --> 00:11:08,410 looks after eCommerce for the 390 00:11:08,410 --> 00:11:09,960 group as well as customer 391 00:11:09,960 --> 00:11:11,530 care for the store footprint. 392 00:11:12,060 --> 00:11:13,060 So yeah, very excited to 393 00:11:13,060 --> 00:11:14,660 be discussing these topics that are 394 00:11:14,810 --> 00:11:16,090 very topical and I hope 395 00:11:16,090 --> 00:11:17,210 we can shed some lights on some 396 00:11:17,210 --> 00:11:18,650 of the consents, looking forward to it. 397 00:11:18,800 --> 00:11:21,110 Thank you. Thank you so 398 00:11:21,110 --> 00:11:22,840 much Colin. By the way, 399 00:11:22,840 --> 00:11:23,990 it's pretty late for you out 400 00:11:24,400 --> 00:11:25,440 there in South Africa. So we 401 00:11:25,740 --> 00:11:27,530 do appreciate very much joining 402 00:11:27,530 --> 00:11:29,110 us today. That's my pleasure. 403 00:11:32,060 --> 00:11:34,640 Sorry for the mix up Paul. Now, I'll 404 00:11:34,640 --> 00:11:35,640 let you introduce. So Paul 405 00:11:35,640 --> 00:11:37,010 Bordeaux again, vice president of 406 00:11:37,240 --> 00:11:40,590 information technology for eFinancial. Paul. Awesome. 407 00:11:40,700 --> 00:11:42,350 Thank you very much. As 408 00:11:42,360 --> 00:11:43,200 mentioned, my name is Paul 409 00:11:43,200 --> 00:11:44,620 Bordeaux and I'm the VP 410 00:11:44,620 --> 00:11:47,430 of IT at eFinancial. And eFinancial is actually a 411 00:11:47,430 --> 00:11:49,360 direct consumer life insurance company. 412 00:11:49,660 --> 00:11:50,960 That's all call center based. 413 00:11:50,960 --> 00:11:52,270 We started about 20 years 414 00:11:52,270 --> 00:11:53,980 ago and since then we've 415 00:11:53,980 --> 00:11:54,810 grown to become one of 416 00:11:54,810 --> 00:11:56,570 the largest director life insurance 417 00:11:56,570 --> 00:11:58,250 agencies in the United States. 418 00:11:58,800 --> 00:11:59,640 As an example of our 419 00:11:59,640 --> 00:12:01,290 volume, we did right over $ 420 00:12:01,290 --> 00:12:03,800 11 billion in life insurance 421 00:12:03,800 --> 00:12:06,970 coverage in 2017 alone. Our 422 00:12:06,970 --> 00:12:09,040 staffing model looks similar to 423 00:12:10,070 --> 00:12:12,100 Mr Price their staffing model. 424 00:12:12,140 --> 00:12:13,250 We have about 400 call 425 00:12:13,250 --> 00:12:15,450 center agents that serves both 426 00:12:15,450 --> 00:12:17,320 sales agents, transfer agents, customer 427 00:12:17,320 --> 00:12:18,490 care reps, and as well 428 00:12:18,490 --> 00:12:20,030 as independent agents spread across 429 00:12:20,030 --> 00:12:21,900 the country. We're licensed in 430 00:12:21,900 --> 00:12:23,630 all 50 States district of 431 00:12:23,630 --> 00:12:25,360 Columbia, but our main call 432 00:12:25,360 --> 00:12:27,000 centers are in three locations. 433 00:12:27,170 --> 00:12:28,100 We have one in Bellevue, 434 00:12:28,100 --> 00:12:29,790 Washington, which is our headquarters. 435 00:12:30,120 --> 00:12:31,190 We have one in Chicago, 436 00:12:31,190 --> 00:12:32,680 Illinois, and we have a 437 00:12:32,680 --> 00:12:33,690 new one that just opened 438 00:12:33,690 --> 00:12:34,680 up this year in Tempe, 439 00:12:34,680 --> 00:12:36,160 Arizona sort of spread across 440 00:12:36,160 --> 00:12:38,340 the United States. I'm Colin, 441 00:12:38,340 --> 00:12:39,470 I'm excited to be here 442 00:12:39,470 --> 00:12:40,570 and I'm looking forward to this webinar. 443 00:12:40,790 --> 00:12:46,420 Welcome. So to get us 444 00:12:46,420 --> 00:12:48,020 started with this conversation, I 445 00:12:48,020 --> 00:12:48,990 would first like to ask 446 00:12:49,260 --> 00:12:50,850 Sheila to give us her analyst 447 00:12:51,180 --> 00:12:52,350 perspective on the current state 448 00:12:52,350 --> 00:12:53,950 of customer experience and the 449 00:12:53,950 --> 00:12:55,500 impact that COVID-19 is having 450 00:12:55,500 --> 00:12:58,740 in the contact center space. Sheila. Thank 451 00:12:59,030 --> 00:13:00,830 you. The slide that you 452 00:13:00,830 --> 00:13:04,070 see here talks about the 453 00:13:04,070 --> 00:13:06,240 New Hampshire emergency order number 454 00:13:06,240 --> 00:13:08,410 17, that was issued by 455 00:13:08,410 --> 00:13:12,880 our governor Sununu back early 456 00:13:12,880 --> 00:13:16,840 in March. And slides are 457 00:13:16,840 --> 00:13:19,580 just going crazy. Huh? Let's 458 00:13:19,580 --> 00:13:22,000 try and get back on 459 00:13:22,000 --> 00:13:24,230 the right slide. Okay. And 460 00:13:24,230 --> 00:13:28,470 what it shows is that 461 00:13:29,550 --> 00:13:31,200 as it highlights is people 462 00:13:31,200 --> 00:13:33,730 in information technology, people like 463 00:13:33,790 --> 00:13:35,670 Colin and Paul, people who 464 00:13:35,670 --> 00:13:37,940 work in call centers are 465 00:13:37,940 --> 00:13:40,340 part of essential services. So 466 00:13:40,340 --> 00:13:42,660 as countries and States have 467 00:13:42,660 --> 00:13:44,260 put out orders that say, 468 00:13:44,480 --> 00:13:46,970 everybody stayed home except essential 469 00:13:46,970 --> 00:13:50,010 workers, right. Very often those 470 00:13:50,010 --> 00:13:51,500 essential workers work in government 471 00:13:51,500 --> 00:13:55,950 locations and hospitals and they 472 00:13:55,950 --> 00:13:58,170 are continuing to be important 473 00:13:58,400 --> 00:14:01,580 to the ongoing pace of 474 00:14:01,580 --> 00:14:03,650 keeping people alive and well 475 00:14:03,900 --> 00:14:05,540 as Barbara talked about. Right? 476 00:14:06,070 --> 00:14:07,890 And so it gives us 477 00:14:07,890 --> 00:14:09,030 pause those of us in 478 00:14:09,030 --> 00:14:11,210 the contact center space to understand 479 00:14:11,210 --> 00:14:13,050 how important we are to 480 00:14:13,050 --> 00:14:15,480 keeping business going, to keeping 481 00:14:15,480 --> 00:14:17,540 lives going. And again, as 482 00:14:17,540 --> 00:14:20,270 Barbara pointed out with everything 483 00:14:20,270 --> 00:14:21,210 that we need just to 484 00:14:21,210 --> 00:14:23,190 subsist one doesn't want to 485 00:14:23,190 --> 00:14:24,640 be overly dramatic, but we're 486 00:14:24,640 --> 00:14:26,650 part of a process that's 487 00:14:26,650 --> 00:14:39,560 really quite important. Okay. You want me to move their slide? Share over there. 488 00:14:42,400 --> 00:14:44,320 Maybe from now on, you 489 00:14:44,320 --> 00:14:45,360 can move my slides for 490 00:14:45,360 --> 00:14:46,440 me. Thank you very much. 491 00:14:46,700 --> 00:14:48,390 So one of the things 492 00:14:48,390 --> 00:14:49,450 that I want to talk about is 493 00:14:49,450 --> 00:14:50,260 sort of what did the 494 00:14:50,260 --> 00:14:52,940 world look right before the 495 00:14:55,240 --> 00:14:58,410 COVID pandemic became real. And 496 00:14:58,410 --> 00:14:59,710 interesting that we have the 497 00:14:59,710 --> 00:15:01,260 gentlemen on from South Africa 498 00:15:01,460 --> 00:15:02,930 because the data that I'm 499 00:15:02,930 --> 00:15:04,640 showing here is from a 500 00:15:04,640 --> 00:15:06,860 company called NTT. And it 501 00:15:06,860 --> 00:15:09,110 is part of a global 502 00:15:09,200 --> 00:15:12,610 benchmarking report that NTT has 503 00:15:12,610 --> 00:15:14,590 been gathering for 22 years 504 00:15:14,590 --> 00:15:16,070 now. And that the group 505 00:15:16,070 --> 00:15:17,200 that runs that is actually 506 00:15:17,200 --> 00:15:19,780 out of South Africa and 507 00:15:19,780 --> 00:15:21,560 I've visited them down there. 508 00:15:21,770 --> 00:15:23,410 And he's nodding because it's 509 00:15:23,410 --> 00:15:25,360 an important piece of research 510 00:15:25,670 --> 00:15:26,770 that a lot of us 511 00:15:26,810 --> 00:15:28,590 in the context center look 512 00:15:28,590 --> 00:15:29,930 forward to seeing that new 513 00:15:29,930 --> 00:15:32,500 data every year. So moving 514 00:15:32,500 --> 00:15:37,040 into 2020 companies, some 600 515 00:15:37,040 --> 00:15:38,010 of them responded to this 516 00:15:38,010 --> 00:15:41,020 question or asked what strategies 517 00:15:41,020 --> 00:15:43,130 are being used to meet 518 00:15:43,380 --> 00:15:48,030 the evolving workforce demands. And 519 00:15:48,030 --> 00:15:50,350 you'll see flexible hours were 520 00:15:50,350 --> 00:15:52,960 important. Remote working was important. 521 00:15:53,830 --> 00:15:55,430 But probably further down the 522 00:15:55,430 --> 00:15:57,710 list, something like wellness, which 523 00:15:57,710 --> 00:15:58,810 I've highlighted there with an 524 00:15:58,810 --> 00:16:03,510 arrow or training, new approaches 525 00:16:03,510 --> 00:16:05,230 for training. And so as 526 00:16:05,230 --> 00:16:07,880 we now sit six weeks 527 00:16:07,880 --> 00:16:10,280 into this global crisis with 528 00:16:10,440 --> 00:16:12,280 so many agents now working 529 00:16:12,280 --> 00:16:14,910 from home, I look at 530 00:16:14,960 --> 00:16:16,260 statistics like this and I 531 00:16:16,260 --> 00:16:18,270 think people like Paul and 532 00:16:18,270 --> 00:16:20,350 Colin have new challenges, how 533 00:16:20,350 --> 00:16:22,440 do we handle wellness when 534 00:16:22,440 --> 00:16:23,610 so many of our agents 535 00:16:23,610 --> 00:16:25,330 are working from home? How 536 00:16:25,330 --> 00:16:27,270 do we reevaluate how we 537 00:16:27,270 --> 00:16:29,520 train when so many agents 538 00:16:29,520 --> 00:16:31,120 are working from home? And 539 00:16:31,130 --> 00:16:33,020 so things that perhaps were 540 00:16:33,020 --> 00:16:34,960 not as high a priority 541 00:16:35,210 --> 00:16:37,440 just two months ago, raising 542 00:16:37,700 --> 00:16:43,260 insignificance. And then next slide, 543 00:16:43,720 --> 00:16:45,500 please, since I seem to 544 00:16:45,500 --> 00:16:48,850 be challenged. I went to 545 00:16:48,850 --> 00:16:50,180 a business school in Chicago 546 00:16:52,220 --> 00:16:55,410 at Kellogg. And there's been 547 00:16:55,410 --> 00:16:59,150 ongoing communications from Kellogg, which 548 00:16:59,150 --> 00:17:01,820 has in its alumni base 549 00:17:01,820 --> 00:17:03,690 a lot of corporate leaders. 550 00:17:04,120 --> 00:17:04,980 And what they've been doing 551 00:17:04,980 --> 00:17:06,960 is providing information to be 552 00:17:06,970 --> 00:17:09,210 helpful to those leaders as 553 00:17:09,240 --> 00:17:11,010 they go through this crisis. 554 00:17:11,560 --> 00:17:14,870 So one particular session caught 555 00:17:14,870 --> 00:17:16,090 my eye and it was 556 00:17:16,090 --> 00:17:18,660 by Harry kraemer, who is 557 00:17:18,660 --> 00:17:20,890 a professor of leadership at 558 00:17:21,440 --> 00:17:23,340 The Kellogg School at Northwestern 559 00:17:23,340 --> 00:17:26,610 university. And prior to being 560 00:17:26,980 --> 00:17:28,680 a professor, he was the 561 00:17:28,680 --> 00:17:31,700 CEO of Baxter International, a 562 00:17:31,700 --> 00:17:35,010 major medical supply company here 563 00:17:35,010 --> 00:17:36,780 in the United States. And 564 00:17:36,780 --> 00:17:38,960 the statement that he made 565 00:17:38,960 --> 00:17:42,270 that really rang so true 566 00:17:42,270 --> 00:17:44,000 for me was the need 567 00:17:44,070 --> 00:17:47,130 for a coronavirus war room. 568 00:17:48,210 --> 00:17:49,260 And it struck for a 569 00:17:49,260 --> 00:17:50,680 couple of reasons. One is 570 00:17:51,100 --> 00:17:52,490 I was early in my 571 00:17:52,490 --> 00:17:55,070 career at AT& T, when 572 00:17:55,070 --> 00:17:56,590 AT& T was going through 573 00:17:56,590 --> 00:17:58,360 divestiture. So I was at 574 00:17:58,360 --> 00:18:00,400 corporate headquarters in Basking Ridge, 575 00:18:00,400 --> 00:18:02,330 New Jersey, and we had 576 00:18:02,330 --> 00:18:03,900 a war room. And I 577 00:18:03,900 --> 00:18:04,870 was part of that war 578 00:18:04,870 --> 00:18:06,010 room because I was in 579 00:18:06,010 --> 00:18:07,740 market research. And there were 580 00:18:07,740 --> 00:18:10,470 lots of issues that smack 581 00:18:10,800 --> 00:18:12,710 of market research, data that 582 00:18:12,710 --> 00:18:15,040 was required by that group, 583 00:18:15,040 --> 00:18:16,190 working in the war room, 584 00:18:16,340 --> 00:18:18,600 when how do we break 585 00:18:18,610 --> 00:18:20,690 up the bell system? And 586 00:18:20,690 --> 00:18:21,760 so this notion of a 587 00:18:21,760 --> 00:18:24,500 coronavirus war room really struck 588 00:18:24,500 --> 00:18:28,050 me in that his comment, 589 00:18:28,680 --> 00:18:31,010 Kraemer's comment that no leader, 590 00:18:31,570 --> 00:18:32,880 if they're honest, is bright 591 00:18:32,880 --> 00:18:35,100 enough to figure out everything 592 00:18:35,100 --> 00:18:36,720 on their own. That they 593 00:18:36,730 --> 00:18:39,950 should have the data input 594 00:18:40,450 --> 00:18:41,910 and the knowledge and the 595 00:18:41,910 --> 00:18:44,280 wisdom of people from all 596 00:18:44,280 --> 00:18:46,240 over the business. And so 597 00:18:46,240 --> 00:18:46,810 I thought it was a 598 00:18:46,810 --> 00:18:48,300 great insight and one worth 599 00:18:48,300 --> 00:18:51,230 sharing on this webinar for 600 00:18:51,230 --> 00:18:54,330 all involved. Next slide please. 601 00:18:56,570 --> 00:18:57,970 So I'm taking us back 602 00:18:57,970 --> 00:19:00,720 to the NTT customer experience 603 00:19:00,720 --> 00:19:03,380 benchmarking study again. And this 604 00:19:03,380 --> 00:19:04,280 is a question that was 605 00:19:04,280 --> 00:19:06,310 answered again by about 600 of 606 00:19:06,430 --> 00:19:08,800 the respondents. And know that 607 00:19:08,800 --> 00:19:10,470 this study is a global 608 00:19:10,470 --> 00:19:11,780 study. And so they get 609 00:19:11,780 --> 00:19:14,370 representation from North America, South 610 00:19:14,370 --> 00:19:17,860 America, Asia, Europe. And so 611 00:19:17,860 --> 00:19:18,890 for all of you who 612 00:19:18,890 --> 00:19:20,410 are listening here today, this 613 00:19:20,410 --> 00:19:21,950 is relevant data for all 614 00:19:21,950 --> 00:19:24,090 of us. So the question 615 00:19:24,090 --> 00:19:25,470 that was asked again, pre- 616 00:19:25,470 --> 00:19:26,870 COVID is one of the 617 00:19:26,870 --> 00:19:30,620 top technology priorities for customer 618 00:19:30,620 --> 00:19:33,710 experience? And data and analytics, 619 00:19:33,710 --> 00:19:35,160 as you can see, has 620 00:19:35,160 --> 00:19:37,660 been seen as important by 621 00:19:37,660 --> 00:19:39,780 customer experience professionals for the 622 00:19:39,780 --> 00:19:41,940 last three years running, right. 623 00:19:42,670 --> 00:19:46,960 And digital transformation, supplying better 624 00:19:46,960 --> 00:19:49,490 digital customer experience, meeting the 625 00:19:49,750 --> 00:19:52,420 demands of consumers who want 626 00:19:52,710 --> 00:19:55,230 better digital options from the 627 00:19:55,230 --> 00:19:57,040 organizations and the companies that 628 00:19:57,040 --> 00:19:58,330 they work with. These have 629 00:19:58,330 --> 00:20:00,700 been key initiatives for the 630 00:20:00,700 --> 00:20:01,990 last two or three years. 631 00:20:02,820 --> 00:20:04,280 But again, what I've highlighted 632 00:20:04,280 --> 00:20:06,630 here are things that may 633 00:20:06,630 --> 00:20:08,160 be lower on the list 634 00:20:08,520 --> 00:20:11,090 like cloud solutions or the 635 00:20:11,090 --> 00:20:15,460 personalization of services, because in 636 00:20:15,460 --> 00:20:17,790 a post- COVID world, I 637 00:20:17,790 --> 00:20:19,590 think they're rising in importance. 638 00:20:19,840 --> 00:20:20,490 And if we were to 639 00:20:20,490 --> 00:20:23,140 retake this survey right now, 640 00:20:23,340 --> 00:20:25,010 I think cloud would rise 641 00:20:25,010 --> 00:20:26,230 way to the top of 642 00:20:26,230 --> 00:20:28,670 this. Because companies that I 643 00:20:28,670 --> 00:20:30,970 work with, that you work 644 00:20:30,970 --> 00:20:33,740 with at Genesys are finding that 645 00:20:34,370 --> 00:20:36,150 if they were sitting with contact 646 00:20:36,750 --> 00:20:39,620 center agents in premises locations 647 00:20:39,890 --> 00:20:42,770 with premises based systems, that 648 00:20:42,790 --> 00:20:44,950 it was often more difficult 649 00:20:45,440 --> 00:20:47,870 to send those agents home 650 00:20:47,870 --> 00:20:49,680 and be able to answer 651 00:20:49,860 --> 00:20:52,670 that increased volume that's happening 652 00:20:52,670 --> 00:20:55,110 in so many industries, right? 653 00:20:55,300 --> 00:20:57,460 Those with cloud solutions there 654 00:20:57,460 --> 00:20:59,150 were still challenges. There were 655 00:20:59,150 --> 00:21:02,180 still challenges with bandwidth, with 656 00:21:02,370 --> 00:21:05,070 whether agents had laptops, equipping 657 00:21:05,070 --> 00:21:07,140 them with that. But those 658 00:21:07,650 --> 00:21:13,940 challenges block less progress than 659 00:21:14,020 --> 00:21:15,190 having to send an agent 660 00:21:15,190 --> 00:21:17,440 home with a phone and 661 00:21:17,560 --> 00:21:20,440 a firewall and a server. 662 00:21:20,710 --> 00:21:21,770 And that's what often would 663 00:21:21,770 --> 00:21:22,880 happen with a premises based 664 00:21:22,880 --> 00:21:26,010 solution. The personalization of services, 665 00:21:26,380 --> 00:21:28,380 I think it's a topic 666 00:21:28,380 --> 00:21:31,130 that Genesys in 2020 is 667 00:21:31,130 --> 00:21:33,080 putting a bigger focus on, 668 00:21:33,390 --> 00:21:34,910 and again, was doing that 669 00:21:34,990 --> 00:21:37,010 pre- COVID. I think post- 670 00:21:37,040 --> 00:21:39,190 COVID, it becomes more important 671 00:21:39,530 --> 00:21:41,770 because as Barbara talked about, 672 00:21:42,050 --> 00:21:44,130 we need to be providing 673 00:21:44,230 --> 00:21:47,280 empathy even more than ever. 674 00:21:47,470 --> 00:21:48,430 When people get on the 675 00:21:48,430 --> 00:21:50,190 phone, we have to be 676 00:21:50,190 --> 00:21:52,000 able to ask them how 677 00:21:52,000 --> 00:21:53,650 they're doing. We need the 678 00:21:53,650 --> 00:21:56,020 extra time. We need agents 679 00:21:56,020 --> 00:21:58,600 who are trained to know 680 00:21:58,600 --> 00:21:59,890 that. We need agents who 681 00:21:59,890 --> 00:22:03,380 aren't being held to performance 682 00:22:03,380 --> 00:22:07,130 standards about key performance indicators 683 00:22:07,370 --> 00:22:08,960 that are perhaps less important 684 00:22:08,960 --> 00:22:10,890 now. So I think that personalization of 685 00:22:10,890 --> 00:22:12,360 services is another one of 686 00:22:12,370 --> 00:22:14,830 those things where it's rising 687 00:22:14,830 --> 00:22:16,510 in importance, but we also 688 00:22:16,510 --> 00:22:17,760 need the systems in place 689 00:22:17,760 --> 00:22:18,750 that are going to allow 690 00:22:18,750 --> 00:22:21,180 that to happen. So it's 691 00:22:21,180 --> 00:22:22,370 interesting to take a look 692 00:22:22,370 --> 00:22:23,220 at what was happening right 693 00:22:23,220 --> 00:22:25,380 before, but also to understand 694 00:22:25,380 --> 00:22:27,160 the impact that this has 695 00:22:27,160 --> 00:22:28,850 had on how we all 696 00:22:28,850 --> 00:22:30,170 deliver service. And I'm going 697 00:22:31,050 --> 00:22:31,840 to turn it back to 698 00:22:31,840 --> 00:22:34,170 Barbara now. Thank you, Sheila. 699 00:22:34,730 --> 00:22:36,820 And I think that definitely the 700 00:22:37,610 --> 00:22:38,850 insights that you provided us 701 00:22:38,850 --> 00:22:40,940 are right on point. I 702 00:22:40,940 --> 00:22:41,680 want to go back to 703 00:22:41,680 --> 00:22:43,490 some of this key elements, 704 00:22:43,490 --> 00:22:44,610 but first to your point, 705 00:22:44,900 --> 00:22:46,480 let's take maybe one step 706 00:22:46,480 --> 00:22:47,650 back and to level set 707 00:22:47,650 --> 00:22:49,640 and provide context. To start 708 00:22:49,640 --> 00:22:50,540 our Q& A session I 709 00:22:50,540 --> 00:22:51,860 would like to go to 710 00:22:51,860 --> 00:22:54,010 both Paul and Colin, and maybe 711 00:22:54,010 --> 00:22:55,180 Paul I'll start with you, 712 00:22:55,600 --> 00:22:56,530 and then Colin can provide 713 00:22:56,530 --> 00:22:58,100 some additional input. But the 714 00:22:58,100 --> 00:22:59,690 first question would be, can 715 00:22:59,690 --> 00:23:01,190 you give our audience the 716 00:23:01,190 --> 00:23:03,010 firsthand account of the main 717 00:23:03,240 --> 00:23:04,630 changes that your agents have 718 00:23:04,630 --> 00:23:06,300 experienced due to this crisis? 719 00:23:06,360 --> 00:23:07,390 I mean, are they all 720 00:23:07,390 --> 00:23:09,070 working from home? How was the 721 00:23:09,140 --> 00:23:11,230 transition and how are supervisors 722 00:23:11,290 --> 00:23:12,710 adapting to it? Paul, let's 723 00:23:12,710 --> 00:23:14,710 start with you. Yeah, definitely. 724 00:23:15,230 --> 00:23:17,890 So despite some slight differences 725 00:23:17,890 --> 00:23:19,500 in state government guidelines for 726 00:23:19,500 --> 00:23:21,830 COVID response, eFinancial chose to 727 00:23:21,830 --> 00:23:23,190 enable working from home for 728 00:23:23,190 --> 00:23:24,590 all of our agents and employees 729 00:23:24,650 --> 00:23:25,940 at the same time. We 730 00:23:25,940 --> 00:23:26,960 actually did a full cut 731 00:23:26,960 --> 00:23:28,630 over to Genesys cloud on 732 00:23:28,630 --> 00:23:31,080 March 27th which turns out 733 00:23:31,190 --> 00:23:32,130 to be about three weeks 734 00:23:32,130 --> 00:23:33,540 earlier than we had originally 735 00:23:33,540 --> 00:23:35,140 designed. So it was a little abrupt 736 00:23:35,140 --> 00:23:36,650 in training, abrupt in that 737 00:23:36,650 --> 00:23:38,000 day to day coaching piece 738 00:23:38,300 --> 00:23:39,750 and really abrupt for our 739 00:23:39,750 --> 00:23:40,840 internal help desk because they 740 00:23:40,840 --> 00:23:42,010 kind of scrambled to support 741 00:23:42,010 --> 00:23:46,250 that. Right. Colin maybe the 742 00:23:46,250 --> 00:23:47,790 same question for you, what was 743 00:23:48,420 --> 00:23:49,730 the changes for your agents and 744 00:23:50,300 --> 00:23:51,330 are they working from home? 745 00:23:51,330 --> 00:23:52,260 How are they adapting to 746 00:23:52,260 --> 00:23:54,810 it? Yes. I think that in 747 00:23:54,810 --> 00:23:56,450 the South African context we've 748 00:23:56,450 --> 00:23:57,450 had a full shutdown, so 749 00:23:57,450 --> 00:23:58,810 it's basically, you will stay 750 00:23:58,810 --> 00:24:00,830 inside your property and only 751 00:24:00,830 --> 00:24:02,020 go out for essential services. 752 00:24:02,020 --> 00:24:03,650 So it was quite apparent 753 00:24:03,820 --> 00:24:04,350 to us that this was 754 00:24:04,350 --> 00:24:05,510 going to impact the call center at 755 00:24:05,510 --> 00:24:07,320 large. But also from an 756 00:24:07,320 --> 00:24:09,920 economic standpoint, our customers. So 757 00:24:09,920 --> 00:24:11,840 we did initiate remote work for 758 00:24:12,290 --> 00:24:14,370 our customer care agents and 759 00:24:14,370 --> 00:24:15,940 a portion of our collections agents. 760 00:24:16,990 --> 00:24:18,590 And, again, those people servicing 761 00:24:18,590 --> 00:24:20,860 our insurance portfolio but everything 762 00:24:20,860 --> 00:24:22,180 to do with outbound selling 763 00:24:22,380 --> 00:24:23,410 cease to exist, we just 764 00:24:23,410 --> 00:24:25,420 stopped altogether. I think that 765 00:24:26,890 --> 00:24:28,290 the common themes that we 766 00:24:28,290 --> 00:24:29,760 saw coming through was people 767 00:24:29,800 --> 00:24:31,170 really wanting to know, how do 768 00:24:31,170 --> 00:24:32,040 I actually pay, how do 769 00:24:32,040 --> 00:24:33,100 I keep in good standing? 770 00:24:33,100 --> 00:24:34,500 How do I get orders 771 00:24:34,500 --> 00:24:38,110 that were previously ordered before 772 00:24:38,110 --> 00:24:40,410 the lockdown and what might happen to 773 00:24:40,410 --> 00:24:41,950 those in the lockdown? So 774 00:24:42,220 --> 00:24:42,960 we took the call to 775 00:24:42,960 --> 00:24:44,460 really just let the outbound 776 00:24:44,460 --> 00:24:46,260 agents be purely customer care 777 00:24:46,260 --> 00:24:49,180 agents. And what's been great 778 00:24:49,180 --> 00:24:51,090 is that they have actually risen to the 779 00:24:51,090 --> 00:24:53,080 challenge. They have been connectivity 780 00:24:53,080 --> 00:24:54,450 issues because not everybody in 781 00:24:54,450 --> 00:24:55,500 South Africa has access to 782 00:24:55,500 --> 00:24:57,200 WiFi. So we're all relying on 783 00:24:57,380 --> 00:25:00,810 3G. But the remote workers, I 784 00:25:00,810 --> 00:25:01,420 think a lot of them are actually saying 785 00:25:01,940 --> 00:25:03,390 they're more busy than they thought they 786 00:25:03,390 --> 00:25:04,550 would be. And there's a 787 00:25:04,550 --> 00:25:05,620 lot of transparency through the 788 00:25:05,620 --> 00:25:06,910 Genesys system as well. So 789 00:25:07,250 --> 00:25:08,260 we don't need to necessarily 790 00:25:08,260 --> 00:25:09,210 please them. They know that 791 00:25:09,550 --> 00:25:10,730 they've got presence, they know that 792 00:25:10,730 --> 00:25:11,590 they've got the tools that 793 00:25:11,620 --> 00:25:13,060 they need. So it's been a 794 00:25:13,310 --> 00:25:14,420 pretty good transition for us. 795 00:25:15,960 --> 00:25:16,650 And I think that that 796 00:25:16,650 --> 00:25:19,160 speaks perfectly on the empathy 797 00:25:19,410 --> 00:25:21,560 topic because you guys were right 798 00:25:21,560 --> 00:25:22,960 on top of what's really 799 00:25:22,960 --> 00:25:24,610 in your customer's minds and 800 00:25:24,870 --> 00:25:26,020 what's really important for them right 801 00:25:26,020 --> 00:25:28,160 now and adapted to respond 802 00:25:28,160 --> 00:25:29,580 to that. So that is fabulous. 803 00:25:29,750 --> 00:25:31,330 Now, again, to both of 804 00:25:31,330 --> 00:25:33,210 you can you also provide 805 00:25:33,210 --> 00:25:35,490 some additional context on how is the crisis 806 00:25:35,530 --> 00:25:36,730 affected your business. And Colin 807 00:25:36,730 --> 00:25:39,160 you talked a little bit about that, but maybe give 808 00:25:39,160 --> 00:25:40,740 us a little bit more 809 00:25:40,740 --> 00:25:42,840 context on how's the customer 810 00:25:43,160 --> 00:25:45,750 experience? Has it been disrupted? What are the steps 811 00:25:46,040 --> 00:25:47,290 that you're taking to mitigate 812 00:25:47,290 --> 00:25:49,830 not all after that, but 813 00:25:50,080 --> 00:25:53,410 Colin, you want to give some context on that? Yeah, sure. 814 00:25:53,410 --> 00:25:56,340 So I mean, the lockdown meant that 815 00:25:56,340 --> 00:25:58,470 all 1200 of our stores closed 816 00:25:59,270 --> 00:26:00,250 and. It became quite apparent 817 00:26:00,250 --> 00:26:01,410 quite quickly just how dependent 818 00:26:01,650 --> 00:26:03,130 we were on that last 819 00:26:03,130 --> 00:26:04,270 mile of the store in 820 00:26:04,270 --> 00:26:07,020 terms of customer payments, eCommerce 821 00:26:07,020 --> 00:26:09,340 click and collect. So quite 822 00:26:09,340 --> 00:26:11,240 quickly from a digital perspective, 823 00:26:11,240 --> 00:26:12,460 we had to move very 824 00:26:12,460 --> 00:26:13,540 fast in terms of giving 825 00:26:13,540 --> 00:26:17,410 people additional payment options even 826 00:26:17,410 --> 00:26:18,360 going down to the level of 827 00:26:21,100 --> 00:26:22,190 old good USSD. And again, 828 00:26:22,270 --> 00:26:23,400 driving a lot of digital 829 00:26:23,400 --> 00:26:25,630 communication through our app and 830 00:26:25,630 --> 00:26:27,500 through our online channels. So there was 831 00:26:28,200 --> 00:26:29,030 a bit of a disruption 832 00:26:29,030 --> 00:26:29,980 because we didn't have as 833 00:26:29,980 --> 00:26:31,160 many call center agents as 834 00:26:31,160 --> 00:26:32,010 we'd like to have had 835 00:26:32,200 --> 00:26:33,320 working remotely. So a lot 836 00:26:33,320 --> 00:26:34,850 of that moved towards traditional 837 00:26:35,160 --> 00:26:37,590 email and chat channels. So 838 00:26:37,700 --> 00:26:39,180 customers finding and got frustrated, 839 00:26:39,180 --> 00:26:40,720 but we've come along quite 840 00:26:40,720 --> 00:26:41,700 quickly. I think that this is a 841 00:26:42,430 --> 00:26:44,390 accelerated a lot more the the 842 00:26:44,390 --> 00:26:45,970 digital discussions that we needed 843 00:26:46,070 --> 00:26:47,930 to have. And we're going to go back to 844 00:26:48,620 --> 00:26:49,610 that topic in a minute, 845 00:26:49,610 --> 00:26:51,220 but Paul, same question for 846 00:26:51,220 --> 00:26:52,100 you, how has the business 847 00:26:52,100 --> 00:26:53,270 been effective for you guys 848 00:26:53,270 --> 00:26:55,960 and disruption and customer experience 849 00:26:56,020 --> 00:26:56,990 and how are you mitigating 850 00:26:56,990 --> 00:27:00,530 it? Well, since we're entirely 851 00:27:00,530 --> 00:27:01,960 call center based. The good 852 00:27:01,960 --> 00:27:02,950 news is as long as 853 00:27:02,950 --> 00:27:03,510 we were able to keep 854 00:27:03,510 --> 00:27:04,570 our agents on the phones, 855 00:27:04,570 --> 00:27:05,850 our customer experience was not 856 00:27:06,020 --> 00:27:07,410 disrupted at all, which is 857 00:27:07,410 --> 00:27:09,120 important in our industry because 858 00:27:09,370 --> 00:27:10,850 consumer demand is rising for 859 00:27:10,850 --> 00:27:13,110 us. Anytime there's an event 860 00:27:13,140 --> 00:27:14,920 that reminds people of the critical 861 00:27:14,920 --> 00:27:16,810 importance of financially supporting loved 862 00:27:16,940 --> 00:27:18,120 ones, we see an increased 863 00:27:18,120 --> 00:27:19,890 demand for life insurance. So it 864 00:27:20,050 --> 00:27:21,640 was imperative that our agents 865 00:27:21,640 --> 00:27:22,990 were still available to serve 866 00:27:22,990 --> 00:27:24,520 customers at times they need 867 00:27:24,520 --> 00:27:26,390 us the most. Similar to 868 00:27:26,390 --> 00:27:29,230 Colin, not only did we increase 869 00:27:29,230 --> 00:27:31,400 our availability online or on 870 00:27:31,400 --> 00:27:32,530 the phone, but we've also 871 00:27:32,690 --> 00:27:33,930 started to provide more digital 872 00:27:33,930 --> 00:27:35,710 offering and direct customers there 873 00:27:35,710 --> 00:27:37,410 so that they can react in 874 00:27:37,410 --> 00:27:38,810 a way that isn't the face to face 875 00:27:38,810 --> 00:27:42,130 type of environment. Okay, great. 876 00:27:42,440 --> 00:27:43,380 Now we would also like 877 00:27:43,380 --> 00:27:44,450 to hear from the audience, 878 00:27:44,450 --> 00:27:45,580 and so we do have 879 00:27:45,770 --> 00:27:47,670 a small poll question. So 880 00:27:47,670 --> 00:27:49,800 Josh could we push the 881 00:27:49,800 --> 00:27:51,090 poll question to our audience, 882 00:27:51,090 --> 00:27:54,660 please? Absolutely. They should see to on their 883 00:27:54,660 --> 00:27:56,760 screen now. There we go. 884 00:27:56,990 --> 00:27:57,920 So the question is, what 885 00:27:57,920 --> 00:27:59,650 percentage of your agents are 886 00:27:59,650 --> 00:28:00,870 working from home now? So is 887 00:28:00,870 --> 00:28:03,610 it like almost none to 888 00:28:04,400 --> 00:28:07,000 somewhere like 25%. Is between 889 00:28:07,000 --> 00:28:09,430 25 and 50. Is it the majority 890 00:28:09,430 --> 00:28:10,170 of them all the way, 891 00:28:10,260 --> 00:28:12,430 maybe around 85%, or is it all 892 00:28:12,450 --> 00:28:13,460 of them. We're really interested 893 00:28:13,460 --> 00:28:15,550 to hearing from you. And 894 00:28:15,550 --> 00:28:16,460 while we wait for our 895 00:28:16,460 --> 00:28:18,180 audience to answer the poll, 896 00:28:18,570 --> 00:28:21,260 Sheila, maybe this is really a 897 00:28:21,260 --> 00:28:22,810 global audience. And so I 898 00:28:22,810 --> 00:28:23,590 don't know about you, but 899 00:28:23,590 --> 00:28:25,060 my expectation would be that we're going to 900 00:28:25,060 --> 00:28:26,570 see a mix maybe in 901 00:28:26,570 --> 00:28:27,590 the responses, but what's your 902 00:28:27,590 --> 00:28:29,750 take on this, given the 903 00:28:29,750 --> 00:28:33,100 global context of this. So 904 00:28:33,100 --> 00:28:34,160 to your point, I think 905 00:28:34,160 --> 00:28:36,540 in some industries we'll also 906 00:28:36,540 --> 00:28:38,180 going to see differences, right? 907 00:28:38,620 --> 00:28:40,010 The industries that are represented 908 00:28:40,010 --> 00:28:42,570 by our customers here were 909 00:28:42,640 --> 00:28:44,360 so important that they needed 910 00:28:44,360 --> 00:28:45,630 to get as many agents 911 00:28:45,630 --> 00:28:47,730 as they could capable to 912 00:28:47,730 --> 00:28:49,170 work from home. I think 913 00:28:49,170 --> 00:28:51,010 in some businesses, if the 914 00:28:51,010 --> 00:28:53,080 business had to shut down, 915 00:28:53,880 --> 00:28:55,750 let's say a clothing store, 916 00:28:55,970 --> 00:28:58,890 right. That might have a 917 00:28:58,890 --> 00:29:00,960 lot of agents taking orders, 918 00:29:01,080 --> 00:29:02,380 but didn't need to do 919 00:29:02,380 --> 00:29:03,840 customer service the same way 920 00:29:03,840 --> 00:29:05,590 with the stores closed. So 921 00:29:05,590 --> 00:29:07,690 I think we're going to see a proportion of 922 00:29:07,690 --> 00:29:10,320 the people responding saying only 923 00:29:10,320 --> 00:29:12,040 zero to 25% because we 924 00:29:12,040 --> 00:29:13,850 have a skeleton kind of 925 00:29:13,850 --> 00:29:15,070 a staff. But we're going 926 00:29:15,190 --> 00:29:16,910 to see some like Colin 927 00:29:16,910 --> 00:29:19,090 and Paul's companies where everybody 928 00:29:19,200 --> 00:29:20,580 is home. But if I 929 00:29:20,580 --> 00:29:21,930 had to say which one 930 00:29:21,930 --> 00:29:22,420 I think is going to 931 00:29:22,420 --> 00:29:24,830 have the highest percentage, I 932 00:29:24,830 --> 00:29:25,930 think it's going to be 933 00:29:25,930 --> 00:29:28,010 the 50% to 85% that 934 00:29:28,010 --> 00:29:29,420 most of the people have 935 00:29:29,420 --> 00:29:30,250 sent most of their agents 936 00:29:30,350 --> 00:29:31,940 home. Let's see if I'm 937 00:29:31,940 --> 00:29:33,590 right. That's kind of what 938 00:29:33,590 --> 00:29:35,160 I was thinking too. But so 939 00:29:35,160 --> 00:29:35,970 Josh, can we see the 940 00:29:35,970 --> 00:29:37,240 results maybe to see if 941 00:29:38,900 --> 00:29:40,730 we're right. Oh, look at 942 00:29:40,730 --> 00:29:42,920 that. It's very close, but 943 00:29:42,920 --> 00:29:45,140 in all of them is 944 00:29:45,850 --> 00:29:48,900 very high, which is a 945 00:29:48,900 --> 00:29:52,910 little bit surprising. Well, great. 946 00:29:52,910 --> 00:29:54,900 Thank you everybody for participating 947 00:29:54,900 --> 00:29:55,990 on this. So let's just 948 00:29:55,990 --> 00:30:04,360 stay on... And maybe talk 949 00:30:04,360 --> 00:30:05,520 a little about, obviously everybody 950 00:30:05,520 --> 00:30:07,250 knows that they embrace it in the circumstances 951 00:30:07,390 --> 00:30:08,090 of this pandemic, as I 952 00:30:08,090 --> 00:30:10,190 said at the beginning, but how 953 00:30:10,190 --> 00:30:12,730 did eFinancial apply or really 954 00:30:12,730 --> 00:30:15,090 adapt the business continually plan 955 00:30:15,090 --> 00:30:16,710 to respond to this crisis? 956 00:30:18,050 --> 00:30:20,860 Yeah, so eFinancial like most 957 00:30:20,860 --> 00:30:22,130 businesses, we had a business 958 00:30:22,130 --> 00:30:24,080 continuity plan in place. But it 959 00:30:24,280 --> 00:30:25,440 was focused on our individual 960 00:30:25,440 --> 00:30:27,380 offices. As I mentioned before, 961 00:30:27,380 --> 00:30:28,350 we have call centers in 962 00:30:28,350 --> 00:30:29,900 three different States. So our 963 00:30:29,900 --> 00:30:31,470 plans were more focused on 964 00:30:31,470 --> 00:30:32,810 how to respond if one 965 00:30:32,810 --> 00:30:33,850 of those opposites had to 966 00:30:33,850 --> 00:30:35,350 close for a snow storm 967 00:30:35,350 --> 00:30:36,290 or a power outage or 968 00:30:36,290 --> 00:30:38,430 natural disaster. Or what happens 969 00:30:38,430 --> 00:30:39,130 at one of our data 970 00:30:39,130 --> 00:30:40,850 center goes down. I'll be 971 00:30:40,850 --> 00:30:42,380 honest a full- scale work 972 00:30:42,380 --> 00:30:43,680 from home across all of 973 00:30:43,680 --> 00:30:45,140 our locations was never really 974 00:30:45,140 --> 00:30:47,730 part of the plan. Fortunately, 975 00:30:47,760 --> 00:30:49,050 we were already underway with 976 00:30:49,050 --> 00:30:50,570 a migration from pure connect 977 00:30:50,570 --> 00:30:52,450 on premises to Genesys cloud. And that was a 978 00:30:53,160 --> 00:30:54,370 strategic decision that we made 979 00:30:54,380 --> 00:30:56,130 last year to increase uptime 980 00:30:56,130 --> 00:30:57,260 and allow us to scale 981 00:30:57,260 --> 00:30:59,010 as a company. But we 982 00:30:59,010 --> 00:31:00,300 have that plan launch for 983 00:31:00,300 --> 00:31:02,360 April 30th to begin a 984 00:31:02,360 --> 00:31:03,950 phased approach versus a cut 985 00:31:03,950 --> 00:31:06,630 over launch. This was sped 986 00:31:06,630 --> 00:31:08,440 up due to COVID. And 987 00:31:08,440 --> 00:31:09,380 we actually had about three 988 00:31:09,380 --> 00:31:10,900 weeks to prepare and do a 989 00:31:10,900 --> 00:31:12,480 full cut order for 100% 990 00:31:12,500 --> 00:31:13,770 for a sales and operation 991 00:31:13,770 --> 00:31:17,720 staff. Which thankfully was largely 992 00:31:17,720 --> 00:31:19,760 successful. As far as business 993 00:31:19,760 --> 00:31:21,330 continuity, we now have passports 994 00:31:21,330 --> 00:31:22,260 in place and we're going 995 00:31:22,260 --> 00:31:23,690 to revisit that plan and we're going 996 00:31:24,020 --> 00:31:25,570 to update it to reflect 997 00:31:25,570 --> 00:31:27,700 the new remote workforce capabilities 998 00:31:27,700 --> 00:31:28,900 that we've discovered with Genesys 999 00:31:28,900 --> 00:31:32,450 cloud. Right. So that takes 1000 00:31:32,450 --> 00:31:34,510 me back to the point 1001 00:31:34,510 --> 00:31:36,820 that Sheila was making initially 1002 00:31:36,820 --> 00:31:38,360 on the war room or 1003 00:31:38,360 --> 00:31:40,560 the task force. So, Sheila, 1004 00:31:40,570 --> 00:31:41,430 can you elaborate a little 1005 00:31:41,430 --> 00:31:42,610 bit more on what you've 1006 00:31:42,610 --> 00:31:44,110 seen from companies like eFinancial 1007 00:31:45,540 --> 00:31:46,840 that has actually implemented a war 1008 00:31:46,840 --> 00:31:48,920 room work task force versus 1009 00:31:48,920 --> 00:31:50,130 others that maybe have delayed 1010 00:31:50,130 --> 00:31:52,870 those decisions. How has that impacted 1011 00:31:52,870 --> 00:31:54,110 their ability to respond or 1012 00:31:54,110 --> 00:31:55,730 be effective in terms of customer 1013 00:31:55,790 --> 00:31:57,320 support or customer experience in 1014 00:31:57,320 --> 00:32:04,530 your view? Sheila I think 1015 00:32:05,010 --> 00:32:05,890 you may be on mute 1016 00:32:05,890 --> 00:32:07,610 because I can't hear you, 1017 00:32:07,650 --> 00:32:10,920 just making sure it's not 1018 00:32:10,920 --> 00:32:13,800 just me. Thank you very 1019 00:32:13,800 --> 00:32:15,670 much, Barbara. It takes a 1020 00:32:15,670 --> 00:32:19,550 village. I would argue with 1021 00:32:19,550 --> 00:32:21,980 that smaller firms, smaller than 1022 00:32:21,980 --> 00:32:24,400 eFinancials, smaller than Mr Price 1023 00:32:25,340 --> 00:32:27,560 with tens of employees, instead 1024 00:32:27,560 --> 00:32:29,580 of hundreds of employees would 1025 00:32:29,610 --> 00:32:32,130 similarly benefit from a war 1026 00:32:32,130 --> 00:32:34,810 room approach. I've seen smaller 1027 00:32:34,810 --> 00:32:36,750 firms that are bringing together 1028 00:32:36,750 --> 00:32:39,660 senior management to make decisions 1029 00:32:39,660 --> 00:32:40,740 that are going to impact 1030 00:32:41,160 --> 00:32:44,220 every employee, every customer, and 1031 00:32:44,220 --> 00:32:45,890 often without the benefit of 1032 00:32:45,890 --> 00:32:47,700 that voice of the customer 1033 00:32:48,000 --> 00:32:49,270 that we hear that we 1034 00:32:49,270 --> 00:32:51,530 see coming in through the contact 1035 00:32:52,000 --> 00:32:53,400 center. So I think the 1036 00:32:53,400 --> 00:32:55,850 CEO's and CFO's of the world 1037 00:32:56,510 --> 00:32:58,030 who are making the final 1038 00:32:58,030 --> 00:33:01,070 decisions, obviously. But as Kraemer, 1039 00:33:01,070 --> 00:33:02,710 the professor at Kellogg pointed 1040 00:33:02,710 --> 00:33:04,280 out, I think the best 1041 00:33:04,280 --> 00:33:05,530 decisions would be made with 1042 00:33:05,530 --> 00:33:07,900 the best information. And sometimes 1043 00:33:07,900 --> 00:33:09,290 we in the contact center 1044 00:33:09,500 --> 00:33:12,180 as the conduit between executive 1045 00:33:12,180 --> 00:33:15,510 management and the customers could 1046 00:33:15,510 --> 00:33:17,070 be a useful part of 1047 00:33:17,350 --> 00:33:18,880 a war room approach, or 1048 00:33:18,880 --> 00:33:21,350 at least a task force 1049 00:33:21,480 --> 00:33:23,440 type approach, as opposed to 1050 00:33:23,440 --> 00:33:25,020 just a bunch of execs 1051 00:33:25,380 --> 00:33:28,260 making their decisions. Yeah. And 1052 00:33:29,540 --> 00:33:30,910 I'll just make this comment 1053 00:33:30,910 --> 00:33:32,750 on the Genesys side. I got 1054 00:33:32,920 --> 00:33:34,590 to say similar to what 1055 00:33:34,800 --> 00:33:36,550 Paul was saying before. Genesys 1056 00:33:36,550 --> 00:33:39,140 implemented very quickly a taskforce 1057 00:33:39,390 --> 00:33:40,540 as well. So that was 1058 00:33:41,300 --> 00:33:42,420 an initiative from our CEO, 1059 00:33:42,420 --> 00:33:44,050 Tony Bates and his leadership 1060 00:33:44,520 --> 00:33:46,410 and with constant communication and 1061 00:33:46,430 --> 00:33:48,070 a lot of transparency and 1062 00:33:48,070 --> 00:33:49,280 very quickly shutting down our 1063 00:33:49,280 --> 00:33:50,340 offices and making sure that 1064 00:33:50,340 --> 00:33:51,550 everybody was okay and working 1065 00:33:51,550 --> 00:33:53,470 from home and staying safe. 1066 00:33:53,470 --> 00:33:53,950 And I got to say 1067 00:33:53,950 --> 00:33:55,210 that made a huge difference 1068 00:33:55,220 --> 00:33:56,280 in our preparedness and our 1069 00:33:56,280 --> 00:33:58,440 readiness to not only continue 1070 00:33:58,440 --> 00:33:59,560 our business, but also be 1071 00:33:59,560 --> 00:34:01,510 here for our customers, which is 1072 00:34:01,630 --> 00:34:04,410 really what our mission is. 1073 00:34:04,970 --> 00:34:07,290 So now Colin, let me 1074 00:34:07,290 --> 00:34:08,620 go back to you and this is actually interesting because 1075 00:34:08,620 --> 00:34:11,780 in the briefing that we had with you 1076 00:34:11,780 --> 00:34:13,530 before the webinar, you shared a 1077 00:34:13,530 --> 00:34:14,630 quote that I thought it 1078 00:34:14,780 --> 00:34:16,420 was fascinating. And you said, 1079 00:34:17,070 --> 00:34:18,770 who pushed digital transformation in 1080 00:34:18,770 --> 00:34:20,530 your company. Was is it the CEO, 1081 00:34:20,990 --> 00:34:23,370 the CIO, or COVID- 19? 1082 00:34:23,370 --> 00:34:25,280 And I actually thinks got 1083 00:34:25,280 --> 00:34:27,820 funny, but the companies traditionally 1084 00:34:28,330 --> 00:34:30,980 pursued digital transformation to create 1085 00:34:30,980 --> 00:34:32,550 efficiencies or increase revenue or 1086 00:34:32,550 --> 00:34:34,040 reduce churn, or even to 1087 00:34:34,040 --> 00:34:35,380 penetrate a new market segment 1088 00:34:35,380 --> 00:34:37,570 or establishing a competitive differentiation. 1089 00:34:38,080 --> 00:34:39,500 But now in this new 1090 00:34:39,500 --> 00:34:41,570 normal that we're living is 1091 00:34:41,570 --> 00:34:43,950 business continually an additional critical 1092 00:34:43,950 --> 00:34:45,530 driver for digital transformation in 1093 00:34:45,530 --> 00:34:49,340 your opinion? Yes, absolutely. And 1094 00:34:49,490 --> 00:34:50,530 I'm so glad that Sheila 1095 00:34:50,530 --> 00:34:51,930 actually mentioned the voice of 1096 00:34:51,930 --> 00:34:53,090 the customer, because I think 1097 00:34:53,090 --> 00:34:55,550 that the digital transformation journey... 1098 00:34:55,780 --> 00:34:56,800 Look, first and foremost, you need 1099 00:34:56,800 --> 00:34:58,240 to be on one. Otherwise 1100 00:34:58,240 --> 00:34:59,010 you're going to have trouble 1101 00:34:59,050 --> 00:35:00,890 in the short term. But 1102 00:35:00,890 --> 00:35:01,890 it's starting to accelerate the 1103 00:35:01,890 --> 00:35:03,450 different type of conversation because I 1104 00:35:03,450 --> 00:35:05,280 think your roadmap was going 1105 00:35:05,280 --> 00:35:06,660 one direction. But now through 1106 00:35:06,660 --> 00:35:07,760 listening to voice of customer 1107 00:35:07,760 --> 00:35:09,720 and necessity you will be 1108 00:35:09,720 --> 00:35:11,460 changing that. So we'll be looking a 1109 00:35:11,460 --> 00:35:13,330 lot more at stuff like 1110 00:35:13,400 --> 00:35:15,940 customer self- help stuff like 1111 00:35:15,940 --> 00:35:17,150 where your Genesys platform can 1112 00:35:17,150 --> 00:35:18,560 bring all communications types into 1113 00:35:18,560 --> 00:35:19,810 one space where we can 1114 00:35:19,810 --> 00:35:20,630 actually make sense of that 1115 00:35:20,630 --> 00:35:22,620 data and actually start delivering 1116 00:35:22,620 --> 00:35:23,860 on what customers want. Because 1117 00:35:23,860 --> 00:35:25,190 I think if you had 1118 00:35:25,190 --> 00:35:26,120 a tough market that you're 1119 00:35:26,120 --> 00:35:27,880 in before, it's going to get even tougher 1120 00:35:27,880 --> 00:35:28,920 now, as people feel this 1121 00:35:28,920 --> 00:35:31,040 economic push. So yes, absolutely 1122 00:35:31,290 --> 00:35:32,130 it will accelerate. But I 1123 00:35:32,130 --> 00:35:33,290 think that if we clever 1124 00:35:33,430 --> 00:35:34,300 and we manage that data 1125 00:35:34,300 --> 00:35:36,330 properly, we'll be accelerating the 1126 00:35:36,330 --> 00:35:37,470 right things in the digital 1127 00:35:37,500 --> 00:35:40,950 space. Right. So Sheila I 1128 00:35:41,190 --> 00:35:41,950 wanted to go back to 1129 00:35:41,950 --> 00:35:44,180 that slide that you had 1130 00:35:44,180 --> 00:35:46,070 with a study that talks 1131 00:35:46,070 --> 00:35:48,370 about... You highlighted digital transformation 1132 00:35:48,370 --> 00:35:49,170 as one of the top 1133 00:35:49,500 --> 00:35:51,690 technology priorities for CX, but 1134 00:35:51,720 --> 00:35:53,980 also and I like how you 1135 00:35:53,980 --> 00:35:57,280 highlighted personalization of services and 1136 00:35:57,280 --> 00:35:58,970 cloud solutions. So do you 1137 00:35:58,970 --> 00:36:00,410 see a critical connection between 1138 00:36:00,410 --> 00:36:02,090 the cloud, as an enabler 1139 00:36:02,090 --> 00:36:03,780 to provide agility and flexibility 1140 00:36:04,070 --> 00:36:05,240 for companies to implement new 1141 00:36:05,380 --> 00:36:07,500 digital channels and deliver personalized 1142 00:36:07,500 --> 00:36:10,960 experiences? So it's interesting just 1143 00:36:10,960 --> 00:36:13,220 today and probably later today, 1144 00:36:13,540 --> 00:36:14,600 a new article that I 1145 00:36:14,600 --> 00:36:15,800 wrote for No Jitter is 1146 00:36:15,800 --> 00:36:17,530 going to post, and it's 1147 00:36:17,570 --> 00:36:21,040 called Google Contact Center AI 1148 00:36:21,710 --> 00:36:24,230 Tackles the Unemployment Problem in 1149 00:36:24,230 --> 00:36:26,490 the United States. So here 1150 00:36:26,490 --> 00:36:28,840 in the United States, state 1151 00:36:28,990 --> 00:36:30,710 websites have been going down 1152 00:36:30,710 --> 00:36:31,970 because of so much traffic. 1153 00:36:32,850 --> 00:36:35,520 State contact centers are blocking 1154 00:36:35,520 --> 00:36:36,970 calls because they just don't 1155 00:36:36,970 --> 00:36:39,070 even have enough circuits. Right. 1156 00:36:39,900 --> 00:36:40,670 So one of the things 1157 00:36:40,670 --> 00:36:42,840 that Google working with some 1158 00:36:42,840 --> 00:36:44,340 of their partners like Genesys 1159 00:36:44,710 --> 00:36:46,120 has been doing is helping 1160 00:36:46,120 --> 00:36:49,490 the States bring on some 1161 00:36:49,490 --> 00:36:52,300 early box onto the websites. 1162 00:36:52,640 --> 00:36:55,040 Okay. So the websites are 1163 00:36:55,040 --> 00:36:56,880 clearly cloud driven because the 1164 00:36:56,880 --> 00:36:58,370 web is based on the internet. 1165 00:36:59,290 --> 00:37:00,810 And for these States and 1166 00:37:00,810 --> 00:37:03,240 it includes Illinois, New York 1167 00:37:03,350 --> 00:37:05,300 and Oklahoma. They've been able 1168 00:37:05,300 --> 00:37:09,270 to quickly get box up 1169 00:37:09,270 --> 00:37:10,300 and running on the website 1170 00:37:10,950 --> 00:37:12,480 to try to deflect some 1171 00:37:12,480 --> 00:37:14,130 of the simple questions so 1172 00:37:14,130 --> 00:37:15,780 that the more difficult questions 1173 00:37:15,780 --> 00:37:17,160 can go to the agents 1174 00:37:17,410 --> 00:37:19,040 and the agents aren't overwhelmed 1175 00:37:20,750 --> 00:37:21,890 with simple questions that could 1176 00:37:21,890 --> 00:37:23,190 be answered in other ways. 1177 00:37:23,930 --> 00:37:24,740 But one of the points 1178 00:37:24,740 --> 00:37:26,440 that was made by Antony 1179 00:37:26,440 --> 00:37:28,170 Passemard, from Google when he 1180 00:37:28,170 --> 00:37:29,990 and I spoke was that 1181 00:37:30,980 --> 00:37:32,690 initially they could do web 1182 00:37:32,690 --> 00:37:34,500 because some of these contact 1183 00:37:34,500 --> 00:37:35,860 centers in the States are 1184 00:37:35,860 --> 00:37:37,850 not cloud- based, right. And 1185 00:37:37,850 --> 00:37:39,640 so it's not easy to 1186 00:37:39,640 --> 00:37:42,100 connect what's happening on the 1187 00:37:42,100 --> 00:37:45,150 web to an agent. So 1188 00:37:45,150 --> 00:37:46,480 what if somebody is in 1189 00:37:46,480 --> 00:37:48,040 that bot and needs to 1190 00:37:48,040 --> 00:37:49,590 connect to a voice agent? 1191 00:37:49,920 --> 00:37:51,130 Well, in the short term, 1192 00:37:51,340 --> 00:37:52,630 they're not necessarily able to 1193 00:37:52,630 --> 00:37:54,410 do that, right. And the short 1194 00:37:54,410 --> 00:37:56,310 term, they're only able to 1195 00:37:56,310 --> 00:37:57,290 do the web based and 1196 00:37:57,290 --> 00:38:00,560 then say call. But imagine 1197 00:38:00,560 --> 00:38:02,160 a company that had already 1198 00:38:02,160 --> 00:38:03,630 moved to the cloud, right. 1199 00:38:03,840 --> 00:38:04,760 They would be able to 1200 00:38:04,760 --> 00:38:07,530 make that connection between artificial 1201 00:38:07,530 --> 00:38:10,390 intelligence bots and voice connections 1202 00:38:10,580 --> 00:38:12,920 much more easily. So there's 1203 00:38:12,920 --> 00:38:14,990 this notion that we need 1204 00:38:14,990 --> 00:38:17,130 more digital services. Some of 1205 00:38:17,130 --> 00:38:20,380 those we can supply, even 1206 00:38:20,380 --> 00:38:22,080 if the contact center is not 1207 00:38:22,150 --> 00:38:23,840 in the cloud yet, but 1208 00:38:23,840 --> 00:38:25,370 the vision should be to 1209 00:38:27,080 --> 00:38:27,790 the point that was made 1210 00:38:27,790 --> 00:38:28,970 earlier by Paul and Colin. 1211 00:38:29,540 --> 00:38:30,390 How do we get these 1212 00:38:30,390 --> 00:38:32,220 all working together? And the 1213 00:38:32,220 --> 00:38:33,420 way to do that is 1214 00:38:33,420 --> 00:38:34,080 for them all to be 1215 00:38:34,080 --> 00:38:35,110 in the cloud and able 1216 00:38:35,230 --> 00:38:37,930 share information and data on 1217 00:38:37,930 --> 00:38:40,880 a cloud basis. That is 1218 00:38:40,880 --> 00:38:41,970 such a great point. It 1219 00:38:41,970 --> 00:38:43,020 was just yesterday I was 1220 00:38:43,020 --> 00:38:44,210 having a conversation with one 1221 00:38:44,210 --> 00:38:45,950 of my colleagues in business 1222 00:38:45,950 --> 00:38:47,790 consulting, and we were talking 1223 00:38:47,790 --> 00:38:49,670 about how we may have 1224 00:38:49,670 --> 00:38:52,570 a preconceived perception that, but 1225 00:38:53,060 --> 00:38:54,930 go against empathy. But in 1226 00:38:55,340 --> 00:38:56,230 the context of what we're 1227 00:38:56,230 --> 00:38:57,930 living today as a consumer, 1228 00:38:58,210 --> 00:38:59,370 you want an answer, right? 1229 00:38:59,370 --> 00:39:01,500 So perhaps the most empathetic 1230 00:39:01,500 --> 00:39:03,260 way to really be there 1231 00:39:03,260 --> 00:39:04,650 for your customers could be 1232 00:39:04,690 --> 00:39:06,290 through a bot that it's 1233 00:39:06,290 --> 00:39:07,780 actually providing you the answer 1234 00:39:07,780 --> 00:39:08,750 that you're looking for, and you don't 1235 00:39:08,750 --> 00:39:09,880 need to wait for an agent to be 1236 00:39:09,880 --> 00:39:12,040 available. Right. And so to your 1237 00:39:12,040 --> 00:39:13,390 point, the cloud is actually 1238 00:39:13,390 --> 00:39:15,550 what's enabling the agility that 1239 00:39:15,550 --> 00:39:16,920 companies may have to work 1240 00:39:16,920 --> 00:39:19,080 with Google. And us or 1241 00:39:19,090 --> 00:39:20,250 others, but just to make 1242 00:39:20,250 --> 00:39:21,400 sure that you have that 1243 00:39:21,400 --> 00:39:23,190 ability to quickly adapt the 1244 00:39:23,190 --> 00:39:25,140 bot to whatever the priorities are 1245 00:39:25,140 --> 00:39:26,860 for your customer. So I 1246 00:39:26,860 --> 00:39:30,830 think that that is so fantastic. Now Paul, 1247 00:39:31,150 --> 00:39:32,080 I would like to now 1248 00:39:32,080 --> 00:39:33,970 switch gears back to the 1249 00:39:33,970 --> 00:39:35,400 impact on the workforce, right? 1250 00:39:35,400 --> 00:39:36,500 It is very important that we 1251 00:39:36,500 --> 00:39:38,260 talk about since we're talking about empathy 1252 00:39:38,560 --> 00:39:40,870 that we talk about our employees. So 1253 00:39:40,870 --> 00:39:42,590 the question for you has 1254 00:39:42,590 --> 00:39:43,930 this crisis and the fact 1255 00:39:43,930 --> 00:39:45,830 that your agents are working 1256 00:39:45,830 --> 00:39:47,240 from home, have been working 1257 00:39:47,240 --> 00:39:47,990 from home now for a 1258 00:39:47,990 --> 00:39:50,680 while. Has that affected the 1259 00:39:50,680 --> 00:39:52,160 productivity in your contact centers? 1260 00:39:54,280 --> 00:39:55,580 Well, anytime that you have 1261 00:39:55,580 --> 00:39:57,150 an accelerated launch of a 1262 00:39:57,150 --> 00:39:59,420 major new technology platform, you're 1263 00:39:59,420 --> 00:40:00,880 going to experience some bumps. 1264 00:40:01,800 --> 00:40:03,320 Initially our biggest issue was 1265 00:40:03,320 --> 00:40:05,010 the database issue. All our 1266 00:40:05,010 --> 00:40:06,570 operational reporting was built around 1267 00:40:06,570 --> 00:40:08,070 the on premise system. So 1268 00:40:08,070 --> 00:40:09,040 when the cut over happened 1269 00:40:09,040 --> 00:40:10,550 that produced some data blindness 1270 00:40:10,550 --> 00:40:11,500 that we had to work 1271 00:40:11,500 --> 00:40:13,520 very quickly to resolve. Now, 1272 00:40:13,520 --> 00:40:15,540 from a production standpoint, we 1273 00:40:15,700 --> 00:40:17,050 initially saw about a seven 1274 00:40:17,050 --> 00:40:18,700 day period in which production 1275 00:40:18,700 --> 00:40:20,270 levels were soft as agents 1276 00:40:20,270 --> 00:40:21,760 adjusted to the new platform 1277 00:40:21,760 --> 00:40:24,070 and working environment. However, we 1278 00:40:24,070 --> 00:40:26,360 rebounded very well. One thing 1279 00:40:26,360 --> 00:40:28,140 we noticed was greater availability 1280 00:40:28,140 --> 00:40:29,610 of agents working from home and 1281 00:40:29,840 --> 00:40:31,250 no commute. And if anyone's 1282 00:40:31,250 --> 00:40:32,440 familiar with the Seattle area 1283 00:40:32,440 --> 00:40:34,390 or the 405 that community 1284 00:40:34,590 --> 00:40:35,650 means at least an hour 1285 00:40:35,650 --> 00:40:37,420 or two each way. It 1286 00:40:37,420 --> 00:40:39,260 also meant ease of breaks, 1287 00:40:39,260 --> 00:40:40,970 the ability to be constantly 1288 00:40:40,970 --> 00:40:42,250 engaged. So we are actually 1289 00:40:42,250 --> 00:40:43,820 seeing the number of hours 1290 00:40:43,820 --> 00:40:46,300 agents spend on cue increase 1291 00:40:46,440 --> 00:40:47,300 compared to what we saw 1292 00:40:47,300 --> 00:40:49,240 in the office. So this increased 1293 00:40:49,680 --> 00:40:51,200 availability coupled with the heightened 1294 00:40:51,200 --> 00:40:53,390 demand for life insurance as 1295 00:40:53,390 --> 00:40:55,170 well as our unique position 1296 00:40:55,170 --> 00:40:56,420 in the market means that 1297 00:40:56,770 --> 00:40:58,210 April's actually turned into one of 1298 00:40:58,210 --> 00:40:59,530 our strongest sales months in 1299 00:40:59,530 --> 00:41:04,910 recent history. Wow. We've heard 1300 00:41:04,910 --> 00:41:06,770 that from multiple organizations, that 1301 00:41:07,120 --> 00:41:09,570 productivity is actually just going 1302 00:41:09,570 --> 00:41:10,970 up consistently. And I was 1303 00:41:11,080 --> 00:41:11,470 just going to say, it's 1304 00:41:11,470 --> 00:41:14,040 funny that you said the 405 and the commute 1305 00:41:14,040 --> 00:41:15,430 because I'm in the 305, which 1306 00:41:15,430 --> 00:41:17,830 is Miami. And I would like to 1307 00:41:17,830 --> 00:41:18,750 say to the community out 1308 00:41:18,850 --> 00:41:19,670 here, down here in Miami 1309 00:41:19,670 --> 00:41:20,920 is probably a lot worse, 1310 00:41:20,920 --> 00:41:22,030 although right now it's been 1311 00:41:22,470 --> 00:41:24,610 pretty good. But now let 1312 00:41:24,610 --> 00:41:25,640 me ask you on the 1313 00:41:25,640 --> 00:41:27,500 flip side though. Sheila talked 1314 00:41:27,500 --> 00:41:29,490 about the strategies that organizations 1315 00:41:29,490 --> 00:41:31,270 are taking to optimize the 1316 00:41:31,270 --> 00:41:33,830 workplace environment in the current situation and 1317 00:41:33,830 --> 00:41:35,840 into the future. And she 1318 00:41:35,840 --> 00:41:37,510 also highlighted some things that 1319 00:41:37,510 --> 00:41:38,990 are really, really critical right 1320 00:41:38,990 --> 00:41:40,610 now. Things like mental and 1321 00:41:40,960 --> 00:41:43,770 physical health, activity programs. So 1322 00:41:43,770 --> 00:41:45,140 what's the impact that your 1323 00:41:45,140 --> 00:41:46,110 company has seen in your 1324 00:41:46,110 --> 00:41:48,150 employees from that perspective, particularly 1325 00:41:48,150 --> 00:41:49,910 agents, obviously agents and supervisors 1326 00:41:50,310 --> 00:41:52,030 in terms of wellness and what are some of the 1327 00:41:52,030 --> 00:41:54,500 actions that your organization is taking 1328 00:41:54,500 --> 00:41:56,580 or is considering in terms 1329 00:41:56,580 --> 00:42:00,740 of wellness? I really appreciate 1330 00:42:00,740 --> 00:42:01,850 Sheila speaking about that and 1331 00:42:01,850 --> 00:42:03,230 bringing it up because I 1332 00:42:03,230 --> 00:42:04,160 see this as a valid 1333 00:42:04,160 --> 00:42:06,580 concern. I was discussing with 1334 00:42:06,580 --> 00:42:07,520 some of my colleagues at 1335 00:42:07,520 --> 00:42:08,710 other companies just the other 1336 00:42:08,710 --> 00:42:10,500 day. And as a whole, 1337 00:42:10,700 --> 00:42:12,200 we are seeing increases in 1338 00:42:12,200 --> 00:42:14,040 potential burnout and depression due 1339 00:42:14,040 --> 00:42:15,450 to this blurred line between 1340 00:42:15,450 --> 00:42:17,900 work and home. So as 1341 00:42:17,900 --> 00:42:19,470 a leadership team at eFinancial, 1342 00:42:19,920 --> 00:42:21,050 we're getting ahead of this, 1343 00:42:21,340 --> 00:42:22,470 both our CEO and our 1344 00:42:22,470 --> 00:42:24,070 president have touched on this 1345 00:42:24,070 --> 00:42:25,450 in their company wide messaging. 1346 00:42:25,800 --> 00:42:26,930 And we're talking with our 1347 00:42:26,930 --> 00:42:28,110 managers to ensure that they're 1348 00:42:28,110 --> 00:42:29,140 looking out for the signs 1349 00:42:29,140 --> 00:42:31,230 of stress that's present or 1350 00:42:31,230 --> 00:42:32,320 could be present in their 1351 00:42:32,600 --> 00:42:34,740 employees. eFinancial is also a 1352 00:42:34,740 --> 00:42:36,210 really big believer in promoting 1353 00:42:36,400 --> 00:42:37,950 company culture and making a 1354 00:42:37,950 --> 00:42:39,480 positive work environment. And we 1355 00:42:39,480 --> 00:42:41,520 decided that working from is not going to 1356 00:42:41,520 --> 00:42:43,170 change that. Just last week 1357 00:42:43,170 --> 00:42:44,600 our eFly squad, that's our 1358 00:42:44,600 --> 00:42:46,050 culture team. They put together 1359 00:42:46,050 --> 00:42:47,330 a company wide scavenger hunt 1360 00:42:47,370 --> 00:42:49,100 designed to increase employee face 1361 00:42:49,100 --> 00:42:51,120 to face communication over in one environment. 1362 00:42:51,150 --> 00:42:53,290 And that was very successful 1363 00:42:53,290 --> 00:42:56,400 as well. Yeah. Sheila anything 1364 00:42:56,640 --> 00:42:57,930 that you would like to add on that topic? 1365 00:42:57,930 --> 00:42:58,750 I know that you're very 1366 00:42:58,750 --> 00:42:59,810 passionate about this and you 1367 00:42:59,810 --> 00:43:00,470 brought it up for a 1368 00:43:00,470 --> 00:43:02,410 reason, so any additional thoughts 1369 00:43:02,410 --> 00:43:04,880 on that? Yeah, the one 1370 00:43:04,920 --> 00:43:06,270 additional thing that I think 1371 00:43:06,270 --> 00:43:07,970 is important for agents in 1372 00:43:07,970 --> 00:43:09,640 this situation, and it also helps 1373 00:43:09,640 --> 00:43:12,140 customers is to re- look 1374 00:43:12,140 --> 00:43:14,450 at the empowerment of agents, 1375 00:43:14,850 --> 00:43:16,430 and what they're enabled to 1376 00:43:16,430 --> 00:43:18,300 do. So when you're sitting 1377 00:43:18,300 --> 00:43:19,770 in an office, you can 1378 00:43:19,770 --> 00:43:21,420 go to a supervisor, you 1379 00:43:21,420 --> 00:43:22,660 can put a call on 1380 00:43:22,660 --> 00:43:23,640 hold and try and get 1381 00:43:23,640 --> 00:43:25,860 a supervisor. It's not as 1382 00:43:25,860 --> 00:43:27,010 easy to do that when 1383 00:43:27,010 --> 00:43:28,830 you're working from home. So 1384 00:43:29,010 --> 00:43:31,980 if there are levels like 1385 00:43:31,980 --> 00:43:35,620 in a financial situation where 1386 00:43:35,930 --> 00:43:37,120 agents are empowered to go 1387 00:43:37,120 --> 00:43:37,960 to a certain level and 1388 00:43:37,960 --> 00:43:39,650 not beyond, maybe this is 1389 00:43:39,650 --> 00:43:40,900 a time to re- look 1390 00:43:40,900 --> 00:43:42,840 at those levels. If there 1391 00:43:42,840 --> 00:43:45,880 are the types of refunds 1392 00:43:46,100 --> 00:43:49,120 that are possible we may 1393 00:43:49,120 --> 00:43:49,970 want to re- look at 1394 00:43:49,970 --> 00:43:51,410 the level that an agent 1395 00:43:51,410 --> 00:43:53,330 is empowered to do that 1396 00:43:53,560 --> 00:43:55,660 because our customers are looking 1397 00:43:55,660 --> 00:43:58,010 for more empathy. Our agents 1398 00:43:58,010 --> 00:44:00,410 don't have the physical support 1399 00:44:00,410 --> 00:44:01,340 they've had in the past. 1400 00:44:01,430 --> 00:44:03,270 And I think it's another area where 1401 00:44:03,370 --> 00:44:05,310 we can make things smoother 1402 00:44:05,530 --> 00:44:07,130 by re- looking at our 1403 00:44:07,230 --> 00:44:11,210 guidelines. Yeah. Now, since we're 1404 00:44:11,210 --> 00:44:13,270 on this topic and thinking 1405 00:44:13,270 --> 00:44:15,250 also about the new normal 1406 00:44:15,290 --> 00:44:17,920 and what are the next 1407 00:44:17,920 --> 00:44:20,310 steps, what's next. Paul let 1408 00:44:20,310 --> 00:44:21,130 me just go back to 1409 00:44:21,130 --> 00:44:22,300 your first on this one. 1410 00:44:23,630 --> 00:44:24,970 So I know that you and 1411 00:44:25,270 --> 00:44:26,560 your organization are working on 1412 00:44:26,560 --> 00:44:28,300 a back to work plan. 1413 00:44:28,620 --> 00:44:29,530 Would you share with us 1414 00:44:29,590 --> 00:44:31,350 what that looks like? And 1415 00:44:31,350 --> 00:44:32,230 I also understand that you 1416 00:44:32,230 --> 00:44:33,660 were even considering implementing a 1417 00:44:33,660 --> 00:44:35,790 permanent working from home program 1418 00:44:35,790 --> 00:44:36,910 for some of your agents. If this 1419 00:44:37,530 --> 00:44:39,000 is correct would you share 1420 00:44:39,000 --> 00:44:39,610 a little bit more with 1421 00:44:39,610 --> 00:44:41,970 us on that? This is 1422 00:44:41,970 --> 00:44:44,370 correct. We are happily in 1423 00:44:44,370 --> 00:44:45,580 the process of creating our 1424 00:44:45,580 --> 00:44:46,820 back to work plans. That's 1425 00:44:47,010 --> 00:44:48,530 an exciting period for us 1426 00:44:48,530 --> 00:44:50,210 right now, and we're exploring 1427 00:44:50,210 --> 00:44:51,400 a lot of different options 1428 00:44:51,400 --> 00:44:52,530 such as what's it look 1429 00:44:52,530 --> 00:44:54,120 like to have full or half 1430 00:44:54,120 --> 00:44:57,730 remote offers? What about flexible hours 1431 00:44:58,010 --> 00:44:59,530 depending on role and tenure? 1432 00:44:59,970 --> 00:45:01,180 One silver lining to this 1433 00:45:01,180 --> 00:45:02,630 crisis is that we've learned 1434 00:45:02,630 --> 00:45:04,480 that offering greater flexibility won't 1435 00:45:04,480 --> 00:45:06,620 necessarily detract from our productivity. 1436 00:45:07,040 --> 00:45:08,250 And this can, and probably 1437 00:45:08,250 --> 00:45:09,300 will become a factor in 1438 00:45:09,300 --> 00:45:11,510 our recruiting efforts nationwide. It 1439 00:45:11,510 --> 00:45:12,610 allows us to become more 1440 00:45:12,610 --> 00:45:14,970 geographically agnostic for our agents, 1441 00:45:14,970 --> 00:45:16,330 for our operations staff, for 1442 00:45:16,330 --> 00:45:18,240 everybody, because we now know 1443 00:45:18,240 --> 00:45:19,350 that we have the capability to work 1444 00:45:19,900 --> 00:45:23,020 and produce from home. That's 1445 00:45:23,020 --> 00:45:24,660 a great point. And I think, like I said, 1446 00:45:24,660 --> 00:45:26,630 we're seeing this across the board, so 1447 00:45:26,630 --> 00:45:27,820 I would totally agree that 1448 00:45:27,970 --> 00:45:29,240 this is something that, to 1449 00:45:29,240 --> 00:45:30,360 your point that we thought 1450 00:45:30,360 --> 00:45:32,340 the productivity could be affected, 1451 00:45:32,340 --> 00:45:34,000 but reality is that it 1452 00:45:34,380 --> 00:45:36,570 is the opposite. Now Colin, 1453 00:45:37,190 --> 00:45:38,120 I wanted to also go 1454 00:45:38,120 --> 00:45:39,800 back to the perspective of 1455 00:45:39,800 --> 00:45:40,980 the business per se, right? 1456 00:45:40,980 --> 00:45:42,330 So you're in the retail 1457 00:45:42,330 --> 00:45:44,010 industry and we know that 1458 00:45:44,010 --> 00:45:46,140 eCommerce before this whole thing 1459 00:45:46,140 --> 00:45:47,690 happened eCommerce was already in 1460 00:45:47,690 --> 00:45:50,330 the path forward for the 1461 00:45:50,330 --> 00:45:51,520 retail industry. Right? And it's 1462 00:45:51,520 --> 00:45:52,620 rapidly increasing. And I think 1463 00:45:52,800 --> 00:45:54,600 that obviously this is across 1464 00:45:54,610 --> 00:45:56,130 the globe. But in this new 1465 00:45:56,130 --> 00:45:59,230 normal from your perspective, is 1466 00:45:59,230 --> 00:46:03,710 eCommerce becoming essential? What are 1467 00:46:03,710 --> 00:46:04,850 the key elements that will 1468 00:46:04,850 --> 00:46:06,720 be absolutely critical in succeeding 1469 00:46:06,720 --> 00:46:08,100 and even surviving in the 1470 00:46:08,100 --> 00:46:11,620 eCommerce world? Yeah, absolutely. I 1471 00:46:11,620 --> 00:46:13,430 think that eCommerce has been 1472 00:46:13,430 --> 00:46:14,410 around for quite some time, 1473 00:46:14,410 --> 00:46:15,570 but in the new normal, 1474 00:46:15,570 --> 00:46:16,390 you're going to have a 1475 00:46:16,390 --> 00:46:17,510 new normal of eCommerce as 1476 00:46:17,510 --> 00:46:19,060 well. You're going to have 1477 00:46:19,060 --> 00:46:19,870 to be stepping up your 1478 00:46:19,870 --> 00:46:20,750 service levels. You're going to 1479 00:46:20,750 --> 00:46:21,980 be having to step up 1480 00:46:21,980 --> 00:46:23,090 your context. And I think 1481 00:46:23,090 --> 00:46:23,900 we keep coming back to 1482 00:46:23,900 --> 00:46:26,920 this the consumer who's going 1483 00:46:26,920 --> 00:46:27,960 to be a scarce commodity 1484 00:46:27,960 --> 00:46:29,420 because of the economic climate. 1485 00:46:29,830 --> 00:46:30,940 And they're going to want you to 1486 00:46:30,940 --> 00:46:32,260 have context, and then we're going to want you 1487 00:46:32,260 --> 00:46:33,470 to understand who they are and what 1488 00:46:33,470 --> 00:46:34,560 they need to do or where 1489 00:46:35,390 --> 00:46:36,210 they need to be. So 1490 00:46:36,640 --> 00:46:38,580 we will be accelerating conversations 1491 00:46:38,580 --> 00:46:40,190 with Genesys around things like 1492 00:46:40,200 --> 00:46:43,280 Altocloud. And funny that we 1493 00:46:43,280 --> 00:46:44,160 were talking about bot as 1494 00:46:44,160 --> 00:46:45,230 well. So just making sure 1495 00:46:45,230 --> 00:46:46,610 that a bot is not 1496 00:46:46,610 --> 00:46:47,770 just about call deflection, but 1497 00:46:47,770 --> 00:46:49,350 it's also about being able 1498 00:46:49,350 --> 00:46:50,270 to give context to an 1499 00:46:50,270 --> 00:46:51,380 agents as to what the 1500 00:46:51,380 --> 00:46:52,770 customer journey is from an 1501 00:46:52,770 --> 00:46:55,130 eCommerce perspective. And then I 1502 00:46:55,130 --> 00:46:56,530 think more from the brick 1503 00:46:56,530 --> 00:46:58,530 and mortar perspective especially being 1504 00:46:58,530 --> 00:47:00,610 in fashion, retail, eCommerce and 1505 00:47:00,610 --> 00:47:02,650 the click and collect scenario, 1506 00:47:02,650 --> 00:47:04,480 especially with fashion. People will 1507 00:47:04,480 --> 00:47:05,330 want to come back and 1508 00:47:05,610 --> 00:47:06,720 come into store to collect, 1509 00:47:07,130 --> 00:47:08,620 to try on garments and 1510 00:47:08,620 --> 00:47:09,210 to have a touch and 1511 00:47:09,210 --> 00:47:12,110 feel of these things. So the 1512 00:47:12,110 --> 00:47:13,530 last mile of the eCommerce journey 1513 00:47:13,650 --> 00:47:14,700 is also quite important to 1514 00:47:14,700 --> 00:47:16,300 us where potentially there'll be 1515 00:47:16,300 --> 00:47:17,900 paying in store. Maybe they 1516 00:47:17,900 --> 00:47:18,850 don't want to be parting 1517 00:47:18,850 --> 00:47:20,430 away with cash anymore. They 1518 00:47:20,430 --> 00:47:22,240 might want to contact as payment methods 1519 00:47:22,480 --> 00:47:23,470 such as Apple Pay or 1520 00:47:23,520 --> 00:47:25,310 Samsung Pay or QR codes. 1521 00:47:25,940 --> 00:47:27,340 So the entire ecosystem around 1522 00:47:27,340 --> 00:47:29,330 eCommerce is going to shift, 1523 00:47:29,330 --> 00:47:30,870 but I do think that the fundamental 1524 00:47:30,870 --> 00:47:32,740 thread will be using things 1525 00:47:32,740 --> 00:47:34,300 like Altocloud to give you customer 1526 00:47:34,300 --> 00:47:35,410 context and help you drive 1527 00:47:35,410 --> 00:47:40,030 their sales numbers. Right. I 1528 00:47:40,030 --> 00:47:44,620 think what this tells us is that again, Sheila made this comment 1529 00:47:44,620 --> 00:47:46,340 at the very beginning. The new 1530 00:47:46,340 --> 00:47:48,240 normal based on what the 1531 00:47:48,240 --> 00:47:49,340 experience that we're going through 1532 00:47:49,340 --> 00:47:50,630 right now, as challenging as 1533 00:47:50,630 --> 00:47:51,670 it is, is also making us see things 1534 00:47:52,390 --> 00:47:53,450 in a very different way. 1535 00:47:53,450 --> 00:47:55,400 So, Sheila, I'm going to ask 1536 00:47:55,400 --> 00:47:56,730 you the million dollar question, 1537 00:47:56,950 --> 00:47:59,670 right. How will contact centers 1538 00:47:59,780 --> 00:48:01,760 become more essential in this 1539 00:48:02,010 --> 00:48:03,830 new normal from your perspective? 1540 00:48:05,200 --> 00:48:07,620 So if you would bring 1541 00:48:07,620 --> 00:48:10,810 up my last slide. No, 1542 00:48:11,220 --> 00:48:12,480 we'll bring that up in 1543 00:48:12,480 --> 00:48:14,280 a second. Nevermind. Okay. So 1544 00:48:14,280 --> 00:48:15,370 new normal, what does it 1545 00:48:15,370 --> 00:48:16,640 look like? And I'd like 1546 00:48:16,640 --> 00:48:17,660 to talk about it from 1547 00:48:17,660 --> 00:48:19,460 two perspectives. Let's first talk about 1548 00:48:19,670 --> 00:48:21,540 the agent perspective and Colin 1549 00:48:21,540 --> 00:48:23,380 and Paul have already started 1550 00:48:23,480 --> 00:48:25,660 talking about this. But I 1551 00:48:25,660 --> 00:48:27,560 think it goes even further 1552 00:48:27,560 --> 00:48:28,370 than we're going to be 1553 00:48:28,370 --> 00:48:29,860 able to have more work 1554 00:48:29,860 --> 00:48:31,280 from home agents because we 1555 00:48:31,390 --> 00:48:33,260 proved the case now, right? 1556 00:48:33,550 --> 00:48:34,970 The technology has always been there 1557 00:48:34,970 --> 00:48:36,430 to do it, but there's been 1558 00:48:36,450 --> 00:48:38,700 some reticence on the part 1559 00:48:38,700 --> 00:48:40,920 of companies sometimes. I think 1560 00:48:40,920 --> 00:48:42,370 it also now begins to 1561 00:48:42,370 --> 00:48:45,440 impact our hiring guidelines in 1562 00:48:45,440 --> 00:48:47,260 a positive way. So one 1563 00:48:47,260 --> 00:48:48,040 of the things we'll look 1564 00:48:48,040 --> 00:48:50,040 for is someone who does 1565 00:48:50,040 --> 00:48:51,410 have an environment at home 1566 00:48:51,550 --> 00:48:52,830 that will allow them to 1567 00:48:52,830 --> 00:48:55,670 work from home. We also 1568 00:48:55,670 --> 00:48:57,110 want to be able to 1569 00:48:57,750 --> 00:49:00,060 now give much more flexible 1570 00:49:00,060 --> 00:49:01,630 schedules than perhaps we were 1571 00:49:01,630 --> 00:49:02,810 able to offer in the 1572 00:49:02,810 --> 00:49:04,270 past. So it could be 1573 00:49:04,270 --> 00:49:05,430 that somebody wanted to work 1574 00:49:05,430 --> 00:49:07,140 for you, but they couldn't 1575 00:49:07,140 --> 00:49:09,160 work 9: 00 to 5: 1576 00:49:09,160 --> 00:49:11,610 00 or the 2:00 to 10: 00 1577 00:49:11,610 --> 00:49:13,480 shifts that you wanted. And 1578 00:49:13,480 --> 00:49:14,830 now if you enable that 1579 00:49:14,830 --> 00:49:15,820 as a work from home, 1580 00:49:15,960 --> 00:49:17,860 suddenly it opens up the 1581 00:49:17,860 --> 00:49:19,500 possibilities to a workforce that 1582 00:49:19,500 --> 00:49:20,370 may not have been able 1583 00:49:20,370 --> 00:49:21,150 to work with you in 1584 00:49:21,150 --> 00:49:22,760 the past. Right? So I 1585 00:49:22,760 --> 00:49:24,890 think this is a very positive 1586 00:49:24,890 --> 00:49:27,500 changes for agents and for 1587 00:49:27,620 --> 00:49:30,410 retention of workforce and finding 1588 00:49:30,440 --> 00:49:32,260 new talent that come out 1589 00:49:32,300 --> 00:49:34,100 of this and that become 1590 00:49:34,260 --> 00:49:37,330 the new normal. And then 1591 00:49:37,900 --> 00:49:40,200 Colin and Paul both mentioned 1592 00:49:40,200 --> 00:49:43,050 this and artificial intelligence I 1593 00:49:43,050 --> 00:49:45,600 think comes out of this 1594 00:49:45,600 --> 00:49:48,100 initial pandemic smelling like a 1595 00:49:48,100 --> 00:49:49,390 rose. Let's put it that 1596 00:49:49,450 --> 00:49:51,460 way. If we could say 1597 00:49:51,460 --> 00:49:58,470 that invention that... I've lost 1598 00:49:58,470 --> 00:49:59,810 my train of thought. Invention or 1599 00:49:59,810 --> 00:50:03,590 whatever. I think we're going 1600 00:50:03,590 --> 00:50:06,530 to have more innovation come 1601 00:50:06,530 --> 00:50:09,810 forward into our general everyday 1602 00:50:09,880 --> 00:50:12,740 operations, much more quickly than 1603 00:50:12,740 --> 00:50:13,870 we thought that we would 1604 00:50:13,870 --> 00:50:16,140 have. And I think the 1605 00:50:16,140 --> 00:50:18,700 reason is that think about 1606 00:50:18,700 --> 00:50:21,560 those States that are suddenly 1607 00:50:21,560 --> 00:50:22,690 using a bot on their 1608 00:50:22,690 --> 00:50:24,330 website. And if you would 1609 00:50:24,350 --> 00:50:25,570 ask them three months ago 1610 00:50:25,570 --> 00:50:27,810 about using artificial intelligence, they 1611 00:50:27,810 --> 00:50:28,520 would have looked at you 1612 00:50:28,520 --> 00:50:30,010 like you were crazy, but 1613 00:50:30,010 --> 00:50:31,300 they needed to do it 1614 00:50:31,830 --> 00:50:34,150 to necessity. It's not just 1615 00:50:34,150 --> 00:50:35,440 the mother of invention. It's 1616 00:50:35,440 --> 00:50:37,190 the mother of innovation. That 1617 00:50:37,190 --> 00:50:37,980 was the phrase that I 1618 00:50:37,980 --> 00:50:40,750 wanted to use. Right. I 1619 00:50:40,750 --> 00:50:42,180 think what we're finding here 1620 00:50:42,180 --> 00:50:43,930 is that companies are looking 1621 00:50:43,930 --> 00:50:45,240 back at some of those 1622 00:50:45,240 --> 00:50:47,990 artificial intelligence solutions and products 1623 00:50:48,320 --> 00:50:50,220 like was discussed here. Well, 1624 00:50:50,220 --> 00:50:52,220 we thought about Altocloud, but 1625 00:50:52,860 --> 00:50:54,440 this wasn't the time or 1626 00:50:54,440 --> 00:50:56,500 it wasn't the highest priority. 1627 00:50:56,900 --> 00:50:58,070 And suddenly we say, wait 1628 00:50:58,070 --> 00:50:59,440 a minute, in this new 1629 00:50:59,440 --> 00:51:01,270 normal things that were out 1630 00:51:01,270 --> 00:51:02,720 there are now going to 1631 00:51:02,720 --> 00:51:04,910 become part of everyday life. 1632 00:51:05,630 --> 00:51:06,530 So I think those two 1633 00:51:06,530 --> 00:51:08,250 things from a technology point 1634 00:51:08,250 --> 00:51:09,650 of view, I think artificial 1635 00:51:09,650 --> 00:51:11,860 intelligence is going to see a 1636 00:51:11,860 --> 00:51:14,210 bump in adoption. We're going 1637 00:51:14,300 --> 00:51:15,540 to see that move from 1638 00:51:15,730 --> 00:51:18,060 proof of concept to roll 1639 00:51:18,060 --> 00:51:20,630 out happen much more quickly 1640 00:51:20,740 --> 00:51:22,530 than we would've expected three 1641 00:51:22,530 --> 00:51:23,900 months ago. And I think 1642 00:51:23,900 --> 00:51:25,070 we have an opportunity to 1643 00:51:25,070 --> 00:51:27,450 revisit how we hire, how 1644 00:51:27,450 --> 00:51:29,600 we train, and the kind 1645 00:51:29,600 --> 00:51:31,490 of shifts we offer with 1646 00:51:31,490 --> 00:51:34,140 that kind of agent workforce 1647 00:51:34,140 --> 00:51:36,090 flexibility that agents have been looking 1648 00:51:36,090 --> 00:51:37,440 for. I think we're closer 1649 00:51:37,440 --> 00:51:40,900 now to understanding that notion 1650 00:51:40,900 --> 00:51:43,020 of a gig agent, we 1651 00:51:43,020 --> 00:51:44,380 can supply that inside our 1652 00:51:44,380 --> 00:51:45,940 contact center. And we didn't 1653 00:51:45,940 --> 00:51:48,550 realize that we could. Yeah, 1654 00:51:49,030 --> 00:51:50,350 I love that AI is 1655 00:51:50,350 --> 00:51:51,210 going to be smelling like 1656 00:51:51,210 --> 00:51:52,290 a rose, I think that 1657 00:51:52,290 --> 00:51:54,560 that's a quote that has been for the 1658 00:51:54,560 --> 00:51:56,680 posterity. But just a quick 1659 00:51:56,850 --> 00:51:58,610 clarification for those in the audience that 1660 00:51:58,690 --> 00:51:59,370 may not be familiar with Altocloud. That's 1661 00:52:00,080 --> 00:52:02,060 a pretty good engagement solution 1662 00:52:02,060 --> 00:52:03,610 that we have at Genesys really 1663 00:52:03,610 --> 00:52:04,760 allows you to understand the 1664 00:52:04,760 --> 00:52:06,190 intent of the customer. And then 1665 00:52:07,110 --> 00:52:08,700 determine what's the right resource 1666 00:52:09,640 --> 00:52:10,900 to serve that need at 1667 00:52:10,900 --> 00:52:12,700 that point. Which again speaks 1668 00:52:12,700 --> 00:52:15,300 about how artificial intelligence can 1669 00:52:15,300 --> 00:52:17,500 truly be part of our 1670 00:52:17,500 --> 00:52:19,340 empathy in terms of the customer 1671 00:52:19,340 --> 00:52:22,580 experience strategy. Now, coming to 1672 00:52:23,200 --> 00:52:24,080 the time and so I 1673 00:52:24,080 --> 00:52:25,550 would like to maybe starting 1674 00:52:25,550 --> 00:52:27,510 with Paul and Colin. Each 1675 00:52:27,510 --> 00:52:30,530 of you would please share 1676 00:52:31,110 --> 00:52:33,410 given all this situation, what's 1677 00:52:33,410 --> 00:52:35,410 the biggest lesson learned during 1678 00:52:35,410 --> 00:52:37,240 this unprecedented time? Paul, I'll 1679 00:52:37,240 --> 00:52:41,560 start with you. Sure. I 1680 00:52:41,560 --> 00:52:43,130 guess this current crisis has 1681 00:52:43,130 --> 00:52:45,770 really reinforced my existing belief 1682 00:52:45,770 --> 00:52:46,910 in the importance of cloud 1683 00:52:46,910 --> 00:52:49,710 services and distributed platforms. Had 1684 00:52:49,710 --> 00:52:51,060 we not made that strategic 1685 00:52:51,060 --> 00:52:52,080 decision to move to the 1686 00:52:52,080 --> 00:52:53,620 cloud when we did the 1687 00:52:53,620 --> 00:52:54,830 outcome right now will look 1688 00:52:54,850 --> 00:52:56,350 very different for eFinancial as 1689 00:52:56,350 --> 00:52:58,380 a company. As Sheila discussed, 1690 00:52:58,380 --> 00:52:59,220 I think that we're going 1691 00:52:59,220 --> 00:53:02,090 to see increased prioritization in 1692 00:53:02,090 --> 00:53:04,210 cloud computing and cloud services 1693 00:53:04,210 --> 00:53:05,570 post- COVID. So that would probably be 1694 00:53:05,570 --> 00:53:08,670 my biggest takeaway. Thank you Paul. Colin your biggest lesson learned? 1695 00:53:12,900 --> 00:53:14,430 Yeah, I absolutely agree with 1696 00:53:14,430 --> 00:53:15,230 Paul. I think we've been 1697 00:53:15,230 --> 00:53:16,130 talking about a route to 1698 00:53:16,130 --> 00:53:17,170 cloud for quite some time, 1699 00:53:17,360 --> 00:53:18,480 and I think a lot 1700 00:53:18,480 --> 00:53:20,840 of companies and the CEO's 1701 00:53:20,840 --> 00:53:22,440 will be accelerating those discussions. 1702 00:53:22,440 --> 00:53:24,380 But I think the biggest 1703 00:53:24,400 --> 00:53:26,090 learning so far is make 1704 00:53:26,090 --> 00:53:26,750 sure that you've got the 1705 00:53:26,750 --> 00:53:28,990 tools to communicate as effectively 1706 00:53:28,990 --> 00:53:30,430 as you can, both with your 1707 00:53:30,430 --> 00:53:31,590 customers, but also with your 1708 00:53:31,590 --> 00:53:34,290 employees. It's just so critical 1709 00:53:34,290 --> 00:53:35,170 at this time that people 1710 00:53:35,170 --> 00:53:36,750 know that you're there. They 1711 00:53:36,750 --> 00:53:37,480 can reach out on the 1712 00:53:37,480 --> 00:53:39,610 channel of their choice and 1713 00:53:39,610 --> 00:53:42,050 make sure that that communication is frictionless 1714 00:53:42,050 --> 00:53:43,960 and their processes frictionless. So 1715 00:53:43,960 --> 00:53:45,520 definitely looking to, again, bringing 1716 00:53:45,520 --> 00:53:47,260 those communication mechanisms into one 1717 00:53:47,570 --> 00:53:48,720 spot and then making sure that 1718 00:53:48,720 --> 00:53:50,050 you've got the flexibility of 1719 00:53:50,050 --> 00:53:52,240 things like cloud payments to 1720 00:53:52,240 --> 00:53:54,220 really engage and capitalize on 1721 00:53:54,580 --> 00:53:55,710 some of these opportunities that 1722 00:53:56,070 --> 00:53:57,090 this type of pandemic can 1723 00:53:57,090 --> 00:54:01,020 present. Thank you Colin. And 1724 00:54:01,020 --> 00:54:02,130 Sheila going to you. Would 1725 00:54:02,130 --> 00:54:03,340 you share your final thoughts 1726 00:54:03,340 --> 00:54:04,660 on the new normal and 1727 00:54:04,660 --> 00:54:08,670 redefining business continually? And now 1728 00:54:08,670 --> 00:54:09,540 you can bring up my 1729 00:54:09,540 --> 00:54:11,600 final slide Barbara if you 1730 00:54:11,600 --> 00:54:15,280 would. Thank you. So this 1731 00:54:15,280 --> 00:54:17,490 slide is a picture of 1732 00:54:17,490 --> 00:54:18,810 Andy Jassy, who is the 1733 00:54:18,810 --> 00:54:21,900 CEO of AWS. And it 1734 00:54:21,900 --> 00:54:24,570 was the notes there are 1735 00:54:24,570 --> 00:54:26,770 taken from his keynote speech 1736 00:54:27,050 --> 00:54:29,160 at The Reinvent Conference in 1737 00:54:29,160 --> 00:54:31,040 November. And so he's a 1738 00:54:31,040 --> 00:54:33,600 pretty prescient guy. He has 1739 00:54:33,600 --> 00:54:34,410 a notion of where the 1740 00:54:34,410 --> 00:54:35,860 world is going and even 1741 00:54:35,860 --> 00:54:37,700 not knowing that there was 1742 00:54:37,760 --> 00:54:40,180 a pandemic coming. He understood 1743 00:54:40,180 --> 00:54:40,880 that the way that the 1744 00:54:40,880 --> 00:54:42,000 world was going, maybe it's 1745 00:54:42,000 --> 00:54:43,500 going to go there more 1746 00:54:43,500 --> 00:54:45,340 quickly now, but what he 1747 00:54:45,340 --> 00:54:46,920 said and really rang true 1748 00:54:46,920 --> 00:54:49,380 for me was companies today, 1749 00:54:49,940 --> 00:54:51,120 or either born in the 1750 00:54:51,120 --> 00:54:55,930 cloud, companies like Netflix and 1751 00:54:56,270 --> 00:55:00,660 Airbnb and Uber. Or they 1752 00:55:00,660 --> 00:55:02,480 need to be reborn in 1753 00:55:02,480 --> 00:55:03,850 the cloud. And if we 1754 00:55:03,850 --> 00:55:06,250 think about eFinance if we think about 1755 00:55:06,560 --> 00:55:09,500 Mr Price, they are re- 1756 00:55:09,500 --> 00:55:11,610 building their businesses in the 1757 00:55:11,610 --> 00:55:13,620 cloud. They're taking their contact 1758 00:55:13,620 --> 00:55:15,370 center agents and moving them 1759 00:55:15,370 --> 00:55:17,440 to cloud based solutions. They're 1760 00:55:17,440 --> 00:55:19,960 thinking about digital kinds of 1761 00:55:19,960 --> 00:55:21,670 interactions and making those available 1762 00:55:21,670 --> 00:55:23,330 to their customers. Because in order 1763 00:55:23,330 --> 00:55:25,430 to compete with those born 1764 00:55:25,430 --> 00:55:26,890 in the cloud companies, they 1765 00:55:26,890 --> 00:55:29,640 have to rebuild themselves in 1766 00:55:29,640 --> 00:55:32,100 the cloud. Another thing that 1767 00:55:32,100 --> 00:55:33,110 Andy said that I think 1768 00:55:33,330 --> 00:55:35,030 is also so relevant and 1769 00:55:35,030 --> 00:55:37,620 really rang true, knowing what 1770 00:55:37,620 --> 00:55:39,410 Genesys is now doing is 1771 00:55:39,410 --> 00:55:41,410 the notion that a multi- cloud 1772 00:55:41,690 --> 00:55:43,830 is a legitimate conversation. So 1773 00:55:43,830 --> 00:55:45,090 what does that mean? So 1774 00:55:45,090 --> 00:55:46,760 Andy clearly is in charge 1775 00:55:46,760 --> 00:55:48,500 of the public cloud that 1776 00:55:48,500 --> 00:55:49,750 Genesys cloud is built on 1777 00:55:50,350 --> 00:55:53,070 AWS, but not every company 1778 00:55:53,070 --> 00:55:55,600 and every business is necessarily 1779 00:55:55,600 --> 00:55:57,080 going to want all of 1780 00:55:57,080 --> 00:55:58,540 their computing coming out of 1781 00:55:58,980 --> 00:56:00,440 AWS. There are others who are going to 1782 00:56:00,840 --> 00:56:03,070 want choices from Microsoft Azure 1783 00:56:03,690 --> 00:56:05,210 or choices of their own 1784 00:56:05,230 --> 00:56:09,220 IBM cloud or other clouds. 1785 00:56:09,480 --> 00:56:10,760 And so Genesys is now 1786 00:56:10,760 --> 00:56:12,670 working and the team that 1787 00:56:12,670 --> 00:56:14,790 Barry O'Sullivan heads on how 1788 00:56:14,790 --> 00:56:17,460 do we make the best 1789 00:56:17,460 --> 00:56:19,460 of Genesys available, the best 1790 00:56:19,460 --> 00:56:21,950 innovation of Genesys cloud available 1791 00:56:21,950 --> 00:56:24,250 in a multi- cloud scenario 1792 00:56:24,450 --> 00:56:26,080 for those customers. And so, 1793 00:56:26,320 --> 00:56:27,340 to me, it was very 1794 00:56:27,760 --> 00:56:31,590 refreshing to hear, Jassy say, 1795 00:56:31,590 --> 00:56:33,910 I recognize that. I think 1796 00:56:33,910 --> 00:56:34,740 I'll still be a big 1797 00:56:34,740 --> 00:56:36,310 part of the world. I 1798 00:56:36,310 --> 00:56:37,240 still think a lot of 1799 00:56:37,240 --> 00:56:38,340 customers are going to want 1800 00:56:38,340 --> 00:56:40,330 to use my services, but 1801 00:56:40,330 --> 00:56:41,770 I'm going to build bridges 1802 00:56:41,930 --> 00:56:43,370 to those other public clouds. 1803 00:56:44,460 --> 00:56:46,460 And then finally he made 1804 00:56:46,460 --> 00:56:48,330 a very strong statement that 1805 00:56:48,520 --> 00:56:52,570 data is the new currency 1806 00:56:52,920 --> 00:56:55,320 of business. And I think 1807 00:56:55,600 --> 00:56:57,100 the conversations that we had 1808 00:56:57,100 --> 00:57:01,930 today around personalization, about empowering 1809 00:57:01,930 --> 00:57:04,210 agents is all about getting 1810 00:57:04,210 --> 00:57:06,550 the right data to agents 1811 00:57:06,890 --> 00:57:08,590 and having that data to 1812 00:57:08,590 --> 00:57:11,240 be able to process that 1813 00:57:11,240 --> 00:57:12,920 data and make the decisions 1814 00:57:12,920 --> 00:57:15,110 about it available to agents 1815 00:57:15,170 --> 00:57:17,410 like predictive engagement can do 1816 00:57:17,590 --> 00:57:19,760 and help the agent understand 1817 00:57:20,200 --> 00:57:21,320 the best way to serve 1818 00:57:21,320 --> 00:57:24,330 a customer. That's part of 1819 00:57:24,330 --> 00:57:25,420 this new normal as we 1820 00:57:25,420 --> 00:57:27,350 go forward. So I think 1821 00:57:27,350 --> 00:57:28,160 Jesse was prescient but I 1822 00:57:28,160 --> 00:57:29,870 think the points he made 1823 00:57:29,870 --> 00:57:31,370 are legitimate points as we 1824 00:57:31,370 --> 00:57:33,790 think about that next phase 1825 00:57:34,110 --> 00:57:35,640 of business life, post- COVID. 1826 00:57:37,990 --> 00:57:40,340 Thank you so much. Thank 1827 00:57:40,340 --> 00:57:41,580 you Barbara. Thank you. I 1828 00:57:41,580 --> 00:57:43,020 just want to finish by 1829 00:57:43,020 --> 00:57:45,070 saying, first of all, thank 1830 00:57:45,070 --> 00:57:46,520 you so much, Sheila, Paul, 1831 00:57:46,520 --> 00:57:48,410 Colin For sharing your thoughts 1832 00:57:48,410 --> 00:57:53,170 and just your experience with 1833 00:57:53,170 --> 00:57:54,670 this. With all of us to me 1834 00:57:54,900 --> 00:57:56,850 it was a fantastic conversation. 1835 00:57:56,850 --> 00:57:58,410 I hope that the audience 1836 00:57:58,620 --> 00:58:00,270 feels the same way. We 1837 00:58:00,270 --> 00:58:01,500 definitely are at a time, and I 1838 00:58:01,500 --> 00:58:02,770 don't want to keep our 1839 00:58:02,770 --> 00:58:04,380 audience much longer. I'll leave 1840 00:58:04,380 --> 00:58:05,620 you with just this slide, 1841 00:58:05,620 --> 00:58:06,810 which shows what Genesys is 1842 00:58:06,880 --> 00:58:08,730 doing for our customers and 1843 00:58:08,730 --> 00:58:10,380 non- Genesys customers as well 1844 00:58:10,630 --> 00:58:11,960 in terms of supporting you 1845 00:58:12,000 --> 00:58:14,100 for the handling increased demand, 1846 00:58:14,220 --> 00:58:16,610 and also a transition for 1847 00:58:16,610 --> 00:58:17,520 your agents to work from 1848 00:58:17,520 --> 00:58:19,620 home. This is all in our website. 1849 00:58:19,620 --> 00:58:20,600 You can also reach out 1850 00:58:20,600 --> 00:58:22,040 to your Genesys representative to 1851 00:58:22,040 --> 00:58:24,160 understand better how this program 1852 00:58:24,160 --> 00:58:25,840 works. And I'll hand it 1853 00:58:25,840 --> 00:58:26,970 back to you, Josh, to 1854 00:58:26,970 --> 00:58:27,940 wrap us up. Thank you 1855 00:58:27,940 --> 00:58:32,940 so much. Thanks guys. So 1856 00:58:32,940 --> 00:58:34,680 as she mentioned, unfortunately, we 1857 00:58:34,680 --> 00:58:35,450 are at a time. I 1858 00:58:35,450 --> 00:58:36,350 definitely feel like we could 1859 00:58:36,350 --> 00:58:37,990 have continued this conversation for 1860 00:58:37,990 --> 00:58:40,810 another hour. But as we 1861 00:58:40,810 --> 00:58:42,340 wrap up today, we are 1862 00:58:42,340 --> 00:58:44,360 going to first mention that 1863 00:58:44,360 --> 00:58:45,230 you have a list of 1864 00:58:45,230 --> 00:58:46,670 resources in the resource center 1865 00:58:46,670 --> 00:58:47,870 below your Q& A window. 1866 00:58:47,870 --> 00:58:48,610 Be sure to click on 1867 00:58:48,610 --> 00:58:50,430 those before today's session ends, 1868 00:58:50,430 --> 00:58:51,850 that will give you additional 1869 00:58:51,850 --> 00:58:53,270 information based on the topic 1870 00:58:53,270 --> 00:58:54,540 that we talked about today. 1871 00:58:56,230 --> 00:58:57,970 Also don't forget, you will 1872 00:58:57,970 --> 00:58:59,330 receive an on demand recording 1873 00:58:59,330 --> 00:59:01,160 via email from ON24. So 1874 00:59:01,160 --> 00:59:02,160 if you missed anything during 1875 00:59:02,160 --> 00:59:03,810 the presentation, have any issues, 1876 00:59:03,810 --> 00:59:05,070 you will receive that recording 1877 00:59:05,150 --> 00:59:06,220 within the next few business 1878 00:59:06,220 --> 00:59:07,610 days. And you can actually 1879 00:59:07,610 --> 00:59:08,320 take a look at this 1880 00:59:08,320 --> 00:59:10,270 recording with full playback capabilities. 1881 00:59:12,180 --> 00:59:13,380 So with that on behalf 1882 00:59:13,380 --> 00:59:15,880 of Sheila, Barbara, Colin, and Paul, 1883 00:59:15,950 --> 00:59:16,950 as well as the entire 1884 00:59:16,950 --> 00:59:18,410 Genesys team, we thank you 1885 00:59:18,410 --> 00:59:20,070 again for joining today's webcast, 1886 00:59:20,280 --> 00:59:22,210 The New Normal Redefining Business 1887 00:59:22,210 --> 00:59:24,300 Continuity. Until next time have 1888 00:59:24,300 --> 00:59:25,080 a good one everyone. [mktoform cta_header="WATCH THE ON-DEMAND RECORDING NOW!" cta_button="WATCH NOW" cms_hold="RG" cid_id="7011T000001Id8AQAS"] Meet the Speakers Sheila McGee Smith Founder and Principal Analyst McGee Smith Analytics Barbara Gonzalez Global VP for Strategic Business Consulting Genesys Colin Salvesen Head of IT Mr Price Group Ltd - South Africa Paul Bourdeaux Vice President, IT eFinancial [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Citizens want to quickly access and trust the information they receive from government agencies, in both times of emergency and tranquility. The Cloud gives agencies the technology tools they need to consistently deliver the right message, to the right person, at the right time, and that successful, secure delivery goes a long way to improving citizen trust. During this OnDemand fireside chat, government and industry experts share how to enhance communication and improve citizen trust. Specifically, you’ll explore: How a secure cloud solution can make a positive impact on citizen trust in government. The biggest barriers facing agencies looking to deliver accurate and timely information to citizens. How successful agencies have implemented reliable cloud solutions for their citizen services. [mktoform form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t7yzQAA" url="https://www.genesys.com/campaign/govloop-fireside-chat-how-the-cloud-can-impact-citizen-trust" ar_url="https://www.genesys.com/campaign/govloop-fireside-chat-how-the-cloud-can-impact-citizen-trust"] Meet the Speakers Dave York Senior Vice President, US Public Sector Genesys Barbara Morton Deputy Chief, Veteran’s Experience Office Veterans Affairs Department CX Heroes 5 habits of successful contact center managers and agents Featuring MyBudget, Australia [cutoff co_thick="2px"][webinarschedulesingle]MyBudget has helped more than 100,000 Australians get on the path to financial success. It can be difficult, emotional work—with counseling services and financial literacy tactics laid bare for the people who are struggling the hardest to make ends meet but still failing. Some clients call almost daily for advice. And the customer service reps on the other end of the line develop close relationships with customers. In this CX Heroes webinar, you will learn how to: Establish skills every agent should have Handle difficult customers with finesse Recognize and reward agents Turn customers into brand advocates Measure customer service/NPS for success Celebrate the people who drive excellent customer service — and the technology that empowers them. The CX Heroes program recognizes the hard-working, caring agents who go above and beyond to help their customers on a daily basis.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7010d000001GcGFAA0"] Meet the Speakers Nicole Martin Customer Service Representative MyBudget, Australia Mari Yamaguchi CX Manager Genesys AppFoundry Webinar Monitoring remote agents for engagement, performance and insights [cutoff co_thick="2px"][webinarschedule]As the impact of COVID-19 continues, businesses struggle to monitor agent performance and well-being, and to ensure productivity of their remote agent employees. Learn how the AI-powered Call Journey voice analytics engine allows you to assess your agents’ “engagement health” in every customer interaction and ensure productivity and quality performance. We are committed to providing you with tools and resources to help you navigate these challenges.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001krP1QAI"] Meet the Speakers Brett Marsh Vice President for Sales - North America Call Journey Demo Webinar [this_page_title] Engage prospects in real-time, at the right time, with call center software powered by AI and machine learning. [cutoff co_thick="2px"][webinarschedulesingle]Boost conversion rates by giving your digital sales and marketing teams real-time insight into website behavior. Streamline the customer experience with advanced automation and improved self-service options. Genesys uses the power of artificial intelligence (AI) and machine learning to: Enable customer self-service for common tasks with online FAQ’s and chatbots Track customer journeys and observe behaviors so agents can engage at the right time Identify when and why prospects leave to reduce abandon rates and optimize successful conversions Increase revenue by offering proactive, targeted discounts to move prospects through to purchase Check out the Genesys Cloud demo to learn how advanced AI tools can help your company optimize customer experience. [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001krLEQAY"] Meet the Speaker Kenny Saalman Associate Strategic Sales Consultant Genesys Webinar Bytes [Webinar Bytes] 5 ways to improve customer service and personalization We've taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMTA3NiUzRndlYmluYXJWaXNpYmxlJTNEZmFsc2UlMjZtb21lbnRJZHMlM0Q1Nzg1JTI2bW9tZW50SWRzJTNENTU1MSUyNm1vbWVudElkcyUzRDU1NTIlMjZtb21lbnRJZHMlM0Q1NTU1JTI2bW9tZW50SWRzJTNENTU1NiUyNm1vbWVudElkcyUzRDU1NTclMjIlMjB3aWR0aCUzRCUyMjEwMCUyNSUyMiUyMGhlaWdodCUzRCUyMjQ1MHB4JTIyJTIwZnJhbWVib3JkZXIlM0QlMjIwJTIyJTNFJTNDJTJGaWZyYW1lJTNFHarambee’s work has had a profound impact on the Customer Marketing team and has inspired a new category in the Genesys Customer Innovation Awards, “CX Gamechanger: Best Story of Making a Difference with CX Technology.” Regionally, Harambee ranks as the seventh most recognized brand in South Africa. In these CX Heroes webinar bytes, you will learn how to establish skills every agent should have, handle difficult customers with finesse, recognize and reward agents, and more. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Nelisiwe Mzizi Contact Center Manager Harambee, South Africa Thapelo Kwenane Contact Center Advisor Harambee, South Africa [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:01,140 Neli, could you take a 2 00:00:01,140 --> 00:00:02,280 few minutes and just tell 3 00:00:02,280 --> 00:00:03,220 us a little bit about Harambee 4 00:00:03,830 --> 00:00:04,800 and what you guys all 5 00:00:04,800 --> 00:00:05,860 do there in your wonderful 6 00:00:05,860 --> 00:00:10,840 program? Okay. So Harambee is 7 00:00:10,840 --> 00:00:12,630 a not- for- profit social 8 00:00:12,630 --> 00:00:14,970 organization that aim to solve 9 00:00:14,970 --> 00:00:16,790 the unemployment challenges of South 10 00:00:16,790 --> 00:00:19,220 African youth. We partner with 11 00:00:19,230 --> 00:00:21,850 businesses, government, young people, and 12 00:00:21,850 --> 00:00:23,790 other organization committed to solving 13 00:00:23,790 --> 00:00:26,250 the unemployment epidemic. Our unique system 14 00:00:26,690 --> 00:00:28,940 is unlike traditional employment organization 15 00:00:28,940 --> 00:00:30,420 that you would find anywhere. 16 00:00:30,760 --> 00:00:32,730 We really rely on our 17 00:00:32,730 --> 00:00:34,710 contact center advisors like Thapelo 18 00:00:35,340 --> 00:00:37,580 to ask detailed questions and 19 00:00:37,580 --> 00:00:39,360 have genuine conversation with our 20 00:00:39,360 --> 00:00:40,600 work seekers. So that is 21 00:00:40,600 --> 00:00:43,560 what really makes Harambee different 22 00:00:43,560 --> 00:00:45,780 from other organizations. And my 23 00:00:45,780 --> 00:00:47,770 role, I am a contact 24 00:00:47,770 --> 00:00:48,640 center manager. [this_page_title] [cutoff co_thick="2px"]The contact center is where artificial intelligence will have perhaps the greatest impact on organizations in the next decade. It will reshape traditional IVRs with natural language processing, machine learning, and robotic process automation. But it’s not just about the technology; it’s about what you can do with it to solve customer problems. Watch the on-demand webinar with experts from Nuance, Genesys, LogMeIn, and Directly, where we’ll discuss these topics: How AI supports the customer journey, including analytics and predictive recommendations How AI can work behind the scenes to help employees deliver better customer experiences Best practices for cost-effectively increasing agent efficiency and customer satisfaction The best way to deploy AI for support teams to deliver greater employee satisfaction and retention How working with AI and bots is not exactly what you think it is Best practices for setting up successful virtual assistants The critical infrastructure needed for successful AI implementations [mktoform ar_status="dynamic" cms_hold="RG" cid_id="7011T000001t8HNQAY"] CX Heroes 5 ways to improve customer service and personalization Featuring Harambee, South Africa [cutoff co_thick="2px"][webinarschedulesingle]Celebrate the people who drive excellent customer service — and the technology that empowers them. The CX Heroes program recognizes the hard-working, caring agents who go above and beyond to help their customers on a daily basis. In this CX Heroes webinar, you will learn how to: Establish skills every agent should have Handle difficult customers with finesse Recognize and reward agents Turn customers into brand advocates Get personalization right for your customers Harambee’s work has had a profound impact on the Customer Marketing team and has inspired a new category in the Genesys Customer Innovation Awards, “CX Gamechanger: Best Story of Making a Difference with CX Technology.” Regionally, Harambee ranks as the seventh most recognized brand in South Africa.[cutoff co_thick="2px"]1 00:00:10,520 --> 00:00:11,590 Thank you for joining us 2 00:00:11,590 --> 00:00:12,870 today for the CX Heroes 3 00:00:12,870 --> 00:00:15,150 webinar series. Today, we're going 4 00:00:15,150 --> 00:00:16,230 to highlight the five ways 5 00:00:16,230 --> 00:00:18,080 to improve customer service and 6 00:00:18,360 --> 00:00:19,660 personalization and how to get 7 00:00:19,660 --> 00:00:22,080 personalization right. Many companies are 8 00:00:22,080 --> 00:00:23,650 getting it wrong and we're 9 00:00:23,650 --> 00:00:24,410 going to go over some 10 00:00:24,410 --> 00:00:26,940 best practices on how to 11 00:00:26,940 --> 00:00:28,350 actually make the customer be 12 00:00:28,350 --> 00:00:29,520 the focus of everything you 13 00:00:29,520 --> 00:00:31,040 do and feel like they're 14 00:00:31,040 --> 00:00:31,990 the only customer in the 15 00:00:31,990 --> 00:00:34,680 world. Today, I am so lucky 16 00:00:35,140 --> 00:00:38,620 to have Neli and Thapelo from 17 00:00:38,620 --> 00:00:40,510 Harambee. Thapelo was recognized as 18 00:00:40,510 --> 00:00:42,250 a CX Hero by Genesys 19 00:00:42,250 --> 00:00:44,230 and joined us on stage 20 00:00:44,230 --> 00:00:46,170 in Amsterdam at G- Summit. 21 00:00:46,560 --> 00:00:47,580 Thank you both so much 22 00:00:47,580 --> 00:00:49,670 for joining us today. Thank 23 00:00:50,230 --> 00:00:53,250 you, Jill for having us. Neli, 24 00:00:53,730 --> 00:00:54,590 could you take a few 25 00:00:54,590 --> 00:00:55,680 minutes and just tell us 26 00:00:55,680 --> 00:00:57,250 a little bit about Harambee and 27 00:00:57,250 --> 00:00:58,210 what you guys all do 28 00:00:58,210 --> 00:00:59,730 there in your wonderful program? 29 00:01:00,700 --> 00:01:04,170 Okay. So Harambee is a 30 00:01:04,170 --> 00:01:06,940 not- for- profit social organization 31 00:01:06,980 --> 00:01:08,300 that aim to solve the 32 00:01:08,300 --> 00:01:10,480 unemployment challenges of South African 33 00:01:10,480 --> 00:01:13,440 youth. We partner with businesses, 34 00:01:13,440 --> 00:01:15,290 government, young people, and other 35 00:01:15,290 --> 00:01:17,160 organization committed to solving the 36 00:01:17,160 --> 00:01:20,030 unemployment epidemic. Our unique system is 37 00:01:20,030 --> 00:01:22,320 unlike traditional employment organization that 38 00:01:22,320 --> 00:01:24,190 you would find anywhere. We 39 00:01:24,190 --> 00:01:26,370 really rely on our contact 40 00:01:26,370 --> 00:01:28,730 center advisors like Thapelo to 41 00:01:28,730 --> 00:01:31,070 ask detailed questions and have 42 00:01:31,070 --> 00:01:32,630 genuine conversation with our work 43 00:01:32,630 --> 00:01:34,080 seekers. So that is what 44 00:01:34,080 --> 00:01:37,020 really makes Harambee different from 45 00:01:37,020 --> 00:01:39,560 other organizations. And my role, 46 00:01:39,630 --> 00:01:41,340 I am a contact center 47 00:01:41,340 --> 00:01:45,210 manager. Great. Thank you both 48 00:01:45,210 --> 00:01:46,530 so much for joining us. 49 00:01:47,440 --> 00:01:48,340 So we're going to jump 50 00:01:48,350 --> 00:01:50,410 right in here into the 51 00:01:51,080 --> 00:01:52,870 presentation, into the webinar, and we're going 52 00:01:53,200 --> 00:01:55,340 to explore some customer service 53 00:01:55,340 --> 00:01:57,860 best practices and what we 54 00:01:57,860 --> 00:01:58,750 think... We wanted to get 55 00:01:58,750 --> 00:02:00,070 your opinion, so we're so 56 00:02:00,070 --> 00:02:01,310 glad that you guys have 57 00:02:01,310 --> 00:02:02,200 joined us because we want 58 00:02:02,200 --> 00:02:03,280 to get your opinion on 59 00:02:03,280 --> 00:02:04,830 how you guys work day 60 00:02:04,830 --> 00:02:06,150 to day and what you 61 00:02:06,150 --> 00:02:07,910 guys think is valuable to 62 00:02:08,240 --> 00:02:09,490 your customers or what you... 63 00:02:09,550 --> 00:02:10,430 You refer to them as 64 00:02:10,430 --> 00:02:12,760 candidates. So the five ways 65 00:02:12,880 --> 00:02:14,380 to improve customer service, the 66 00:02:14,380 --> 00:02:15,170 items that we're going to 67 00:02:15,170 --> 00:02:17,060 cover is establishing skills that 68 00:02:17,060 --> 00:02:19,730 every agent or advisor or 69 00:02:19,730 --> 00:02:22,130 representative should have. How to 70 00:02:22,130 --> 00:02:24,290 handle difficult customers with finesse. 71 00:02:25,140 --> 00:02:26,420 We all get those customers 72 00:02:26,420 --> 00:02:28,900 occasionally who are frustrated or 73 00:02:28,900 --> 00:02:30,410 they're challenged by the systems 74 00:02:30,410 --> 00:02:31,910 or the technology in place. 75 00:02:32,290 --> 00:02:33,010 And so we're just going to 76 00:02:33,010 --> 00:02:33,910 talk a little bit about 77 00:02:33,910 --> 00:02:36,130 that. How to recognize and 78 00:02:36,130 --> 00:02:40,090 reward your agents. As we 79 00:02:40,090 --> 00:02:43,940 know, agent attrition and having 80 00:02:43,940 --> 00:02:45,590 people on the job every 81 00:02:45,590 --> 00:02:47,500 day answering the phones and 82 00:02:47,500 --> 00:02:48,850 connecting with customers can be 83 00:02:48,850 --> 00:02:50,430 a challenge. So we're going 84 00:02:50,430 --> 00:02:51,010 to talk a little bit 85 00:02:51,010 --> 00:02:51,900 about how to recognize and 86 00:02:51,900 --> 00:02:53,190 reward them and about the 87 00:02:53,370 --> 00:02:54,850 CX Heroes program as well. 88 00:02:56,260 --> 00:02:57,700 Also, how to turn customers 89 00:02:57,700 --> 00:03:00,690 into brand advocates. Often when 90 00:03:00,700 --> 00:03:03,220 your customers have great experience 91 00:03:03,220 --> 00:03:04,260 with your brand or your 92 00:03:04,260 --> 00:03:05,930 company, they come back and 93 00:03:05,930 --> 00:03:08,960 they become loyal. And how to get personalization 94 00:03:08,960 --> 00:03:10,130 right for your customers. Again, 95 00:03:10,130 --> 00:03:11,110 how to make your customers 96 00:03:11,110 --> 00:03:12,680 feel special and unique and 97 00:03:12,680 --> 00:03:13,720 like they're the only customer 98 00:03:13,720 --> 00:03:15,640 in the world. Let's get 99 00:03:15,640 --> 00:03:19,750 started. Number one, the best 100 00:03:19,750 --> 00:03:21,820 habits here of establishing skills 101 00:03:21,820 --> 00:03:23,480 that every agent should have. 102 00:03:23,480 --> 00:03:25,140 So Neli, I'm curious what you 103 00:03:25,140 --> 00:03:27,080 feel as a manager. If 104 00:03:27,080 --> 00:03:28,210 you had to pick two 105 00:03:28,210 --> 00:03:29,230 out of this list of 106 00:03:29,240 --> 00:03:30,490 10 which two would you 107 00:03:30,490 --> 00:03:32,300 pick that... And tell me 108 00:03:32,300 --> 00:03:34,050 why that you think those 109 00:03:34,050 --> 00:03:36,950 are valuable for representative? Definitely 110 00:03:37,800 --> 00:03:39,850 listening and being attentive. I 111 00:03:39,850 --> 00:03:41,540 think the reason for me 112 00:03:41,570 --> 00:03:43,310 to really choose those two 113 00:03:43,310 --> 00:03:46,410 is in our space, it's 114 00:03:46,410 --> 00:03:48,710 very important for advisors like 115 00:03:48,710 --> 00:03:50,010 Thapelo to be able to 116 00:03:50,010 --> 00:03:51,340 listen to the candidate on 117 00:03:51,340 --> 00:03:53,110 the other side because what 118 00:03:53,110 --> 00:03:54,970 happens is the conversations that 119 00:03:54,980 --> 00:03:58,350 they have actually leads the 120 00:03:58,430 --> 00:04:00,340 important aspect of the conversation, 121 00:04:00,340 --> 00:04:01,630 how we can best support 122 00:04:01,630 --> 00:04:03,310 them, how we can understand 123 00:04:03,310 --> 00:04:04,510 where they come from because 124 00:04:04,510 --> 00:04:06,340 we use an algorithm to 125 00:04:06,340 --> 00:04:08,190 sort of match them to 126 00:04:08,400 --> 00:04:10,780 opportunities. So if an advisor 127 00:04:10,780 --> 00:04:11,900 is not listening, if the 128 00:04:11,900 --> 00:04:13,420 advisor is not present in 129 00:04:13,420 --> 00:04:15,400 the conversation, then they might 130 00:04:15,650 --> 00:04:17,920 lose that important aspect where 131 00:04:18,430 --> 00:04:20,320 we might lose that touch 132 00:04:20,320 --> 00:04:22,240 with our candidates. So listening, 133 00:04:22,460 --> 00:04:24,090 for us it's very important 134 00:04:24,170 --> 00:04:27,010 in our space. Secondly, attentiveness. 135 00:04:27,010 --> 00:04:28,130 It's really important in such 136 00:04:28,130 --> 00:04:29,040 a way that we kept 137 00:04:29,530 --> 00:04:32,520 information in our system and 138 00:04:32,520 --> 00:04:34,010 therefore one of the important 139 00:04:34,010 --> 00:04:36,020 aspects is really the demographics. 140 00:04:36,830 --> 00:04:38,730 What happens is where you 141 00:04:38,730 --> 00:04:40,500 live is very important because 142 00:04:40,500 --> 00:04:41,530 what we do is when 143 00:04:41,530 --> 00:04:44,040 we met candidates to opportunities, 144 00:04:44,320 --> 00:04:46,230 we'll look at the distance 145 00:04:46,230 --> 00:04:48,390 between where they reside and 146 00:04:48,390 --> 00:04:50,850 where the opportunities are because we try 147 00:04:50,850 --> 00:04:52,130 to make sure that our 148 00:04:52,130 --> 00:04:54,200 candidate, they don't travel and 149 00:04:54,200 --> 00:04:55,840 end up spending so much 150 00:04:55,840 --> 00:04:57,590 money to actually get to 151 00:04:57,590 --> 00:04:59,710 work instead all free, using 152 00:04:59,710 --> 00:05:02,130 that income in terms of 153 00:05:02,200 --> 00:05:04,460 betterment of their lives. So 154 00:05:05,340 --> 00:05:07,400 attention to detail is very 155 00:05:07,660 --> 00:05:08,750 important in our space. And 156 00:05:10,070 --> 00:05:11,560 what I've just alluded to 157 00:05:11,560 --> 00:05:14,020 say the capturing of the 158 00:05:14,020 --> 00:05:15,790 correct information, it's really what 159 00:05:15,790 --> 00:05:16,820 helps us to make sure 160 00:05:16,820 --> 00:05:18,520 that we service the best 161 00:05:18,520 --> 00:05:20,420 service to our candidates, make 162 00:05:20,420 --> 00:05:22,020 sure that we don't have 163 00:05:22,020 --> 00:05:22,950 a lot of drops off 164 00:05:23,680 --> 00:05:24,930 in a sense that if 165 00:05:24,930 --> 00:05:26,470 we place you in a 166 00:05:26,470 --> 00:05:27,730 radius that is like more 167 00:05:28,110 --> 00:05:30,260 than 100 kilometers, so that 168 00:05:30,260 --> 00:05:31,610 means you just work for 169 00:05:31,610 --> 00:05:32,640 a month and the second 170 00:05:32,640 --> 00:05:34,070 month you realize that actually 171 00:05:34,370 --> 00:05:36,330 I'm working for transport. Therefore, 172 00:05:36,330 --> 00:05:37,430 what's the point of me 173 00:05:37,430 --> 00:05:39,470 having this job? So hence, 174 00:05:39,470 --> 00:05:41,120 it's very, very important to 175 00:05:41,120 --> 00:05:43,000 get the right information, capture 176 00:05:43,130 --> 00:05:45,100 the correct information to make 177 00:05:45,100 --> 00:05:46,180 sure when we place them 178 00:05:46,180 --> 00:05:48,130 to these opportunities, they're in 179 00:05:48,130 --> 00:05:49,820 a close proximity to these 180 00:05:49,820 --> 00:05:52,020 demands, making sure that they 181 00:05:52,020 --> 00:05:54,410 spend their income on the 182 00:05:54,410 --> 00:05:56,310 betterment of themselves and their 183 00:05:56,310 --> 00:05:59,920 families. Yeah. It sounds like 184 00:05:59,920 --> 00:06:01,510 listening and paying attention to 185 00:06:01,510 --> 00:06:03,840 the details and understanding your candidate's 186 00:06:04,450 --> 00:06:06,930 story creates a big picture 187 00:06:06,930 --> 00:06:08,890 for you then you're able 188 00:06:08,890 --> 00:06:11,100 to help them, match them 189 00:06:11,100 --> 00:06:12,610 with the right opportunities and 190 00:06:12,610 --> 00:06:14,670 connect with them. I would 191 00:06:14,670 --> 00:06:17,020 assume too that these conversations 192 00:06:17,020 --> 00:06:18,990 take a while. These aren't 193 00:06:18,990 --> 00:06:20,940 quick conversations, but they're long 194 00:06:20,940 --> 00:06:22,350 conversations you have with the 195 00:06:22,350 --> 00:06:25,710 candidate. Absolutely. Our candidate is 196 00:06:25,710 --> 00:06:27,510 not just someone just behind 197 00:06:27,510 --> 00:06:30,210 the phone, our candidate, the 198 00:06:30,210 --> 00:06:31,900 actual people that we can actually 199 00:06:32,160 --> 00:06:33,670 relate to and therefore you 200 00:06:33,670 --> 00:06:35,270 will see that even Thapelo's 201 00:06:35,330 --> 00:06:37,170 call was like 18 minutes 202 00:06:37,170 --> 00:06:38,770 long, so it's not your 203 00:06:38,770 --> 00:06:41,270 typical contact center conversation where 204 00:06:41,270 --> 00:06:43,310 we'll just take the details 205 00:06:43,310 --> 00:06:44,740 and like a hit and 206 00:06:44,740 --> 00:06:46,320 run kind of a conversation. 207 00:06:46,320 --> 00:06:47,280 But in all spaces it's 208 00:06:47,280 --> 00:06:50,220 really about impactful conversations with 209 00:06:50,220 --> 00:06:52,210 our candidates, making sure that 210 00:06:52,300 --> 00:06:53,220 when the end of the 211 00:06:53,220 --> 00:06:54,890 call there's something that they 212 00:06:54,890 --> 00:06:56,640 took from the call, skills 213 00:06:56,640 --> 00:06:57,960 that they can use. Even 214 00:06:57,960 --> 00:06:59,590 if as Harambee, we don't place 215 00:06:59,590 --> 00:07:02,880 them to these opportunities, but 216 00:07:02,880 --> 00:07:04,560 they can use something that 217 00:07:04,560 --> 00:07:08,440 can increase their employability just 218 00:07:08,440 --> 00:07:09,720 for having a conversation with 219 00:07:09,720 --> 00:07:12,410 one of our advisors. Yeah, 220 00:07:12,980 --> 00:07:15,550 absolutely. So Thapelo let's hear 221 00:07:15,550 --> 00:07:16,790 from you and what you 222 00:07:16,790 --> 00:07:19,710 think. What would be your 223 00:07:19,710 --> 00:07:21,310 top two skills that you 224 00:07:21,310 --> 00:07:23,970 think that an advisor should 225 00:07:23,970 --> 00:07:26,680 have? On my side, I 226 00:07:27,110 --> 00:07:28,690 think one of the most important 227 00:07:29,070 --> 00:07:30,170 things that an advisor should 228 00:07:30,170 --> 00:07:37,830 have is product knowledge. I 229 00:07:37,830 --> 00:07:43,180 think if you are in a call center environment, the product is very important. Whatever service or say product that you are providing, 230 00:07:44,400 --> 00:07:47,270 it's basically important thing for 231 00:07:47,270 --> 00:07:48,860 you to make sales or 232 00:07:48,860 --> 00:07:49,940 in order for the customer to 233 00:07:50,330 --> 00:07:51,460 come back. So if as 234 00:07:51,460 --> 00:07:54,160 an agent you understand what 235 00:07:54,160 --> 00:07:56,090 you are selling, you avoid 236 00:07:56,460 --> 00:07:59,520 misleading, you are making mistakes 237 00:07:59,770 --> 00:08:02,310 that might cause industrial espionage 238 00:08:02,740 --> 00:08:05,020 or basically making the candidate 239 00:08:05,020 --> 00:08:08,670 uncertain about the product. I'd 240 00:08:08,670 --> 00:08:11,050 say having knowledge about the 241 00:08:11,050 --> 00:08:15,090 product, but also generated good relationship 242 00:08:15,740 --> 00:08:17,970 between the two parties. It will 243 00:08:18,030 --> 00:08:21,250 basically generate their warmness between 244 00:08:21,700 --> 00:08:22,850 you and me as an 245 00:08:22,850 --> 00:08:23,830 agent and as well as 246 00:08:23,830 --> 00:08:32,130 the candidate based on the fact that I would know everything about the product that I'm selling. In most cases, 247 00:08:35,210 --> 00:08:35,750 most services or most products, 248 00:08:35,750 --> 00:08:35,900 they are mostly unique in 249 00:08:35,900 --> 00:08:39,160 such a sense that if you 250 00:08:42,550 --> 00:08:44,640 use one way that is 251 00:08:45,820 --> 00:08:46,630 not according to the product 252 00:08:46,630 --> 00:08:48,500 itself, it really tends to 253 00:08:48,780 --> 00:08:53,870 be misleading and avoiding that 254 00:08:53,870 --> 00:08:54,240 is very, very important. Let's say 255 00:08:54,240 --> 00:09:00,870 another thing that speaks to 256 00:09:00,920 --> 00:09:07,890 a good quality of a call center agent is to be a voice control or call control for one. If you couldn't handle the candidate's 257 00:09:08,680 --> 00:09:09,720 emotions, if you can mirror 258 00:09:09,720 --> 00:09:12,310 the candidate and understand that 259 00:09:12,310 --> 00:09:16,010 you are the guide, it makes your job very, very easy. 260 00:09:18,140 --> 00:09:19,200 You can take control of setting 261 00:09:19,200 --> 00:09:21,230 questions that you ask and 262 00:09:21,230 --> 00:09:22,920 you would gather more information 263 00:09:22,920 --> 00:09:25,840 based on that. It helps you in controlling your professionality 264 00:09:25,840 --> 00:09:30,200 or your profession basically in 265 00:09:32,640 --> 00:09:34,840 the call as well. That is 266 00:09:35,190 --> 00:09:36,280 so great. That's a great 267 00:09:36,290 --> 00:09:39,500 answer too. I'm really fascinated 268 00:09:39,500 --> 00:09:41,440 by the selection of product 269 00:09:41,440 --> 00:09:42,960 knowledge because you're right, providing 270 00:09:42,960 --> 00:09:44,730 the right information to the 271 00:09:44,730 --> 00:09:47,750 person is critical and knowing 272 00:09:47,750 --> 00:09:48,980 all the details and how 273 00:09:48,980 --> 00:09:50,850 it works. And that kind of goes 274 00:09:50,850 --> 00:09:52,110 I think along with problem 275 00:09:52,110 --> 00:09:53,930 solving too. When people come 276 00:09:55,130 --> 00:09:56,340 to you with a problem 277 00:09:56,960 --> 00:09:58,390 or you're trying to figure 278 00:09:58,390 --> 00:09:59,800 out a solution for them, 279 00:10:00,180 --> 00:10:02,630 understanding that the product information 280 00:10:02,630 --> 00:10:03,360 is a good thing. It 281 00:10:03,360 --> 00:10:05,340 is. I love that you 282 00:10:05,340 --> 00:10:07,530 picked self control to as 283 00:10:08,480 --> 00:10:12,440 an option. I think together... 284 00:10:13,200 --> 00:10:14,120 They say that this whole 285 00:10:14,120 --> 00:10:16,550 list is sort of the 286 00:10:16,550 --> 00:10:18,110 basic skills and you guys 287 00:10:18,110 --> 00:10:19,440 have complemented each other very 288 00:10:19,440 --> 00:10:21,020 well on that list for 289 00:10:21,020 --> 00:10:26,460 sure. Thank you. number two, 290 00:10:26,460 --> 00:10:28,130 when we talk about problem 291 00:10:28,130 --> 00:10:30,730 solving and self control, it's 292 00:10:30,790 --> 00:10:33,600 a good segue, is handling 293 00:10:33,600 --> 00:10:35,710 difficult customers. Do you guys 294 00:10:35,710 --> 00:10:37,670 have challenges with customers calling 295 00:10:37,670 --> 00:10:38,400 in? I know a lot 296 00:10:38,400 --> 00:10:39,930 of call centers and contact 297 00:10:39,930 --> 00:10:42,530 centers sometimes have customers who 298 00:10:42,530 --> 00:10:45,110 are frustrated or upset possibly 299 00:10:45,110 --> 00:10:47,310 with a policy or with 300 00:10:47,360 --> 00:10:48,580 a process or with the 301 00:10:48,580 --> 00:10:50,910 product and they call into 302 00:10:50,910 --> 00:10:53,130 the customer service representative to 303 00:10:53,130 --> 00:10:54,460 help them solve that problem. 304 00:10:54,770 --> 00:10:56,300 Do you guys experience that? 305 00:10:56,300 --> 00:10:58,020 And if you do, Neli, 306 00:10:58,220 --> 00:10:59,670 how do you advise your 307 00:11:00,070 --> 00:11:02,450 advisors to handle those situations? 308 00:11:05,160 --> 00:11:08,550 Firstly, our contact center is an outbound contact center where 309 00:11:08,550 --> 00:11:12,930 we actually call our candidates. Often 310 00:11:12,930 --> 00:11:13,910 than not, we do not 311 00:11:13,910 --> 00:11:17,400 get irate customers because remember 312 00:11:17,720 --> 00:11:18,880 our kind of service is 313 00:11:18,880 --> 00:11:21,770 different where these candidates are actually 314 00:11:22,010 --> 00:11:24,200 waiting, desperately waiting for this 315 00:11:24,720 --> 00:11:26,170 call from Harambee because this 316 00:11:26,170 --> 00:11:27,710 is more their last hope 317 00:11:28,000 --> 00:11:29,840 of actually changing their lives. 318 00:11:30,710 --> 00:11:32,530 However, what also makes it 319 00:11:32,530 --> 00:11:34,180 a bit easier for our advisors, 320 00:11:34,180 --> 00:11:35,860 the fact that themselves, they 321 00:11:35,860 --> 00:11:37,610 were once candidate. So everyone who works in 322 00:11:38,010 --> 00:11:39,980 the contact center was once 323 00:11:39,980 --> 00:11:41,810 a candidate. So those in 324 00:11:41,810 --> 00:11:43,130 the same position as the 325 00:11:43,130 --> 00:11:44,410 people they are talking to on the 326 00:11:44,410 --> 00:11:47,650 phone. Therefore,, when a candidate 327 00:11:47,650 --> 00:11:49,090 on the other line feeling 328 00:11:49,090 --> 00:11:51,960 like they depressed or they lost 329 00:11:51,960 --> 00:11:53,670 hope, they're easily able to 330 00:11:53,670 --> 00:11:55,150 sort of bring them back, 331 00:11:55,220 --> 00:11:56,850 give them hope in a 332 00:11:56,850 --> 00:11:58,170 sense that they can relate 333 00:11:58,220 --> 00:11:59,710 to the situation, they can 334 00:11:59,710 --> 00:12:01,610 relate to their story. Therefore, 335 00:12:01,730 --> 00:12:02,590 it makes it a bit 336 00:12:02,590 --> 00:12:05,700 easier for both parties to actually 337 00:12:05,960 --> 00:12:07,360 make sure that the person 338 00:12:07,360 --> 00:12:09,600 on the other line is 339 00:12:09,600 --> 00:12:11,500 a bit warm and able to give 340 00:12:11,750 --> 00:12:12,750 us the information that we 341 00:12:12,750 --> 00:12:13,880 require to be able to 342 00:12:13,880 --> 00:12:15,650 assist them. But however, the 343 00:12:15,650 --> 00:12:18,170 second layer is yes, not 344 00:12:18,400 --> 00:12:20,040 100% where you get people 345 00:12:20,040 --> 00:12:22,050 who are willing to give 346 00:12:22,050 --> 00:12:24,450 information. And that example is really 347 00:12:24,790 --> 00:12:28,510 on the call that made 348 00:12:28,510 --> 00:12:30,320 Thapelo to win this competition, 349 00:12:30,610 --> 00:12:32,190 is someone was very skeptical 350 00:12:32,190 --> 00:12:34,650 because the first part of 351 00:12:34,650 --> 00:12:36,780 the call, we verify personal 352 00:12:37,110 --> 00:12:39,360 information. So now the question, why 353 00:12:39,360 --> 00:12:40,310 are you even asking me 354 00:12:40,310 --> 00:12:41,990 my ID number? So now 355 00:12:41,990 --> 00:12:44,260 our advisors are able to 356 00:12:44,510 --> 00:12:46,350 handle those objections and how 357 00:12:46,350 --> 00:12:47,660 we help them is we've 358 00:12:47,660 --> 00:12:48,740 got a great team of 359 00:12:48,740 --> 00:12:50,610 QA as well as the 360 00:12:50,610 --> 00:12:53,100 team leaders, our supervisors and the 361 00:12:53,100 --> 00:12:54,330 trainer. We are able to 362 00:12:54,350 --> 00:12:55,500 help them in terms of 363 00:12:55,690 --> 00:12:56,980 how to handle some of 364 00:12:56,980 --> 00:12:59,020 these objections. But the main 365 00:12:59,020 --> 00:13:01,200 ingredient is really our advisors 366 00:13:01,200 --> 00:13:03,150 because they've been there, they're able 367 00:13:03,150 --> 00:13:05,220 to sort of make and 368 00:13:05,220 --> 00:13:06,930 relay the story to the 369 00:13:06,930 --> 00:13:08,720 next person to make sure that the warm up 370 00:13:08,720 --> 00:13:14,560 to the call. Yeah. Thapelo, 371 00:13:14,560 --> 00:13:15,470 can you tell us a 372 00:13:15,470 --> 00:13:17,060 little bit about that story 373 00:13:17,060 --> 00:13:20,730 where you were working with 374 00:13:20,730 --> 00:13:22,250 someone and they were really 375 00:13:22,250 --> 00:13:25,210 hesitant to work with you, 376 00:13:25,290 --> 00:13:26,710 and then how did you get 377 00:13:26,710 --> 00:13:28,930 them... Obviously Neli, you talked 378 00:13:28,930 --> 00:13:31,230 a lot about empathy and 379 00:13:31,230 --> 00:13:32,850 being able to relate to 380 00:13:32,850 --> 00:13:34,420 the people who you're speaking 381 00:13:34,420 --> 00:13:35,880 with. And so Thapelo, can 382 00:13:35,880 --> 00:13:37,210 you share a little bit about that as 383 00:13:37,210 --> 00:13:40,350 well? All right. I'd say 384 00:13:40,590 --> 00:13:43,620 the call for me was an 385 00:13:43,620 --> 00:13:45,680 eye opener. It made me 386 00:13:45,680 --> 00:13:47,470 realize that most of our 387 00:13:47,470 --> 00:13:50,220 candidates believe that there's a lot of scams 388 00:13:50,220 --> 00:13:51,650 going on. And with that being said, it had me basically worried and I had to explain what Harambee as a brand stands for. 389 00:14:06,270 --> 00:14:07,120 I had to also remind the candidate that we really want to help them and I had to show 390 00:14:07,120 --> 00:14:08,470 the candidate and make them 391 00:14:08,470 --> 00:14:10,670 understand that I too have been in their 392 00:14:10,670 --> 00:14:14,300 shoes. But holistically, I needed to 393 00:14:14,670 --> 00:14:17,300 remind them that as a 394 00:14:17,300 --> 00:14:19,020 young South Africans, their journey 395 00:14:19,020 --> 00:14:20,920 is common and the call 396 00:14:20,920 --> 00:14:23,170 center department at Harambee has 397 00:14:23,430 --> 00:14:24,960 a lot of those agents who 398 00:14:24,960 --> 00:14:26,160 come from the same line. 399 00:14:27,880 --> 00:14:28,080 And it was a bit difficult because the candidate had a lot 400 00:14:28,080 --> 00:14:33,770 of doubt, but he warmed 401 00:14:33,770 --> 00:14:35,350 up as soon as I shared with him that 402 00:14:35,810 --> 00:14:36,250 it is a free service 403 00:14:36,250 --> 00:14:40,960 and we wanted to help them as best as we can. I'd say 404 00:14:40,960 --> 00:14:44,280 even customer complaints, even customer 405 00:14:44,280 --> 00:14:46,760 queries, they do also help 406 00:14:46,910 --> 00:14:47,930 us as agents to better 407 00:14:47,930 --> 00:14:50,910 ourselves and in handling the 408 00:14:50,910 --> 00:14:52,190 next candidate that has a 409 00:14:52,190 --> 00:14:54,980 similar problem. I would say 410 00:14:54,980 --> 00:14:58,770 we draw a lot of energy from those complaints because they help us in 411 00:14:58,770 --> 00:15:02,490 improving services. And the team as Neli 412 00:15:03,450 --> 00:15:06,310 as highlighted have put aside 413 00:15:06,710 --> 00:15:07,590 the procedures in order for 414 00:15:07,910 --> 00:15:10,530 us to handle those queries. 415 00:15:11,530 --> 00:15:12,130 And it's something that we really, really 416 00:15:14,160 --> 00:15:16,750 as agents like and enjoy 417 00:15:16,840 --> 00:15:18,710 doing, making someone understand the 418 00:15:18,710 --> 00:15:21,930 importance or Harambee in essence 419 00:15:22,480 --> 00:15:25,530 to their life. Yeah. And I think it is 420 00:15:25,530 --> 00:15:26,590 great too that you guys 421 00:15:26,590 --> 00:15:29,600 have that experience as well that you can 422 00:15:29,600 --> 00:15:31,760 share with them since you've 423 00:15:31,760 --> 00:15:33,390 been in the same situation 424 00:15:33,390 --> 00:15:34,470 and you can relate to 425 00:15:34,470 --> 00:15:35,530 what they're saying, but then 426 00:15:35,530 --> 00:15:36,940 also that's convincing to them 427 00:15:36,940 --> 00:15:39,440 as well. Just having that 428 00:15:39,440 --> 00:15:41,280 human empathy though, just that 429 00:15:41,280 --> 00:15:43,170 human element of wanting to 430 00:15:43,170 --> 00:15:46,480 help someone and to understand their situation 431 00:15:46,950 --> 00:15:47,810 I think goes a long 432 00:15:47,810 --> 00:15:50,000 way in customer service, for 433 00:15:50,000 --> 00:15:53,380 sure. Absolutely. I think one 434 00:15:53,380 --> 00:15:54,300 of the main thing as 435 00:15:54,300 --> 00:15:56,570 well is being connected to 436 00:15:56,570 --> 00:15:59,680 the Harambee[inaudible 00:00:15:57]. And our 437 00:15:59,680 --> 00:16:01,990 space really is about anyone 438 00:16:01,990 --> 00:16:03,390 who works in the organization, 439 00:16:03,390 --> 00:16:04,250 you really have to be 440 00:16:04,250 --> 00:16:05,760 a good fit for what 441 00:16:05,760 --> 00:16:07,640 we're driving as Harambee, for what 442 00:16:07,640 --> 00:16:09,940 we stand for. So being 443 00:16:09,940 --> 00:16:11,640 connected to the purpose as Harambee, it 444 00:16:12,370 --> 00:16:14,000 really plays a huge role 445 00:16:14,000 --> 00:16:16,860 where people still feel energized 446 00:16:16,860 --> 00:16:17,940 to come to work because 447 00:16:17,940 --> 00:16:20,230 it's really not about target. 448 00:16:20,680 --> 00:16:21,680 In our space, we use 449 00:16:21,680 --> 00:16:22,840 a language, where how many 450 00:16:22,840 --> 00:16:24,240 lives did you change on 451 00:16:24,240 --> 00:16:25,990 a daily basis? Wow! It's 452 00:16:25,990 --> 00:16:28,670 not really about how many in 453 00:16:28,670 --> 00:16:30,830 terms of how many, in 454 00:16:30,830 --> 00:16:31,930 other industries they will tell 455 00:16:31,930 --> 00:16:32,960 you about the target. You need 456 00:16:32,960 --> 00:16:33,920 to make 20 or you 457 00:16:33,920 --> 00:16:34,750 need to have spoken to 458 00:16:34,750 --> 00:16:36,270 50 people. We don't use 459 00:16:36,270 --> 00:16:37,390 that language at all because 460 00:16:37,390 --> 00:16:39,090 you understand what Harambee is 461 00:16:39,090 --> 00:16:40,400 all about. We use a 462 00:16:40,400 --> 00:16:42,700 simple language, how many lives 463 00:16:42,840 --> 00:16:43,690 did you change on a 464 00:16:43,690 --> 00:16:44,980 daily basis, which makes it 465 00:16:44,980 --> 00:16:46,570 easy for the negative for 466 00:16:46,570 --> 00:16:48,430 the advisors to really wake 467 00:16:48,430 --> 00:16:49,560 up in the morning, come 468 00:16:49,560 --> 00:16:50,390 to work because they are 469 00:16:50,390 --> 00:16:52,570 driven by these peoples. I 470 00:16:52,570 --> 00:16:53,400 want to go to work 471 00:16:53,400 --> 00:16:55,260 because I really want to 472 00:16:55,260 --> 00:16:57,850 change lives. That's all it 473 00:16:57,850 --> 00:17:00,350 is in our space. That's 474 00:17:00,350 --> 00:17:03,710 amazing. Yeah, that is... When 475 00:17:03,710 --> 00:17:05,730 we talk about metrics and 476 00:17:07,250 --> 00:17:08,260 it's nice to hear this 477 00:17:08,260 --> 00:17:11,920 different side of service where 478 00:17:12,310 --> 00:17:13,370 you can have an 18 479 00:17:13,370 --> 00:17:15,530 minute call and you can, 480 0